Benfield Park Medical Group

Phone lines make booking nearly impossible

There is no point attempting to contact the practice by telephone to arrange an appointment, as it proves to be entirely futile. The experience is extremely disappointing.

Problems taken seriously and resolved quickly

They provide excellent care! Every concern is treated with importance and resolved promptly.

Felt genuinely listened to and understood

I have never encountered a general practitioner of this calibre before. This is what healthcare ought to be like.

Hard to reach by phone but convenient for x-rays

Excellent facility with occasional challenges reaching them by telephone. Convenient for having imaging procedures completed on-site, which has saved me from needing to attend hospital appointments. I've had multiple procedures done there over time.

Staff took time to listen and answer questions

I attended an appointment yesterday for a medication review. The clinician was absolutely lovely and explained things thoroughly without rushing me. They asked if I had any questions, not just about my medications but about my general health as well. I felt very comfortable during the consultation and received helpful examples and advice regarding my health. It would be beneficial to have more staff members who listen attentively and answer the questions patients need to ask. Thank you for such a pleasant appointment experience.

Convenient clinic for minor procedures and scans

Excellent facility. I've attended on multiple occasions for imaging scans and various other concerns. It's a convenient option for minor surgical procedures, offering an alternative to larger hospital centres. The location works well for my circumstances.

Felt genuinely listened to during appointment

I had an appointment at the practice today and was genuinely impressed by the professionalism and care I received. The clinician took time to listen carefully to my concerns and ensured I felt understood and supported throughout the visit. Their calm, attentive approach and willingness to go the extra mile made a real difference to my experience. I'm very grateful for the exceptional care provided. Thank you.

Got seen quickly with friendly staff

Arrived promptly and was attended to by friendly staff members.

Reception staff made me feel genuinely listened to

I have been a patient at this practice for over two years and have consistently found the care to be excellent. The reception team are invariably welcoming and helpful, whilst the clinical staff demonstrate a genuine commitment to delivering high-quality care. During a challenging period with my wellbeing this year, I experienced considerable understanding and empathy from the medical team. I feel heard and comfortable during my appointments and am grateful to the practice for making me feel acknowledged and for providing a supportive environment where I can openly discuss my concerns.

Easy to book appointments for elderly relatives

Convenient accessibility for my relative

Friendly reception made the visit straightforward

Excellent experience

New triage system leaves elderly patients struggling

Disappointing. I've been with this practice for many years and have been very happy with the service I have received, so much so I recommended the practice to my family members. However the new triage system isn't fit for purpose, it's not suitable for elderly people and people who aren't computer savvy. A family member tried to get an appointment and was told to come back at a later time, which they did. They asked the receptionist for an appointment and was given a link to make their own. Surely common sense should've prevailed at this point. I received a call from my family member who was distressed because they didn't know what to do with the link they'd been given. I was able to get permission to leave work to try and sort something out. Fortunately I managed to get through and spoke to a member of staff, an older person who understood totally and was the voice of reason. This staff member made an appointment there and then. Now why couldn't the person on reception used their common sense and done the same? I actually feel embarrassed that I recommended this practice to my family because it's not what it was. The compassion has been lost to technology. Let's hope the practice management read this feedback and do something about it.

Adequate service, nothing particularly special

It's adequate, nothing particularly noteworthy, simply the standard one would anticipate in modern healthcare.

Reception dismissive about urgent medication need

When my essential medication device unexpectedly stopped working, I attempted to resolve the matter independently by contacting the out-of-hours service, but was directed to reach out to my GP practice instead. Upon following this guidance, I found the initial interaction with the reception staff to be unhelpful, with concerns raised about the urgency with which my request would be handled. Given that this is medication I depend on daily, the lack of reassurance about timely provision was frustrating. The clinician who subsequently dealt with my request was helpful and professional. However, I feel the reception team would benefit from training in handling time-sensitive healthcare matters and communication skills. Following this incident, I arranged my medication through an alternative pharmacy, though approval from my GP practice took considerably longer than the usual timeframe. I have noticed a general decline in the standard of service at this practice compared to previous experiences. I am disappointed by how this situation was managed and am considering raising a formal concern through the appropriate NHS channels regarding my experience.

Online booking system doesn't work for everyone

Remote consultations are problematic for my elderly relative who lacks digital access. This approach is disappointing.

Form system blocks older patients from booking

The new appointment booking process feels overly complicated. I attempted to complete the online form but encountered a barrier at the NHS number field, which I wasn't aware I needed. After calling back, the receptionist indicated this information wasn't necessary, yet the system wouldn't proceed without it. Once I explained the issue, she eventually provided me with the number. This approach raises concerns about accessibility for older patients who may not be comfortable using digital systems. It seems the practice may be discouraging certain patients from seeking care. This could contribute to increased pressure on emergency services and longer waiting times elsewhere in the NHS. The previous booking method would be preferable.

Online booking system making appointments nearly impossible

I have been a patient at this practice since 2014 and until recently, I have been very satisfied with the care provided. However, since the introduction of an online appointment booking system, accessing appointments has become considerably more difficult. When I eventually secured an appointment, I was seen by a junior clinician who, whilst demonstrating genuine helpfulness, was noticeably still developing their experience. My initial respiratory symptoms have progressed significantly over time, and I have developed additional complications. I attempted to book an appointment through the online system for several days without success, trying repeatedly during the early morning hours. When I contacted reception after they opened, I was told it would not be possible to speak with a clinician, and I felt the response was dismissive. I recognise that reception staff are likely managing considerable pressure due to high demand on the booking system, which may be contributing to the interaction. I currently require a medical certificate for work purposes and am uncertain of the process to obtain one. I also need a prescription, which adds to my concerns about accessing the support I need. The overall experience has been frustrating. I would suggest that patients take the initiative to update their own medical records through available apps to ensure their health concerns are properly documented.

Online booking system leaves patients waiting for responses

Since the surgery implemented online appointment referrals, the service quality appears to have declined significantly. Obtaining an appointment by telephone has become very difficult, as I experienced being first in the queue for an extended period without my call being answered. I attempted to use their online booking system on two separate occasions without receiving any response. Following similar unsuccessful attempts over the past several weeks, I found myself unable to secure an appointment through either method. The overall experience has been frustrating and has left me disappointed with the service provided.

Appointments run late despite arriving early

It's a reasonably good practice overall. My main concern is with appointment punctuality. Despite arriving early as scheduled, there are consistently delays in being seen. This is quite frustrating, and the reception staff aren't particularly helpful when you inquire about the wait. The response tends to be that they're busy, though this doesn't seem accurate when you're the only person waiting in the room.

Doctors listen and reception staff are helpful

I have been attending this surgery for many years and I find that the medical staff take time to listen to your concerns and make efforts to arrange hospital referrals for you. The reception team are also very pleasant and helpful. Thank you.