Patient Experience Summary

Patient feedback reveals a significantly divided experience at this practice, with marked inconsistency across service areas. Medical staff, particularly doctors, receive consistent praise for attentive listening, thorough consultations, and comprehensive care approaches. However, reception and booking services present substantial challenges that dominate negative feedback. Patients report persistent difficulties with appointment access, including restrictive calling windows, extended hold times, and unresponsive phone systems that disconnect or ring endlessly. Registration processes have created frustration, with patients describing confusing procedures and repeated document requests despite prior submission.

Reception experience emerges as the primary concern, with multiple reports of unhelpful, dismissive, and discourteous staff behaviour during phone interactions. Some patients describe feeling unwelcome when attempting to book appointments or seek basic assistance. Communication breakdowns have worsened since operational changes, with email inquiries going unanswered and no interactive phone menu available. Conversely, positive reviews highlight courteous reception staff, supportive interactions, and efficient service when patients do connect with the practice.

Waiting times for non-urgent consultations are acknowledged as lengthy but accepted by some patients as a trade-off for comprehensive care quality. The practice demonstrates capability in urgent same-day appointments and maintains a welcoming environment for diverse patient groups. Overall, the service quality appears heavily dependent on which staff member patients encounter and which service pathway they navigate, creating an unpredictable experience despite strong clinical care.

Appointment

48.57 %
Poor

Reception

45.28 %
Poor

Cleanliness

75.00 %
Great

Care

72.14 %
Great

Respect

52.86 %
Average

Seen on time

54.29 %
Average

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AQ

Aki Q. Google 8 months ago

Rating

Excellent!

Long-time patient loves this caring surgery

I've been a patient at this medical practice for more than half a century, witnessing its evolution through various doctors and changes. I can confidently say that the service has consistently improved over time. I'm truly grateful to the doctors and staff for their exceptional helpfulness and professionalism in providing guidance. Booking appointments, whether immediate or in advance, has always been convenient. As I age and face numerous health challenges, I'm reassured by the quality of care I receive. The doctors are thorough in their referrals, and the medication recommendations are always accompanied by valuable advice. I extend my heartfelt appreciation for the outstanding work they continue to do.

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SR

Saeeda R. Google 8 months ago

Rating

Excellent!

Caring doctors helped me through my health concerns

I am extremely satisfied with this surgical center and the medical professionals I've encountered. Dr. Goel and Dr. Johal, in particular, stand out for their exceptional care and comprehensive approach to addressing my medical concerns. Their thoroughness and expertise have truly impressed me, and I wholeheartedly recommend this facility to anyone seeking top-quality medical treatment.

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DM

Donna M. Google 8 months ago

Rating

Great!

Years of Reliable Support

I've been thoroughly satisfied with the consistent quality of service I've received throughout my time as a customer.

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BP

Barbara P. Google 8 months ago

Rating

Excellent!

Doctors Who Really Helped Me Heal

I'm truly grateful to the medical team for providing exceptional care that far surpasses my previous surgical experience. The level of service was outstanding, and I couldn't be more pleased with the treatment I received.

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NM

Nabilah M. Google 8 months ago

Rating

Excellent!

Caring Doctor Who Really Listens

Dr. Goel is an exceptional physician who consistently demonstrates attentive listening and provides invaluable assistance. I feel incredibly fortunate to have always received top-notch care from this remarkable medical professional.

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AA

Ariana A. Google 9 months ago

Rating

Excellent!

Trusted Surgical Care for Four Decades

I've had absolutely no complications with this surgical procedure throughout my four-decade journey, and my experience has been entirely positive from start to finish.

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DD

Dean D. Google 9 months ago

Rating

Excellent!

Quick Help When I Needed It Most

I urgently needed a medical consultation and was thoroughly delighted with my experience. The phone was picked up promptly, the front desk staff was warm and accommodating, and I successfully secured an appointment for the same day. Upon arrival, my wait time was minimal. The physician was incredibly professional, providing a comprehensive and clear explanation of everything. Truly exceptional care from start to finish.

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CM

Casil M. Google 9 months ago

Rating

Excellent!

Super Friendly Staff at My Local GP

The staff at this medical practice are exceptionally compassionate and supportive, making it hands-down the most positive primary care experience I've ever encountered! Their approach is both attentive and forward-thinking!

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BB

Bamber B. Google 9 months ago

Rating

Excellent!

Friendly GP Practice with Great Staff

Dr Shah stands out as the most exceptional general practitioner I've encountered in London. The entire reception team is incredibly warm and friendly. Booking appointments is relatively straightforward, with wait times typical for the city. The practice is notably inclusive and supportive of transgender and LGBTQ+ patients.

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ST

Sam T. Google 9 months ago

Rating

Bad!

Booking Frustration at Otherwise Nice Practice

Scheduling appointments is incredibly challenging here. They desperately need to implement an online booking platform. Despite this frustration, the doctors are wonderful.

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TP

Tyrique P. Google 10 months ago

Rating

Excellent!

Great Care for My Diabetes and Stomach

After switching to this medical practice, I've finally received the comprehensive care I was seeking. They've been instrumental in managing my diabetes and addressing my digestive concerns. The staff is consistently courteous and welcoming. I confidently endorse this healthcare facility to anyone looking for attentive medical support.

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X;

Xxgacha_zsquad ;. Google 10 months ago

Rating

Excellent!

Friendly and Reliable Customer Support

Always dependable and ready to help when you need it most. A reliable companion that consistently delivers and supports you through thick and thin. Whenever a challenge arises, this service steps up without hesitation, proving itself to be a trustworthy ally you can count on.

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AS

Aidan S. Google 10 months ago

Rating

Excellent!

Quick and Reliable Medical Care

Scheduling a visit here has never been a problem for me. The medical professionals are highly competent, and each consultation is thorough and satisfactory. - S. Uddin

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RH

Rayan H. Google one year ago

Rating

Excellent!

Helpful Staff Got Me Through It

The staff demonstrated remarkable empathy and professionalism. Truly outstanding.

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HR

Holly R. Google one year ago

Rating

Excellent!

Quick and Thorough Repair Job

Incredibly competent and supportive assistance. Extremely comprehensive and detail-oriented.

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KK

Kanujan K. Google one year ago

Rating

Excellent!

Friendly Staff Helped Me Feel Calm

My surgical procedure went smoothly, and the medical staff were truly exceptional. I cannot speak highly enough about this facility and would enthusiastically endorse it to others.

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A

Anonymouse one year ago

Rating

Poor!

  • Appointment

    Bad
  • Reception

    Bad
  • Cleanliness

    Average
  • Care

    Great
  • Respect

    Great
  • Seen On Time

    Bad

Make receptionist

One male receptionist doesn’t have a clue about anything- needs some serious training . As my or manager lol it’s the dr. Reception manager is hood if you can get yo speak to her.

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LA

Lm A. Google one year ago

Rating

Excellent!

Quick and Painless BCG Shot at Clinic

I visited this clinic to receive a BCG vaccination. The reception staff were welcoming and directed me to wait in the seating area. I was called for my appointment promptly, and the nurse who administered the vaccine was exceptionally kind and put me at ease. I would gladly suggest this medical facility to others. Although this isn't my regular healthcare provider, I would seriously consider switching if I were dissatisfied with my current practice.

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AK

Ashar K. Google one year ago

Rating

Excellent!

Best Surgery in Waltham Forest by Far

I'm puzzled by the low ratings for this medical practice, as it's arguably the top surgery in Waltham Forest. (And I've experienced several) The reception team is exceptionally supportive and consistently eager to provide outstanding service. Moreover, they offer a nightly emergency clinic where individuals with serious health concerns can secure same-day appointments. (A rarity in this area) Regarding the physicians, they are truly extraordinary. Dr Rafeeq and Dr Qudsia, in particular, are young professionals who genuinely prioritize patient care and consistently exceed expectations. They meticulously listen to patients' concerns, dedicating time to comprehensively understand issues and propose comprehensive solutions, rather than delivering perfunctory treatment.

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SS

Sid.tweety S. Google one year ago

Rating

Excellent!

Supportive Team Helped Me Through Mental Health Journey

My experience has significantly improved after Dr. Zadoo and Dr. Gurtu's departure. The new medical staff are truly exceptional. Having been their patient for several years now, I appreciate how they consistently provide a welcoming environment and genuinely listen to my concerns, which is their most commendable quality. I'm not just praising one individual; the entire team works collaboratively and demonstrates remarkable helpfulness. Of course, the patient's approach also influences the quality of care received. While appointment scheduling still requires some enhancement, the receptionist Maham stands out as outstanding - she is incredibly kind and supportive. As someone navigating complex mental health challenges, I've found immense encouragement from both the staff and doctors, with Dr. Goel being particularly noteworthy. I am profoundly grateful for their compassionate care and support.

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About the GP

  • Verified GP
  • Accepts all feedback, both positive and negative.

Contact Information

  • 020 85391663
  • The Lyndhurst Surgery 53 Lyndhurst Drive Leyton London E10 6JB

Patient Experience Summary

Patient feedback reveals a significantly divided experience at this practice, with marked inconsistency across service areas. Medical staff, particularly doctors, receive consistent praise for attentive listening, thorough consultations, and comprehensive care approaches. However, reception and booking services present substantial challenges that dominate negative feedback. Patients report persistent difficulties with appointment access, including restrictive calling windows, extended hold times, and unresponsive phone systems that disconnect or ring endlessly. Registration processes have created frustration, with patients describing confusing procedures and repeated document requests despite prior submission.

Reception experience emerges as the primary concern, with multiple reports of unhelpful, dismissive, and discourteous staff behaviour during phone interactions. Some patients describe feeling unwelcome when attempting to book appointments or seek basic assistance. Communication breakdowns have worsened since operational changes, with email inquiries going unanswered and no interactive phone menu available. Conversely, positive reviews highlight courteous reception staff, supportive interactions, and efficient service when patients do connect with the practice.

Waiting times for non-urgent consultations are acknowledged as lengthy but accepted by some patients as a trade-off for comprehensive care quality. The practice demonstrates capability in urgent same-day appointments and maintains a welcoming environment for diverse patient groups. Overall, the service quality appears heavily dependent on which staff member patients encounter and which service pathway they navigate, creating an unpredictable experience despite strong clinical care.

Appointment

48.57 %
Poor

Reception

45.28 %
Poor

Cleanliness

75.00 %
Great

Care

72.14 %
Great

Respect

52.86 %
Average

Seen on time

54.29 %
Average
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