The Village Practice
115 Isledon Road, London, Greater London, N7 7JJContact details and opening times
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Reviews
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Review titled Helpful and going beyond the call of duty
Rated 5 stars out of 5
by Priscilla - Posted on 04 March 2025
Each call or visit has been so uplifting that is what health care is all about. I like the cleanliness of the modern facility also.
Visited March 2025
Review titled The Village Practice
Replied on 06 March 2025
Dear Priscilla. Thank you so much for your kind words. It means a lot to us to hear feedback from patients. At the Village Practice, we always strive to provide the best care for our patients and it is lovely to hear about your positive experiences. I will make sure that your comments are passed onto the team - it will make their day! Best Wishes Amy Howell. (Complaints Manager)
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Review titled Automated Booking Is a Joke
Rated 2 stars out of 5
by Anonymous - Posted on 30 January 2025
Every time I want to book an appointment online, the "make a new appointment" button has a message stating it's "temporarily" not available. So...what's the point? I then call the office to speak to someone and make an appointment, and I'm asked, "Have you tried booking online" (aka "Why are you bothering us?") Frustrating and irresponsible.
Visited January 2025
Review titled The Village Practice
Replied on 31 January 2025
I am sorry to hear that you have experienced difficulties in booking an appointment using our online service at the Village Practice. Access to online submission forms will be temporarily unavailable if we have reached full capacity and have closed the list for further appointments. This is so we can triage the requests that have come through and manage appointments effectively to meet demand. The online submissions are reopened the following morning at 8am. We very rarely close the list before 4pm but this depends on capacity and appointment availability. The online submission automatically closes at 6.30pm to 8am weekdays as the practice is closed. If patients require an out of hours appointment after 6.30pm they can call the practice number, and they will be connected to the out of hours service. As demand outweighs capacity on occasions, we must close the appointment list for a short time. Patients are always welcome to call the practice and speak to the reception team at any time during opening hours. I am sorry for the frustration and that you felt like you were a bother to us. I can assure you that isn’t the case. We encourage our patients to use the online form as it allows us to triage patient requests and therefore manage demand, whilst providing a valuable audit trail as it is automatically saved onto your medical record. We will always assist patients that do not want to submit an online form. However, all requests for appointments must go via the triage system and patients cannot book an appointment by directly calling reception. Telephone request will be triaged with all the other requests and patients will be contacted with an appropriate time/date. We appreciate that the online system does not suit all patients all of the time. However, the benefit of the online system outweighs the negative of long telephone queues and the 8am rush for appointments whereby the ‘first come first’ served approach does not meet the requirement for our patient demand or support equitable care. The online system allows patients to provide further information which is then triaged by a clinician. At this point the patient is allocated the most appropriate type of appointment (urgent, routine or planned), the right clinician and /or service. This reduces unnecessary or inappropriately booked clinic appointments and therefore has an improved outcome for patients as more appointments are freed up to deal with patients who need to see a doctor urgently. I hope this provides some further information about how we operate the online service. We are always keen to listen to patient feedback to improve our service. If you have any questions or if you are not satisfied with this response, please contact our complaints manager - nclicb.complaints.thevillagepractice@nhs.net
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Review titled Phenomenal GP
Rated 5 stars out of 5
by Anonymous - Posted on 25 November 2024
Dr T is just a gentle, thorough, kind GP. She is amazing to not just myself, but my extended family too. Thank you for always going that extra mile. I had to leave our old practice as soon as I knew that she had left too… I’m so happy I’ve found her again. Dr T truly is a remarkable GP!
Visited November 2024
Review titled The Village Practice
Replied on 26 November 2024
Thanks so much for this lovely feedback for Dr Thakore, we have fed this back to her and are so grateful for your kind words. Thank you.
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Review titled Unsatisfactory service
Rated 1 star out of 5
by Ms Welsh - Posted on 09 October 2024
I called on the 2 Oct 2024 to book an appointment. I was advised to arrange the appointment online. The appointment was booked eventually with the receptionist during my telephone call. By the afternoon I received a call from a member of staff advising the doctor would call me at 5:40 pm (on the day of the call). However, the doctor did not call, and I am still waiting for an appointment. This service is unacceptable, unsatisfactory & upsetting. My health concerns remain, as well as my frustrations with the Village Practice!
Visited October 2024
Review titled The Village Practice
Replied on 27 November 2024
Dear Ms Welsh, I am sorry to hear about your recent experience with the Village Practice and that you are unhappy with the service provided. We aim to respond to all online consultations within 48 hours of receipt. Our appointments are triaged by the duty doctor who arranges a routine or same day appointment, where appropriate. Our evaluation is that the triage system allows patients to be seen by the right person and reduces waiting times. I apologise if your needs have not been met on this occasion and I would like the opportunity to discuss this further with you, to review what went wrong. Please email me at nclicb.complaints.thevillagepractice@nhs.net with a telephone number and a suitable time. Best Wishes, Amy Howell, Complaints Manager
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Review titled Bad service
Rated 1 star out of 5
by Abi - Posted on 29 March 2023
I have repeated difficulty with tracking down prescriptions and information from staff at The Village Practice. This time around I was texted to say my prescription would be sent to the pharmacy within 48 hours. After two weeks of checking, I called the practice who told me it was never sent as there had been an electronic fault and instead it was printed and left at reception for me. A message that was never passed on to me. When I went in to pick it up they said it hadn't been printed but it would be sent to my pharmacy urgently that afternoon. It was never sent. I called again in the morning and they said the same thing but it still wasn't sent. It is exhausting to have to keep chasing to receive medication I need and this isn't the first time I've experienced such difficulties. I will be moving to another practice and I advise others to do the same.
Visited March 2023
Review titled The Village Practice
Replied on 26 November 2024
Dear Abi, We are so sorry we have not replied to you sooner, we have had a change in management over the last year and we did miss this review which i can only apologise for. Please know over the last year we have spent a lot of time improving our prescription policy to run smoother for patients, pharmacy and our prescribing team. I do hope you got this sorted but if you would still like us to look into this we would be happy to do so. Please email our complaints mailbox; nclicb.complaints.thevillagepractice@nhs.net with your details so we can look into this and provide you with a suitable response. Thank you, Samantha (Operations Manager)