Pimlico Health At The Marven Surgery
46-50 Lupus Street, Westminster, London, Greater London, SW1V 3EBContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Great practice
Rated 5 stars out of 5
by Alice Smith - Posted on 21 December 2024
The nurse was very reassuring and made me feel relaxed when I had to come for my routine appointment. She kindly sent me some information I needed. All in all a very good practice.
Visited December 2024
Review titled Pimlico Health At The Marven Surgery
Replied on 23 December 2024
Dear Alice, Thank you for your kind words! I am glad to hear that the nurse was able to reassure you and make your appointment a positive experience. I will pass your feedback back to the staff member. Thank you for taking the time to provide us with your feedback. Many thanks Eleanor Bonas Practice Manager
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Review titled Terrible Surgery and appointment system
Rated 1 star out of 5
by Anonymous - Posted on 29 November 2024
Went to arrange an appointment and had to deal with a very unhelpful and rude receptionist. She was impatient and abrupt even though the place was almost empty. Had to phone in to make an appointment which was for two weeks time. Not returning to Marven.
Visited November 2024
Review titled Pimlico Health At The Marven Surgery
Replied on 02 December 2024
Dear Patient, Thank you for sharing your feedback. I sincerely apologise for your experience at our practice. Could I kindly ask you to email your details to pimlico.marven@nhs.net? This will allow me to investigate your complaint further and address the matter with the relevant staff member. Many thanks Eleanor Bonas
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Review titled I can't recommend Pimlico Health enough!
Rated 5 stars out of 5
by Anonymous - Posted on 16 October 2024
From the moment I became a patient, the staff are always welcoming and professional. I called yesterday morning at 8am, was asked to come into the Practice for a face to face at 10:20, was greeted by a nice reception team and by 11am I was home with my prescription. The Doctors are fantastic. They take the time to listen to concerns and provide thoughtful, thorough care. I always feel heard and understood during my appointments. The entire team truly goes above and beyond to provide exceptional patient care. A big thank you to the team for everything they do!
Visited October 2024
Review titled Pimlico Health At The Marven Surgery
Replied on 16 October 2024
Dear Patient, We truly appreciate you taking the time to share your feedback. We look forward to continuing to provide the best care possible. Kind regards, Eleanor Bonas Practice Manager
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Review titled Simply the Best
Rated 5 stars out of 5
by rwcm - Posted on 10 October 2024
Today I received an unexpected call from my doctor following up on an event from a few days a call. The call was intended to put my mind at rest and the doctor's compassionate words did the job. I have nothing but praise for the practice and those who work in it.
Visited October 2024
Review titled Pimlico Health At The Marven Surgery
Replied on 15 October 2024
Dear Patient, Thank you for taking the time to provide us with your feedback. I am really pleased to hear how our GP took the time to follow up and provide reassurance. We always strive to offer compassionate care, so it’s wonderful to know that your experience reflected this. Your kind words are greatly appreciated, and I will be sure to share them with the team. Thank you again for your feedback. Kind regards Eleanor Bonas Practice Manager
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Review titled Great Service - Covid and Flu Vaccination
Rated 5 stars out of 5
by Karima K - Posted on 16 October 2024
I attended on Sunday 6th October for my Covid and Flu vaccination at Pimlico Health. The clinic was extremely well-run, with clear instructions and great management. From the moment I arrived, everything was smooth and efficient. The staff were friendly and professional, making sure that all patients felt comfortable and at ease. The staff administering the vaccines were knowledgeable and gentle, and took the time to explain the process clearly to both myself and elderly Mother. I really appreciated the quick and seamless service—our appointments ran right on time! Thank you to the whole team for arranging such a well-coordinated clinic
Visited October 2024
Review titled Pimlico Health At The Marven Surgery
Replied on 16 October 2024
Dear Karima, Thank you so much for taking the time to share your positive experience at our COVID and flu vaccination clinic. We’re delighted to hear that you and your mother found the clinic to be well-run and efficient. We’ll be sure to pass along your appreciation to the team. Kind regards, Eleanor Bonas Practice Manager
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Review titled Exceptional service at Pimlico Health Centre @The Marven
Rated 5 stars out of 5
by Lucia - Posted on 25 October 2024
It's a first time I am giving a feed back because I am really impressed with the service I received. Yesterday the 24/10/2024 at 15:00 in room 4, a black young lady attended to me, she was very nice and well mannered. She made me feel welcome and comfortable. She was very professional; I hope to see more of such behaviour at the surgery in particular and at the NHS surgeries in general. I am very happy with her service.
Visited October 2024
Review titled Pimlico Health At The Marven Surgery
Replied on 25 October 2024
Dear Lucia, Thank you so much for taking the time to share your positive feedback. We are committed to ensuring that every patient receives the same level of care. Thank you again for your feedback and support. Kind regards, Eleanor Bonas Practice Manager
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Review titled Rude receptionists myth at Pimlico Health at The Marven
by Anonymous - Posted on 18 September 2024
My experience today 18.09.24 Called the practice, was on hold for less than 2 mins, spoke to a lovely and kind person to rearrange an appointment due to a mixup all sorted within a few seconds. Hadn't received a text about a second GP Telephone appointment, person found it and told me the time slot in a few seconds ( yes I hate Tele appointments too but that's the way now). I seriously don't get the claims of rude receptionists here, I've been with the practice 22 years and of course there's been occasions where the Admin staff are under pressure but they have always been professional, 99.99% of the time they are patient, listen (so so important to do) and have done their up most best to facilitate what I need within the constraints of appointment slot availability. I am not calling to have a chat with a friend but I always adopt a friendly, patient and appreciative approach back and this seems to work spectacularly well, not just with GP Staff but in general and highly recommend this approach. Have I had issues in the 22 years of being with the practice? Surprisingly very very few! But I see it as a partnership and like all relationships, business or personal over such a long time frame, issues will arise and they have always been quickly and quietly resolved. I can't name the person today that sparked my posting as it's against the review rules but it wasn't just them that prompted me, it was seeing a video online of someone ranting about GP staff and it reminded me of how lucky we are that Pimlico Health at The Marven do have a wonderful admin team, be nice to them and am sure they will be nice back and the Practice Manager team will resolve an issue if you contact them. I've made this anonymous because I don't want hundreds of emails asking me more questions. I'd happily recommend PH@TM
Visited September 2024
Review titled Pimlico Health At The Marven Surgery
Replied on 18 September 2024
Dear Patient, Thank you so much for taking the time to share your positive experience with us. I appreciate your thoughtful response, especially given your 22 years with the practice. We understand that sometimes there can be challenges, but we strive to maintain a respectful and supportive environment for all our patients, and your recognition of our team's efforts means a lot. Many thanks again, Eleanor Bonas Practice Manager
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Review titled Patches is great
Rated 5 stars out of 5
by PATCHES is great - Posted on 26 September 2024
I used Patches for the first time this week. I really liked that I could explain my health issue in my own words. It also took away the uncertainty being in a telephone queue. I got a call back from a doctor within a couple of hours and an appointment for the following evening. I couldn't ask for more.
Visited September 2024
Review titled Pimlico Health At The Marven Surgery
Replied on 15 October 2024
Dear Patient, Thank you for your feedback! I am pleased to hear that your experience using Patches was so positive. We have a trained team that deal with the Patches requests so I will be sure to pass your feedback onto them. Kind regards Eleanor Bonas Practice Manager
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Review titled Unacceptable behaviour by receptionist
Rated 1 star out of 5
by MISS D GRECU - Posted on 13 August 2024
I am writing to express my deep frustration and dissatisfaction with the service I received from one of your receptionists during a phone call earlier today. Two weeks ago, I had an ultrasound at your clinic, and I have been trying to find out where I have been referred to for follow-up. For the past two hours, I have been repeatedly calling different numbers that I was given, but each time I was either transferred or directed to another number without any resolution. Today, when I called your clinic, I spoke with a receptionist. I found her behavior to be extremely rude and unprofessional. Not only did she fail to provide any assistance, but she also raised her voice at me, which left me feeling frustrated and disrespected. As a patient, I expected a basic level of courtesy and support, which was completely lacking in this interaction. I understand that staff can be busy, but the behavior I encountered was unacceptable. I kindly request that you investigate this matter and take appropriate action to ensure that no other patient has to experience such a distressing situation in the future. Thank you for your attention to this serious matter. I look forward to your response and hope for a resolution to my concerns as soon as possible.
Visited August 2024
Review titled Pimlico Health At The Marven Surgery
Replied on 21 August 2024
Thank you for your email and for sharing your concerns with us. We take all feedback seriously and appreciate you bringing this matter to our attention. I have responded to your complaint in full directly via email. Kind regards, Abir Laddour Assistant Practice Manager Pimlico Health @ The Marven
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Review titled Terrible service at reception
Rated 2 stars out of 5
by Quentin - Posted on 27 June 2024
I had my blood tests taken. The center that did my blood tests said that the DR will call me if they find anything wrong. A couple of days later I received the results in the NHS app which showed abnormalities, they then called me to book an appointment for the following day. The next day I got there as per my booking just to be told that I am no longer on their books, and that there is no appointment anymore. I had to travel two hours after a sleepless night worrying about my results, only to be sent away with no help whatsoever. The lady at the reception was rude and made it seem like it was my mistake, no one took any responsibility for booking a false appointment or contact me about changes. My test results are also no longer available in the NHS app. Very unprofessional for leaving a patient worried about their health.
Visited June 2024
Review titled Pimlico Health At The Marven Surgery
Replied on 17 July 2024
Dear Quentin, Thank you for bringing this matter to our attention. We deeply regret the distress and inconvenience you experienced due to the issues you faced during your recent visit. Firstly, we sincerely apologise for the miscommunication regarding your appointment and the unprofessional behaviour you encountered at reception. We understand how concerning it must have been to see abnormalities in your test results and not receive the necessary follow-up care. We are taking your feedback very seriously and will investigate the matter thoroughly to understand where things went wrong. We will also address the behaviour of the reception staff to ensure that all patients are treated with respect and empathy. To assist us in resolving this matter, could you please send an email for the attention of Abir to: Pimlico.marven@nhs.net with your full name and date of birth. This information will help us to investigate and ensure that similar issues do not occur in the future. A member of our team will be in touch with you once we conclude our investigations. Thank you for your patience and understanding. Kind regards, Abir Laddour Assistant Practice Manager