Pembridge Villas Surgery

Apr 22nd, 2023

Mar 26th, 2023

This clinic has excellent doctors and nurses. This clinic also has poorly trained, careless, largely incompetent, sometimes downright lazy and remarkably ill-mannered reception and administrative staff. They make mistakes: many and often. But that's only part of the problem. When these mistakes are pointed out, the response is insolence and defiance. When you call the reception, you are treated as an annoying nuisance, the tone is that of petty bickering, the conversation is over when the receptionist decides it is and blithely hangs up. Practice manager, whose job, as I understand it, is to improve patients' experience, uses threat of de-listing as a method to silence complaints. I had not used Pembridge Villas Surgery for some years and, having recently returned after a long hiatus, was shocked by the decline in administrative service. I repeat, the doctors are excellent: not only knowledgeable, but extremely well-connected. Over the past two decades, they have introduced me to some of the best consultants in the country. For that, I am very grateful. But the insolence, lack of professionalism and general contempt for the patient displayed by the administrative team, if not addressed immediately, will inevitably drag the clinic down.
Mar 26th, 2023

Great service 10/10 all around amazing staff and reception
Mar 2nd, 2023

Treated me with competent the whole time, its been impossible to get the care I need. Receptionists stick to these crazy rules so they dont have to help you - call back at 4pm and dont want to add you to a doctors list. Constantly changing doctors and begging for an MRI - having to see a private rheumatologist to help get referred for MRI scan on the NHS, as the surgery were not taking it forward before x-rays (which were not needed). Very upsetting treatment from doctors who had no feeling for the pain I have been in. Complete lack of following up with scans, I had to teach the doctor how they should follow up. Really awful experience - I am moving GP now I have my scan back
Feb 15th, 2023