The Horn Lane Surgery

Felt heard and well looked after today

I had an appointment with a Physician Associate today who provided excellent care, and I was very satisfied with the consultation. I would be pleased to see this clinician again in the future.

Receptionist made the whole experience pleasant

The receptionist was very welcoming and provided excellent assistance.

Reception team stays helpful during busy times

I have been attending this medical practice for a number of years, and I can confidently say that the standard of care provided is consistently of a high quality. The front desk staff demonstrate politeness and helpfulness consistently, even when the practice is particularly busy. The clinical staff members dedicate sufficient time to listening carefully and communicating information in an understandable manner, which gives me a strong sense of being well looked after. The appointment booking system is straightforward and user-friendly, and waiting times to be seen are typically minimal. It is comforting to have access to such a dependable and competent healthcare team supporting the wellbeing of myself and my loved ones.

Reception team made us feel genuinely welcome

From the moment you arrive, the reception staff welcome you with genuine warmth and a professional manner. Arranging appointments is straightforward, with urgent requests handled promptly without fuss. The clinical team takes the time to listen carefully and provide thorough explanations of everything. It's evident they show real concern for the wellbeing of each individual they see.

Straightforward booking and genuinely listened to

I have been attending this GP practice for some time and feel confident in saying it ranks among the finest I have encountered. The team members consistently demonstrate courtesy, helpfulness, and professionalism across all roles, whether at reception, in clinical positions, or in nursing capacities. The appointment system is user-friendly, and the digital facilities offer excellent convenience. Throughout my consultations, I have consistently felt heard and valued, with the clinical guidance provided being comprehensive, transparent, and delivered with genuine care. The practitioners make a genuine effort to fully comprehend your health concerns and develop considerate, personalised care approaches. The premises are maintained to a high standard, thoughtfully laid out, and operated with clear efficiency. I hold the standard of care delivered at this practice in high regard. I would readily suggest this to anyone seeking a trustworthy and welcoming GP service.

Practice staff showed genuine care during difficult time

I want to take a moment to express my deepest gratitude to our GP practice for the outstanding support and care they have shown me and my elderly mother during one of the most emotionally challenging times of our lives. A special thank you goes to the management team. Their support, patience, and understanding made a world of difference to us. They handled our concerns with genuine care and empathy, helping to coordinate everything smoothly and calmly when we were feeling completely overwhelmed. Their presence and kindness were truly a source of comfort. I would also like to express heartfelt thanks to the clinician who treated my mother with so much compassion, respect, and medical professionalism. They listened with care, addressed every concern with clarity, and made us feel supported and respected in every way. Their warm manner and dedication reassured us in such a difficult time. In addition, I am deeply grateful to the reception team. They were consistently kind, patient, and helpful—no matter how emotional or anxious I was. Their calm, welcoming approach helped us feel that we were never alone. Together, this incredible team made us feel not just like patients, but like people who truly mattered. Their humanity, patience, and kindness touched our hearts deeply. To anyone lucky enough to be part of this practice, know that you are truly in good hands. From the bottom of my heart, thank you—for helping my mother, and for being there for me when I needed it most.

Booking appointments made easy and straightforward

This medical practice in Acton is an absolute gem! From the moment I walked in, I was greeted with warmth and professionalism. The staff here truly go above and beyond to ensure every patient feels heard and cared for. The reception team is incredibly efficient and always ready to assist with a smile. Booking appointments is a breeze, and they make sure to accommodate urgent needs promptly. The clinical professionals are top-notch. They take the time to listen, provide thorough explanations, and ensure that I understand every aspect of my care. Their dedication to patient well-being is evident in every interaction. I also appreciate their commitment to the community, hosting health awareness events and continuously seeking feedback to improve their services. It's clear they value patient input and strive for excellence in all they do. If you're looking for a practice that combines traditional values with modern healthcare, this surgery is the place to be.

Felt listened to and treated with respect

I would like to thank the clinician for the way they dealt with me. They were wonderful and gave me the attention I deserved.

Reception team made me feel genuinely supported

I have to say, the front desk staff here are absolutely outstanding! They consistently demonstrate such warmth, helpfulness, and professionalism. It's genuinely refreshing to encounter this level of service at a medical practice – they truly set themselves apart.

Long waits despite calling early morning

The practice appears to operate with limited doctor availability on any given day. Even when calling early in the morning as one of the first patients to contact the surgery, you may still find yourself added to a waiting list. The reception staff seem uncertain about whether a doctor will be able to see you that day, regardless of what time you ring.

Staff listened and made us feel valued

All members of the team, from administrative staff through to clinical professionals and management, have demonstrated genuine kindness, flexibility and compassion. They take time to hear what patients have to say and value their perspectives. I feel assured about the standard of care I and my family receive here. Well done to everyone involved!

Friendly staff made the appointment process easy

The entire team at this practice is truly commendable! The clinical professionals and support staff are excellent, and the level of service provided is outstanding!

Reception staff made me feel welcome

Hello, the appointments are conducted in a pleasant manner and the clinical staff who work here are very competent. I would recommend this practice to others. The approach is professional and thorough, and the treatment provided is of good quality. The reception team are also welcoming and helpful. Thank you very much

Quiet practice with minimal feedback

No comment is best

Phone lines answered quickly and appointments available

Excellent practice with responsive phone services that arrange appointments promptly, often on the same day if required. Minimal waiting times and staff who are professional and helpful. I would suggest this surgery to others.

Reception staff made booking appointments straightforward

I am very impressed with this surgery - both with the reception staff and the clinical team at this GP practice in West London. I usually attend appointments with one particular clinician, and I am very happy with the care I receive. They always provide good solutions and advice, and demonstrate excellent experience and competence. The surgery has a large patient list and still they allocate sufficient time for me when I book appointments. All the clinicians are charming, efficient and competent. I feel I am receiving care from highly capable professionals. They listen carefully and they investigate any potential concerns that could develop into something more serious. I would give them the highest rating. From a very satisfied patient.

Friendly reception made the visit pleasant

Excellent

Reception staff weren't very helpful

The reception team were not as helpful as I would have hoped.

Repeat prescriptions harder than they need to be

I have been a patient at this practice for some time. While I would consider myself a committed patient, I have never felt entirely content with the service. The practice does provide assistance when I need to request repeat medications. I make a point of submitting my requests with plenty of notice in advance. Despite this, the process seems unnecessarily complicated. I find that my local pharmacy is considerably more helpful and straightforward. I am seriously considering switching to a different practice.

Prompt service and welcoming reception

Efficient, courteous, and friendly.