Boundary House Surgery

Receptionist unhelpful, follow-up calls never came

This surgery provided me with extremely poor care. The receptionist displayed rudeness and lack of empathy throughout my interactions. Most significantly, I experienced serious adverse effects from medication management that resulted in hospitalisation. My hospital consultant advised me to change surgeries entirely. A clinician promised to follow up after adjusting my medication but never called back, and I was unable to reach them despite multiple attempts. Following a surgical procedure, I received no post-operative check-ins or calls despite requesting them. I experienced severe complications that went unaddressed, and my requests for contact were ignored. The receptionist continued to be dismissive and unsympathetic. When I attempted to escalate my concerns to the practice manager after being given a specific time to attend, I was told the appointment would not be honoured. When I asked a clinician for a brief conversation about my distress, I was refused. My health deteriorated significantly during my time at this practice. I subsequently registered with another surgery upstairs, where I was seen the same day and received appropriate care that should have been provided months earlier. The contrast in service was stark. I would not recommend registering here if you have alternative options available. My overall experience was deeply unsatisfactory and negatively impacted my wellbeing.

Reception staff were dismissive and unhelpful

I had a very negative experience at the surgery this morning involving a member of the reception staff. I felt spoken to in an aggressive manner and dismissed when I explained my concerns. The staff member appeared dismissive of my enquiries and suggested I was being difficult, despite being unwell at the time. I felt treated disrespectfully throughout the interaction and felt my concerns were not taken seriously. The experience left me feeling upset, as I perceived a lack of compassion and understanding. When I asked for contact details for the practice manager to discuss the matter further, this request was not accommodated. Overall, this was a deeply unsatisfactory experience that has left me disappointed with the service received.

Friendly staff who really listened

The team demonstrated a welcoming and courteous approach, with a genuine sense of compassion throughout the visit.

Booking system makes appointments unnecessarily difficult

The reception and appointment booking system is considerably problematic. Here are some observations that may be useful for prospective patients. Appointments require booking a week in advance by telephone, and the system only permits scheduling for exactly one week from the day of calling. For example, calling on a Thursday allows booking only for the following Thursday. To secure an appointment, callers must be at the front of the phone queue, necessitating a call at 8am a week ahead; calling at any later time significantly reduces the likelihood of obtaining an appointment. Emergency appointments are divided into morning and evening slots. If morning emergency slots are unavailable when calling in the morning, patients must call again after 12pm to access evening slots. This approach appears inefficient and poorly suited to serving the public. There seems little justification for restricting appointments to a fixed day rather than allowing booking for the next available slot, whether that falls within four or seven days. This is the fundamental purpose of an appointment system. The clinical care provided is satisfactory, though the overall patient experience would benefit from considerable streamlining.

Booking appointments here is unnecessarily difficult

The reception team could be more accommodating, and the appointment booking system creates unnecessary difficulties that have discouraged us from attempting to access care. Healthcare should be readily available without requiring lengthy phone calls just to learn that no slots are available. The clinical staff have shown some improvement over time, though the process of securing an appointment remains extremely challenging.

Felt listened to during my appointment

I had a really positive experience during my appointment at the practice.

Staff were friendly and welcoming

The team here was pleasant and welcoming.

Practice left me feeling unheard and worried

Attending this practice presents concerns regarding patient safety and wellbeing.

Finally seeing the same doctor each visit

I am new to this GP practice. I have been attending quite regularly as I have a newborn, a young child and my husband who also requires medical support. At each appointment we see the same clinician and they are wonderful. They are always helpful, they listen carefully, offer excellent advice and make my family feel at ease. Their approach makes me want to hear their guidance for as long as possible because they make us feel genuinely cared for and supported. We never had continuity of care at our previous practice. We were registered there for 8 years but never saw the same doctor. It was always someone different, which felt like meeting a stranger every time. We are extremely happy with this GP practice and the care we receive. The reception staff are so patient and courteous. They always greet us with a smile. Telephone appointments could be improved but I am still able to book them when needed.

Reception staff unhelpful with no appointments available

The reception service was disappointing, and the practice always appears to be at capacity with no available appointments. The waiting times are extremely lengthy.

Reception staff were unhelpful and dismissive

Disappointing experience with the reception team.

Reception staff were consistently helpful and polite

A particular clinician at the practice demonstrates exceptional compassion and care in their approach to patient consultations. Their return to the surgery is welcomed. My family and I consistently feel at ease during our appointments and appreciate the thorough approach taken to understand concerns fully, whether through detailed questioning or appropriate onward referrals. Both the clinical staff member and the reception team maintain a helpful and courteous manner throughout their interactions, which is noteworthy given the demanding nature of their work.