The Surgery

Rude receptionist ruined my entire healthcare experience

I encountered an absolutely unacceptable interaction with a receptionist who completely lacks basic customer service and interpersonal abilities. Her dismissive statement, "you are XX years old and can do it online," was shockingly unprofessional. If the surgical center is monitoring feedback, they will undoubtedly notice similar complaints, and they should urgently address the need to train this specific staff member in proper communication and patient care.

Worst customer service ever avoid at all costs

Their service quality is extremely subpar. Steer clear of this establishment. Zero stars. The reception staff are equally incompetent. If you were to pass away, they would simply instruct you to "complete an online consultation" and claim the doctor will contact you.

Compassionate care for my aging mother

I've always found the entire staff to be incredibly supportive and accommodating whenever I accompany my aging mother for her visits. Whether I'm scheduling appointments via telephone with the front desk or navigating through any challenges within their digital application, they consistently provide excellent assistance.

Amazing care from compassionate medical professionals

The staff here treats patients with genuine warmth and compassion, almost like relatives. My interactions with scheduling and my actual visit have been exceptional. One of their nurses, I believe her name is Lily (though I might be mistaken), is incredibly skilled and meticulous during examinations.

Terrible healthcare service avoid at all costs

Steer clear of this medical practice. I've been a patient here since childhood, and their service has steadily deteriorated. Securing a face-to-face consultation seems virtually impossible nowadays. It's been years since I last saw a doctor in person. Their e-consult system is equally problematic, frequently unavailable even during supposed operating hours. I've been made to feel like I should simply endure my medical conditions rather than seek proper treatment, and accessing their services to discuss my health concerns is incredibly challenging. This GP practice epitomizes medical negligence, and I've finally decided to switch to another practice to prioritize my well-being. I spent years unaware of necessary medication for a condition diagnosed when I was 13, with no follow-up appointments or notifications. I consistently gave them the benefit of the doubt, hoping for improvement, but nothing has changed. I resent my parents for initially registering me here and subjecting me to years of healthcare neglect and suffering. This is a brutally honest account of their service. AVOID REGISTERING WITH THIS GP AT ALL COSTS.

Terrible healthcare that fails patients completely

Absolutely terrible experience here. The staff lacks professionalism and courtesy, and their customer service is abysmal. Scheduling appointments seems impossible. Rather than focusing on genuine healthcare or preventative measures, they appear more interested in temporarily suppressing symptoms. After two decades of frustration, I'm done! I deeply miss Dr. Patel since his retirement.

Exceptional healthcare with caring staff and quick responses

Since joining The Surgery a few years back, I've had nothing but praise for their medical care. The general practitioners consistently address health queries promptly and were incredibly supportive when I needed surgical intervention. The front desk staff are absolutely delightful - always greeting patients with warm smiles! While phone lines can get congested, I'm typically able to speak with staff directly about 98% of the time, and I appreciate the convenience of handling minor medical matters through the NHS app. All in all, it's an exceptional healthcare experience!

Terrible service and discriminatory attitude towards patients

The front desk staff are incredibly discourteous. This medical practice is completely unapproachable and actively engages in digital discrimination. Their sole appointment booking method involves a convoluted online form for telephone consultations, with no option for in-person visits. People with cognitive challenges or older individuals find this process extremely difficult. When patients express their struggles, the receptionists are dismissive, making insensitive comments like "you're 52, you can handle filling out a link" - as if age precludes learning difficulties or accessibility challenges. This is without doubt the most terrible GP practice in Brent, unlike other local surgeries where you can simply call and schedule an appointment.

Disappointing medical care for persistent skin allergy

I've been struggling with a persistent skin allergy for over two months now. After scheduling an appointment, I had to wait two weeks to be seen, and despite the visit, I haven't experienced any improvement. When I reached out to The Wembley Surgery for further assistance, they simply advised me to book another appointment. Meanwhile, my skin condition continues to deteriorate, and I'm becoming increasingly frustrated with their lack of helpful care.

Confusing and frustrating customer service experience

The service is extremely discourteous, particularly from Mukta. I strongly advise being cautious and vigilant when dealing with them.

Terrible healthcare experience at this unresponsive clinic

This medical practice is absolutely dreadful, potentially the most incompetent healthcare facility I've encountered. Their initial failing is their complete disregard for patient concerns during phone interactions, arrogantly presuming they can diagnose issues without proper medical examination. Scheduling an appointment to actually speak with a physician seems impossible. The reception staff display zero empathy, presenting a cold and dismissive attitude that makes patients feel entirely unsupported. There's a total absence of follow-up care, and the entire operation requires fundamental and comprehensive improvements across multiple aspects of patient service.

Worst medical practice ever terrible service

Terrible customer support, front desk staff completely unhelpful. Getting an appointment seems more challenging than meeting the Pope! Utterly unacceptable! Even the most basic inquiries are being arbitrarily rejected! Previously they blamed COVID and lockdowns, now they're just using any excuse to avoid assisting people and doing the minimum required work!

Unhelpful medical practice destroying patient care

Very poor customer service Today 09/02/23 I had a scheduled health examination, and they abruptly canceled my appointment just as I was about to arrive, citing the following reason: - I no longer reside in ha9 but have moved to ha2, and according to their policy, I must immediately change my medical practice, despite having been with this GP for 9 years. Now I'm being forced to switch, even though I explained to the blonde receptionist that I want to stay due to my established medical history, but she insisted otherwise I've been waiting three weeks for this appointment because I'm feeling extremely unwell and barely functioning, yet she shows no concern, repeatedly telling me to change my GP as per management's rules that they no longer accept me. I continue to feel critically ill and helpless, and the blonde receptionist showed absolutely no empathy or willingness to assist me. What if I have a serious condition like cancer, and because of attitudes like yours, patients might die from delayed diagnosis and treatment?

Terrible customer service that left me frustrated

Absolutely terrible customer service! They constantly push you to handle everything online and provide zero personal assistance. The manager's behavior is equally appalling and completely unprofessional!!

Worst gp ever with rude and unhelpful receptionist

My comment was previously deleted, so I'll restate my experience. This is undoubtedly the most terrible GP practice I've encountered. The receptionist, an older white woman with short hair, is extremely discourteous and unaccommodating. Whenever you speak with her on the phone, she dismisses you with some excuse and abruptly ends the conversation. On 01/09/2022, I received an evening message at 6:30pm about booking my daughter's polio vaccine appointment. When I called the GP at 11:00am the next morning, the same receptionist informed me that September slots are completely full and advised me to call back tomorrow. This seems impossible, given they sent me a message just the previous night at 6:30pm, and the GP office opens around 9am. She clearly has no interest in helping and is intent on cutting short our interaction. This isn't an isolated incident; such behavior has been consistent since I first joined this GP practice. I cannot comprehend why this medical practice employs such unhelpful staff. These employees must recognize that we are hardworking individuals who pay our taxes promptly and deserve to be treated with basic respect and professionalism. I sincerely hope my comments are not deleted again.

Worst taxi service ever terrible customer support

Called to book a taxi for the Ed Sheeran show, and the staff member was completely unhelpful. She simply refused my request and immediately ended the call without any explanation or assistance.

Terrible reception staff fail patient's urgent medical needs

The reception staff are utterly deplorable, particularly the woman answering phone calls, who consistently displays an aggressive demeanor, constantly interrupting patients and exhibiting extreme rudeness. They demonstrate zero concern for patient needs. I've been experiencing debilitating back pain for two weeks, having been on pain medication since 2017, repeatedly requesting transfer to a hospital for proper treatment as my condition deteriorates. The medication prescribed by my GP causes such extreme drowsiness that I accidentally missed their morning call, and when I returned the call within 30 minutes to explain, they informed me I must now wait another week for a phone consultation - this after already waiting two weeks. I've been bedridden for two weeks, and all I'm receiving from the reception staff is a two-week delay for a GP phone call, followed by an additional week's wait simply because I accidentally overslept due to my medication's side effects.

Exceptional staff and service saved my day

I had the pleasure of interacting with Phil, whose service was absolutely exceptional. The experience was delightful, and he went above and beyond by assisting me in securing transportation at the last minute. Given my partial disability and significant health challenges, his help was truly lifesaving. I sincerely hope they maintain this outstanding level of care. I've been a patient at this practice for over a decade, and I'm continually impressed by their ongoing improvements. Sandra St Louis

Terrible service and rude staff stay away

Staff seem disinterested and the front desk personnel lacks basic customer service skills. I strongly recommend finding an alternative provider if you can.

Terrible service and endless waiting at this clinic

This general practitioner is absolutely the most terrible in all of London. The reception staff are incredibly unhelpful, the waiting periods are excessively long, and the entire operation seems completely chaotic. I had a scheduled consultation at 9:20, but the receptionist failed to inform the nurse of my arrival. After sitting for 20 minutes, she suddenly recalled my presence and casually informed me I would need to wait at least another 10 minutes, which was particularly frustrating after already waiting 10 days for this appointment.