Alma Medical Centre

Sent to closed clinic without proper address

I wish I had sought care elsewhere instead. I was directed to attend a clinic appointment for tests, but I wasn't provided with the location details I needed. By the time I managed to find my way there, the facility had already closed for the day. I found the reception experience to be quite frustrating and unhelpful.

Efficient service and respectful booking system

Our experience to date. My spouse and I moved to this practice approximately 18 months ago from another local health centre. We have consistently found the service here to be very efficient. It is important to maintain realistic expectations. This is not private medical care, so you will not receive complimentary refreshments, but equally you will not face substantial consultation fees either. There are concerns about how the NHS system is utilised by some patients. When individuals book appointments and do not attend without cancelling, this prevents those slots from being offered to others who need them. Similarly, when patients arrive late yet still expect to be seen, and when prescribed medications remain uncollected from pharmacies, this represents a misuse of resources. We have relatives in other regions of the country whose experiences with their own GP practices provide a useful comparison. Based on these conversations, we can confidently say this practice performs very well in relation to others. The NHS system and the committed professionals who work within it merit the respect and consideration they deserve.

Reception staff lacked basic courtesy and respect

Absolutely appalling reception staff. Zero manners, zero respect, and zero consideration for patients. Clinical staff transitions occur without adequate handover of information, leaving patients caught in an ongoing cycle of confusion.

Phone lines take hours to answer

I found the phone service to be extremely frustrating, with lengthy wait times to get through, which seemed disproportionate to how busy the surgery actually appeared during in-person visits. I felt my time was being wasted on unsuccessful phone calls. I ultimately decided to leave this practice due to concerns about the level of care provided. The reception staff frequently directed me to seek urgent care elsewhere rather than assisting with my needs, which left me feeling unsupported. I noticed a significant decline in the practice's standards compared to previous years. I am relieved that my family and I have moved on, as we were very dissatisfied with our overall experience.

Couldn't get through on the phone for days

After spending several days attempting to contact the reception team, which was not an isolated incident, I have made the difficult decision to leave this practice following a lengthy period as a patient. My three-star rating reflects that I have no concerns regarding the clinical staff or reception team members themselves. The difficulty lies with the appointment booking system and processes. I subsequently registered with another practice and experienced a notably different process. When I called, I was connected promptly, kept informed of my position in the queue, and spoke to someone within minutes. This contrasts sharply with my previous experience of receiving continuous busy signals over nearly six days, including a weekend period, followed by a thirty-minute wait in a queue with no visibility of my position. Earlier attempts to secure appointments had similarly been time-consuming and frustrating. My new surgery, by comparison, completed my registration within hours of my transfer request and called me back within ninety minutes of my initial contact to arrange an appointment. I was seen promptly upon arrival. This demonstrates that it is entirely feasible to operate a practice where booking an appointment does not present such significant obstacles. I would encourage a review of the current appointment booking procedures, as improvements would undoubtedly enhance patient experience. Prior to recent times, I would have rated this practice very highly, though current circumstances appear to continue affecting the front-facing service quality. The dedicated clinical team deserves support through improved systems, and patients warrant a more streamlined booking experience.

Long waits and turned away at the door

The waiting times at this practice are consistently lengthy. On a recent visit, a group of patients found themselves waiting outside for an extended period before being informed that no clinical staff were available to see anyone. This was frustrating and disappointing for everyone involved.

Clean surgery with helpful reception staff

The location took a bit of getting used to as I'm unfamiliar with the area, but the team members are genuinely wonderful and the facility is immaculately maintained. The waiting room is generously sized with pleasant seating arrangements. The front desk staff were accommodating and successfully arranged an appointment on the same day, which is something I hadn't experienced in quite some time at my previous practice. I'm pleased with my decision to switch surgeries.

Quick diagnosis that improved my life

The clinician I saw was excellent. I received a prompt diagnosis that has significantly improved my quality of life. I am very grateful for the care provided. I don't visit the practice frequently, but when I need to return, I would definitely request to see this same clinician again.

Straightforward prescription service works well

I have had no issues with the service I receive regarding my regular medication, with prescriptions being sent directly to the pharmacy. It seems that those leaving complaints on this platform clearly have internet access available to them, so it is unclear why they do not utilise the online booking and medication request system that is available.

Reception staff were dismissive and unhelpful

I would not recommend this practice. I had a negative experience with the professionalism and standard of care provided. The clinical staff seemed uninformed about my health concerns, and I found the reception team to be dismissive and unhelpful. I would suggest looking elsewhere for your healthcare needs.

Impossible to get through on the phone

I question whether the difficulty in securing appointments at this practice through repeated phone calls, combined with being informed that all slots are unavailable and instructed to try again the following day, may discourage patients from seeking medical attention and could result in serious health issues not being identified promptly.

Long phone queue but thorough care once through

I called the practice early in the morning and experienced a delay in getting through, but when I did connect with someone, I was offered an appointment with a nurse practitioner. I was initially hesitant about this as I would have preferred to see a doctor. However, upon meeting with the clinician, my perspective shifted considerably. They demonstrated genuine attentiveness and thoroughness, providing me with one of the most comprehensive examinations I have received during my time as a patient at this practice. I would also like to acknowledge the receptionist, whose name I frequently forget, yet who consistently remembers my preference regarding how I like to be addressed. Overall, I would strongly recommend this practice to others. Regarding comments from other patients about difficulty reaching the practice by phone and concerns about reception staff availability, I would suggest that people consider the volume of calls coming in during peak times. The reception team handles a significant workload, and I believe they deserve recognition for their efforts.

Phone lines constantly down, can't reach practice

I have experienced significant difficulties with the telephone system at the practice, as the lines are frequently unavailable and it is not possible to make calls through. When I have attempted to use the online consultation service, I have been told this is not an option and that I must telephone instead, despite sometimes being too unwell to attend in person due to risk of fainting. When I have tried to discuss symptoms with clinical staff, I have felt dismissed regarding concerns about nutritional deficiencies, being told the levels are not low enough, even though I subsequently experienced significant health issues. This has left me feeling unheard about my own health, and the situation has deteriorated to the point where I am now unable to work full time, which has caused considerable financial difficulty. I have also missed appointments for mental health support, resulting in loss of access to medication, and have felt judged for this despite the genuine physical health reasons preventing me from attending. The experience has made me feel that neither my physical nor mental health concerns are being taken seriously. On a positive note, the nursing staff and some reception team members have been friendly and helpful. However, I was upset by an incident where a member of the reception team took a personal call and read correspondence aloud in a way that felt public and embarrassing, which I felt was inappropriate and unprofessional.

Front desk staff made me feel welcome

The reception team provided a warm welcome upon arrival, with pleasant and attentive service when checking in.

Hard to reach by phone in the mornings

The team members are welcoming and offer great guidance and support. That said, reaching the practice by telephone can be difficult as the lines tend to be congested during morning hours, which can make it harder to secure an appointment.

Phone lines don't open until appointments are full

It has been difficult to reach this practice by phone during morning hours. The phone lines appear to be unavailable when appointment slots are still available for the day. When advised to call earlier, I found that attempting to do so in the morning was unsuccessful, as the phone did not seem to be accepting calls despite multiple attempts. During a walk-in visit, I encountered several other patients who had also experienced difficulty obtaining appointments through both phone and online methods. This has been disappointing, as the practice was previously a reliable choice that I had used for many years.

Phone lines constantly busy and impossible to reach

The quality of care at this practice has noticeably declined since the pandemic. Previously, the service offered flexible appointment options including walk-in sessions, telephone consultations, and online bookings, with reliable phone access. Currently, I am attempting to resolve an issue regarding my son's medication prescription that has not been processed. I have made multiple attempts to contact the practice over several consecutive days, but the phone line remains consistently busy and unanswered, with extended periods of ringing without response. Obtaining an appointment appears increasingly difficult, and there are occasions when the practice seems understaffed. During recent visits, the reception area has been unmanned and telephones have gone unanswered for extended periods.

Helpful phone staff despite busy surgery

Every medical practice faces challenges in today's environment, likely due to increased demand. However, the reception team truly compensates for any difficulties. They are genuinely wonderful individuals who consistently exceed expectations.

Phone queue was incredibly frustrating

The telephone service provided by the practice was extremely disappointing.

Staff were helpful and understanding throughout

Having been a long-term patient here, I have consistently experienced courtesy, professionalism, helpfulness and compassion from the entire team. I would happily recommend this practice to others.