Denmark Street Surgery
Average! (68 reviews)
Average! (68 reviews)
Feedback reflects a mixed experience with notable contrasts in service quality across different areas. Clinical staff consistently receive praise for their knowledge, courtesy, and compassionate approach, with many patients expressing appreciation for the care and support provided during consultations. However, significant challenges persist with access and administration. Telephone contact remains extremely difficult, with busy lines and lengthy wait times creating barriers to reaching the practice, particularly concerning for urgent medical needs. Appointment availability is frequently cited as challenging, with patients reporting extended waits, limited online booking slots, and complex booking procedures that disadvantage those unable to call during opening hours or check systems repeatedly. Reception experiences are inconsistent, with some staff praised for helpfulness while others are described as dismissive or unhelpful. Administrative processes show recurring issues including delays with repeat prescriptions, technical problems with online portals, and inefficient handling of patient communications. Waiting times for appointments and in-person visits vary, and pharmacy services receive mixed feedback. Several patients note that the practice's systems appear disorganised and inaccessible, particularly for those with work commitments or limited digital confidence.
Positive experiences centre on clinical competence, genuine care, and supportive interactions during appointments. Some patients report straightforward booking experiences and efficient urgent care responses. The practice benefits from having an integrated pharmacy and generally maintains welcoming premises. However, the gap between clinical service quality and administrative accessibility represents a significant concern, with patients expressing frustration about the mismatch between the practice's recruitment efforts and its actual capacity to provide timely access to care.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
Respond to patient reviews
Monitor satisfaction trends
Generate CQC evidence reports
Claim & Manage ProfileShows how often this practice responds to patient reviews and feedback.
Feedback reflects a mixed experience with notable contrasts in service quality across different areas. Clinical staff consistently receive praise for their knowledge, courtesy, and compassionate approach, with many patients expressing appreciation for the care and support provided during consultations. However, significant challenges persist with access and administration. Telephone contact remains extremely difficult, with busy lines and lengthy wait times creating barriers to reaching the practice, particularly concerning for urgent medical needs. Appointment availability is frequently cited as challenging, with patients reporting extended waits, limited online booking slots, and complex booking procedures that disadvantage those unable to call during opening hours or check systems repeatedly. Reception experiences are inconsistent, with some staff praised for helpfulness while others are described as dismissive or unhelpful. Administrative processes show recurring issues including delays with repeat prescriptions, technical problems with online portals, and inefficient handling of patient communications. Waiting times for appointments and in-person visits vary, and pharmacy services receive mixed feedback. Several patients note that the practice's systems appear disorganised and inaccessible, particularly for those with work commitments or limited digital confidence.
Positive experiences centre on clinical competence, genuine care, and supportive interactions during appointments. Some patients report straightforward booking experiences and efficient urgent care responses. The practice benefits from having an integrated pharmacy and generally maintains welcoming premises. However, the gap between clinical service quality and administrative accessibility represents a significant concern, with patients expressing frustration about the mismatch between the practice's recruitment efforts and its actual capacity to provide timely access to care.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Chloe W.
3 years ago
Bad!
Struggling to reach surgery on the phone
I have been attempting to secure an appointment since early morning, and despite several hours passing, I remain unable to reach the practice due to difficulties with their updated telephone system.
Shaun M.
3 years ago
Bad!
Receptionists were dismissive and unhelpful
This practice has not met my expectations. The reception staff came across as dismissive and condescending during my interactions with them. I felt my concerns were not taken seriously. The appointment system appears to require calling at opening time, which is challenging given my work schedule. It seems access to appointments would be easier if I were available during standard business hours.
Peter J.
3 years ago
Bad!
Impossible phone queues and unhelpful reception staff
This has been the most frustrating experience I've had with a medical practice. Getting through by telephone is incredibly challenging, and when you do manage to connect, you face substantial waiting times. After waiting, you're likely to encounter staff at reception who come across as unhelpful and unable to resolve your concerns. Booking an appointment requires significant commitment, as you must be available to receive a potential call during a wide window of hours, with no guarantee it will arrive. Throughout the waiting process, you're repeatedly directed to use their online portal. However, the website itself appears to have technical issues and seems poorly designed. Overall, the entire process feels inefficient and poorly organised. It seems like a misuse of healthcare resources.
Martin Z.
3 years ago
Average!
Busy practice with helpful pharmacy access
A very active medical facility that includes a pharmacy located within the premises.
Slikbitch54 S.
3 years ago
Excellent!
Doctors who actually listen to you
Excellent healthcare professionals I've experienced.
Dan P.
3 years ago
Poor!
Hard to book an appointment here
It can be challenging to secure an appointment at this practice.
Marie S.
3 years ago
Great!
No queue and a short wait today
A brief visit to the surgery, which most people find rather unpleasant. There was no queue when I arrived and I was called through fairly promptly, though this isn't guaranteed every time, and you can't always tell if longer waits are due to urgent cases being prioritised. The waiting area still maintains good spacing from the pandemic period.
Lynsey A.
4 years ago
Average!
Hard to reach by phone when you need them
The clinical staff are pleasant and approachable, however accessing the practice by telephone is extremely challenging. It would be concerning if someone had an urgent medical need and was unable to reach the surgery, as the lines are frequently busy or engaged when attempting to make contact.