Dr R Kapoor - Dr Kapoor & Partner - Leyton Healthcare

In terms of doctors and nurses my experience has been mostly brilliant, but the customer service on reception is bad. There seems to be someone helpful and friendly on reception now, which I hope is a sign of the direction they're taking with their recruitment, but mostly my experience has been receptionists not listening, sounding annoyed that I have even called and 40% of my calls being cut off before I've been able to speak to anyone. I'm not exaggerating when I say 40% either. It is very nearly half of the time and has been an issue there for the last 2-3 years. As many others have said, this surgery needs to really work on the customer service, and it seems like there are 2 issues. I suspect staff are not properly trained on the use of the phones and the call-waiting system, and that they are fed up of patients. I'm not sure what they can do about the latter for the staff themselves' sakes, but they definitely need to let customers explain before they interrupt, and they need to try to sound less annoyed with us calling.

The receptionist who refused to give me her name was extremely rude. She had a very unwelcoming manner, I explained to her my mums medicine has not arrived and the doctor explained we need to get a new prescription but she refused and explained the medication had arrived? How is that possible if the medication is out of stock everywhere? After calling the pharmacy to confirm that it is not there and asking for her name she magically explained the notes were confusing and intact we were right.
The rude manner was extremely unnecessary especially if I approached with a positive manner.
How do I make a formal complaint?

The receptionist is quite unprofessional and doesn't adhere to basic guidelines as she ought to. For a simple repeated prescription, the wait time to be scheduled for a doctor's telephone consultation is about three weeks. This is ridiculous.

I'm sorry, used to be soo good. Now absolute disaster. I think there is no such thing as NHS service in UK anymore. I had to stop taking my repeat medicine abruptly because of total inability to issue the repeat prescription.Now I called several times, pharmacy also called. Zero effect. Wonder.what to do now ?

The receptionists most of the time are rude and very sensitive, answering like a robots.
As doctors don’t want to see patience face to face any more, at least they should ring twice when you are waiting for a tel consultation more than 3 weeks. This practice make only one phone call and they feel they did fulfilled their duty, what about a sick patient on the other end. App are booked for 10 min, phone call will take only 30 sec when not answered. So they should at least called twice, give people a chance. Such a waste of time .

Just spoke to the rudest secretary. Unwilling to help and very condescending. After I said that I had rashes all over my body she laughed and said, "well yeah rashes are on the body". Joking about the health and condition of patients is truly disgusting. How can someone like that work in healthcare is beyond me!

Dr and practitioners here are trying to kill you. Having breathing problems but Dr's have stopped signing off inhaler. Suspected cancer and two weeks after notifying the doctor still waiting for a letter for a mammogram. Mother has mental health problems, they refused to sign off regular medication in a blister pack. You have to regularly call to get them to sign off normal medication. Awful service and some reception staff rude. Long waiting times for normal appointments.

Came to have stitches removed and the nurse who saw me was amazing, when a few of the stitches weren't ready yet she managed to fit me in two days later on Christmas Eve for final removal. Been a few times since and always a fine experience!