Silverlock Medical Centre
2 Verney Way, London, Greater London, SE16 3HAContact details and opening times
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Reviews
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Review titled Terrible phone service!
Rated 1 star out of 5
by Anonymous - Posted on 30 December 2024
I phoned at 8am, I was told on the phone I was number 30 in the queue, this is really upsetting as I need to speak to a dr. I had to get a call back, the receptionist phoned back and said they have no availability today, how am I meant to see a dr if I can't never get through to a dr. This is very upsetting and distressing, to be told to call back tomorrow and it'll be the same story tomorrow. I am at a point where I don't know what to do anymore, I feel that I'll never get an appointment no matter what time I call. I work also, so I have a limited time I can take off, also I can't always call at 8am, so what do I do, this is very upsetting and I feel very depressed knowing I can't speak to a dr about my health.
Visited December 2024
Review titled Silverlock Medical Centre
Replied on 19 January 2025
Dear Patient, We sincerely apologise for the distress this has caused you. We understand how frustrating it can be when you are unable to access the care you need in a timely manner, especially when you're feeling unwell. Our new triage system has been implemented to ensure all patients are seen effectively and prioritised based on urgency. However, when we reach full capacity for the day, it does mean that we are fully booked and unable to take additional appointments. I understand how upsetting it must be to feel like you’re unable to access the care you need, and I deeply regret that this has been your experience. However, our DRIQ Evergreen app, which opens at 7:45 AM each day. You can submit your request through the app, and after it is triaged by one of our doctors, an admin team member will get in touch with you to arrange an appropriate appointment. This system helps us manage demand more effectively and ensures that all patients are seen by a doctor in a timely manner. if you are not yet registered on the DRIQ Evergreen app, we encourage you to register so that you can submit your requests directly and avoid waiting in phone queues. This can be a quicker way to access the care you need. We truly apologise for the inconvenience this has caused and are grateful for your understanding. If you need assistance with using the app or if there’s anything else we can do to support you, please don’t hesitate to contact us 020 7237 4091 Best regards, Aliye Aydin Practice Manager
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Review titled Poor booking service
Rated 1 star out of 5
by Anonymous - Posted on 25 November 2024
Rung to book a doctors appointment not an emergency to be told have to ring at 8am for a same day appointment. This new system is ridiculous. When you do ring at 8 your on the phone forever waiting for all appointments to go to emergencies. Doesn't help that Dr iq is also not working. This practice was so much better before it came a medical centre and moved.
Visited November 2024
Review titled Silverlock Medical Centre
Replied on 24 December 2024
Dear Patient, We sincerely apologise for the frustration you have experienced. We understand that this new system can feel challenging, but it has been designed to ensure that patients are directed to the right care. Not all issues require a face-to-face General Practitioner appointment, and through our new triaging system, General Practitioners can advise on booking appointments with other healthcare professionals such as pharmacists, nurses, or physiotherapists when appropriate. We also want to let you know that our Dr.iQ system, powered by Ever Green, is back and available to all patients. All patients have been sent a link to register with the new Dr.iQ. If you have not done so yet, please register, or if you experience any difficulties, please contact us on 020 7237 4091, and we will be happy to assist you. Thank you for your feedback, and we are committed to making the experience better for all our patients moving forward. Kind Regards Aliye Aydin Practice Manager
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Review titled If I could I'll give them 0 stars
Rated 1 star out of 5
by Anonymous - Posted on 22 September 2024
Absolutely poorly run! Absolutely shocking service! You can't just call for an appointment, you have to do it through dr iq, then you have to wait to see if you qualify for an appointment!
Visited August 2024
Review titled Silverlock Medical Centre
Replied on 21 December 2024
Dear patient, I am really sorry to hear you are not happy with the system. Many NHS practices have started using digital platforms like Dr iQ to manage appointments, and while these systems aim to improve efficiency, they can feel impersonal or slow when you need care. Here's some context about why this system is in place and how it works: 1. Managing Demand: The NHS is under immense pressure, with a large number of patients needing care, often more than can be seen in person. Platforms like Dr iQ help practices prioritise patients based on urgency, ensuring those who need urgent care are seen first. 2. Digital Triage: The platform acts as a form of digital triage, where your symptoms are assessed online before an appointment is assigned. While this can feel like an extra step, it’s designed to ensure that medical resources are used efficiently, directing patients to the right level of care whether that’s seeing a doctor, getting a prescription, or getting advice from a nurse or pharmacist. 3. Accessing Services Safely: During and after the pandemic, many practices turned to digital platforms to reduce in-person visits to protect both patients and staff. This approach has been maintained because it helps reduce waiting room overcrowding and speeds up access to healthcare remotely. That being said, I understand how frustrating it can be when you're just trying to book an appointment but feel like you're hitting barriers. Feedback like yours is essential in improving these services, as technology should ultimately make healthcare more accessible, not more difficult. If you're having trouble using the platform or if it doesn't meet your needs, feel free to call us to book an appointment. Our phone line system is designed for callbacks, so you don't have to wait on hold. After you hang up, you'll remain in the queue, and one of our administrators will call you back at the earliest opportunity
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Review titled Shocking attitude on a receptionist!
Rated 1 star out of 5
by Anonymous - Posted on 21 June 2024
Phoned to book my son an appointment this morning and the attitude I got from the receptionist was gross! Made me so mad! Literally got spoken to like s**t
Visited June 2024
Review titled Silverlock Medical Centre
Replied on 21 December 2024
Dear Patient, I'm sorry to hear about your recent experience booking an appointment for your son. We take all feedback seriously, and it's concerning to hear that you felt spoken to in such a way. We'd really appreciate the opportunity to discuss this in more detail and address the issue properly. If you're comfortable, please reach out to us directly at selicb.silverlockclinic@nhs.net or 020 7237 4091 we can investigate further and ensure this doesn't happen again. Kind Regard Aliye Aydin Practice Manager
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Review titled Friendly nurse and welcoming practice
Rated 5 stars out of 5
by Anna - Posted on 18 June 2024
I visited the practice for a smear test, which I was very nervous for. The nurse was friendly, patient and could not have put me more at ease. The practice is clean and I didn’t have to wait long to be seen. Thank you!
Visited June 2024
Review titled Silverlock Medical Centre
Replied on 21 December 2024
Dear Patient, Thank you so much for your kind feedback! We're delighted to hear that you had a positive experience at the practice and that our nurse was able to help put you at ease during your appointment. It's great to know that the cleanliness and efficiency of the practice contributed to your visit. Your appreciation means a lot to us, and we look forward to continuing to provide excellent care. Kind Regards Aliye Aydin Practice Manager
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Review titled Not recommended
Rated 1 star out of 5
by Anonymous - Posted on 28 March 2024
I can never get an appointment to see a doctor the only people I get to speak with is a receptionist. Who advises to go to dr iq then consultation, take photo and wait for absolutely nothing as they advise you go to 111. What is the point in being registered and you need treatment. I have not spoken to a doctor but yet I have been turned away unseen even through their app I’m in a great deal of pain and waiting to speak to a clinician From 111 It’s disgusting
Visited March 2024
Review titled Silverlock Medical Centre
Replied on 24 December 2024
Dear Patient, I am really sorry to hear about the difficulties you have experienced, and I understand how frustrating and upsetting it must be when you are in pain and seeking help. Please allow me to address your concerns. First, I would like to sincerely apologise for any distress caused. Our goal is always to provide timely and effective care, and it is clear that your experience has not reflected that. We take feedback like this seriously, as we want all patients to feel supported and heard. Regarding the use of Dr.iQ, this system is designed to improve access to healthcare by allowing patients to submit symptoms, photos, and relevant details online. It helps streamline the process, particularly for conditions that can be handled remotely or require further assessment before an appointment. It is used to help manage the high demand for face-to-face appointments and ensure that patients who need urgent in-person care are prioritised. However, I appreciate that it feels like the system has not worked as expected in your case, and I am truly sorry for that. Unfortunately, general practice does not have unlimited resources. At times, we may refer patients to NHS 111 when our capacity has been reached and the patient needs medical attention. The service is intended to assist patients and is the best place to get help if you cannot obtain an appointment with your GP or when we are closed. NHS 111 can direct patients to the best place to get further help. Depending on what you need, Please know that your feedback will be shared with the team to see how we can improve the patient experience. Again, I apologise for your experience and thank you for bringing this to our attention. We are committed to ensuring that all patients receive the care they deserve. Kind Regards Aliye Aydin Practice Manager
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Review titled Great service
Rated 5 stars out of 5
by Anonymous - Posted on 20 March 2024
I had an appointment this morning. Attended 5 minutes before my appointment and was immediately seen. The GP was kind, professional and curious, asking lots of questions and offered me the opportunity to ask questions as well. I was immediately given a diagnosis and a prescription, and given a walk-in x-ray appointment at a nearby hospital. Within an hour, I had my prescription and completed an x-ray. This was the ideal visit to a doctors and is much appreciated given how often negative news of the NHS is pushed.
Visited March 2024
Review titled Silverlock Medical Centre
Replied on 21 December 2024
Dear Patient, Thank you so much for sharing your feedback! It's truly wonderful to hear about your positive experience with the GP and the efficient care you received. It's great to know that you were seen promptly and treated with kindness and professionalism and that your concerns were addressed thoroughly. Stories like yours remind us of the dedication and hard work of NHS staff, especially when positive experiences like this are often overlooked. We're glad to hear everything went smoothly and appreciate your kind words! Kind Regards Aliye Aydin Practice Manager
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Review titled Unprofessional and rude, shouts at you
Rated 1 star out of 5
by Anonymous - Posted on 31 May 2023
Very rude repeatedly, removed me from practice without notice and without giving me my prescription, which the Hospital Doctor prescribed. Left without medicine, no reply to emails about my medicine.
Visited May 2023
Review titled Silverlock Medical Centre
Replied on 24 December 2024
Dear Patient, We sincerely apologize for the experience you had in 2023, and we fully understand how frustrating and upsetting it must have been. We want to assure you that, as per NHS protocol, we would never remove a patient from our practice without proper notification. If this occurred, it was an unfortunate error, and we deeply regret any confusion or distress this caused. Regarding the prescription, we apologise for not ensuring you received the medication prescribed by your hospital doctor. This should not have happened, and we are sorry for any disruption this caused to your care. We also regret the lack of response to your emails, and this is certainly not the standard of communication we strive for. If you have any ongoing concerns or need assistance with your medication, please do not hesitate to contact us directly at 020 7237 4091. We are committed to resolving any issues and improving the care we provide. Thank you for your patience and understanding, and once again, we apologise for the situation you faced. Kind Regards Aliye Aydin Practice Manager
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Review titled No support
Rated 1 star out of 5
by Anonymous - Posted on 04 April 2023
I called to have support about Mental Health, not a emergency, but I was looking for advise how ta have support for my husband, and on the call the operator did not give me the chance to explain the situation and said: ''Call tomorrow from 8am to booking appointment with doctor.'' I wondered if it was my husband on the call, him in the current situation being treated this way, he probably wouldn't return the call the next day. Mental health is something very serious and my first impression is that this is not something important for the Silverlock team.
Visited April 2023
Review titled Silverlock Medical Centre
Replied on 24 December 2024
Dear Patient, We are deeply sorry for the experience you had when reaching out for support, especially regarding such an important and sensitive matter as mental health. We truly understand how crucial it is to feel listened to and supported in these situations, and we regret that this was not your experience. Please know that we are taking this feedback very seriously. We are committed to ensuring that our staff are trained to the highest standards to listen carefully and empathetically to all patients and their concerns. Mental health is a priority for us, and we are working hard to improve how we handle such calls to ensure every patient feels heard and supported. We are truly sorry that this situation left you feeling let down, and we empathize with your concern about how this might have impacted someone in a vulnerable position. Your feedback helps us recognise areas where we must do better, and we are dedicated to making the necessary changes to provide a more compassionate and effective service. Thank you for bringing this to our attention, and please do not hesitate to contact us directly at 020 7237 4091 if we can provide further assistance. Kind Regards Aliye Aydin Practice Manager
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Review titled Not able to see any doctor or get any help
Rated 2 stars out of 5
by Anonymous - Posted on 23 April 2023
I have experienced a very heavy chesty cough with chest pain and short breath, phoned the practise on Thursday and Friday at 8am and both times I was told I couldn't see a doctor as they were fully booked...how is it possible?? Practise open at 8am and they take booking for the day only... Only thing I was told was to call 111 which doesn't help for a quick diagnosis. I was really seek and it is unacceptable that you are not able to see or speak with a doctor...this would never happen in another country!
Visited April 2023
Review titled Silverlock Medical Centre
Replied on 24 December 2024
Dear Patient, We sincerely apologise for the distress and inconvenience you experienced when trying to access care, especially while feeling so unwell. We completely understand how frustrating and concerning this situation must have been for you. To explain how the NHS system works: GP practices operate within limited resources, including a fixed number of appointments each day. When these appointments are filled, particularly during busy times, we may need to direct patients to other services such as NHS 111. NHS 111 is designed to provide immediate guidance and direct you to the most appropriate care, whether that’s an urgent care clinic, pharmacy, or, if needed, advising you to attend A&E. Our practice has a system where we take same day bookings to ensure urgent needs can be prioritised. However, demand can sometimes exceed availability, which we recognise can be frustrating. To improve access, we are continuously reviewing our processes and working hard to meet the needs of our patients. We truly regret that you felt let down and want to reassure you that we are committed to providing the best possible care within the framework of the NHS. Thank you for your feedback it helps us identify areas for improvement and strive to better serve our community. If you continue to experience any health concerns, please don’t hesitate to reach out again. Kind Regards Aliye Aydin Practice Manager