Beacon Medical Centre

Phone booking at eight am leaves you waiting in queue

This practice has been disappointing, particularly due to the reliance on locum staff who seem disengaged and sometimes dismissive. There have been instances of prescriptions issued following telephone consultations rather than in-person assessments, and the preference appears to be to conclude matters over the phone without seeing patients face-to-face. The booking system requires calling at opening time, yet even when attempting to secure an appointment early in the queue, same-day appointments are often unavailable. The practice appears to have maintained pandemic-era remote consultation practices beyond what seems necessary, and could benefit from reconsidering its current approach to patient care and accessibility.

Frustrating phone booking system and limited slots

It is frustrating to have to call at 8am to secure a general practitioner appointment, particularly given that advance bookings appear to be limited to certain days of the week.

Reception ignores specialist letters repeatedly

I have experienced significant frustration with this practice's service. On multiple occasions, correspondence from specialists concerning referrals and medication adjustments appears to have been overlooked. The practice seems to require patient follow-up before taking action on matters. If you have a family member requiring care with limited support available, it may be worth considering an alternative practice. I previously left this surgery due to concerns about the level of care provided, and my mother continues to experience instances where her needs seem to be missed. I am planning to transfer her to a different surgery and intend to raise these concerns through the appropriate complaints procedure.

Friendly reception made the visit straightforward

Excellent experience

Reception helpful, but phone consultations felt dismissive

The reception team members are exceptional. They are helpful, considerate, and consistently go the extra mile to assist patients. The nursing staff have also been excellent and deserve praise. I had a telephone consultation today regarding my son's knee discomfort. Initially, no face-to-face appointment was offered, but when I highlighted that he should be assessed given his ongoing pain spanning two years, I was informed during the consultation that my manner came across as aggressive. I found this feedback upsetting, as I work in a medical setting myself and pride myself on treating staff respectfully. I requested information about call recording procedures as I felt it would be helpful to review the conversation. I am disappointed with how this was handled and have decided to register with another practice. Many other surgeries have returned to in-person appointments, and it seems concerning that this has not been the case here. A patient experiencing persistent symptoms for such an extended period without a face-to-face evaluation raises questions that warrant urgent attention.

Reception couldn't help with late Friday prescription issue

This practice left me very frustrated. A telephone consultation resulted in a prescription being issued for an elderly patient with existing heart and respiratory concerns at 4:50pm on a Friday, when the local pharmacy closed at 6pm and wouldn't reopen until Monday. When I contacted reception to request the prescription be sent elsewhere, I was told nothing could be arranged as the clinician had finished for the day. I had to contact NHS 111 to arrange for an emergency supply to be dispensed at an alternative pharmacy. I found this situation to be poorly handled and disappointing.

Hygiene concerns during blood test appointment

The healthcare professional who performed my blood test did not wear gloves or wash their hands beforehand. Given that needles and blood were involved in the procedure, I felt this was an oversight in hygiene practices.

Couldn't get through on the phone

I had a disappointing experience.

Waited hours for a callback about sick baby

Contacted the practice this morning at around 8 o'clock to report that my infant was experiencing an elevated temperature, which seemed unusual for their age. I was advised that a healthcare professional would return my call by midday, though I felt this timeframe was too lengthy given my child's condition. The first call came through at approximately half past twelve. After calling back, I was informed that a message had been left and that contact would be made shortly. However, no further communication arrived until around quarter to two, at which point I received similar assurances about an imminent callback that did not materialise. I found the overall response time and communication process to be inadequate and frustrating. The delays in receiving clinical guidance when my young child was unwell left me feeling that the urgency of the situation was not sufficiently recognised or prioritised by the service.

Prescription delays and dismissive reception staff

This practice has been frustrating for us. My son's medication is frequently delayed, which causes significant difficulties given his needs and sleep issues. We waited an extended period on one occasion. When I contacted them seeking support for my mental health concerns, I was informed by reception staff that they were unable to assist. Additionally, appointments have been cancelled multiple times due to staff absences. We have decided to switch to a different practice.

Reception blocks access to doctor appointments

The reception team operates as a restrictive barrier to accessing care. Only clinical staff have the ability to schedule in-person appointments at this practice. This facility would benefit from a reallocation of resources to alternative local services that appear to be managing demand more effectively. Over the past year, my young child has received remote consultations on two occasions resulting in prescriptions. Both instances subsequently required attendance at another hospital facility, as assessing medical concerns without a physical examination proved inadequate. The second visit resulted in hospital admission. The standard of service being provided raises concerns about patient safety and outcomes. This experience has been deeply disappointing.

Staff answer phones quickly but admin processes need improvement

This practice is fairly typical compared to many others in the area. I would have considered switching surgeries previously, but a quick look at reviews for alternative practices shows that many have significantly more negative feedback than this one. There are several positive aspects worth noting. The team members are generally pleasant and make an effort to assist patients. Phone calls are typically answered without excessive waiting. Appointments are usually available when needed. The clinical staff appear committed to their work, though they often seem under considerable time pressure. However, administrative processes tend to be problematic. A family member was awaiting a specialist procedure, and each time I contacted the surgery, I was told they were still waiting to hear from the hospital. After several months, I requested the hospital's direct contact details to follow up on the delay myself. The hospital then clarified that they had actually offered multiple appointment slots, but the clinic had failed to respond to their communications and had not acknowledged their emails. I recognise that the individual staff members are not at fault, but I do hold the management responsible for what appears to be insufficient staffing levels, inadequate training provision, and the absence of robust systems and procedures. In summary, while the practice is not exceptional, the staff members are genuinely doing their best. Issues may occur, but if you remain patient with the team and inform them promptly when problems arise, they will generally work to resolve matters as quickly as possible.

Nurse made us feel genuinely supported

A member of the nursing staff at the practice demonstrated exceptional compassion and professionalism during a follow-up appointment following a significant health event. The care provided was remarkably helpful, reassuring, and considerate, with treatment that exceeded expectations. The support offered during this challenging time was deeply appreciated and made a meaningful difference to the experience.

Long wait followed by dismissive examination

Deeply unsatisfactory experience. Following a 45-minute wait before my appointment commenced, the clinician offered minimal introduction and promptly inserted an endoscope into my nasal passages and throat with what felt like little regard for my comfort levels. I had mentioned that enlarged throat tissue was contributing to occasional breathing difficulties, and the clinician proceeded to examine this area. A nasal examination followed, along with several questions, after which the clinician concluded that nothing was amiss. I found it puzzling that breathing difficulties were not considered a concern, and the clinician's demeanour suggested indifference to my symptoms. The clinician also requested to manually palpate my throat tissue, donning gloves beforehand, but continued the examination even as I gagged and raised my hand to indicate I needed to pause. Despite lasting only 10 minutes, the appointment left me distressed, feeling disrespected, violated, and extremely frustrated.

Quick appointments and helpful referrals made difference

I recently switched my healthcare provider to this practice and have been extremely satisfied with the level of care received. Appointments are readily available and the clinical team demonstrates a proactive approach by arranging timely referrals to address concerns before they escalate. Within just a few months, I have experienced more positive health outcomes than during my previous 17 years elsewhere. I am grateful for the support provided and would recommend this practice to others. 👍😁

Felt genuinely listened to and unhurried

Excellent healthcare professionals who genuinely demonstrate concern for your wellbeing and are committed to providing assistance. I appreciated that the appointment did not feel hurried. Would strongly recommend!

Long-term patient appreciates consistent understanding care

The team members at this practice have consistently demonstrated compassion towards patients and maintained a high standard of care over many decades. Having been a patient here for an extended period, I can speak with confidence based on substantial personal experience. My sincere appreciation goes to everyone involved.

Constant rotation of doctors without introductions

The medical staff members do not typically introduce themselves upon meeting, and there appears to be frequent changes in which practitioners you see during appointments, creating a sense of inconsistency in continuity of care.

Felt rushed and dismissed during appointment

The healthcare professional displayed an indifferent attitude and appeared rushed during the appointment, giving the impression they were keen to conclude the consultation quickly. I would not return for future visits.

Couldn't get through on the phone

I had a negative experience during my visit.