The Penrhyn Surgery
2A Penrhyn Avenue, Walthamstow, London, Greater London, E17 5DBContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Text only service
Rated 2 stars out of 5
by Anonymous - Posted on 20 February 2023
This surgery operates a text only communication policy with patients. I have not had, or been invited to, a face to face appointment for more than 2 years. They just today sent me 2 text messages telling me they are referring me to weight management services. They tld me to reply "no" to opt out but they always send no reply texts. Plus, they don't even know how much I weigh as they haven't seen me in ages. In fact I have lost nearly a stone (5kg) since they last weighed me. The calculator for establishing if you are overweight (Devine 1974 formula) is outdated as people are all bigger now anyway. I admit I am overweight but not by that much. In fact the NHS BMI calculator advises me to lose just 3.8kg. There must be a lot more people who far are more in need of weight control assistance, especially when I see the size of some people in Waltamstow. I tried to call the surgery but was told the queue for calls was full and to call back. I notice Penrhyn surgery never respond to these comments/reviews so not sure they have any point but at least we can air our grievances somewhere.
Visited February 2023
Review titled The Penrhyn Surgery
Replied on 16 November 2023
Dear patient, First, please accept my sincere apology for the late reply. I apologise on behalf of Penrhyn Surgery that you have not had a face-to-face appointment; I can assure you that Penrhyn Surgery offers a face-to-face appointment. Because you have posted anonymously, I cannot respond to the specifics of your complaint. However, I am happy for you to contact me directly to discuss things further. Once again, please accept my sincere apology for the late reply. Yours Sincerely Chhaya Thakore Practice Manger
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Review titled Rude staff
Rated 1 star out of 5
by Anonymous - Posted on 01 March 2023
Definitely one of the rudest GP practices I have registered with. The receptionist was incredibly rude and asked me inappropriate questions as to why I needed to see a GP about a long on going issue. This phonecall affected my mental health. Also their ridiculous online system is not fit for purpose. It says to go on at 0830 but the link never even works in that time. By the time you refresh it, you are told constantly to go again at 10am. Ridiculous and out dated system, why not just book appointments at a first come first serve basis?
Visited January 2023
The Penrhyn Surgery has not yet replied.
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Review titled Awful: no appointments
Rated 1 star out of 5
by Anonymous - Posted on 09 January 2023
I have been trying to get an appointment since December. I’ve had tests that I need results for and a referral requirement. The system says log in at 8.30 and at 8.30 each day I have done that and there are no appointments. I’ve tried ringing and they say they won’t book over the phone and to try logging in the next day.
Visited January 2023
Review titled The Penrhyn Surgery
Replied on 16 November 2023
Dear Patient Thank you for review. Please accept my sincere apologies for the late reply to your comment. I am sorry you have felt the need to make a complaint. Unfortunately, we cannot further investigate your complaint as you have posted anonymously. Your comment is valuable to us as we like to improve our services. Therefore, I am happy for you to contact me directly to discuss your concerns in more detail. I will be happy to assist you with any queries you have regarding the appointment system. Meanwhile, if you would like to have further information, please visit the website https://www.penrhynsurgery.co.uk/our-appointment-system for more information. Finally, thank you for sharing your feedback. We want to make things right, and your feedback helps us improve. Chhaya Thakore The Practice Manager
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Review titled Dismal service, terrible healthcare
Rated 1 star out of 5
by Anonymous - Posted on 31 January 2023
The appointment system appears built to deter people and doesn’t allow you to outline a vast array of symptoms, rendering the service useless for many ailments. You are told to go online at 8:30am, but at 8:30am a message appears to come back the next day. 5 telephone appts later and I finally get a F2F appt. Healthcare from the Drs I have seen is mixed, efficient flu jab, but low care otherwise. Despite claiming Drs would follow-up, they never did and I ended up back in an endless loop of appointment booking again.
Visited January 2023
Review titled The Penrhyn Surgery
Replied on 15 November 2023
Dear Patient Thank you for review. We want to improve our services. Please accept my sincere apology for late reply to your comment. We apologise that you have had a cause to complain. Your comment is valuable to us as we like to improve our services. As your comment have various issue listed and NHS Choices posted anonymously, I will not be able to investigate further. Therefore, I am happy to contact you directly to discuss this further. If you prefer to contact me directly, I will be happy to assist you with any queries regarding the appointment system. Meanwhile, if you would like to have further information, please visit the website https://www.penrhynsurgery.co.uk/our-appointment-system for more information. Finally, thank you for sharing your feedback. We want to make things right, and your feedback helps us improve. Yours Sincerely Chhaya Thakore The Practice Manager
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Review titled system not fit for purpose and needs investigating.
Rated 1 star out of 5
by Anonymous - Posted on 16 January 2023
The surgery is awful. Months of trying to get an appointment and still haven't managed to. The appointment system is atrocious and leaves patients so stressed at a time when they are already ill. It is just not acceptable, you can't see anyone face to face anymore unless its absolutely essential, so no proper check ups. How many early warning signs/ symptoms will be missed due to this irresponsible system? Its all online and good luck just being able to get through to the triage system where you have to fill out pages of information. After doing all then still don't expect an appointment as it returns you to the front page which states all the appointments are taken for today come back tomorrow. This surgery no longer provides a service that is fit for purpose and needs a complete overhaul.
Visited January 2023
Review titled The Penrhyn Surgery
Replied on 15 November 2023
Dear Patient Please accept my sincere apology for late reply to your comment. I also apologise for the experience you had with Penrhyn Surgery. We aim to provide better service to our patients, and your feedback is valuable. Since writing your complaint, I can now state that Penrhyn Surgery offers a variety of appointments, and patients now have the ability to specify the time and type of their appointment as well as their specified choice of clinicians. Due to the fact that you have posted anonymously, I am not able to respond to the specifics of your complaint; however, I am happy for you to contact me directly to discuss things further. Once again, please accept my sincere apology for the late reply. Thank You Yours Sincerely Chhaya Thakore Practice Manager
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Review titled Impossible to make an appointment
Rated 2 stars out of 5
by Anonymous - Posted on 07 January 2023
I have been with the practice for several years and seen nurses on and off for standard check ups with no issues. However I have needed to see a Dr (suggested by pharmacist) and have been trying since late December. Appointments can only be made by the Klinik website which supposedly goes live at 8.30am. Every time I have attempted to make an appointment - at precisely 8.30 and other times throughout the day - it says not taking appointments it 'may have reached its appointment capacity'. And the message currently coming up says to try on 05 January 2024! This week I have visited the surgery twice to make an appointment person as been unable to make an appointment online. Both times I have been told by the different receptionists to try again online the next day at 8.30am...the current set up is not practical and it feels impossible to get an appointment. I do not regularly use the dmDrs for 'little things' usually referring to NHS website or pharmacists, so would only do so if I felt there was a reel need to see one. Talking to others in the local area my experience is not an isolated one, many people have had difficulty making an appointment. I am at the stage I am now considering changing practices which I do not want to do as live a few minutes walk away but would rather have a surgery further away I can get an appointment at than one 2 mins away I can't!
Visited January 2023
The Penrhyn Surgery has not yet replied.
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Review titled Unethical service to the elderly
Rated 1 star out of 5
by DW. - Posted on 12 December 2022
91 year old mother not seen in years obviously because of covid however, no contact made from the surgery to check her well-being. Had to cancel today due to the snow now told to call in the New Year! as no appointments to get her Bp, cholesterol, general health and asthma checked regularly! People work and don’t have 20-40 minutes every morning to wait in a ‘double’ queue to get through to the surgery! Diabolical service!
Visited December 2022
Review titled The Penrhyn Surgery
Replied on 15 November 2023
Dear Patient Thank you for your feedback. Please accept my sincere apology for the late reply. We always value patient feedback, whether positive or negative, as it presents an opportunity for the surgery to learn and improve the service we offer our patients. I am sorry if you feel that your 91-year-old mother was not contacted for her well-being. Unfortunately, comments on NHS Choices are posted anonymously, and we cannot follow them up with the person posting them. I am happy for you to contact me directly to discuss further. Once again, please accept my sincere apology for the late reply, and thank you for your feedback. Yours sincerely Chhaya Thakore Practice Manag
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Review titled Awful Practice
Rated 1 star out of 5
by Anonymous - Posted on 23 November 2022
The practice is in great need of new management and with that the doctors who have been there a while removed and the receptionist all need replacing. The receptionists are extremely rude, unhelpful, zero customer service, I have seen them leave the phone to ring and they just ignore it. You can’t get an appointment and can only request call backs. The practice has no equipment not like other practices. It’s such a shame as it could be a functioning practice with new management and new staff. Will add the two nurses they are are amazing and they are the ones keeping this practice running.
Visited November 2022
The Penrhyn Surgery has not yet replied.
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Review titled Dreadful
Rated 1 star out of 5
by TC Callis - Posted on 30 November 2022
Impossible to get an appointment. Deliberately set up to prevent patients accessing the service. Cannot get through on the phone. Website says online form is accessible from 08:00 to 17:00, but it "opens" at 08:30 and instantly closes down making it impossible to use in order to get some kind of medical help. If I could assign negative figures to this practice I would.
Visited November 2022
The Penrhyn Surgery has not yet replied.
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Review titled Impossible to make an appointment
Rated 1 star out of 5
by Anonymous - Posted on 30 November 2022
After several months of repeated attempts to book an appointment using the on-line system and failing ('Online enquiries to Penrhyn Surgery are temporarily disabled as we may have reached our appointment capacity for the day') I phoned to enquire how to make an appointment. I was informed that I should try on the dot of 8.30 each morning as it was 'first come first served' and 'the luck of the draw'. This is clearly impossible for anyone who is either at work, or on their way to work, at 8.30 am, which is usually the case for me as it must be for many others. In spite of this, I persisted on several occasions by taking some time off work or arriving late. On these occasions I was poised on the website at precisely 8.30am to be faced with exactly the same issue. Clearly this is unsustainable, so I am resigned never to be able to make an appointment at all. This begs the question as to what exactly the point of being registered with the practice is. I will be looking to register elsewhere.
Visited November 2022
The Penrhyn Surgery has not yet replied.