Acklam Medical Centre

Child felt safe and listened to during appointment

Attended an appointment with my young child to discuss a health concern. Following the visit, my child expressed genuine enthusiasm about the experience, describing it in very positive terms and indicating they felt comfortable and at ease throughout. The clinician demonstrated a warm and gentle manner, structuring the appointment in a way that was welcoming and focused on my child's individual needs. They took time to engage with my child directly, asking about their interests and involving them in the discussion about their health. My child was pleased to receive recognition for their cooperation during the appointment. I appreciated the reassuring approach provided to both my child and myself as a parent, along with the practical guidance and recommended course of action, which I hope will prove beneficial.

Efficient appointment with quick blood tests done

First time attending this practice after moving from a different medical centre. Very pleased with my experience. Had an appointment with a friendly clinician. Then received a vaccination and blood tests completed in 10 minutes. Hoping the service will remain consistent in future visits. 😄😄

Quick appointment and thorough care for my son

My son was able to secure an appointment without much delay, and the clinician demonstrated both attentiveness and comprehensive care during the visit.

Quick and efficient flu jab appointment

Attended the surgery, checked in at reception and was promptly called through for a vaccination appointment. The procedure was completed in under five minutes.

Quick appointment with minimal waiting time

Efficient appointment with minimal delay. The booking process was straightforward and prompt.

Convenient booking process exceeded expectations

Outstanding care and straightforward experience... I have to admit I wasn't anticipating such efficiency, so thank you and well done.

Prompt callback after online consultation request

The practice responded very quickly to my online consultation request and arranged an appointment promptly. The healthcare professional who assisted me was pleasant and helpful in addressing my concerns.

Amazing GP support

I'm so grateful to have found such amazing doctor. Dr Pauline De Jongh is attentive, informative and genuinely invested in my well-being. She has an incredible ability to explain complex medical concepts in a clear and understandable way. She showed incredible empathy and understanding today when I needed to discuss some very personal and painful issues, including my struggles with anxiety and depression. When I became upset, she took the time to listen, creating a safe space for me to open up. Her compassion and professionalism are truly exceptional. I have never felt more confident and comfortable in a doctor's care, and I highly recommend Dr Pauline De Jongh to anyone seeking a caring and supportive doctor.

Unhelpful

Do not consult you about appointment just a message saying they have made it for you if you Try to change it then you have to wait weeks

Mixed experience: Annual review and follow-up issues

I recently had my annual check-up at the end of May. The nurse who conducted the review was professional, courteous, and respectful. As a diabetic, I expressed concerns about potentially needing adjustments to my medication. Two days later, I received a call from the surgery informing me that all tests were satisfactory, but the nurse practitioner wanted to discuss my HbA1c results. They scheduled a callback appointment for four weeks later, sometime between 8:00 and 18:00. On the day of the appointment, I waited all day without receiving a call. At 16:00, I phoned the surgery to inquire about the status of the callback. After being placed on hold, the receptionist informed me that a callback was unnecessary as all tests were satisfactory, and the nurse practitioner had already left for the day. When I questioned why I hadn't been notified, I was put on hold again. Subsequently, I spoke with the reception supervisor, who reiterated that a telephone conversation was not required due to satisfactory test results. When I asked why I hadn't been informed, they claimed the nurse practitioner had attempted to call but received no answer. They suggested I complete an eConsult if I was experiencing symptoms that might necessitate a medication review. At this point, I decided to abandon the matter. Despite this frustrating experience, I must say that the doctors and medical staff have consistently been helpful and caring when I've managed to see them in person.

Negligent practice: A barrier to medical care

Words fail to capture the depths of my disappointment with this establishment. Their conduct can only be described as malevolent. These individuals, when faced with society's most vulnerable seeking medical assistance, seem to revel in erecting insurmountable obstacles to impede access to care. Reaching them is an exercise in futility, and when one finally manages to connect, the staff exhibit a stunning inability to comprehend or address even the simplest of inquiries. I've endured months of being led in circles, awaiting a straightforward answer they refused to provide until I was forced to do their job for them, only to face rejection. Recently, my attempts to secure a basic medical test have been met with an infuriating barrage of unreasonable refusals. It's clear they have no regard for patient needs, safety, or rights. The fact that they haven't faced legal repercussions for their blatant medical negligence is nothing short of astounding. Even direct communication with physicians and escalation to higher authorities have proven fruitless. They remain steadfast in their refusal to lift a finger. Make no mistake, their intention to withhold assistance is glaringly apparent. While I've long considered them a nuisance, their recent actions have revealed a level of cruelty and callousness that defies comprehension.

Patient frustration with impersonal healthcare

It appears this medical practice is actively trying to create a barrier between themselves and their patients by implementing E-Consult and employing receptionists with poor phone etiquette, often bordering on rudeness. Every interaction, whether by phone or in person, seems to result in a frustrating experience due to the staff's apparent lack of empathy and the clinic's convoluted, time-consuming protocols. The unnecessary complications and inconveniences caused by their procedures have become too much to bear. It's high time to seek healthcare elsewhere.

Econsult: Quick doctor access impresses patient

I've utilized the recently implemented econsult platform on two occasions, and I must express my utmost satisfaction. Gone are the days of enduring the dreadful, prolonged 8 AM telephone queue, desperately hoping to secure a consultation. Now, upon submitting the online forms, I've experienced remarkably swift responses. In both instances, a physician reached out to me within a quarter of an hour and managed to schedule an in-person appointment within the subsequent 60 minutes. This new system has truly revolutionized the way I access medical care.

Poor service: Unresponsive and rude staff

I experienced a deeply frustrating encounter with the customer service at this establishment. The receptionists displayed a remarkable lack of attentiveness and exhibited an unpleasant demeanor throughout our interactions. Despite my persistent efforts to reach out via numerous phone calls and even visiting the location in person to obtain my prescription, I was met with a complete absence of communication. This level of negligence and unprofessionalism left me feeling utterly disregarded and dissatisfied with the entire experience.

Patient frustration: Overloaded clinic fails family

I have been a patient at this practice for a quarter of a century, and I must express my profound disappointment with their current state of affairs. It's disheartening to witness the decline in their service quality, especially when it affects those who need medical attention most urgently. My 21-year-old daughter, who is grappling with a severe illness, has been unable to secure an appointment despite our repeated attempts. The fact that a single physician is expected to cater to the needs of 9,000 patients is not only alarming but also indicative of a systemic failure in healthcare provision. This understaffing has led to an untenable situation where even long-standing patients like ourselves are left without access to timely medical care. The practice's inability to accommodate a seriously ill young adult is a glaring example of how they have fallen short of their responsibilities to the community they serve.

Frustrating eye clinic: Long waits, poor service

This establishment is an absolute farce! I've had to make countless early morning trips just to secure an appointment for my eye issue. Don't waste your time with phone calls; by the time you finally get through after an hour's wait, all slots are already taken. Eventually, they deigned to offer me a phone consultation (which turned out to be a mere text message). The physician simply regurgitated the same advice I'd already been following - information I could have easily conveyed had I been granted a proper in-person appointment. The medical staff here are barely a step above call center operators, yet they're raking in inflated salaries for minimal effort. If you had the sense to open on weekends, you might actually manage to see some patients!

Urgent closure needed: Chronic doctor shortage

The establishment appears to be in dire need of closure, given the apparent absence of any medical professionals on staff. It's utterly baffling how they manage to operate without a single physician present. This glaring deficiency raises serious concerns about the quality of care and patient safety, making one question the very legitimacy of their services.

Exceptional care and swift service at clinic

I had an exceptional experience at this medical facility. The staff's kindness and assistance were truly remarkable, instantly putting me at ease. Their efficiency was impressive - they swiftly conducted all necessary tests and promptly delivered my results, sparing me unnecessary anxiety. I'm incredibly grateful for their comprehensive care. The doctors and nurses were outstanding, but I must give special recognition to the receptionist, whose performance was nothing short of stellar. Their collective efforts made a significant difference in my visit. I extend my heartfelt appreciation to the entire team for their exceptional service and support.

Exceptional staff resilience amid customer challenges

I've had numerous experiences at this establishment, and I'm consistently impressed by the exceptional professionalism displayed by the staff, particularly the receptionist and other employees. Despite facing challenging interactions with some patrons, they maintain an unwavering demeanor of kindness and helpfulness. Their ability to navigate difficult situations with grace and composure is truly remarkable. I must admit, I'm in awe of their resilience; personally, I don't think I could endure constant berating and mistreatment while maintaining such a positive attitude. The way they handle even the most unpleasant encounters is nothing short of admirable. Their patience and skill in defusing tense situations are truly commendable, making each visit a testament to their outstanding customer service.

Frustrating access to oversubscribed GP surgery

Accessing this GP practice is an absolute nightmare. The eConsult system is a complete waste of time, as they simply instruct you to call back. When you do, you're trapped in an endless queue. Once you finally reach reception, they inform you that no appointments are available and can't even promise you'll get one in the future. They refuse to schedule callbacks, forcing you to engage in a daily 8 AM phone battle, which is utterly impractical for working individuals. This isn't a one-off issue; it's a recurring problem that highlights how severely oversubscribed the surgery is. They're clearly struggling to manage patient demand, and the quality of service has hit rock bottom. It's been deteriorating for years with no signs of improvement. The thought of trying to maintain regular appointments with them is truly daunting. This practice has become a textbook example of everything wrong with primary care access.