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Some great individuals, but overall has gone…

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"Some great individuals, but overall has gone…"

About: Acton Lane Surgery

Difficult to get an appointment. Often delayed. Paperwork goes missing/ not on file. They attributed a medicine attribute to the wrong member of the family, they calculated a child's BMI as an adult BMI and insisted he was not overweight despite being on the 98th percentile when calculated correctly, transfer notes from previous GP weren't uploaded correctly, they even asked me for a to call back with a popular London NHS hospital phone number as they didn't have it on file. Some really lovely individuals, but the practice itself is going downhill. Practice manager is a terrible listener, is rude to staff in front of patients so absolutely no point trying to give any feedback. You often get passed around different GPs due to the booking system and any request to see a specific GP can be ignored. This impacts continuity of care. I pity patients who are more vulnerable than me and unable to be as alert to what is going on.

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Responses

Response from Acton Lane Surgery 2 years ago
Acton Lane Surgery

Submitted on 17/05/2021 at 10:20
Published on nhs.uk at 17:12

Dear Patient,

We are truly sorry to hear of your recent experience in trying to arrange an appointment.

In line with Public Health England guidelines, we had to adapt our appointment types in response to the current pandemic.

Also we are now hosting COVID-19 vaccination clinics at our surgery, since December 2020 to help to vaccinate Brent residents. We understand this may affect some of our services but we are working hard to ensure we are efficiently responding to all our patient’s queries.

Regarding your feedback about the practice manager, we notice from our record that he was on leave the week which you had this experience. You may have met one of the reception supervisors. However, this is not acceptable and we apologise you had this experience at our practice. We will definitely look into this as we want all our staff to deliver an excellent and friendly service to our patients. We will be installing our organisational chart, with pictures of our team. This is to make sure our patients are familiar with the practice team.

With regards to the other concerns, we would welcome the opportunity to meet with you and discuss these matters further. Please telephone the practice on 020 8961 1183 and ask to speak with the Practice Manager, Meysam Hemmati. We look forward to speaking to you soon.

Kind regards,

Park Royal Medical Practice

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