Beech Tree Surgery

Felt genuinely listened to at every visit

I am incredibly grateful to this practice for the compassion, consideration, support and medical assistance I have received since becoming a patient here two years ago. Without fail, every clinician, healthcare professional, administrative staff member and receptionist deserves recognition in this five-star assessment. I have regrettably needed to visit frequently over the past year, which has provided ample opportunity for disappointment, yet this has simply not occurred. During each visit, I have been met with warmth, empathy and dignity. I have not felt this level of medical reassurance in many years. Thank you to the entire team. You truly represent the highest standard of care.

Reception queue made me feel rushed

The experience remains disappointingly poor. The digital check-in system is quite problematic, and if parking proves difficult, you risk arriving late, facing a lengthy wait, and receiving criticism from reception staff who seem unwilling to take responsibility. This situation genuinely requires improvement.

Reception staff need better training and support

I am very disappointed to have to share this feedback. The relevant health authority should consider a thorough review of this practice. The surgery appears to operate at maximum capacity from opening time, and patients are frequently redirected to emergency services in ways that seem unnecessary. The reception team would benefit from additional training, and the clinical staff appear to be managing an unsustainable workload for the population they serve. I believe the health authority should intervene, as there are concerns that some urgent cases may not be receiving appropriate attention. I regret having to raise these concerns.

Admin team persevered with my referral request

I appreciate the administrative team's persistence in processing my referral. They demonstrated exceptional dedication and went the extra mile to help.

Phone queues made me switch practices

After more than two decades, I made the decision to switch to a different practice. I experienced significant frustration with the service, including lengthy waits when calling and being disconnected, an extended period waiting for test results for my child that ultimately needed to be redone, and receiving a diagnosis over the phone without an in-person consultation. I submitted a formal complaint to the practice management some time ago, which remains unresolved. There are other concerns I could mention as well. My new surgery has been considerably more responsive, offering prompt same-day appointments without difficulty. I would recommend considering alternatives.

Last minute location change without consent

We would not recommend this practice. We booked an appointment at one location, but shortly before our appointment time we received a text message notifying us that the appointment had been moved to a different location without our consent, despite having previously stated our preference not to attend that alternative site. When we contacted the practice to discuss this, we found the interaction with the reception staff to be unhelpful and felt we were blamed for not attending rather than receiving support. We attended the medical centre seeking care and assistance, not to be held responsible for administrative issues. We hope sharing our experience may help others make informed decisions about their healthcare provider.

Impossible to book an appointment here

Once you manage to secure an appointment the clinical staff are excellent, but obtaining one in the first place is extremely challenging. I spent considerable time on the phone only to be advised to contact the practice again the following day, and this pattern repeated itself. Attempting to book through the online system yielded no available slots for an extended period. This difficulty in accessing appointments occurs consistently whenever medical attention is needed. The situation is deeply frustrating.

Diabetic team found alternative medication for me

Despite the current circumstances affecting medication availability, the specialist team made considerable efforts to source the particular medication that suited my needs given my allergies. They demonstrated exceptional commitment and dedication. I am very grateful for their support.

Nurses made me feel well looked after

The nursing staff provided excellent care.

Pharmacy closing times make Friday collection difficult

I find it frustrating that prescriptions cannot be collected after 1130 am on Fridays when the practice closes until Monday. I arrived at 1125 am on a Friday only to discover the surgery had already shut. If someone runs out of medication or forgets to collect it earlier in the week, they may face several days without their prescriptions, which is particularly problematic during bank holidays. The opening hours at this location are not well-suited to medication collection needs.

Struggling to reach surgery after test results delayed

I underwent a respiratory assessment approximately two weeks ago but have yet to receive my results. The surgery's telephone system relies on an automated message service, which I find frustrating. I submitted a request for a callback and was given a queue position, however the callback was subsequently cancelled without explanation. I find this level of service unacceptable for a medical practice. The difficulty in making contact is concerning, and improvements are clearly needed. Other patients I have encountered share similar frustrations regarding their experiences at the practice. I believe external oversight and evaluation would be beneficial to identify and address the underlying issues. Based on my interactions, I suspect such an assessment would reveal significant shortcomings in service delivery.

Quick online system made getting help easy

I experienced illness during winter and was quite unwell with cold and flu symptoms. The reception team and the clinician provided a very prompt response and clear guidance on navigating the online appointment system. I received a prescription within twenty minutes, which was particularly helpful as I was too unwell to visit the surgery in person. The text message notification allowed my partner to conveniently collect the necessary medication from a pharmacy close to their workplace. The service provided was excellent and much appreciated.

Reception staff made me feel genuinely welcome

I rarely leave reviews, but I felt compelled to share my experience today. I have encountered unsatisfactory care from the NHS previously and approached today's appointment with some apprehension, worried that I might be dismissed or made to feel like I was taking up valuable time. My face to face appointment was scheduled within two weeks of requesting it. Upon arrival, I was welcomed by a courteous and organised member of the reception team. I was called through within 15 minutes of my scheduled time and seen by a clinician who demonstrated warmth, professionalism and attentiveness during the consultation. I felt treated as an individual and my concerns were met with genuine understanding. I would wholeheartedly recommend this practice. The standard of care shown today was excellent and I hope this level of service continues.

Friendly dental care kept my teeth intact

I have been receiving dental care from this practice since the clinician first began their career, and I have maintained all of my natural teeth throughout this time. The clinical team and support staff create a friendly and encouraging atmosphere, and the practice environment is peaceful and inviting.

Couldn't get appointment for eye problem

The practice has become increasingly difficult to access since the pandemic. My daughter has been unable to secure an appointment for an eye-related concern. It appears eye-related issues are no longer handled at this surgery. This is quite frustrating.

Struggling to get through by phone or online

Attempted to contact the practice by telephone without success and also tried using the online system without any luck. Found the experience to be frustrating and unproductive.

Reception staff treated me poorly and dismissively

The reception team's manner of communication could be improved, as interactions sometimes feel dismissive and disrespectful. The practice management also appears ineffective in addressing concerns. Patients may find that submitting formal complaints through internal channels does not result in meaningful change. It may be worth considering escalating concerns to external regulatory bodies, as this approach appears more likely to prompt action than relying on internal complaint procedures alone.

Appointment system frustrating since the pandemic

The practice has declined significantly in recent times. It previously provided excellent care, but the experience has deteriorated. The appointment process now requires completing a form, followed by an uncertain wait for a callback. When contact is made, it is typically from a healthcare professional rather than a doctor, which is frustrating. I am dissatisfied with this arrangement and am seriously considering registering with a different practice.

Long waits and unhelpful phone queue responses

Extremely disappointing experience with the service provided. There was a considerable delay in obtaining a repeat medication request. When attempting to contact the practice regarding an urgent health concern, I experienced a lengthy wait time on the phone only to be redirected to an online platform. After using the online system, I received a message indicating a response would be provided within several days, though this took considerably longer than anticipated. The wait for a telephone consultation regarding a significant health issue extended over several weeks, which felt inadequate given the resources available to the practice. I have concerns about accessibility for patients without reliable internet access. The overall experience has prompted me to seek care elsewhere.

Fast appointment booking and friendly reception staff

Excellent fast and reliable service. No difficulty obtaining an appointment with the clinician. The reception staff were pleasant and approachable.