Ancora Medical Practice

Reception staff unhelpful, online booking only system

The receptionist was discourteous and appeared to lack adequate training for their role in the NHS. The practice has discontinued telephone appointments and now only accepts bookings through their online system. This approach is problematic for older patients and those without internet access. The practice appears to be among the poorest performing in the area. During a separate conversation about life insurance, the provider mentioned concerns about this particular practice, which raises questions about its reputation.

Receptionist made us feel genuinely welcomed

The receptionist at the practice was very helpful to me and my child, and I am very grateful for their assistance.

Online contact form closes too quickly

Fortunately I am not a patient at this practice, though my mother is registered there and has had a frustrating experience. The online contact system appears to have significant accessibility issues, with the form frequently becoming unavailable very shortly after the surgery opens. Even when attempting to submit inquiries through alternative means, the same form closure problem persists, which seems counterintuitive to providing accessible patient communication channels.

Struggling to get through on the phone

It's very challenging to get through to someone when calling. The available options presented during phone calls aren't particularly useful. I would consider switching to a different practice if I believed the experience would be any better elsewhere. I feel quite let down by the situation.

Same day appointments available without fuss

I never have difficulty obtaining an appointment on the same day. I consistently see the same clinician who has provided excellent care and demonstrates a thorough approach. This healthcare professional has communicated results via text message and has also called me on multiple occasions to discuss matters, which is something I haven't previously encountered with other general practitioners. They are a real asset to the practice.

Friendly reception made the visit pleasant

Outstanding

Friendly reception made the visit pleasant

Excellent

No way to reach anyone by phone anymore

The practice sends messages requesting contact with the surgery, yet accessing someone to speak with proves challenging. The removal of a general enquiry line has meant all communication is directed through the appointment booking line, which closes relatively early in the day. This creates difficulty in knowing how to reach the practice. Following a lengthy waiting period, I was referred to hospital for a procedure, only to discover the referral was incorrect, and a report has now been issued recommending specialist assessment. This is clearly a matter requiring discussion with the practice, but attempts to establish contact have been unsuccessful. A response would be greatly appreciated.

Struggling to book appointments when calling early

I have experienced difficulties obtaining appointments at this practice. The level of helpfulness varies, and I sometimes feel that staff lack knowledge about their roles. While some clinicians have been satisfactory, others have appeared disengaged and seemed keen to conclude consultations promptly. On several occasions, I have considered switching to a different practice because despite calling as early as possible, appointments are often already fully booked by the time I manage to get through.

Prompt and professional service throughout

Efficient and courteous

Pharmacy service was really helpful

Excellent pharmacy experience

No waiting and felt welcomed

Attended an appointment today. The healthcare professional was very pleasant, and there was no waiting time.

Helpful pharmacy staff on a busy day

Visited the out of hours pharmacy service on Christmas day and found the staff to be helpful and courteous.

Helpful support with death certificate paperwork

Prompt, considerate and empathetic assistance provided with administrative documentation.

Long wait to hear about unavailable online booking

Not impressed. A considerable wait resulted in being directed to make appointments through an online system with a link to be sent. The irony is that the explanation of the online booking process took longer than the actual appointment booking itself. However, from a certain time onwards, the online appointment system displayed a message indicating temporary unavailability. When this was raised with the receptionist, the response was that appointments were not available. No alternative options, helpful suggestions, or solutions were offered beyond a recommendation that a pharmacist should have been consulted for a suspected infection, despite mention of an accompanying symptom that had persisted for a week in a young child. This response seemed inappropriate given the age of the patient involved. Deeply disappointed with the experience.

New appointment system needs serious improvement

The recent changes to the appointment booking system have been quite disappointing.

Late night appointment when I needed it most

Excellent out-of-hours provision. Really valuable to have access when other options aren't available. The team were absolutely lovely.

Reception staff could be more helpful

The triage process was not satisfactory. While not all staff were problematic, I found one receptionist to be rather curt and unhelpful.

Surgery booked appointments before it actually opens

I had an appointment scheduled for early morning. Both myself and the clinician I was seeing were standing outside waiting for the surgery to unlock, which didn't occur until twenty minutes after my appointment time. It seems unclear why appointments are being offered before the practice actually opens its doors. The clinician appeared unaware of the actual opening time. This scheduling issue requires attention. The posted opening hours indicate an earlier start time than when the building actually becomes accessible.

Friendly staff and easy to locate

The team were welcoming and approachable. The location was straightforward to locate.