Oak Lodge Medical Centre
234 Burnt Oak Broadway, Edgware, Middlesex, HA8 0APContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Poor Service
Rated 1 star out of 5
by Anonymous - Posted on 08 January 2023
I’m disappointed with the practice only accepting bookings for ‘on the day’.only and then only from 0830hrs and 1400hrs. People who work cannot sit on the phone in their place of work hoping to gain an appointment then getting what is usually a firm ‘no sorry all the appointments have gone can you phone back either at 1400hrs or tomorrow when we open again’ I’ve had to fight for even a telephone consultation. I have severe leg pain issues happening all the time but can’t get past a physio therapist to actually being examined face to face with an actual Dr! The practice needs re-jigging to have actual appointments that can be booked in advance to suit patients working hours. I have to be in central London for my job that starts at 07:30, even if someone were to eventually answer the phone to book me an appointment I would then have to travel all the way back, get seen and then travel back to my workplace!
Visited December 2022
Review titled Oak Lodge Medical Centre
Replied on 03 May 2023
We are sorry to hear that you had difficulty accessing our services. We have various ways to access our services, online booking, e-consult options via the website, Additionally, we offer evening and weekend appointments, through our Federation service to accommodate those that cannot attend during core hours. We continually review our access to services and try to accommodate our patient’s needs. We are sorry you have had difficulty.
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Review titled Awefull Receptionist
Rated 1 star out of 5
by Hilary Okwuokei - Posted on 28 December 2022
The receptionist and line managers are very dismissive. Not ready to listen to hear me out. I have been waiting for a physiotherapist appointment for 2 years. Each time I call to ask for an update I get told they will send a message to follow it up.
Visited December 2022
Review titled Oak Lodge Medical Centre
Replied on 03 May 2023
We are sorry you have been waiting for your appointment for so long. We are aware the waiting times are very long for most services post Covid. All NHS services have been struggling and I can assure the staff do their best to follow up and send messages, however I am not sure this expedites appointments. We are sorry if you felt we were dismissive, this would never be our intetnion.
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Review titled Useful staff
Rated 5 stars out of 5
by Anonymous - Posted on 24 November 2022
The receptionist was very friendly and helpful to even book me a telephone appointment after my face-to-face one yesterday. The nurse saw me before my appointment time.
Visited November 2022
Review titled Oak Lodge Medical Centre
Replied on 03 May 2023
Thank you for your feedback. The reception and nursing team were grateful to you for taking the time to appreciate the service they provided.
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Review titled Impossible to reach by telephone
Rated 2 stars out of 5
by Neil Smith - Posted on 18 October 2022
It is virtually impossible to contact the surgury by telephone, visit in person or forget it. There used to be an option to ignore the choice button and eventually join a queue where you would be answered or they would call you back; this is no longer the case. I have waited an hour for 'prescriptions' before hanging up I waited 40 minutes for 'Results', having gone from no. 4 to no. 2 before hanging up. The whole telephone system needs to be evaluated and changed.
Visited October 2022
Review titled Oak Lodge Medical Centre
Replied on 03 May 2023
We are sorry to hear that you had difficulty accessing our services . We are trying out a call back service and have had some issues with this. We are reviewing staffing levels and other options to improve access and utilise our telephone system in a positive supportive way. There are alternative ways to access our services, online booking, e-consult options via the website, Additionally, we offer evening and weekend appointments, through our Federation service. We continually review our access to services and try to accommodate our patient’s needs. We are sorry you have had difficulty.
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Review titled Bad
Rated 1 star out of 5
by Anonymous - Posted on 27 October 2022
I waited 40 minutes on a phone call to make my appointment, because they only make appointments via phone, when it was my turn, they hung up. I called again and spent 25 minutes to be number 1 in the queue and another 1 hour waiting to be answered. When they saw me, they said there was no room to see the doctor. I've been calling every day for a week and it's always the same thing...they drop the call or when they answer they don't have a time and when they give you the option to call you back, they don't return...when you go there in person, they say they can't make an appointment in person.
Visited October 2022
Review titled Oak Lodge Medical Centre
Replied on 03 May 2023
We are sorry to hear that you had difficulty accessing our services . We have various ways to access our services, online booking, e-consult options via the website, Additionally, we offer evening and weekend appointments, through our Federation service. If you're unable to get an appointment with your GP, you may also want to consider visiting a walk-in centre or urgent care clinic. These facilities can often provide medical advice and treatment for minor illnesses and injuries and can be a good option if you're unable to get an appointment with your GP. We continually review our access to services and try to accommodate our patient’s needs. We are sorry you have had difficulty.
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Review titled Opening times.
Rated 1 star out of 5
by Anonymous - Posted on 15 October 2022
The receptionist gave me a small bottle to pee in on Saturday morning for my diabetic review and hand it in on Saturday by the desk. How ever they don't open on Saturday morning like they use. I did ask the receptionist if I can do it here in th surgery and she said no. You have to take it home & do it. Bring it in the next day. The next day is Saturday morning which they don't open. Now I have to wait til Monday afternoon after I've finish work to bring my example in. What happen to these receptionists as they don't have a clue what they are doing in there job roles.
Visited October 2022
Review titled Oak Lodge Medical Centre
Replied on 03 May 2023
We are sorry you had difficulty leaving a sample to be tested. The surgery is not open at weekends, however the out of hours service operates from the same site. We did feed back your comments as we felt the receptionist could have accommodated your request. We apologise for the inconvenience.
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Review titled Duty of care lacking
Rated 1 star out of 5
by Anonymous - Posted on 29 September 2022
I've always found the receptionists at this practice to be polite and civil. Though I do think they brace themselves for possible abuse which is understandable as they are so stretched. What isn't acceptable is the admin side. I now order my prescriptions through the NHS app, the problem is that one essential prescription is missing and has been since August 2022. I've emailed every week and rung so many times and have had to hang up. This morning I was 'number 3 in the queue' and had to hang up after 40 minutes. Not all of us can afford to hold on for that length of time. Whoever looks after the admin side is seriously lacking. I should also point out that I've had problems pre covid with my prescriptions. One other thing I noticed on my last visit is that the room on the very far right down the corridor, as you walk in from the waiting room, reeks of smoke. Strong enough to make your eyes water. All workplaces I know of shove smokers into the street for their smoking break. Is there a smoking room in the practice?
Visited September 2022
Review titled Oak Lodge Medical Centre
Replied on 28 October 2022
We are pleased to learn that you find our receptionist to be polite and civil. We are very sorry to read your comments about your experience regarding your prescriptions. We would encourage you to contact us direct so that we can look into this for you and explore why this particular item has not been prescribed. Could a review be due or is this an acute item for example? Is this something our new practice pharmacist may be able to help with? Again, we encourage you to contact us so that we can address the issues. With regards to the smell of smoke, we have not had any other reports of this. We operate a no smoking policy. Smoking is not permitted anywhere on our premises. Please be assured that all the rooms are cleaned and checked daily, we continue to monitor. Thank you for taking the time to provide feedback on our services.
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Review titled Rude receptionist
Rated 1 star out of 5
by Anonymous - Posted on 02 August 2022
They open the surgery at 8:30, but you can try to call 1-2 mins prior to avoid the long queue, which I did. Someone answered at 8:29 really rude and did not even let me finished. I had already sent an e consult so the doctor was aware already of my issue, so I just needed a face to face appointment..she didn’t want to listen and hang up on me. I’ve called again at 8:30 to be put on a long queue of more than 30 people. This is a joke. They always had a problem with the reception part. The doctors and other staff are ok and really understanding..yet they should invest more in the reception training since I know I’m not the only person dealing with this.
Visited August 2022
Review titled Oak Lodge Medical Centre
Replied on 28 October 2022
Thank you for your feedback. We are very sorry to hear that you found our receptionist rude. We do feel that these sorts of issues are generally better discussed with us direct, so that we can look into the particular circumstances and address any issues with the individuals concerned. That having been said, the telephone lines are open in the mornings from 8:00 am to 8:30 am, this period is for emergency calls that cannot wait until the surgery opens fully at 8:30 am. We are sorry if this was not explained at the time. We do appreciate that the telephone lines are very busy, volumes of calls are increasing we emerge from the pandemic. Please be assured that we are working hard to monitor the system and putting in extra resource where possible. We have reinstated our online booking service which can be accessed through the NHS App, which may provide a suitable alternative to the telephone.
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Review titled Rude and unhelpful receptionist
Rated 2 stars out of 5
by Anonymous - Posted on 09 August 2022
Was in a queue of over 30 people and a wait time of over 40 minutes only to be told I had to go on their website (which doesn't exist) and fill in an admin form on there. I explained that a blood test was needed (I attended a walk-in recently and was advised I needed a blood test but my GP had to sign off the referral) and the receptionist was trying to question this and said they don't do blood tests at the GP surgery - this isn't what I was asking for! I can understand being under extreme pressure but questioning someone as to why they need to see a doctor without any medical knowledge or medical training isn't the right way to go about things
Visited August 2022
Review titled Oak Lodge Medical Centre
Replied on 03 May 2023
We are sorry to hear about the negative experience you had while trying to schedule a blood test at your GP surgery. It is understandable to feel frustrated when faced with long wait times and unhelpful customer service. It is essential that patients are treated with respect and empathy, and we apologise that this was not your experience. Just to clarify our website is www.oaklodgemedicalcentre.co.uk We would like to apologise once again for the inconvenience caused and thank you for bringing this matter to our attention. Please do not hesitate to contact us again if you need further assistance.
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Review titled The worst GP!!
Rated 1 star out of 5
by Anonymous - Posted on 05 October 2022
I have waited for a sick note for weeks now. I contacted the GP in August regarding my ankle and spent hours on the phone trying to get through. After many trials I eventually got through to the receptionist and managed to get a doctor to call me - I was told that a sick note would be sent over "shortly". We are now in October and I still have not managed to get the sick note despite chasing them several times. Not to mention it is almost impossible to get through to anyone and even now I was on the phone for nearly an hour only for someone to cut the line on me when I was "caller number 1". This GP is by far the worst and as an NHS worker myself I am utterly disappointed with the level of service they provide. Please avoid avoid avoid!!!
Visited August 2022
Review titled Oak Lodge Medical Centre
Replied on 03 May 2023
We are sorry to hear you had a difficulty getting in contact and obtaining your medical certificate. We recognize the access issues we share with other surgeries currently. Please be assured we are monitoring and implementing changes to try and improve access. We hope in future your experience will be much improved.