Glebe Road Surgery

Asha Made My Day at the Salon

I'm truly grateful for the outstanding assistance provided. Asha was exceptional in ensuring my complete satisfaction throughout the entire process.

Caring Doctors, Frustrating New System

The medical professionals at this facility continue to be exceptional, maintaining their high standard of care and compassion - they truly merit top marks! Regrettably, the recently implemented system falls significantly short of expectations. If standard communication channels like email, telephone, and front desk interactions become ineffective, the new system must provide comprehensive alternative functionality, such as expanded message length and document upload capabilities for external medical correspondence. It's deeply disappointing; what was once a remarkably smooth healthcare experience has now become something I approach with considerable apprehension.

Rapid Health made booking appointments easier

The digital platform Rapid Health has transformed how I interact with my medical practice, making appointment scheduling and medication management remarkably straightforward, complementing the existing NHS app. The reality is that healthcare access is constrained due to demographic shifts and workforce challenges, and this system helps ensure those with urgent medical needs can secure GP consultations more efficiently. While the surgery's medical staff have consistently demonstrated exceptional professionalism, I believe patients should actively acknowledge and appreciate the hard work of these dedicated healthcare workers who are operating under considerable pressure.

Impossible to Get an Appointment Here

Despite the physicians being pleasant and supportive during consultations, I would recommend seeking an alternative medical practice due to the overwhelming challenges in scheduling and communication. Securing an appointment is incredibly frustrating, with wait times often exceeding a month, and patients are frequently told to call back later because the calendar is completely booked. Even when receiving correspondence requesting a follow-up call, patients encounter significant barriers. The front desk staff appear inadequately trained, struggling to provide clear answers to routine inquiries, which further complicates the patient experience.

Impersonal Care After 46 Years of Dedication

After dedicating nearly half a century to this medical facility, I find myself compelled to depart. What was once a compassionate and exceptional Practice, housed in a contemporary and modernized building, has devolved into an atmosphere reminiscent of a sterile, lifeless environment, with staff sequestered behind closed doors, engrossed in their computer screens. The appointment scheduling process is nothing short of abysmal. Even when arriving in dire need, patients are prohibited from directly requesting an appointment from the (admittedly pleasant) Receptionists and are instead redirected to an impersonal digital interface. The response time is so sluggish that one might perish before securing an appointment. Ironically, we've discovered that calling 111 often yields a more expedient booking through the same surgery. Moreover, some physicians appear disinterested and operate on a part-time, remote basis - a situation that defies comprehension and raises serious concerns about patient care.

Frustrating changes after 35 years with this practice

Regrettably, this medical practice, which once provided a warm, individualized experience, has become extremely challenging to access. The current booking process involves completing extensive questionnaires, only to be informed that no appointments are currently open. It has become utterly frustrating to even attempt to schedule a consultation. With deep disappointment, after three and a half decades of loyalty, I am now seriously considering finding a different healthcare provider.

Quick referral on a summer afternoon

I'm thoroughly amazed by the Rapid Health AI platform. Yesterday (12June), I leveraged the system to request a referral to an orthopaedic specialist, and the response was incredible. A physician contacted me in the late afternoon to discuss my inquiry, and by this morning, I had received my referral letter. The process was incredibly streamlined, and I'm quickly becoming a strong advocate for this innovative technology.

Glebe Road Surgery: Frustrating and Disappointing

It's hard to comprehend how far Glebe Road surgery has fallen from its former reputation as one of London's top medical practices! Having been registered here for two decades, we are utterly disheartened by the current state of affairs. The answering system is now an incomprehensible nightmare, with a rapid-fire recorded message that runs for an interminable five minutes before allowing any interaction. The new appointment system is completely non-functional, refusing to schedule medication reviews despite explicitly requiring patients to book appointments to continue receiving their prescriptions. The receptionists now act as gatekeepers, arbitrarily deciding whether your symptoms merit a doctor's consultation and shamelessly quoting £100 for completing a medical history form, with an absurd 28-day waiting period. Adding insult to injury, we've noticed staff seemingly posting their own reviews to artificially inflate their Google rating. The only saving grace is a handful of dedicated doctors who continue to maintain professional standards and give us a glimmer of hope. Our current strategy is to gradually transfer family members to Essex House surgery, which reportedly offers a much more competent service, and potentially relocate everyone if the experience proves better.

No Appointments Available Anywhere

This updated system is completely dysfunctional. When attempting to schedule a medication review online, there's no clear way to select the appropriate option. After receiving a link to book an appointment, you're immediately informed that no slots are available. Upon contacting the receptionist, you're directed back to the online platform. It's an absurd approach that only reinforces my belief that general practitioners are actively avoiding patient interactions. The website is fundamentally broken and ineffective. They should revert to the more straightforward, traditional methods of appointment booking via telephone or in-person communication.

Endless Wait at the Surgery Desk

Completely Unacceptable. I've been attempting to reach someone since 10:30 in the morning. It's now past 1 p.m. The medical practice is woefully inadequate in handling phone communications. The receptionists are discourteous (I miss Sonia) who was superb in her role. I've been a patient here for three decades, and the quality has dramatically declined. They demonstrate absolute indifference.

Quick and Caring Consultation on a Busy Day

I experienced a truly outstanding consultation that was compassionate, comprehensive, and considerate. The professional recommended a follow-up visit, which I successfully booked via the Rapid Health online platform - secured within sixty minutes of my initial request (on May 7th, which seemed entirely appropriate). Consistently, the Reception team has been warm, welcoming, and supportive. RW

Booking System Nightmare After Two Weeks

The recently implemented booking platform is completely useless. I have been repeatedly attempting to schedule a follow-up blood test without success. Two weeks have now passed. Every single day I attempt to book, I am informed that no appointment slots exist for me. As a result, I am heading to the medical practice today to obtain a blood test requisition form so I can have the test performed at an alternative location.

Glebe Rd's AI System Fell Short

I previously considered myself fortunate to be registered at Glebe Rd. Booking appointments was straightforward, the doctors were excellent, and the reception staff were welcoming and competent. However, the new AI system completely fails to replicate the essential human element, where patients felt genuinely heard and could readily access the support they required - which seems particularly crucial when dealing with health concerns. The process now involves completing extensive and often irrelevant questionnaires, only to be informed you'll receive a response within 48 hours, when all you want is a simple answer or to schedule a follow-up appointment as requested by your doctor. It's utterly absurd. I genuinely sympathize with the receptionists who must now redirect frustrated patients back to the website when the system has overwhelmed them, instead of being able to provide direct assistance. While I'm certain this technological implementation has been expensive, it seems entirely possible to integrate some form of human support that allows for adaptability and rational problem-solving.

Struggling to Breathe, No Help at Reception

As an asthma sufferer experiencing severe symptoms, I attempted to schedule an urgent appointment online, but the system only offered slots for the following day. Calling the reception, I waited in the queue and was eventually connected. However, instead of helping, the receptionist redirected me back to the booking system. I desperately tried to explain my breathing difficulties, intense coughing, and chest pain, but she accused me of shouting and claimed she couldn't assist me before abruptly ending the call. Having worked in a GP surgery myself, I know there are protocols for handling exceptional medical circumstances like mine. I'm deeply frustrated by the receptionist's lack of empathy and professional conduct. Despite leaving a message for a callback, my landline rang only once. While most GPs demonstrate genuine care when interacting with patients, this experience was shockingly different. I sincerely hope that this particular receptionist, whom I recognize, will develop more compassion and understanding when dealing with vulnerable, sick patients in the future.

First Time Using the System - Smooth Process

I tried out the updated system, and it performed admirably. There were a couple of initial queries to navigate, but the effort was ultimately worthwhile since I could schedule appointments immediately.

Appointment System Nightmare After 5 Weeks

The new appointment scheduling system is deeply flawed. It has essentially eliminated the human element, rendering it incapable of handling situations that require nuanced thinking and common sense. Following my last consultation five weeks ago, the doctor sent a link to book a follow-up appointment, which I've been attempting to use daily without success. Upon visiting the reception, I was advised to persistently try, with staff claiming doctors "update their availability regularly". Essentially, I was instructed to repeatedly check, hoping the doctor might add slots and that a convenient time might miraculously appear. After continuous unsuccessful attempts, the link eventually expired. When I called to explain my extensive efforts and request an appointment as my doctor originally suggested, I was simply told to request another link and restart the entire process. This seems utterly ridiculous. While I've generally had positive interactions with the doctors and reception staff, it appears the receptionists themselves are frustrated with this problematic system.

Frustrating Online Booking Nightmare at My GP

The doctors themselves are fantastic, but the new administrative setup is a complete disaster. Rather than making a quick phone call for a prompt response, patients now must navigate a complex online portal, filling out extensive medical questionnaires across multiple screens, only to be informed that no appointments are available. The website then suggests calling, but phone lines are perpetually jammed, and if you miraculously get through, the receptionist insists you must continue attempting to book online. My husband physically visited the clinic this morning after numerous unsuccessful digital attempts, yet was firmly told the only booking method is through their website. Which, ironically, shows zero available slots! They've effectively transformed a smoothly functioning service into an unnecessarily convoluted nightmare.

Not What I Expected

Outstanding

Easy online booking at Glebe Road Surgery

I am thoroughly satisfied with the medical care offered by Glebe Road Surgery, and I'm particularly impressed with their recently enhanced digital platform, which significantly simplifies the process of scheduling appointments.

Quick and Easy Booking with Friendly Staff

I received excellent phone assistance from the friendly front desk staff, who guided me through accessing the updated reservation platform. Making appointments is now significantly more streamlined and efficient! It also appears that there are more time slots open for scheduling.