Ashby Turn Primary Care Partners

Receptionists blocking access to appointments

I find it increasingly difficult to obtain appointments as the reception staff now appear to determine who requires medical attention, and they communicate in a manner that makes me feel like a burden when I call. I am seriously contemplating switching to a different practice, despite having been a patient here for many years.

Reception staff weren't helpful or respectful

The reception team came across as unwelcoming and dismissive, both during phone calls and in-person visits. They did not appear to take concerns seriously or provide any meaningful assistance.

Reception staff were dismissive and disrespectful

The reception team's manner was extremely unkind. As a parent managing my child's additional needs, I contacted the practice seeking support during a particularly difficult time. I felt spoken to disrespectfully and was given the impression that neither my concerns nor my child's needs were being treated as important. This experience has been very distressing, and I have made a formal complaint about the interaction. I hope other patients do not have similar experiences with the practice.

Impossible to book an appointment here

It is difficult to secure an appointment.

Impossible to book an appointment by phone

Unable to reach the practice by telephone at opening time. Struggling to obtain appointment availability.

Staff dismissive of vulnerable patients' needs

The staff members displayed an unhelpful demeanor and appeared indifferent to the needs of patients facing genuine difficulties. The overall experience suggested a lack of genuine care or willingness to provide meaningful assistance.

Convenient location but needs more staff

The practice would benefit from expanding the number of available doctors, nursing staff, and other healthcare professionals to accommodate more patients. The location of the pharmacy adjacent to the surgery is particularly convenient for patients.

Staff listened and made me feel genuinely understood

I am puzzled by the low ratings this practice receives. I have multiple health conditions including substance use recovery and mental health challenges. Since registering here, I have achieved my longest period of sustained recovery. When I initially struggled with a significant mental health crisis, the team responded promptly and supported me through it. I attended an appointment earlier in the year for mental health concerns and received substantial help. More recently, I saw a clinician regarding anxiety, and unlike previous experiences where I felt overlooked and misunderstood, I felt genuinely listened to and validated in a way I had not experienced before. I am optimistic that this recent appointment may prove transformative for me. The practice consistently exceeds expectations in my view. I can always reach them and secure appointments when needed. The only minor inconvenience was waiting approximately an hour on one occasion, but the quality of care I received once seen was exceptional and entirely justified the wait. I was not given a superficial response. I am deeply grateful. The care and support I now receive are enabling me to maintain my recovery and achieve better mental wellbeing.

Reception struggles made getting an appointment difficult

Disappointing interactions with reception management. Limited front desk coverage. Challenges with phone accessibility. Difficulty obtaining appointments, along with lengthy waits to see the clinician, yet strict punctuality expectations are enforced. The extended timeframe from initial contact through to being seen and processed felt excessive. Concerns about how access barriers at the practice may contribute to broader pressures within urgent care services. There is a sense that waiting room capacity issues could have been avoided. The overall system feels inefficient and problematic. This represents an ongoing pattern of concerns at the practice. Consideration of alternative options seems warranted.

Reception staff were dismissive and unhelpful

The receptionist was unhelpful and dismissive when my mother visited in person to book an appointment, as she had been unable to reach the practice by telephone. She had been referred by the hospital and expected to see a doctor, but was instead directed to see a nurse. After this appointment, her concerns were not adequately addressed and she remained unwell. We decided to switch to a different practice within a couple of days, where the care was significantly better and the underlying issue was identified. I would recommend avoiding this practice, as the overall experience suggested a lack of genuine care for patients despite accepting them into the practice.

Reception staff could show more empathy

Certain members of the reception staff could improve their interpersonal skills and approach when dealing with patients. There have been instances where phone calls have ended abruptly, which suggests a need for better communication training. The external appearance of the premises could be better maintained, as the current state creates an impression of lower standards. Overall, the patient experience at this practice could be enhanced in several areas.

Weekend prescription service was impressively quick

I would like to commend the team for their excellent service during weekend hours. My prescription was processed remarkably quickly when I submitted my request on a Sunday. It is clearly a demanding environment for staff at any time, as patients naturally feel their needs are urgent. Well done on the efficient service.

Receptionists were genuinely helpful and kind

Had a pleasant interaction with the reception team.

Struggled to get face-to-face appointments when needed

Disappointing experience. Arranging a face-to-face appointment for my father was extremely challenging. After considerable persistence, a clinician agreed to meet us in the car park and viewed him through the vehicle window, subsequently offering to contact community nursing services as we required support with his care at home. The practice was unable to offer home visits, and their single accessible wheelchair was not available when needed, which was problematic given his mobility limitations. Prior to his diagnosis, he attended the practice on a few occasions for routine blood and urine monitoring, after which the clinician would consult with a doctor before eventually recommending specialist referral. Regrettably, he passed away ten weeks later. Following this experience, I have decided to leave the practice after being a patient there for many years. I have significant concerns about the standard of care provided and feel the practice requires closer examination.

Reception staff dismissive about repeat prescription requests

This practice feels poorly run, and the reception staff's demeanor left me feeling unwelcome. The low rating reflects broader concerns about the service. The practice appears inefficient, particularly regarding their policy of not accepting repeat prescription requests by phone. I called once while observing the situation of an older patient who was unable to visit in person to submit a repeat prescription form. When I questioned what kept staff so occupied, the response was unconvincing. I believe this warrants escalation to relevant regulatory bodies and plan to pursue complaints through appropriate channels. I intend to help the patient access a different practice with more flexible prescription ordering arrangements. I would rate this experience at the lowest level possible given the available options.

Long phone queue at opening time makes booking difficult

Yes, it's accurate that they open at 8am. I called at 8am precisely only to be informed that all appointments were already booked, and it took me twenty-five minutes to get through to someone. It's unclear where all the available appointments went. Regarding my previous visit for a shoulder issue, I felt the assessment was incomplete. I was told there was nothing broken, but after a week and a half of significant pain, I decided to seek a second opinion elsewhere. This led to attendance at an emergency department, a procedure to address the shoulder problem, and a two-night hospital stay.

Out of hours service was dismissive and unhelpful

After my local practice closed, I needed some guidance and contacted the out-of-hours service. The clinician I spoke with on the phone was pleasant and approachable. However, when I received a callback from an out-of-hours clinician, I found the interaction frustrating. They seemed unwilling to assist unless I could travel to a distant location, which wasn't feasible for me. Additionally, they raised concerns about a missed appointment from several years prior, which I had actually cancelled in advance. I would be hesitant to use this service again, and it's unfortunate that calls are routed to this provider.

Long wait then told to call back tomorrow

I rang and spent an hour on hold. After waiting, I was told to ring back the following day as no appointments could be arranged at that time.

Reception staff made me feel unwelcome

This practice requires serious intervention in my view. I find the treatment of patients to be unacceptable and believe there are significant concerns that need to be escalated to appropriate authorities. I have concerns about both clinical and administrative staff. I would rate this lower if the system allowed, but I felt compelled to leave feedback about my experience.

Staff didn't listen to my concerns

Disappointing overall experience. The team generally did not appear to listen to patient concerns or respond appropriately, though I did receive good service from one member of staff.