Pimlico Health At The Marven Surgery
46-50 Lupus Street, Westminster, London, Greater London, SW1V 3EBContact details and opening times
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about Pimlico Health At The Marven Surgery.
Reviews
-
Review titled Unacceptable behaviour by receptionist
Rated 1 star out of 5
by MISS D GRECU - Posted on 13 August 2024
I am writing to express my deep frustration and dissatisfaction with the service I received from one of your receptionists during a phone call earlier today. Two weeks ago, I had an ultrasound at your clinic, and I have been trying to find out where I have been referred to for follow-up. For the past two hours, I have been repeatedly calling different numbers that I was given, but each time I was either transferred or directed to another number without any resolution. Today, when I called your clinic, I spoke with a receptionist. I found her behavior to be extremely rude and unprofessional. Not only did she fail to provide any assistance, but she also raised her voice at me, which left me feeling frustrated and disrespected. As a patient, I expected a basic level of courtesy and support, which was completely lacking in this interaction. I understand that staff can be busy, but the behavior I encountered was unacceptable. I kindly request that you investigate this matter and take appropriate action to ensure that no other patient has to experience such a distressing situation in the future. Thank you for your attention to this serious matter. I look forward to your response and hope for a resolution to my concerns as soon as possible.
Visited August 2024
Review titled Pimlico Health At The Marven Surgery
Replied on 21 August 2024
Thank you for your email and for sharing your concerns with us. We take all feedback seriously and appreciate you bringing this matter to our attention. I have responded to your complaint in full directly via email. Kind regards, Abir Laddour Assistant Practice Manager Pimlico Health @ The Marven
-
Review titled Terrible service at reception
Rated 2 stars out of 5
by Quentin - Posted on 27 June 2024
I had my blood tests taken. The center that did my blood tests said that the DR will call me if they find anything wrong. A couple of days later I received the results in the NHS app which showed abnormalities, they then called me to book an appointment for the following day. The next day I got there as per my booking just to be told that I am no longer on their books, and that there is no appointment anymore. I had to travel two hours after a sleepless night worrying about my results, only to be sent away with no help whatsoever. The lady at the reception was rude and made it seem like it was my mistake, no one took any responsibility for booking a false appointment or contact me about changes. My test results are also no longer available in the NHS app. Very unprofessional for leaving a patient worried about their health.
Visited June 2024
Review titled Pimlico Health At The Marven Surgery
Replied on 17 July 2024
Dear Quentin, Thank you for bringing this matter to our attention. We deeply regret the distress and inconvenience you experienced due to the issues you faced during your recent visit. Firstly, we sincerely apologise for the miscommunication regarding your appointment and the unprofessional behaviour you encountered at reception. We understand how concerning it must have been to see abnormalities in your test results and not receive the necessary follow-up care. We are taking your feedback very seriously and will investigate the matter thoroughly to understand where things went wrong. We will also address the behaviour of the reception staff to ensure that all patients are treated with respect and empathy. To assist us in resolving this matter, could you please send an email for the attention of Abir to: Pimlico.marven@nhs.net with your full name and date of birth. This information will help us to investigate and ensure that similar issues do not occur in the future. A member of our team will be in touch with you once we conclude our investigations. Thank you for your patience and understanding. Kind regards, Abir Laddour Assistant Practice Manager
-
Review titled No water available for patients
Rated 3 stars out of 5
by Anonymous - Posted on 01 February 2024
I needed to drink water before my ultrasound appointment but there's no free water available at the surgery I was told to buy from the pharmacy next door. A free water fountain should be made available for patients
Visited February 2024
Pimlico Health At The Marven Surgery has not yet replied.
-
Review titled Appalling tone from receptionist
Rated 4 stars out of 5
by Anonymous - Posted on 17 January 2024
I have now had the misfortune of speaking to a (I believe, new) receptionist at this practice who clearly doesn't know how to talk to people, especially in a medical context. They leave long gaps of silence before replying in which you're not sure if they've heard you or the line has been cut off before speaking in a bored, monotone voice and being exceptionally unhelpful. It almost feels like they've been put on the phone to make people never want to call again. I've always had great experiences calling this practice with helpful and kind receptionists, so I'm not sure who this is or why they've been hired but it was a very unpleasant experience and I've now twice hung up without a solution to my questions.
Visited January 2024
Pimlico Health At The Marven Surgery has not yet replied.
-
Review titled Excellent on All Counts
Rated 5 stars out of 5
by TONY SALTER - Posted on 13 December 2023
Be it a blood test, a telephone appointment or a visit to the surgery - I have always found this practice to be efficient, kind and helpful at every level. Today I was seen early, treated efficiently and courteously. A future visit was arranged speedily with reception and a confirmation text received in seconds. It is sad to see negative comments on this site - I have been with it in various locations for 12 years and have never had a bad experience. I and my family owe the practice a great deal. Thank you!
Visited December 2023
Review titled Pimlico Health At The Marven Surgery
Replied on 19 January 2024
Dear Tony, Thank you so much for your feedback. We work exceptionally hard to ensure we provide the highest standard of care, we are really pleased to hear your positive feedback. Many thanks, Eleanor Bonas (Practice Manager)
-
Review titled Prompt and helpful in so many ways
Rated 5 stars out of 5
by Patricia Leggat - Posted on 04 September 2023
My mum is elderly and has complex medical needs - have found the Marven to be very efficient, always getting back to me, prompt gp referrals and very considered care. We used to use another local surgery and they weren’t anything like as well organised.
Visited September 2023
Review titled Pimlico Health At The Marven Surgery
Replied on 14 September 2023
Dear Patricia Thank you so much for your feedback. We work exceptionally hard to ensure we provide the highest standard of care, we are really pleased to hear your positive feedback. Naz Thurai, Practice Manager
-
Review titled Phone reception nonexistent
Rated 1 star out of 5
by Anonymous - Posted on 01 June 2023
I’m writing this review while still waiting on the line to ask after blood test results. It has now been 41 minutes, after being told by the automated system that I was second in line about 30 minutes ago. I was told to expect the test results last week, so they’re already late, but now I have no way to follow up. I’m not sure whether reception ignores calls for over a half hour or if this line leads to nowhere, but this is ridiculous.
Visited June 2023
Review titled Pimlico Health At The Marven Surgery
Replied on 05 June 2023
Dear Patient, Thank you for your feedback. My name is Naz Thurai, practice manager at Pimlico Heath at The Marven. I am sorry to hear you have waited 41 minutes after being told you are second in the waiting line. I can assure you our reception staff are working hard to answer all calls. I am aware we were quite short staff on Thursdays due to sickness and annual leave and this may have caused a delay in answering your call. However our calls are monitored and recorded; if you can kindly contact us via email I would be more than happy to investigate the delay and contact you via telephone to discuss further. Naz Thurai, Practice Manager pimlico.marven@nhs.net
-
Review titled Disorganised and negligent
Rated 1 star out of 5
by Andreas Kyriakos - Posted on 16 February 2023
A private GP diagnosed me with an infection and referred me to my NHS GP for an in-person exam and test. The NHS website clearly says my symptoms merit an urgent GP appointment. Pimlico Health refused me a face-to-face appointment and assigned a telephone appointment with a GP who only works remotely, despite my insistence on an in person examination. Reception at the clinic then refused to book me an appointment the next day, while my infection is getting worse. They also refused to take responsibility for the error. Patients should not have to suffer poor health outcomes due to the mistakes of clinic administrators - appalling lack of care and responsibility.
Visited January 2023
Review titled Pimlico Health At The Marven Surgery
Replied on 05 June 2023
Dear Mr Kyriakos Thank you for your feedback. Please accept my apologies as the service you have received was not to our usual standard. I am sorry you were refused a face to face appointment following your telephone appointment with the GP. I can assure you all our reception and call handling team are trained to appropriately triage and signpost telephone calls. I would be more than happy to further discuss your concerns in person or via telephone, please contact us on pimlico.marven@nhs.net to arrange. Kind regards, Naz Thurai, Practice Manager Pimlico health at The Marven
-
Review titled Great practice
Rated 5 stars out of 5
by Georgina Ellery - Posted on 18 October 2022
I had to write this email just to praise all the staff at the clinic. I'm 65 still menopausal bad memory ....and sometimes I just get in a muddle when my inhalers run out (and tablets at times). I wrote you an email last night to get a prescription for my inhalers which were needed and they were at Simmonds today !. Also I have rung in twice for emergency Dr phone calls and both drs got straight back to me and were marvellous . I have friends who constantly moaning about their GPs practice . Thank you all for your hard work and coming to my assistance when needed efficiently and with politeness and friendliness.
Visited October 2022
Review titled Pimlico Health At The Marven Surgery
Replied on 29 November 2022
Dear Georgina, Thank you so much for your feedback. We work exceptionally hard to ensure we provide the highest standard of care, we are really pleased to hear your positive feedback.