North Street Medical Care
274 North Street, Romford, Essex, RM1 4QJContact details and opening times
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Reviews
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Review titled Poor
Rated 3 stars out of 5
by Ian overy - Posted on 02 June 2023
I foned fri 2nd june to get access to my medical records but the person i spoke to said they cant let me have them was told theydont give them out to patients any more i dont believe this and i know i have a right to have a copy of my medical records
Visited June 2023
Review titled North Street Medical Care
Replied on 15 June 2023
We apologise for any misunderstanding. Our Senior receptionist has been in touch with you and rectified the issue. You should have received the requested medical records by now. Very best regards The North Street Medical Care Team
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Review titled Terrible Service
Rated 1 star out of 5
by Anonymous - Posted on 23 May 2023
Trying to get an appointment at this surgery is like getting blood out of a stone. I done everything they tell you to do - “call at 8am, use EConsult, use NHS App”. 8am call - wouldn’t even allow to to remain on Hold - cut me off saying there was too many people in the queue EConsult/NHS App - the first time I booked an appointment via this method, I promptly got a call back to tell me they were cancelling the appointment as my issue was not an emergency and I should call back the following day to book an appointment. Obviously the issue was not life or death otherwise I would have attended UrgentCare or called 999. The second time I attempted to book an appointment online - the only appointment I could get was a telephone consultation for 4 weeks away. I have recently had a text from the surgery to ask me to book an appointment with the GP to discuss recent blood test - so I called and was given a telephone appointment for 4 weeks time. Absolutely terrible - so it will have taken over 8 weeks in total from start to finish - and I still wouldn’t have physically seen a human being. How this surgery runs a service is beyond me - they talk about patients cancelling their appointments - which have wasted GP and Nurses time - however this is probably due to the patient resolving their issues by going private, being admitted to hospital or attending UrgentCare (ultimately wasting hospital time). It takes so long to get through to the receptionist (on a good day you’re looking at 20 minutes), that the patient who wants to cancel haven’t been able to get through. Don’t even get me started about the opening hours. They don’t support patients who work. If you work long hours, or 9-5 and don’t work in the area (for travel times), then forget about making an appointment. Do yourself a favour and register elsewhere. Most of the reviews on here are the same - terrible. So please - register elsewhere - this surgery doesn’t care. They register more patients than they can provide a service for - purely for financial reasons it seems.
Visited May 2023
Review titled North Street Medical Care
Replied on 31 May 2023
We apologise to hear that you had trouble trying to book an appointment. On the day appointments are released at 8 am each morning and can be booked through the NHS App or via the telephone. Online appointments are released online each morning at 8 am for the day and are a convenient way of booking an appointment. There is a high demand for urgent on the day appointments, that is why we are asking patients to call back after 10.30 am for non-urgent appointments. You can download the NHS App through the app store or google play or go to our website on https://www.northstreetmedicalcare.co.uk/ For routine appointments please call between 10.30 am and 3 pm, that is the least busy time. We are offering enhanced access for GP and Nurse appointments at Raphael’s House, Pettit’s Lane, Romford weekday’s evenings from 6.30 pm and also on Saturdays. (Currently, you can book the enhanced access appointments through our receptionists at North Street Medical Care, but there is an online booking system currently in development.) You can also call the Havering’s GP access HUBs. Patients can book appointments via NHS111 or directly via 02037701888 from 12:00hrs – 21:00hrs Monday to Friday, 09:00hrs – 17:00hrs Saturday and from 09:00hrs – 16:00hrs Sundays. In addition you can also contact us online through the website for non-urgent matters. https://florey.accurx.com/p/F82009 If you are seriously unwell, please call 999. We are regularly monitor that we are offering enough appointments to our patients, which is overseen by the Primary Care Team and the CQC. Please check out the latest CQC report which can be viewed on our website. You mentioned in your comment that we publish a report of how many patients cancel their appointments. This is not the report we are publishing, as we urge patients to cancel their appointments if they no longer need it. Another patient will thank them for it. You can cancel an appointment conveniently through the NHS App. For your information in April we had 196 patients not attending their booked appointment and did not cancel it. In regards to your personal experience, please contact the practice so we can look into your complaint. The North Street Medical Care Team
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Review titled RudeStaff
Rated 1 star out of 5
by Anonymous - Posted on 04 May 2023
I just call to practice to find out how my nephew will get NHS number who been register with you and haven't received his NHS number yet but to answer that simple question receptionist was so rude ,didn't give me her name and hang my call. its really rude .
Visited April 2023
Review titled North Street Medical Care
Replied on 15 May 2023
Thank you for your time writing a review about your experience at our surgery. Because of data protection we are not able to discuss or disclose any patient details to a 3rd party, therefore we can’t give you any information about your nephew. Please ask your nephew to contact us himself. In regards to the NHS number, this comes directly from the Health Authority via letter to your nephew’s home address. Once this has been issued it is visible on the GP patient record. The practice has no influence on how long it takes for the NHS number to be issued. We are recording all our calls for training purposes. If you feel that the receptionist was rude to you, please accept our apology. Please contact us so we can listen to the call and offer training to our staff. North Street Medical Care
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Review titled Bad service
Rated 1 star out of 5
by Tugba Serce - Posted on 21 March 2023
I have been trying to contact them from last week. Today i could reach them.ask for the appointment. They said u shoul call us tomorrow from 8. I explained i have been calling them for 1 week and after 1 week i have chace to reach them. They have sent a form. I filled and sent back. I have received phone call from them. I m told they r going to send the link and i need to get appointment online. I have tried to get appointment online but page directed me to private consultation. I don't want private consultation i want to see my gp. I shouldn't be too dificult to get appointment
Visited March 2023
Review titled North Street Medical Care
Replied on 31 May 2023
Dear Mrs Serce, Thank you for your comment on our review site and apologise that you felt that the appointment process was not easy to follow. We regularly review our processes and also take advise from our Patient Participation group. We were concerned about the comment that you called for 1 week to get through to us to book an appointment. All incoming calls are registered, therefore we run a call report for your record for 7 days from the 14th to the 22nd March and found 1 attempt on the 21/3 and on the 22/3 eight attempts and the ninth was answered. We apologise for the delay in answering. You called just after 8 am which is our busiest time of the day and we try to answer calls as quickly as we can. If you called from a different mobile/ telephone number on the other days please let us know, so we can run the report. We use the data for training and statistic purposes to improve on our service. The link that we have sent was https://www.gpwebsolutions-host.co.uk/14107/2021/07/23/how-to-book-an-appointment/. We have tested the link and it goes straight to our North Street Medical Care website. We are contractually not allowed to recommend a private GP service and would therefore not send such information. There might have been a misunderstanding. When you called the next day on the 22nd March, you received a face to face appointment on the same day with one of our doctors in the surgery. We are more than happy to explain our processes, please let our reception team know. Please accept our apology again for the delay in answering your call. Kind Regards The North Street Medical Care team
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Review titled Extremely good practice.
Rated 5 stars out of 5
by Joan May - Posted on 16 February 2023
Having had a few problems when I signed in with this practice in April 2022, I have found all staff doctors, pharmacists receptionist's have gone above and beyond with their help and advice.i cannot recommend this practice enough.
Visited February 2023
Review titled North Street Medical Care
Replied on 21 February 2023
Dear Ms May, Thank you for the lovely feedback and taking the time to write a review. The North Street Medical Care Team
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Review titled Great Practice
Rated 5 stars out of 5
by Anonymous - Posted on 15 February 2023
I have used the e consult a few times. I have always got a response within 48hrs. Following this I have then been given either a telephone or face to face appointment. Have been with this practice for just over a year and so far cannot fault it.
Visited January 2023
Review titled North Street Medical Care
Replied on 21 February 2023
Thank you for such a lovely review. It really does make a difference to our team. We always try our best to help our patients.
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Review titled Bouncers for receptionists not humans
Rated 1 star out of 5
by Fatima - Posted on 19 December 2022
Filled an EConsult since Thursday me and my whole family are all sick with what my son brought back from school with no signs of getting Better after a 4days, from fever to vomiting to flushed cheeks, body pain and chesty cough there is nothing we didnt have and all looking highly contagious. I was told they would call me on Thursday but had no call. There was no out hour’s appointment all gone despite hours on the line then getting hanged up on because they can’t hear you, tried calling 111 and I was lucky caller no157. No worries I called up this morning at 8pm i was put on the list again told I would get a call 9-2pm, at 1.15 I called up to ensure I was getting a call the receptionist told me I was put down for afternoon call back, I explained the situation and asked why it was moved and why I was told I was booked for the morning she became irate and accused me of been rude! I said I wasn’t I don't know why she found me asking a question rude, she said she just got in and that’s what’s on the system so I would get a call. She said you should try the walk in clinic.-it’s like a slap to the face. Do you understand that I am calling my gp because I have a sick family, the people calling your impossible to get through phone line are in need of help, the least you can do is listen and talk to your patients with dignity you have no idea how your responses are impacting your patients mental well-being, it is never ok to talk down to people when they are already down especially working in the the sector that you have chosen to work in. You should be ashamed of yourselves and get yourselves trained up on how to speak to people. Is this really what the actual gps are wanting to represent them your staff are acting like bouncers ushering people away it costs nothing to be nice.
Visited December 2022
Review titled North Street Medical Care
Replied on 29 December 2022
Dear Fatima, Thank you for your comment on the NHS reviews website. We are very sorry that you had trouble speaking to a GP. It must have been very distressing at the time. Here at North Street we take all complaints and comments seriously and are committed to investigate all concerns brought to our attention. Could you please contact us so we can conduct an investigation to why you were not called by a GP. Unfortunately we don’t have enough information to look into this issue in more detail. We are very sorry if you felt our receptionists have spoken to you in an inappropriate way. We do record all calls for training and monitoring purposes, so that can use your feedback to train staff. We are looking forward to hearing from you. Kind regards North Street Medical Care Management team
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Review titled No appointments available and alternatives don’t work
Rated 2 stars out of 5
by Anonymous - Posted on 02 November 2022
I called this morning as I was unwell and they told me that they do not have any available appoints at 9am! I was asked to call their out of office helpline at noon but no one picks up - someone sick can perhaps become worst. They gave me walk in clinics but they are far from my place and I live alone so who will take me there when the GP practice in Chadwell Heath is 5 mins walk from my Residence.
Visited November 2022
Review titled North Street Medical Care
Replied on 08 November 2022
We are sorry to hear that you are troubled about trying to book an appointment. Here at North Street Medical Care we take all complaints seriously. On the day appointments are released at 8 am each morning and can be booked through the NHS App or via the telephone. Online appointments are released online each morning at 8 am for the day and are a convenient way of booking an appointment. There is currently a high demand for urgent on the day appointments, that could be one of the reasons why you were not able to book an on the day appointment when you called at 9 am. You can download the NHS App through the app store or google play or go to our website on https://www.northstreetmedicalcare.co.uk/ For routine appointments please call between 11 am and 3 pm, that is the least busy time. You can also call the Havering’s GP access HUBs. Patients can book appointments via NHS111 or directly via 02037701888 from 12:00hrs – 21:00hrs Monday to Friday, 09:00hrs – 17:00hrs Saturday and from 09:00hrs – 16:00hrs Sundays. You can also contact us online through the website for non-urgent matters. https://florey.accurx.com/p/F82009 If you are seriously unwell, please call 999. Please note that there is also an element of patients not cancelling and not arriving to their booked appointment. In October 2022, 258 patients did not attend their appointment and did not cancel it. This means that 258 patients who needed an appointment have missed out, because someone has not cancelled an appointment they no longer needed! This means that approximately 41.5 hours of GP and nurse’s time was wasted. We urge our patients to cancel their appointment if they no longer need it. Another patient will thank them for it. Kind regards North Street Medical Care Team
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Review titled Worst GP Practice
Rated 1 star out of 5
by Anonymous - Posted on 09 September 2022
You can never get an appointment. Hold times on the phones can be over an hour, or are you are cut off and have to start ringing again. I would not recommend anyone to join this practice.
Visited September 2022
Review titled North Street Medical Care
Replied on 21 September 2022
Thank you for taking the time to write your comment on the NHS review site. We appreciate your comments and we take the time to review comments and complaints on a regular basis in our team meetings. Only through your feedback we can review our systems. We apologise for any inconvenience caused when you were trying to book an appointment. Please refer to our website on how to book an appointment https://www.northstreetmedicalcare.co.uk/2021/07/23/how-to-book-an-appointment/ Please call 01708 629733 for urgent on the day appointments from 8am. We offer a number of on the day urgent appointments and they do get booked up very quickly from 8 am onwards. For routine appointments, please call between 11am-3pm or use the NHS app to book online. For non-urgent matters Accurx online is a very good tool to reach the surgery. It is accessible through our website https://florey.accurx.com/p/F82009 I hope this information was useful to you and will help to book an appointment in the future. Kind regards North Street Medical Care
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Review titled Joke should not be allowed to represent the NHs
Rated 1 star out of 5
by Alan Walker - Posted on 15 September 2022
I had a procedure 7 months ago, iv waited for the results from North street when I chased it up they told me they had not had the results back and I needed to chase up the hospital, the hospital confirmed they had sent the results to north street 2 weeks after the procedure 6 and half months ago, they then said they would send the results to them again, I chased up north street to be told they have the results and will have to wait another month before the doctor will call me with them, north street is a complete joke they have far too many patients and not enough staff to cope the service they offer is diabolical you cannot even call to get an appointment after holding for 40 mins they tell you the appointment book is closed and you need to call back again at the end of the month!! This surgery needs to be shut down or taken over by new management Iv been a patient here for over 20 years but now am desperately trying to find an alternative as I do not feel safe having them as my doctors anymore, there inefficient, inconsiderate and down right unorganised and should not represent the NHS i myself now feel the only way for me to get any kind of health service is to go private! why have a paid national insurance my whole life to be treated like this!
Visited September 2022
Review titled North Street Medical Care
Replied on 23 September 2022
Dear Mr Walker, Thank you for taking the time to write your comment on the NHS review site. We are sorry to hear you are troubled about the concerns raised in your comment, and we will be happy to respond to them. Here at North Street Medical Care we take all complaints seriously and are committed to investigate all concerns brought to our attention. Unfortunately, I cannot locate you as one of our patients under the name you have posted on the website. Please write to us directly with your personal details, so we can investigate the matter raised. In regards to the appointments, I apologise for the inconvenience caused. We are sorry if there appears to be a misunderstanding about the appointment availability and that our receptionist said to call back at the end of the month. This is definitely not our policy and how our staff are trained. We are recording calls for training and monitoring purposes. If you can check your phone log and contact us with the date and time you have made that call, we would like to investigate this further. We offer a number of on the day urgent appointments and they do get booked up very quickly from 8 am onwards. For routine appointments, please call between 11am-3pm or use the NHS app to book online. For non-urgent matters Accurx online is a very good tool to reach the surgery. It is accessible through our website https://florey.accurx.com/p/F82009 Please visit our website for a full list of options, which includes the Havering HUB and 111 - https://www.northstreetmedicalcare.co.uk/ I would like to apologise once again and want to assure you that we want to provide the best care to all our patients. Please contact us so we can investigate your complaint in detail. Kind regards Your North Street Medical Care team