Waterloo Health Centre
114-118 Lower Marsh, Waterloo, London, SE1 7AEContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Rude, incompetent and impossible to reach
Rated 2 stars out of 5
by Athanasia K - Posted on 06 June 2024
First, the reception is so rude and hard to give you an appointment. If you're unlucky to get picked up by certain staff, the tone is unfriendly, bothered to pick up the phone and hardly compassionate. The doctor is patronising; once I said I don't appreciate the tone, she became aggressive, saying she only has 5 minutes to talk. When I told her that in my country, I was checking my moles to express the need to have my skin checked annually, she continued with her tone to say that things are done differently in the UK. I told her I have been living here and paying for NHS for 12 years to defend myself. Bottom line, she would either see me 45 minutes after the call - impossible to get ready and commute on such short notice! or at 15.30 when I told her I had to be at work. She said I could not see any other doctor and that I had to call again when I would be available. Long short, have a private health care provider and don't rely on NHS or clinics like this one, let alone doctors who tell you twice they only have 5 minutes to do their job, which is to care and do their best to assist!
Visited June 2024
Review titled Waterloo Health Centre
Replied on 06 June 2024
Dear Athanasia, thank you for taking the time to comment and I'm very sorry to hear you had a negative experience. Of course we aim for our reception team to be welcoming and friendly, and our doctors want to provide a caring and responsive service. We would be happy to discuss your experience further with you to see what we can to to improve things if you could contact us directly about it. You could phone us or use the online contact form on our website to send your message www.waterloohealth.co.uk Kind regards Dr Deborah Maynard
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Review titled Exceptional GP
Rated 5 stars out of 5
by Leila - Posted on 02 April 2024
I wanted to write this review about a stand-out and exceptional practitioner at this practice and having spoken to neighbours and friends who are registered at the same practice and also speak very highly of him, I felt called to write this review. Time and again, he somehow manages to work within the very difficult constraints all GPs have to cope with (for example the time limits of the consultation, complex needs of patients) and really listen to my/ my family’s health concerns and suggest a course of action that will help. The year before last, I went through a challenging time with my health and I needed to follow up with my GP, I wasn’t feeling great or very motivated to access help but because he had been both approachable and pragmatic in our earlier appointments it made it that much easier to take the steps he recommended and communicate with him about my progress along the way. I am grateful for the ways he has been able to think laterally about mine and my family’s health and keep sight of me and my children as individuals in all our interactions with him to date. Thank you.
Visited March 2024
Review titled Waterloo Health Centre
Replied on 18 July 2024
Dear Leila, Thank you so much for your wonderful review and for taking the time to share your positive experiences with us. We are delighted to hear that you and your family have received exceptional care from our GP. Your kind words about our practitioner are truly appreciated. It’s heartening to know that they have managed to work effectively within the constraints faced by GPs and has provided attentive, pragmatic, and compassionate care. We strive to treat each patient as an individual and are glad to hear that this approach has made a difference for you and your family. Your feedback about feeling supported and motivated during challenging times is particularly meaningful. It is our goal to ensure that our patients feel heard and supported, and we are pleased to know that your GP has been successful in achieving this. We will be sure to pass along your compliments to the practitioner in question, as well as to the rest of our team. Knowing that our efforts are appreciated by our patients and the community is incredibly rewarding. Thank you once again for your kind words and for being a valued member of our practice. If there is anything more we can do for you or your family, please do not hesitate to let us know. Best regards, Dr George Verghese General Practitioner Waterloo Health Centre
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Review titled Fantastic practice
Rated 5 stars out of 5
by Winona - Posted on 28 March 2024
I have been a patient of the practice for around 6-8 years. I currently have an ongoing abdominal issue, and the GP, has provided excellent advice, and I feel listened to. I’ve had appropriate tests, a physical examination and am now being referred for further tests. Very happy with the care I get here
Visited March 2024
Review titled Waterloo Health Centre
Replied on 06 June 2024
Dear Winona, thanks so much for taking the time to comment. We are pleased to hear that you are happy with our service. It's great to hear that you feel listened to and had good advice. The team are always happy to have positive feedback as it helps us to know we are doing the right things. Kind regards Dr Deborah Maynard
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Review titled More chance of winning the lottery
Rated 1 star out of 5
by Anonymous - Posted on 04 July 2023
If you manage to get through to the surgery consider yourself lucky, if you manage to get an appointment within the same month consider yourself extremely lucky. I have previously called 143 times before getting through and recently spent over 20 minutes on hold to get to number 1 in the queue only to be hung up on. I decided to make a trip to the surgery to request an appointment as I couldn’t get through on the phone and was told they’re wasn’t an appointment for 3 weeks and was advised to seek medical treatment for an suspected ear infection from the pharmacy. Obviously the pharmacy couldn’t help but it’s a fantastic way of the surgery fobbing patients off
Visited June 2023
Review titled Waterloo Health Centre
Replied on 18 July 2024
Thank you for your feedback. We are sorry to hear about your recent experience and would like to address the concerns you have raised. Phone System and Call Volumes: We acknowledge that getting through on the phone can be challenging, especially during peak times. We have experienced an unprecedented increase in call volumes recently, which has affected our ability to answer every call promptly. We are actively working to improve our phone system and have implemented additional staff to manage calls more efficiently. In recent times our call answering average is now between 2-3 minutes. If you are unable to get through, we recommend using our online consult system as an alternative. Appointment Availability: We strive to offer timely appointments to all our patients. However, due to high demand, there may be instances where appointments are not immediately available. We are continuously reviewing our appointment scheduling to increase availability and reduce waiting times. Please be assured that we are committed to providing access to necessary medical care as promptly as possible. Currently we see most of 90% on same day or next day of the time they have contacted. We tend to book all patients within the same week for acute needs and only those with routine care within 2-3 weeks On-Hold and Queue Issues: We apologize for any inconvenience caused by being placed on hold or experiencing disconnection. This is not the level of service we aim to provide. Our technical team is investigating the issues to prevent such occurrences in the future. Advice to Seek Pharmacy Treatment: In cases where immediate GP appointments are not available, our staff may recommend seeking advice from a pharmacist for minor ailments, such as ear infections. Pharmacists are trained healthcare professionals who can offer guidance and treatment for many conditions. If a pharmacist determines that further medical attention is needed, they will advise you to contact your GP or seek other appropriate care. We are committed to improving our services and appreciate your patience and understanding as we work towards these improvements. Your feedback is valuable in helping us identify areas where we can do better. Please do not hesitate to contact our practice manager directly if you would like to discuss your concerns further. Best regards, Dr George Verghese General Practitioner Waterloo Health Centre
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Review titled Excellent
Rated 5 stars out of 5
by Clare B - Posted on 15 December 2022
I have been a patient here for around 18 years. I don’t go that often but I have needed them for the odd run of the mill issue and some bigger life events. My son is also a patient. Apart from once when a doctor was a little dismissive, I can say that I have left the surgery feeling like I have been seen by an excellent doctor and with the issue resolved or on the way. This morning a doctor saw my son and whilst efficient he was so thorough and careful I was really impressed. Unfortunately we might be moving so I will miss this dependable surgery very much. It also has a spacious waiting room with glass frontage so you can avoid germs by sitting apart or popping outside.
Visited December 2022
Review titled Waterloo Health Centre
Replied on 18 July 2024
Thank you so much for your kind words and for being a loyal patient of our practice for the past 18 years. We are delighted to hear about your positive experiences with our services and that you feel well cared for by our team. It's heartening to know that our doctors have been able to assist you with both routine issues and significant life events, and that your son also received thorough and careful attention during his recent visit. We strive to provide high-quality care to all our patients, and feedback like yours reaffirms our commitment to excellence. We appreciate your mention of our spacious waiting room in our old buildong. Creating a comfortable and safe environment for our patients is a priority, and we are glad you found it beneficial. Our new building in 114 Lower Marsh does not have a large weight area but is definitely built to modern healthcare standards. We are sorry to hear that you might be moving and will miss our practice. We will miss having you and your family as patients. If you ever find yourselves back in the area, we would be happy to welcome you back. Wishing you all the best in your new location, and thank you once again for your lovely review. Best regards, Dr George Verghese General Practitioner Waterloo Health Centre