St Andrews Health Centre
2 Hannaford Walk, Bow, London, Greater London, E3 3FFContact details and opening times
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Reviews
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Review titled Not sure my baby is safe within this practice
by Issa - Posted on 26 October 2024
Last Thursday, I have been dealing with a recurrent issue with St Andrews Health Centre and their lack of professionalism and compassion. I have a 8 months baby with numerous allergies. My baby can only drink Aptamil Pepti 2 for which I have a repeated prescription with this clinic. Unfortunately they only provide 2 boxes of formula per prescription so I have to request it appropriately every 8-10 days. The problem is that the staff does not take any of those prescription requests seriously although it is for a baby. This week I have been requesting the formula for 3 days with no answer. I have called and send them multiple online queries with no answer. This is the only milk that my baby can drink, plus it is never available anywhere near me and the pharmacy has to order it which takes another 24 hours. On Thursday, at 1:40pm I have called the GP again to explain the situation and explain that I had requested it for 3 days and the lady who was extremely rude, unhelpful and neglectful told me to call back after 6:30 pm to request it again so they will ask to the doctor to process it.I have explained to her that I really needed the pharmacy to order it today to get it tomorrow. But she kept telling me to call back after 6:30 although she knows that they do not pick up the phone at this time and that no doctor will be around to process the request. I have insisted because I really wanted her to understand that without this prescription my baby wouldn't be able to eat and she hung up on me! Please note that this is not an isolated case, it is recurrent with St Andrews Health practice. I am dealing with really bad anxiety every time I need to request a prescription to them especially when it comes to my baby. And I have been to the exact similar situation a month ago. My baby is going to the nursery next week which means that I will need to provide them some formula too. I don't think that my baby is safe with St Andrews unprofessional heartless staff. I don't understand why the management let them talk to clients the way they do, act the way they do without never stepping in. This is the worst practice ever!
Visited October 2024
St Andrews Health Centre has not yet replied.
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Review titled Fast and thorough support when my child was ill
Rated 5 stars out of 5
by Anonymous - Posted on 23 October 2024
I was impressed by the speed with which face to face appointments were offered (within the space of a day) on two recent occasions when I contacted the surgery about my child’s health. The doctor we saw was helpful and supportive - and it was great to be able to see the same doctor on both occasions. I was happy with the advice we were given and am overall very happy with this surgery.
Visited October 2024
St Andrews Health Centre has not yet replied.
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Review titled System is down, for the second time.
by ARV - Posted on 08 August 2024
I come for the second time, and the second time the system is down. Ok, the first time there was a global problem on the part of Microsoft services, but what this time? They said that they would schedule a new meeting with the doctor, when - again in a month??? The patient has two options, either to die or to heal himself! Real dissimilarity...
Visited August 2024
Review titled St Andrews Health Centre
Replied on 08 August 2024
Dear Patient. Thank you for getting in touch. I am sorry to hear that your felt your recent experience with the surgery was unsatisfactory. Unfortunately in recent weeks we have had IT outages which are beyond our control, todays IT issue was a Towe Hamlet borough wide issue which was resolved by this morning. Please contact the surgery if you wish to discuss this further. Thank you. Practice Manager
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Review titled Terrible practice
Rated 1 star out of 5
by Anonymous - Posted on 27 August 2024
I have been on St Andrews practice for 4 years and my overall experience has been really bad. This is mainly due to the reception team being extremely unprofessional and disrespectful. You would assume that they are extremely busy since they do not reply to email, phone calls and online queried but on arrival you realise that they are just chatting and laughing all day long without paying attention to customer's communication. I believe that they should be supervised better and the queries should be monitored and followed up. A few examples of their negligence being: _ Requesting the same prescription over and over with no feedback _ Calling all day long to get an appointment for my baby and finally being told that no doctor was available not only for the day or for the month but for ever! _ Being attributed inappropriate doctor: a doctor clearly told me that he did not know anything about babies for my 6 months baby appointment _ Closing the online service and telephone communications at the beginning of the afternoon instead of end of day (especially on Friday!) _ Requesting the same repeated prescription for a week with no answer There have been a few instances of negligence related to my baby and I do not feel safe being in this practice These people do not seem to realise that they work with people's health and life.
Visited August 2024
St Andrews Health Centre has not yet replied.
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Review titled Unprofessional receptionists.
Rated 1 star out of 5
by Anonymous - Posted on 29 April 2024
I spoke with an ignorant woman, though I'm not sure of the spelling. I called to address some concerns regarding the repeated errors made by their nurse during my husband's blood tests, with him having to come for the third time now. Instead of focusing on my issues, she mentioned that there were other callers waiting. It's frustrating that my concerns weren't taken seriously, and she claimed she didn't understand my point. She didn't escalate the matter to a supervisor because they were 'busy,' and I was advised to email instead. It's disappointing that the quality of service at this GP's office seems to be declining due to the unprofessional behavior of the front desk staff. They seem to hire anyone without considering how they interact with patients. If they dislike their job, they should consider leaving, or at the very least, learn how to communicate effectively with patients.
Visited April 2024
Review titled St Andrews Health Centre
Replied on 20 May 2024
Dear Patient. Thank you for getting in touch. I am sorry to hear that your felt your recent experience with the surgery was unsatisfactory. Please contact the surgery if you wish to discuss this further. Thank you. Practice Manager
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Review titled Lacks Communication, Doctors and Time
Rated 2 stars out of 5
by Anonymous - Posted on 07 April 2024
Requested pain killers on the econsult form. Basically I missed the phone call to discuss the prescription. So I phoned the reception as I was worried I would be in pain and not receive the prescription. I found the reception staff to be rude. They asked how they could help and I started to explain what happened and a few seconds into my explanation I was interrupted quite bluntly asking for my name and date of birth. I don’t know why they couldn’t have waited the extra 5-10 seconds for me to finish speaking. Why bother asking how you can help if you’re going to interrupt people as soon as they start to say how you could help. Maybe start with the DOB and name, then ask how you can help, or just scrap asking it altogether. From a patient’s perspective it’s quite frustrating. I misspoke stating the date of birth because I’ve just had my tonsils removed, and I thought the way they asked me to repeat it was rude. Sounded annoyed at me for misspeaking which was emphasised by the bluntness of how it was stated. Which I thought was unprofessional. I’d prefer if they said “Sorry, I didn’t hear that, would you mind repeating it.” At least then if you still sound frustrated, which can happen, there’s an illusion of professionalism. They then told me that a prescription was put out and the call ended. Which was fine. They didn’t however tell me where the prescription was sent to, and as I hadn’t been consulted about the prescription, I didn’t know. So I went to the wrong pharmacy. Which was just a wee bit frustrating but I was able to change it. I wasn’t consulted about the prescription which meant the dose of codeine was lower than what I had been using and therefore I was in substantial pain for the first few days from changing prescription. Also, because it was a mixed prescription of codeine and paracetamol I couldn’t increase the dose of codeine because I would’ve been overdosing the paracetamol. I rarely see a doctor, even when it’s necessary. I have psoriasis, which was diagnosed by a GP in Northern Ireland - part of the UK. The diagnosis was undermined seemingly because northern Irish diagnosis’ don’t count. They’ve never had a doctor examine my skin to rule out psoriasis or bothered to take a history. They do prescribe the medications for the condition I don’t have; I just have to argue with whoever phones me to discuss it. Why am I getting a phone call about a skin condition? If it’s unclear then look at it. Last time I saw a nurse after complaining. They took a skin sample. I wasn’t told why, if it would diagnose psoriasis, if it would diagnose anything else, I wasn’t contacted about the result. Also, the nurse didn’t take a history nor did they suggest a diagnosis. I have no idea how much nurses know about skin. The test and the consultation just seemed like something to do to placate me without actually having to bother with a doctor confirming or ruling out psoriasis. Summary: Poor communication Rude call Overly “efficient”
Visited March 2024
Review titled St Andrews Health Centre
Replied on 08 April 2024
Dear Patient. Thank you for getting in touch. I am sorry to hear that your felt your recent experience with the surgery was unsatisfactory. Please contact the surgery if you wish to discuss this further. Thank you. Practice Manager
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Review titled Impossible to book appointment
Rated 1 star out of 5
by Anonymous - Posted on 24 January 2024
Tried to book an appointment according to instructions on their website. Website says "To make appointments you must call our reception or you can do it online" Online service does not let you book (says "reached the maximum number of upcoming booked appointments at your GP practice". I have no upcoming appointments and have not had a gp appointment for over a year.) Called the practice and they said I cannot book over the phone and must first do an econsult. No links or mention to e consult can be found on the website or anywhere else. So process to book on website completely wrong and there doesn't appear to be any other information online.
Visited January 2024
Review titled St Andrews Health Centre
Replied on 25 January 2024
Dear Patient, thank you for your recent feedback. We triage all our patient requests to assess and signpost to the correct service/clinician that can meet your needs. The link to our online consultation is: https://www.bbbc.org.uk/health-centres/st-andrews-health-centre/ or alternatively you can use the following link to directly make an online request:https://florey.accurx.com/p/Y03023/ Our online services is available from 8am-12pm and again from 2pm-4pm. Our telephone line is open from 8am-6.30pm. If you wish to discuss this further, please do not hesitate to contact the Practice Manager.
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Review titled Best practice
Rated 5 stars out of 5
by Sultana Miah - Posted on 27 December 2023
Was having issues with the nhs app The practice staff helped me throughout and got the app sorted Really grateful Love my surgery x
Visited December 2023
Review titled St Andrews Health Centre
Replied on 25 January 2024
Dear Patient, thank you for taking the time to leave feedback. I will take this back to the team and let them know about your recent experience.
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Review titled unprofessional
Rated 1 star out of 5
by Angelo Blasi - Posted on 21 March 2023
I've been waiting for 2 months to go to the ent one doctor gives me ear drops, the other tells me not to use them. I tell you it's urgent and you ask me for a telephone appointment, not even in person, and the first day available is April 3rd. ?shame on you
Visited January 2023
Review titled St Andrews Health Centre
Replied on 25 January 2024
Dear Patient. Thank you for getting in touch. I am sorry to hear that your felt your recent experience with the surgery was unsatisfactory. Please contact the surgery if you wish to discuss this further. Thank you. Practice Manager
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Review titled Another awful experience of the many
Rated 1 star out of 5
by Mohammed - Posted on 08 January 2023
I requested if I can have a face to face for a condition since I explained like 10 times to both the supervisor and the reception that because of work I won't be able to take a call it's going to be too difficult still I was forced into doing an econsult. Explained clearly in econsult the situation still was advised to re do the econsult and sent photos. Appalling. Not much use complaining to management because nothing gets changed. I've had very few good experiences. One of the doctors helped alot when I was going through depression so thank you. The reception service is really awful. One time a staff member clearly saw me waiting as one person was taking long literally ignored me and just walked to the back. Just awful experience. Econsults stop in the middle of the day. Phone lines are and have always been bad. Just such an inconvenience. I've had a few illnesses that I wanted medical attention for just avoiding that place because of the horrible experience at the front. It's really sad that you have to make formal "complains" before anything gets done. Just really sad feels worse as a tax payer. Also such an unprofessional environment nothing is ever addressed with staff even when issues are raised. Really sad. What's even sadder is the fact that these receptionist and admin staff are so inconsiderate of people's mental health as I got a history of depression. Just really sad disgusted and disappointed that my taxes are going to places like this.
Visited November 2022
Review titled St Andrews Health Centre
Replied on 25 January 2024
We are sorry to hear that your recent experience with our service was not as convenient as you would have liked it. We take all feedback back to our team and look to see how we can make improvements for our service users. Please do get in touch with the Deputy or Practice Manager at the practice regrading your experience.