Begg Practice St. John's Hill Surgery
Great! (87 reviews)
Great! (87 reviews)
The practice demonstrates predominantly positive feedback with strong clinical care and reception service quality emerging as consistent strengths. Patients frequently report prompt appointment access, efficient booking processes, and responsive digital communication, with many noting same-day or rapid appointment availability. Reception staff receive particular praise for professionalism, courtesy, and helpfulness, whilst clinical teams are commended for their expertise, compassion, and attentiveness to patient needs.
However, several service gaps persist across the patient experience. Appointment booking delays and triage system limitations continue to frustrate some patients, particularly those requiring urgent care. Prescription management issues, including medication continuity concerns and delayed processing, have been reported by multiple patients. Telephone access difficulties during peak hours and inconsistent staff courtesy from isolated team members represent additional concerns. Communication responsiveness gaps, particularly around proactive patient updates and follow-up, have been noted by some patients.
Recent feedback suggests positive momentum, with patients observing management involvement, improved facilities, and enhanced team training. The practice appears to be addressing previous service inconsistencies, though challenges around appointment booking systems, prescription handling, and telephone accessibility would benefit from continued attention to maintain the high standards patients expect from their clinical care experience.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
Respond to patient reviews
Monitor satisfaction trends
Generate CQC evidence reports
Claim & Manage ProfileShows how often this practice responds to patient reviews and feedback.
The practice demonstrates predominantly positive feedback with strong clinical care and reception service quality emerging as consistent strengths. Patients frequently report prompt appointment access, efficient booking processes, and responsive digital communication, with many noting same-day or rapid appointment availability. Reception staff receive particular praise for professionalism, courtesy, and helpfulness, whilst clinical teams are commended for their expertise, compassion, and attentiveness to patient needs.
However, several service gaps persist across the patient experience. Appointment booking delays and triage system limitations continue to frustrate some patients, particularly those requiring urgent care. Prescription management issues, including medication continuity concerns and delayed processing, have been reported by multiple patients. Telephone access difficulties during peak hours and inconsistent staff courtesy from isolated team members represent additional concerns. Communication responsiveness gaps, particularly around proactive patient updates and follow-up, have been noted by some patients.
Recent feedback suggests positive momentum, with patients observing management involvement, improved facilities, and enhanced team training. The practice appears to be addressing previous service inconsistencies, though challenges around appointment booking systems, prescription handling, and telephone accessibility would benefit from continued attention to maintain the high standards patients expect from their clinical care experience.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Tomasz D.
one year ago
Excellent!
Practice manager listened and made real changes
This practice provides a welcoming and reassuring environment with excellent ongoing care. The practice management team demonstrates genuine enthusiasm and responsiveness to patient needs, making meaningful improvements based on feedback. I truly appreciate the support received. Today's blood test appointment was handled smoothly and professionally by the clinical staff. I'm grateful for the attentive care provided to both myself and my family members.
Begg Practice St. John's Hill Surgery
one year agoHello, Tomasz! Thank you for taking the time to share your wonderful experience at Begg Practice. We’re thrilled to hear that you felt comfortable and supported during your visits. It's fantastic to know that Hassan has made such a positive impact and that Joanna provided you with excellent care. Your family’s well-being is our top priority, and we appreciate your kind words. If you have any more feedback or need assistance, please don’t hesitate to reach out. Best regards! Begg Practice Team
Syed M.
one year ago
Excellent!
Helpful practice staff resolved my issues quickly
The clinician provided excellent care and support. The practice management team was equally helpful and responsive, quickly resolving both the technical issue and the prescription matter.
Begg Practice St. John's Hill Surgery
one year agoThank you for your kind words! We're delighted to hear that Dr. Rabie provided you with great care and that the Practice Manager was quick to resolve your PC and script issues. Your satisfaction is important to us, and we appreciate you taking the time to share your experience. If you need any further assistance, please feel free to reach out! Begg Practice Team
David W.
one year ago
Excellent!
Consistent care from multiple doctors over many years
I have been a patient at this practice for over 20 years. Initially I saw one particular clinician, and as a group practice, I have seen various doctors over time, which has never been a problem. All the clinicians I have encountered have been excellent, very supportive, and professional. I have experienced significant health challenges following a major surgical procedure and have dealt with ongoing health concerns for an extended period. The clinician I have seen regularly for continuity of care has provided outstanding support for both myself and my family member. The reception team, nursing staff, and pharmacy team have all been equally excellent throughout my time at the practice. I have also used the associated health centre facilities for various services including blood tests, scans, and imaging, and the standard of service provided has consistently been exceptional. Thank you to everyone for the care and support provided.
Begg Practice St. John's Hill Surgery
one year agoHello, David Thank you so much for your heartfelt review! We're thrilled to hear that you've had a positive experience at our practice over the years. It’s wonderful to know that Dr. Vellacott and the entire team have provided you and your wife with exceptional care during your recovery. We truly appreciate your recognition of our reception staff, nurses, and pharmacy team, as well as the facilities you’ve used outside of our practice. Your kind words inspire us to continue delivering the best possible service. If you ever need anything or have further feedback, please don’t hesitate to reach out. Wishing you good health! Best regards!
Hewett F.
one year ago
Excellent!
Easy to book appointments when you need them
I have received excellent care from this practice and have found the service particularly outstanding since becoming a parent and requiring additional support. I had a very positive experience during a medication review appointment, where the healthcare professional was considerate and attentive, providing thoughtful and compassionate care. I have consistently been impressed with this practice, and every staff member I have encountered has been excellent. The practice has also been very accessible when I have needed care for my child, with appointments being straightforward to arrange and the clinical team always demonstrating thoroughness in their approach.
Begg Practice St. John's Hill Surgery
one year agoHello, Hewett Thank you for sharing your wonderful experience with us! We're delighted to hear that you've received brilliant care from the Begg Practice, especially since the arrival of your son. It’s great to know that the clinical pharmacist provided you with such kind and thoughtful support during your medication review. We strive to make the care process easy and accessible for all our patients, and your positive feedback about our staff and appointment system is truly appreciated. If you need any further assistance or have more feedback, please don’t hesitate to reach out. Best wishes to you and your family!
Samiha S.
one year ago
Excellent!
Quick response to urgent urine sample
Attended with a urinary tract infection and provided a urine sample within a couple of hours. The healthcare assistant arranged for antibiotics to be sent to the pharmacy promptly.
Begg Practice St. John's Hill Surgery
one year agoHello, Samiha! Thank you for taking the time to share your experience! We're glad to hear that our healthcare assistant was able to provide you with prompt service for your UTI and that your antibiotics were sent to Clark’s quickly. Your feedback means a lot to us, and we're always here to help with any health needs you may have. If you have any additional comments or need further assistance, please feel free to reach out. Wishing you a speedy recovery! Begg Practice Team
Nailah R.
one year ago
Excellent!
Efficient service from the start
Having recently joined this practice, I have found the service to be well-organised and prompt so far.
Begg Practice St. John's Hill Surgery
one year agoHello, Nailah! Thank you for your review! We’re thrilled to hear that you’ve had an efficient experience since registering with us. We strive to provide the best service possible and appreciate your feedback. If you have any questions or need assistance as you continue your journey with us, please don’t hesitate to reach out. Welcome to our practice!
Farhana R.
one year ago
Excellent!
Easy triage system and quick appointment access
Had an appointment recently and am now on medication, feeling much better as a result. The appointment booking system was straightforward to navigate, and I was able to see a clinician within a reasonable timeframe. I feel reassured by the care received.
Begg Practice St. John's Hill Surgery
one year agoHello, Farhana! Thank you for your wonderful feedback! We’re so glad to hear that Dr. Emma was able to help you and that you’re feeling great after your visit. It’s great to know that our triage system made it easy for you to see a GP promptly. Your relief is what we aim for, and we appreciate you sharing your experience. If you need anything else or have further questions, please feel free to reach out. Wishing you continued good health! Begg Practice Team
Kamruzz K.
one year ago
Excellent!
Helpful support with NHS app access
I really appreciate the assistance I received in getting set up with the NHS app. I'm now able to access all my correspondence and have the convenience of booking my blood test appointments through the online system.
Begg Practice St. John's Hill Surgery
one year agoHello, Kamruzz! Thank you for your kind words! We're thrilled to hear that you found our assistance with the NHS app helpful and that you’re now able to access your letters and book your blood test appointments online. We strive to make healthcare as convenient as possible for our patients. If you have any further questions or need assistance, please don't hesitate to reach out. Best regards! Begg Practice Team
Goyas M.
one year ago
Excellent!
Practice manager's hands-on approach makes difference
It was encouraging to see the management team actively involved in the reception area! There was a clear sense of positive momentum. The appointment booking process was straightforward and efficient. I received a prompt response within a short timeframe and was able to see a clinician the same day. I appreciated the swift assistance provided.
Begg Practice St. John's Hill Surgery
one year agoHello, Goyas! Thank you for your fantastic feedback! We’re delighted to hear that you had a positive experience with our Practice Manager and that the booking process was easy for you. It’s wonderful to know that you received a prompt response and were able to see Dr. Begg the same day. Your satisfaction is important to us, and we appreciate you taking the time to share your experience. If you need any further assistance or have more feedback, please feel free to reach out. Thank you again!
Rehana M.
one year ago
Excellent!
New practice rooms make a good impression
The practice appears to have undergone some pleasant improvements, with additional consultation spaces now available.
Begg Practice St. John's Hill Surgery
one year agoHello, Rach! Thank you for your positive feedback! We’re glad to hear that you like the new look of the practice and the additional GP rooms. We strive to create a welcoming environment for our patients, and your comments are much appreciated. If you have any questions or need further assistance, please don’t hesitate to reach out. Thanks again for sharing your thoughts! Begg Practice Team
Sai C.
one year ago
Great!
Reception team made booking appointments straightforward
I have been a patient at this practice for approximately half a year and have found their service to be exceptionally good. The reception staff are both efficient and welcoming, and I have particularly appreciated the support I received when arranging appointments with various healthcare professionals during my recent visits. The staff member who assisted me was notably kind and attentive to my needs. Wait times at reception have been minimal, and I have not experienced any difficulties when booking appointments over the phone.
Begg Practice St. John's Hill Surgery
one year agoHello, Sai Chaitanya! Thank you for your wonderful review! We’re thrilled to hear that you have been exceptionally impressed with our service since registering with us. It’s great to know that our reception team, especially Sai, provided you with kind and helpful assistance in scheduling your appointments. We strive to minimize waiting times and ensure a seamless experience for our patients, so your feedback is truly appreciated. If you need any further assistance or have more to share, please feel free to reach out. Thank you once again for your kind words! Begg Practice Team
Md R.
one year ago
Excellent!
Reception made booking an appointment straightforward
The reception team provided excellent service. Scheduling an appointment was straightforward and the staff member at reception was highly professional. Well done to the team.
Begg Practice St. John's Hill Surgery
one year agoHello, Habibur Rahman Thank you for your fantastic review! We’re delighted to hear that you had a great experience with our reception team and found it easy to get an appointment. It’s especially nice to know that Rehana provided you with professional service. Your kind words motivate us to continue delivering excellent care. If you need further assistance or have any questions, please don’t hesitate to reach out. Thanks again for your support!
Rajmin M.
one year ago
Excellent!
Helpful pharmacy staff made the visit easy
Excellent Pharmacy Staff The pharmacy team at this location demonstrated outstanding professionalism and helpfulness. Their service was efficient and courteous, making the experience straightforward and pleasant. The staff members were knowledgeable and attentive to patient needs, providing clear guidance and support. Overall, this was a positive interaction with a well-organised pharmacy service.
Begg Practice St. John's Hill Surgery
one year agoHello, Rajmin! Thank you for your positive feedback! We’re glad to hear that you had a great experience with our pharmacy team. Your support means a lot to us, and we strive to provide the best care possible. If you have any further comments or need assistance, please feel free to reach out. Thanks again for your kind words!
Aaliyah A.
one year ago
Excellent!
Friendly reception and quick appointment booking
Positive experience with the care received.
Begg Practice St. John's Hill Surgery
one year agoHello, Aaliyah! Thank you for your concise and positive review! We’re glad to hear that you had a good experience with our service. If you have any specific feedback or need further assistance, please feel free to share. We appreciate your support! Best regards!
Magdalena K.
one year ago
Bad!
Reception staff gave incorrect medical information
This practice has not met my expectations. Over an extended period, I have experienced ongoing difficulties with prescription management for my child's chronic condition. Essential medication components have repeatedly been absent, requiring me to follow up multiple times to resolve issues. During a phone conversation with reception staff, I received information that I found concerning and felt demonstrated a lack of understanding about the treatment involved. I am disappointed by what I perceive as inadequate support for patients with complex medical needs. I intend to pursue this matter through formal channels.
Begg Practice St. John's Hill Surgery
one year agoHello, Magdalena, Thank you for sharing your concerns, though I’m truly sorry to hear about the difficulties you’ve experienced with our practice. Your feedback is very important to us, and it’s clear that we have not met your expectations, particularly regarding the prescription process for your child. I sincerely apologize for any frustration this has caused you. It’s unacceptable for any patient, especially those who are vulnerable, to feel this way. I would like to encourage you to reach out directly to our practice at [email protected] so that we can investigate this matter thoroughly and work towards a resolution. Thank you for bringing this to our attention, and I hope to hear from you soon. Best regards, Begg Practice Team
Zuzanna D.
one year ago
Average!
Reception staff made booking difficult and frustrating
Excellent clinical care, but the administrative and telephone support services fell short of expectations.
Begg Practice St. John's Hill Surgery
one year agoHello, Zuzanna, Thank you for your feedback. We appreciate you taking the time to share your experience with us. We’re glad to hear that you think highly of our GPs, but we’re truly sorry to learn that the service at the reception desk and over the phone did not meet your expectations. Your concerns are important, and we understand that good communication and service at the reception are vital in providing a positive experience for our patients. I would like to encourage you to reach out directly to our practice at [email protected] so we can address your concerns and work on improving our service. Thank you again for bringing this to our attention. We hope to resolve any issues you're facing and improve your experience with us. Best regards, Begg Practice Team
Zainah B.
one year ago
Bad!
Prescription issues and poor communication left me stressed
Dreadful experience! I have never encountered such poor patient care, particularly regarding medication management and communication responsiveness, which is virtually non-existent. There appears to be no effort to address or enhance any aspect of the service. It is genuinely distressing to engage with this practice. Regarding complimentary NHS screening opportunities, patients should receive notification but do not. When appointments are booked, there is questioning about the appropriateness of the screening despite NHS correspondence indicating eligibility. Several team members, including clinical staff, have been discourteous. No steps are taken to resolve these issues.
Begg Practice St. John's Hill Surgery
one year agoHello, Zainah Thank you for taking the time to share your feedback, even though I’m truly sorry to hear about your negative experience regarding our patient care, especially with prescriptions and communication. Your concerns are important to us, and we understand how stressful this situation can be. I want to assure you that we are currently investigating the issues you've mentioned and have implemented several solutions aimed at improving our service. If you continue to face challenges, please reach out to us directly, and we will prioritize your concerns. We can coordinate with our pharmacy team to address and resolve any outstanding matters as quickly as possible. Your feedback helps us improve, and we sincerely appreciate you bringing these issues to our attention. We hope to improve your experience with us in the future. Best regards, Begg Practice Team
Charlotte C.
one year ago
Excellent!
Rapid responses to online consultations
Excellent medical practice. Quick responses to online consultations. Friendly and empathetic administrative staff alongside a skilled clinical team. Much appreciated.
Begg Practice St. John's Hill Surgery
one year agoHello! Thank you so much for your wonderful feedback! We're thrilled to hear that you’ve had a positive experience with our GP practice, especially with the rapid response to eConsults and the kindness of our reception staff. We pride ourselves on providing compassionate care, and your kind words mean a lot to us. If you need any further assistance or have any questions, please feel free to reach out. Thank you again for your support!
Laura H.
2 years ago
Poor!
Phone call became heated when receiving difficult news
There is a member of staff who works here who is an elderly individual, possibly from overseas. There are noticeable differences in communication style that may relate to cultural background and age. I initially hesitated to comment, but I felt it was important to share my experience in case it might prompt a conversation about patient interaction approaches. I received an unexpected diagnosis over the phone and became understandably upset upon hearing the news. This was a significant health concern, and the emotional reaction was natural given the circumstances. I attempted to ask questions and explain my situation to better understand what had happened. During this conversation, the staff member raised their voice, and the interaction became confrontational. They responded dismissively, stating that I was asking too many questions and that they did not have answers to provide. Despite my distressed state at that moment, I recognised that this appeared to be their typical manner of engaging with patients. I suspect their age and background may be contributing factors to their communication style. I do not believe the rudeness was intentional, but the overall approach lacked patience and sensitivity when responding to a patient's emotional reaction to difficult health news. When I adjusted my own tone to be less emotional, the staff member's demeanor improved noticeably. However, this should not be necessary. Healthcare professionals should receive training in delivering difficult news compassionately and should be guided to respond with calm reassurance rather than raised voices when patients show emotional reactions. I would hope that feedback reaches the appropriate manager so that this individual might benefit from additional support or training in patient communication.
Begg Practice St. John's Hill Surgery
one year agoHello, Laura Thank you for sharing your experience with us. I’m sorry to hear about the challenging interaction you had with Nurse Cecilia during a difficult time. It's understandable that receiving unexpected health news, such as an HPV diagnosis, can be very distressing, and patients deserve compassionate support during these moments. Your feedback is invaluable, and I truly appreciate you highlighting the need for training in communication, especially when it comes to delivering difficult news. We want our staff to approach patients with empathy and understanding, and we will certainly take your comments into consideration for future training. It’s commendable that you managed to regain your composure and address the situation positively. We will ensure that your feedback is relayed to the appropriate individuals for further reflection and improvement. Thank you again for taking the time to provide your feedback, and I hope that your future interactions with our practice are more positive and supportive. If there's anything more we can do to assist you, please don’t hesitate to reach out. Best regards, Begg Practice Team
Giorgos V.
2 years ago
Great!
Had to chase up on my own results
I have had positive experiences across my various interactions with the practice, including appointments, referrals, and investigations. I am reducing my rating by one star because the practice could improve its proactive communication approach. From my perspective, patients need to take the initiative to check on matters related to their care rather than receiving updates automatically.
Begg Practice St. John's Hill Surgery
one year agoHello, Giorgos, Thank you for your positive review! We’re delighted to hear that you’ve had great experiences with our consultations, referrals, and testing. Your feedback is appreciated, and we’re glad that you found our services helpful. We understand your concern regarding proactive communication, and we truly value your input. Effective communication is crucial in ensuring our patients feel fully supported, and we are continually working to improve this aspect of our service. If you have any specific suggestions or further comments, please feel free to share them with us. Thank you for your understanding, and we look forward to continuing to support you in your healthcare needs! Best regards, Begg Practice Team