Air Balloon Surgery

Prescriptions lost in bin instead of forwarded

I submitted a batch of signed prescriptions through the prescription drop-off service several months ago, but they were not processed and sent to the pharmacy as expected. Instead, it appears they were discarded.

Phone waits don't stop good care here

We have been patients at Air Balloon Surgery since its opening and can genuinely say that the service provided is of a high standard. Naturally, there are occasions when telephone wait times can be lengthy before reaching reception staff, however we have consistently been able to access appointments or consultations with a clinician at a pace appropriate to our needs. The team members demonstrate professionalism, warmth and empathy in their interactions. Our daughter was sorry to have to register elsewhere following a house move. We would certainly recommend Air Balloon to others. Our thanks go to the entire team, especially for their efforts during challenging circumstances.

Practice communication and record-keeping needs improvement

The service at this practice has been frustrating. Information does not appear to be shared between staff members, and I have not received callbacks when expected. I have been asked questions multiple times despite having provided answers previously. There have been difficulties with prescription transmission to pharmacies, and overall it felt as though my concerns were not being properly heard or prioritised. This experience has been disappointing, and I have chosen to register with another practice.

Nice bright surgery with attached pharmacy

Aside from the challenges in securing an appointment, which reflect broader pressures within the healthcare system, the practice itself is an attractive, well-lit and spacious facility that benefits from having a pharmacy on site.

Staff here genuinely care about their work

I've noticed some critical feedback on this platform, and I'd like to remind everyone of the significant pressures these services face and to recognise that the team members here are human beings managing considerable demands. I don't attend expecting constant cheerfulness, but having been a patient here for several years now, I've consistently had positive interactions. The staff demonstrate genuine care and professionalism! I hope they come across this and it provides some encouragement 😁 Well done to the team!

Long wait times for phone appointments

It is frustrating that when my partner managed to secure a doctor's appointment, I was only able to book a consultation for the following day.

Long phone queues and difficult appointment access

The telephone lines take quite a while to get through to, with waits often exceeding ten minutes. Attempting to arrange a consultation with a clinician involves a lengthy delay of around a week before an appointment becomes available. This is particularly frustrating given that I was prompted via text message to initiate contact in the first place. The process feels inefficient and time-consuming.

Prescriptions lost and staff weren't helpful

Extremely dissatisfied with my experience. The team was not helpful and there were recurring issues with prescriptions going missing. I have decided to change practices as I can no longer tolerate this situation.

Phone queue delays made things worse

The phone service has been disappointing. A family member with a mobility condition requiring walking assistance has not received offers of help from any clinician to address their hand and finger concerns, possibly due to resource constraints. Additionally, waiting three weeks for a callback from a clinician to discuss the matter has been frustrating.

Felt genuinely listened to during blood test

I've been genuinely impressed by the compassion and professionalism demonstrated at this practice. I'd like to give special recognition to the practice nurse who showed exceptional skill during a blood test procedure. As someone who experiences significant anxiety during medical procedures, I really appreciated the patient, sympathetic and efficient approach taken. I'm very grateful for the care received.

Staff listened and treated me kindly

On each occasion I have interacted with members of the team at the practice, they have demonstrated kindness, empathy and approachability. My experiences across all departments have been positive. I genuinely feel that my concerns are being heard and taken seriously.

Receptionists go the extra mile here

Excellent practice. The reception team consistently demonstrates friendliness and helpfulness, making genuine efforts to coordinate appropriate care. The telephone triage system with clinical staff functions effectively, and when face-to-face appointments are necessary, they are provided. Often, telephone consultations prove adequate for addressing concerns. All clinical staff members I have encountered have been outstanding. Thank you for your valuable service to the community.

Well organised vaccination appointment experience

I recently received my first vaccination and was very pleased with how well-organised and smoothly everything ran. Thank you.

Friendly staff made me feel at ease

The practice has consistently demonstrated willingness to assist during challenging times, maintaining a welcoming and friendly approach. The staff continue to greet patients with warmth and create a comfortable atmosphere. Thank you for the support provided.

Reception staff dismissed concerns without listening

The reception team displayed an unwelcoming demeanor. There seemed to be a dismissive attitude when patients raised concerns, with comments suggesting that other matters were being prioritized over listening to complaints. The frequent references to pandemic-related procedures became frustrating. It appears that clinical staff are making decisions about which patients receive appointments and which do not. The practice of conducting initial assessments by telephone means that in-person visits are only offered at the discretion of the practice. This situation feels increasingly like pandemic protocols are being used as a reason to reduce patient consultations. There is a perception that staff are maintaining the same compensation while seeing fewer patients overall. This may explain why emergency departments are becoming overwhelmed, as waiting there sometimes feels quicker than attempting to access primary care appointments.

Easy to book appointments at this surgery

Excellent practice, I have consistently been able to secure appointments without difficulty. I see the same clinician who demonstrates genuine care, pays close attention to what I say, and ensures my concerns are properly addressed.

Helpful staff who took time to listen

Consistently demonstrated helpfulness and provided reassurance throughout my interactions.

Dismissive reception and lengthy appointment waits

I recently had a disappointing encounter with the reception staff, who came across as rather dismissive. It appears that customer service may not be a priority at the front desk. I would advise that appointment availability can involve a considerable wait time.

Reception staff treat you with genuine respect here

I'm pleasantly surprised by the positive experience I've had at this practice, especially given some of the critical feedback I've seen elsewhere. Having attended various surgeries across different locations throughout my life, I've found this one to be particularly impressive. The reception team demonstrate genuine helpfulness and approachability, which contrasts with my experiences at other practices where I've sometimes felt looked down upon. The clinical staff I've encountered have consistently shown compassion and willingness to assist, never making me feel like a burden despite the high volume of patients they manage. The practice handles its workload efficiently, and I've rarely experienced significant delays when booking appointments or attending appointments. I particularly appreciate the telephone queuing system in place, as it provides transparency about wait times rather than leaving me uncertain, which is something I've found lacking at many other surgeries.

Friendly staff made me feel supported

I've had considerable experience with my recent treatment here and from the reception staff through to the clinical team, everyone has been exceptionally helpful, friendly and pragmatic. This has genuinely been the best experience I've had at this practice.