Thurleigh Road Practice
88A Thurleigh Road, Balham, London, Greater London, SW12 8TTContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Awful practice
Rated 1 star out of 5
by Anonymous - Posted on 30 May 2023
This practice is genuinely one of the worst practices I have ever come across, getting an appointment is borderline impossible as the receptionists never pick up the phone. I’ve been told wrong information from the receptionists on multiple occasions as well as pre booking an appointment for a slight emergency and never getting called. Never mind the attitudes of some of the receptionists being absolutely awful. I’ve called at 8am on the dot on multiple occasions to get an appointment and never had anyone pick up the phone, it’s is never an easy relaxed experience.
Visited May 2023
Review titled Thurleigh Road Practice
Replied on 13 February 2025
Dear patient. I am sorry to hear of your experiences with the appointment system and reception staff at the practice. We are trying hard to improve the service we offer and it would be helpful if we can speak to you to explore more fully the nature of your issues. Please contact a member of our management team so we can discuss further. Please accept my apologies again, and thank you for taking the time to leave your feedback.
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Review titled Declining quality of service
Rated 3 stars out of 5
by Anonymous - Posted on 16 May 2023
I have been a patient at this practice for over 20 years - I used to regard it as a model of medical care. But its standards have collapsed. I waited 40 minutes today to try to book a phone call with a doctor - and eventually gave up. It is hard to contact the practice at the best of times. Everything has been transferred to an unsatisfactory online site. There are some excellent people working at the practice but how does one access them? The reception service is hopeless - not at all helpful even when one can contact it. In short this practice - which was once excellent - has declined, largely thanks to poor management.
Visited May 2023
Review titled Thurleigh Road Practice
Replied on 13 February 2025
Dear patient. I am disappointed to learn of your experiences regarding your difficulty in securing an appointment. It is unacceptable to have to wait for such a prolonged period of time without receiving a response. We are genuinely trying to improve the level of service we offer, and with this in mind it would be very helpful if we can speak to you to investigate the nature of your issues further. Please reach out to a member of our management team so we can discuss the matter in more depth. Please accept my apologies, and thank you for taking the time to leave your feedback. Neil Lazenby. General manager.
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Review titled Unacceptable
Rated 1 star out of 5
by Anonymous - Posted on 13 April 2023
The doctors - if your blood pressure can survive the stress of getting an appt - are great. But after 15 years at this practice I feel there’s no option but to leave. navigating their booking system is like being in the Matrix or being gaslighted - they seem to believe they have a system that works but it certainly doesn’t work for patients. This week I have rung three times, been on hold for ever, received texts that are pointless, been online (patient access at 7.30am. and the practice website at 8am as instructed) and reassured I can have a same day appt if I follow the instructions on these sites. But I am still no closer to getting an appt. I am tech literate, I am an intelligent person, but you are kidding yourselves if you think anyone who uses this practice thinks this ‘system’ for getting medical help works in any way. I speak to patients of other surgeries and they can ring or go online, get an appt and see a doctor - they can’t understand the mess at my practice.
Visited April 2023
Review titled Thurleigh Road Practice
Replied on 31 January 2025
Dear patient. I am immensely sorry to hear that you feel the need to leave our practice as a result of the poor service you have received - especially after being a patient here for so long. We are trying very hard to improve the service we offer, and as such, it would be very helpful if you would contact a member of Practice Management so we can investigate your experiences further. Hopefully, as a result, we will improve and offer a better service going forward. Thanks again for taking the time to post your feedback. Neil Lazenby. General Manager.
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Review titled Don't bother phoning usless you have an hour
Rated 2 stars out of 5
by Anonymous - Posted on 16 May 2023
The automated service is terrible. You wait for 30 - 50 mins before they pick up. And the recorded message send me around the bend "your call is important to us" - well if it was, please pick up. The doctors and nurses are great - once you have made the impossible appointment.
Visited April 2023
Review titled Thurleigh Road Practice
Replied on 31 January 2025
Thank you for taking the time to leave your feedback. I am disappointed to hear you were kept waiting for so long before your call was answered. We are trying to improve our service, and as such it would be beneficial if you would contact a member of Practice Management so we can investigate the circumstances of your complaint further. Hopefully we will learn from your experience and be able to offer an improved service going forward. Thanks again for taking the time to leave your feedback. Neil Lazenby. General Manager.