Broken Cross Surgery

Patient Experience Summary

Patient feedback reflects a mixed experience across the practice. The majority of reviews highlight strong clinical care, with patients consistently praising attentive listening, compassionate communication, and professional expertise. Reception staff are frequently noted for their courtesy, warmth, and helpfulness. Appointment access for urgent needs is generally reported as responsive, and patients value continuity of care alongside the availability of remote consultation options. The practice demonstrates responsiveness through follow-up appointments and proactive engagement with patient feedback.

However, a notable minority of patients report significant challenges with appointment access for routine requests, with some experiencing extended waits without communication updates. Website usability has been identified as problematic, and there are isolated reports of check-in system errors and appointment cancellation notification failures. When service issues occur, patients have noted an absence of apologies or acknowledgment of inconvenience.

Overall, the practice receives strong recognition for clinical quality and reception courtesy, though administrative processes around appointment booking communication and cancellation procedures present areas requiring attention to ensure consistent patient experience.