Portland Road Practice
16 Portland Road, London, Greater London, W11 4LAContact details and opening times
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Reviews
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Review titled No care
Rated 1 star out of 5
by Anonymous - Posted on 26 August 2024
The first bad experience, they said I couldn’t see a doctor in person so I was only able to get a telephone appointment which I had to book 2 weeks in advance. It wasn't a set time but anytime during the Saturday. They rung me first thing and my phone was in the other room so I ran to get it but missed it. I tried to call back but said the surgery is closed on Saturdays so I waited for the second phone call. They are meant to try you twice but they never did so I had to rebook the appointment again for 2 weeks later! I ended up having a blood test with regards to this which showed I had low thyroid function. They said it was best to wait and see again in 6 months time but I’ve had no follow up at all. Secondly, I’m now currently pregnant and had some hospital results indicating a potential kidney issue. I called up to ask if I could discuss with the GP and was denied by the reception stating that it’s nothing to do with them and to speak to the hospital. Seemed strange that I wasn’t even able to speak to the GP regarding this. Lastly, as it’s my first baby the hospital advised I needed to book my 25 week appointment with the GP and sent a letter to them stating this. I called up around 6 weeks in advance and was advised it was too early to book an appointment and to call back in a couple of weeks. I called back in a couple of weeks and they said it was still too early, then I popped in the next week in person and they said the same. The next week I then tried to book via the online system and the response from reception was that only a 25 week scan was needed for a first baby and then closed my request without allowing me to respond saying it was! So I called up and again too early!! It then got to the week before (and still hadn’t heard from any gp) so again went in person into the surgery where they advised me that all appointments were booked up and no space to see anyone! They couldn’t book me for the following week as it was too early - I mean it was infuriating and absolutely ridiculous!! I would 100% not recommend this practice to anyone
Visited July 2024
Review titled Portland Road Practice
Replied on 27 August 2024
Dear Patient, Thank you for your feedback. I am sorry to hear that you have had a bad experience, but I'd also like to clarify if possible, that you have submitted this to the correct practice, as we are not open on Saturdays and therefore would not have been able to arrange a call with a GP for the weekend? We also have weekly dedicated baby clinics, these are every Thursday morning and are specifically for ante/post natal appointments for mother's and babies. If you had called for an antenatal appointment, you should have been offered one of these appointments. Again, if this wasn't communicated to you I apologize, please could you email me at: wlccg.surgery.portlandroad@nhs.net and I will look into this further for you? Best wishes, Jessica Teh Assistant Manager.
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Review titled Contact by email? no email, links broken
Rated 3 stars out of 5
by Anonymous - Posted on 05 December 2023
Today received text that surgery will Not accept phone prescriptions. Ok. But how is the surgery addressing the needs of those unable or uncomfortable using online services? Contact links on your website broken; Patient Participation Group page is about joining - why need demographic info ? - but no way to raise issues with the PPG.
Visited December 2023
Review titled Portland Road Practice
Replied on 14 December 2023
Dear Patient, Thank you for your feedback. The decision to revert back to not taking prescriptions over the phone is an initiative to cut down on the waiting times for patients. Pre-covid we did not accept requests via the phone; we started to do this during the pandemic to reduce traffic in the surgery however, 20% of our incoming calls are now simply for prescription requests and with an average wait time of between 5-10 minutes this is not feasible. With so many different means of ordering we have made the decision to revert back to not doing this over the phone. We of course make exceptions for the elderly/vulnerable patients, who would have difficulty ordering online, as we always have. We have had a look at the practice website and agree the contact us page could be clearer so we have taken steps to improve this for our patients. Many thanks, Jessica Teh Assistant Manager.
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Review titled Appointment cancelled 4 times
Rated 1 star out of 5
by Francesco Savino - Posted on 13 October 2023
I received a text message from the surgery telling me I need to book a health screening. I have been trying for two months now to do so without success. I book the appointment weeks in advance and then a day or two before the surgery texts me to say they've had to cancel the appointment. This has happened now 4 times. I'm at the point now where I'm considering paying a private provider for a health screening. A very sad reflection of the state of the NHS.
Visited October 2023
Review titled Portland Road Practice
Replied on 16 October 2023
Dear Mr Savino We apologise for the need to cancel your appointment and we understand how frustrating this is. We only cancel shifts when staff are unable to deliver them due to sickness and unfortunately Covid has had an impact on our staff over the past month or so and we do not have the budget to employ temporary staff. I can see that your appointment has been rebooked for the !8/10. Once again please accept our apologies.
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Review titled Worst practice
Rated 1 star out of 5
by sarah archer - Posted on 25 July 2023
I wouldn't recommend this surgery to anyone, it's the worst doctors surgery I've ever been with , wait all day for a callback from a doctor that doesn't call back staff are rude and it's not very clean either
Visited July 2023
Review titled Portland Road Practice
Replied on 01 August 2023
Dear Ms Archer. We have reviewed your comments in relation to the care we are providing to you and we do not believe your comments are a true reflection of the care you are receiving on a frequent basis. We aim to provide a good standard of care to all our patients but if you feel that our service does not meet your needs then you are at liberty to register with another local practice.
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Review titled Rude unprofessional receptionist
Rated 1 star out of 5
by Anonymous - Posted on 20 March 2023
The receptionist this morning shouted at me and hung up after I asked her to send my blood test results to me by email so that I could pass them onto my consultant (as had been done a week before with a previous set of results). She told me she was the line manager, I had to come in in person and her say was final. I then said that I had another question (I needed to ask to see a GP to discuss one of the results which indicated that I had stage 2 kidney disease) but before I could even ask she hung up (wrongly assuming I was going to challenge her on the email issue). This was extremely upsetting and unprofessional. I had to call again, by which stage I was caller number 10 in the line. I am a working mum struggling to keep all the balls in the air. Her rudenesss and lack of compassion was quite astounding. Given you need to speak to reception anytime you need ta GP I would not recommend this practice and am myself considering moving myself and my family to another local GP practice.
Visited March 2023
Review titled Portland Road Practice
Replied on 21 March 2023
Dear Patient, I have listened to this phone call which was answered at 08:00.23 on the morning of the 20th March 2023, our phone lines open at 08:00am. We do ask our patients to call for results in the afternoon and not at the most busiest time of the day when patients are calling for an urgent appointment. The member of staff was correct in saying that proper ID should be asked for if information is to be emailed and she assured you that it would be emailed that same day once ID was confirmed. If a member of staff had not followed the correct procedure in the past then I apologize as data security is very important. I can see that you do not have online access to your medical record and it would be advisable to set this up as then you will be able to view and download your own results and email them to your consultant instead of calling reception. I apologise that the member of staff terminated the call but voices were raised and you were insistent that the email happened immediately and on a busy Monday morning this was just not possible. We do try to help our patients as much as possible and I am sorry that you we did not meet your expectations on this occasion. Kind regards Yvonne Fraser Practice Manager
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Review titled Wonderful practice
Rated 5 stars out of 5
by Sarah A - Posted on 24 March 2023
The staff are absolutely great. The receptionists are always willing to help with your queries in the most affectionate manner. The doctors are kind, and always willing to call back in a timely manner and arrange appointments for you, to make sure your health is looked after. Definitely one of the best practices. They have so many services that they offer under one roof, rather than being sent to several different hospitals etc, for general tests etc. I am so grateful to be a patient there!
Visited March 2023
Portland Road Practice has not yet replied.
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Review titled Poor service
Rated 2 stars out of 5
by Anonymous - Posted on 07 February 2023
It is almost impossible to speak to the same Dr twice or get an appointment to actually see a doctor. There seems to be no co-ordination and I was forced to call 111 for a prescription
Visited February 2023
Review titled Portland Road Practice
Replied on 08 February 2023
Dear Patient I am sorry you are having a problem accessing our services. Do you have online access? This is a useful tool to book appointments, order prescriptions and also send a question to a GP. If you call for a urgent appointment then doctor choice is not available but if you book in advance then you can make an appointment with a doctor of choice. I hope this additional information helps. Thank you The Portland Road Practive
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Review titled Exemplary Great Practice
Rated 5 stars out of 5
by Mrs. Eugenia A. Sikdar - Posted on 15 February 2023
I was attended to within 10 minutes of my arrival. The receptionists are friendly. The Practice is very clean.
Visited February 2023
Portland Road Practice has not yet replied.
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Review titled Best Practice
Rated 5 stars out of 5
by Hanna Hodgkinson - Posted on 08 March 2023
This is best practice one can hope for. Excellent GP, all staff kind and helpful. Really do listen, work hard to help medically and in any way necessary including forms to fill up. I really cannot tell enough of how they are always prepared to listen and provide the exact help required. Thank you!
Visited February 2023
Review titled Portland Road Practice
Replied on 09 March 2023
Thank you so much for your positive review, we really appreciate it. Whilst we value any type of feedback as it makes us consider how we provide our services, a good review is always uplifting!
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Review titled Outstanding Practice
Rated 5 stars out of 5
by zoe gregory - Posted on 07 March 2023
Fantastic GP practice I feel lucky to be a patient here, reception staff are very helpful and courteous and the medical staff. GPS & nurses are excellent providers of primary care. The GPS go above and beyond to provide consistent outstanding care. I have been a patient here over 30 years and have huge gratitude for the care that has been provided. In these times when GPS services are stretched to the limit the Portland Road practice still manages to provide patients with fantastic care. Thank you to the whole team at Portland Road Practice
Visited December 2022
Review titled Portland Road Practice
Replied on 09 March 2023
Thank you so much for your positive review, we really appreciate it. Whilst we value any type of feedback as it makes us consider how we provide our services, a good review is always uplifting!