White Lodge Medical Practice
105 Chase Side, Enfield, EN2 6NLContact details and opening times
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Reviews
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Review titled Left in constant pain due to this surgery
Rated 2 stars out of 5
by Mr s Davidson - Posted on 12 November 2024
Left in constant pain due to The new system put in place at this doctor's is no better than the last one You still can't get appointments they turn it off all the time so is impossible to submit a request even when urgent this doctor's surgery is putting patients at risk and leaving me in constant pain
Visited November 2024
Review titled White Lodge Medical Practice
Replied on 14 November 2024
Dear Mr Davidson, Thank you for taking the time to provide feedback about our appointment system and your concerns regarding access to care. We take all patient feedback seriously, as it helps us improve our services. I am sorry to hear that you are experiencing ongoing pain. Having reviewed your medical records, I note there appears to be a discrepancy between your reported inability to access appointments and our clinical records. Regarding our appointment system, we have carefully monitored access since implementing the new triage system. Our data shows that it has improved overall appointment availability and ensures patients are seen according to clinical needs. All urgent cases are assessed and seen on the same day when clinically required. While we are not an emergency service, we prioritise urgent medical needs through our triage system. If you are experiencing severe pain, please: • Submit an appointment request when the system opens at 07:30 • Clearly describe your symptoms and pain levels • Contact NHS 111 if you need medical advice when the form is closed If you would like to discuss your specific situation and concerns in more detail, please contact us directly by filling in the form: https://whitelodgemedicalpractice.nhs.uk/services/managing-your-health-online/feedback/ Yours sincerely, Mr Maciej Karas Practice Manager
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Review titled Cannot Make an Appointment
Rated 1 star out of 5
by Anonymous - Posted on 28 October 2024
Online it says the service is unavailable to book an appointment . How do I book an appointment ? My 76 Year old mum has been told she has to book via the website , which firstly she cannot being computer unsavy . Secondly ive tried for her and the service says it’s unavailable . She’s been in person and tried over the phone and has been told she has to book via the website . I’ve even tried to send a message and that facility seems down too . Ridiculous . This has been our family surgery for over 50 years and all I can say is it’s very disappointing what it’s now become .
Visited October 2024
Review titled White Lodge Medical Practice
Replied on 29 October 2024
Dear Patient, Thank you for taking the time to share your concerns about booking appointments, particularly regarding your mum's situation. I am sorry to hear about the difficulties you have experienced and would like to clarify our appointment booking process. I must emphasise that whilst we do offer online access as one option, it is not the only way to request an appointment. We absolutely accept appointment requests: • In person at our reception desk • Over the telephone • Via our website It is concerning to hear that your mum was told she could only book via the website, as this is not our policy. We understand that not all patients have access to or are comfortable using online services, particularly our elderly patients. I will ensure this message is reinforced with our reception team. Appointment requests can be made during our opening hours between 08:00 and 18:30 when the slots are available. If you are experiencing technical issues with the website, please do not hesitate to telephone us or visit the practice in person. Given your family's long-standing relationship with our practice of over 50 years, I am particularly disappointed that you have had this experience. I would welcome the opportunity to address this matter further and ensure your mum can access our services easily. Please contact me via our website: https://whitelodgemedicalpractice.nhs.uk/navigator/feedback/ and I will arrange time to call you and discuss it in detail. Kind regards, Maciej Karas Practice Manager
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Review titled Great first time experience
Rated 5 stars out of 5
by Sharon - Posted on 22 October 2024
This was my first visit to this practice and the receptionist was very welcoming the gp I saw listened to what I had to say and answered any questions and worries I had and responded
Visited October 2024
Review titled White Lodge Medical Practice
Replied on 23 October 2024
Dear Sharon, Thank you for taking the time to share such positive feedback about your first visit to our practice. It is pleasing to hear about your experience with both our reception and clinical teams. I will pass your comments to our Team. Our reception team plays a vital role in ensuring patients feel comfortable from the moment they arrive at our practice, and it is rewarding to know this was your experience. I am equally grateful for your feedback regarding your consultation. It is essential that patients feel properly listened to and could discuss their concerns fully. We believe that taking time to answer questions and address worries is fundamental to providing good quality healthcare. Comments such as yours help us recognise what we are doing well and motivate our entire team to maintain these high standards of care. We look forward to continuing to provide you with this level of service in the future. Yours sincerely, Maciej Karas Practice Manager
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Review titled Rubbish booking system again
Rated 2 stars out of 5
by Steve - Posted on 22 October 2024
So the surgery has changed the system again say it great no more 8 am rush and guess what yet again with the new rubbish system we being told to rush book online at 7:45 am no real difference from before other than it's online so what was the point did the same in 2020 roughly it a better system no it wasn't it was far worse and nothing has changed with the new system in 2024
Visited October 2024
Review titled White Lodge Medical Practice
Replied on 23 October 2024
Dear Steve, Thank you for sharing your feedback regarding our appointment booking system. I appreciate you taking the time to express your concerns, and I would like to clarify some important improvements that have been implemented. I understand your perception that the morning rush remains similar, however, our data shows significant positive changes. Since implementing the new system, the majority of our patients are being seen within 3 days, and routine appointments are consistently available within 10 days. This represents a marked improvement in access to care. A key benefit of the current system is that appointments are now available throughout the day. Whilst you mention logging in at 7:45 am, I want to emphasise that this is not necessary - you can submit appointment requests throughout the day. However, we indicate it is better if you submit it in the morning, as it leaves us more time to offer you appropriate slot. The system has been designed specifically to eliminate the previous 8 am and 2 pm rush periods. I believe it is important to note that the new system enables us to prioritise appointments based on clinical need rather than solely operating on a first-come, first-served basis. This ensures that patients requiring urgent medical attention are seen appropriately, whilst maintaining reasonable wait times for routine matters. This represents a more equitable approach to healthcare delivery. We continuously monitor and evaluate our appointment system to ensure it meets our patients' needs. If you would like to discuss specific concerns about accessing appointments, please do not hesitate to contact our reception team who can guide you through the various booking options available. If you would like to submit specific case where the new system did not work as it supposed to please send it here: https://whitelodgemedicalpractice.nhs.uk/navigator/feedback/ Yours sincerely, Maciej Karas Practice Manager
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Review titled Bad experience
Rated 2 stars out of 5
by Anonymous - Posted on 12 November 2024
Had a problem end of May. Had 3 telephone appointments, one nurses visit, over the counter meds (cost me £22). Swabs & antibiotics .Paid for a private scan. When eventually saw someone face to face got more antibiotics which sorted it out. Took 4 months. These telephone appointments do not replace seeing a doctor in the surgery. Time, money & resources wasted on this occasion. Feel fobbed off by the doctors I spoke to!! Can't even ask a general question without a load of online palaver. Feel very sorry for elderly patients who cannot get to grips with this new system. I absolutely dread trying to deal with this surgery!!
Visited May 2024
White Lodge Medical Practice has not yet replied.
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Review titled One of the best practices in my area
Rated 5 stars out of 5
by Anonymous - Posted on 14 May 2024
From the friendly approachable helpful receptionists and the excellent practice nurse l see to all the GPs in the practice. As an elderly patient l am so pleased l found White Lodge when l relocated to Enfield recently. I was very fortunate that l could register with them!
Visited May 2024
White Lodge Medical Practice has not yet replied.
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Review titled Very disappointed
Rated 1 star out of 5
by Deny - Posted on 27 March 2024
My family and myself have visited a female doctor who was just so rude abrupt and no bed side manner , my grand child of 6 was quiet upset and so were her parents as this female doctor was so so rude and unkind in her manner , my daughter will be taking this further , we are considering seriously of leaving this surgery which is very sad because we have been with white lodge for years , when they were in silver street we never had a problem with appts and rude doctors . Just so sad that it’s come to this ! The receptionist are nice though …
Visited March 2024
White Lodge Medical Practice has not yet replied.
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Review titled So frustrating!
Rated 1 star out of 5
by Denise Deakin - Posted on 20 February 2024
I been with white for 20 years but since they have moved the system has been diabolical. You can’t get through in the phone most of the time even when they say ring back at a certain ! You can’t get appointments urgent or not ! You can’t get through even for test results because they keep stating there closed on the phone until a certain time and when you try again it sates the same message . So how are you supposed to get a new prescription if needed or even tan to your doctor if you’re worried … in occasions I’ve had to revert to paying private which we can’t really afford or telephoning 111 .. I was so excited with this new surgery , but been left bitterly disappointed it’s just been a nightmare since they have moved I’m sorry to say !
Visited February 2024
Review titled White Lodge Medical Practice
Replied on 20 February 2024
Dear Ms Deakin, Thank you for sharing your concerns, and I am sorry to hear about the challenges you faced. I sincerely apologise for any inconvenience caused by the upgrade to digital telephony. I note that since the beginning of 2024, you have attempted to contact us twice, and I want to encourage you to explore our online services to address some of the issues you faced when calling. You can take advantage of online consultations (PATCHS) to discuss your concerns with a healthcare professional. Additionally, our website features forms that allow you to submit questions or requests, providing an alternative way to communicate with us. We understand the importance of timely access to healthcare, and we are actively working to enhance our systems to serve you better. Your feedback is valuable, and we appreciate your patience during this transitional period. If you encounter any difficulties with our online services or have specific concerns, please don't hesitate to let us know. We are committed to improving our services and meeting your healthcare needs. Thank you for your understanding. Yours sincerely, Mr Maciej Karas Practice Manager
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Review titled Amazing service
Rated 5 stars out of 5
by Gillian Wilkinson - Posted on 02 February 2024
Needed a new prescription this week after hospital did not give me enough eye drops Popped into the practice, reception staff so helpful. Prescription sent to my local chemist in no time at all, amazing service thank you.
Visited January 2024
White Lodge Medical Practice has not yet replied.
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Review titled Amazing service
Rated 5 stars out of 5
by Gillian Wilkinson - Posted on 04 February 2024
I popped into the surgery last Monday, as after having an eye op was running out of medication. The girls on reception were just so helpful. Prescription sorted sent to my local chemist. What more can you ask for. Thank you so much
Visited January 2024
Review titled White Lodge Medical Practice
Replied on 20 February 2024
Dear Ms Wilkinson, Thank you for taking the time to share your positive experience with us! We are delighted to hear that our reception team was able to assist you promptly and efficiently. If you have any more feedback or if there is anything else we can do for you, please feel free to contact us. We appreciate your kind words and are here to support you. Wishing you a smooth recovery from your eye operation. Kind regards, Mr Maciej Karas Practice Manager