Captain French Surgery

Receptionist dismissed urgent breathing concerns without care

I recently visited the clinic feeling unwell with severe breathing difficulties. The receptionist offered me an appointment for the following week and directed me to the pharmacy. The pharmacy staff responded more helpfully by advising me to seek immediate hospital care. It was subsequently discovered that I had a serious respiratory condition. I felt the receptionist's response lacked urgency and compassion given the severity of my symptoms. This experience was distressing, and I hope others do not find themselves in a similar situation. I was left wondering whether the quality of care I received was influenced by factors beyond the clinical assessment itself.

Practice ignored explicit safeguarding instructions repeatedly

I have serious concerns about how this practice has handled my personal safety requirements. I explicitly stated that my contact details must not be retained on my child's records, as I feared potential exposure to someone from my past who poses a risk to me. The practice acknowledged my situation and indicated they had appropriate protections in place. Previously, my email was the preferred contact method with a note requesting calls be arranged via that channel. When scheduling an appointment, I reiterated that my phone number should not be added to their system under any circumstances. I was told it would only be used temporarily for the appointment request, would be removed afterwards, and that I could be confident in this approach. I have now learned that my phone number was retained in their system for an extended period, contrary to my instructions, and my email address was removed instead. This is deeply concerning. I am pursuing a formal complaint through the appropriate regulatory channels. Should my personal information be compromised as a result of how this situation was managed, I will consider what further action may be necessary.

Practice makes information access unnecessarily difficult

I have experienced ongoing difficulties with this practice regarding access to information about my child's healthcare, despite holding full parental responsibility. A relevant authority has previously made direct contact with the practice to clarify that they should provide me with requested information. Despite this intervention, the practice continues to create unnecessary obstacles. I was instructed to make a lengthy journey to collect a form, and I am now required to return again with identification before any information will be released. This necessitates two separate visits to resolve something that could be handled promptly through other means. Other healthcare providers are able to assist following standard telephone verification procedures, yet this practice declines to do so. I feel that I have been treated unfairly and that the practice's approach has made it considerably more difficult than necessary to access healthcare support for my child.

Reception dismissive about proper medical checks

I would rate this experience much lower if possible. I was concerned about the approach taken, which involved prescribing medication to a young person without first conducting routine medical tests or thoroughly reviewing their medical background. I felt that exploring alternative options should have been prioritised before moving straight to medication. I am very dissatisfied with how this was handled.

Waiting months for an appointment slot

Getting an appointment to see a clinician is the primary concern. On one occasion, I had to wait nearly two months for an appointment. The waiting area is spacious but rarely appears to have many people in it. I miss the old system of arriving before 10 in the morning and being seen in order. There are some excellent clinicians at the practice, particularly one who was outstanding but has since moved into a different role with limited patient contact. The practice management could benefit from reviewing operations, as I have rarely seen a surgery appear so quiet. When I do eventually get to see a clinician, there are no issues, but the lack of continuity means I rarely see the same person twice, which affects the therapeutic relationship. The reception team are consistently helpful. It is disappointing as the practice was initially excellent, but at this rate appointments feel impossible to obtain. Like others, I am considering registering elsewhere.

No email option for contacting practice

The practice only offers telephone contact, and there appears to be no alternative method of communication such as email available.

Long-term patient finds reception staff consistently polite

I have been a patient at this practice for over two decades and have consistently received excellent care throughout my time here. Every healthcare professional I have encountered has been outstanding and provided me with high-quality support. The administrative team at the front desk has always been courteous and welcoming. I have found the service to be of an exceptional standard :)

Convenient location with good parking facilities

The facility offers ample parking availability and spacious interior areas.

Same day appointment and clean facilities

Managed to secure an appointment the same day and was seen promptly at the scheduled time. The waiting area and consultation rooms were clean and pleasant, and the team members were very accommodating and supportive throughout the visit.

Welcoming practice that made me feel valued

The nursing and medical staff were excellent, and I had a wonderful experience at this surgery despite being a temporary patient. When I relocate, this is the practice I would choose to register with.

Helpful staff and punctual appointments

The team here is wonderful and very supportive. Appointments generally run to schedule.

Reception team genuinely wanted to help

I have received excellent service from this practice over several years and, having worked in healthcare previously, I have considerable experience to draw upon when assessing medical services. From my interactions with the reception team, who demonstrate a genuine desire to assist, through to appointments with clinical staff, I have been consistently impressed by the professionalism and compassion shown by all team members. The clinicians I have seen have demonstrated exceptional dedication to their patients' wellbeing and care.

Reception staff made me feel genuinely welcome

Relocated to the area recently. Have not yet had an appointment with a clinician but have interacted with the reception team on multiple occasions. Throughout my many years of attending various medical practices, I have not encountered reception staff who demonstrate such helpfulness, patience, and genuine warmth towards patients.

Mixed experience with inconsistent attitudes

One particular clinician at this practice comes across as rather dismissive and self-assured in a way that undermines confidence in their care. It is unfortunate, as there are some genuinely helpful staff members here as well.

Felt rushed out without being properly heard

I feel that the clinical team at this practice does not adequately listen to patient concerns. During a recent appointment, I experienced what I perceived as a lack of empathy and understanding of my situation. The consultation ended abruptly before I had the opportunity to fully discuss my ongoing care, which left me feeling dismissed. When I subsequently contacted the practice to follow up on these matters, I was told they were uncertain how to assist me, citing that I had already spoken with other members of the team. I found this response frustrating and felt it reflected a gap in continuity of care and professional engagement. The overall experience fell short of what I would expect from a healthcare provider. I have since decided to transfer my care elsewhere, as I believe I will receive more attentive and thorough support from another practice.

Dismissive approach left us without answers

Very disappointed! My husband attended an appointment regarding a long-standing health condition he receives ongoing treatment for, which has recently deteriorated. The clinician appeared unfamiliar with his medical history and came across as dismissive and unhelpful. We're uncertain how to manage future episodes when this issue flares up again. I would not recommend this practice.

Receptionist refused next-day appointment for unwell child

The service fell short of expectations. I contacted the practice in the late afternoon regarding my young child, who was refusing prescribed medication and experiencing worsening symptoms. The receptionist was unable to offer an appointment the following day and suggested attending the hospital instead. Upon arriving at the hospital, which operates from 6pm onwards, staff expressed regret that the GP practice could not accommodate my child, though they noted their own availability until 6pm.

Getting through takes patience but worth it

They're quite good once you manage to get hold of them, to be honest.

Check-in system saves time and hassle

The waiting area is spacious and comfortable. The facilities are well-maintained and the team members are friendly and supportive. The appointment check-in process is efficient, allowing you to complete registration quickly and then take a seat until your name is called.

Phone line wasn't answered when I called

The practice did not answer when I called.