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 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,