Ashcroft Surgery

Referral sent without mentioning my symptoms

I am extremely frustrated with this practice. I feel that my referral was made without properly considering my reported symptoms, and I was told that these symptoms were not present. This is not an isolated incident for me. The practice seems adequate for straightforward prescriptions, but I have found them inadequate for managing chronic health concerns. I would advise others to be cautious.

Rude reception staff and poor care

The medical team at this practice fell short of expectations, and the reception staff could have been more courteous.

Practice failed to manage medication safely

This establishment is poorly managed and operated without adequate care standards. Patients requiring significant pharmaceutical support are being permitted to discontinue their medications without proper oversight or concern for their wellbeing. Private organisations should not be entrusted with healthcare management, particularly when staff demonstrate such negligence and lack of diligence. Serious pain relief medications are being handled with insufficient caution and respect for their potency. The practices here pose a genuine risk to patient safety and welfare.

Repeated prescription errors caused significant distress

I would rate this experience far lower if possible. I have found the standard of service at this medical practice to be extremely disappointing, particularly given that my child required care during a period of illness. My recent visits have left me feeling very dissatisfied. When I attended an appointment a short time after the scheduled start, I was asked to wait considerably longer than expected. Even staff members appeared to question the delay, yet when I raised this concern, I was informed it was due to my late arrival. This represents just one instance of problematic experiences. On several occasions, there have been issues with prescription processing for my child, despite these being time-sensitive. Specific medication prescriptions were subject to repeated errors, causing considerable inconvenience and worry. Each time, I was advised that the in-house pharmacy would require several days to process corrections. There appeared to be little sense of urgency or understanding of the impact on my child's care, despite my repeated explanations. The reception team also fell short of professional standards. On multiple interactions, I experienced responses that felt dismissive, with suggestions that errors were due to unclear communication on my part. When similar issues recurred, I was told that if I was dissatisfied, I should consider changing practices. When I expressed concern about this response, further assistance was declined and the call was terminated, leaving my child without appropriate prescriptions. Adding to my frustration, rather than acknowledging the distress caused, the practice issued a formal letter regarding my conduct. The absence of accountability, empathy, or recognition of these failings has been striking. This practice has demonstrated insufficient regard for patient welfare, particularly for those in vulnerable situations. The experience has been deeply stressful, especially as a parent managing a child's health needs. The combination of service failures, unhelpful responses, and lack of responsibility is wholly unacceptable. I would encourage prospective patients to carefully consider their options before registering with this practice.

Friendly reception and quick appointment booking

An excellent medical practice.

Felt genuinely cared for throughout pregnancy

The midwifery team here were all so wonderful during my pregnancy, I felt so cared for the entire time. Could not recommend enough! Thank you again to the team.

Felt genuinely listened to at appointments

I find the practitioners at this practice go above and beyond. The approach is consistently person-centred, with every appointment proving valuable and meaningful. Since registering here, I have experienced positive improvements in my overall health and wellbeing.

Staff take time to listen and care

I have been attending this practice for over four decades and have never felt the need to seek care elsewhere. Throughout my time here, I have witnessed numerous clinicians transition through the practice, and my experiences have generally been positive. The clinical support staff have consistently demonstrated helpfulness, and what I particularly appreciate about the current team is their attentiveness and willingness to give you their time. As one enters the later stages of life, this kind of consideration becomes increasingly valuable.

Staff went above and beyond with appointment booking

The entire team here are genuinely friendly and welcoming. I'm really pleased to be part of the regular social gathering that takes place fortnightly, where people can come together for refreshments and pleasant conversation in a relaxed atmosphere. The reception staff consistently demonstrate exceptional helpfulness when booking appointments, always making an effort to accommodate patients promptly. I'm grateful to have been able to return to this practice after experiencing difficulties accessing care elsewhere, and since doing so, my health concerns have been properly addressed. I appreciate the support I've received and the care that's been provided to help improve my wellbeing.

Long waits and unhelpful reception staff

I'm quite frustrated because there's consistently a significant wait of around an hour between my appointment time and actually being seen by a clinician. The process isn't clear to me. Additionally, I found the reception staff member to be unhelpful and unwelcoming.

Phone lines never answered, kept waiting long

To be frank, I found the service disappointing. The phone lines were difficult to reach, the staff came across as unwelcoming, and I experienced lengthy delays beyond my scheduled appointment time in the waiting area. Due to these issues, I decided to switch practices for myself and my family members, and have found the alternative to be considerably more satisfactory. I would rate this experience lower if the system permitted it.

Nurse skipped cleaning before blood test

I recently attended an appointment for a blood test. I noticed that the area where the sample was taken was not cleaned with antiseptic beforehand.

Receptionists stayed patient despite constant phone calls

My family and I don't visit the practice frequently, but whenever we do attend, it's always quite busy. The front desk staff demonstrate remarkable patience and helpfulness along with a respectful manner, despite being constantly occupied with phone calls. The clinical nursing team are excellent and ensure we're never left waiting, whether for routine blood work, vaccinations, or health assessments. The doctors I've seen are approachable and attentive listeners who respond promptly to any concerns raised. I appreciate the care provided.

Couldn't get through on my day off

Attempted to contact the practice multiple times on my sole day off, only to be informed that no appointments were available.

Appointment delayed forty minutes without acknowledgement

I felt compelled to leave due to the poor standard of care. The practice has declined significantly since my previous clinician was available. There have been numerous issues over the years, with one particularly notable incident involving an early morning appointment. Despite arriving punctually, the clinician I was scheduled to see arrived considerably late. After a further substantial wait, I was eventually called in. When I politely raised concerns about the delay, I was informed that other patients required attention. I pointed out that I appeared to be first on the schedule, which did not receive a positive response. I was accused of arriving early and the clinician was unwilling to review my appointment confirmation message, which clearly showed the scheduled time. The interaction felt dismissive and unhelpful. I remained with the practice until this subsequent significant issue occurred. It is unfortunate, as I previously received excellent care from my former clinician over an extended period.

Reception staff were consistently friendly and helpful

I appreciate that the role can be quite challenging and demanding at times, yet the front desk team consistently demonstrates a cheerful, friendly and welcoming approach. This positive attitude is evident across the entire reception team, whether among the more seasoned members or those newer to the role. While the systems in place may not be flawless given the current constraints, the dedication, commitment and professional conduct are clearly evident in every interaction, whether by phone or in person. Excellent work!!!

Frustrating phone window for booking appointments

Why is it necessary to call during such a limited time window to schedule an appointment? I was at the surgery and advised by clinical staff that I required a consultation, but reception informed me that availability exists only if I telephone during a specific narrow slot the following week. This seems like an unnecessarily restrictive booking process.

Reception staff weren't interested in helping

The practice does not demonstrate the level of care and attention I would expect to receive.

Hour-long phone queues and no appointments available

I called to schedule an appointment at 8.30am but the lines were busy until someone picked up at 9.25am, only to inform me that no appointments were available. I was feeling quite unwell and had been waiting on hold for nearly an hour. The receptionist suggested I either try again at 1pm or call back at 8.30 the following day. When I tried at 1pm, I was on hold until 1.30pm and received the same response about no available appointments. Although the receptionist was courteous and understanding, there was nothing they could offer, and I became upset given how poorly I felt. They advised me to contact 111, which I did. The 111 service assessed my situation and indicated I needed to be seen within 12 hours, sending a referral to the practice and instructing me to call back and inform them of this referral, as I needed to be seen urgently. When I mentioned to 111 that the practice had stated no appointments were available, they explained that practices must reserve some slots for such referrals and advised me to call again and insist on being seen. However, when I rang the practice again, I received the same response—that despite the referral, there were no appointments available. They asked me to attend the surgery the next morning at 8.10am and said I would be seen. I did attend and waited from 8am until 10.30am before being seen. The surgery itself appeared poorly maintained and unclean, with the toilet lacking paper towels or hand-drying facilities, and the bin in there was in an unacceptable state. The overall condition of the premises was run down, and even the doctor's printer was not functioning. It should not be this challenging to book an appointment or even get through on the telephone lines. The answer machine suggests using the online consultation service, yet that service appears to be consistently unavailable. In my situation, I genuinely needed to see a doctor, and 111 had determined I needed to be seen that same day. The doctor recommended I write to the practice manager and my MP regarding these concerns. That said, the clinical staff are excellent once you finally manage to see one.

Phone system frustrating but staff were helpful

The telephone and appointment booking system leaves much to be desired, however once you manage to get through, the reception team are consistently pleasant and supportive. The clinical staff members are excellent and provide first-class care.