Langstone Way Surgery
28 Langstone Way, Mill Hill, London, Greater London, NW7 1GRContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled What a horrible place it has become.
Rated 5 stars out of 5
by Anonymous - Posted on 05 August 2024
Used to be really good but since Covid they don't take appointment at front desk anymore and don't do advance appointment either. Have to make appointment online on the day only at 8am and 1pm. Tried it but getting no where. How are anyone supposed to get an appointment? How can we complaint about this.
Visited August 2024
Review titled Langstone Way Surgery
Replied on 16 August 2024
Thank you for your comments. We no longer make appointments at the reception desk, but instead only via on-line or telephone requests, so as to be fair to all patients, some of whom find it difficult to come in in person. With an increased volume of patient requests, increased list size, but reduced funding to GP services and hence fewer staff than we were able to have in past years, time is now having to be used more efficiently to help as many people as we can with reduced resources in the same amount of time. Hence we now use telephone triage to prioritise those with the most urgent problems and to be able to deal with simple problems more quickly. We also no longer book appointments in advance as more than a quarter of these were being wasted due to non-attendance and failure to cancel, so that they could be utilised by other patients. You can complain to the surgery in person at the surgery and fill out a complaint form or you can access one via our website and email this to us. We are however doing all we can with the resources we have to help as many people as we are able in the time available.
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Review titled Good GPs
Rated 3 stars out of 5
by Anonymous - Posted on 29 August 2024
Unfortunately very poor service Horrible trying to get an appointment. Appointments via the online portal have questions with no appropriate choice of answer in the presented choices.
Visited July 2024
Review titled Langstone Way Surgery
Replied on 04 September 2024
Thank you for your review. We are aware that booking an appointment can be difficult at present. Demand is high and appointments are all filled quickly. We are sorry that you find the on-line system problematic. We switched from the old system some time ago as there were too many repetitive questions to be answered and this one was simpler and less onerous to complete. Most patients seem to like it.
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Review titled Excellent care and empathy from GP partners
Rated 5 stars out of 5
by Anonymous - Posted on 13 August 2024
I can't thank you enough for all the care and support you have provided me with my mental health. My encounter has been positive and helpful and hoping to recover
Visited July 2024
Review titled Langstone Way Surgery
Replied on 16 August 2024
Thank you for taking the time to leave this review! We are pleased to have been of assistance and wish you a speedy recovery.
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Review titled Got an appointment!
Rated 3 stars out of 5
by Anonymous - Posted on 13 August 2024
On this rare occasion I managed to get an appointment to see a doctor and it was 8.15 in the morning when I did it online which was a wonder. I put it down to holiday time. I was satisfied with a referral for a test and possible future hospital appointment. I also was seen very quickly with barely five minute wait so impressive
Visited July 2024
Review titled Langstone Way Surgery
Replied on 16 August 2024
Thank you for your kind comments! We are pleased that you were happy with your appointment and hope that your issue will be satisfactorily dealt with at the hospital.
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Review titled Not caring
Rated 1 star out of 5
by Zohreh - Posted on 28 August 2024
I have had a surgery and was looking for some support from my doctor but they were not helpful my wound was open and I asked to refer me to specialist as an urgent matter doctor said she has done it I checked with nurse week after to confirm they have referred me and she said yes 2 weeks later I called GP and find out they have not sent the letter. Now over 6 weeks and I my wound got worse still haven't received any support from my GP.
Visited July 2024
Review titled Langstone Way Surgery
Replied on 28 August 2024
Dear Zohreh, Having read your review, I checked on this with our secretary who tells me that the referral was indeed sent after a short delay in communication between the locum and our clinical team, but that the referral was rejected by the relevant hospital department who advised instead that you attend the walk-in clinic for a dressing change and review by the Tissue Viability Nurse there. This information was sent to you via text. Unfortunately GP surgeries are not equipped to provide this type of service. Please do follow the advice given and attend the walk-in centre. Thank you.
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Review titled Great Practice
Rated 5 stars out of 5
by Anonymous - Posted on 09 July 2024
My ultrasound result was showing some abnormalities. I was quickly referred to hospital and booked an urgent appointment. I am very satisfied with their follow up.
Visited July 2024
Review titled Langstone Way Surgery
Replied on 31 July 2024
Thank you for your positive review. We are very pleased that this matter was dealt with to your satisfaction.
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Review titled Caring GPs with on the day appointments
Rated 5 stars out of 5
by Anonymous - Posted on 17 August 2024
It is possible to get on the day appointments if you are quick and computer savvy. The appointments go quickly. The person ( whether GP or other practitioner) usually calls on the phone. In person appointments are not usual. Last month I wanted to see my GP but was seen by an associate GPand was then called later by my GP. Last week I needed a follow up and wanted to see my GP but was seen by a nurse practitioner. It takes longer to have to relocate my medical history when I see new people than if I saw my own GP. That could be a useful improvement.
Visited July 2024
Review titled Langstone Way Surgery
Replied on 22 August 2024
Thank you for taking the time to write a review for us. We take your point about seeing someone different at each appointment, but to be fair, the doctors themselves acknowledge that they see so many patients that they do not usually remember each person's medical issues and also have to read the notes each time they see someone to remind them of what that particular patient's probems are, so it would be unlikely that seeing your GP each time you cam to the surgery would speed up or improve your experience of the appointment. Secondly, because we have less GP availability than in past years, we are now having to use the GP's time more efficiently and make sure that anything that can be dealt with by another member of the team is dealt with that way, so that the doctors can concentrate on the issues that can only be resolved by a doctor. I hope this goes some way towards explaining why working practices have had to change over time. Thank you once more for your comments.
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Review titled Worst GP
Rated 1 star out of 5
by Anonymous - Posted on 25 June 2024
After calling at 8 am for many days it is impossible to get an appointment and you cannot book for the next day or week, which means you won't receive an appointment until weeks later. even calling at 1pm seems impossible. Referrals are highly unlikely as you need to wait for an appointment. you cannot go to the GP practice for an appointment either and the online system is always "unavailable" after 8am
Visited June 2024
Review titled Langstone Way Surgery
Replied on 25 June 2024
I am sorry that you are experiencing difficulties booking an appointment. We are aware that the volume of requests being received currently exceeds the capacity of appointments available. Demand for appointments has been increasing for some years now, hence why we introduced a telephone triage approach to appointment requests. This does at least enable us to prioritise those with the most urgent problems and we do find that even if you are not successful at booking an appointment at the first attempt, most requests are met within a few days of trying. It is best to try to book on-line, as then, you will not need to repeat the reason for your request; instead, if you are asked to try again, simply refer us to your original request. On-line booking is however very popular and that is why the system closes so quickly after opening each morning at 8.00 AM. Within minutes of it opening, we have already received more appointments than are available to book using the on-line system. You can also try to book by phone, but you need to ring at 8.00 AM promptly, as appointments available to be booked this way fill up very rapidly as well. If you get a place in the call queue that is lower than the top three, you will not need to wait on the phone in person however. You can instead opt to use the call-back option, which will allow you to put the phone down but retain your place in the queue and call you back automatically once your call nears the front of the queue. We no longer allow appointments to be booked in person at the desk to see doctors, physician associates or our advanced care practitioner in order to give all patients an equal chance of booking an appointment. We no longer book appointments for these clinicians in advance as we found that this led to wastage with patients not attending due to no longer needing the appointment but having failed to cancel it or not turning up because they had forgotten about it. If appointments are bookable only for the same day, there is less chance of it being forgotten and going to waste. You can still book some things in person at the desk in advance, such as child immunisations, routine chronic condition reviews and cervical smear tests. We continue to monitor how appointments are managed at the surgery to see if we can improve this at all, but the current system seems the best we can do at the moment. We are open to suggestions for further improvement, but all appointments are filled every day including all our duty doctor slots. We open until 8.00 PM on Tuesdays and also offer out of hours appointments after 6.30 pm and at weekends also at the local hub surgeries which can be booked in advance by phone only. A recent report supplied to the CQC confirmed that we are offering a reasonable number of appointments both in number and variety. The fact is that there is simply more demand than capacity to meet that demand at present and this is true, not just for this surgery, but the NHS in general at the moment.
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Review titled No good
Rated 1 star out of 5
by Peter Smith - Posted on 30 June 2024
Receptionist very rude has no respect for clients and phone and put on hold for over hour and kept on phone and went to surgery two person on reception no body waiting phone still ringing and they don’t answer the call will find a new practice
Visited June 2024
Review titled Langstone Way Surgery
Replied on 31 July 2024
Dear Mr Smith, Having checked our phone records back to the 1st April 2024 to 31st July, I cannot find any record of any calls from you. If you were phoning from another number than that listed in your records, we will be happy to investigate the call you mention and why you were on hold for so long. It could be that you had selected an unmanned extension and your call was not waiting in the Reception queue. I am sorry if you found the receptionists rude or disrespectful. I hope you have a better experience at your new surgery.
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Review titled Langstone Way needs surgery !! There is no help available
Rated 1 star out of 5
by Anonymous - Posted on 10 May 2024
I am currently on hold on the phone system for the Secretary after pressing option 1. I am Number 1 in the queue since the start of call but have been on hold for over 55 mins today. I tried on Wednesday but had to give up after 30 mins again at position 1. I don't believe anyone is actually working there on the end of the phones. I am trying to get my right to choose referral processed but despite already sending an email with all the information i had a reply that i needed to book a doctors appointment. The online booking system hasnt allocated me an appointment and everyone refuses to help when i call the main reception asking for help. This is beyond a joke and i don't think anyone in the team actually care about this.
Visited May 2024
Review titled Langstone Way Surgery
Replied on 10 May 2024
Dear Patient, I apologise for the unanswered call to our secretary. She is working from home this week and should have arranged for her calls to be diverted to her location. I will ask her to arrange this. If you have been advised to book an appointment with a clinician, you will need to do this in the usual way. Your options are to submit a request via AccuRx our on-line booking system which you can access via our website, alternatively you can ring Reception, but you will need to call as close to 8.00 AM or 1.00 PM as you can as appointments are in very high demand and are quickly booked up. All our clinician appointments are for the same day to avoid appointments being wasted, so if you are not successful, you will need to try again the next day. However, if you submit your request via the on-line system, you will not need to repeat the information submitted again, just refer to your initial request. We find that most patients are given an appointment within a few days of trying. I assure you that we care very much, but we have many more patients wanting appointments than we have appointments available to give, so competition for them is high. Please persevere and you will be successful. We are doing our best to help as many patients as we can every day and try to be as fair as possible to everyone who needs assistance.