The Lister Practice - London

SABR 7.

I am extremely disappointed with the service from my GP practice. I called 111 and was told the GP would call me on Monday morning at 8:00am. Monday came and went — by 9:00am there was still no call, so I contacted the GP myself. Instead of helping, the call was automatically ended and I was told a doctor would call me at 11:00am.

When the doctor finally called, he told me my daughter just had a cold and flu and asked me to come in. I told him to check the NHS 111 notes because I had already explained that everyone in my household was vomiting and had a fever. He then said I would get a phone appointment by 12pm. I waited again.

When they finally called, they asked me the exact same questions all over again and then told me to come in — completely ignoring what I had already explained multiple times. I told them this appointment was supposed to be a phone consultation, not a face-to-face appointment. They then said I needed to speak to the receptionist, and that they would “let them know.”

It’s now been hours and I still haven’t heard a single update from the GP.
The lack of communication, repeated questions, mixed messages, and complete disregard for the urgency of my situation is unacceptable. I expected care and clarity — instead I got confusion, delays, and absolutely no support.

Estrella V.

Completely unacceptable treatment at this GP (not Dr Aru’s practice, but the other side).

As a parent, I am appalled by the lack of care, professionalism, and compassion shown by this surgery. Children under 2 are not taken seriously here. When my baby was unwell with a fever, vomiting, and other symptoms, I was told there were no same-day appointments and that triage was closed, even though I had been promised a call earlier in the day.

The receptionists are consistently rude and unhelpful. They shout at patients, talk over you, and have even hung up the phone mid-conversation. This is completely unprofessional and deeply distressing, especially when you are trying to get help for a sick baby.

It’s alarming that parents have to fight to be heard and beg for medical attention for infants. This surgery urgently needs to review its procedures, staff training, and attitude towards young children and their families. No parent should have to experience this kind of neglect and disrespect when seeking basic medical care.

I strongly urge NHS England to investigate this practice and ensure that children’s health and safety are treated as a genuine priority.

Jessica D.

Everytime I call the doctor surgery and I need help I always get it. KEHINDE ADENUGA always goes above and beyond for his patience of this practice and others. I feel really confident when speaking to him or leaving him to do something and contact me back because I know he is always going to contact me back and let me know what it is the surgery will do about my inquiry. Mohammad AHAD is new and he is very helpful and has a lot of patience. Thanks a lot again SD

Toki

I had a bad experience there.
I went to see a GP, i explained my problem. So the lady wrote me a referral. I was really nice and polite and stayed no more than 7 minutes.
Then i said: “can i ask you one more question related to my problem?” But she said “no you can’t, you need to leave now, other people are waiting”, i thought she was joking first, but she was actually serious..! I never felt treated that bad by a ‘so called doctor’. I felt disrespected and treated just like a number in a chain of patients. No care given at all. I will never go back to this practice. I understand now why they get so many bad reviews.

Sadia A.

I have had a very positive experience with Lister practice, staff are very professional and polite. My latest interaction was with Mohammed at reception who has on a number of occasions been very helpful and supportive. Thank you

Talita M.

Very disappointed with the service I received today.
I called the surgery to book a cervical screening appointment, which I need to do annually due to past medical history. The receptionist was extremely rude, unhelpful, and dismissive. She did not ask for my name or date of birth to check my records, and she kept interrupting me, refusing to listen to why I was requesting an appointment for next week.
I tried to explain that I am currently on annual leave and that this procedure causes me significant anxiety — which is exactly why it’s important for me to schedule it at a time when I can manage it emotionally. Instead of showing any empathy or professionalism, she cut me off and told me to “just call next week” — without even checking if there were alternatives.
I always approach staff with kindness and respect, and I expect the same in return. If someone doesn’t want to deal with patients with care, they should not be in this position. This is a medical environment, not a call centre — and basic courtesy should be the minimum standard.

Magic 4.

I have been at this practice for over 40years and I have to say the service just gets worse every year! Amongst other things the fact that now they have a stupid rule that you can only call the clinic to arrange an appointment at 8am is pathetic !! When you do call at 8 the line is engaged for ages and you cant get through anyway. Most of us are travelling to work at that time so it is a huge inconvenience and makes no practical sense at all. It would take 2 minutes to make appts by phone yet even pensioners are told to do this or go online to which most don’t even have access to online apps. My mother and father who are elderly are constantly told the same thing but I can’t be expected to set up 3 online accounts and manage all of them on their behalf as well as my own. CHANGE THIS PATHETIC RULE and allow us to contact you at any time for make appointments - it doesn’t work so change it !

Lee B.

I do not recommend this surgery failing in all areas. Failiera to informed patients of medical decisions. you can never get a appointment there the staff hang up on the phone with you without a care in the world. It looks like im on my own. I I have been trying to get a appointment for a 4 months still) no joy. Be warned some staff will hang up blaming you. Click they feel uncomfortable with your call. BANG OUT OF ORDER.