168 Medical Group

Receptionist dismissed serious symptoms without doctor review

If I could give zero stars I would. My elderly mother was previously a patient here but thankfully I have moved her elsewhere. The level of care she received from this surgery is deeply concerning. She was extremely unwell at home and contacted the surgery requesting a telephone consultation or home visit because she felt too ill to attend in person due to mobility difficulties and a severe headache affecting her concentration. She was told by reception staff that her symptoms suggested a viral illness and to remain at home, with no doctor available for a visit, and to call back if she didn't improve. When she called the following day and described her symptoms again, reception staff suggested a particular condition. I was troubled by the fact that non-clinical staff were offering diagnostic suggestions. A clinician subsequently called and offered the same assessment, prescribing medication accordingly. I collected the medication from the pharmacy below the surgery. When I delivered the tablets to my mother, I could see she was quite unwell and her mobility concerns worried me. I attempted to contact reception by telephone but was unable to speak with anyone, so my mother had to call again to explain her symptoms. The staff dismissed her concerns as consistent with the earlier suggestion and did not escalate the matter to a doctor. I stayed with my mother that morning and by early afternoon, concerned about her worsening headache and a new symptom affecting her eye, I called 111. A consultant assessed her and an out-of-hours doctor visited. Based on what I observed, I expressed concern about a possible serious neurological event, and the visiting doctor agreed this was a possibility and advised hospital attendance. We had to help my mother to my car as she could not stand independently. The ambulance response time was lengthy, so I drove her to hospital. Her scan confirmed she had experienced a serious neurological event, and in fact multiple events had occurred. She spent two weeks in hospital receiving specialist care and I am grateful she recovered. I feel the surgery failed to provide adequate assessment and follow-up despite the concerning symptoms my mother reported. I have since moved my mother to another practice and they have provided excellent care.

Staff went above and beyond with kindness

I've never had a negative experience at this medical centre. The staff consistently go above and beyond, demonstrating genuine kindness and care in every interaction. The clinician I've been seeing has been exceptional, providing thoughtful support and patience throughout my recent visits. I'm very grateful for the level of care received. This is an outstanding practice, and I'm very appreciative.

Nasty spiteful little people - avoid at all costs.

What a horrible building full of horrible vengeful spiteful women. These buffoons are purely in the job to save money for the NHS by providing an inadequate service, providing substandard medical care and equipment which is not fit for purpose. This 'surgery' is dangerous. The receptionists are spiteful and completely untrained on mental health, and behave in an unacceptable and ablest manner. They seem to enjoy this nasty behaviour which is of major concern. Avoid this place at all costs, there are far better options available elsewhere, which employ properly trained staff.

Reception staff seemed unwelcoming to most patients

Like many GP surgeries, this one appears to be difficult to access for those without a personal connection to the reception staff.

Felt listened to and put at ease

The clinician I see has consistently demonstrated kindness, care and professionalism at every appointment. It can feel quite daunting when facing uncertainty, and they have a reassuring manner that helps me feel more comfortable. Over recent months, I've undergone several blood tests and other investigations at the practice, and I've found the nursing team to be friendly, patient and well-informed throughout.

Waited months then told to go private instead

I had a disappointing experience with the service after waiting an extended period for support. I was told that a healthcare professional would contact me, but after waiting several weeks from the expected contact date, no call came through. When I followed up to inquire about the status, I was advised to seek private treatment as the service was unavailable. The staff member suggested that contact had been attempted, though I had not received any call. When I questioned this discrepancy, the conversation became uncomfortable and was abruptly ended. Overall, I felt the service fell short of professional standards and left me feeling frustrated and without recourse.

Reception staff could be more welcoming

The receptionist did not greet me upon arrival. When I approached the waiting area, she directed me to the queue in a raised voice rather than speaking at a normal volume.

Helpful team who listened to my concerns

I have experienced a range of health concerns throughout the past six years. The clinical staff and wider team at the practice have consistently demonstrated professionalism and courtesy. They have been responsive to my needs and accommodating when I have required support with unforeseen medical matters.

Repeat prescription request left unanswered for week

I have been waiting a week for repeat medications without receiving any response after submitting my request through the designated system. I have now lodged a formal complaint as there appears to be no way to get in touch with anyone regarding this matter.

Reception staff interrupted and seemed dismissive

I received callback calls from a member of the reception team on two occasions within the past week, and on both instances I felt their approach lacked professionalism. During our conversations, they frequently cut me off mid-sentence, terminated the call quite suddenly with minimal farewell, and gave the impression of being frustrated and unhelpful. I recognise that reception staff manage numerous similar enquiries throughout each day and that peak times can be demanding, however this does not justify overlooking basic politeness and genuine engagement with callers. I am not seeking priority medical care as I appreciate the practice operates under considerable pressure, but I do believe the standard of customer service requires attention and development. I would encourage the practice to consider providing additional guidance to team members regarding appropriate telephone communication standards. Given my own background in customer-facing roles, I feel such conduct would not meet acceptable expectations in similar settings.

Reception team made me feel genuinely heard

I have been a patient at this practice for a couple of years. All the clinical staff and reception team have been consistently helpful, kind and considerate. I was previously registered elsewhere and found that experience to be quite difficult. I am very pleased to be here now and cannot express enough gratitude for how supportive they have been. They respond promptly whenever there are any concerns about potential health issues. This has been the same positive experience when bringing my young child for appointments. There is one particular clinician I remember very well. I was going through a period of significant illness, and after some initial uncertainty with another healthcare provider, I returned to this practice where I received thorough follow-up care and excellent support. I have found nothing to criticise about my experience here.

Initial assessment missed urgency despite symptoms

I want to clearly share the experience I had during my recent visit. When I first attended, the assessment involved a straightforward test and some basic evaluations, and I felt my symptoms were not given adequate consideration. Subsequently, when I attended an emergency facility, the clinician there demonstrated greater responsiveness and recognised the seriousness of my situation, indicating that an urgent referral to a specialist centre was necessary. However, when I returned to the practice, despite investigations having already been completed at both the emergency facility and previously at the clinic, I was asked to undergo additional testing and was offered an appointment several weeks later, despite this being marked as urgent. This felt inappropriate. I was unable to speak directly with the clinician, and I experienced what I perceived as discourteous treatment related to language barriers. The telephone interpretation service provided was not entirely accurate and did not convey all information clearly, which created further misunderstanding. Overall, my experience involved considerable waiting times and what I felt was insufficient respect and attentiveness to my care needs. I would expect more timely, courteous, and streamlined service for patients requiring urgent attention.

Language barrier made urgent care feel dismissed

We attended this GP practice today following a referral for my spouse's pressing health concern, with expectations of receiving an onward referral to a larger hospital facility. However, I felt that due to my limited English proficiency, the practice did not fully appreciate the seriousness of our circumstances or demonstrate adequate understanding of our needs. Despite the clinical assessment indicating urgency, we were offered an appointment for a routine blood test scheduled approximately two weeks away. When I attempted to discuss the urgent nature of the situation with the clinician again, I felt hurried away in a manner that left me feeling unwelcome, which was distressing. My intention was simply to ensure my spouse received appropriate care. We remain registered with this practice due to our residential location, though we would prefer alternatives if possible. I would encourage the practice to consider enhancing their communication approaches and responsiveness to patient concerns in future interactions.

Reception team made me feel welcome

Excellent healthcare experience👍👏👏👏👏 This practice is exceptional, and I have had a wonderful time here. From the moment I arrived at reception through to my consultations with the clinical team, everything has been outstanding. Everyone is clearly dedicated to providing great care. Thank you so much xxx

Reception and staff were consistently helpful and polite

I've noticed several low ratings for this surgery recently, so I wanted to share that my own experience has been positive. I've been a patient here for approximately a decade and have consistently found the team to be helpful and courteous, including those working at reception. Over the past few years I've needed to attend fairly regularly, and I've rarely encountered difficulties booking appointments. There was one occasion on a Friday when appointment availability was reduced and the online consultation service was unavailable, but when I called to explain my situation was time-sensitive, I still received assistance. I find the online consultation service straightforward and convenient, with responses arriving fairly quickly overall—I've noticed that urgent matters tend to be addressed faster than routine enquiries, which seems appropriate. We recently attended for childhood vaccinations, and the clinical staff were excellent at keeping my child calm during the procedure and providing encouragement with small rewards afterwards. Overall, I believe this is a well-run surgery and I feel fortunate to receive care from this team.

Appointment booking app needs rethinking

Extremely frustrating and feels like poor value. Those of us who work find it difficult to dedicate significant time to monitoring emails for responses. The telephone booking system is unavailable, and the application requires patients to self-diagnose before seeking professional advice, which seems counterintuitive. If patients already knew what treatment was needed, there would be no reason to contact the practice. It's unclear what the service is providing. The waiting times for appointments are considerably lengthy.

Couldn't get through on the phone

Unsatisfactory visit that has left me wanting to seek alternative medical care, and I would suggest others consider doing likewise.

Confusing cancellation texts and poor scheduling

Difficult to secure an appointment, and the staff were not particularly accommodating. Switching practices is not feasible given the geographical constraints of my registration area. Appointments have been cancelled via text message, only to receive a reminder notification shortly afterwards for the same appointment, requiring me to telephone to clarify the situation. Following this, I experienced a considerable delay before the appointment could be rearranged. I received a notification inviting me to attend a screening appointment and arranged time off work to attend, only to discover upon arrival that I was not eligible for this appointment at that time. The staff members are pleasant when you are present at the practice, however the overall administration and organisation of the service requires significant improvement.

Long waiting lists and unhelpful staff

The service experience was disappointing, with lengthy waiting times for various appointments and interactions with staff that felt unwelcoming. There were changes made to arrangements on the day of visit.

Reception staff could improve their attitude

The clinical staff were excellent and deserve top marks. I've given a lower rating due to my experience at reception. The staff there seemed unhappy and appeared dismissive when I asked for directions to the blood test area. A bit of friendliness and courtesy would have made a real difference to how welcome I felt.