The Broadway Surgery
3 Broadway Gardens, Monkhams Avenue, Woodford Green, Essex, IG8 0HFContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Nurse appointment
Rated 3 stars out of 5
by Anonymous - Posted on 27 September 2023
Reception staff polite and efficient, despite obvious heavy workload. Nurse very helpful when discussing vaccinations. During long "hold" when phoning, kept getting message to "press zero", with no explanation on what this option was for.
Visited September 2023
Review titled The Broadway Surgery
Replied on 14 December 2023
Thank you for your positive comments. I will pass onto Nurse and staff. I do apologise for the telephony problem it is now awaiting our providers reply. Regards, Practice Manager
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Review titled Brilliant practice
Rated 5 stars out of 5
by Kelly Rumsey - Posted on 10 October 2023
Caring, helpful and considerate surgery. The gp listens fully and examined me fully. All the reception staff are understanding and helpful.
Visited September 2023
Review titled The Broadway Surgery
Replied on 31 October 2023
Thank you very much for your kind words and uplifting comments. I have passed this onto all staff, as good feedback is very helpful for staff morale.
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Review titled Front Line & Practice
Rated 3 stars out of 5
by Julieta Dourado - Posted on 17 November 2023
Front Line/ Reception Desk Permanently busy / do not seem to be able to answer the calls promptly. It takes too very long to get a reply from the phone call made. But then you may be told that all the appointments are booked. There is a chance you may get an appointment for a tel interview with the doctor, very rarely you get to see a doctor face to face
Visited August 2023
Review titled The Broadway Surgery
Replied on 14 December 2023
Thank you for your comment we do not feedback to learn from. We have data to state that on average during a busy period ie 0800-0900 we receive up to 80-100 calls per hour, with 4 reception members answering the telephone as well as servicing patients at the front desk it is very difficult to answer within the national expectation of 6 rings. We have many avenues of booking appointments ie.: eConsult via our website, online booking and prebooking up to 4 weeks in advance. Our face to face appointment numbers are the same as pre covid we do have twice the amount of telephone bookings in addition to that which also have the availability to have a face to face booking behind each telephone triage call made. I hope this helps for the future. Regards, Practice Manager
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Review titled Poor … no very poor
Rated 1 star out of 5
by Anonymous - Posted on 22 May 2023
Can not get appointments … only interested in telephone appointments which are limited & would rather patients wait for hours at A&E … what is alternative ? Why has it become so bad ? Why no male doctor? Why do you feel like you are an inconvenience - they are missing what their role is
Visited May 2023
Review titled The Broadway Surgery
Replied on 31 October 2023
I am very sorry you have had this experience. We do however see as many face to face patients as we always did pre covid. We have extended our telephone consultations in order to service more patients. Please contact the practice manager if you need to discuss anything further.
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Review titled Disappointed
Rated 1 star out of 5
by Anonymous - Posted on 11 May 2023
Really unhelpful reception staff who are very unprofessional and not suited to this type of job. The one I dealt with had a total lack of common sense, compassion and judgment. Can never get to see a doctor and takes hours to get through on telephone. This practice has completely gone downhill over the last couple of years. Shame, as it used to be run really well.
Visited May 2023
Review titled The Broadway Surgery
Replied on 22 May 2023
Dear Patient, Thank you for your review I am sorry you have been so unhappy. We are going through a training programme at prsent for staff due to poor reviews and we are trying to improve the relationships with patients. Regards,
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Review titled Pretty average
Rated 3 stars out of 5
by Anonymous - Posted on 11 May 2023
The phone service is appalling and the online website doesn't work not sure what has happened to their website previously used e-consult which was a good alternative to phoning up at 8am. Not sure of eth name but one of the receptionists is awful poor people skills and very abrupt.
Visited May 2023
Review titled The Broadway Surgery
Replied on 22 May 2023
Dear Patient, Thank you for your review.We are addressing our new telephony service with the provider due to patient concerns. We have purchased a new website, and this has proved difficult to engagae all the information we would like to be on there Econsults will be a part of the new website. We are also addressing reception with a training programme taking place now for four weeks. I hope we can improve for all patients. Regards,
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Review titled Impossible
Rated 1 star out of 5
by Amy - Posted on 19 May 2023
Been a patient at this practice since about 2007 and watched it decline over the years. It’s impossible to get an appointment or to even get through on the phone to request an appointment. Once you do finally get through to reception you are greeted with abruptness and barely given a chance to speak before being told to call a hub or 111 who may or may not help because it’s nothing to do with the practice. I feel the surgery needs to look at its appointment policy and as for the uncaring attitude of reception when you are unwell is quite frankly unacceptable. Will most definitely be changing to another doctors surgery.
Visited May 2023
Review titled The Broadway Surgery
Replied on 22 May 2023
Good morning Amy I am sorry to hear this. We are at prsent discussing our new tlephony system with the provider to attempt an improvement. Our staff are undergoing renewed training programme during June and we are hopeful for an increase in our reviews reagrding staff. Regards,
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Review titled Repeat Prescriptions, What are those ?
Rated 2 stars out of 5
by Linda - Posted on 02 March 2023
The handling of repeat prescriptions is less than prompt and reliable. Not speedy, inaccurate (items omitted at random),and attempts made to be sent, unrequested, to a local chemist .
Visited March 2023
Review titled The Broadway Surgery
Replied on 10 April 2023
Dear Linda I am sorry you are unhappy with this part of our service if you wish to discuss further please contact me at the surgery to organise. Regards practice manager
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Review titled Terrible practice
Rated 1 star out of 5
by Anonymous - Posted on 22 February 2023
Poor service time and again Permanent GPs are average. Locum doctors better. Reception staff - a couple helpful. 1 reception lady obstructive and rather unsuited to a ‘people’ role. We will be changing GPS due to lack of care. Impossible to request an appointment. Phone lines always busy and no appointments - cannot book non urgent at all ! A real pity as a lovely area and so much opportunity to be a great practice that is it clearly not.
Visited February 2023
Review titled The Broadway Surgery
Replied on 28 February 2023
Thank you for your feedback I am sorry you have not had a good experience. We welcome the opportunity to discover why patients are upset or disappointed so that we can improve our delivery. If you wish to discuss anything please let me know. Practice manager
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Review titled Pointless Texts
Rated 3 stars out of 5
by Anonymous - Posted on 04 November 2023
No point sending a text for blood pressure readings if unable to do on day that is suitable and when opening the text 2 days later to start I was notified day 3 out of 4 so only able to give 2 days reading
Visited February 2023
Review titled The Broadway Surgery
Replied on 14 December 2023
Thank you for letting us know that we will make a note of this when asking patient to do BP at home. I hope you have managed to uplift your BP to us or would you prefer to come in? Regards, Practice manager