The Jubilee Street Practice Ltd
368-376 Commercial Road, London, E1 0LSContact details and opening times
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Reviews
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Review titled Great Nurse
Rated 4 stars out of 5
by Christine Martin - Posted on 17 July 2024
Saw a lovely nurse t.r today - made me feel at ease & had the patience to show & explain how to use my new needle. Lovely lovely man!
Visited July 2024
Review titled The Jubilee Street Practice Ltd
Replied on 17 July 2024
Dear Christine Martin, Thank you for sharing your positive experience with our nurse, T.R. We are delighted to hear that you felt at ease and well-supported during your visit. Our team strives to provide the highest level of care and it's wonderful to know that T.R.'s patience and thorough explanations made a significant difference for you. Your kind words are greatly appreciated and will be shared with T.R. and the team. Wishing you good health! Kamal Senior Management Team
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Review titled Excellent customer service
Rated 5 stars out of 5
by Anonymous - Posted on 05 July 2024
My queries were dealt with swiftly and professionally. Everything was answered confidently and was reassuring.
Visited July 2024
Review titled The Jubilee Street Practice Ltd
Replied on 05 July 2024
Dear Patient, Thank you for taking the time to share your positive feedback with us. We are delighted to hear that your queries were handled swiftly and professionally. It is our goal to provide confident and reassuring responses to all our patients, and we are pleased that we met your expectations. Your kind words serve as a great encouragement to our team. We are committed to maintaining the high standard of care and service you experienced. If you have any further questions or need additional assistance, please do not hesitate to reach out to us. Thank you once again for your feedback. Kamal Senior Management Team
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Review titled Online systems unreliable
Rated 3 stars out of 5
by Angela Mee - Posted on 29 May 2024
Hi an appointment was booked by the surgery but the reminder said it was a different time to the original booking which is confusing . It’s about an hour out! The system needs to be correct otherwise it will cause missed appointments . Also the BP questionnaire needs to be clearer about what to expect in the text and give more time to complete . For some reason it’s time limited and requires 3 readings over separate days , often when the patient is away
Visited May 2024
Review titled The Jubilee Street Practice Ltd
Replied on 29 May 2024
Dear Angela Mee, Thank you for bringing these issues to our attention. We apologise for the confusion and any inconvenience this may have caused. Appointment Reminder Discrepancy: I am sorry to hear about the inconsistency between your original appointment booking time and the reminder. Unfortunately, this is a system limitation in that the appointment is booked on our medical records system and the reminder text is sent from our messaging system automatically. unfortunately, we have little to no room for tweaking these systems to reflect nuances between a face-to-face appointment and a telephone appointment as with telephone appointments we usually give a 1 hour window unlike face to face which is at a set time. We try to clear this up in our text message when booking the telephone appointments but can appreciate the confusion this can create and wish we could do more to fix this issue however at this point in time we can only offer the additional information on our text message to help clarify the call time window. Blood Pressure Questionnaire: Similarly with our blood pressure questionnaire, the system provider has set up the template with the information and sets the time limitations by when a patient must respond before the link expires. Once again, we sadly do not have any control over these templates, even though we have raised this with them, they have said that all suggestions are taken on board and worked on based on priority levels and they cannot guarantee when this might be looked at. In the meantime, we are trying our best when we are asking our patients to do this to inform them of how to do the recording and how long they have to send them in, the patient can then decide if now is a good time to start the process or indeed at a later date. Also, if the patient misses the deadline to submit, we can always send a new link for them to use. I can appreciate this is not the answer you were hoping for, but I appreciate your understanding and patience as we strive to improve our systems. If you have any further questions or need assistance, please do not hesitate to contact us. Kind regards Kamal Senior Management Team
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Review titled Hard to get in touch
Rated 2 stars out of 5
by Shamima - Posted on 08 May 2024
I have been wanting to talk and make an appointment for 2 of my children suffering skin condition. When you call they wont accept and keep telling you to do 'online consultation' which I have tried and called reception and told about too. Every time I have been trying it at different times hoping it would work but always says its closed and has 'reached maximum capacity'. Used to be a really good surgery but now going downhill. These online consultation is a joke. Once you get into the system or when by some miracle you get an appointment then it is good as most of the doctors at the surgery are wonderful. Wanted to also make an appointment for my mum and same story.
Visited April 2024
Review titled The Jubilee Street Practice Ltd
Replied on 08 May 2024
Dear Shamima, We apologise for the frustration you've experienced in trying to make appointments for your children and your mother regarding their skin conditions. We understand the importance of timely access to healthcare services, especially for conditions that require attention. Our aim is to provide accessible and efficient care to all our patients. Usually our telephone lines and online consultation service remains open throughout the day only pausing for an hour at lunchtime. However, recently we have had to switch to 'Maximum capacity reached' which means we had to turn off online consultation for the rest of the day and reduce the capacity to urgent queries only with with the support of NHS 111. This is mainly due to ongoing staffing issues exacerbated unfortunately by bereavement leave also. Where possible we try to replace capacity even with locum staff, but often this is not possible at short notice given the nature of these unplanned leaves. In summary the online system, in this particular instance is probably not to be blamed, rather our capacity for the day and we hope to be back to usual operating levels as soon as possible. Once again we are sorry for any inconvenience this may have caused you and your family, and hope you can understand the current challenges we are facing and doing our best to mitigate these issues going forward. Kind regards Kamal Senior Management Team
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Review titled Worst Practice
Rated 1 star out of 5
by Anonymous - Posted on 08 April 2024
This is the worst practice in the whole of London. The workers are lazy and makes such a difficult experience in trying to make an appointment. The practice is always empty yet they have all the time to sit and do nothing. The wait for a call can be over an hour to answer however, when I go there it is empty and no one is picking up calls or busy . I went to the practice to provide my information and waited for an appointment text. However, I didn’t receive nothing has been updated meaning I had to do all the process and wait again. Very Lazyy!!!! Avoid at all cost !!!
Visited April 2024
Review titled The Jubilee Street Practice Ltd
Replied on 09 April 2024
Dear Patient, We sincerely apologise for the inconvenience you experienced at our practice. Your feedback is invaluable to us, as it helps us identify areas for improvement. We are deeply concerned to hear about your negative experience with our service. On average we process around 500 online consultations a week and receive around 1400 calls in the same period of time, not to mention all the other back-office / admin work that also has to be processed during opening hours, unfortunately we do not have protected time to do this. Often colleagues need to discuss / confer with each other and it can seem from a patient's perspective that they are not being productive. However, it's disheartening to learn that we fell short of your expectations. Rest assured, we take your concerns seriously, and we are actively investigating the issues you've raised. Please accept our apologies for any inconvenience caused, and we thank you for bringing these matters to our attention. We are committed to making the necessary improvements to enhance the quality of care we provide. If you would like to discuss your experience further or have any additional feedback, please feel free to contact us directly. Kind regards Kamal Senior Management Team
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Review titled Practice is not accessible anymore
Rated 1 star out of 5
by Vincent Young - Posted on 05 March 2024
The Practice Manager. The system now in place is clearly designed to prevent users from ever making contact with anyone in surgery. The phone line is always busy - "your call is important: you are currently number 12 in the queue!" - and it's impossible to find an email address to write to the Practice. I wonder if you have actually tried opening the "send us an email" icon? The resulting page is completely inscrutable, giving the user no opportunity to successfully send an email. I am invited to use the n h s app when I want to re-order my repeat medication - but all 4 x regular items do not appear in the list - while the 2 things I hardly ever request, are shown!? I can no longer ask the pharmacy to re-order for me, as was once a convenient option, nor can I call in to surgery for the purpose. So I must rely entirely on the n h s app, only to find my meds are not shown there. I wonder if anyone in the health service recognizes the frustration and bewilderment the online service presents for the occasional user(?) So many different points of access to confuse the patient - and confound the patience! One point of access with clear signposting at every stage, would be so helpful. I have now spent an entire morning trying - unsuccessfully - to reorder my long-term medication, something which should be so simple and quick to arrange! Your sincerely..... p.s. Before I can send this, I've now been informed that any words in capitals only, cannot be included in the message, apparently including nhs! (The 'it' team really need to review their practices.)
Visited March 2024
Review titled The Jubilee Street Practice Ltd
Replied on 05 March 2024
Dear Vincent Young, Thank you for taking the time to share your feedback regarding your experience with our practice's communication systems. We sincerely apologise for any frustration or inconvenience you have encountered while attempting to contact us and manage your healthcare needs. We acknowledge your concerns regarding the difficulty in reaching us via phone and the challenges with the email system. We understand the importance of providing accessible and user-friendly communication channels for our patients, and we regret that our current system has fallen short of meeting your expectations. We have been actively working on addressing our call wait time issues. One significant change on the horizon is our ongoing discussions with a new telephony supplier. This partnership aims to introduce additional call handling features, as recommended by NHS England, to improve access. We hope to finalise this transition by the end of March and roll out the new system soon after that. In the meantime, we are exploring other avenues to enhance patient access, such as encouraging the use of the NHS App for tasks like ordering repeat prescriptions and utilising e-consult for medical queries. These measures are intended to assist patients, particularly those who may face challenges with digital means of communication. Regarding medication reordering through the NHS App, I understand the frustration of not finding all your required medications listed. The limitations are in place to ensure patient safety, for example medications that are on repeat but under a slightly different scheme called repeat dispensing might not show. I would like to assist you further in addressing this issue. Please contact us so we can review your medication list and make any necessary adjustments to facilitate future orders. Regarding the email option on our website, we apologise for any confusion you've experienced. The links are designed for convenience and security, but we understand they may not work as intended on all devices. Our email address is: nelondonicb.jubileestreetpractice@nhs.net, and if needed you can right click on the email link on our website and select ‘Copy email address’ and then paste that in to your email client. We regret any inconvenience caused by the restrictions on submitting reviews through NHS Choices. While we have no control over this third-party platform, we appreciate your valuable feedback and will continue to strive for improvements in our services. Thank you again for bringing these concerns to our attention. We are committed to addressing them and enhancing the overall patient experience at our practice. Kind regards, Kamal Senior Management Team
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Review titled Really good care
Rated 5 stars out of 5
by James Payne - Posted on 15 February 2024
Friendly, professional and caring. I had stitches removed by one of the practices nurses. he put me at ease and gave me very clear guidance. Didn’t have to wait long, and was impressed by the standard of Care
Visited February 2024
Review titled The Jubilee Street Practice Ltd
Replied on 16 February 2024
Dear James Payne, Thank you for taking the time to share your experience with us. We are delighted to hear that you found our nurse to be friendly, professional, and caring during your visit. Providing clear guidance and putting our patients at ease are top priorities for us, and we're glad to hear that you felt well taken care of. We strive to maintain high standards of care and efficiency, so it's rewarding to know that your experience met your expectations. If you have any further feedback or questions, please don't hesitate to reach out. Wishing you good health. Kamal Senior Management Team
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Review titled Great practice but impossible to negotiate the website!
Rated 4 stars out of 5
by Anonymous - Posted on 26 February 2024
I have tried on several occasions to contact the practice using e-consult. However I fail everytime to find the form where you can explain what is wrong! Please can you make it simpler and put a link on the home page of your website so that it is very easy to use e-consult. This morning I wanted to get in touch and request an in-person consultation for my friend (registered at the practice) who has had a heart problem recently. I had to do it via 'heartburn' as I couldn't find anywhere more relevant!! Please can you do something about this. I am a huge fan of this practice but would so appreciate an easier way to contact you online. I even called in at the practice to see if one of your receptionists could help me negotiate the website, but she couldn't! Thanks.
Visited February 2024
Review titled The Jubilee Street Practice Ltd
Replied on 27 February 2024
Dear patient, To try and address the concerns you raised, I would like to take this opportunity to share the following information, which hopefully will not only help you and your friend but others as well. You can access our online consultation service via our website at https://jubileestreetpractice.nhs.uk/. Once on the home page, you will see three options right at the top of the page as red buttons. One of these is the 'Online consultations' button. Clicking that will take you to our partner site, 'e-Consult', where you can begin filling out the form. I do acknowledge that when presented with the option of 'Find the problem you want to ask about', some queries such as heart-related issues do not appear in the options list or by searching for them. In such instances, if you click on 'All problems A-Z' and then click the link just under the search box labeled 'Request other advice', this will allow you to discuss any issues not listed in the options. I want to express my gratitude for helping your friend and for continuing to use our online services. Unfortunately, we do not have control over some of the questions and options that patients are presented with. However, I am confident that with the above information, you and others should find assistance for any non-emergency conditions. If you encounter any further difficulties or have additional feedback, please do not hesitate to reach out. We are continually striving to improve our services and appreciate your valuable input. Finally I will discuss this with our Patient Assistant team to ensure they are all aware of this and in the future are able to support patients such as your self to better navigate the e-consult form. Wishing your friend good health, Kamal Senior Management Team
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Review titled Great nurse
Rated 4 stars out of 5
by Anonymous - Posted on 05 January 2024
I went for a cervical screening and the nurse was incredibly kind, helpful, and attentive. She gave extra advice and answered all the questions I had and made me feel really listened to. Thank you for a very easy and positive experience
Visited January 2024
Review titled The Jubilee Street Practice Ltd
Replied on 08 January 2024
Dear Patient, Thank you for sharing your positive experience with our cervical screening services. We appreciate your feedback and are glad to hear that our staff provided helpful and attentive care. Your input helps us maintain and improve the quality of our services. Wishing you good health Kamal Senior Management Team
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Review titled Great nurse
Rated 5 stars out of 5
by Lucy Bermange - Posted on 21 May 2024
I just had an appointment for my son’s immunisation and the nurse was fantastic! Was very friendly and made me feel at ease as I was nervous for my son to have his injections. He was very quick and professional and made it a lovely experience.
Visited January 2024
Review titled The Jubilee Street Practice Ltd
Replied on 21 May 2024
Dear Lucy Bermange Thank you for sharing your positive experience with our nurse during your son's immunisation appointment. We are delighted to hear that the nurse's friendly and professional manner helped put you at ease and made the experience pleasant for both you and your son. Your feedback is greatly appreciated and will be passed on to the nurse and the rest of the team. It is always encouraging to know that our efforts to provide excellent care are making a difference. Wishing you and family good health! Senior Management Team Kamal