The Practice Albert Road
Kennard Street Health Centre, 76 Albert Road, London, Greater London, E16 2DYContact details and opening times
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Reviews
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Review titled Awful service
Rated 1 star out of 5
by Erum Ailia - Posted on 03 August 2023
Absolutely everything is so difficult when dealing with this surgery, from getting appointments, fit notes, medications and even callbacks! Everytime I become aware I need to deal with them I get anxious and frustrated because so many things go wrong repeatedly. Even some of the GPs are difficult to deal with and I dread having to call them. Getting an appointment is already difficult because you first have to be able to get connected at 8am on the dot otherwise so the phone just disconnects when the line is busy to finally getting through after waiting for a long time to then be told call to back tomorrow as they have no appointments left! I spoke to a GP on Monday for a prescription already given to me by my private GP but because I'm out of work, I cannot afford to keep paying extortionate fees. I provided all information on Monday and have still not heard back despite chasing with the admin team. I am suffering with these symptoms which is very upsetting because I cannot do anything except wait. All they need to do is prescribe the medication as I'd already sent the private prescription to the GP and had a further consultation with him. What's taking so long? Why not update us?
Visited August 2023
Review titled The Practice Albert Road
Replied on 09 October 2024
Dear Erum, First and foremost, we sincerely apologise for the delay in responding to your concerns and for any additional frustration this may have caused. We deeply regret that your experience with our surgery has not met the standard of care and communication you deserve. We understand how challenging it can be to deal with the ongoing difficulties of securing appointments, following up on prescriptions, and the anxiety that comes with not receiving timely updates. Your health and well-being are our priority, and we are truly sorry for the stress and inconvenience this has caused you. Regarding your prescription, we understand the urgency of the situation and we hope this was resolved. We are reviewing our internal processes to prevent similar issues from happening in the future. We truly appreciate your patience, and we are committed to improving your experience with us moving forward. Please don’t hesitate to reach out to us if you have any further concerns—we are here to assist you. Kind regards, Balajeevani Sinnathurai Practice Manager
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Review titled Unprofessional
Rated 1 star out of 5
by Iveta Mihova - Posted on 10 July 2023
I called the surgery today (10.07.2023) to get an update for my maternity exemption certificate.I left the form on 22.06.2023 at the reception at Pontoon Dock. I have been advised that they don't have any notes about posting the form in my account and I have to contact NHS, no attempt for this form to be located was made.After I confirmed with NHS that nothing has been posted on my behalf I called them again. Since I requested to speak with the practice manager this time they actually looked for this form (it took them 3 minutes to find it so it was probably just left on someone's desk).Received an apology and I have been assured will be posted this time.Only time will show
Visited July 2023
Review titled The Practice Albert Road
Replied on 11 July 2023
Good morning, thank you for taking the time to leave this feedback. I do apologise that your exemption certificate was not handled in the correct way. When an exemption certificate is completed we need to add this into the patient's record with the date that it was posted. I do apologise this was not done. Going forward I will be discussing this with the admin team to make sure this has been done when dealing with an exemption certificate. Once again I do apologise for this inconvenience I will make sure this does not happen in the future. Kind regards Alfie Sleap Practice Manager - E16 Health Albert Road and Pontoon Dock
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Review titled Ridiculous service
Rated 1 star out of 5
by Iveta Mihova - Posted on 16 May 2023
I called the practice to book an appointment for my annual astma review since they refused to prescribe an inhaler for me and I have been told that I have to purchase peak flow test so they can complete the check.On the question why I have to pay for equipment that they have to provide I have been told that if I don't provide the equipment they cannot do the annual review and I will not have my medications prescribed. I am speachless. This surgery is getting more and more ridiculous every day.
Visited May 2023
Review titled The Practice Albert Road
Replied on 15 June 2023
Dear Patient, I would firstly like to apologise for the experience you have recently had with the Practice. Reviews of medication is very important to make sure our patients are on the correct medication and if we may need to change dosage/ pump. I do apologise that it was not clearly explained to you that if you have a peak flow at home yourself you can bring this along to the Practice. At the Practice, since COVID the NHS advised the Practice to not use multi use inhalers anymore and that patients will need to collect prescriptions from the pharmacy. Again i do apologise if this has been an inconvenience to you. We hope to change this in the near future with the Practice providing peak flows for the patients. If you wish to discuss this further, please do not hesitate to contact the Practice on 0208 104 2222 and ask to speak to myself. Kind regards, Alfie Sleap Practice Manager
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Review titled Disgusting practice
Rated 1 star out of 5
by Anonymous - Posted on 15 May 2023
My son who is 5 yrs old and unwell. I called over 100 times and it was constantly busy, when I actually got through an hour later, I was caller over30 so I had to request a call back. I was still waiting 5hrs later. I also done an dr:iqAfter 5 hrs I called the surgery. I managed to speak to a receptionist who was from pontoon Dock and not Albert Road and was very unhelpful and didn’t care. I’m Really bad service.
Visited May 2023
Review titled The Practice Albert Road
Replied on 16 June 2023
Dear patient, Thank you for taking the time to leave feedback for the Practice. I do apologise for the recent issues you have had with getting through on the phones. As Albert road and Pontoon Dock are one Practice the phone lines sometimes other flow to each site to support with the demand of calls that the Practice is receiving. I would like to look into this further for you but unable to see your details. If you would like to discuss this further please do not hesitate to contact the Practice on 0208 104 2222 and ask to speak to myself. Kind regards Alfie Sleap Practice Manager E16 Health Albert road and Pontoon Dock
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Review titled Really bad practis
Rated 2 stars out of 5
by Klaudia Lis - Posted on 27 April 2023
I went there today with my baby for the 2 years old review with a health visitor. So the apotiment should happend at 1:30 but no one was aware about our apotiment even I was have to showing proof of my messeges from them with the appointment date and time. After that the health visitor eventually take us in but she wasn't too happy about that becouse apparently she should be finishing for today already. So when I went in with the baby she was just seating and eating her grapes and make me yo do all work. She said o you need to weight him and then you need to measure him,even when the child was not settled she didnt help me a bit. Zero advise about anything from her even when I was asking questions. She just said he is fine ,he's weight is all right and that's matters. So it was completely terrible experience. I was hope for a great time and get some advises but I end up to doing all work and just feeling unwelcome. I m glad we are changing the GP practice soon becouse the staff there is just a joke.
Visited April 2023
Review titled The Practice Albert Road
Replied on 15 June 2023
Good afternoon, Thank you for taking time to leave feeback for the Practice. I do apologise for your negative experience with the heal vsiting service when you visited Albert Road. This is an external team that use our Practice to see patients. I will make sure to pass your feeback to the team. If you would like to discuss this further please do not hesitate to contact the Practice on 0208 104 2222 and ask to speak with me. Kind regards, Alfie Sleap Practice Manager
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Review titled Shockingly Woeful Service
Rated 1 star out of 5
by Anonymous - Posted on 24 April 2023
I've been caller number 1 in the que for the past 10mins. Recorded greeting directs patients to the mobile app which either doesn't provide required service or fails to alert practice of requests. Most frustratingly, ordering a repeat prescription is near impossible without making a formal complaint. Horrible service every time
Visited April 2023
Review titled The Practice Albert Road
Replied on 15 June 2023
Dear patient, I do apologise for the negative experience you have had with our Practice recently. We have tried to improve our wait times on the phones by haviong more receptionists to answer calls in the mornings. I hope you will see an improvement in this in the near future. Medication requests can be put through a few different ways. ou can send an email to the Practice, request it in person, request through your local pharmacy or through Dr IQ. If these options are not suited to you please do let the Practice know. If you wish to discuss this further please do contact the Practice on 0208 104 2222 and ask to speak to myself. Kind regards, Alfie Sleap Practice Manager
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Review titled Bad Practice and rude staff
Rated 2 stars out of 5
by Ola - Posted on 25 April 2023
I called yesterday morning to book an appointment and there was an Option to request a call back which I did. But when a lady called me back at around 9:01am I was told there was no appointment left. And I asked if I could get a pre booked appointment then this lady was raising her voice at me and in her words “do you need a translator because I just said there was no available appointment today” like who the hell does she think she is talking to me like her child. Y’all will say you don’t tolerate abuse of any kind towards your staff but is it normal for your staff to rude to a client. Very very disrespectful! This is the uptenth time in a row which I am calling to be seen by the Gp, with no success. How can I function properly and move on with my life and work when I am ailing? I don’t know why the appointment system is this terrible. But it certainly needs some fix up.
Visited April 2023
Review titled The Practice Albert Road
Replied on 15 June 2023
Dear Ola, Thank you for taking the time to leave feedback for the Practice. I would firstly like to apologise for your negative experience when speaking with the team at front desk. The call back system is a newer system to the Practice that is designed so that patients do not need to stay on hold and the Practice will call them back when they are closer to the front of the queue. With the high demand at the moment and the high level s of patients asking for a call back, this does not guarantee you an appointment for that day. We do offer pre-bookable appointments but these are on a first come first serve basis. We try our best to manage our patients by using our local services such as community Pharmacy appointments to free up our own appointments for patients who urgently need to speak with a clinician. I will make sure to raise your experience with the reception team and make sure we as a time strive to give our patients the best customer service possible. Again i do apologise for this experience you had. If you wish to discuss this further please do not hesitate to contact the Practice on 0208 104 2222 and ask to speak with me. Kind regards, Alfie Sleap Practice Manager.
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Review titled They lost my bloods!
Rated 1 star out of 5
by Anonymous - Posted on 14 April 2023
I had blood taken to check for some hormone markers recently, and they lost my blood! How is this acceptable? No explanation and no apology. I only got a message from my Gp surgery requesting me to do a repeat test. No wonder people have to resort to private services. This is outrageous. My blood is literally my Dan, and the Nhs have no respect for it!
Visited March 2023
Review titled The Practice Albert Road
Replied on 15 June 2023
Good afternoon, Thank you for taking the time to leave feedback for the Practice. I do apologies for your experiences with the Practice and your bloods being lost. This may be due to the blood bottle being mislabeled or a mishandling on the way to the lab. I would like to look into this further. Please do contact the Practice on 0208 104 2222 to discuss further. Kind regards, Alfie Sleap Practice Manager
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Review titled Ridiculous service
Rated 1 star out of 5
by Iveta Mihova - Posted on 20 February 2023
I needed to contact the practice to get maternity certificate.I have been holding on the linw for 2 hours and 5 minutes now although was 5th on the queue.I honestly think it is disrespectful.
Visited February 2023
Review titled The Practice Albert Road
Replied on 08 March 2023
Good morning, I do apologise for the delay in getting through to the Practice. Around the time of your call we had staff shortages. We have now rectified this issue by hiring more admin staff to deal with the demand of calls in the mornings. Also, maternity exemption certificates can be collected and filled out at reception. If you would like to discuss these issues further please do not hesitate to contact the Practice and ask to speak with myself. Kind regards, Alfie Sleap Practice Manager E16 Health Albert road and Pontoon Dock
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Review titled Bad practice
Rated 1 star out of 5
by Anonymous - Posted on 20 January 2023
I was called for 2 months and not any appointment. When i call early morning i was on the line for an hour and when they answer the phone no appointment
Visited January 2023
Review titled The Practice Albert Road
Replied on 08 March 2023
Good morning, I would firstly like to apologise for the difficulty in you getting an appointment with the Practice. Please note we do have the option of pre-bookable appointments available and patients can also use our online consultation service Dr IQ to put through queries on an online consultation system. If you wish to discuss this further please contact the Practice and ask to speak with myself. Kind regards, Alfie Sleap Practice Manager E16 Health Albert road and Pontoon Dock.