The Spitalfields Practice
20 Old Montague Street, London, Greater London, E1 5PBContact details and opening times
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Reviews
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Review titled Great practice
Rated 5 stars out of 5
by Anonymous - Posted on 26 July 2024
Excellent service delivery. Polite staff. They are very sensitive to my needs and take their time. I’ve been with them for years and they have continued to put in their best In my last appointment the Dr listened to my problem and arranged for a face to face assessment. The level of attention to detail they put during the appointment was really encouraging.
Visited July 2024
Review titled The Spitalfields Practice
Replied on 29 July 2024
We are delighted to hear that you had a positive experience and that our team was able to meet your expectations. Providing excellent care and ensuring our patients feel valued and well looked after is at the heart of what we do, and your feedback reaffirms the hard work we put in every day. Your review not only brightened our day but also motivates us to continue striving for excellence in all that we do. We are grateful for your trust and confidence in our services.
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Review titled Best appointment
Rated 4 stars out of 5
by Anonymous - Posted on 26 July 2024
The reception is always a bit confusing and they’re never sure if my appointment is in person or not. But I had the best experience today with a doctor/nurse (I can’t remember) that I’ve ever had at a GP. I was made comfortable and taken seriously about my concerns. And put forward for tests to ensure I would receive the correct treatment.
Visited July 2024
Review titled The Spitalfields Practice
Replied on 29 July 2024
Thank you for your feedback. We appreciate your understanding regarding the reception area and are working to improve our communication. We're delighted to hear that you had a positive experience with our doctor/nurse and felt comfortable and taken seriously. Your health and satisfaction are our top priorities, and we're glad we could assist you effectively.
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Review titled Rude ENT doctor
Rated 3 stars out of 5
by Anonymous - Posted on 14 May 2024
The doctor make us feel like we should not be there because there is no problem. I came with my daughter for hearing check instead she had checked her nose and ears for obstruction. He did not suggest anything so I waste my time because I still don’t know why my daughter can’t hear properly.
Visited May 2024
Review titled The Spitalfields Practice
Replied on 16 July 2024
Thank you for taking the time to share your feedback regarding your recent visit. I am truly sorry to hear about your disappointing experience, especially concerning your daughter's hearing check. Your concerns are very important to us, and I would like to address them comprehensively. Firstly, I apologise for any frustration or inconvenience you experienced during the appointment. It is essential that all patients feel heard and supported, and it is disheartening to hear that this was not the case for you and your daughter. I would like to clarify that the hearing check service you interacted with is not directly managed by our practice. They are a separate service that rents space within our building. However, your feedback is still very important to us, and we will ensure that it is communicated to the appropriate team to help improve their service. It is concerning to hear that the appointment did not address your daughter's hearing issues and that you left without a clear understanding of the next steps. We will pass on your feedback to the service to encourage a more thorough and patient-centred approach in their consultations. If you would like to discuss your concerns further or need assistance in arranging a follow-up appointment or referral to a specialist, please do not hesitate to contact me directly. We are here to assist you in any way we can to ensure your daughter receives the appropriate care. Thank you again for bringing these issues to our attention. We are dedicated to improving our services and ensuring that all patients receive the best possible care.
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Review titled Appointment
Rated 1 star out of 5
by Anonymous - Posted on 27 May 2024
I do not understand why this GP surgery is so inefficient and unreliable. Why is an appointment given to a person on a bank holiday Monday, when the surgery is closed? Its unfair on the elderly person who has to walk to the surgery, especially with loads of medical issues, only to see the surgery is closed?! And then has an automated text alert to let the patient know they need to attend today? Unbelievable how this surgery's system has become worse over the years. Its unfortunate that the patients have no choice but to come to this GP as its the closest to their address. If there was any other surgery that we were entitled to be registered to, I wouldn't think twice.
Visited May 2024
Review titled The Spitalfields Practice
Replied on 29 May 2024
Dear Patient, We are incredibly sorry to hear about the trouble you experienced with your appointment on Monday. We can not imagine the frustration you felt especially for an elderly person. There was an issue with our appointment scheduling system that led to bookings being made for a closed day. We are taking steps to address this problem to ensure it doesn't happen again. We proactively reached out on Tuesday, May 28th, to reschedule appointments for everyone affected. If you haven't been contacted yet or would prefer to reschedule at a different time, please don't hesitate to call us at 02072477070 and we'll be happy to assist you.
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Review titled Awful Postnatal check appointment
by Anonymous - Posted on 29 May 2024
I had a telephone appointment with a doctor who isn't my usual gp. A postnatal check after having a baby, and I am a first time mum. The call lasted only 5 minutes. The doctor called, said their name and first question was 'did you have a normal birth?'. Not even how are you etc. This was followed by a bunch of other questions, a tick box exercise. Was very rushed. The worst part was when i was asked or rather told "you dont have depression or anything do you?" What sort of questioning is this. If I did, I wouldn't just say "yes, I do have depression" I've been made to feel that it's not normal for me to feel depressed post birth. And the way I was asked just doesn't make me comfortable to say the truth, like it's a joke. Perhaps try asking a patient "how are you feeling after having a baby?" Maybe they'll open up and say how it's been. My journey to having a baby at the hospital has been a very traumatic experience. The journey after has also been difficult. You'd think at the postnatal check appointment with my gp I'd be able to talk about it and get some support or pointed to the right direction. Doctors doing postnatal appointments should take a bit more time and care when talking to their patients, not make them feel like a number, doing a tick box exercise. This appointment didn't feel like it was for me but rather for the doctor and fornthe doctor to be able to say "I've done it" Also, these appointments should ideally be face to face and not over the phone.
Visited May 2024
Review titled The Spitalfields Practice
Replied on 16 July 2024
Thank you for sharing your feedback regarding your recent postnatal telephone appointment. I am truly sorry to hear about your disappointing experience, especially during such a significant and sensitive time as a first-time mum. Your concerns are very important to us, and I would like to address them comprehensively. Firstly, I apologise for the rushed nature of your appointment and the manner in which the questions were asked. It is essential that postnatal checks are conducted with empathy, care, and thoroughness. Your feedback highlights areas where we need to improve, particularly in how we communicate and support new mothers. I am sorry to hear that you felt uncomfortable discussing your mental health. It is crucial that our patients feel safe and supported when sharing their feelings, especially regarding postnatal depression. We will review our approach to ensure that our questions are more open-ended and supportive, allowing patients to express themselves freely. Your suggestion to ask "how are you feeling after having a baby?" is valuable and will be taken into consideration for future consultations. We want to ensure that every new mother feels heard and supported during their postnatal check. I also acknowledge your preference for face-to-face appointments. While telephone consultations have become more common, especially during the pandemic, we recognise that they may not be suitable for all situations. We will explore ways to offer more face-to-face appointments for postnatal checks to provide a more personal and supportive experience. Your feedback will be shared with our clinical team to ensure that we are meeting the needs of our patients effectively. If you would like to discuss your concerns further or need additional support, please do not hesitate to contact me directly. Thank you again for bringing these issues to our attention. We are dedicated to improving our services and providing the best possible care for our patients, especially new mothers.
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Review titled Worst service ever
Rated 1 star out of 5
by Anonymous - Posted on 15 May 2023
Front desk staff are so rude very unprofessional.Even time you call appointment for your 5 years old baby they said you call 111 or go to emergency. This GP practice should be shutdown soon
Visited May 2023
Review titled The Spitalfields Practice
Replied on 16 July 2024
Thank you for taking the time to share your feedback. I am truly sorry to hear about your negative experiences with our front desk staff and the difficulties you have faced when trying to book an appointment for your child. Your concerns are very important to us, and I would like to address them comprehensively. Firstly, I apologise for any perceived rudeness or unprofessionalism from our front desk staff. We strive to provide a welcoming and supportive environment for all our patients, and it is disheartening to hear that we have fallen short in this regard. Your feedback will be shared with the team, and we will ensure that additional training is provided to improve our service. Regarding the advice to call NHS 111 or go to A&E, we understand how frustrating this can be, especially when seeking care for a young child. Our goal is to provide the most appropriate care pathway for each patient, and it seems we did not meet your expectations in this instance. We will review our triage processes to ensure that patients, particularly young children, receive the care they need promptly. We take your feedback very seriously and are committed to making the necessary changes to enhance our service. If you would like to discuss your concerns further or need assistance with your child's care, please do not hesitate to contact me directly. Thank you again for bringing these issues to our attention. We are dedicated to improving our services and providing the best possible care for our patients.
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Review titled such a battle to get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 14 March 2023
Such a battle to get an appointment. 1) when calling to book an appointment there are never any available even if you say you can wait 3-4 weeks as it isn't urgent. > the receptionist then advised to call back at 8:45am the next day to ask for an emergency appointment, even though it is not an emergency, but this is the only way to get an appointment 2) calling at 8:45am to get an emergency appointment. * Calling at 8:44am: "sorry the surgery isn't open yet, please call back during opening hours". * Calling at 8:45am on the dot: "you're now 48 on the queue". After being 33 minutes on hold and being from 48 to 9 on the queue the call hangs up. * I called back straight away, and the Receptionist answered after being on hold this time for "only" 15 minutes. The Receptionist says, "sorry no emergency available as they've all been given, call back tomorrow morning". But I've been calling the practice for 3 days at 8:45am and every day is the same. When complaining about it the Receptionist says got to the A&E department > this is extremely unethical as my medical issues are not urgent, no wonder the A&E is always full as most surgery do not give any appointments. Other advice by the Receptionist calls 111. I do call 111 but their advice is call your doctor. This was the same scenario before the Pandemic but has gone so much worst since. The practice needs an auditor to come & review. Additionally, doctors are always either on annual leave or they’re sick. Furthermore, the whole practice isn't tidy, so many posters displayed they don't make sense anymore, they just look like advertisements instead of medical poster. There is a tablet to book your arrival (at least pre-Pandemic) and 9 times out of 10 it was not working, so you had to wait so long at the reception. Receptionists are not very friendly either (some are luckily). However, if miraculously, you do see a doctor, there are mostly very polite and nice - well that was pre-Pandemic as since I never manage to see any. The face-to-face consultation barely last 5 minutes, this includes research on google, taking the tension and writing prescription. So can't call that a consultation. The phone consultation that I finally had after calling for 3 days in a row was equally from a very nice and polite GP but that lasting barely 5 minutes, I didn't have time to list all my symptoms, so she let me talk and the whole call lasted 12 minutes, including the explanation of the medicine she was giving me as these were new to me. Do not register there. I'm trying to find a new surgery but, in my area, they aren't taking new patients.
Visited March 2023
Review titled The Spitalfields Practice
Replied on 16 July 2024
Thank you for sharing your detailed feedback. I am truly sorry to hear about the difficulties you have experienced in securing an appointment and the overall challenges you have faced with our practice. Your concerns are important to us, and I would like to address them comprehensively. Firstly, I apologise for the frustration and inconvenience you have encountered when trying to book an appointment. We understand how challenging it can be to navigate the current system, especially when appointments are limited. We are actively working to improve our appointment booking process to ensure that patients can access the care they need in a timely manner. Your feedback will be instrumental in helping us identify areas for improvement. Regarding the issues with calling at 8:45am and the long wait times, we recognise that this is not an ideal situation. We are exploring ways to enhance our phone system and reduce wait times to make it easier for patients to book appointments. Additionally, we are looking into alternative methods for appointment booking, such as online systems, to provide more flexibility and convenience. I am also sorry to hear about your experience with being advised to go to A&E or call 111. Our goal is to provide appropriate care pathways for each patient, and it seems we did not meet your expectations in this instance. We will review our triage processes to ensure that patients receive the most suitable advice and care. Your comments about the cleanliness and organisation of the practice are concerning. We take pride in maintaining a tidy and welcoming environment, and we will address these issues promptly. The functionality of the check-in tablet and the clarity of displayed posters will also be reviewed to ensure a better experience for our patients. It is disheartening to hear that you have found it difficult to see a doctor and that consultations have felt rushed. We strive to provide thorough and attentive care during each consultation, whether face-to-face or over the phone. Your feedback will be shared with our clinical team to ensure that we are meeting the needs of our patients effectively. Lastly, I understand your frustration with the lack of available appointments and the difficulty in finding a new surgery. We are committed to improving our services and hope that you will give us the opportunity to address these issues. If you would like to discuss your concerns further or need assistance with your care, please do not hesitate to contact me directly. Thank you again for bringing these issues to our attention. We are dedicated to making the necessary changes to enhance our service and provide the best possible care for our patients.
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Review titled Caring Doctor and great pratice
Rated 5 stars out of 5
by Anonymous - Posted on 05 January 2023
This was my first time at this practice. True it took a while to be able to book a phone appointment initially, which then got cancelled last minute. But when I finally got to speak with a Doctor she was very caring and took my (minor) issue very seriously. She was able to see me face-to-face the same day and prescribed some more tests to make sure everything is OK. I honestly expected my issue to be brushed off as "stress" but it was great to see that it was taken even more seriously than I personally did! So far a great experience and really recommended. Thank you!
Visited January 2023
Review titled The Spitalfields Practice
Replied on 06 April 2023
Thank you for taking the time to give us your feedback. We are sorry to hear that it took a while to book an appointment and then it was cancelled. It is pleasing to hear that when you were seen by your GP that you were taken seriously and with the upmost care. The GPs and staff work hard to put the patients best interests first and appreciate knowing when patients feel they are doing a good job. Thank you!
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Review titled Abmost nothing to recommend it.
Rated 1 star out of 5
by Anonymous - Posted on 29 April 2023
I have over many years lived in five different countries including developing nations and this has to be by far the worst medicaI clinic (and more generally the worst system) I have experienced. The front desk is diabolical to the extent that one wonders if the people manning it have to pass a 'little dictator' test to get a job. I have never seen a reception staff member smile or show any sense of empathy. I have seen them refer people 111. I have had two previous practices in the Uk and none have been particularly good but this one excells. Getting an appointment is almost impossible, and when you get one it is on the telephone. I had a previous practice that had a telephone service - you could book a call to a doctor if you had a question about an existing condition - questions about dosages, side effects of new medicine or changes in a condition - matters that didn't need face to face discussion but not telephone appointments. I recently waited a month for a telephone appointment. On one occasions I rang up with serious symptoms of an illness and was told to call 111. I knew that 111 would refer me to a & e so went directly there - instead of a five minute walk to the practice, it was a bus trip to a & e for an illness, though serious, could have been dealt with at the clinic. And mistakes with prescribing - I won't discuss them here - but they can be quite dire. Periods left without medication because apparently nobody reads existing medical records. The doctor I have occasionally got to see, is quite pleasant, but by the time I get to see them I have usually got a diagnosis to give them. All I need is the appropriate medication and these days I research that before I go too. I find this limited 8am to 6pm on weekdays service ridiculous. I am came from a system where the standard opening times for clinics 7am until 8pm, as well as a Saturday clinic. In addition there were walk-in 24 hour clinics that were free to all. That seems to be the norm with most comparable western countries, all of whom have national health services although Brits seem to think the Uk Nhs is only one. And there is no after hours service either. It's 111 or a & e - no wonder a & e is overused. I do not know whether this clinic is so poor because it is a reflection of the entire system, but it has major issues and is most certainly in need of an administrative shake-up and some change of attitude. And perhaps some decent staff training for the frontline staff.
Visited December 2022
Review titled The Spitalfields Practice
Replied on 16 July 2024
Thank you for taking the time to share your feedback. I am truly sorry to hear about your negative experiences with our practice. Your concerns are important to us, and I would like to address them comprehensively. Firstly, I apologise for any perceived lack of empathy or professionalism from our front desk staff. We strive to provide a welcoming and supportive environment for all our patients, and it is disheartening to hear that we have fallen short in this regard. Your feedback will be shared with the team, and we will ensure that additional training is provided to improve our service. Regarding the difficulty in securing appointments, we understand how frustrating this can be. Our practice, like many others, has been under significant pressure, especially in recent times. We are continually working to improve our appointment system to ensure timely access to care. While telephone appointments have become more common, especially during the pandemic, we recognise that they may not be suitable for all situations. We are exploring ways to balance telephone and face-to-face consultations more effectively. I am also sorry to hear about your experience with being referred to NHS 111 and the subsequent visit to A&E. Our aim is to provide the most appropriate care pathway for each patient, and it seems we did not meet your expectations in this instance. We will review our triage processes to ensure that patients with serious symptoms receive the care they need promptly. Your comments about prescription errors and delays are concerning. Accurate and timely medication management is crucial, and we will investigate these issues to prevent future occurrences. If you have specific instances you would like to discuss, please do not hesitate to contact us directly. We acknowledge that our opening hours may not meet everyone's needs. While we currently operate within standard NHS guidelines, we are always looking for ways to extend our services. Your feedback will be taken into consideration as we plan future improvements. Lastly, I appreciate your perspective on the broader healthcare system. While there are differences between countries, we are committed to providing the best possible care within the framework of the NHS. Your feedback is invaluable in helping us identify areas for improvement. Thank you again for bringing these issues to our attention. We are committed to making the necessary changes to enhance our service. If you would like to discuss your concerns further, please feel free to contact me directly. Best regards,
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Review titled Worst practice
Rated 1 star out of 5
by Anonymous - Posted on 15 November 2022
The doctors are diagnosing patients without a face to face appointment. All they offer is telephone consultation. You’re told to call at 8:45am if you want an appointment but once you’ve called your left holding behind 40+ patients. Once your call is answered your told no appointments are available. This practice has gone worse since the pandemic. The practice I believe needs an auditor to come & review. Doctors are always either on annual leave or they’re sick. They’ll instead refer you to go A&E or call NHS 111.
Visited November 2022
Review titled The Spitalfields Practice
Replied on 23 June 2023
Dear Patient, Thank you for your feedback. We are sorry to hear of the difficulties you encountered trying to book an appointment. We offer appointments to patients at the reception front desk and patients can telephone the surgery at 8.45am – 6.30pm Monday to Friday, to book an appointment. When a GP appointment is offered to you, you will be asked if you would like a face to face appointment or a telephone appointment. We are advising patients to book appointments online, please ask at reception for further details on how to register or you can download the NHS app. Did you know you can also consult our GPs online and you will get a response back from the GP by the end of the next working day? Visit https://thespitalfieldspractice.nhs.uk. If you would like to discuss your complaint further please do not hesitate to get in contact with our Practice Manager.