A GP receptionist in Ealing has allegedly forgotten to book vital doctors appointments for one patient, an NHS report has revealed. This comes as patient feedback has branded Ealing GPs as some of the worst in West London.

A report conducted by the North West London Integrated Care System (ICS), ahead of an Ealing Council meeting on Wednesday (November 30) has shown that residents are feeling more unhappy with GP services following the Covid pandemic. Data collected by the ICS shows an increase in negative comments from the beginning of 2019 to 2021. 

Over the past two years, people using Ealing GPs had the highest percentage of negative reviews for customer service and booking appointments compared to neighbouring boroughs of Hounslow and Hammersmith and Fulham. Many patients expressed frustrations with booking appointments, the overall availability of appointments, and accessing their GP surgery via telephone.

One patient, who is anonymous in the report, said a receptionist has repeatedly forgotten to book their appointments. They said: "The receptionists are utterly unprofessional. 

"Fourth time that I booked appointments with the doctor and when I turned up they said you haven't been booked and whoever answered the phone didn't book you in. I can understand if is a one-off but unfortunately, it becomes normal and I don't think it is really ok to treat a patient like that."

The problems do not reflect every GP practice in the borough, as another family said: "We've been using this surgery for over 11 years now and never had an issue. Doctors and nurses are well-qualified, professional, friendly and helpful. 

"Receptionists [are] always polite and friendly. Booking [an] appointment is easy and we always get a choice to get one more suitable to our work routine. Highly appreciated and recommended practice." 

Ealing GPs also received the most negative feedback around staffing amongst the three boroughs. There are 71 GPS across Ealing, but the borough as a whole has fewer GPs and nurses per 100,000 patients compared to the average for North West London. 

But, the borough did have the highest amount of positive feedback for patient choice and access to services. Patients across the borough also praised the "positive attitudes" of staff members. 

In 2017, the ICS launched the 'Ealing Standard' which provides GPs with a framework to improve care. As a result, they say patients have experienced improved access, better health outcomes and more resilient GPs since.

The ICS has said it will develop an 'Access Standard' which will require GPs to have a cloud-based telephone system and measures to improve patient access and booking systems going forward.

A spokesperson from North West London ICS said that primary care, like GPs, are under 'significant pressure. They said: "The Health & Social Care Standing Scrutiny Panel Appendix outlines in detail the challenges faced by primary care, and the actions that we are taking forward to address them. 

"North West London ICS is continually reviewing new ways of working that improve healthcare access for patients whilst taking into account the significant pressure our primary care workforce is currently under."

The issues above will be discussed by councillors at The Health & Social Care Standing Scrutiny Panel meeting on Wednesday, November 30