Blackthorn Health Centre
Poor! (85 reviews)
Poor! (85 reviews)
Patient feedback reveals a mixed experience with significant operational challenges alongside pockets of clinical excellence. Appointment access remains the most consistent concern, with patients reporting difficulty securing bookings through both phone and online systems, extended waiting periods for available slots, and frustration with complex booking procedures. Phone responsiveness emerges as a recurring issue, with many describing lengthy hold times, unanswered calls, and delayed callbacks. Reception experience is notably polarised, with some patients praising courteous and welcoming staff, whilst others report dismissive, rude, or unhelpful interactions that have created barriers to accessing care.
Clinical and nursing care generally receives positive feedback, with patients consistently describing professional, compassionate, and reassuring interactions with medical professionals and nursing staff. Several patients highlight specific examples of excellent care during consultations, wound management, and specialist assessments. However, administrative processes present ongoing friction, including prescription processing delays, incomplete referral documentation, and communication failures regarding appointment confirmations and test results.
The practice appears to have experienced a decline in service quality following recent organisational changes, with patients noting deterioration since mergers with other surgeries. Whilst some patients report successful urgent consultations and efficient service delivery, the broader pattern suggests systemic issues with capacity, staffing, and coordination that are impacting appointment availability and phone accessibility. Patients seeking routine care face particular challenges, though those with urgent needs occasionally report faster responsiveness.
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.
Patient feedback reveals a mixed experience with significant operational challenges alongside pockets of clinical excellence. Appointment access remains the most consistent concern, with patients reporting difficulty securing bookings through both phone and online systems, extended waiting periods for available slots, and frustration with complex booking procedures. Phone responsiveness emerges as a recurring issue, with many describing lengthy hold times, unanswered calls, and delayed callbacks. Reception experience is notably polarised, with some patients praising courteous and welcoming staff, whilst others report dismissive, rude, or unhelpful interactions that have created barriers to accessing care.
Clinical and nursing care generally receives positive feedback, with patients consistently describing professional, compassionate, and reassuring interactions with medical professionals and nursing staff. Several patients highlight specific examples of excellent care during consultations, wound management, and specialist assessments. However, administrative processes present ongoing friction, including prescription processing delays, incomplete referral documentation, and communication failures regarding appointment confirmations and test results.
The practice appears to have experienced a decline in service quality following recent organisational changes, with patients noting deterioration since mergers with other surgeries. Whilst some patients report successful urgent consultations and efficient service delivery, the broader pattern suggests systemic issues with capacity, staffing, and coordination that are impacting appointment availability and phone accessibility. Patients seeking routine care face particular challenges, though those with urgent needs occasionally report faster responsiveness.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
Filter
Manuel T.
3 years ago
Average!
Vaccination booking needs a digital upgrade now
As per routine, scheduling a straightforward vaccination via phone is incredibly time-consuming. Dropping by the clinic is far more convenient! The nurse administering my injection was delightful and supportive. Wouldn't an online booking platform for basic medical services be more efficient? Naturally, this should include strict consequences for missed appointments or system misuse. Such an approach would undoubtedly streamline the current telephone booking process.
Fluffy L.
3 years ago
Excellent!
Great care from friendly medical professionals
I've been consistently impressed with this medical practice since becoming a patient three years back. The personnel here are absolutely delightful!
Julia B.
3 years ago
Bad!
Terrible communication and unhelpful medical centre
I am utterly frustrated with the subpar treatment my son has experienced at Blackthorn Health Centre. He has been attempting to secure a medical letter from the doctor for nearly three weeks, needed to request an extension for his university assignment deadlines. After submitting an e-consult on Thursday, April 27th, he was informed he would receive a response by Thursday, May 4th. When I telephoned the surgery yesterday, I spoke with a seemingly helpful receptionist who promised to investigate the lack of callback and contact my son that afternoon. Disappointingly, no call was made. Upon my son's subsequent inquiry, another receptionist claimed no record existed of my previous communication. This level of disorganization is completely unacceptable. I implore someone to address this matter IMMEDIATELY and reach out to my son with URGENT attention.
Frances L.
3 years ago
Excellent!
Smooth and caring healthcare experience
Arrived precisely as scheduled. The nursing staff demonstrated exceptional courtesy and warmth.
Kathleen R.
3 years ago
Excellent!
Compassionate caregiver who truly understands patient needs
Paula is an exceptionally compassionate and considerate professional. She demonstrates a warm and caring approach that makes her truly delightful to work with.