Beacon Medical Centre

Out of hours visit left me stranded

I attended the out of hours service and found the reception area unoccupied with no staff visible. An information sheet provided a telephone number to call, however my attempts to reach someone were unsuccessful. The overall experience did not feel welcoming.

Long phone waits and unhelpful reception staff

My experience since registering approximately five months ago has been disappointing. I have not heard from the practice at all during this time. When I called yesterday to ask about a health check appointment, I was informed they do not offer this service. The call took around an hour to connect during midday hours. The receptionist's manner came across as rather unfriendly. The appointment system appears to require significant time commitment, as same-day appointments seem to necessitate spending considerable time on the phone during working hours. This makes accessing the service impractical for those in employment. Overall, I found the experience frustrating. I subsequently registered with another practice online late last night and received a phone call this morning offering me a health check appointment within the coming week. It seems unusual that registering elsewhere resulted in a faster and more straightforward appointment process.

Impossible to reach after dozens of calls

I would give this practice the lowest possible rating if I could. The service feels inadequate and I believe it requires either new management with a genuine commitment to patient care, or the practice should consider transferring patients to facilities better equipped to support them. I made numerous attempts to secure an appointment through phone contact, and after several days of persistent trying, I eventually reached someone who directed me to use the online booking system, which unfortunately does not work well for my circumstances.

Appointment cancelled then left waiting hours without updates

My partner attended an appointment close to the end of the day. Rather than being seen, they were sent to hospital by ambulance. The paramedic felt this was unnecessary, as did we. My partner then spent eight hours in the emergency department, which appeared to be solely because the clinician wanted to finish their shift. Update: on the last two occasions my partner attended for a similar concern, he was made to wait in uncomfortable seating for over three hours. No communication was provided about delays, and patients were simply left waiting without updates. A young child had been waiting four hours before their parents were informed their appointment had not been properly registered. My partner was previously cancelled and instructed to rebook due to significant unexplained weight loss occurring over a short period, yet when he attended his prebooked appointment, he faced lengthy waiting times. When he eventually left without being seen, he was told to rebook, which would require calling at opening time on a weekday morning. This creates an impossible cycle, as the same issues would likely recur. My partner has decided to register elsewhere, and the practice showed no concern about this decision. I feel the standard of care puts patients at risk and is wholly unacceptable. The service provided falls far short of what should be expected from a medical practice. The experience has been deeply disappointing.

Couldn't get through on the phone line

I am extremely dissatisfied with my experience at this practice. Throughout the week while experiencing significant illness, I attempted to contact the surgery each morning at opening time. However, I consistently encountered either an engaged telephone line or was informed that no appointment slots were available. I have been experiencing considerable chest discomfort across multiple areas, along with arm and upper back pain. Additionally, I have been suffering from a high fever and elevated heart rate. I also sought assistance through NHS services, which resulted in an ambulance being dispatched, though it unfortunately did not arrive as expected.

Surgery lost call and left patient waiting all day

I contacted the surgery on behalf of a neighbour who was unwell and required medical attention. Despite calling early in the morning, there was no callback throughout the day. When contact was eventually made later on, the surgery indicated they had no record of the initial call and explained they were unable to assist as they were closing soon, directing us to use out-of-hours services instead. This experience was frustrating and felt dismissive of the urgent need for care. Similar concerns appear to be reflected in other patient feedback about the service provided.

Promised callback never arrived that morning

Called early in the morning seeking an appointment and was informed by reception staff that a doctor would contact me, however I did not receive a callback as promised.

Phone queue kept cutting me off

Gets disconnected after waiting on the line for 10 minutes 😤

Phone lines impossible to get through on

My family relocated to this practice from our previous location. It was a good surgery that has gradually declined in quality. I do understand the challenges that the pandemic created. However, getting through by telephone has become extremely difficult, with automated systems and disconnections being common experiences. The reception experience has also been disappointing. We have since moved our family to another practice. I find this situation regrettable and hope improvements will be made.

Appointments cancelled without any notification given

My child's appointment has been cancelled on two separate occasions without any prior notification. On the first instance, I made the journey to attend only to discover the appointment had been scheduled incorrectly, and my child was not yet eligible for their scheduled procedure. This situation could have been prevented through more thorough checking of booking procedures and a simple call to reschedule. The second cancellation occurred when I arrived to be informed that the healthcare professional was unavailable due to illness. While I understand that unforeseen circumstances do happen, patients should have been contacted immediately and alternative arrangements made. A brief phone call would have prevented an unnecessary trip. Additionally, I had administered medication in preparation for the appointment as instructed, only for it to prove unnecessary on both occasions. This is frustrating and could easily be resolved through better communication systems. If staffing constraints make phone calls difficult, an automated text notification system would be a simple solution requiring minimal effort to inform patients of cancellations.

Long wait to reach reception staff

Is it reasonable to wait 48 minutes to reach a receptionist? I found the staff unhelpful and the overall service disappointing. My partner was dealing with a significant health concern, but felt the practice did not treat it with appropriate urgency. I believe this lack of responsiveness has negatively affected their wellbeing. I would suggest considering an alternative practice or reconsidering registration with this one.

Long phone wait to reach reception

I spent an hour attempting to reach the practice by phone while my family member was unwell and I was unable to visit in person due to my own health issues. I would suggest that the reception team consider their role and that additional staffing resources might improve service availability.

Phone queue system failed to deliver callback

Extremely frustrating experience!! Called at 8.15am to arrange an appointment for my young son who was experiencing head and sinus discomfort. Was advised that the practice would ring back. However, no call came through despite waiting throughout the day. Later on, a family member phoned to book an appointment for my young granddaughter who was unwell with cold symptoms, congestion, breathing difficulties and a persistent cough. An appointment was offered for 11.30 the following morning, which was attended. However, upon arrival, there was significant delay as there appeared to be no record of the booking on the system and there was difficulty locating the appropriate staff member. My family member waited for over an hour with a distressed child before deciding to leave. We have now decided to register with a different practice as we feel this situation was unacceptable.

Reception staff were dismissive and unhelpful

The receptionist at the front desk was unhelpful and dismissive during my interaction. They came across as impolite and condescending, and the information I received appeared to be inaccurate. Their manner suggested they were keen to end the conversation rather than properly assist me.

Reception phone manner needs improvement

A young female staff member who answers the phone during registration was unhelpful. She appeared dismissive and would disconnect calls abruptly without allowing time for proper conversation. She instructed callers to wait before ending the call. On a positive note, the nursing team demonstrated excellent professionalism and courtesy throughout interactions. Their service was genuinely appreciated. There is room for improvement in the reception area. As a taxpayer, better standards of service would be expected.

Struggled to book appointment for weeks

I had considerable difficulty securing an appointment over a two-month period. Each time I called, I was informed that no slots were available or that I had called too late. Despite attempting to reach the practice for an extended period and waiting on hold, I was unable to get through promptly. When an appointment was eventually arranged, I was told it would be a week away, despite this availability seemingly being possible from my initial contact. Upon attending the appointment, I received a prescription. When I proceeded to the adjacent desk to collect it, the staff member spoke loudly and in a manner that made me feel belittled regarding payment. As a full-time student aged 17, I am exempt from charges. Once this was verified, the prescription was provided, though this information could have been confirmed at the outset. Overall, my experience with this practice was unsatisfactory, and I felt the service and conduct of staff fell short of expectations.

Phone line cuts off before speaking to anyone

The reception staff disconnected the call before I could explain my situation. I have been waiting for an appointment for two weeks now, and my condition has not improved.

Staff listened and helped during difficult time

I have been facing some challenging health circumstances recently, and the team here has been wonderful and extremely supportive throughout. The practice maintains excellent standards of cleanliness and is well-organised in its setup.

Long wait, rushed appointment, felt unheard

The quality of care at this practice has declined significantly. I attended an appointment where I waited for an extended period despite the waiting room being nearly empty, and the consultation itself was very brief. During the visit, I felt that my concerns were not properly explored, as I was not asked about my symptoms or circumstances. The experience left me feeling overlooked and unsupported in getting the help I needed.

Couldn't get through on the phone

Completely unremarkable experience.