Ashby Turn Primary Care Partners

Impossible to book appointments before work starts

Holistic family healthcare, accessible to all This is far from the reality. Attempting to call at 8am results in constant busy signals. On the rare occasion you do manage to get through, you're informed that all appointments are fully booked and instructed to try again the following morning. This is particularly problematic when you need to start work at that time, as you end up spending half an hour making numerous unsuccessful attempts to reach the practice. When requesting certain health assessments, the response was dismissive, with the clinician suggesting there was no need to be concerned based on age alone. The overall standard of care fell short of expectations. This lack of accountability seems unsurprising given the absence of alternative providers in the system, which removes any incentive for service improvement. It raises questions about how resources are being utilised.

Phone lines are difficult to get through on

Calling the practice can feel like an inconvenience, with staff seeming reluctant to engage and instructions to ring back at a specific early morning time if you wish to speak with a clinician. Following this guidance means spending considerable time on hold. When you do get through, you may find that appointments are fully booked and you're advised to try again the following day, repeating the process. While there are certainly dedicated and caring clinical staff members working at the practice, the overall experience can leave you questioning whether the service reflects the healthcare provision that taxpayers expect to receive.

Phone lines impossible to get through on

It is difficult to obtain an appointment as phone calls frequently go unanswered. When contact is made, the reception staff can be unhelpful and discourteous. There have been instances of receiving inaccurate information, and the overall approach of the practice feels dismissive and lacking in care.

Reception staff were dismissive and rude

Called up today and when I explained my concern, I was met with laughter and then told it was fine. The person I spoke with then became short with me, apparently due to having difficulty hearing me. This isn't usually an issue, but today's interaction was really disappointing.

Reception staff made booking difficult and unhelpful

Would rate lower if possible. The front desk staff came across as unwelcoming and unhelpful, and getting through by telephone proved difficult. I am planning to register with a different practice.

Frustrating communication methods and long waits

The appointment system feels inefficient, with communication primarily conducted through email and app downloads rather than direct phone contact, which seems like an unnecessary complication for what should be straightforward consultation arrangements.

Phone appointment didn't happen, surgery closed for lunch

Called to arrange a telephone consultation and was given a time slot, but the expected call did not arrive at the scheduled moment. After waiting, I had to ring back later in the day only to find the surgery had closed for lunch. This was frustrating and the appointment system needs improvement.

Reception staff unhelpful with impossible booking system

Some members of the reception team came across as unhelpful and discourteous during my interactions with them. I was seeking assistance for a family member and repeatedly encountered the same response to call back at a later time. When I did call back, the phone system made it difficult to get through, and by the time I managed to reconnect, available appointments had already been allocated, making it impossible to secure a booking for an alternative date. This cycle was frustrating and seemed to contribute to a negative experience overall. The level of service fell short of what I would expect, and I felt the approach lacked warmth and understanding. In my experience, other medical practices appear to operate more smoothly. It would be beneficial if the team could benefit from training focused on patient communication and empathy.

Impossible to book an appointment here

Obtaining an appointment can feel like an extremely difficult task, with success rates that seem comparable to winning the lottery. Like many practices, this surgery appears to have expanded its patient list beyond what allows for adequate attention to individual care needs.

Long waits and inadequate phone triage caused serious harm

Deeply concerning experience. After relocating several months ago, we attended three appointments, each resulting in difficulties for my family members. The first visit resulted in a prescription that created an adverse interaction with existing medication. The second appointment involved a lengthy wait following check-in, only to discover the clinician was unavailable that day. The third appointment concerned a very young infant presenting with fever and unusual symptoms, initially triaged by telephone with advice to attend the walk-in centre later that afternoon, which conflicted with hospital guidance. The clinician assessed this as a minor viral condition likely to resolve independently. We attended hospital the following day where a more serious infection had developed and required hospital admission for several days. Recovery has been prolonged, with ongoing medication and delayed immunisations as a consequence. Additionally, on each visit there appeared to be complaints being raised at the reception area. I attempted to register but encountered difficulties obtaining necessary documentation, with the process requiring information from a previous healthcare provider that was not forthcoming. Staffing at reception also appeared stretched, with minimal coverage even during busy walk-in times, resulting in significant queues. We have since transferred to another practice. Immunisations were completed promptly on the first day, with multiple staff members seen and all interactions positive. The reception team and wider staff were professional and helpful. While the previous practice made significant errors in our care, I acknowledge the staff maintained courteous and friendly demeanours throughout our interactions.

Prescription delays and strict appointment policies frustrate

I have had a deeply frustrating experience with this practice. My child required specialist nutrition support from an early age and I have repeatedly experienced shortages of the prescribed product due to administrative delays. Additionally, I recently attended an appointment that had been rescheduled multiple times to address a medication issue I have been managing without for an extended period. Upon arriving a few minutes past the scheduled time, I was informed that the healthcare professional was unavailable. This situation has left me feeling let down by the service provided. I have decided to seek care elsewhere as I do not feel my needs have been adequately met by this practice.

Persistent phone calls finally got me through

I recognise that booking an appointment by calling at opening time can be challenging, but after multiple attempts I eventually got through to a helpful staff member who arranged an appointment for me. I saw the clinician and was satisfied with the outcome. Thank you.

Couldn't get through on the phone line

Repeated attempts to reach the practice went unanswered.

Struggling to book an appointment online

It is difficult to arrange an appointment at this practice.

Impossible to get through on the phone

Would rate lower if possible. The service has been deeply disappointing. This morning, for instance, the lines opened at 8am to book same-day appointments. I have attempted to call many times and encountered an engaged line on each occasion. When I finally managed to get through, I was informed that all appointments were fully booked. Unfortunately, this is not an isolated incident and I anticipate it may happen again in future. This practice warrants serious review by the relevant health authorities.

Professional service with friendly reception staff

The service provided was pleasant and conducted in a professional manner.