Beacon Surgery

Reception staff unhelpful when requesting referral letter

The receptionist's approach was unhelpful and dismissive throughout my visit. I asked for a copy of a referral letter to share with another healthcare provider and was instructed to call the practice. I explained that I had already attempted this earlier in the day without success, but was repeatedly assured they would eventually answer, which felt unhelpful given that I had already made the effort to visit in person. When I requested the letter be provided to me at the practice, I was refused with the explanation that they could not verify my identity in that way. I questioned how verification would be any easier over the phone and received no satisfactory answer. When I asked about alternative methods to obtain the letter, I was told I could submit a written request. I asked to do this and was reluctantly given a blank piece of paper. After completing my request, I asked how staff would verify my identity from a written form, and the response was simply that they would make that decision. It appeared the receptionist lacked understanding of the actual process and was providing vague responses rather than genuine assistance. This experience is consistent with my not having received the referral letter or any notification that it was ready for collection. I also observed another patient asking to change their name, and when handed what appeared to be an incorrect form, the receptionist responded in a dismissive manner by suggesting they simply cross out the irrelevant section. This further demonstrated a lack of clear procedures and an unhelpful attitude. The three-star rating reflects the quality of the clinical staff. The reception experience was disappointing.

Reception didn't hear the door bell ringing

The receptionist seemed unaware of the door bell ringing repeatedly and I nearly missed my appointment as a result. Additionally, patients appeared to be left waiting outside in cold conditions.

Reception staff made appointment stressful

Attended an outpatient appointment this evening. I found the interaction with the reception staff to be quite uncomfortable, which was an experience I hadn't encountered before at a medical practice. This added to the stress I was already experiencing ahead of my visit. I do not plan to return to this practice in the future.

Registration form lost twice, no weekend help

This has been my most disappointing experience with a medical practice to date. I submitted a registration form to join the surgery, but after a fortnight they contacted me to say the form could not be located and would need to be resubmitted. Upon returning, I was informed that the practice was unable to process new registrations due to staffing constraints. I was asked to attend in the afternoon, which conflicts with my work schedule, and since the practice does not open weekends, I found myself in an impossible situation regarding when I could complete the registration. When I pointed out that I was returning due to the initial issue, the staff did not appear willing to explore alternative solutions. Additionally, I was unable to find a complaints email address listed on the website, leaving me with limited options for formally raising my concerns other than through this public platform.

Hard to book appointments through the phone queue

The two stars reflect my experience with one particular clinician who I found to be genuinely excellent. However, I've encountered significant difficulties accessing appointments. After spending considerable time on hold attempting to book, I was informed that the practice operates on a same-day appointment system only, requiring patients to call at 8am. This approach presents practical challenges for me: firstly, the high volume of calls at that time means appointments are typically fully booked by the time I connect, and secondly, as a full-time employee, I'm unable to arrange my schedule around same-day availability. Consequently, I've been unable to address my health concerns. I find this appointment system frustrating and ineffective for my circumstances.

Practice staff made me feel genuinely understood

The entire medical team at this practice is excellent. There is one clinician in particular who demonstrates exceptional understanding in specific circumstances. This clinician's approach is so effective that I have a strong preference for seeing them. However, if I am unable to do so and see another member of the team instead, I am perfectly content. As I have mentioned, all the staff members are truly wonderful.

Hard to reach but worth the effort

The medical professionals continue to be of high quality, however accessing their services requires navigating through a challenging reception experience.

Reception staff were dismissive and disorganised

I registered with this practice last summer following relocation to the area, as it had excellent ratings. Across three visits, I found the reception team's approach to be disorganised, with communication and listening skills that fell short of expectations. On two occasions, I felt spoken to in an unnecessarily harsh manner. While my consultation with the clinical staff was positive and professional, the overall experience with the front desk team has been disappointing enough that I have decided to transfer my family's care elsewhere.

Felt genuinely listened to and unhurried

The GP I saw was excellent - they took the time to really listen to what I had to say and didn't make me feel rushed at all. They were very kind and had a wonderful sense of humour, which was really appreciated. I left the appointment feeling very positive and in good spirits.

Staff listened and supported me through difficult times

The team at this practice has consistently demonstrated kindness and compassion throughout my time as a patient. They have provided meaningful support during particularly challenging periods in my life. I have felt genuinely heard and valued during my interactions with them, which reflects their commitment to treating patients as individuals and delivering quality care. I am grateful to all the clinical and support staff for their dedication and genuine concern for their patients' wellbeing.

Helpful support during difficult times

Excellent practice, have consistently provided valuable support during challenging periods.

Doctors really do listen to you

Excellent healthcare professionals across the practice.

Felt genuinely listened to and cared for

The clinician at my practice is simply the best! They are such a kind and caring person on top of being a fantastic healthcare professional!

Friendly staff and helpful service

Extremely pleasant staff and excellent care provided.

Prompt appointments and polite reception staff

Excellent medical practice that provides timely availability for appointments when required, consistently demonstrates courtesy, and delivers high-quality care throughout.

Caring staff who really listen

The clinical team and nursing staff demonstrate genuine care and compassion in their approach to patient care.

Friendly staff made the booking process smooth

Prompt and welcoming

Practice turned away suicidal patient repeatedly

I was unable to receive care on multiple occasions when I presented with significant mental health concerns.

Kind staff made us feel genuinely supported

I'm very satisfied with the kindness and friendliness demonstrated by all staff members. Throughout my time at this practice, I've encountered multiple healthcare professionals who have consistently shown professionalism, genuine care, and helpful support.

Felt genuinely listened to and cared for

We are truly grateful to have access to such a wonderful and compassionate team of healthcare professionals across all departments. Thank you to everyone involved in our care.