The Penrhyn Surgery
2A Penrhyn Avenue, Walthamstow, London, Greater London, E17 5DBContact details and opening times
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Reviews
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Review titled time wasting
Rated 1 star out of 5
by Anonymous - Posted on 18 July 2023
After negotiating press 1 , press 2 etc I finally joined the queue for apps, no.5 in the queue,after 15 minutes I was 'next 'after 20 minutes I got through to be told there were no appointments. What is the point of employing someone to say there are no appointments? Surely that could be a recorded message.
Visited July 2023
Review titled The Penrhyn Surgery
Replied on 19 July 2023
Dear Patient Thank you for bringing this to our attention. We’re sorry you had a bad experience. We’ll strive to do better. ” To begin with, we apologise for your negative experience. We try to allocate as many available appointments as on day to day. However, we have limited doctors on some days and offer appointments accordingly. We start answering calls from 08.00 in the morning, and within 10 to 15 minutes, we do not have available appointments. Therefore we inform the patient accordingly. Please visit the website https://www.penrhynsurgery.co.uk/our-appointment-system for more information. As you can understand, we need to act accordingly; therefore, having a recorded robotic reply on our phone system is inappropriate. However, your comment taught us that we must train call handlers and the reception team to signpost patients accordingly. Depending on the patient’s demand, we can train staff to give alternate options such as offering to see a local pharmacist, out-of-hours clinical appointments etc Please contact me with any further comments or suggestions you wish to share. Finally, thank you for sharing your feedback. We want to make things right, and your feedback helps us improve. Chhaya Thakore The Practice Manager
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Review titled Why?
Rated 1 star out of 5
by RAYMOND HOWARD HUGHES - Posted on 18 July 2023
On the phone for an appointment 8:15-8:40 to be told there were no appts? Second time I have gone through the press 1/2 system and joined the queue to be told there are none. Someone please explain why there just can't be a recorded message saying this and save everyone time and money. I'm 75 and have copd.
Visited July 2023
Review titled The Penrhyn Surgery
Replied on 19 July 2023
Dear Patient Thank you for your review. I am sorry to hear about your experience; I appreciate you bringing this issue to my attention. We apologise for your negative experience. We start answering calls from 08.00 in the morning, and within 10 to 15 minutes, we may not have available appointments. However, the reception team offer alternative availability and signpost patient accordingly. Therefore, having a recorded robotic reply on our phone system is inappropriate. There is ongoing training for reception and call handlers to guide patients appropriately and signpost them. Nevertheless, I would like you to contact me with further questions or queries. We appreciate your feedback as we would like things to be improved. Thank you Chhaya Thakore The Practice Manager
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Review titled Terrible
Rated 1 star out of 5
by David - Posted on 22 June 2023
After a scan that I was very nervous about they finally got in touch with results. Left a completely brief and scratchy voicemail and a text. Saying no further action required. I’m still in pain. Absolutely no aftercare, no thought for how I feel. I’ve been paying into the system all my life. Never used it and when I need some help it’s simply not there! Broken Britain! It’s a real shame we can not get the basics right! I hope things can improve in the future I’m going to have to spend my savings on private care.
Visited June 2023
Review titled The Penrhyn Surgery
Replied on 23 June 2023
Dear David We always aim to deliver a great experience and apologise when we don't meet expectations. Thank you for taking the time to bring this to our attention. I understand that you received voice mail and a text saying no further action require, and you are still in pain. Per our policy, we inform the patient about the result if no further actions are needed. However, if symptoms continue patient can contact us via telephone or come into surgery face-to-face or online using Klinic to book an appointment to discuss ongoing symptoms. The patient's responsible for contacting the Surgery if the patient is still in pain after normal results. As we receive a large number of test results. Each individual can't be contacted. I suggest you contact the Surgery, explain the ongoing pain, and seek advice on any available option. Please get in touch with me with any further comments or suggestions you wish to share. In addition, please visit our website https://www.penrhynsurgery.co.uk to learn more about our policies and procedures. Finally, thank you for sharing your feedback. We want to make things right, and your feedback helps us improve. Chhaya Thakore The Practice Manager
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Review titled Awful in all ways
Rated 1 star out of 5
by Anonymous - Posted on 14 June 2023
This practice has had terrible problems with a mysoginistic and egotistical guy in charge for years who should have been struck off years ago, but at least a while ago you could just get an appointment with a different doctor. Now you can't even get an appointment. What are they even doing behind the doors? Is anyone getting in? I haven't seen a doctor in years. I can't even get a telephone appointment at the moment as the Klinik service is never working and they don't answer the phones. It's actually madness and very very dangerous to not be able to see your own doctor for months and months. Awful.
Visited June 2023
Review titled The Penrhyn Surgery
Replied on 23 June 2023
Dear Patient Thank you for sharing your feedback; we are sorry your experience did not match your expectations. The Practice aims to provide the highest standard of care. I reassured you that we offer face-to-face and telephone appointments every day. Patients can book an appointment by telephone and walk into surgery between 08.00 to 18.30, Monday to Friday. In addition, patients can use Klinik online for non-urgent health issues. The Doctors are seeing patients every day. I suggest you visit our website https://www.penrhynsurgery.co.uk/ We update practice policies regularly on our website. Please feel free to contact me with any further comments, concerns or suggestions you wish to share. Once again, thank you for taking the time to post a review; we will use the feedback to improve our services. Chhaya Thakore The Practice Manager
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Review titled Very few good experiences here
Rated 1 star out of 5
by Anonymous - Posted on 23 September 2023
I’ve been a patient here for several years. The phone system is painful and slow, don’t bother with it. If you want an appointment you have to book the day off work and show up in person at 8am on the dot. Bad luck if you get a phone appointment because it’s hard to hear the doctor. And with the construction going on, an in person appointment is sadly the same. If they say they’re going to refer you to a specialist, don’t believe them. They lost my referral for two months, no apology and clearly don’t care about the impact. They don’t bother explaining things to you, and they won’t give you the time to explain your symptoms. As it turns out this website suggests all the GPs in this area are just as bad, which is why I haven’t switched. I’ve had more luck diagnosing and treating myself using YouTube.
Visited June 2023
The Penrhyn Surgery has not yet replied.
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Review titled Personalised care
Rated 5 stars out of 5
by Anonymous - Posted on 04 December 2023
I had a particularly tough time at work resulting in a downward spiral of my mental health and a new onset of debilitating anxiety. After receiving a couple of fit notes, I was called in for a face to face appointment as per the practice policy. I was extremely apprehensive and nervous of the appointment however I was put at ease immediately. The doctor listened and reassured me that I would eventually feel better, that I was reacting to situation and this was not a permanent situation. He then issued a new fit note and offered some advice. I can honestly say this appointment was the turning point in this very difficult time. I felt reassured and supported and I wouldn’t hesitate to go back should I ever need to. Would highly recommend this practice.
Visited May 2023
Review titled The Penrhyn Surgery
Replied on 22 April 2024
Thank you for sharing your feedback with us. We are delighted to hear that you found our staff and medical team helpful. We truly appreciate your feedback and will share it with the team at Penrhyn Surgery.
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Review titled Zero care
Rated 1 star out of 5
by Julie - Posted on 02 July 2023
The worst service I have ever had to deal with. Wait times of over an hour to answer phone. Always told to use online consultations but the facility is rarely available as they have it turned off. On the rare occasion I have seen or spoken to a Gp they have been impatient and dismissive and left me feeling upset and hopeless. I’ve now had debilitating symptoms for a year and I’m not getting the help I need or any care at all. I really don’t think the practice can cope or fulfill its contract. The sooner they admit this the better. I’ll be moving elsewhere.
Visited May 2023
The Penrhyn Surgery has not yet replied.
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Review titled Impossible to get through online booking system
Rated 1 star out of 5
by Anonymous - Posted on 02 May 2023
I've been trying to book an appointment to find out my blood test results from November. I go online whenever I can at the specific time when it says the appointment system will be back online (e.g. 10am on the next day) but I'm yet to see anything other than an immediate refresh to the next day. My partner did get lucky a month or so ago at same practice - so it must be possible some days. Really need some support but haven't been able to get in touch again since December and it's now May. Pretty poor. Going to change practice but really just want an appointment...
Visited May 2023
Review titled The Penrhyn Surgery
Replied on 23 June 2023
Dear Patient Thank you for your review. I am sorry to hear about your experience; I appreciate you bringing this issue to my attention. We agree that we advise patients to use our online platform, Klinik. However, alternatively, patients can call the surgery or walk into the reception to request further assistance. Please visit the website https://www.penrhynsurgery.co.uk/our-appointment-system for more information. Please get in touch with me with any further comments or suggestions you wish to share. Finally, thank you for sharing your feedback. We want to make things right, and your feedback helps us improve. Chhaya Thakore The Practice Manager
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Review titled Can’t even contact them.
Rated 1 star out of 5
by Conor Mcguinness - Posted on 24 April 2023
The app to book an appointment is always down and says to check back the following day. The phone rings out and no one answers. Can’t even contact the GP
Visited April 2023
Review titled The Penrhyn Surgery
Replied on 26 June 2023
Dear Conor Mcguinness Thank you for your review. I am sorry to hear you had a negative experience. I appreciate you bringing this issue to my attention. Surgery aims to provide appointments within clinical capacity. You can request an appointment Via our online portal Klinik, By telephoning the Surgery or walking into the Surgery reception. Please visit our website for more information. https://www.penrhynsurgery.co.uk/our-appointment-system. We are aware that phone waiting time is extended. We are in the process of replacing the current phone system with cloud base Phone system. The new changes will help us to monitor the current phone waiting time, and accordingly, we will recruit call handlers. Please get in touch with me with any further comments or suggestions you wish to share. Finally, thank you for sharing your feedback. We want to make things right, and your feedback helps us improve. Chhaya Thakore The Practice Manager
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Review titled Appalling appointment system
Rated 1 star out of 5
by Anonymous - Posted on 17 March 2023
Klinik is a total waste of time can never get an appointment as the system is always off and told to come back next day. Next day never happens as surprise surprise Klinik is shut down again. When speaking to reception about appointments they say "Sorry you have to do it online" totally unhelpful and uncaring. Only plus side to the surgery is the wonderful nurse who I cant praise enough.
Visited March 2023
The Penrhyn Surgery has not yet replied.