Little London Surgery

Phone support resolved my concerns quickly

When I first registered here I was concerned due to the amount of negative reviews regarding reception, however, after multiple phone calls and pleasant conversations, it's clear that these reviews do not reflect my experience. The receptionist here is absolutely excellent. I had some concerns with test results and was worried I'd have to spend weeks trying to resolve the matter (as I would have at my previous surgery) however the receptionist went well beyond what was required to assist me. She reviewed my records, contacted an on-call clinician to discuss my results, went through the information with me and then liaised with a senior healthcare professional to ensure I would receive appropriate care for my next appointment (which she arranged straight away.) All of this was completed within a couple of hours. Absolutely outstanding experience so far. The healthcare professional who carried out my procedure was lovely, she was patient with me, very careful and completed it very quickly. I was left with minimal marking from the needle! (As someone who has this done monthly, this is uncommon!) The practice itself is spacious and has a very comfortable waiting area. So far, this surgery has surpassed what I expected and I would encourage people to disregard the negative reviews and see for themselves what the clinic has to offer.

Reception staff lovely but GPs lack perimenopause knowledge

This practice has been disappointing overall. The reception team are pleasant and welcoming. Unfortunately, the clinical staff do not provide the same level of service. There appears to be a significant gap in their knowledge and approach to certain common health concerns, suggesting their training may not reflect current best practice and could benefit from updating.

waste of time

3mins of info no one needs before your put on hold if you call , 6 week wait for app , reception will hang up without asking .... anything else or any more questions so if you got more than 1 problem good luck and they dont say goodbye they just hang up , docs will only deal with 1 problem per app dont matter if you in the office for only 1 minute .

Friendly reception made the visit straightforward

Positive experience

Friendly reception and a tidy waiting room

The waiting area was well-maintained and the reception staff were welcoming.

Felt unheard and dismissed during appointment

I had a very negative experience during my appointment. The healthcare professional's manner towards me felt dismissive and unhelpful. When I asked questions, the responses came across as curt and dismissive, with comments that made me feel unwelcome. I felt disrespected and uncomfortable throughout the consultation. The interaction left me feeling embarrassed, and I decided to leave. There was a lack of clear explanation regarding my health concerns, and I did not feel supported or assisted during the visit.

Receptionist dismissal and impossible appointment access

Disappointing medical practice experience. Struggled to obtain appointments when needed, as staff directed me away. Found the overall visit unhelpful. Reception staff seemed unwelcoming. The appointment booking process was frustrating - after completing an online form following a phone call, I was contacted hours later to learn that no slots were available.

Reception staff were unhelpful and dismissive

The receptionist's conduct was disappointing, displaying rudeness and a lack of respect towards me. I found them unhelpful and struggled to understand how they continue in this role.

Long wait for evening appointment slot

My appointment in the evening ran approximately an hour behind schedule, which appeared to indicate that the clinic was operating at full capacity with minimal gaps between consultations. The reception team were welcoming and approachable.

Pharmacy delivery policy lacks clear patient communication

Medication is charged for and arranged for delivery, but there appears to be an expectation that patients collect items within a specific timeframe. This requirement is not clearly communicated beforehand, and when patients eventually become aware of it, the response from staff can feel dismissive and frustrating. When concerns are raised, there seems to be difficulty in speaking with management, who are often unavailable. Additionally, record-keeping appears inconsistent, which adds to patient inconvenience. The practice would benefit from implementing more systematic record management and establishing clearer communication channels with patients about policies and procedures. Given these experiences, if this reflects standard practice, it is likely affecting a significant number of patients who may feel their time is wasted and their concerns are not being properly addressed, particularly when they have already paid for services. Despite a long-standing relationship with this surgery, the current service standards and processes fall short of what would be reasonably expected.

Couldn't get help when I needed it

This has been my GP for many years, but I've found the service disappointing when I've needed it. I felt unprepared for my visit and ended up seeking treatment elsewhere instead. I don't access the practice frequently, so this was particularly frustrating when I did require care.

Reception staff were dismissive and unhelpful

The receptionist's communication style was not welcoming. There was a lengthy wait before being seen, and the interaction felt abrupt. I was uncomfortable being questioned about my health concerns at the reception desk, as I felt this should be discussed with clinical staff rather than administrative personnel. The receptionist's role should be to schedule appointments efficiently without unnecessary discussion of medical matters. I would appreciate a more courteous approach and clearer boundaries between administrative and clinical responsibilities.

Genuine care shines through despite busy schedules

A small beacon of excellence situated in the local area shines brightly. Authentic compassion is extended to those seeking care. Despite the challenges of serving a large patient population, this practice manages admirably through the application of understanding, attentiveness and commitment. I hope for continued success for this surgery and its team in the future.

Receptionist made getting appointments difficult

I had a very difficult experience at this practice. Obtaining an appointment proved to be a challenging process, and accessing routine prescriptions required considerable effort. I felt that my healthcare needs were not adequately supported during my time as a patient here.

Impossible to get through on the phone

Attempting to contact them can be quite challenging.

Hard to get through on the phone

The practice appears to have limited appointment availability. When contacting them, the standard response is that only same-day appointments are offered, yet these slots seem unavailable when calling. This creates confusion about how the appointment system actually works. The overall experience with staff interactions was disappointing and the manner of communication felt unwelcoming.

Appointments disappear and receptionists aren't helpful

This has been by far the worst medical practice I have experienced. There appear to be significant issues with managing test results and scheduling appointments. When calling early in the morning, appointments are consistently unavailable, yet staff claim they have already been allocated. The reception team's manner was unhelpful and unwelcoming. I am leaving this practice and would encourage others to consider doing the same, in the hope that this may prompt improvements in how patients are treated.

Reception staff booked appointment with wrong person

I attended a blood test appointment for my young child at the local surgery. The appointment was conducted by a staff member who I felt was not appropriately trained for the role and displayed a dismissive manner. I was concerned that adult-sized equipment was used rather than paediatric alternatives, and my child experienced bruising to both arms during multiple attempts. My child became distressed during the procedure. The staff member indicated that a larger volume of blood was required than I felt was appropriate for a young child's appointment. Due to my concerns about the experience, we subsequently arranged for the procedure to be repeated at the hospital instead. I have been a patient at this surgery for a couple of years and have found some of the clinical staff to be competent. I would suggest that the practice management consider reviewing their procedures and staff training standards to ensure a better experience for families attending appointments.

Felt genuinely heard and well supported here

In this day and age, it's so common to hear people complain about their doctor's surgery. However, from day one of joining this practice, my experience has been nothing short of exceptional. The clinical staff member I have worked with, in particular, has gone above and beyond with their care and professionalism. They are attentive, compassionate, and genuinely care about their patients' well-being. It's refreshing to feel heard and supported by someone who truly understands patient care. I am incredibly grateful to have found such a dedicated professional at this surgery. Thank you for everything!

Couldn't get through on the phone

I frequently attempt to schedule appointments by phone, but the line is consistently busy. On the rare occasions when someone does answer, they inform me that no availability exists without first gathering any information about my needs or identity. This approach has left me quite dissatisfied with the booking process.