The Horn Lane Surgery

Reception staff unhelpful with pharmacy information

I recently visited this GP surgery and found the reception staff to be unprofessional and unhelpful. The clinical staff were very kind, but I had a disappointing interaction at the front desk. When I asked for guidance on which pharmacy to use for my prescription, I was told to search online rather than being provided with specific pharmacy details or addresses. This left me feeling confused and frustrated. I felt that the level of customer service fell short of expectations, and the information I requested was not provided in a helpful manner. I would hope the practice could work on improving how they assist patients with their enquiries.

Reception staff made booking difficult

My experience at this surgery fell significantly short of expectations. The reception team were unhelpful when I attempted to arrange an appointment, and during my consultation, I felt the clinical staff lacked engagement with my concerns. I was disappointed by the level of care I received and did not feel my health worries were adequately addressed. I have since transferred to another practice where I have been more satisfied. I would not recommend this surgery based on my visit.

Quick follow-up after hospital discharge

The reception team consistently demonstrates friendliness and helpfulness, while the clinical staff are responsive and attentive. Following a recent hospital admission, the practice promptly arranged appropriate follow-up care and investigations. Booking appointments has been straightforward throughout my time as a patient.

Concerns dismissed without proper assessment

I am writing to formally express my dissatisfaction with the care I have received from this practice. I have been dealing with a persistent health issue over an extended period, and despite making multiple requests for assistance, I have felt that appropriate assessment and treatment have not been provided by the clinical team. I find this deeply concerning and disappointing. I believe my health concerns have not been given adequate consideration, and I have not experienced the standard of care I would reasonably anticipate. This extended period without sufficient support has caused me considerable frustration and distress.

Poor Communication and Unreliable Service

I have been disappointed with the service at this practice. Phone calls take a very long time to be answered, and emails often take a few days to receive a response. On one occasion, an appointment was cancelled on the day despite me clearly explaining how serious and important it was. Being expected to rearrange at such short notice, particularly in these circumstances, felt very inconsiderate. Overall, the lack of timely communication makes it difficult to access care when it is genuinely needed

Efficient assessment and practical patient-focused care

I have attended several appointments at the practice and found the clinician to be efficient in evaluating presenting concerns to support patients effectively. Whilst it is acknowledged that the NHS and healthcare professionals face considerable pressures, this clinician consistently demonstrates a pragmatic approach focused on what serves the patient's best interests - a quality that is not always evident. It is clear they are well-suited to their role and demonstrate genuine commitment to their work and the practice. I am appreciative of the assistance provided. Thank you.

Long-term patient valued and well supported

I have been attending this surgery for many years and have consistently received good care. The clinical staff have always been supportive and helpful in addressing my health concerns. I consider this to be an excellent GP practice in the local area.

Reception staff didn't intervene during difficult interaction

The senior clinician was extremely discourteous towards both my child and myself. While my young son was moving about in the waiting area, the clinician spoke to me in an aggressive manner about keeping my son settled. The clinician then made a comment comparing my son's behaviour to that of an animal. I attempted to explain that my son might have additional needs that the clinician was unaware of, to which the clinician responded dismissively. Throughout this exchange, the clinician continued to use unkind language towards us. I was left very upset, and no other staff members or reception staff intervened or provided any support. I felt treated in a deeply disrespectful and humiliating manner. The conduct fell well below the standard of care I would expect to receive.

Receptionists helpful, doctor took time to listen

I recently registered my elderly mother at this practice. Firstly, every member of the reception team I have interacted with has been exceptionally helpful, kind and understanding. This evening I had a scheduled telephone consultation to discuss my mother's medication following her recent hospital discharge. I had the opportunity to speak with a clinician who, despite it being near the end of the working day, devoted almost 40 minutes to reviewing my mother's care and addressing my various questions and concerns. Throughout my years of being registered at practices across London, I have rarely encountered such a generous allocation of time combined with such compassion, empathy and the level of care one should reasonably expect from a GP, yet often does not receive. I was so impressed by the consultation that I shared my experience with a family member afterwards, commenting on how genuinely dedicated this healthcare professional appeared to be. It is clear this is someone who truly values and cares for their patients. I feel confident that I made the right decision registering my mother at this practice and wanted to highlight this particular consultation experience, as the clinician involved is a real asset to the NHS. Thank you to all the staff at the practice for the ongoing support and care provided to my mother.

Friendly reception and clear medical explanations

The reception team were very welcoming and friendly. The clinical staff demonstrated considerable expertise, provided excellent support, and gave clear explanations of my situation along with appropriate onward referrals. I am very grateful to everyone involved in my care.

Responsive care and a supportive team

I'm very satisfied with my experience at this practice. The clinician is consistently responsive, extremely helpful, and has provided thorough oversight of my care. The entire team demonstrates friendliness, supportiveness, and professionalism, which significantly enhances the patient experience. I genuinely value how accessible and willing to assist all the staff members are. I would strongly recommend this practice.

Helpful staff made the visit worthwhile

The service provided was excellent and I appreciate the efforts of the entire team.

Receptionist made booking appointments really easy

The receptionist at the front desk is very helpful and has been looking after my appointments as well as those for my family member. I would give five stars for the quality of service provided, as they are consistently caring and attentive.

Reception staff helped me get same-day appointment

I am consistently impressed by the exceptional quality of care provided by the entire team at this surgery. I frequently manage to get appointments on the same day, and the front desk staff are always willing to go the extra mile to assist. The clinical staff are all outstanding. I was recently seen by a member of the medical team who demonstrated genuine commitment to addressing my concerns and providing thorough support. I feel very fortunate to have access to such a high-quality practice. Excellent work all round!

Helpful staff who answer the phone quickly

I have been registered with this practice for over a year and have attended on several occasions, so my feedback reflects my cumulative experience rather than a single appointment. The entire team, including those at reception and in clinical roles, demonstrate genuine compassion, professionalism, and consistently work to offer flexible scheduling and accommodate requests, despite the practice managing a substantial patient load. Appointments typically require a telephone call to arrange, and the booking process is handled promptly and effectively. The practice maintains collaborative relationships with university institutions, which occasionally means that trainees may be present during consultations. However, patients are always welcome to decline this arrangement, and the team responds with full understanding and respect for such preferences. In summary, this is an excellent practice that delivers reliable, compassionate care, and I am genuinely grateful for the considerate and responsive approach demonstrated by all members of staff.

Friendly reception staff who really listen

The reception team members are welcoming, courteous, and consistently supportive. The clinicians at this practice demonstrate genuine attentiveness and deliver high-quality care. I am very grateful for my experience at this surgery.

Reception team made booking appointments straightforward

I have consistently enjoyed my visits to this medical practice. The clinicians demonstrate professionalism and expertise, and show genuine concern for patient wellbeing. The clinical support staff are compassionate, work efficiently, and make a point of hearing what patients have to say. The reception team are equally impressive, displaying friendliness, good organisation, and helpfulness when managing appointments or addressing concerns. I would strongly recommend this practice to anyone seeking reliable healthcare services in their local area.

Quick appointment when I called for help

I've always found this surgery to be very caring, from the clinical staff to the reception team – the service truly feels personalised. They consistently go out of their way to help, and I'm so grateful for all the care I've received over the years. Recently, I needed to be seen and, following the protocol, I called for an afternoon appointment. To my surprise, I was seen within the hour. The clinician arranged tests, prescribed the appropriate treatment, and I was able to collect my prescription and get back to work shortly after. I'm already feeling better and can't thank the team enough for their prompt, professional, and compassionate care.

Friendly staff made the whole experience smooth

This has been the finest GP practice I've attended throughout my years living in London! The team demonstrated both warmth and excellent organisation.

Efficient and helpful reception staff

The staff member provided excellent assistance, demonstrating efficiency and professionalism throughout. The overall experience was very positive.