Longrove surgery
Vale Drive Primary Care Centre, Barnet, EN5 2EDContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled brilliant med secretary & administrator
Rated 4 stars out of 5
by Anonymous - Posted on 03 April 2023
I just wish to thank one particular medical secretary who is always so compassionate to me and helpful. Her first name starts with a t. Thankyou for supporting me late on the 31st March. Unfortunately the GP never rang for my appointment on the 1st of April but I'm sure this isn't your fault. I really appreciate you always doing your best, even when under extreme pressure. Just know that you are valued and appreciated.
Visited March 2023
Review titled Longrove surgery
Replied on 06 April 2023
Dear Patient, We are pleased to have received such a positive review regarding a member of our staff, who we will be sure to pass your kind comments to. The team endeavour to be as helpful and supportive as we can for our patients, even though we are under a lot of pressure in the NHS. We do appreciate you taking the time to review us.
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Review titled Helpful and efficient
Rated 5 stars out of 5
by Anonymous - Posted on 28 March 2023
I was called in for my annual review. Consultation including bp and blood tests carried out there and then. My queries were listened to and helpful advice given. Follow up appointment 1 week later, further constructive and helpful advice given. All in all, very straightforward and helpful.
Visited March 2023
Review titled Longrove surgery
Replied on 29 March 2023
Dear Patient, Thank you for taking the time to review the surgery. Your positive review will be passed to the clinical team. We appreciate your feedback on the treatment you received. Thank you
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Review titled Great service
Rated 5 stars out of 5
by KamlaT - Posted on 27 March 2023
I contacted the surgery after suffering with a persistent cough that was affecting my sleep. The receptionist I spoke to was courteous and helpful and gave me a same morning appointment. She could not have been more understanding. I attended the surgery and was seen at the appointed time by the nurse. Once again she was pleasant, listened to my issues, carried out tests and referred me for an X ray. My treatment has commenced! At a time when the NHS is being heavily criticised for the service it provides, my experience shows it at its best with caring, attentive and efficient staff.
Visited March 2023
Review titled Longrove surgery
Replied on 28 March 2023
Dear Kamla, We are pleased to hear of your positive experience from the time of you first contacting the surgery through to the commencement of your treatment here at Longrove Surgery. We will pass your comments on to our reception and nursing team Thank you for taking the time to give us feedback. Whilst we are a very busy surgery, we always try to do the best for our patients
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Review titled Very good practice
Rated 4 stars out of 5
by Karen - Posted on 17 March 2023
It has been an extraordinary few years and been difficult to get the help we’re used to from our surgery. However, I have nothing but respect for the hard work that our health service has provided during these difficult times. Now things are getting back to “normal” I have been at Longrove Surgery twice over the last 10 days and the staff there have been wonderful. From booking my appointment to reception staff and doctor and, just yesterday, the most wonderful, patient, sympathetic nurse. Would recommend this surgery
Visited March 2023
Review titled Longrove surgery
Replied on 23 March 2023
Dear Karen, We are very pleased to hear you have had such positive experiences during your recent attendances at the surgery. We will pass your comments to the whole practice team. Thank you or taking the time to share your experience.
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Review titled Great Physicians / Unhelpful admin
Rated 4 stars out of 5
by Faith - Posted on 13 February 2023
I highly recommend the Physician Associate who went above & beyond supporting me thru an awful stressful situation where I hadn’t recognised the mental health impact on myself last year. Her support has really been instrumental in my ongoing wellbeing. Unfortunately, I cannot say the same for admn support/nurse response. I had an appointment with the nurse 10/2/23 for some blood tests and arrived 3 mins late. The self-service machine had someone trying to use it as it takes a few pokes to work and is temperamental, so I stayed in queue where there was only the one receptionist dealing with someone and it took some time to deal with. In the meantime, I jumped on the machine and after a few tries managed to log in but couldn’t let me confirm my appointment. Went back into the queue where a gentleman had a bit of a query too and by this time I was 8 mins late due to queuing situation and temperamental machine and received a text from the practise informing me I had missed my appointment. The admin lady messaged the nurse, and I was advised to sit and wait - another 10 mins and I was informed because I was late I couldn’t be seen. I politely challenged this as I had been only 3 mins late but due to their temperamental machine and queues I had to wait. I was simply informed nothing could be done about it yet many times we attend the surgery and said nurse or other practitioners run late and we are seen 15mins or more after our appointment time; we simply nod our understandings however the grace doesn’t appear on the patient’s side. 3 mins late walking into the building and another 5 queuing and I cannot be seen even if I offered to wait as I had already organised childcare and quite frankly 111 had placed a message on the system for the practise to contact me last week Tuesday (30/1/23) due to the horrible reaction I had to the prescribed meds and no one checked in and what if something horrible had happened to me? These tests were going to alley some of my concerns & I was feeling rather optimistic and happy after a wonderful consultation with the Physicaian Associate. Patients are people in need of help; blood tests are pivotal in diagnosis and being 3 mins late shouldn’t be a cancellation of an appointment. It is a double standard when you expect grace but cannot reciprocate. The admin said I couldn’t be seen because the nurse was already running late so I must pay the price? It seems to me this was a quick decision to stabilise her calendar so she could go home yet if I has arrived 4 mins early I would have been expected to be understanding. It is okay for her to run late but not for patients who are already struggling just to get up. Show consideration as you have no idea the impact of such an unreasonable decision can mean to someone.I now have to wait until March.I am extremely disappointed as it takes a lot of effort to seek help. I will end this post by thanking the Physician Associate who saw me on earlier on the 10th.
Visited February 2023
Review titled Longrove surgery
Replied on 14 February 2023
We are sorry you feel that we don’t provide a better service. As your comment has been left anonymously, we are unable to reply to you with a more personalised response. If you wish to discuss this further, please put your comments in writing to the Practice Manager. I have passed your comments to the Reception Manager to discuss with the reception team in the meantime. Thank you.
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Review titled GP cancels appointment but Patient has to rebook
Rated 2 stars out of 5
by Rikash Patel - Posted on 20 February 2023
If the GP cancels an appointment you would thing the Practice take responsibility and give you an alternative, Not at Longrove they expect you to call and rebook. but when you get through (Eventually!) they say no appointments are available you need to call back again the following day after 5pm to see if you get an appointment. Longgrove take No ownership of this, from a patient perspective, even though the appointment was requested by the GP based on test results. Very Poor Patient Care
Visited February 2023
Review titled Longrove surgery
Replied on 21 February 2023
We are sorry you have not had a positive experience and apologise for any inconvenience caused. We are currently changing our process of re-booking patient appointments at the GP's request; we will be offering patients an alternative appointment at the time of cancellation. If you wish to discuss this further, please put your comments in writing to the Practice Manager so we can investigate.
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Review titled Positive experience
Rated 5 stars out of 5
by Anonymous - Posted on 17 March 2023
I attended the clinic to have some stitches removed from my hand. I was seen within a minute of my designated appointment time and the nurse and observer were pleasant, good humoured and efficient. Excellent service
Visited February 2023
Review titled Longrove surgery
Replied on 20 March 2023
Dear Patient, Thank you for taking the time to review the positive efficient experience you had with the nurse at the surgery recently. We will pass your comments to the nursing team . Thank you !
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Review titled Appalling service from front office team
Rated 1 star out of 5
by Selin - Posted on 25 January 2023
I have had several issues, with the extremely rude and unhelpful receptionists on the front desk, my most recent was this morning. Every time I speak with a receptionist there, they are unable to answer my questions and have a terrible attitude. I’m tired of speaking to people there who are incompetent and impolite. The service is also shocking and unsatisfactory. If I don’t call at 8am in the morning, I’m not offered an appointment for my children when they are unwell and told to go to a walk in centre or AnE! This is really frustrating. What if my son becomes unwell after 8am? They are supposed to be my GP practice and have a duty to help! I’m sick and tired of being told to go to a walk in centre, which is not convenient. I’m fed up of being spoken to like it’s not their problem! Longrove surgery please reconsider your front team staff and find people who can communicate! Also change this 8am policy it’s a massive problem and causes so many challenges for everybody!
Visited January 2023
Review titled Longrove surgery
Replied on 26 January 2023
We are sorry you feel that we don’t provide a better service. As your comment has been left anonymously, we are unable to reply to you with a more personalised response. If you wish to discuss this further, please put your comments in writing to the Practice Manager so we can investigate. Thank you.
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Review titled Very inefficient front office
Rated 1 star out of 5
by VIOLINA - Posted on 06 January 2023
My mother (76y) stay with me for 2 months. I wanted to register her temporary, for which I was given a form to fill in. When I brought it back I was told it is the wrong form and I filled a new one. After I submitted that I had a phone call and I was explained there was no need to fill the form and if my mother needs to be seen she will be registered then. My mother had a fall caused my dizziness (4.12.22). we were sent to Finchley memorial walk in centre. They were too busy to see her and we were send to Barnet A&E (6.12.22) where my mother was seen by doctor and given medicine. It was recommended for her to consult GP after a week. My attempts to get her registered were finally successful (after being rejected again, consulted with supervisor). The doctor saw was, was very helpful, prescribed medicine (middle of December). All good until last night when my mother started having a bad chest cough. I called to arrange a nurse to hear her chest. I was told she has been made an inactive patient and cant be seen. During the registration process I told multiple members of staff my mother is here for 2 months. Nobody told us how short is "the short period of time she is registered for". It seems to be a one off visit, as we were seen less than a month ago. I am a patient of Longrove for over 10 years. It has always been difficult to deal with their administration, but in the last couple of years it is ridiculously bad. I don't think this has anything to do with COVID. It is just heavy, complicated and unnecessary paperwork and procedures, and staff which is not properly trained. In this case, every receptionist I spoke to these couple of months told me a different thing and gave me a different form to fill. The latest absurd example is that to make a formal complaint, I have to write a letter and bring it personally to the surgery!! You can't be serious guys. Surely a complaint can be emailed. Is it not an absurd that to book an appointment I am not allowed to come to the office but I have to call (this I was told once at the reception), but I have to complain though, I must come in person. I am super disappointed?? To be clear - when I manage to see a doctor I am always happy with the service. The problem is there is the front desk team , which is always there to make it difficult to see the doctors. In my experience they are incompetent, ignorant and their attitude to the patients is robotic and not humane at all. If my elderly mother gets on her plane with a chest infection on the way, I will count them responsible.
Visited January 2023
Review titled Longrove surgery
Replied on 10 January 2023
We are sorry you feel that we don’t provide a better service. As your comment has been left anonymously, we are unable to reply to you with a more personalised response. We have passed your comments on to our Reception Manager to ensure the reception team are fully trained in processing temporary registrations. We do ask complaints are made in writing and of course accept postal complaints and apologise you appear to have been misinformed of our process. For us to offer a full response please do put your comments in writing to the Practice Manager so we can investigate. In the meantime if a further appointment is required please contact the surgery in the usual way.
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Review titled Ridiculous online apointments system
Rated 2 stars out of 5
by Anonymous - Posted on 04 January 2023
This practice has introduced an unecessarily complex appointments system. Booking online, you are sent to Patient Access only to find that GP appointments are not linked to Patient Access. The only way to get an appointment is to phone in and last time I did that the receptionist was so rude to me after waiting 40 minutes, she had me in tears. Being ill is distressing enough without this thoughtless admin. Mostly, the doctors are OK once you get to them but the admin system is awful.
Visited January 2023
Review titled Longrove surgery
Replied on 05 January 2023
We are sorry you feel that you find the appointment system frustrating. As your comment has been left anonymously, we are unable to reply to you with a more personalised response. If you wish to discuss this further, please put your comments in writing to the Practice Manager so we can respond in full . Thank you.