168 Medical Group

Staff were dismissive when raising a complaint

The staff demonstrated a lack of courtesy and willingness to assist. I have since provided comprehensive information to the practice and requested that a formal complaint be lodged, however they appear to be dismissive of this request. I received a vague message asking me to make a call, but without a direct contact number. This resulted in spending considerable time on hold, followed by additional delays while staff located the relevant person. When I eventually spoke with them, their manner was curt and dismissive. The conversation ended abruptly when I mentioned that providing a direct number would have been more efficient. They also made critical comments about my recent absence. This experience was disappointing and suggests the individual may not be well suited to a role involving direct patient interaction. I believe the practice would benefit from reviewing their approach to customer service. I am pursuing a formal complaint regarding this interaction, as I feel the manner in which I was treated was unacceptable, particularly given that I was responding to their request to get in touch.

Helpful receptionists but phone access is difficult

I have been a patient at this surgery for many years. The reception team are helpful and accommodating, and the clinician I see is kind and caring. There have been some changes to practice policies, and accessing telephone consultations can be quite challenging. Overall, it remains a wonderful practice with a supportive team.

Receptionists hung up and still no appointment

I have had a very negative experience at this practice. The clinical staff did not provide the support I needed, and I found the reception team unhelpful and dismissive. I have been trying to arrange an appointment to discuss a health concern for several weeks without receiving satisfactory assistance or clarity. I am frustrated with the lack of progress and worried about the implications of the ongoing delay.

Receptionist made returning after years feel easy

I wasn't feeling my best recently, so I contacted the practice where I've been registered for quite some time, though I hadn't visited in a while. I was uncertain about what to expect given current circumstances, but I had no real worries. The receptionist I spoke with was lovely and very supportive. I explained that I wasn't feeling well, and since it had been a while since my last visit, I was offered an appointment for a blood test, which took place a few days later. The healthcare professional who performed the test was equally pleasant. I now have a follow-up appointment scheduled for a comprehensive health check. I really appreciate the surgery's layout and their booking system. When I arrived, I found both the reception staff to be helpful, professional, and approachable. Thank you to everyone at the practice for your care and attention. Please continue with the excellent service you're providing.

Long-term patients find them consistently helpful

My husband and I have been patients at this practice for a considerable time, and we have consistently found it to be of a high standard. The team has always demonstrated a helpful and supportive approach.

Prescription issued without proper consultation

The practice has been quite helpful. I am currently waiting for documentation to be completed for a certificate. Additionally, I felt that last year a prescription was issued without adequate discussion with me beforehand.

Felt unheard about ongoing health concerns

After years of requesting support for my condition, matters have now become unmanageable. My concerns have not been adequately addressed, and I feel the practice expects me to manage independently without proper communication. This is particularly frustrating as I had already been seen and simply needed a follow-up prescription, which I understand well given my familiarity with my own healthcare needs. The overall experience has felt disorganised.

Quick responses through the app made it easier

Excellent service with a welcoming team and prompt responses to requests through the online portal. Very impressed by how much more straightforward it is to access medical care at this practice compared to my previous location.

Quick appointments and friendly professional care

I registered with the practice after relocating to the area in June. My experience has been positive so far. The team responds promptly to enquiries, appointments are available without lengthy waits when required, and the clinical staff I have encountered have been approachable and competent.

Records transfer taking far too long

This surgery is extremely frustrating to deal with. I have been waiting many months for my medical records to be transferred from my previous practice, and despite repeatedly asking for updates, I continue to receive unhelpful responses about the delay. The staff communicate with patients in a dismissive manner and do not provide the level of care and attention that should be expected. I have been prescribed medicines on a repeat basis at my former surgery, yet this practice keeps requesting that I provide additional information or attend appointments to obtain the same medications. The overall standard of service at this surgery is deeply disappointing and needs significant improvement. The practice should address these serious issues urgently.

Rushed appointment missed serious lung infection

I'm very disappointed and upset with my recent appointment. I attended to have my respiratory system and fever assessed. I had been experiencing a persistent cough and elevated temperature for five days, and over-the-counter pain relief had not been effective in managing the fever, which I communicated during the consultation. The clinician performed a brief examination using a stethoscope and concluded that everything appeared normal, advising me to allow time for natural recovery. However, two days later, I required emergency care, where I was diagnosed with a serious bilateral lung infection with significant inflammation and was admitted to hospital for treatment.

Easy online booking made appointments simple

I have been a patient at this surgery for several years now. The staff have consistently provided helpful support, and I find the online appointment booking system straightforward and user-friendly. The nursing team has been particularly kind and attentive throughout my time as a patient. I am grateful for the care received.

Prescription delays and unhelpful phone responses

This surgery has been very disappointing. I require daily medication that I've been advised cannot be discontinued abruptly, yet it has now been over two weeks since I submitted my prescription request and it remains unsigned. I have contacted both the practice and the pharmacy on multiple occasions, but have only received dismissive responses citing workload pressures from reception staff.

Phone queue left me feeling dismissed and unheard

The telephone service was disappointing and frustrating. I had been directed to contact this practice regarding a healthcare query, only to experience extended waiting times across multiple attempts to reach someone, with little progress made. When I finally connected with a staff member, the interaction felt dismissive and unwelcoming rather than helpful. My question remained unanswered, and the overall experience left me feeling as though my enquiry was viewed as an inconvenience rather than a legitimate concern.

Phone queue kept hanging up repeatedly

Over the past ten days, I have been attempting to obtain some significant test results that could indicate a serious matter. The results have been forwarded on two occasions by the specialist facility, however the practice management team initially stated they had not received them. I was required to obtain email confirmation showing the dates of transmission before the results were acknowledged as received. I have experienced repeated delays and spent considerable time navigating the automated telephone system, which has disconnected on multiple occasions. When I contacted the practice today to arrange an appointment with a clinician to discuss the results, I was asked whether I could obtain them through an alternative source, which was not a helpful response. The results remain outstanding with no clear pathway to obtaining them. I found this experience to be frustrating and unsatisfactory.

Helpful and friendly staff from day one

From the time I became a patient at this practice, I have consistently experienced helpfulness and friendliness from everyone on the team.