Walm Lane Surgery

Receptionist went the extra mile for me

I had a positive interaction with the reception team today, and they provided excellent assistance. The staff member I spoke with was very attentive and went out of their way to help address my concerns. I was genuinely grateful for the level of support I received.

Long-term patient appreciates consistent kindness from staff

I have been attending this practice since birth and am now in my middle sixties. I can genuinely say that every clinician I have consulted with has demonstrated genuine helpfulness, kindness, and thoughtfulness. While no healthcare professional or patient is without fault, I have not experienced any difficulties during my time here. Healthcare providers face pressures and fatigue similar to anyone else in demanding roles. Would I recommend this practice? Absolutely, without hesitation.

I wouldn't recommend this GP

I have been waiting for over a month for a prescription, and the communication from the surgery has been very poor. It has been difficult to get clear information from either the doctors or the reception team, and staff often seem unable to access or understand the notes on my record. Instead of receiving clear guidance, I have felt passed from one person to another without anyone taking responsibility. Overall, the service has been frustrating and disappointing.

Supportive staff who took time to listen

The team demonstrated excellent support and courtesy throughout my visit. They were consistently willing to assist and I found all the guidance they offered to be valuable. I am very grateful for the care provided.

Quick appointment and actually listened to concerns

Excellent experience, efficient and competent service delivered in a courteous manner. The healthcare provider listened attentively to my concerns and treated them with appropriate consideration. This represents a noticeable improvement compared to my previous practice.

Thirty years of consistent care and support

It was difficult to depart from my long-standing relationship with the practice following my relocation. Throughout my many years as a patient, the care and service provided have consistently been of a high standard.

Quick appointment when I needed one

I genuinely don't understand the negative feedback I've seen. When I was dealing with a serious illness, I was able to secure an appointment without much delay. The registration process was straightforward and efficient. The reception team were extremely welcoming and supportive, and the clinical staff provided helpful assistance as well.

Difficult to book appointments by phone

I have had a frustrating experience when attempting to schedule an appointment. The booking process requires multiple phone calls, and the reception staff frequently provide varying explanations for availability issues.

Phone lines impossible to get through on

Please shut down this practice immediately. I would strongly advise against attending this GP surgery if you value your time. Contacting them by telephone is extraordinarily difficult, and even straightforward requests like obtaining a medical certificate become unnecessarily complicated due to the severe shortage of available appointments. It appears that only a very limited number of consultation slots are made available each session, and once these are filled, no further appointments can be booked. There seems to be no willingness to adapt arrangements or find alternative solutions, with patients simply being told to contact the practice again the following day as though their schedules are flexible enough to accommodate this. It is quite remarkable that an essential healthcare service can function in such an ineffective manner. I apologise for any unclear expression, but the standard of care provided here is deeply unsatisfactory.

Felt unheard and steered toward unwanted outcomes

I'm sharing this review based on my own experience attending this practice. I felt that the standard of care I received fell short of what I would expect. I experienced what I believe was an incorrect assessment regarding a mental health concern, which has significantly affected me. This situation led me to have doubts about the expertise and decision-making processes involved in my treatment. I also noticed what appeared to be a recurring issue with clinical staff departing from the practice following instances of substandard care, which raises questions about the reliability and oversight of the service provided. Furthermore, my overall experience with patient management was disappointing. On several occasions, it seemed that practitioners were using their professional authority to influence patients toward particular treatment pathways or referrals that may not have aligned with what would be most beneficial for the individual patient. This undermined my confidence in the practice, particularly when such decisions appeared to correlate with potential financial considerations, which I felt was reflected in my NHS records. Based on my experience, I would not recommend this practice to others. I have since registered with another GP practice.

Couldn't get through on the phone

Unsatisfactory experience.

Phone prescriptions available for older patients previously

I have generally had positive experiences with this practice. When I experienced significant weight loss, the clinician appropriately raised concerns and arranged comprehensive testing including blood work, which fortunately returned normal results. The practice has been helpful for my elderly relatives, previously allowing repeat prescriptions to be managed by phone for patients over a certain age, though this arrangement has since changed and now requires in-person visits. I was able to obtain a same-day appointment during an earlier period and received prompt clinical attention when needed. However, I have had some less satisfactory recent visits. During one appointment, I was not referred for physiotherapy despite the practice having this service available on-site, and I felt there was insufficient time to discuss my sleep concerns, leaving without any support or solutions. I understand that another clinician had previously indicated physiotherapy referral would be possible. On another occasion, the appointment ran behind schedule, which meant my consultation was considerably shorter than standard, limiting the opportunity for thorough discussion. On a positive note, the practice demonstrates good responsiveness regarding mental health matters, with direct communication channels to mental health services for patients who need this support.

Felt rushed and not properly listened to

During my recent visit to the clinic, I had a disappointing experience. The care I received fell short of the standards I would expect from primary healthcare. The healthcare professional did not communicate in a warm or respectful manner and did not appear to listen attentively to what I was sharing. As a patient, I anticipated being treated with empathy, patience, and genuine care. Instead, I felt hurried and overlooked, and my concerns—both physical and emotional—were not adequately explained or properly addressed. A primary care professional should dedicate time to hearing patients' concerns, addressing any medical uncertainties, and offering reassurance in a supportive and compassionate way. Unfortunately, this did not occur during my appointment. The professional's demeanor left me feeling uneasy and distressed rather than reassured and supported. Healthcare staff have a duty to approach every patient with kindness, respect, and dignity. Patients often arrive feeling anxious or unwell, and they are entitled to compassion and clear communication throughout their care. I believe that the approach taken during my visit needs to be improved to ensure all patients receive the care, respect, and understanding they deserve. I trust that this feedback will be considered carefully so that subsequent patients have a better experience and receive the quality of care and support they are entitled to.

Reception staff made me feel welcome

AN EXCELLENT MEDICAL PRACTICE THAT DELIVERS OUTSTANDING SERVICE, PARTICULARLY FROM THE WELCOMING MEMBER OF THE RECEPTION TEAM.

Easy to book appointments when needed

It's my neighbourhood GP practice. Appointments are relatively straightforward to obtain, with urgent cases seen promptly and routine consultations typically available within the same day.

Reception staff were friendly and helpful

I attended my local surgery today and received excellent care from the clinical staff. The reception team were also welcoming and supportive. I'm very grateful for the service provided.

Staff listened carefully and took their time with me

One of the finest medical practices in London! I have been a patient at this surgery for the past 23 years. My family members and I feel extremely fortunate to be registered here. The clinical team and support staff consistently demonstrate politeness, helpfulness and professionalism. I would like to highlight several aspects of my experience. One particular clinician stands out for their extensive experience, strong work ethic and modern clinical approach. They are notably thorough, create a comfortable environment for patients to discuss their concerns, listen carefully and take appropriate action. Importantly, they do not rush appointments, taking sufficient time to ensure the right decisions are made for patient care. Another experienced clinician has demonstrated exceptional knowledge, compassion and kindness. Their level of duty of care is remarkable, including follow-up contact after consultations to check on patient progress—something rarely seen in general practice. Over the past couple of years, I have attended frequently due to family health matters requiring regular appointments. One clinician in particular has impressed me greatly with their professionalism, courtesy, composure and genuine connection with patients. They demonstrate profound empathy, attention to detail, helpfulness and a distinctly positive demeanor that sets them apart. The reception team are consistently pleasant, supportive and calm, managing high volumes of unwell and anxious patients with unfailing politeness and respect. They provide excellent customer service despite the demanding nature of their role. Overall, appointment availability is good, staff are helpful, and clinicians are effective and knowledgeable. I am very satisfied with this practice and wish all team members continued success in their careers and personal lives. I am genuinely pleased to be a patient here.

Quick appointment booking made the difference

I'm really appreciative of the entire team at the practice. My child received prompt attention thanks to the helpful reception staff and the attentive, efficient clinician. Everything went smoothly, and I'm very grateful!

Dismissive attitude when discussing thyroid concerns

The healthcare professional displayed a manner that felt dismissive and unprofessional during my visit. When I requested a blood test related to my thyroid condition, they appeared unfamiliar with my request and questioned why I needed testing here if I had medical care elsewhere. I clarified that I was now residing in this country and wished to establish ongoing care locally, but instead received a prescription that seemed unrelated to my actual concern, which felt inappropriate and frustrating.

Helpful receptionists made the difference

I believe the entire staff at this practice are wonderful. The front desk team consistently demonstrate helpfulness and support. The clinical professionals are equally impressive.