Boundary House Surgery

Reception staff made the visit pleasant

The reception staff are always so lovely and helpful, which makes visiting the surgery a pleasure. Their friendly demeanor really brightens the experience. The clinical team members are consistently helpful and honest, providing excellent care. The NHS has a bad reputation in some quarters, but based on this experience, there is nothing but praise to give. Thank you to everyone involved X

Nurse made me feel truly listened to

The nursing staff provided wonderful care and support.

EConsult system limits phone appointment access

This is a well-run practice with staff who demonstrate both compassion and professional competence. The appointment system has shifted to an online consultation process, though the range of symptoms available for selection is quite limited. When I needed to be seen for chest discomfort, I had to use the NHS app to request an appointment. It would be beneficial if telephone booking remained available as an option for patients who are unable to access online services.

Questions answered and advice given clearly

I had a wonderful experience at the practice today. The attention to detail, professional approach, and friendly demeanor were excellent. The clinical team provided exceptional care and I felt very satisfied with my visit. All of my concerns were addressed and I received helpful guidance.

Felt listened to and respected throughout

My experience at this surgery has been fantastic, from the reception staff through to all the clinical team members who are brilliant. I always feel comfortable expressing myself and explaining my situation to everyone there. They are very good people.

Reception staff made me feel welcome

I have only positive feedback regarding my visits to Boundary House surgery. The reception team, clinical staff, and medical professionals all provide an excellent service. They consistently demonstrate friendliness and make genuine efforts to care for patients.

Friendly reception staff made the visit pleasant

Consistently positive experience

Friendly reception made the visit straightforward

Positive experience overall

Reception couldn't help with care quality issues

I have concerns about the standard of care at this practice. The service feels unprofessional overall. I feel patients are being directed to staff members who may not have the appropriate qualifications to provide diagnoses. When I have managed to see clinical staff, promised referrals have not been followed through. When I requested an appointment with a particular clinician this morning, I was informed they are no longer available for patient consultations. I question whether the practice is operating as it should be. I intend to pursue this matter further.

Phone line doesn't work, appointments unavailable

The service at this practice is quite poor, with issues including non-functional contact details on their website. Appointment availability appears to be a persistent problem, which causes frustration for patients. Each visit has left me disappointed due to a lack of support with my concerns. I would recommend that others consider seeking care at alternative practices.

Reception staff dismissive of language barriers

The reception team demonstrated poor communication skills when handling routine inquiries and appeared dismissive, particularly toward patients for whom English is not their primary language. Obtaining an appointment proved challenging, typically requiring a wait of approximately two weeks unless one persistently contacts the clinic at opening time each morning in hopes of securing a cancellation.

Couldn't get through on the phone line

This practice has been one of the poorest experiences I have had, and it is difficult to articulate the full extent of my concerns.

Reception staff made me feel genuinely welcome

Excellent and courteous reception team who are helpful, caring and welcoming. The clinician is genuinely pleasant and demonstrates attentive listening skills, maintaining eye contact and engagement rather than focusing solely on the computer, which makes a real positive difference. Overall excellent experience. Very satisfied.

Staff member was argumentative and dismissive during appointment

I attended an appointment on 10th May around midday for a procedure. I found the clinical staff member's approach to be unprofessional, and throughout the appointment there was considerable tension in our interaction. The experience was frustrating, as the staff member seemed unwilling to engage in respectful dialogue and made comments about my manner of speech. This was not an isolated incident, as on a previous occasion similar remarks were made about how I pronounced certain words, which I found unnecessary. When I tried to ask questions and have a normal conversation, my concerns were not addressed, and instead the interaction became argumentative. My questions remained unanswered, with the staff member raising other issues instead. Most significantly, I experienced considerable pain during the procedure itself. The injection site placement caused acute discomfort that persisted for several days afterwards, affecting my ability to work during this period. I would like the practice to review this staff member's professional conduct and communication skills, and I would appreciate a formal response regarding this matter. I intend to follow up on any findings.

Reception staff were dismissive of my concerns

I had a very negative experience at this practice. The clinician I saw displayed what I felt was an dismissive and unkind manner, particularly towards patients experiencing significant discomfort. I felt that the consultation lacked genuine engagement and care. In my view, the approach seemed more focused on other priorities rather than patient wellbeing. I believe that healthcare professionals should demonstrate compassion and attentiveness, qualities which I did not feel were present during my visit. Should my family's circumstances deteriorate further, I am considering pursuing formal complaints through appropriate channels.

Phone lines go unanswered too often here

I would have given no stars if possible. I recently had a phone consultation where I felt the clinician had not reviewed my background information beforehand, appeared disengaged, and came across as dismissive throughout our discussion. Over the past three years, I've been provided with pain medication rather than what I perceive as a proper attempt to address the underlying issue. Additionally, my interactions with the reception team have consistently been negative, with staff seeming unhelpful and the phones often going unanswered. This has been a very disappointing experience overall.

Reception staff weren't helpful with booking delays

I found the reception service unhelpful, and the appointment system feels restrictive since you need to call at a specific early morning time or you'll miss your slot. I'm also frustrated by the lengthy waiting period for appointments—I had to endure discomfort for over a week just to get a consultation with my GP.

Reception staff were unhelpful and dismissive

The practice did not meet my expectations.

Website messaging makes booking easier

I have experienced no issues with this practice. The front desk team are consistently supportive and the clinical staff are compassionate. I have found that using the online portal to get in touch with the practice works better for me than telephone contact, and my messages and appointment requests receive prompt responses. I appreciate this service!

Friendly staff made the visit straightforward

A highly organised practice with a welcoming team who were consistently helpful and accommodating throughout my visit. Much appreciated!