Denmark Street Surgery

Friendly staff who actually help with queries

The team here are really approachable and provide excellent support whenever you have questions or need to arrange an appointment 👍👍

Compassionate support through difficult times

A clinician at the practice was there for me during an incredibly difficult period when I experienced significant personal losses within a short timeframe. I don't know where I would have been without their support during that time.

Busy surgery but appointments take forever

The practice is quite hectic, though the service pace could be faster.

Reception team listens and takes their time

The reception staff are very supportive and make an effort to hear what you have to say. How long you wait when calling varies depending on when you ring. The clinical team consistently take time to listen and I have never experienced feeling hurried. The wider support staff are pleasant as well. They clearly make a genuine effort to work alongside patients despite the practice seeing an increasing number of people. I would like to express my appreciation to everyone on the team. The pharmacy next to the surgery is disappointing compared to others in the area.

Receptionist wouldn't pass on my mental health concern

I attended my appointment seeking support for my anxiety and mental health concerns. Unfortunately, I felt that the receptionist did not adequately communicate my needs to the clinical team, and I was disappointed with the level of care I received. I felt that my concerns were not taken seriously, and I would have appreciated a more compassionate approach from the reception staff. Based on my experience, I would hesitate to recommend this practice to others.

Reception team's friendliness made a real difference

I am satisfied with the care I receive here. There is some waiting time to reach someone by phone and to be seen by my regular GP, though this appears consistent with other practices I have experience of from previous work. The reception staff have shown notable improvement recently, displaying friendliness and courtesy without making me feel rushed, which may indicate staffing changes. Same-day telephone and face-to-face appointments are readily available when required. The premises are well-maintained. The car park is modest in size but I have always found parking available during my visits. The only factor preventing a top rating is the several-week wait sometimes needed to see my regular GP.

Slow appointment booking and disorganised service

The service was disappointing and lacked efficiency. The practice appeared disorganised.

Phone lines always busy but staff are helpful

I have consistently had positive experiences at this practice with excellent healthcare professionals. My only concern is that the telephone lines tend to be quite congested and difficult to get through on.

Long waits despite ready notification texts

This pharmacy location has significant issues with service efficiency. There appears to be inconsistent treatment of different patients, with some receiving priority while others experience lengthy delays. Even when notified that prescriptions are ready, customers report waiting considerable periods. The service experience at this branch compares unfavourably to other local pharmacy locations, and switching to an alternative venue may provide a better experience.

Long phone queues make appointments impossible

I have been a patient at this practice for over two decades and am disappointed with the current situation. The telephone system appears overwhelmed with significant wait times reported, and there are concerns about calls being disconnected before reaching someone.

Administrative team made getting help unnecessarily difficult

Disappointing experience overall. The administrative staff proved particularly challenging and frustrating to interact with, and the patient care coordinator's performance fell short of expectations. On the infrequent occasions when appointments with clinical staff were secured, the care provided did not align with what had been communicated beforehand. The experience felt wholly inadequate, and the practice appeared to prioritize neglect over support for those dependent on their services. While the clinical team may have possessed strong capabilities, a lack of empathy in their approach combined with an apparent attitude of superiority among some reception staff made the experience of seeking help during periods of ill health distressing, unsatisfactory, and seemingly counterproductive to overall wellbeing.

Long wait times before appointments available

Unfortunately there are lengthy delays in obtaining appointments, which raises concerns about the timeliness of care.

Prescription delays caused frustrating multiple visits

Submitted a prescription request to the surgery on Monday, then visited the chemist on Friday morning only to be informed to return after 2pm. Returned after 2 to be told to come back Saturday before noon. Went Saturday and received part of the prescription, with two items unavailable and instructions to call back Monday. Called Monday to learn one item was ready, then called back Tuesday to collect the final item. Found the process frustrating and questioned the necessity of certain procedures.

Reception staff made us feel genuinely welcome

Excellent practice with a welcoming reception team and outstanding clinical staff who demonstrate genuine care for their patients. The clinicians are meticulous in their approach to diagnosis and treatment, and they make a real effort to provide clear explanations. A recently joined clinician has proven to be exceptionally knowledgeable and supportive. The practice is a valuable asset to the local community.

Receptionist gatekeeping makes appointments impossible

The practice has significant issues with accessibility. Attempting to secure a doctor's appointment has proven extremely difficult, requiring initial contact with reception staff followed by a telephone consultation to determine if an in-person visit is necessary. The subsequent callback with an actual appointment slot took several days, with a further week-long wait before being seen. This extended timeframe is concerning for patients experiencing health difficulties. Eventually, alternative urgent care services had to be accessed, which appeared to be under considerable strain. A thorough review of the appointment system and patient access procedures would be beneficial, as the current arrangements do not adequately serve patient needs.

Friendly staff who genuinely try to help

The team members were approachable and made efforts to assist with my needs.

Easy to book appointments with friendly staff

I find it straightforward to book appointments at this practice, and the clinical staff are approachable and welcoming.

Clean surgery with helpful reception staff

A very tidy and supportive medical practice.

Receptionists didn't listen to my concerns

The reception staff experience was not satisfactory and felt inefficient.

Online booking let down by poor call handling

I scheduled an appointment online a fortnight in advance for the earliest available slot. The practice attempted to contact me earlier than my requested time while I was occupied with work commitments. A message was left asking me to return the call. After holding for a considerable period, I was informed that I would need to arrange a new appointment. While I recognise the pressures the practice faces, I found this outcome frustrating. These situations involve people's health and wellbeing, which I feel should be handled with greater flexibility.