Ashfield Medical Centre
Bad! (86 reviews)
Bad! (86 reviews)
Patient feedback reveals significant challenges with appointment access and phone communication, which dominate concerns across the file. Callers report persistent difficulty reaching the practice by telephone, with many describing repeatedly dialed calls, prolonged hold times, and disconnections. Once contact is made, appointment availability is frequently cited as fully booked, sometimes within minutes of opening. Reception experience presents a mixed picture: whilst some patients describe supportive and welcoming staff, others report discourtesy, dismissiveness, and unprofessional conduct during booking attempts.
In contrast, clinical care receives consistent positive recognition. Patients frequently commend the medical professionals, nursing staff, and physiotherapists for their professionalism, compassion, and attentiveness. Several reviewers specifically note that despite frustrations with access, the quality of care once received is exceptional and responsive. A few patients acknowledge the demanding nature of reception work and express understanding of the pressures staff face.
The practice appears to operate as a high-demand service with capacity constraints that create bottlenecks in the booking system. Whilst the clinical team earns genuine appreciation, the gap between difficulty accessing appointments and the quality of care delivered once secured remains a central tension in patient experience. Some reviewers suggest the booking system requires fundamental redesign to better manage patient flow and communication.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
Respond to patient reviews
Monitor satisfaction trends
Generate CQC evidence reports
Claim & Manage ProfileShows how often this practice responds to patient reviews and feedback.
Patient feedback reveals significant challenges with appointment access and phone communication, which dominate concerns across the file. Callers report persistent difficulty reaching the practice by telephone, with many describing repeatedly dialed calls, prolonged hold times, and disconnections. Once contact is made, appointment availability is frequently cited as fully booked, sometimes within minutes of opening. Reception experience presents a mixed picture: whilst some patients describe supportive and welcoming staff, others report discourtesy, dismissiveness, and unprofessional conduct during booking attempts.
In contrast, clinical care receives consistent positive recognition. Patients frequently commend the medical professionals, nursing staff, and physiotherapists for their professionalism, compassion, and attentiveness. Several reviewers specifically note that despite frustrations with access, the quality of care once received is exceptional and responsive. A few patients acknowledge the demanding nature of reception work and express understanding of the pressures staff face.
The practice appears to operate as a high-demand service with capacity constraints that create bottlenecks in the booking system. Whilst the clinical team earns genuine appreciation, the gap between difficulty accessing appointments and the quality of care delivered once secured remains a central tension in patient experience. Some reviewers suggest the booking system requires fundamental redesign to better manage patient flow and communication.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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T W.
5 years ago
Bad!
Frustrating customer service during pandemic times
Communication with this company has become impossible since COVID-19 hit. It seems like they might be deliberately avoiding phone contact altogether.
Dean H.
5 years ago
Bad!
Terrible healthcare service with zero communication
Their customer service is absolutely abysmal! I've repeatedly been stuck on hold for over half an hour, with zero other callers in the queue, and they still won't pick up. They've got this automated message directing patients to book online, but in all my years with this practice, their website has never shown a single available appointment slot. Now that walk-in visits are prohibited, it's become completely impossible to get seen. I'm currently waiting for a critical cancer screening, and after two weeks, I still haven't been able to schedule an appointment or reach anyone - what am I supposed to do now?!?!?!
J P.
5 years ago
Excellent!
Exceptional medical care with minor phone challenges
Exceptional medical service. Those criticizing this practice should compare it to other local healthcare providers. I consistently receive same-day appointments, and the level of care I've experienced has been truly remarkable. Getting through on the phone can be challenging - I've sometimes dialed over 200 times - but persistence pays off. My partner typically faces week-long wait times at her clinic, yet here, the entire team - from doctors and receptionists to nurses and physiotherapists - delivers top-tier professional care. I cannot recommend them highly enough.
S A.
5 years ago
Bad!
Worst booking experience ever frustrating customer service
This drives me absolutely mad because every single time I try to schedule an appointment, the line is constantly engaged, and when I finally get through, they claim no availability. I'd love to rate this zero stars if possible, but I'm left with no alternatives. So, reluctantly, I'm settling for a single star.
Ambreen K.
5 years ago
Bad!
Frustrating phone service ruins great medical experience
Customer service is consistently unresponsive, with phone lines appearing perpetually engaged, as if the receivers are permanently lifted. This is incredibly frustrating, especially considering how exceptional the medical team truly is.
Laura M.
5 years ago
Bad!
Endless waiting game with terrible medical service
After calling a staggering 245 times without success, I eventually managed to get through today after dialing over 80 times...hurrah. I was first in the queue, which seemed promising, but I've now been languishing on hold for 45 minutes and 46 excruciating seconds, waiting for someone to pick up this infuriating phone. It's completely ridiculous! Absolutely the most incompetent medical practice ever!