Blackfriars Medical Practice

Patient Experience Summary

Clinical staff and healthcare professionals at the practice receive consistent praise for their expertise, compassion, and attentive listening. Many patients report positive experiences with appointment scheduling through online services and telephone consultations, alongside responsive communication and efficient referral processes. However, significant access challenges persist, particularly regarding phone availability and booking system reliability. Patients frequently describe difficulty reaching reception by telephone, with extended waiting times, unresponsive contact channels, and inconsistent information about appointment booking procedures. The online AskMyGP platform experiences unpredictable availability, leaving patients unable to access services at critical times.

Reception staff performance is notably inconsistent. While some patients commend their courtesy and professionalism, others report dismissive interactions, condescending communication, and abrupt call terminations. Issues with appointment confirmations, cancellations without notification, and failure to update patient records have been documented across multiple reviews. System responsiveness problems extend beyond phone access, with patients experiencing long hold times, incomplete information on website availability, and difficulties with registration processes.

The practice demonstrates a clear divide between clinical care quality and administrative service delivery. Patients consistently value the medical expertise and supportive approach of clinicians, yet express frustration with organisational systems and reception experience. Improving communication channels, appointment booking consistency, and reception staff training would address the primary service gaps identified in feedback.