Campus Health Centre

Impossible appointment booking, disorganised repeat prescriptions

My transport arrived a couple of minutes late, and I had arranged to take the morning off work for the appointment, but I was informed this meant I could not be seen. I had waited three weeks just to secure an appointment initially, and at my previous visit I spent 40 minutes waiting, so it appears the practice applies inconsistent standards about what constitutes being late. Obtaining an appointment at this practice feels extremely difficult. I was given medication with the understanding it would be set up for regular dispensing to avoid needing to attend for each dose. The practice did not arrange this, and after a month of uncertainty I had to contact them to request a repeat prescription. I was told someone would ring me back to confirm, but I ended up having to call again myself to verify whether it had actually been processed. The clinician I saw was wonderful, showing genuine compassion, understanding and attentiveness. They are among the most considerate healthcare professionals I have encountered. However, the practice's appointment system makes it extremely challenging to be seen. I am now facing a six-week wait for an appointment to address a health concern that ideally should have been resolved much earlier. I have already shared this feedback with the practice through their feedback channels, but I felt it important to highlight to others that the appointment waiting times here are notably longer than elsewhere I have experienced.

Reception staff were dismissive and unkind

The reception team at this location lacked empathy and sensitivity towards patients. They appeared dismissive of patient concerns and did not demonstrate a professional approach to their role. This led to a decision to seek care elsewhere, where the experience proved to be considerably more positive and welcoming. The overall standard of service fell short of expectations.

Receptionists let down an otherwise good clinic

This is a very good clinic with lovely clinical staff, but the reception team can be frustrating. Issues include forgetting to send appointment reminders, sending incomplete messages, and making it appear as though the patient is at fault.

Reception staff showed little compassion during calls

On each occasion I contact the practice, I encounter staff who come across as dismissive and lacking in empathy. I receive a hormonal injection to manage menstrual symptoms, but the reception team seem unable to recognise that pain tolerance varies significantly between individuals. Several months back, during a visit for my injection, I overheard reception staff making light-hearted comments suggesting that "some girls simply need to develop better pain management skills, as we have managed for the past 40 years". I found this remark quite hurtful, particularly as they appeared to be referring to another patient they had recently spoken with on the telephone. In a separate incident, I underwent blood work and provided a sample for testing. Following a two-week wait to receive my results, I called to follow up and was informed that both samples had been misplaced. When I subsequently provided fresh blood and collected another sample container, I was then told that my original samples had been located, though I would need to wait a further three weeks for the results to be processed. Upon my scheduled telephone consultation to review my results, I was advised the call would come through before 2pm to accommodate my work schedule starting at 3pm. However, the call came through at 7pm, which fell outside standard surgery hours. When I rang back the following day, I was advised that another three-week delay would be necessary before discussing my results. I recognise the significant pressures facing the NHS currently, but compassion is something that costs nothing to offer. It would have been appreciated if the reception staff had demonstrated greater understanding and consideration, which I would expect to be part of their role.

Reception staff were quite rude

Discourteous experience.

Reception staff were genuinely pleasant and helpful

Having just attended this practice for the first time, I felt motivated to share my experience after reading some of the critical feedback from other patients. I found the reception team to be exceptionally helpful and genuinely pleasant to interact with. The clinician I consulted with was genuinely one of the most approachable and considerate healthcare professionals I have encountered, demonstrating warmth, understanding and professionalism throughout. Thank you to the entire team.

Friendly staff made me feel welcome

The medical professionals at this practice have consistently provided helpful and pleasant care throughout my visits, and the entire team has been welcoming and approachable.

Kind and thoughtful medical care throughout

The medical team at this health centre, including clinical staff and support personnel, are considerate and compassionate. They have consistently provided me with high-quality healthcare. I am very grateful for the excellent care and support I have received from all members of the team.

Reception staff rudeness made phone call distressing

The clinical staff at this practice are excellent, which is why I continue to attend. Unfortunately, the reception team does not match this standard. I recently called for advice and found the experience deeply upsetting. The receptionist's manner was dismissive and unkind, leaving me distressed. As someone who experiences anxiety, making that call required considerable effort, and the interaction has significantly heightened my concerns about future contact with the practice. I feel it important to share this feedback because whilst this affected me considerably, a person struggling with more serious mental health difficulties could have been profoundly impacted by such an exchange. Those working in healthcare settings should be mindful that compassion matters, particularly when interacting with vulnerable individuals who may be facing challenges others cannot see. The tone I was met with when simply posing a straightforward question felt wholly inappropriate for a healthcare environment.

Phone staff were dismissive and unhelpful

The receptionist during my phone call was dismissive, unkind, and unprofessional in their manner. They appeared dissatisfied with their role, but this does not justify their curt and abrasive tone when speaking with patients. As someone studying abroad and far from my family, I was seeking reassurance regarding my health concerns. I would hope they might one day experience illness themselves so they could appreciate how vulnerable and anxious patients feel when unwell, and recognise the importance of compassionate support from all staff members, not just clinical professionals.

Reception mostly understanding but attitude varies

The reception team are generally understanding, though there is one member of staff whose approach could be improved. I have concerns about my usual clinician, who appears either unhurried or disengaged with my care, and I am contemplating switching to a different practice. However, I should mention that a locum who visited recently was excellent and very supportive when attending to my daughter, who has mobility limitations. Unfortunately, my daughter's regular clinician does not seem to show the same level of interest in her wellbeing, which is disappointing.

Receptionists dismissive but clinical staff genuinely caring

The reception staff have been disappointing. During phone interactions, they often come across as dismissive and unhelpful in tone. I've also found that they don't always complete tasks as requested. I asked for a straightforward administrative update to my account, and although they confirmed it had been handled, I discovered weeks later that the change hadn't actually been made. It feels as though there may be a lack of follow-through, particularly when interactions don't start on a positive footing. That said, the clinical staff have consistently been pleasant and professional.

Worth the wait for thorough care

Consistently excellent service. Appointment wait times can occasionally be quite lengthy, which slightly impacts the overall rating, but the care received makes it worthwhile. The staff demonstrate thoroughness and genuine attentiveness throughout.

Phone receptionist was dismissive and condescending

I encountered what I felt was dismissive and unwelcoming customer service during my attempt to register and book an appointment. After submitting my registration form, the website indicated I could arrange an appointment by telephone, so I made a call to do so. The staff member who answered responded with laughter when I requested an appointment and spoke to me in a manner I found patronising and disrespectful, as though questioning my understanding. As an international student with a non-British accent, I received remarks that felt dismissive, including comments such as "in England, that's not how it works," despite my reference to information on their website. I was essentially directed to seek care elsewhere at a walk-in centre. While I would have accepted a policy of no appointments until registration was complete, the website's guidance suggested otherwise, and I found the condescending approach particularly disappointing. In my view, someone displaying such apparent disregard for patients would be better suited to a role outside healthcare, particularly at a practice located near a university that serves many international patients, as the interaction left me feeling that individuals from outside England were not valued or respected.

Reception staff unhelpful with unnecessary paperwork

This practice fell short of expectations with disappointing service throughout. The reception staff interaction was unpleasant and made us feel undervalued. The administrative process required multiple visits when the paperwork could have been completed remotely, which was particularly inconvenient given our circumstances at the time. We would not recommend this practice based on our experience.

Staff treated me with genuine care

The team here is excellent. They provide very good care and treatment.

Felt genuinely listened to and supported

The finest assistance and care

Reception staff were dismissive when answering calls

The reception staff who handle phone calls come across as quite unwelcoming, speaking in a manner that feels dismissive and lacking in patience. It appears they may not be engaged with their role, and given that callers are reaching out because they need assistance, this approach seems inappropriate. The clinical staff have also been disappointing. When prescribed medication, I was not given adequate guidance on managing potential side effects, which led to complications that persisted for an extended period and resulted in ongoing health concerns. When I subsequently sought support with these issues, I was repeatedly directed to seek care elsewhere rather than being offered assistance. Overall, my experience at this practice has been unsatisfactory, and I would caution others against registering here.

Reception staff were dismissive about eligibility

The receptionist was unhelpful and dismissive. I would not recommend this practice, as those who do not meet certain criteria are directed to register elsewhere.

Appointment cancelled with no follow-up offered

I cannot recommend this practice. After waiting a month for my child's appointment, I received notification of its cancellation on the scheduled day itself. Following this, no one contacted me to suggest an alternative date. I had to visit the clinic in person with my family to reschedule, and now face another two-week wait. My family members have not had a medical consultation since early 2022. I was forced to take time off work to resolve this matter. I do not recommend this practice and would suggest looking elsewhere. The level of professionalism and support from staff has been disappointing. Additionally, when my family first registered, there were difficulties with our details being entered into the system correctly. It is frustrating to receive such inadequate service from a healthcare provider.