Beacon Medical Centre

Consistent care over many years at surgery

The practice consistently demonstrates a high level of professionalism and attentiveness to patient needs. Having been a long-standing patient, I find the service to be of an exceptional standard.

Reception staff made a real difference

I cannot praise this medical practice and its front desk team enough. They demonstrate outstanding helpfulness, patience and compassion, and have genuinely improved things for both my spouse and me. Thank you to the team—whilst I recognise not everyone may acknowledge your efforts, many of us truly value what you do.

Reception staff were friendly and helpful

I recently relocated to this area from my previous practice, which I found to be quite unsatisfactory. I have been very pleased with the reception team here, as they are welcoming and supportive. I was able to secure an appointment the same day I called, which was excellent. At my former practice, I would often spend considerable time trying to reach someone by phone, only to be informed that no appointments were available.

Reception staff wouldn't listen on phone

The experience at this practice has been disappointing overall. The reception team seem unprepared for their role and often make assumptions about patient concerns beyond their scope. The waiting area lacks privacy, and phone calls are frequently put on hold for extended periods before being answered, with communication issues once connected. There is inconsistency in seeing the same clinician, and obtaining appointments is challenging. This practice would not be recommended based on this experience.

Hearing test passed but tinnitus concerns dismissed

Attended an appointment regarding ear-related concerns but felt the consultation was unhelpful. The clinician's approach seemed to be that passing the hearing assessment meant there were no underlying issues to address. After managing this condition for many years, the only recommendation provided was to attend a self-help support group, which felt inadequate.

Pleasantly surprised by the friendly reception

Upon reviewing the feedback shared on this platform, I had reservations about joining this practice, however I'm pleased I made the decision to do so. The team here are excellent, and the level of care and support provided is outstanding. I would encourage them to continue delivering such high-quality service.

Friendly and approachable with patients

Excellent experience in terms of patient interaction and care.

Phone lines impossible to reach during busy periods

The reception team at this practice appears to lack adequate training when handling telephone inquiries. Attempting to reach the practice by phone can be extremely difficult, particularly during certain periods when call volumes may be higher, with waits extending well beyond reasonable timeframes. Appointments that are successfully booked are frequently cancelled at short notice and rescheduled to alternative dates without prior consultation about availability. Communication regarding appointment times has been inconsistent, with conflicting text messages received on the same day specifying different attendance times, creating considerable confusion. Callbacks promised by staff have not materialised as expected, with callers being informed that assistance cannot be provided and subsequently transferred between departments. Overall, the experience has been frustrating and time-consuming, leaving a strong impression that engaging with this practice is inefficient and unhelpful.

Reception staff could improve their manner

The reception team's approach to patient interactions could be improved significantly. There appears to be a lack of courtesy and professionalism in how patients are greeted and assisted. Enhanced training in customer service and communication skills would likely benefit the practice, as the current standard of helpfulness and politeness does not meet expectations for a healthcare setting.

Helpful directions made getting there easy

I appreciate the helpful guidance and efficient directions provided.

Dismissed serious symptoms without proper examination

I attended the practice with significant burning discomfort in my leg, which had also developed discolouration. I was reassured that this was not a cause for concern. However, my symptoms progressed and the affected area became increasingly swollen. When I returned for a follow-up appointment, I received similar reassurance. Due to the escalating severity of my symptoms, I sought care at the hospital, where a serious circulatory condition was identified.