The Jubilee Street Practice Ltd
368-376 Commercial Road, London, E1 0LSContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Lack of kindness, care and compassion
Rated 1 star out of 5
by Anonymous - Posted on 02 December 2024
I had an appointment this evening. Whilst I explained that I was in extreme pain I was advised that the NHS would be unable to cover my treatment and I would need to seek private treatment. Whilst I was disappointed with the outcome - my greater disappointment was the lack of any genuine kindness or care provided by the GP. I was in the room for less than 5 minutes. No eye contact. Rushed. No human interaction. It costs nothing to be kind.
Visited December 2024
Review titled The Jubilee Street Practice Ltd
Replied on 03 December 2024
Dear Patient, Thank you for sharing your concerns regarding your recent appointment. We are deeply sorry to hear about your experience and understand how disappointing it must have been. At The Jubilee Street Practice, we are committed to providing not only high-quality care but also a compassionate and respectful environment for all our patients. The concerns you have raised about feeling rushed and not receiving the kindness and empathy you deserve are very troubling to us, and we take this matter extremely seriously. While some services, such as secondary care, may involve charges, we want to reassure you that primary care services, including those provided by GPs, remain free for all under the NHS. It is important to us that you feel supported and cared for during your interactions with our team. We would like to investigate this issue further to address your concerns appropriately. To assist us in doing so, we kindly ask that you provide us with more specific details, such as the name of the GP you saw or the time of your appointment. You can contact us at nelondon.jubileestreetpractice@nhs.net with this information. Once again, we sincerely apologise for your experience. Your feedback is invaluable in helping us improve the care we provide, and we hope to have the opportunity to restore your confidence in our services. Kind regards Kamal Senior Management Team
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Review titled Thank you
Rated 4 stars out of 5
by Rian O'Dubhslaine - Posted on 07 November 2024
The pharmacist, whose name begins with M and ends in shell, has been supporting me with getting the medication I need over the past few months, and I genuinely do not know what I would do without her. She has gone above and beyond to check in with me and ensure I have the medication I need. This woman has taken it upon herself to get my medication at a different pharmacy, and this level of commitment is just unheard of. She has such a human touch to everything she does that, for the first time in a long time, I genuinely felt heard and supported. Thank you for everything you have done to help me and for your kind words. You are an absolute God send.
Visited November 2024
Review titled The Jubilee Street Practice Ltd
Replied on 07 November 2024
Dear Rian O'Dubhslaine, Thank you for taking the time to share this feedback. We are thrilled to hear about the exceptional support you've received from our pharmacist, Michelle. It's wonderful to know that her dedication and compassionate care have had such a positive impact on your experience. Going above and beyond to ensure patients have their necessary medications, even coordinating with other pharmacies, truly exemplifies the commitment we strive for within our practice. Your kind words will be shared with Michelle and our team, as they underscore the importance of a human touch in healthcare. We are grateful to have been able to provide you with the support you needed, and we look forward to continuing to assist you with the same level of care in the future. Wishing you good health! Kamal Senior Management Team
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Review titled Great chat with doctor
Rated 5 stars out of 5
by Mark - Posted on 18 October 2024
Whilst I took a while to answer the phone initially. When the doctor called back she was great. If you want reviews don't ut conditions on them, some of us don't have a lot to say!
Visited October 2024
Review titled The Jubilee Street Practice Ltd
Replied on 20 October 2024
Dear Mark, Thank you for your feedback, and we are glad to hear that you had a positive experience with the doctor when she called you back. Regarding your comment on reviews, we want to clarify that we do not have control over the questions or format provided on NHS Choices for leaving reviews. These are set by the NHS platform itself, and we understand that not everyone may feel they have a lot to say in response to them. We appreciate all feedback, whether brief or detailed, as it helps us improve our services. Thank you again for taking the time to share your thoughts, and we hope to continue providing you with excellent care. Kind regards Kamal Senior Management Team
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Review titled Great Nurse
Rated 5 stars out of 5
by William Skehan - Posted on 30 September 2024
Last Thursday appointment, I received wonderful treatment from Nurse. He is welcoming, and knows what he is doing and prepared. He is a great partner to the success of the Jubilee street practice.
Visited September 2024
Review titled The Jubilee Street Practice Ltd
Replied on 30 September 2024
Dear William Skehan, Thank you for taking the time to share your positive experience with us. We are pleased to hear that you received excellent care from our nurse and that his professionalism and welcoming approach made a lasting impression. Our team is committed to providing high-quality care, and feedback like yours reaffirms our efforts. We will ensure that your kind words are passed on to him, as it is always encouraging for our staff to know their hard work is appreciated. Thank you again for your feedback and continued support of Jubilee Street Practice. Wishing you good health. Kamal Senior Management Team
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Review titled One receptionist was very helpful
Rated 3 stars out of 5
by Anonymous - Posted on 06 September 2024
I spoke to a receptionist on the 9th Sept 2024. Thank you for taking the time to help me and treat me with respect and kindness.
Visited September 2024
Review titled The Jubilee Street Practice Ltd
Replied on 06 September 2024
Dear Patient, Thank you for taking the time to share your positive experience with us. We are delighted to hear that you received respectful and kind assistance from our receptionist on 9th September 2024. We greatly value feedback from our patients, and it is encouraging to know that our team is providing the care and service that we strive for. If you have any further questions or need assistance in the future, please do not hesitate to contact us. Kamal Senior Management Team
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Review titled So many non medical staff. What do they actually do?
Rated 1 star out of 5
by Anonymous - Posted on 09 August 2024
Tried 3 times this week to call to rebook blood test. Wait 20 plus minutes each time to get to the next in line. Then when it is my turn it just rings (for another 20 minutes). Literally no one answering the calls. Obviously only getting to the end of the queue as everyone before me getting fed up and hanging up. without exception every time I go in there the admin staff are standing around chatting. Been a patient here over 50 years. so sad to see the decline over the past few years. Expect the usual reply about how busy they are. clearly not busy dealing with calls that they are not answering
Visited August 2024
Review titled The Jubilee Street Practice Ltd
Replied on 09 August 2024
Dear Patient, Thank you for bringing your concerns to our attention. We are sincerely sorry to hear about the difficulties you've encountered when trying to rebook your blood test. Waiting on hold for over 20 minutes, only to have your call go unanswered, is understandably frustrating and falls short of the service we strive to provide. We acknowledge the importance of timely access to our services and take your feedback seriously. While we are currently experiencing high call volumes, your experience of reaching the front of the queue only for the call to ring without being answered is unacceptable, and we apologise for this. Please be assured that we are actively reviewing our call-handling procedures to ensure that all calls are answered more efficiently. We also want to inform you that we are in the process of switching to a new telephone system from September, which is designed to reduce waiting times and make the process more efficient. We are confident that this will help alleviate some of the issues you've experienced. Furthermore, we appreciate that it is not the best way to cancel and rebook an existing appointment such as with a nurse or for blood tests, which is why we are also encouraging our patients wherever possible to submit an online consultation by clicking the 'Administrative Help' button on our website and mentioning that you wish to re-schedule a nurse or blood test appointment and the best number to call you back on and we will get back to you as soon as possible to action this. We greatly value your long-standing relationship with our practice and regret that recent experiences have led to your dissatisfaction. Your feedback is invaluable, and we are committed to making the necessary improvements to better serve you and all our patients. Kind regards Kamal Senior Management Team
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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