Walm Lane Surgery

Reception team showed genuine care for mum

The reception staff demonstrated genuine care and attentiveness during our visit today. The clinician who consulted with my elderly mother provided excellent care and support. This is a good practice that consistently meets my mother's healthcare needs. We are very grateful for the service provided.

Receptionists were kind, but doctors didn't listen

The reception team here demonstrated genuine warmth and courtesy, which compared favourably to other healthcare facilities I've attended. However, my interactions with the clinical staff have been disappointing. I previously received care from a highly regarded clinician at another practice who provided excellent support. Unfortunately, that clinician moved on to another role, and since then my experience has declined significantly. I feel the current team lacks understanding of my specific health needs and has been unhelpful in managing my condition. I was particularly concerned when certain medications were discontinued without appropriate investigations being carried out first. This has made coping with my health challenges considerably more difficult. There was one clinician here who did provide valuable assistance, but they are no longer available. I would suggest this practice may be more suitable for those with minor health concerns, and I would hesitate to recommend it for more complex medical needs. I intend to seek care elsewhere. I believe there should be stronger oversight of clinical staff performance within the NHS to ensure consistently high standards. The reception staff deserve recognition for their professionalism and deserve a positive rating.

Always been treated well here

The practice appears to receive considerable criticism from some patients, though my own experiences have consistently been positive.

Reception staff were genuinely courteous and helpful

I cannot express my gratitude strongly enough for the outstanding care and compassion I have experienced since becoming a patient at this practice. The clinical team has been remarkably supportive and the treatment I have received is of excellent quality, delivered with a genuinely personal touch. During these challenging times when the practice is under considerable pressure, the administrative staff consistently demonstrate courtesy and helpfulness, and I feel fortunate to be registered here. The entire team merits the highest commendation and I am deeply appreciative of their efforts. Thank you for your commitment and dedication; I am truly grateful.

Concerns raised about staff qualifications

Can someone verify the credentials of the healthcare professional I saw?!!

Practice made me feel genuinely welcomed and heard

A clinician at this practice has provided exceptional care for me over many years. When I relocated from abroad to the UK, which was initially daunting, they made me feel genuinely welcome and supported throughout the transition. They consistently demonstrated kindness, empathy, and attentiveness, never making me feel hurried and always showing genuine care. I am relocating and will need to find a new GP, but this clinician has truly been outstanding. The administrative staff and entire team have also been consistently wonderful and supportive, and I am very grateful for all they have done.

Impossible booking window and minimal appointment slots

The appointment booking window to call for a routine visit is extremely narrow, lasting only 15 minutes (8.45-9.00 am), and in practice appears to be even shorter as the queuing message rarely comes through before 8.50 am, with a busy signal beforehand. The available appointment slots are severely limited, with roughly 4.5 hours of availability per day at most. While this may be known in advance, it makes the practice highly inconvenient, particularly as these 4.5 hours are split across two separate time slots daily. There is a notable lack of continuity in patient care and minimal personal connection. Most appointments are with different clinicians, though occasionally (around 25% of the time) you do see your assigned GP. It is unclear how this differs meaningfully from a walk-in centre or hospital, which at least offer the flexibility of dropping in without advance booking. Appointment availability typically extends one to two weeks or longer for non-urgent matters. When seeking a straightforward referral for a blood test related to an ongoing health condition, following guidance from a specialist already involved in my care and documented in my medical records, I was informed I would need to wait over two weeks for an appointment despite explaining the circumstances. Over the years, the practice has only contacted me once, to confirm I remain in the country, despite my reaching out to them multiple times during the same period. During a particularly severe weather event that disrupted the city for several days, I arrived 11 minutes late for an appointment booked 10 days prior, having left work early and allowed extra travel time. Despite my politeness, the receptionist informed me after a brief wait that the appointment had been forfeited and the clinician was no longer available. I will not be returning and intend to share this experience with others.

Reception staff made appointments difficult to book

This experience has been extremely frustrating. The reception team has not met expectations. The clinical approach taken has felt unhelpful, with concerns that treatment has been limited to medication management without addressing underlying issues. There are also concerns about the quality of communication and whether genuine progress is being made with care. The practitioners who are considered senior at this practice have not provided the level of support needed. A previous clinician who worked there was also not effective, and their departure has left questions about the quality of care provided. A significant concern is that medical records appear incomplete and inaccessible to the practice team, which raises questions about the standard of record-keeping and organisation. There is frustration about the lack of specialist referrals being offered when needed, and only symptomatic treatment appears to be available. Overall, this practice does not feel like it is delivering appropriate NHS care standards, and there are serious doubts about whether it is operating as a legitimate healthcare provider. The experience has been concerning enough to warrant caution before choosing to use this service.

Friendly reception staff made all the difference

This is the finest medical practice I have experienced in London. The front desk staff are exceptionally kind and courteous, and the clinical team are outstanding!

Easy to book appointments and friendly staff

I have been attending this practice for a year and have consistently received excellent care. I have experienced no difficulties in booking or attending appointments, or with the examination process. The clinical staff demonstrate strong expertise and the reception team are friendly and welcoming.

Helpful receptionists made me feel welcome

The front desk team consistently demonstrates helpfulness and understanding, and my interactions with the clinical staff have been consistently positive and compassionate. I was apprehensive about registering with a new practice after relocating, but I feel fortunate to have found such a welcoming healthcare provider nearby. I'm grateful for the support provided by everyone at the practice and truly value the service you offer.

Reception staff were genuinely caring and kind

The reception team demonstrated warmth and compassion. The clinical staff were outstanding and consistently attentive to my needs. I appreciate the care provided.

Reception helpful but clinical judgement felt dismissive

The reception area provided a pleasant experience with helpful information materials. However, I had a concerning encounter during my appointment this morning for cervical screening. The clinician who saw me made assumptions based on a leaflet I was holding, suggesting that my symptoms were psychological rather than valid. This felt dismissive of my concerns. The clinician also asked personal questions about my family circumstances and seemed to make presumptions about my relationship status and life choices. I felt judged rather than supported during what should have been a straightforward clinical appointment. I would appreciate if staff could focus on providing care without personal commentary or assumptions about patients' circumstances and decisions. Thank you.

Friendly staff made a lasting impression

I have been a patient at this practice for several years and have generally found the team to be approachable and supportive. Now that I am abroad, I look back on my time there with fondness and appreciate the care I received.

Receptionists have always been helpful and friendly

I have been attending this practice for over two decades now. Throughout my time as a patient, the reception staff have consistently demonstrated helpfulness whenever I have visited.

Staff were patient and genuinely supportive

The team has demonstrated considerable patience and kindness throughout my visits. The clinical staff have provided excellent support with my healthcare needs. I am satisfied with the care I have received at this practice.

Always helpful and genuinely listens to concerns

The practice has consistently provided me with good care and made genuine efforts to assist me whenever I've needed support.

Reception staff weren't helpful or polite

The reception team's manner was unwelcoming and unhelpful, with an air of arrogance and a lack of adequate training. Apart from this, the practice itself functions well.

Long waits for initial phone consultations here

I would not recommend this practice, particularly if you prefer timely access to care. Upon recently joining, I contacted the surgery to arrange an appointment and was informed that the next available slot would be several weeks away. This meant facing an extended wait simply for an initial consultation, let alone an in-person visit.

Reception staff were dismissive and unhelpful

The team's performance fell short of expectations and did not meet professional standards.