Ashcroft Surgery

Reception staff weren't helpful at all

The service fell short of expectations, and I found the reception staff unhelpful.

Sick note request left unresolved for days

The worst surgery I have ever attended. The staff appear indifferent to patient needs. I am currently signed off work by my healthcare provider. However, I have received no meaningful support with my situation. As my medical certificate was due to expire on Sunday, I contacted the practice on Friday requesting an extension. Despite multiple follow-up calls on Monday and Tuesday, with assurances that the matter would be resolved, I still had not received the documentation by Wednesday. This delay has created significant difficulties at work, as I am unable to provide the necessary medical documentation to my employer. The lack of responsiveness has resulted in financial hardship due to lost wages and has put my employment at risk. I intend to lodge a formal complaint with the NHS and am considering seeking legal advice regarding the losses I have incurred as a result of what I perceive to be inadequate service provision.

Difficult to reach by phone for appointments

The phone lines are difficult to reach and getting through to book an appointment proves to be quite challenging.

Clean surgery with helpful reception staff

The practice was well-maintained and tidy, with a pleasant and supportive team. The surroundings were lovely.

Reception staff hung up during prescription calls

Extremely unprofessional service. The staff were quite unpleasant and dismissive, repeatedly disconnecting calls when attempting to arrange a routine medication refill. This was among the poorest experiences I have encountered at a medical practice. The overall visit was very unsatisfactory, particularly regarding the reception staff's conduct, which I felt was inappropriate for a healthcare setting.

Impossible to reach by telephone

Unable to reach the practice by telephone despite numerous attempts throughout the morning. Very disappointing experience.

Helpful staff who really listened to me

The team demonstrated considerable helpfulness and expertise, with a clear commitment to health priorities. The nursing staff and support personnel were excellent throughout, and I have no complaints about the service received.

Doctors explain things clearly and put you at ease

I am really pleased to be a patient at this surgery. The clinical team demonstrates excellent interpersonal skills and has a talent for breaking down complicated medical matters into straightforward language, which not only supports effective care but also helps ease concerns. 5 star rating, I would give it 6 stars if I could. The doctors and staff are consistently helpful, friendly and highly professional, providing a quality service overall. Thank you to all the clinicians and other team members on the staff.

Staff were dismissive and unhelpful

The practice appears to have limited availability, and I found the staff interactions to be unwelcoming.

Reception staff were genuinely helpful and supportive

The reception team has consistently provided excellent assistance. The clinical staff have consistently delivered high-quality care. Much appreciated.

Receptionists made booking appointments straightforward

I have consistently had positive experiences at this practice, with appointments being readily available and the reception team demonstrating friendliness and patience throughout my visits. I would like to express my gratitude to the nursing staff member who provided valuable support during a period of worry, as well as the clinician who took the time to contact me personally to address my concerns and provide reassurance. Thank you :)

Receptionists weren't very welcoming

The reception staff were not particularly courteous during my visit.

Long waits but staff do their best

All medical practices across the nation face resource constraints and have experienced reduced funding over an extended period. The standard of care provided at this practice is satisfactory, though appointment waiting times may be longer than ideal. However, this situation is an inevitable consequence when healthcare services do not receive adequate financial support.

Four week wait and no phone booking allowed

I was very disappointed to discover that the earliest available appointment was four weeks away. When I contacted the practice, I was told that appointments could only be booked in person and not by telephone. I explained to the receptionist that my work schedule made it difficult to attend during morning opening hours to make a booking, particularly as I had successfully arranged appointments over the phone in the past. I found this policy frustrating and felt the practice could have handled my request more flexibly.

Reception errors made getting care difficult

I have found this GP surgery to be disappointing overall. While the clinical staff provide adequate care, the administrative experience has been problematic. The reception team has made errors that have affected my care pathway. When issues have arisen, I have felt that rather than acknowledging mistakes or working to resolve them, explanations have been offered that I found unconvincing, with system-related reasons cited. Access to appointments has been challenging, with significant waiting periods to see a clinician for routine matters and lengthy queues for urgent slots. The surgery appears to operate under considerable pressure, and I recognise that many of the difficulties I have experienced likely stem from broader resource constraints within the healthcare system. I believe that increased staffing and funding across general practice would help address these systemic challenges.

Long waits and unhelpful reception staff

The reception staff could be more welcoming, and there are often significant delays with appointment scheduling. Waiting times for available slots tend to be quite lengthy.

Long waits and medication mix-ups frustrating

A month-long delay in securing an appointment with a clinician. Medication was not dispatched to my designated pharmacy as expected, and on two separate occasions, prescriptions were sent to incorrect pharmacy locations. The service appears to be experiencing significant operational difficulties.

Receptionists went the extra mile for me

I have been with this practice for many years. I have found the reception team to be genuinely supportive. On a recent occasion when I called, a team member took time to speak with me until I felt better. This level of care is not an isolated incident. The majority of the clinical staff are excellent. A small number can sometimes come across as somewhat abrupt, which occasionally feels impersonal or emotionally distant. This can be particularly difficult when you have been waiting a considerable time while feeling unwell in a busy environment. There are some practitioners here who demonstrate genuine compassion and deserve recognition for their approach. The practice has grown significantly since I first registered, expanding from a smaller operation to one of the larger surgeries in the area. This expansion has unfortunately impacted the consistency of care and personal attention that patients receive. While this is disappointing, I remain committed to this practice as I am aware that other surgeries have considerably more significant issues.

Reception staff unhelpful with appointment booking process

This practice has deteriorated significantly. The reception staff display poor manners and discourtesy that is quite shocking. The way they communicate with patients is disrespectful. The booking system is extremely problematic. Patients are required to attend in person during early morning hours to secure an appointment, and the practice refuses to accept bookings made by someone on behalf of another patient. This is unreasonable for anyone unwell, as it is unrealistic to expect them to wake early and queue in hopes of obtaining an appointment. For elderly patients or those with young children, attending at these times presents considerable difficulty. The reception staff will not process appointments unless the patient themselves is physically present. This seems unnecessarily restrictive. This practice was considerably better in the past. The current situation feels dismissive and lacks consideration for patients' needs. The reception team would benefit from training in professional communication and patient courtesy. If the practice's intention is to discourage appointment bookings, they are succeeding, as the system makes it nearly impossible to see a clinician. The appointment process is deeply flawed. The digital booking option is equally inadequate. It appears necessary to seek alternative healthcare provision where appointments can actually be obtained. If a rating lower than one star were available, this practice would warrant a negative score. The service is that poor. This practice does not merit even a single star.

Struggling to book appointments at this surgery

The appointment availability at this practice is extremely limited, which makes it difficult to arrange regular consultations regarding ongoing treatment. I found the booking process frustrating and would not recommend this surgery to others. The service fell short of expectations.