Alma Medical Centre

Reception and staff handled difficult situations with patience

The team here, spanning from the front desk through to clinical staff, consistently goes above and beyond to provide assistance. However, I have witnessed instances of aggressive behaviour directed towards staff members during my visits, which is concerning. Despite these challenging interactions, the team continues to offer support with professionalism, including arranging appointments at alternative practices when their own clinicians are unavailable. Staff members have remained composed even when faced with raised voices and threats of switching providers. I would encourage patients to recognise how well-served they are at this practice. Emergency appointments are made available whenever possible, and patients are appropriately directed to local pharmacy services when suitable.

Couldn't get through on the phone

This practice has been extremely difficult to reach. My wife has been attempting to secure an appointment for the past couple of days, and despite multiple contact attempts, has been unable to get through to anyone at the surgery. While I recognise that medical practices can experience busy periods, the level of difficulty in making contact has been very frustrating and falls well short of what would be expected.

Reception staff cut me off mid-call

I would rate this experience poorly. I found the interaction with the reception staff to be unprofessional, as I was asked to select a medication from a list so they could present it to the doctor for consideration. The call was also terminated abruptly. Although my information was passed on to a GP, I have not received any follow-up communication. I am dissatisfied with this experience, and it appears other patients attending this practice share similar concerns.

Reception staff made appointments unnecessarily difficult

I found this practice to be extremely disappointing. The clinical staff appeared dismissive and unwilling to engage with patients, while the reception team seemed to take pleasure in refusing appointment requests. Phone calls go unanswered, and when visiting in person, patients are directed to arrive at very early times, resulting in lengthy waiting periods. According to regulations, practices should offer suitable appointment times that work for patients rather than the reverse. The surgery does not appear to be particularly busy, yet the overall management and organisation seems very poor. I would recommend seeking care elsewhere where you might receive more considerate and respectful treatment. Unfortunately, at this practice, I felt dismissed and was essentially told to register elsewhere if I had concerns about the service.

Friday visits mean better snack options available

Make sure you visit on a Friday. The tea trolley offers a fantastic range of snacks and meals for those on the go. Service with a smile all the way!

Long-term patient appreciated thorough medication review

I have been with this practice for many years. I recently had a medication review appointment. The clinician conducting the consultation went above and beyond, taking time to explain things I was uncertain about. The reception team are also excellent and have consistently been able to see my child when they've been unwell without requiring a scheduled appointment.

Impossible to reach surgery by phone

This experience was extremely frustrating. We had to call an ambulance for a family member who spent several days attempting to reach the practice for an appointment without success, as the phone line was consistently unavailable. The practice's responsiveness fell well short of what we expected. Our family member required urgent medical attention for a serious health concern, not a routine visit, yet accessing care proved impossible. There were concerns raised by a patient regarding how the reception phones were being managed. We intend to escalate this matter formally. This practice may not be suitable for individuals requiring prompt access to medical services.

Friendly receptionists and easy appointment access

The finest medical professionals I've encountered. I'm always able to secure an appointment after persisting through the process. The clinical staff are outstanding and treat patients with genuine respect. The front desk team are courteous and consistently maintain a welcoming demeanor. Absolutely merits a full 5 stars.

Removed from list despite impossible cancellation process

I was removed from the patient list after more than two decades with the practice due to missed appointments. However, I found it very difficult to get through to reschedule appointments, and as I work from home, I sometimes needed to rearrange my attendance. I also have autism and experience significant challenges with leaving the house and communicating when my anxiety levels are particularly high. Since registering with a new practice, I have become aware that my healthcare needs were not adequately addressed during my time there. As someone with complex health requirements, I felt that my conditions were not managed with appropriate treatment options, specialist referrals, or comprehensive guidance. The approach seemed to rely heavily on one type of medication with limited additional support or alternatives offered. My current practice has made considerable progress with several long-standing health concerns in just over three months, whereas these issues had persisted for many years previously. I would caution others to carefully consider their choice of practice, as my experience suggests that healthcare outcomes may be significantly affected. On a positive note, most of the reception staff were pleasant and helpful, though I did have an interaction with one receptionist that was upsetting and occurred in front of other patients.

GP didn't listen to ongoing symptoms

My health concerns began approximately six months ago with what seemed like a seasonal illness, but the symptoms persisted beyond what would be expected. I was prescribed steroid medication followed by antibiotics, neither of which resolved the issue. I then developed a wheezing sound in my throat and noticed blood when coughing. I attended hospital for comprehensive testing, where I was informed there might be a possibility of a blood clot in my lung. Following all investigations, it was concluded that my heart rate was slightly elevated, and I was given blood thinning medication with instructions to return after ten days. At my follow-up appointment, my symptoms remained unchanged with the wheezing and blood in my spit continuing, though all test results including x-rays and CT scans came back clear. I was discharged but the wheezing persisted and worsened when attempting to sleep, along with occasional episodes of blood in my spit and intermittent heart palpitations. I contacted my GP again and was prescribed antibiotics for a possible upper respiratory infection, but after completing the course, my symptoms did not improve. I returned to hospital where a clinician examined my heart and indicated it sounded normal, suggesting I contact my GP regarding my ongoing concerns. Since then, I have struggled to reach my GP for an appointment. The available options require attending early morning walk-in sessions, which is difficult given that I experience sleep disturbances throughout the night due to the wheezing, heart palpitations, and blood in my spit, leaving me exhausted by morning. I feel uncertain about how to proceed with managing these unresolved symptoms.

Impossible to book an appointment by phone

It is extremely difficult to reach the practice by telephone, and obtaining an appointment proves equally challenging. Attempting to call early in the day results in a highly competitive situation with numerous other patients trying to secure a slot at the same time.

Friendly receptionists made all the difference

Moving to this practice was one of the best decisions I made. The team members are excellent and the front desk staff are genuinely friendly and supportive. I'm very grateful for the care and assistance provided by everyone here.

Helpful staff who really go the extra mile

I am so grateful that my family and I are fortunate enough to be patients at this practice. The clinical and administrative staff are excellent, consistently providing helpful support and going above and beyond to assist and reassure patients. Thank you.

Friendly reception made the visit pleasant

Excellent

Phone lines impossible to reach, reception unhelpful

The situation at this practice requires urgent attention. Access to services is extremely difficult, with telephone lines consistently unanswered and reception staff appearing dismissive and impatient towards patients seeking help. There are significant concerns about patient confidentiality, as discussions about medical matters occur in the open waiting area where other patients can overhear sensitive information. I am raising a formal complaint with the relevant regulatory body due to concerns about how vulnerable patients, particularly older individuals, are being treated. It is unreasonable to expect people to access care when calls go unanswered and they are instructed to contact the practice again at a later time. These practices raise serious questions about patient safety and the quality of care being provided. It appears that the practice is not adequately responding to or addressing what patients actually need from their healthcare service.

Reception staff greeted me warmly every time

Relocated to a new area from my previous location approximately a year ago. I was satisfied with my former medical centre, but this practice has proven to be exceptional. I would particularly like to express my appreciation for the reception team, who consistently greet patients with warmth and demonstrate excellent telephone etiquette. Every healthcare professional I have encountered has been remarkably thorough and supportive. As I prepare to move away next week, I will genuinely miss the quality of care this practice has delivered. Thank you for your service.

Receptionists could improve their customer service skills

The reception team would benefit from improved customer service skills.

Phone lines constantly busy and hard to reach

Getting through to book an appointment has proven very difficult. The phone line appears to be constantly engaged throughout the day. It feels as though the practice may not be adequately staffed to handle incoming calls. Both my partner and I have attempted to reach the surgery multiple times without success. When my partner visited in person to arrange an appointment, the receptionist suggested calling back the following day rather than assisting with the booking. This approach seems counterproductive when telephone access is already such a significant barrier to making appointments.

Friendly staff made me feel welcome

An excellent practice with skilled clinicians and welcoming, supportive reception staff.

Couldn't get through on the phone line

2 star rating. The practice requires appointments to be arranged by telephone, however the phone lines are frequently unavailable. I made numerous attempts to get through but consistently encountered a busy signal.