Beaumont Park Medical Group

Reception attitude made me leave after decades

After being a patient for over 41 years, I have recently decided to leave this surgery. The clinical staff are wonderful when you manage to secure an appointment with them. Most of the reception team are pleasant, though there is one individual whose demeanor I find particularly problematic. Her attitude comes across as unwelcoming, and I have observed her displaying frustration in front of waiting patients in ways that seem inconsistent with the caring values the practice should represent. It appears she may be unhappy in the role. I have had mixed experiences with the advanced practitioners I have seen. One was excellent, while another's approach I found off-putting. One practitioner in particular came across as somewhat dismissive and made me feel judged regarding my use of pharmacy services. It is disappointing that this surgery has declined from what it once was. The standard of care and attention to detail no longer feels as thorough as it previously did, and I worry about the potential consequences for patients going forward.

Reception dismissed concerns without asking about urgency

I found the interactions with staff to be dismissive and unhelpful across several years of attempting to use this surgery. My most recent visit was the deciding factor in switching to a different practice. The surgery has faced regulatory scrutiny and received a notice requiring improvement, which received significant media attention. When I contacted the surgery with a medical concern, reception staff did not enquire about the severity or details of my issue before informing me that appointments were available only three weeks ahead. I was instructed to call back at a specific time that day if I wished to secure one of the newly released slots. This led me to attend an urgent care centre instead, where staff appeared surprised by my surgery registration. The urgent care centre subsequently referred me to the emergency department at the hospital. This was not an isolated incident. I found myself questioning the value of being registered with a surgery where access beyond reception proved difficult, and where the triage process felt abrupt and unwelcoming. It became more straightforward to seek care elsewhere. When facing health concerns, a GP surgery should provide attentive, responsive care. This practice did not meet that standard for me. I would encourage others to consider registering with an alternative surgery.

Phone call sorted my prescription problem quickly

I'm puzzled by the unfavorable feedback. As someone with a background in critical analysis, I tend to scrutinize things carefully, but having attended this practice regularly over an extended period and been treated by various members of their clinical team, my encounters have consistently been of a high standard. During a time when international circumstances left me temporarily abroad and I found myself short on medication supplies due to my own oversight, a simple telephone conversation resolved the issue promptly. I feel fortunate to have access to such a capable medical practice.

Staff who genuinely listen and care

Wonderful individuals who demonstrate genuine compassion. I have consistently felt listened to and the care I have experienced from the team here has been truly supportive and uplifting. I am grateful for the dedication shown.

Reception staff were dismissive and rude throughout

This practice should not continue operating. There appears to be poor coordination among team members. My daughter received incorrect assessments on multiple occasions and was prescribed medication over an extended period when a straightforward test that I repeatedly requested was repeatedly declined. Test outcomes seem to have been processed without proper review and marked as satisfactory despite concerning results. There is no apparent monitoring of ongoing medication use. There are numerous other concerns I could raise. The front desk staff are unhelpful, displaying rudeness and an inflated sense of importance. The clinical staff appear disengaged and seem to be counting down to retirement rather than providing quality care. Urgent improvements are needed to prevent serious patient harm.

Reception staff showed little interest in helping patients

Update July 25 - I was reassured to see that the recent CQC inspection findings aligned with my own experience of this practice. I found this to be a deeply unsatisfactory practice with significant concerns. The reception team appeared dismissive and seemed unsuited to their roles in terms of patient interaction. The clinical staff member responsible for initial assessments came across as frustrated and irritable during phone calls, and when I attempted to discuss my concerns, the interaction became tense before I was eventually offered an appointment. The clinicians appeared reluctant during consultations, often seeming dismissive of my presenting symptoms, which later transpired to relate to a more serious health matter. The level of persistence required to be heard and have concerns properly addressed was disproportionate, and I believe the practice warrants closer scrutiny by the relevant regulatory body.

Felt truly listened to during consultations

The new practice manager has provided exceptional support that exceeded my expectations during recent consultations. I am very grateful for their assistance.

Reception blocked urgent callback despite doctor's advice

I have experienced frustration on multiple occasions with the reception staff showing a lack of willingness to assist. When I explained that I had been advised to seek immediate help if my symptoms returned, I was met with an unhelpful response. I was told to call back the following day, with the earliest available appointment being several weeks away, despite having been given different guidance by my clinician.

Reception staff made booking straightforward and welcoming

I have been attending this surgery for the last two decades and have consistently been satisfied with the care I have received. My regular clinician is exceptionally caring and sympathetic; they take time to understand not just your immediate concerns, but also your personal circumstances, which often proves relevant to addressing your health issues. I hope they continue to work at the practice for many years to come. The reception team are always friendly and highly organised. The nursing staff here are also very competent and professional in their roles.

Receptionists blocking access to doctors

I find myself uncertain whether to focus on the unwelcoming attitude from the front desk or the insufficient attention I've received from most of the clinical staff at this practice. If you have other options available, I would consider exploring them. It seems unusual that administrative staff would need to inquire about the nature of your visit. Each time we contact the practice, interactions with the reception team feel unnecessarily difficult. Update: I struggle to believe this represents the standard of care we should reasonably expect. The majority of the team have come across as dismissive and unhelpful.

Quick callback and helpful pharmacy guidance

Called at 11am, following the morning assessment process, regarding an unwell child. Received a callback and triage consultation with clinical advice within sixty minutes, along with a subsequent message indicating where to obtain prescribed medication - all completed during an exceptionally busy period. Guidance regarding the presenting symptoms was provided along with the option to attend an appointment if needed. Excellent service delivered by both reception and clinical staff, much appreciated.

Receptionist defensiveness makes access harder

I have experienced good quality care at this surgery, however accessing appointments and maintaining continuity with the same healthcare provider from previous visits has become increasingly challenging. The reception staff can sometimes come across as defensive when handling patient enquiries. Seeking healthcare should not require confrontation or leave patients feeling like they are viewed as an inconvenience rather than valued individuals requiring support.

Long-term patient feels well cared for

I have been with this practice for twenty five years and they are amazing. The clinician has supported my family through difficult and positive times, and I am very grateful for their care.

Phone lines closed before closing time

It's now early evening and the surgery is due to close shortly, yet the phone lines have already been disconnected. This seems rather unusual given there is still time remaining before the official closing time.

Reception staff dismissive about urgent prescription needs

My main concern with this practice relates to the reception staff member I spoke with. When I contacted them regarding an urgent prescription matter after a delivery issue, I felt the response lacked helpfulness and understanding. Rather than assisting with my request, I was directed to call 111 due to the practice closing shortly. When I asked if someone could call me back before closure, this did not happen. I would appreciate to see improvements in the customer service approach at reception, as the interaction left me feeling the staff member could benefit from developing their communication and empathy skills.

Professional and efficient appointment booking

Demonstrated a high level of professionalism throughout.

Receptionist refused to book phone appointment

The service provided fell significantly short of expectations. The reception staff appeared dismissive and unhelpful, routinely redirecting patients to alternative services for minor concerns rather than offering support. I was unable to secure a telephone consultation despite requesting one. I have decided to seek care elsewhere. This practice does not meet the standard of care I require and would not recommend it.

Diagnosis left on answerphone without examination

I experienced very poor service and felt the care provided was inadequate. I recently received a diagnosis via voicemail from a clinician I had never met before, which was concerning. Additionally, I did not see this same clinician for my original complaint, and I was not examined at the surgery for the issue I presented with. I have retained records of these communications and intend to escalate this matter through formal NHS complaints procedures. I am also frustrated by the extended opening hours advertised until 8pm, as these do not appear to benefit working patients like myself who cannot attend before 6pm. Despite the late opening times, appointments offered are only available during daytime hours, which makes the extended hours seem pointless. This practice has been a significant disappointment. Staff have failed to call during scheduled telephone appointments, and when clinicians have committed to calling at a specific time on a particular day, these calls have not materialised. I have been waiting several months for a promised callback that never occurred. I would caution anyone using this surgery to ensure they are in good health, as I would not feel confident relying on their services during a serious illness. I would recommend exploring alternative healthcare providers.