Central Surgery

Patient Experience Summary

Patient feedback reveals a mixed experience across the practice, with significant challenges around appointment access and booking systems. Many patients report difficulty securing appointments, with extended waiting times for available slots and complaints about inefficient booking processes. Communication issues are frequently cited, including poor responsiveness to patient needs, unresponsive telephone contact, and instances where critical information was not provided upfront. Reception experience varies considerably, with some patients describing courteous and welcoming staff, while others report dismissive or unhelpful interactions.

In contrast, several patients praise the quality of clinical care they received, highlighting skilled physicians and compassionate nursing staff who demonstrate genuine attentiveness to patient concerns. Positive feedback emphasises the professional expertise and warmth shown by certain medical professionals, with patients appreciating the time taken to listen and understand their needs. The practice environment is described positively by some, creating a welcoming atmosphere for care.

Consistency appears to be a key issue, with the quality of experience varying significantly depending on which staff member or physician patients encounter. While some patients report seamless experiences from booking through to consultation, others describe frustration with appointment cancellations, prescription issues, and a perceived lack of empathy in certain interactions. This variation suggests that service standards are not uniformly maintained across all areas of the practice.