The Doctors House
40 Cameron Road, Seven Kings, Ilford, Essex, IG3 8LFContact details and opening times
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Reviews
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Review titled Lack of empathy and willingness to help by practice manager
Rated 1 star out of 5
by Bhupendra - Posted on 04 September 2024
On 30 August 2024, I noticed a spread of petechiae on my upper limbs and contacted your gp surgery for support. I was given an appointment at 9:50 am and saw my GP, who was very helpful. She offered an immediate A&E referral, spoke to the relevant consultant at King George Hospital, and advised me to go directly to the hospital, mentioning that the medical team was already aware of my condition and had accepted my referral. Dr assured me that I would not need to queue for triage or at reception and that the medical team would attend to me upon arrival. Upon arrival at the triage team, they took the referral letter and directed me to the emergency department. The triage team also informed the reception by phone that my referral had been accepted and that I would be seen by the medical team. However, upon arriving at the emergency ward reception, the receptionist asked for details about my GP, the name of the consultant, and the medical team I was supposed to see. At this stage, the referral letter was already with the triage team, so I did not have visibility of its contents. I then rang back to the GP surgery to obtain the necessary details. The first receptionist I spoke to was uncooperative suggesting that I need appointment to speak to doctor, upon further request and explanation she put me on hold to speak to the GP. Without further advice, she passed my call to another colleague, to whom I had to explain the entire scenario again. This second receptionist, instead of listening and understanding nature of to my request, kept insisting that A&E had its own procedures and that I would have to wait as per their requirements. They are not in control of waiting hour etc. I insisted on speaking to the GP to get the specific details needed for the A&E receptionist to direct me correctly. The second receptionist then passed my call to the practice manager, who, again instead of listening to my request, reiterated that A&E had its own procedures and that they were not in control of how long A&E would take. They can not help and the practice manager then abruptly ended the call. I was shocked with this behavior where all I needed to know was - who I need to meet in SDEC team. All this while I was requesting to let me speak to GP to get details of the team she spoke with whilst waiting at emergency. On such a critical day, due to the sheer negligence, unwillingness to listen, and lack of understanding from the reception staff and practice manager at The Doctor’s House, Ilford, Essex, I experienced unnecessary stress and a delay in receiving urgent medical care. Their lack of professionalism, respect for patients, and unwillingness to help caused me significant distress when I was very sick and in dire need of support.
Visited August 2024
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Review titled The Doctors House
Replied on 05 September 2024
Dear Mr Kaushik We are really disappointed to receive your feedback, as this does not accurately reflect the 16 minutes and 51 seconds call you had with us on Friday 30th August. The GP called the specialty team in the hospital, and they had accepted our GP’s direct referral. She gave you a letter to handover to the triage team in the Hospital. At no time did she say, you will not need to wait, even if you have an appointment in the hospital people have to wait. When you went to the hospital, after the triage when you were asked to wait, you called us. You spoke our receptionist, and she tried to explain the letter provided and the referral made does not mean that you don’t need to wait but it expedites the time for you to be seen. She also stated we did not know how long this would take. You insisted that you wanted to speak to the GP as this was in your opinion contrary to what the GP had told you, she highlighted that the GP was seeing patients, and it was not possible to disturb her consultation. However, she put you on hold, and she spoke to the GP who reinforced to her that at no time did she tell you that you would not have to wait. Even after being told that she had spoken to the GP, and the GP stated you would have to wait, you were still insistent on speaking to the GP. At no point did you say that you needed details of the doctor that you had been referred to in the letter, if you had, she could have given you the information as the letter was uploaded on to your record on our clinical system. As you did not listen to her, she felt intimidated, uncomfortable and undermined by your passive aggressive attitude to her. She couldn’t accept this behaviour, and she then passed in on to her male colleague, you continued to be obtuse and difficult with the male colleague and called the female receptionist stupid. I walked into the reception area, I saw that the female receptionist was distraught and asked her what had happened, as she gave a quick overview of the call, I could see the male colleague was flustered by your questioning and failure to listen to him, therefore I took over the call. I reiterated the facts, I said as you aren’t willing to listen to us, and as I have no control on the waiting time in the hospital, I am ending the call, and I politely bid your farewell and ended the call. After the call I reviewed the call recording, and then I wrote a letter to you as I couldn’t accept you intimidating my female and male staff and calling her stupid. This letter was sent on Friday 30th August and we received this review Monday 2nd September. Regards Ikram
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Review titled Good Doctor
Rated 5 stars out of 5
by Jose Nunez Cole - Posted on 29 July 2024
Excellent Doctor that had been very supportive and thorough. Good referral when needed for my appointment
Visited July 2024
The Doctors House has not yet replied.
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Review titled Great receptionist
Rated 4 stars out of 5
by Sherife - Posted on 25 July 2024
It was lovely to be greeted by a helpful smiley receptionist- made all the difference. She went out of her way to ensure I was seen on time. Thank you
Visited July 2024
The Doctors House has not yet replied.
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Review titled Great service
Rated 4 stars out of 5
by Patient - Posted on 06 July 2024
A doctor that I regularly see is a wonderful and understanding doctor and one who has helped me a great deal with my wellbeing and physical challenges. On the 4th July I was seen by the nurse for some travel vaccinations. I was late attending my appointment but the Reception staff and Nurse were accommodating and managed to fit me into thier busy schedule. Thank you to the practice and it's team.
Visited July 2024
The Doctors House has not yet replied.
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Review titled Challenges in Securing Appointments
Rated 2 stars out of 5
by Jawwad - Posted on 06 June 2024
They only offer emergency appointments, and securing one is a challenge. If you want to get an appointment in person, you need to arrive at the surgery about an hour before the opening time. Over the phone, you have to call precisely at 08:00 am; otherwise, you won't get an appointment. This morning, I called at 08:01 and found that all the appointments were already taken. They told me I could try again at 1:30 pmor book at another surgery. Fortunately, I got through on the afternoon call because my two sons have severe issues. I requested two appointments, but they only gave me one. The receptionist then refused to give me a second appointment and asked me to call back again, knowing that I wouldn't be able to get an appointment with my regular doctor. She offered appointments at another health center, which I declined due to my children's condition. She still refused and told me to call again tomorrow. We usually don't go to the surgery often and prefer private care, but due to the urgent nature of the situation, we had to use them, and this is the service we received. The appointment system is very problematic, but the doctors are reasonable, which is the only reason I stick with this surgery. However, I believe most surgeries in London have similar issues. They should either change the system from emergency appointments back to the old appointment method and remove patients who do not attend their scheduled appointments a certain number of times, or they should allow patients to secure more than one appointment for emergency issues within a household, especially for those who do not habitually come in without serious illness. At the moment they have a one wornt appointment system.
Visited June 2024
Review titled The Doctors House
Replied on 06 June 2024
Dear Mr Misbah Thank you for your feedback. Following the receipt of the calls I have reviewed both your calls you made to the surgery today. Firstly, I would like to point out we have limited on the day appointments, and we try to be fair with all our patients, therefore when we receive a call we only provide one person’s appointment per call. You were given an appointment for one child and then were offered a second appointment at our Primary Care Network in Seven King Health centre. This is service is managed by our PCN and is only 2 minutes away from our surgery. You refused the offer an appointment at Seven kings Health Centre. You were also asked to call back, as by rejoining the queue you could have potentially been given another appointment, this would have been dependent on how many people were in the queue. Looking at our records, this afternoon one child has 2 appointments today, an appointment in Doctors House and one in Seven Kings, the Seven Kings’ appointment was made by your wife this morning. You could have booked both children rather than one. Secondly, I would like to state that shouting and being aggressive with my team is not acceptable behaviour and like any NHS organisation we have zero tolerance. Even though you shouted at my colleague she maintained a calm professional approach. Regards Practice Business Manager
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Review titled Reception staff
Rated 4 stars out of 5
by Anonymous - Posted on 05 July 2024
The surgery has had an overhaul in reception staff recently which has resulted in a much more pleasant experience. The previous staff were rude, dismissive and unkind whereas the new staff are far more compassionate, polite and kind. When I last called in for an appointment, it was a much better experience now that it has been before. Please keep them!
Visited June 2024
The Doctors House has not yet replied.
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Review titled Bad practice
Rated 1 star out of 5
by Arunraj Mahenthiran - Posted on 26 April 2024
We attempted to schedule an advance appointment for my wife, but they declined to book it at the counter and requested that we do so over the phone. Upon calling them, the individual who answered instructed us to call either at 8:00 am or 1:30 pm to make any appointments. However, the phone lines remained consistently busy, preventing us from booking an appointment. The staff were unhelpful and displayed rudeness. But the their website says "You can book advance appointments on weekdays at any time between 8.00am and 6.30pm by either coming in person, or by telephone.
Visited April 2024
Review titled The Doctors House
Replied on 30 April 2024
Dear Arunraj Mahenthiran Thank you for your feedback. We have limited on the day appointments and the demand for last week following a cold spell was very high. I can see that you have recently registered with our practice, and you may not be familiar with our appointment booking system, I apologise if this has not been explained clearly to you. Based on your review where you stated we are a “bad practice” I investigated whether my team had been rude and unhelpful to you, I have reviewed the call recording on the 24th April. You rang the surgery for an appointment at 12:50pm, to book an appointment, the receptionist advised you very politely to call at 1:30pm. You asked, can we come directly and make an appointment, she replied sorry no, there are lots of people already waiting and its first come first serve. You replied ok, then you said so I need to call after 1:30pm, she replied call exactly at 1:30pm. You replied exactly 1:30, ok, she replied yes, appointment times are 8am and 1:30pm, ok? You said ok, ok, thank you and she replied ok you are welcome. During this phone call my receptionist was extremely polite and courteous to you. Phone calls at the booking times do get busy, and this is the case across most practices in the UK. However, you rightly state that you can book advance appointments at anytime during the day, but I would like to point out to you, at no point did you ask for an advance appointment during the call. During your interaction with the team at the surgery they understood you wanted an appointment on the day. I apologise, if we didn’t fully understand your needs. I would like to point out the you can get appointments by the following: 1. You can queue to make an on the day emergency appointment, as many of patients do not have phones or prefer this option. (8am or 1:30pm) 2. You can call to book an on the day emergency appointment at 8am in the morning or 1:30pm in the afternoon. 3. You can call NHS 111 when we are closed, if they feel it is appropriate, they will book you in directly on our system as they have allocated appointments on our clinical system. 4. You can book advance appointments. 5. You can if there is more acute situation be provided with a home visit by our GPs or be given an On Call appointment with the on-call doctor. 6. You can complete an econsult, unlike many surgeries we do have any time restriction on this, you complete this anytime you like by going on to our website. 7. For certain clinics you book directly onto our system, we use this for flu vaccination, COVID vaccination clinics, baby Imms, smear clinics, Asthma and COPD reviews. 8. We also provide additional appointments through the Seven Kings Primary Care Network – Enhance Access, these appointments are held at Seven Kings Practice in the evenings Monday to Friday and on Saturday 9-5pm. I hope the booking process is clear, we will send you our appointment booking guide via text message. Regards Practice Business Manager
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Review titled Excellent service
Rated 5 stars out of 5
by Sri Balakumar - Posted on 02 April 2024
I called the surgery in regards to a prescription. The receptionist was very helpful. She called me back to let me know the prescription was sent to the pharmacy.
Visited April 2024
Review titled The Doctors House
Replied on 30 April 2024
Dear Sri Thank you for the feedback, it is good to see that patients appreciate the team at the surgery.. I have this has been shared by with the team. We all really appreciate you spending your time to write in the feedback Regards The Practice Business Manager
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Review titled Atrocious
Rated 1 star out of 5
by Anonymous - Posted on 24 April 2024
I find it totally outlandish that I had to wait over 30 minutes and still not speak to anyone on the main number, I then called the by-pass number and still there was no answer, the phone rang off the hook. I am fortunate that I am an able-bodied person and can do things for myself, but if it was an elderly person, person with a disability, with a severe illness/physical health condition, they would find it hard and struggle to get through to some one in the surgery and would pay for because of the ineptness at this surgery.
Visited April 2024
Review titled The Doctors House
Replied on 25 April 2024
Dear Patient As you have given your feedback anonymously, I can’t respond to your feedback effectively. You can contact me directly by coming to the surgery or by phone as I would really like to discuss the issues you have highlighted. I would like to point out since the pandemic, we have had an increase in calls from patients, this has led us to increase receptionist from 2 to 3. If you had visited our surgery this week you will have seen our reception office being reconfigured and redecorated so that we have more space in the office. We are doing this so that in future we will be able to have an additional receptionist during our peak times. I would like to point out this week between Monday to Wednesday we have handled 819 calls, that is 26 calls per operational hour. The reception team try to manage calls within 5 minutes, but some calls take longer which impact other patients. The receptionist also have to deal with queries at the surgery, place transport bookings for patients and other patient admin. If you had visited us this week, you would have also seen that we have changed our front entrance so that the accessibility for our patient is further improved. Additionally, I would also like to point out we just ordered a new phone system which will be in place within the next 3 months, which will hopefully improve the patient experience and will give us greater functionality. Our team are committed and work tirelessly to support our patients in a pressured environment. Regards Practice Business Manager
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Review titled Poor service on many occasions
Rated 1 star out of 5
by Anonymous - Posted on 01 March 2024
The service at this surgery is truly appalling. Hard to get appointment's and they never run on time. The practice manager is never around to hear our plea. They have recently introduced a 'covid test' in the surgery which are no longer free. And in absence of the test result you wont be seen. This is the state when we are all vaccinated by the same practice. Moreover, They have given me incorrect pot for specimen on 3 occasions. And upon requesting for clarity they accused me of collecting wrong pot. Reality is - you get given the pot by the receptionist. Now they accusing me of changing the label on the pot. Well the truth is - pot comes with a label. We don't apply one. Because of their consistent bad behavior and lack of professionalism, please stay away from this practice.
Visited February 2024
Review titled The Doctors House
Replied on 12 March 2024
Dear Patient Thank you for your feedback. When we met and discussed you’re experience, I apologised as I agree the service we provided was not to the standard that we expect to give our patients. I am sorry that you had to give multiple samples. As I explained the issue was caused by a locum doctor requesting 3 tests on one form, this meant the Laboratory rejected your samples as each sample needed to have a separate form. As I explained in my 5 years working at this practice, this is the first time I came across this issue. The reception team had not come across this situation, and as the laboratory rejects samples as the label has not been filled in, they thought the issue was that the information had not been completed accurately on the label. I am available if I am not in a meeting, I work full time and work for most of the hours the practice is open. My team told me about your situation, which led me to call you and then arrange a meeting at the surgery. By the time you came in, I had fully investigated the concerns you raised on our phone call. We do ask people to complete a LFT if they have COVID symptoms, this is to protect our doctors and staff, as we want to be able to provide a service to our patients. However, I did acknowledge that we didn’t make it clear that instead of having a face-to-face appointment, without a LFL test being completed you could have a telephone appointment. I understand you ended up having the telephone appointment on that day. My team aren’t badly behaved or lacking in professionalism, they are very patient centric and try their best to give good service. As a team we have all learnt from the experience. Once again, I apologise, I hope you have a better experience going forward. Regards Practice Business Manager