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 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.
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Review titled Caring staff
Rated 5 stars out of 5
by Anonymous - Posted on 17 March 2023
Really fantastic service from start to finish. The receptionist was attentive and helpful and I was seen by a lovely doctor to assist with my mental health. I’m in such a better place now and can’t thank the staff enough!
Visited January 2023
Review titled Longrove surgery
Replied on 23 March 2023
Dear Patient, Thank you for taking the time to review the surgery following your recent visit to the surgery. We have passed on your comments to the Reception Manager to pass to the team and the Practice Manager to pass on to the clinical team. Thanks again
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Review titled Unprofessional poor surgery
Rated 1 star out of 5
by Anonymous - Posted on 03 January 2023
Awful surgery, Poor rude receptionists that are never helpful. I asked to book an appointment the lady I spoke too was rude and didn’t want to help. I’ve been having serious pain for more 1 years and still don’t have a diagnosis from the doctors. This GP have missed 3 different diagnosis of my last year. Absolutely disgrace the reason why the NHS is going down hill as the staff don’t care about the patients. Avoid this place I would not recommended it to anyone as the staff are not helpful and rude.
Visited January 2023
Review titled Longrove surgery
Replied on 05 January 2023
We are sorry you feel that we don’t provide a better service. All phone calls are monitored for training purposes and none checked yesterday were handled inappropriately. 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 No help available
Rated 1 star out of 5
by J brown - Posted on 07 December 2022
I phoned for an appointment regarding my 8 year old child who has fever, has a rash, has earache and is coughing. Response was “sorry, got no appointments”. We’ll get the chemist to ring you today ( this also didn’t happen)I asked if they’re not concerned about Streps symptoms that, as we’re all aware, has sadly led to the deaths of young children. The response was “ I can’t make clinical decisions”. There’s no need for me to describe what I feel. That can easily be imagined.
Visited December 2022
Review titled Longrove surgery
Replied on 08 December 2022
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 do put your comments in writing to the Practice Manager so we can investigate. Thank you.
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Review titled Worst Practice
Rated 1 star out of 5
by Sanjeev Sharma - Posted on 05 December 2022
My son is having bad throat and fever over weekend hence trying to book a GP appointment as he is still not well. My wife is trying to call since 7:30am as this time mentioned in their page to open the GP however the answering machine says GP will open at 8:00am. When we tried at 8:00am it not at all went through. Due to this new virus in kids we are worried and GP is unavailable. Where should we go from here. We wanted to do a throat swab test to be sure about his health. Tried web site to book an appointment, but the site is also not working. Where should we go.
Visited December 2022
Review titled Longrove surgery
Replied on 06 December 2022
Thank you, we have spoken with you today. In future please call the surgery from 8am when we will be able to assist you Thank you
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Review titled Very good experience
Rated 4 stars out of 5
by VHarrison - Posted on 02 January 2023
I used e-consult and the GP called me the same day and, following a discussion, an appointment was arranged for the next day. The appointment was on time, very thorough and the GP organised prescriptions and an X-ray. All were promptly completed despite this happening between Xmas and New Year. I was worried that there might be long delays because of the holiday period etc, but not so. I was very impressed. Thank you Longrove and NHS.
Visited December 2022
Review titled Longrove surgery
Replied on 03 January 2023
Thank you for your comments. We always endeavour to try and be as helpful and supportive as we can for our patients, even though we are under a lot of pressure in the NHS. Your kind comments have been passed on to our reception team and the doctor. We do appreciate you taking the time to review us.
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Review titled How rotten a surgery has been allowed to become...
Rated 1 star out of 5
by Robert Watson - Posted on 29 December 2022
Blood and poison gushing from a foot wound. 37 minutes listening to ghastly muzak until I managed to speak to an administrator (quite why not a clinician is unclear) who told me I would have to rejoin the whole queuing process again tomorrow when my wife will be available to drive me. I have a bowel cancer colonoscopy booked at the Royal Free on January 27th which `I know will not be carried out with an open would...I am really hoping the surgeon dispenses appropriate admonitions to this practice....my last GP appointment fobbed me off with a visit to the East Finchley open wound department where I waited for four hours before giving up. I really think it's high time for GP's to climb down from their altar, put away their golf clubs and get back to doing their job...based on my experience today this is a long way off...
Visited December 2022
Review titled Longrove surgery
Replied on 30 December 2022
We are sorry you feel that we don’t provide a better service, we always endeavor to try and be as helpful and supportive as we can for our patients. Unfortunately, we are not commissioned to provide wound care service at the present time. I can confirm you have been given the correct advice to attend a local wound care service by our reception team where you will receive appropriate care.
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Review titled Bad telephone experience
Rated 3 stars out of 5
by Anonymous - Posted on 15 November 2022
I have just called the practice for the 3rd time today, but keep getting cut off. First time, I'm number 11 in the queue, 2nd time I started at number 13, held on for 35 minutes, my call got answered, I couldn't make out what the person was saying, I tried to talk and they hung up. After 35 minutes holding on, now I'm calling back and I'm number 15 in the queue, which will be more than 35 minutes. And this just to ask someone about an appointment and medication my 7 year old daughter had been given for a chest infection!
Visited November 2022
Review titled Longrove surgery
Replied on 16 November 2022
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 or address this to one of the GP Partners so we can investigate. Thank you. We will in the meantime investigate with our phone providers if there is a problem with our queue buster feature, which should kick in and ask the caller if they would prefer a call back and keep their place in the queue.
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Review titled Difficult to book an appointment
Rated 3 stars out of 5
by Anonymous - Posted on 23 November 2022
I have spent a long time on the phone and when it is my turn there are never any appointments. The online booking system was fantastic!!! Sadly it was stopped during covid, understandably. Are there any plans to bring it back soon? When do you think that will be? I can't wait - I loved it! Many thanks in advance.
Visited November 2022
Review titled Longrove surgery
Replied on 24 November 2022
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.