Cambridge Medical Group

Phone lines impossible to reach for hours

I have been unable to reach the practice when calling, despite waiting in the queue for extended periods on multiple occasions. Additionally, I received test results that were communicated as normal, but years later I was informed there had been an issue with those results that should have been identified at the time. This experience, along with other concerns I have had, has left me feeling that the standard of care and attention to detail falls short of what I would expect. I am disappointed with the overall service provided.

Staff listened and arranged multiple appointments efficiently

I attended this practice recently and saw a clinician who was very friendly and approachable and took time to listen to my concerns. The consultation was thorough and resulted in arrangements for blood tests. I subsequently visited the surgery for the blood work and was seen by a phlebotomist who was equally friendly and approachable. They also coordinated my upcoming vaccinations and annual health review to take place at the same appointment, which saved me from making multiple trips. I cannot speak highly enough of this practice. On every occasion I have attended or made contact by phone, all staff members have been polite, courteous and helpful. I appreciate the option to receive a callback when phone waiting times are lengthy, and this has consistently been provided promptly with staff maintaining a professional manner throughout. I have never experienced any issues and have been impressed by the professionalism demonstrated by the team, particularly when managing challenging situations with patients. The practice premises have been recently refurbished and are clean and well-maintained, with clear signage and helpful information displays in the waiting areas. Thank you to all staff for the excellent standard of care and attention provided to patients. This is genuinely valued.

Receptionists lovely but appointment system is broken

I was expecting to see a mental health specialist but instead saw a general practitioner who found it difficult to understand my concerns, and I similarly had trouble following their explanations. I do want to note that the reception team have always been pleasant and helpful whenever I've interacted with them, which contrasts with some feedback I've read elsewhere. However, like others have pointed out, it seems odd that the building has been refurbished while the actual service delivery hasn't improved. The appointment system is problematic—everyone calling at 8am and only same-day slots being available feels like an inefficient way to manage the practice. I attended regarding sleep difficulties and was advised to use an application with a significant cost attached. When I explained I couldn't afford this, I was told someone would get back to me. That was approximately four months ago and I'm still waiting for that follow-up contact. On a positive note, the nursing team and one particular GP have been genuinely helpful and supportive, and it's unfortunate that their good work is overshadowed by the broader issues with how the practice operates.

Struggling to get appointments when you need them

I have been with this practice through several locations over the years. When it was at its original site, it was an excellent practice. Following the move to the next location, it remained very good. The subsequent relocation maintained that standard of care. For many years, I had a consistent doctor who provided excellent service. Since that doctor's retirement and the subsequent changes to the medical staff, I have noticed a significant decline in the quality of care. Appointment availability has become increasingly difficult. While some reception staff could be more empathetic, the nursing team continues to be outstanding. One of the current doctors has been particularly caring and attentive. I experienced a period of severe mobility issues and required urgent medication support. When my family member visited the surgery early in the morning to request a prescription, they were informed that a doctor consultation would be necessary and that all available appointments were fully booked, with the suggestion to attend the emergency department instead. I felt disappointed that the practice was unable to provide timely support during what I considered an urgent situation.

Felt listened to and well cared for

Excellent service and very appreciative of the attentive care provided.

Receptionists undermine otherwise good clinical care

I have consistently received good care from the clinical staff at this surgery, however I feel the reception experience falls short of expectations. The overall service at this practice needs improvement. Some members of the reception team have displayed attitudes that I found unhelpful and dismissive. On several occasions, I felt that I was made to appear at fault rather than receiving support with my concerns. Booking appointments by telephone is extremely difficult. The only viable option appears to be attending in person early in the morning at 7:30am, which involves waiting outside in poor weather conditions. The repeat prescription service has been problematic. Prescriptions appear to be cancelled without prior notification, and there have been instances where they have been sent to an incorrect pharmacy.

Reception staff made booking appointments difficult

I have been a patient at this practice for over three decades and feel the standard of care has declined significantly in recent times. The practice operates with reduced medical staffing levels. The reception team can come across as unwelcoming and unhelpful. The nursing staff, however, are consistently professional and approachable whenever there is an opportunity to see them. Obtaining a routine appointment requires booking several weeks in advance, which feels impractical. The appointment system only allows calls to be made at a specific time each morning, and with limited slots available, many people find themselves forced to pursue emergency appointments just to be seen. This approach seems at odds with the traditional model of accessible, continuous primary care.

In-person appointments only, phone calls ignored

This practice falls significantly short of expectations. Securing an appointment requires attending in person at opening time, making telephone contact seem futile. The reception team's approach comes across as unhelpful and dismissive. I felt my symptom descriptions were not taken seriously initially and my concerns were attributed to a common post-viral condition. Only after persistent follow-up was imaging arranged, which revealed a significant finding requiring treatment. I was given an incorrect prescription and subsequently charged again for the appropriate medication. A referral was made to the wrong specialist, creating unnecessary inconvenience and inefficiency. I require regular monitoring scans at six-monthly intervals for a lung finding, but the scheduled scan from several months ago has not yet occurred, and I am now overdue for the next one. This level of service is unacceptable.

Couldn't get through on the phone line

Attempted to contact the practice for information as directed by a member of staff. Despite being near the front of the queue, the phone line rang for an extended period and I was unable to continue holding.

Long phone queues made booking appointments difficult

I was a patient at this GP surgery for nearly two years before deciding to transfer back to my former practice due to several difficulties I experienced. The primary issue centres on the lengthy delays involved in scheduling appointments. I was repeatedly kept waiting on the telephone for extended periods, which proved very frustrating when attempting to address my healthcare needs. The reception team also presented challenges. I found their approach to be unhelpful, which did not give me confidence or make me feel appreciated as a patient. Additionally, the premises themselves appeared poorly maintained, creating an unwelcoming atmosphere. I made multiple attempts over an extended period to arrange an appointment for routine health checks but ultimately abandoned these efforts due to the obstacles encountered. By contrast, my previous surgery demonstrated greater efficiency, a more welcoming approach, and better standards of cleanliness. In summary, this GP surgery would benefit from substantial improvements to both its appointment scheduling processes and its approach to patient service. Until such changes are implemented, I would be unable to recommend it to others.

Felt unheard and poorly managed

The practice did not demonstrate the level of competence I would have expected.

Stop making patients ring at eight

It would be beneficial to reconsider the requirement for patients to call at 08.00, particularly when the surgery has already made contact and requested that patients get in touch.

Phone lines impossible to get through on

This surgery has not met my expectations. Getting through by telephone at 8am to arrange an appointment feels extremely difficult. The online services are also unreliable, and the app lacks basic functions such as messaging or booking appointments. I have decided to register with a different practice and would encourage others to consider alternative options before choosing this surgery.

Phone lines constantly busy and frustrating

Terrible experience. I've been with this practice for many years and it used to be quite different. Now it's become increasingly difficult to get through by phone. I don't hold the staff responsible as they're doing their best under challenging circumstances. The real issue appears to be systemic funding problems affecting the NHS more broadly. There simply aren't enough clinicians available, which I believe is linked to compensation and working conditions that make the profession less attractive compared to opportunities abroad. It's frustrating to see what I perceive as inadequate investment in healthcare infrastructure and staffing levels.

Booking system finally works properly

Notably better than before

Helpful receptionist made booking easy and pleasant

Attending my first appointment at this practice, I was very pleased with my experience overall. The clinician demonstrated genuine empathy and maintained a high level of professionalism throughout. The wider team, including nursing staff, were equally pleasant and welcoming. When I called to arrange my visit, a member of the reception team was exceptionally helpful and patient. Despite my numerous questions, they remained kind and attentive throughout the conversation. I'm grateful for the care shown by everyone involved.

Medication issues buried in poor communication systems

There have been ongoing difficulties with how medication matters are handled, including issues with repeat prescriptions not being processed and the online system being hard to use. Contact methods are challenging to find and phone lines are frequently busy. When concerns have been raised, they have not been received well, and information from hospital specialists has not been followed up promptly without repeated requests. The practice appears to lack awareness of patient needs and service quality, which has been disappointing given the importance of reliable healthcare. The nursing team have been a positive aspect that has helped maintain some confidence in the service during an otherwise frustrating experience.

Phone receptionist was dismissive and rude

I recently had a phone call with a staff member whose manner and attitude I found quite off-putting. I had simply rung to enquire about when I might expect to receive a response.

Stuck in circles for months without progress

Felt like progress was going in circles without reaching a resolution. Spent months attempting to obtain a particular treatment without success. Found the experience frustrating.

Couldn't get face to face appointments

I have never experienced such disappointing service from a general practice. The clinicians appear unwilling to offer appointments, and obtaining in-person consultations has proven extremely difficult. The overall experience was unsatisfactory, which is why I have decided to transfer my entire family's care elsewhere.