Archway Medical Centre
652 Holloway Road, London, Greater London, N19 3NUContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Sad demise
Rated 2 stars out of 5
by Anonymous - Posted on 22 September 2024
I’m saddened by how this practice gets worse year after year. I applaud that this was recognised as needing to change. Unfortunately I’m my experience though the changes introduced with the virtually app have not -on the whole -been positive. Yes there are some wonderful, very professional and capable ones but the autocratic triage system is so bad it’s impossible to see a doctor that knows your medical history and you are shunted off to other practitioners who do not, or, in my experience, even read what you have written in seeking the consultation. As I’ve experienced with my last two virtual appointments. Where I experienced unfortunate delays to ongoing treatment because of appointments with individual who did not know my medical history. As for the Amazon-like rating system of appointments, I feel it’s horrendous for qualified healthcare professionals to be rated like products. I find it very hard to engage with this.
Visited September 2024
Archway Medical Centre has not yet replied.
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Review titled A lack of patient care
Rated 1 star out of 5
by Laura - Posted on 28 June 2024
I have found the practice has gone down hill a lot in the past year. Customer care is reduced to raising tickets that provide one line responses and are closed before the query is resolved. After becoming distressed about my the management of my prescription, I asked how I could provide feedback. I was provided with an email address (on ticket number 3) and told it would be passed to management. Almost two weeks on and no one has responded to acknowledged the email, it is very concerning way to treat patients.
Visited June 2024
Archway Medical Centre has not yet replied.
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Review titled Terrible Surgery
Rated 1 star out of 5
by Anonymous - Posted on 21 May 2024
I am soo disappointed with this surgery. They might as well close the reception as it’s not needed. The booking system is terrible, you are put off seeing a doctor there. I could not get an appt to see the doctor. For a chest infection, an insect bite, and other issues. I had to go to my pharmacy who said its best to see a doctor when you try and see a doctor you cannot get an appt, or the clinicians say go to A&E for a non emergency situation. So you have to call 111 who try and get you an appt, but they can’t even get an appt at this surgery. . They try to help by giving you a prescription, but you still need to see the doctor - back to square one!!!! wrong antibiotics, didn’t work , the doctor is no where to be seen. It’s the worst surgery I have ever known especially for the last 3 years, it a nightmare - stay well clear!!
Visited May 2024
Review titled Archway Medical Centre
Replied on 04 June 2024
Dear patient. Thank you for your feedback. I am sorry that aspects of our service provision have caused you to write a complaint. I am sorry that our new modern general practice access model is not suitable for your needs. We have an assessment of need and triage protocol in place to ensure all patient queries are immediately and appropriately addressed. The protocol includes introducing some new digital tools and systems. These tools and system allow patients to access medical services without needing to use our conventional reception team. This then frees up the rection team to assist the digitally challenged who may need extra support to access our services. The assessment of need process ensures that the patients medical issue to addressed by the most appropriate clinician within the multidisciplinary team. This may be a GP. I am sorry of you were told to go into A&E especially because we have ample clinical capacity where a patient can usually get an appointment within 24 hours and regularly on the day. We also have the contractually mandated 111 slots available to be directly booked. We do have plenty of GPs both onsite and remote and if the medical condition presented is triaged such that a GP is needed then a patient is booked with one of our GPs. If you would like to further discuss this matter, please do email us on apct.admin@nhs.net. Kind Regards Mani Raman, complaints manager.
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Review titled Impossible to get an appointment
Rated 1 star out of 5
by Sergei Voitovich - Posted on 26 June 2023
This might be a really good GP practice, but it does not matter since the booking system is less than tedious. It’s just not working. I called exactly at 8am, I was 8th in the queue. At exactly 9am I was still 8th. This is when it hanged up with a message “we are unable to take your call”. I called again, it’s already been 46 minutes. I’m 3rd in a queue. I’m hoping than after spending almost two hours of a working day waiting on a phone I will be able to repeat a prescription. This system is dreadful.
Visited June 2023
Review titled Archway Medical Centre
Replied on 22 January 2024
I am so sorry for your terrible experience with us. I totally agree that what you describe was happening not only to you but to all of our patients and is happening to patients in every GP practice in the country. I see that you posted this in June 2023. Apologies for not replying sooner. Not only do we have an in-house ratings and review process, our patients also regularly review our services on google. We now have a triage and assessment of need process meeting the reasonable needs of patients. We have implemented changes to ensure that all patient who contacts us by attendance at our premises, by telephone, through our online consultation tool or any relevant electronic communication method receive an appropriate response. To assist our new process, Archway Medical Centre now have a large multidisciplinary team (MDT) consisting of GPs, nurses, clinical pharmacists, physicians' associates, mental health clinicians, physiotherapists, dieticians and community pharmacists. We recognised that demand and capacity did not match using the traditional clinical provision model. There are not enough GPs or nurses to go round. However, general practice experiences a wide range of medical conditions ranging from low acuity to high acuity though the majority are low to medium acuity acute conditions. NHSE further recognised that what was needed was to have onsite, a multidisciplinary team and patients should then be triaged to the appropriate clinician to allow the low to medium acuity acute medical problem to be addressed quickly and correctly. The resultant potential loss of continuity of care could be mitigated by implementing enhanced IT systems allowing all clinicians to readily access a patient’s medical records to ensure care was contiguous. Please be assured that the GP partners are still responsible for the overall care of our patients. We introduced a few digital tools to assist us and the patients to adhere to. All our patients are able to access the Virtually platform which facilitates remote consultations, enabling patients to access healthcare services from the comfort of their homes. Please see here for more details …. https://www.youtube.com/watch?v=jGS-Ym3c33g&list=PLRYAKHDipO9CzLoddOyAtQQ7bGWOU1XFt&index=2&pp=gAQBiAQB (2 mins 40 sec) Some patients preferred using Virtually Consult which is a simple tool used as part of the process to ensure that every health or administration need, presented by patients is addressed immediately. Please see here for more details …. https://www.youtube.com/watch?v=q7ejTTgE8xw&list=PLRYAKHDipO9CzLoddOyAtQQ7bGWOU1XFt&index=3&pp=gAQBiAQB (2 mins 50 sec) Assessing a patient's need at 8am in the morning by reception teams is a difficult and frustrating process for both the patients and the reception teams. Our new process and tools have addressed these problems and now our patients are now accessing general practice in a innovative and modern way.
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Review titled Inefficient: reception advised using Virtually
Rated 1 star out of 5
by Anonymous - Posted on 03 June 2023
When I first dialled in to confirm my registration and ask appointment availability, the receptionist kept dithering. She strongly suggested I book a virtual appointment, and that it'll be sooner. I didn't know but this meant *changing* my GP to the Virtually service, and my medical needs ended up not being met. Disappointing.
Visited June 2023
Review titled Archway Medical Centre
Replied on 19 June 2023
Dear Anonymous, We are sorry that you had a negative experience with us. In terms of registering with Virtually Healthcare, if you are an existing patient then your GP practice remains exactly the same. Virtually healthcare provides a fast access service, with same-day GP appointment availability for video, telephone (online), and face-to-face appointments where clinically appropriate. As you have left your review anonymously, I am unable to contact you regarding your experience and discuss this further. Please feel free to contact me at the below contact details, Warm regards, Amanda. 0207-272-0111.
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Review titled Great practice
Rated 5 stars out of 5
by Iveta - Posted on 01 June 2023
Fantastic, I explained my symptoms they looked at my past medical history and advise what’s best steps to take. I recommend to anyone because unlike my previous Gp I felt like I was the doctor they weren’t sure what to give to me and ask me what I thought my symptoms were and that they don’t know either instead to do further research like give me bloods or refer me they just quick to give antibiotics but this Gp are amazing they know their stuff. Thank you best Gp practise I ever used ;)
Visited June 2023
Review titled Archway Medical Centre
Replied on 06 June 2023
Dear Iveta, Thank you so much for your positive review of your experience with one of our GPs. We really appreciate your feedback. Best wishes, Archway Medical Centre.
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Review titled Hip and knee pain review
Rated 5 stars out of 5
by ZIVANAI p - Posted on 01 June 2023
I am having a problem with my hip theirs a pain on it ,so today I got a call from the GP and discussed the issue. What I liked the most was that I got to understand the GP . She told me what to do and how to deal with the situation . Now got some meds and feeling much better.
Visited June 2023
Review titled Archway Medical Centre
Replied on 06 June 2023
Dear P Zivanai, Thank you so much for your positive review. We very much appreciate your feedback. Best wishes, Archway Medical Centre.
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Review titled Service with care
Rated 5 stars out of 5
by Anonymous - Posted on 01 June 2023
I had a positive experience using this service, in fact my appointment was brought forward to the date that l booked the consultation. The appointment was schedule via video. Unfortunately l had technical difficulties and despite this fact the Pharmacist did not abort the consultation and was patient. The Pharmacist was attentive , polite and above all very informative. Thank you
Visited May 2023
Review titled Archway Medical Centre
Replied on 06 June 2023
Thank you so much for your positive review. We really appreciate your feedback. Best wishes, Archway Medical Centre.
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Review titled Good practice
Rated 4 stars out of 5
by Anonymous - Posted on 25 May 2023
The practitioner I spoke to was really kind, reassuring and helpful. The appointment was easy to book, and I managed to see a practitioner the next day .
Visited May 2023
Review titled Archway Medical Centre
Replied on 06 June 2023
Thank you so much for the positive review. Your feedback is very much appreciated. We are glad that our innovative 'instant access to your GP surgery' drive gives our patients an outstanding service. Best wishes, Archway Medical Centre.
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Review titled Disappointed on the first appointment tentative
Rated 1 star out of 5
by Patricia Brabec - Posted on 03 April 2023
I have recently registered in this clinic. I really need a specific consultation to obtain a specific medication prescription. However, the doctor who could assist me is on vacation and the attendant did not bother to at least refer me to another doctor to issue this medication. conclusion: I'm sick, without any date to have a appointment and without my medicine that I would need to take today.
Visited April 2023
Review titled Archway Medical Centre
Replied on 17 April 2023
Dear Patricia, Thank you for taking the time to discuss your issue over the phone this morning with me. I am very glad to hear all was resolved on the day and that you were unsure of how the process worked for requesting medication due to you being a newly registered NHS patient in the UK. For further assistance with any inquiries, please contact the surgery and we will be more than happy to assist. Kind Regards Rachel Browne Practice Manager