All Saints Medical Centre

Patient Experience Summary

Patient feedback reflects a mixed experience with significant variation in service quality across different areas of the practice. Clinical care receives consistent praise, with patients describing healthcare professionals as compassionate, skilled, and genuinely committed to patient wellbeing. However, appointment access remains a substantial challenge, with patients reporting difficulty securing telephone bookings, long waiting times, and limited availability despite calling at designated morning times. The reception experience is notably polarised, with some patients describing staff as courteous and helpful whilst others report unwelcoming, dismissive, or rushed interactions that leave patients feeling unheard.

Communication and responsiveness present mixed outcomes. The online consultation system has proven effective for some patients, delivering prompt responses within hours, though others experience significant delays or find the system difficult to access. Several patients have raised concerns about continuity of care, with reports of poor coordination between clinical staff and instances where patient concerns appear to have been inadequately addressed or dismissed. The practice environment is generally well-maintained, though some patients note declining physical conditions and equipment functionality.

A recurring theme across feedback is the tension between systemic pressures and service delivery. While some patients acknowledge the challenges facing NHS practices, others express frustration that accessibility issues and reception courtesy have noticeably deteriorated over time, particularly regarding the difficulty of securing appointments and the inconsistent professionalism in patient interactions.