The Forest Practice
Lord Lister Health Centre, 121 Woodgrange Road, Forest Gate, London, Greater London, E7 0EPContact details and opening times
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Reviews
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Review titled Booking appointments
Rated 2 stars out of 5
by Roy Muir - Posted on 12 March 2025
Visited surgery wanting to book a face to face appointment .Young man on reception told me I had to ring in the morning .Didnt want to do that as my experience is of long waits on hold and I don’t get up at 8:30 anyway.He then suggested several possible telephone appointments ,not what I wanted!When I asked for something maybe next week he couldn’t do that as appointments for next week aren’t yet open.I then asked if the other site had anything ,thinking of the Upton Lane centre I visited last time.He then found me an appointment for a week Saturday evening and said he would e mail it to me,which he did .On checking the e mail it turns out it’s for the Plashet rd surgery,which he hadn’t said at the time. It feels like instead of being more patient friendly the service has gone the opposite way.Why can’t one book appointments in person,why are appointments not bookable in advance for coming weeks ,are all doctors still working from home,good for them but not us.Being ill is bad enough ,without having to deal with an obstructive system.Not happy!
Visited March 2025
Review titled The Forest Practice
Replied on 21 March 2025
Dear Mr Muir, Thank you for taking the time to provide your feedback. I am sorry to hear of your negative experience during your recent visit and for the lack of clarity and information provided by the Administrator you had spoken with. Appointments can be booked online, in person or on the phone. New appointments on the NHS app become available each day, and can be booked in advance, although appreciate these are taken up promptly. Appointments can also be arranged for the following week, if required and I am sorry this was not communicated effectively at the time of your visit. We constantly review our appointment scheduling to ensure we are maximising availability and access to our patients. As a result, We have had to model a higher percentage of 'on the day' appointments due to an increasing general trend of non attendances for a number of appointments when booked ahead of time. We do also offer a call back functionality so you do not have to wait on the phone when calling at 8:00am to book an appointment. You can simply accept the call back option when offered and the system will save your space in the queue and automatically call you back when it's your turn. The appointment that you thought had been arranged at Upton lane medical centre was arranged at East end medical centre. This is one of our hub practices that provide evening and weekend service for our patients. Unfortunately Upton lane no longer provides this service and I am sorry again this wasn't communicated effectively on the day of your visit. In response to your question, all of our clinical team work physically from site. I apologise for your negative experience and can assure you this is not our usual standard but accept we didn't clearly communicate on this occasion. We always have a member of our management team available to provide clarification and help answer any queries and is the quickest way for a resolution. I will follow up with the administrative team appropriately and discuss your feedback to ensure learnings are shared from this. Thank you once again for taking the time to provide your feedback Regards, Maaz Turk Practice Manager
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Review titled Great Patient Service
Rated 5 stars out of 5
by Mrs J Davis - Posted on 20 November 2024
I went to collect my inhaler prescription from the pharmacy on Thursday, I noticed they were incorrect, I went to GP reception, spoke to a young man, and I was told it would be sorted I can go and collect the correct inhalers on Friday, I thought ok good. I went back to the pharmacy Friday 15th Nov only to notice my prescription was still wrong. I went back to Forest Practice and spoke to a lovely lady receptionist who listened, empathised and genuinely wanted to sort out the problem for me, she said take a seat and she will see if she could get the Doctor to correct the error, I sat and the lady at Reception let me know what was happening and to just bear with her as she waits for reply from the doctor. Excellent patient care I received from the lady on reception. She got the new prescription for me and advised that I will have to see the asthma nurse in the meantime to get the prescription updated on the system for next time, something along those lines from the little I remember so don't quote me on that. Anyway, the lady on reception made it happen for me for that I am most appreciative of. I went back to pharmacy where I will have to collect on Monday as they were out of stock, thank goodness I have a spare. Thank you lady on reception for your empathy, due care, compassion and just trying to help another human being. I work for the NHS, I am a receptionist who work in a hospital where there are various receptionist who work for different trusts and they are not as helpful, compassionate, and understanding and the sad thing about it, it's not as if they want to be there, they have to because they are unwell, the least we can do as Receptionist is to show them love, care, empathy, understanding and do what ever possible to lighten the load and give them a good experience that they can take away with them and say you know what I felt listened to and was helped no matter the outcome. From my experience being a patient myself most receptionist should be trained on how to give the best possible service to patient, because they are the first person people see and they also represent the company. Thank you again lady on reception for excellent patient care I felt listened to and I came away feeling that you did what you could to help resolve this issue. I know as receptionists we can get the shouting and the frustration of some patients, but just think about the many you have helped and are greatful for your help. I do hope the lady on reception gets recognition or a big fat Christmas bonus for this because she gave excellent service and deserves it!! Ps. I think patients should be able to give the name of the person who's done a great job.
Visited November 2024
Review titled The Forest Practice
Replied on 20 November 2024
Dear Mrs. Davis, Thank you for taking the time to provide your feedback I am sorry your prescription query wasn't satisfactorily resolved the first time you had attended but am pleased our receptionist was able to take the necessary action to remedy this for you. Thank you for your kind words and for recognising her efforts. I am pleased to hear of your positive experience and will be sure to pass on your feedback to her and share with the wider team. Thank you, once again, for taking the time to provide your feedback This is very much appreciated Kind Regards, Maaz Turk Practice Manager
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Review titled "We are in a huddle"
Rated 3 stars out of 5
by Anonymous - Posted on 20 September 2024
When I recently rang the practice the recording stated that I was number one in the queue. After 15 min of waiting on the phone I walked to the practice. Upon arrival I found three members of staff sitting in the reception area. When I asked if there was a problem with the phone system, since I was still held in the phone queue, I was advised that,"they were in a huddle". Whilst I appreciate that staff meetings are necessary, that should not mean, that the phones are simply being ignored and patients unnecessarily kept waiting. There must be a better way.
Visited September 2024
Review titled The Forest Practice
Replied on 20 September 2024
Dear Patient, Thank you for bringing this matter to my attention. I sincerely apologise for the inconvenience you experienced when trying to contact the practice by phone. It is certainly not our intention to keep patients waiting unnecessarily, and we understand your frustration after being held in the queue for an extended period. Staff meetings, like the 'huddle' you encountered, are important for ensuring our team is aligned and can provide the best possible care to patients. These huddles are brief, held once a week, and typically last 15-20 minutes. During this time, the phones are monitored to ensure that patients are not left waiting. I am sorry that, on this occasion, you experienced a delay and we will ensure that greater attention is given to minimising any disruption. Thank you, once again for providing your feedback Kind Regards, Maaz Turk Practice Manager
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Review titled Best Practice in a borough
Rated 5 stars out of 5
by Slava - Posted on 08 July 2024
You could not fault this Practice.All the way from the reception to doctors, everybody are very helpful and understanding. I had an appointment with lovely doctor today who explained thoroughly all the questions I had. She was friendly and I didn’t feel rushed. Thank you for being best practice in Newham.
Visited July 2024
Review titled The Forest Practice
Replied on 09 July 2024
Dear Slava Thank you so much for your enthusiastic feedback about our Practice - it is great to hear your positive comments and we will of course share these with the team. I am glad that both our clinical teams and reception teams delivered a friendly and helpful service during your last visit. Thank you for taking the time to leave your comments - this is much appreciated, Kind Regards Christopher Eaton General Manager
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Review titled Rude receptionist
Rated 1 star out of 5
by Amber - Posted on 14 May 2024
I have arranged telephone consultations regarding my family members for afternoon. But I received a call in the morning. Consultant was very nice and very helpful. She told me that reception will arrange face to face appointment. I waited till afternoon. I didn’t received notification regarding appointment. So I decided to call. Female receptionist was so rude , unprofessional. She told that there were no calls made to me from GP! And when I asked than who I spoke to because she had all details of my family members. With raised voice she told me she doesn’t know. And when I said that that’s weird. She started shouting “ what’s weird to you” . And when I asked regarding appointment. I was told that she has no notes to arrange one . So I don’t know what to do no. Either there are no communication between GP staff. Or she didn’t bother to look in to my case. Which by the sound it’s second! The way she speaks is so rude . She has no manners to work as receptionist!
Visited May 2024
Review titled The Forest Practice
Replied on 14 May 2024
Dear Amber, I am extremely sorry to hear of your concerns. This does not reflect our usual standards and I am personally disappointed to hear of your negative experience at the practice. Unfortunately, I do not have enough details available to look into this further. Please contact me directly at maaz.turk@nhs.net and provide more details so I can investigate and respond appropriately. Kind Regards, Maaz Turk Practice Manager
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Review titled Caring, Professional and Dedicated Practice
Rated 5 stars out of 5
by Mike Richardson - Posted on 22 March 2024
After a long period of good health I needed three appointments for different medical needs in March 2024. I was able to book one appointment online, choosing a time convenient to me from a range of times spanning different days and timeslots, including later the same day. I booked the other two appointments by phone in the morning. Each time the phone system told me where I was in the queue and both times the wait was under two minutes. The information given during this time was appropriate and clear. Each time the phone was answered by a professional, knowledgeable and helpful receptionist. Both times I was offered an appointment on the same day - the first was for shortly after my call, which was possible as I live within walking distance of the surgery. So was the second, but as I could not attend at that time I was offered another appointment in the afternoon of the same day. All three appointments were followed up shortly after by text messages and a further reminder nearer the time. On arrival at the surgery I was checked in each time by a professional and helpful member of staff and waited in the bright, clean and well-maintained waiting area. On each occasion I was seen within a few minutes of my stated appointment time. Depending on the nature of the medical need I was seen by a Physician's Associate, a Health Care Assistant and a GP. I felt reassured on each occasion that I was being seen by the most appropriate clinician. Each clinician was professional, respectful, knowledgeable and helpful. Each explained everything and asked for, and answered, any questions I had. I felt each one treated me as an individual and had read my patient notes before my appointment, and used the information on their screen well once I was there. One appointment required referral to a specialist, and this was handled quickly and efficiently. The others required liaison with other NHS services, and both were also dealt with efficiently and quickly. I have no hesitation in recommending the Forest Practice for its quick response and appointment times and for its professional staff dedicated to caring for its patients.
Visited March 2024
Review titled The Forest Practice
Replied on 26 March 2024
Dear Mr. Richardson, Thank you for taking the time to provide your feedback I am pleased to hear of your positive experience at the practice and am glad members of our administrative and clinical team were able to provide you with the appropriate support during your visits. Your kind words are very much appreciated and thank you for your detailed explanation. I am equally pleased to hear you were seen to in a timely manner on all three occasions. i'll be sure to share your great feedback with the team Thank you once again for your positive feedback Kind Regards, Maaz Turk Practice Manager
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Review titled Telephone waiting time
Rated 3 stars out of 5
by Anonymous - Posted on 29 January 2024
Every time I ring, and despite often being "Caller number 1 in the queue", the waiting time is normally around 10 min or more. This is not at peak times but around midday or the afternoon. It is quicker for me to walk over to the practice rather than waiting. I just gave up waiting after 12 minutes of being the number one... very frustrating.
Visited January 2024
Review titled The Forest Practice
Replied on 29 January 2024
Dear Patient, Thank you for taking the time to provide your feedback I am sorry to hear of your negative experience and that the waiting times on the phone have been excessive. This is not reflective of our usual standard and our practice team work hard to ensure wait times are kept to a minimum. As the feedback is anonymous, I do not have any details. I would be grateful if you could contact me directly at maaz.turk@nhs.net and provide me with further details so I can investigate and respond appropriately. Many thanks Kind Regards, Maaz Turk Practice Manager
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Review titled Helpful
Rated 4 stars out of 5
by Anonymous - Posted on 15 December 2023
The receptionist was very helpful today. She was caring and explained everything well to reassure me. I was also able to make a phone appointment via her the same day. Very efficient, Thank you 👍
Visited December 2023
Review titled The Forest Practice
Replied on 16 December 2023
Dear Patient Thank you for your feedback. I am glad to hear you received good service from our team and were able to get a same day appointment. It is always nice to hear when we get things right and we really appreciate you taking the trouble to tell us. Many thanks Christopher Eaton - General Manager
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Review titled Always friendly service
Rated 4 stars out of 5
by Georgia Lee - Posted on 14 December 2023
Always lovely friendly service here when I call / have an appointment! Really great to have this practice nearby :)
Visited December 2023
Review titled The Forest Practice
Replied on 15 December 2023
Dear Georgia Thank you for taking the time to leave feedback about our Practices It is great to hear your positive comments and I am glad you are happy with our appointment availability - we have been working to increase our capacity over the last 12-18months. Your feedback will shared with our team Thank you again Kind Regards Christopher Eaton - General Manager
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Review titled Excellent gp administrator
Rated 5 stars out of 5
by Anonymous - Posted on 01 November 2023
I am very happy with my experience with the GP administrator at the surgery as ı was treated me with respect and empathy, making me feel comfortable and understood with ability to listen attentively and address my concerns with compassion. In addition, the administrator showcased excellece in taking the time to understand my specific needs and worked diligently to find appropriate solutions. Their dedication to ensuring that I received the necessary support and assistance left a lasting impression on me which was truly remarkable leaving me with hope his career progresses as you need more staff like him!! Overall most staff are kind, my experience at the surgery was exceptional. Their friendly demeanor, in an efficient organisation, knowledgeable assistance, professionalism, and problem-solving abilities exceeded my expectations. I would highly recommend their services to anyone seeking top-notch care and support in a healthcare environment like this. Thank you so so much.
Visited November 2023
Review titled The Forest Practice
Replied on 02 November 2023
Dear Patient, Thank you for taking the time to provide your feedback I am glad our administrator was able to assist you appropriately and pleased to hear of your positive experience i'll be sure to share your comments with the team Kind Regards, Maaz Turk Practice Manager