Denmark Street Surgery

Quick appointment for chest infection

Called early on a Monday morning regarding a respiratory infection. Was able to see a clinician by mid-morning and received appropriate care. By the following evening, there was a noticeable improvement in how I felt. I'm grateful to the reception team and nursing staff for their quick response and efficient handling of the appointment.

Good doctors but chemist service disappoints

The medical staff were competent, though the pharmacy experience was less satisfactory. Waiting periods could occasionally be lengthy.

Staff helpful but wheelchair access needs improvement

The team demonstrated politeness, professionalism, and helpfulness throughout. The entrance is accessible, though the sloped surface may present some difficulty for those using manual wheelchairs. The toilet lock can be challenging to operate, though staff are available to assist if needed. There is one designated wheelchair space in the waiting area. The practice also has an additional facility across the road, so it is worth confirming which location your appointment is scheduled at when booking.

Online booking system keeps failing frustratingly

I'm uncertain about the changes that have occurred at this practice. Previously, it was straightforward to arrange an appointment by telephone. Currently, the process appears more complicated. Reception staff intervene during calls and patients are encouraged to use an online booking system that seems to have technical issues. The system displays available appointment slots for specific times and dates, but attempting to book these slots results in messages indicating unavailability, requiring patients to return to waiting on the phone. Obtaining a same-day appointment appears to be particularly challenging.

Impossible to book appointments through online system

Unfortunately, I found this surgery to be quite disappointing. The appointment booking process presents significant challenges. The online form system requires completing a submission to receive a link for available slots, but the times offered often don't align with personal schedules. When contacting the practice directly, I was advised that securing an appointment involves repeatedly checking the link each morning at 8am. This approach is problematic for those with work commitments and travel during those hours, creating a frustrating cycle. The overall system feels ineffective and inaccessible. Additionally, there are concerns about whether this method works well for less digitally confident patients who may struggle with navigating the online booking platform. The entire experience felt unproductive.

Reception staff dismissive when discussing mental health concerns

Update. Made an off the cuff remark during a call, to which the receptionist responded in a way that felt dismissive and then ended the conversation. Given that some patients may be dealing with challenging circumstances, this type of interaction felt particularly concerning. The clinical staff have been fine, but the administrative side of things needs improvement. The most recent inspection report is quite dated and does not reflect current operations. The practice has also changed their approach to repeat prescriptions, no longer accepting requests by phone and instead directing patients to use email, though the contact details are not readily provided. There is an ongoing issue with the online prescription ordering system, which frequently shows no repeat prescriptions available despite medications being clearly listed as repeatable on the patient portal. This creates a frustrating cycle where patients must contact the surgery by phone every few months, leading to delays in receiving necessary medications. The service on the administrative side is unsatisfactory overall.

Booking system link was completely unhelpful

It has been extremely frustrating attempting to arrange an appointment with a GP. The link provided by reception staff was unhelpful and did not function as intended. There was no visible calendar and no working options to complete the booking process. This was disappointing and ineffective. Following a recent hospital visit, I am experiencing elevated stress levels. I plan to visit the surgery in person this week and bring evidence of the non-functional link that was shared with me, as it did not serve its intended purpose.

Doctors helpful but admin team loses correspondence regularly

I previously left a review some years ago but have decided to remove it as circumstances have evolved. However, my assessment of the clinical staff remains consistent. The healthcare professionals I have consulted with, including my regular practitioner, have demonstrated considerable understanding and support. Unfortunately, this positive experience is not always mirrored by the administrative and reception personnel. There appear to be recurring issues with the administrative team misplacing correspondence and written communications. I recognise that these roles present genuine challenges, and I make a conscious effort to approach all interactions respectfully and courteously. That said, there are occasions when certain team members adopt an unhelpful and dismissive manner from the outset of contact, which can create a difficult dynamic. Whilst this applies to only a minority of staff, it remains disappointing. Given that I manage multiple ongoing health concerns, I have frequent contact with the practice, which means my observations are informed by numerous interactions over time.

Took a parent's presence to finally be heard

I attended this practice for approximately two years while expressing concerns that something wasn't right. When I eventually experienced noticeable physical changes, I felt it necessary to bring a family member to an appointment, as I felt my previous concerns hadn't been adequately addressed. Following blood tests, I was admitted to hospital within two days where a serious thyroid condition was identified. I felt quite unwell at that point and was surprised to have been managing as well as I had been. I'm grateful that bringing additional support to my appointment led to the investigation that resulted in my diagnosis and hospital care. I believe that earlier attention to my initial concerns might have prevented the situation from becoming so serious.

Impossible to book appointments within reasonable timeframe

It is extremely challenging to secure an appointment with a doctor at this practice. The online booking system for routine appointments appears to have very limited availability, with no slots showing for the following two weeks whenever I attempt to book. When I visited the surgery in person to arrange an appointment instead, I was informed that the earliest available time was four weeks in the future. This seems inconsistent with the practice's recent efforts to recruit new patients to their list.

Online booking system didn't help urgent situation

I contacted the practice to arrange an urgent appointment to discuss medication for someone who had recently attended the emergency department and been assessed by the crisis team. The practice no longer accepts telephone bookings, and when I attempted to use the online assessment system, it did not include questions relevant to the situation and suggested returning to the emergency department instead.

Quick appointment and kind explanation from staff

I got in touch with the practice today regarding my young child and was able to secure an appointment quite quickly. The healthcare professional I saw was very compassionate and took time to go through everything with us in a clear way. I then visited a local pharmacy where the service was prompt. I wanted to express my appreciation for the care received.

Straightforward appointment booking process

Everything was satisfactory.

Reception staff made me feel welcome

The staff at the front desk are very pleasant.

Friendly staff made the visit pleasant

The team was welcoming and provided good support.

Friendly staff made the visit pleasant

Positive experience with welcoming and helpful team members.

Receptionists made the repeated visits worthwhile

I'm sure the medical staff must be tired of seeing me so frequently, but I'm grateful for their efforts in helping to address my health concerns. The reception team has been wonderful as well.

Phone staff were helpful and genuinely caring

I have just removed my previous review from five years ago. It feels like the right moment to provide an updated one. I would encourage people to refrain from complaining so much. Times are undoubtedly challenging at present, and while it can be annoying to experience delays in securing appointments and slower progress than hoped for, it is important to appreciate the NHS. Should you need to pay privately for healthcare, then perhaps complaints would be more justified. The reception team members are consistently supportive and helpful, and I must also mention the positive contributions of other staff members. My husband and I would like to express our gratitude for the excellent care we have received. We recently had a visit from a female clinician who was remarkably patient in taking the time to clarify everything thoroughly. I would ask that people occasionally acknowledge good service where it genuinely exists. I regularly read the feedback left here and find myself taken aback by some of the remarks made. We seem naturally inclined to voice dissatisfaction, so it would be refreshing if people occasionally took the opportunity to let staff know they are valued and appreciated.

Reception staff spoke down to me while unwell

The receptionist's manner was disappointing, particularly given that I had been unwell for an extended period. The tone of the interaction felt patronising and unhelpful when I was already struggling with my health. When someone is feeling poorly, they deserve to be treated with patience and respect, and I felt this was lacking during my visit today.

Repeat prescription ordering system causes unnecessary phone calls

I have been taking a long-term medication for over two years now, which should be available as a repeat prescription through the NHS app. I ought to be able to order a two-month supply conveniently online. However, every couple of months, the app indicates that I have no repeat prescriptions available, despite the medication clearly being listed as a repeat prescription in my records. This forces me to contact the surgery by telephone each time to resolve the issue, which is frustrating and inconvenient. My work schedule makes it difficult to make calls during the day, as personal phones are not permitted during working hours. Additionally, the telephone waiting times are quite lengthy. The inconsistency with the prescription system is stressful and seems unnecessary. My family member has also experienced similar difficulties when attempting to obtain their regular medication through the same process.