Preston Road Surgery

I think a 1.9 overall review for this surgery is pretty harsh- I don't think any surgery is that great but this one is definitely not one of the worst. For one, I think its the friendliest doctor's surgery as far receptionists are concerned- they really try their best where they can. I like most of the doctors too. Unfortunately I think they fall down on the phone appointments. I'm still waiting for a phone call having filled the form in almost three days ago, despite the form saying you'll hear by 6:30pm the next day. This isn't the first time this has happened either. But I do think its a fairly good surgery despite this.

Brilliant service and treatment given to me by Dr. Rogers. She was polite, courteous and was very considerate and understanding given my circumstances. The receptionists were also helpful and made sure I was seen quickly.

I think 1 Star is too much. they never respond to your E consult . You need to constantly email , call and complaint and they might answer you with a very generic answer.

In my entire life I never seen si much unprofessionalism . Just shocking!!

Brent Council and NHS should open an investigation on how this surgery is managed.

Editing review about GP, few years ago was completely disaster was impossible to get a call or appointment.
For the past year this gp practice has improved a lot, always get help whenever needed. They always call me back and give referrals.
Thank you for such a great improvement

I have been hold the line from 8:30 to 8:57 they haven’t answered my call. They were keep advertising for physiotherapist. I have two young children who couldn’t sleep last night because of the cough and high temperature.And corona is a good excuse for them. If you really scare why did you become doctor and nurses. The people on the front line do you think they don’t have family or they are not scared . I think they have to change the way they are treating people.

This GP surgery has deffinately improved within the last few years. I've been coming here my whole life and it's been a disaster in the past. Yes, you will be left waiting in the phone queue for half an hour but what GP surgery isn't busy now adays? It takes a while for them to call you back after an Econsult but in urgent matters they are quite quick and efficient. The Dr's are all very good.

The reason I am writing this review however is to praise Raquel, the amazing receptionist who goes above and beyond to help everyone. She's polite. Kind. Super helpful. And just so pleasant. I feel because of you the surgery is a different place! Thank you for always been so helpful!

Unfortunately, it is a mission to have a telephone or have a face to face appointment with a GP. They hand out 3 hour slot for a telephone appointment (therefore they expect you to be on your phone constantly so you don't miss the call - can't even go to the toilet unless you want to miss your call). If you miss your call, and even call back straight away , you back in the waiting list again and another 3 hour slot window is handed to you for another day. This system is so inefficient - you could keep missing calls and take months to just speak to a GP over the phone. This could lead to not diagnosing a problem on time. It is per CQC guidelines to ensure a suitable time is provided to the patient. A 10 min slot would be more efficient - don't understand why this isn't the case - like it was pre-covid. You get a specific time - and not a huge window. Hugely disappointing - and lack of efficient allocation of resources. One of the questions raised by the CQC to GP practices is 'What are your arrangements for clinician call-backs (including online and video) i.e. specified time/date offered to patient? How do you ensure patients are not missed or lost through this arrangement?' - from their current process they would massively fail.

I Been with them for few years, they have never answer on the calls, I never get easy an appointment with them, bad services, bad communication, not professional staff at all..

before I write this I tried to contact them on many way, last one through the door pill and I waited outside in cold time about one hour every time said (wait a moment) in the end I saw the doctor going out and I tried to talk to him about my case but he didn't care at all, I told him do you like see negative feedback, he said I don't care, they are shame on NHS.
Is there any way to complain against them??