The Penrhyn Surgery
2A Penrhyn Avenue, Walthamstow, London, Greater London, E17 5DBContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Dismal service, terrible healthcare
Rated 1 star out of 5
by Anonymous - Posted on 31 January 2023
The appointment system appears built to deter people and doesn’t allow you to outline a vast array of symptoms, rendering the service useless for many ailments. You are told to go online at 8:30am, but at 8:30am a message appears to come back the next day. 5 telephone appts later and I finally get a F2F appt. Healthcare from the Drs I have seen is mixed, efficient flu jab, but low care otherwise. Despite claiming Drs would follow-up, they never did and I ended up back in an endless loop of appointment booking again.
Visited January 2023
Review titled The Penrhyn Surgery
Replied on 15 November 2023
Dear Patient Thank you for review. We want to improve our services. Please accept my sincere apology for late reply to your comment. We apologise that you have had a cause to complain. Your comment is valuable to us as we like to improve our services. As your comment have various issue listed and NHS Choices posted anonymously, I will not be able to investigate further. Therefore, I am happy to contact you directly to discuss this further. If you prefer to contact me directly, I will be happy to assist you with any queries regarding the appointment system. Meanwhile, if you would like to have further information, please visit the website https://www.penrhynsurgery.co.uk/our-appointment-system for more information. Finally, thank you for sharing your feedback. We want to make things right, and your feedback helps us improve. Yours Sincerely Chhaya Thakore The Practice Manager
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Review titled system not fit for purpose and needs investigating.
Rated 1 star out of 5
by Anonymous - Posted on 16 January 2023
The surgery is awful. Months of trying to get an appointment and still haven't managed to. The appointment system is atrocious and leaves patients so stressed at a time when they are already ill. It is just not acceptable, you can't see anyone face to face anymore unless its absolutely essential, so no proper check ups. How many early warning signs/ symptoms will be missed due to this irresponsible system? Its all online and good luck just being able to get through to the triage system where you have to fill out pages of information. After doing all then still don't expect an appointment as it returns you to the front page which states all the appointments are taken for today come back tomorrow. This surgery no longer provides a service that is fit for purpose and needs a complete overhaul.
Visited January 2023
Review titled The Penrhyn Surgery
Replied on 15 November 2023
Dear Patient Please accept my sincere apology for late reply to your comment. I also apologise for the experience you had with Penrhyn Surgery. We aim to provide better service to our patients, and your feedback is valuable. Since writing your complaint, I can now state that Penrhyn Surgery offers a variety of appointments, and patients now have the ability to specify the time and type of their appointment as well as their specified choice of clinicians. Due to the fact that you have posted anonymously, I am not able to respond to the specifics of your complaint; however, I am happy for you to contact me directly to discuss things further. Once again, please accept my sincere apology for the late reply. Thank You Yours Sincerely Chhaya Thakore Practice Manager
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Review titled Impossible to make an appointment
Rated 2 stars out of 5
by Anonymous - Posted on 07 January 2023
I have been with the practice for several years and seen nurses on and off for standard check ups with no issues. However I have needed to see a Dr (suggested by pharmacist) and have been trying since late December. Appointments can only be made by the Klinik website which supposedly goes live at 8.30am. Every time I have attempted to make an appointment - at precisely 8.30 and other times throughout the day - it says not taking appointments it 'may have reached its appointment capacity'. And the message currently coming up says to try on 05 January 2024! This week I have visited the surgery twice to make an appointment person as been unable to make an appointment online. Both times I have been told by the different receptionists to try again online the next day at 8.30am...the current set up is not practical and it feels impossible to get an appointment. I do not regularly use the dmDrs for 'little things' usually referring to NHS website or pharmacists, so would only do so if I felt there was a reel need to see one. Talking to others in the local area my experience is not an isolated one, many people have had difficulty making an appointment. I am at the stage I am now considering changing practices which I do not want to do as live a few minutes walk away but would rather have a surgery further away I can get an appointment at than one 2 mins away I can't!
Visited January 2023
The Penrhyn Surgery has not yet replied.
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Review titled Unethical service to the elderly
Rated 1 star out of 5
by DW. - Posted on 12 December 2022
91 year old mother not seen in years obviously because of covid however, no contact made from the surgery to check her well-being. Had to cancel today due to the snow now told to call in the New Year! as no appointments to get her Bp, cholesterol, general health and asthma checked regularly! People work and don’t have 20-40 minutes every morning to wait in a ‘double’ queue to get through to the surgery! Diabolical service!
Visited December 2022
Review titled The Penrhyn Surgery
Replied on 15 November 2023
Dear Patient Thank you for your feedback. Please accept my sincere apology for the late reply. We always value patient feedback, whether positive or negative, as it presents an opportunity for the surgery to learn and improve the service we offer our patients. I am sorry if you feel that your 91-year-old mother was not contacted for her well-being. Unfortunately, comments on NHS Choices are posted anonymously, and we cannot follow them up with the person posting them. I am happy for you to contact me directly to discuss further. Once again, please accept my sincere apology for the late reply, and thank you for your feedback. Yours sincerely Chhaya Thakore Practice Manag
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Review titled Awful Practice
Rated 1 star out of 5
by Anonymous - Posted on 23 November 2022
The practice is in great need of new management and with that the doctors who have been there a while removed and the receptionist all need replacing. The receptionists are extremely rude, unhelpful, zero customer service, I have seen them leave the phone to ring and they just ignore it. You can’t get an appointment and can only request call backs. The practice has no equipment not like other practices. It’s such a shame as it could be a functioning practice with new management and new staff. Will add the two nurses they are are amazing and they are the ones keeping this practice running.
Visited November 2022
The Penrhyn Surgery has not yet replied.
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Review titled Dreadful
Rated 1 star out of 5
by TC Callis - Posted on 30 November 2022
Impossible to get an appointment. Deliberately set up to prevent patients accessing the service. Cannot get through on the phone. Website says online form is accessible from 08:00 to 17:00, but it "opens" at 08:30 and instantly closes down making it impossible to use in order to get some kind of medical help. If I could assign negative figures to this practice I would.
Visited November 2022
The Penrhyn Surgery has not yet replied.
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Review titled Impossible to make an appointment
Rated 1 star out of 5
by Anonymous - Posted on 30 November 2022
After several months of repeated attempts to book an appointment using the on-line system and failing ('Online enquiries to Penrhyn Surgery are temporarily disabled as we may have reached our appointment capacity for the day') I phoned to enquire how to make an appointment. I was informed that I should try on the dot of 8.30 each morning as it was 'first come first served' and 'the luck of the draw'. This is clearly impossible for anyone who is either at work, or on their way to work, at 8.30 am, which is usually the case for me as it must be for many others. In spite of this, I persisted on several occasions by taking some time off work or arriving late. On these occasions I was poised on the website at precisely 8.30am to be faced with exactly the same issue. Clearly this is unsustainable, so I am resigned never to be able to make an appointment at all. This begs the question as to what exactly the point of being registered with the practice is. I will be looking to register elsewhere.
Visited November 2022
The Penrhyn Surgery has not yet replied.
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Review titled Superb practice
Rated 5 stars out of 5
by John - Posted on 04 December 2022
I have been a patient at this surgery since the current management took over several years back. I am glad to say I have never had cause to complain about any aspect of the surgery from the booking system through to the reception and all the way to the medical team. The receptionists are simply amazing; they have always treated me with courtesy and kindness. The medical team itself is beyond my expectation. They are attentive and professional. During some of the times I have visited and whilst waiting to be seen I have seen The doctors walk down with some patients, talking to them warmly and playing with their kids. I must be pardoned if I have painted a picture of a perfect surgery. Like in every organisation I believe there is always room for improvement. I encourage all of us who are patients at the surgery to support them with understanding and constructive feedback so they can serve us better.
Visited October 2022
Review titled The Penrhyn Surgery
Replied on 16 November 2023
Dear John Thank you for the positive review. I apologise for the late reply. We strive to provide better service to our patients. We’re glad we made your experience with us a great one. Yours sincerely Chhaya Thakore Practice Manager
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Review titled Efficient service
Rated 5 stars out of 5
by Ade A. - Posted on 28 October 2023
Reception staff are very corteous and sympathetic, always put you at ease and reassuring. Practice Nurses and Doctors are very professional, empathetic and good listeners - striving to get to the root of the issue at hand. I highly recommend.
Visited October 2022
Review titled The Penrhyn Surgery
Replied on 07 November 2023
Dear Ade A Thank You. Your comments are much appreciated. It is always good to be appreciated Chhaya Thakore Practice Manager
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Review titled Avoid at all costs!
Rated 1 star out of 5
by Anonymous - Posted on 28 November 2022
I signed up with this surgery 6 years ago when I was pregnant, and I have been really happy with the service and care myself and my child received there. But since 2020, it has been terrible and I'm now looking at leaving to find a better surgery. My children have only seen the doctor for their polio and flu vaccine. Every time I've asked for a consultation, I only got phone appointments and was given information I read on the NHS website. The wait on the phone is appalling (2.5 hours for an appointment!!). Every time I've had medical questions for my children, I was left stressed and felt like I wasn't supported. The online consultation form is always closed as 'they've reached their appointment capacity for the day'. I feel there's not enough personnel to support their patients and they don't care. So definitely avoid, you will not get seen there.
Visited October 2022
The Penrhyn Surgery has not yet replied.