Cambridge Medical Group

Receptionist refused appointment without explanation

The staff and clinical team demonstrated behaviour that felt unprofessional and unwelcoming. When I contacted the practice regarding an urgent matter, I was unable to secure an appointment as the receptionist required details about my concern before booking. Subsequently, during a callback from a clinician, I was directed to seek information online and told to use common sense, which I found disappointing. Overall, my experience lacked the level of patient care and empathy I would have expected.

Staff could show more genuine interest

The team could benefit from improving their approach to patient engagement and demonstrating greater attentiveness to service quality. There appears to be room for enhancement in their overall responsiveness and commitment to providing thorough care.

Practice staffing changes have disappointed long-term patients

Since the recent change in clinical leadership, the practice has experienced a noticeable decline. Previously, there would be multiple clinicians available on any given day, whereas now there is typically only one, occasionally a temporary replacement. The entire original reception team has departed except for one member. My family has remained with the practice primarily due to this individual and the nursing team. Despite being a patient here for over 25 years, I am now considering leaving.

Long-term patient appreciates helpful reception staff

I have been a patient at this practice since the early nineteen sixties. I cannot speak highly enough of my experience here. I have no complaints whatsoever, as the team has consistently been extremely supportive whenever I have needed medical assistance. I continue to hold great respect for all the staff members, both past and present. I am particularly grateful for the excellent care I have received over the years. Thank you for providing such outstanding service.

Persistent long waits despite confirmed appointments

Disappointing Many reviewers have already raised similar points here. My primary frustration concerns the extended waiting times despite having a scheduled appointment. While minor delays of ten to fifteen minutes are understandable if appointments run behind, waiting nearly an hour is excessive. This situation has occurred multiple times throughout the year for me. I'm uncertain about the underlying reasons, but it appears the practice needs to improve their time management significantly. The only factor keeping me as a patient is the convenient location near my home and my children's school. I continue attending, though I feel substantial changes are needed. I do wonder whether the practice takes notice of these reviews or considers patient feedback seriously.

Long wait despite quiet surgery

Absolutely disappointing! We had an appointment scheduled for mid-morning and are still waiting nearly an hour later. The waiting area appears to be empty. Completely taken aback.

Repeated issues with lost samples and prescriptions

Samples have been misplaced on multiple occasions, and prescriptions have been sent to incorrect pharmacy locations. This pattern of errors has occurred repeatedly.

Decided to switch to a different surgery

I have decided to change to a different practice. I believe that speaks for itself.

Appointment system let us down badly

Disappointing experience overall. I could elaborate further but will keep it brief. The appointment scheduling system needs improvement, and the level of customer service fell short of expectations. It seems patient needs are not prioritised at this practice. Very unsatisfactory.

Frustrating phone system and limited appointment slots

The automated message instructs callers to ring back from 10:30 onwards to arrange a routine appointment. Upon following this instruction, I was informed that no slots were available in the near term and that I should have contacted the practice earlier in the morning.

Reception couldn't sort basic admin issues

This practice falls short of expectations in delivering patient-focused care. There have been multiple administrative difficulties and inconsistent service quality. Clinical consultations have included questionable questioning approaches, and there have been concerns regarding medication management. Overall, the experience has been disappointing.

Quick registration and helpful phone queue experience

Visited the practice recently to register for the online medical system. I was warmly welcomed by a receptionist who guided me through completing a form, and I was able to register the entire family in approximately ten minutes. During this visit, my wife enquired about scheduling an appointment as she needed to see a clinician. The helpful receptionist advised that we should telephone the following morning at 0800hrs to request an emergency slot. Following this guidance, I called at the suggested time and was positioned fourth in the queue. My call was answered within several minutes by a courteous and empathetic member of the reception team who gathered my wife's information and arranged an appointment for mid-morning that same day. The whole process was straightforward and handled with professionalism throughout. I found that courtesy and appreciation made a genuine difference to the experience. I am grateful to the practice team for their assistance. Additionally, my wife was seen by a clinician at her scheduled appointment time and was provided with appropriate medication. The NHS represents a valuable service that deserves respect and should be valued appropriately. Thank you to the practice team for their support.

Receptionist politeness made all the difference

I cannot speak highly enough of this practice after switching surgeries recently following an extended period of illness that was not correctly identified by my previous doctor but was promptly recognised and managed here. The clinician I saw genuinely listened to my concerns, and this experience has been genuinely transformative in a positive way. The nursing staff are wonderful and the reception team are courteous and supportive.

Impossible to book face-to-face appointments here

Extremely disappointing. It is very difficult to obtain face-to-face appointments, with telephone consultations being the only option available. My family member has a serious ongoing health condition, yet this does not seem to influence appointment availability. After spending over an hour attempting to secure an urgent appointment, a telephone consultation was the sole offering, which led me to attend the emergency department instead. This raises questions about why emergency services are placed under such strain. The practice's stated commitment to patient care does not align with the experience received. The service has declined significantly from what it once was. I am considering whether there are alternative practices that might provide more comprehensive care.

Waiting times have become unbearable here

The quality of care has declined significantly over the past year. I am extremely dissatisfied with the service provided and would rate my experience very poorly.

Long waits on hold, no appointments available

This practice doesn't deserve even a single star. I've been attending since childhood and previously had no concerns, but the situation has deteriorated significantly in recent months. There appears to have been considerable staff turnover, with many of the clinicians I previously saw no longer present. Obtaining an appointment has become extremely difficult. Phone calls involve lengthy waiting times, and when someone finally responds, they frequently indicate that appointments cannot be arranged. I'm planning to register with a different practice in the near future.

Phone queues have become unbearably long

Our family has been attending this practice for a considerable period. However, there has been a noticeable decline in the quality of service over recent months. Previously, telephone calls were answered promptly and it was straightforward to secure a non-urgent appointment within a few days. This is no longer the case. Over the past few weeks, I have spent considerable time on hold waiting to speak to someone available. This occurred after receiving text messages requesting that I call to arrange two separate appointments for different review clinics. During this same period, I have also been attempting to book a blood test appointment. Adding to my frustration is having received correspondence from the current practice leadership outlining the challenges they inherited and their stated intentions to enhance the service. From my experience, the situation appears to have worsened rather than improved.

Impossible to book appointments with dismissive reception

Unable to secure appointments at this practice. The reception staff have been unhelpful when attempting to book, and I've been advised to contact emergency services for issues I could address in person at the surgery. This experience has led me to decide that my family and I will be transferring to a different practice in the new year.

Long phone waits and no face-to-face appointments

Disappointing practice experience. Face-to-face appointments appear unavailable, and interactions with staff felt dismissive and lacking in compassion. The telephone booking system involves substantial waiting times, yet available slots remain scarce. The surgery does not appear to meet patient needs effectively. When an urgent home visit was requested for an elderly patient following advice from an out-of-hours service, the clinician declined to attend. This situation felt particularly concerning and reinforces concerns about the practice's ability to provide adequate care.

Long wait for basic prescription help

Absolutely shocking treatment of my relative. A healthcare professional did not seem willing to help at all. It took an extremely long time to obtain a prescription, and we only managed to get one after making a phone call and having to push for it. We will be changing practices as soon as possible.