Church Lane Medical Centre

Support helped ease my anxiety about diagnosis

Recently received a diagnosis and couldn't have asked for better assistance throughout the process. The uncertainty and worry I initially felt have been significantly reduced thanks to the compassionate care provided by everyone at the practice. The entire team has been absolutely wonderful.

Reception staff made booking appointments difficult

Two years ago I had nothing but positive things to say about this practice. However, the situation has changed considerably since then. The practice insists I book appointments, yet when I offer my available times, they cannot accommodate them. As someone with work commitments and anxiety around medical settings, this creates significant difficulties. I have taken time off work only to be informed that staffing levels are insufficient. The practice needs to address its staffing situation urgently, and I have concerns about whether all current team members are suitable for their roles. I was pleased when a particular clinician returned, but they only work limited hours, which severely restricts access to their services. The overall standard of care at this practice appears to be declining noticeably. The reception team presents another issue. While some staff members are pleasant and helpful, I rarely encounter them. The majority of my interactions are frustrating. I have previously raised these concerns with management and saw temporary improvement, but the problems have now returned to their original state. The service has become deeply unsatisfactory.

Phone lines busy but callbacks came through

I required some guidance and while the telephone lines were quite congested, I did receive a callback on each occasion. I didn't feel dismissed; the team demonstrated genuine understanding and friendliness, taking the time to investigate my question and provide me with a response. This led to me submitting some documents in person, and the staff remained equally welcoming and resolved my matter promptly. I have had no negative experiences throughout this process and the level of customer service has been excellent. Thank you for alleviating my concerns. You've done a wonderful job.

Reception staff were dismissive and rude

My wife recently joined the practice and today she attended an appointment with our young baby. Unfortunately, the interaction with the receptionist was extremely disappointing and fell well short of the standard of service we would expect.

Reception staff made the whole experience pleasant

I have consistently received satisfactory care at Church Lane Medical Centre. The reception team has always been friendly and welcoming. The clinical staff have demonstrated professionalism and competence throughout my visits.

Easy to book appointments at this practice

I have consistently had a positive experience with this practice. Whenever I have needed to schedule an appointment, I have found it straightforward to do so.

Reception staff made all the difference

I have to say this medical practice is excellent overall. However, when I called today to request a repeat medication refill, the receptionist I spoke with was rather unhelpful. When I rang back at a later time, I was treated very well by a different member of staff, which was quite a different experience.

Receptionist wouldn't prioritise urgent back problems

During my last visit, I was advised to return immediately if I experienced another episode of my back condition, which typically lasts between a week to over a week. When I explained this to the reception staff and requested an urgent appointment, I was offered a date five weeks in the future. I've noticed that when calling on the day, all available slots seem to be booked within the first ten minutes of the phone lines opening. With what appears to be limited reception staff handling calls, this results in very few same-day appointments being accessible to patients.

Reception staff dismissive and unhelpful throughout visit

You did not deserve even one star. There is a need for equal treatment of all patients, or consideration should be given to stepping aside so someone else can provide the service properly. The standard of care fell short of expectations. 👎

Felt genuinely heard during appointments despite reception coldness

I have had a wonderful experience at this GP practice. My health concerns are always taken seriously, and I feel genuinely heard during my appointments. The clinical staff stand out as exceptional practitioners; they are incredibly caring, thorough in their examinations, and insightful in their approach to diagnosis and treatment. Their attention to detail and willingness to address all my questions gives me great confidence in my care. However, there is one aspect that could use improvement: occasionally, the reception staff can come across as unfriendly, which can be off-putting. Overall, it's a great practice, but a little more warmth from the front desk would enhance the experience even further.

Reception team made us feel genuinely welcome

I am impressed by the feedback regarding the front desk team. My spouse and I have been patients at this practice for a considerable time and have consistently found the staff to be excellent. They continue to do a wonderful job.

Felt genuinely listened to during phone call

Had a telephone consultation this morning with a clinician who demonstrated good listening skills, was patient, understanding and informative.

Reception staff could improve their listening skills

I have visited this practice on numerous occasions and have been satisfied with the services offered. However, I have concerns about the manner in which the reception staff interact with patients. On several occasions, I found their approach to be dismissive, particularly when calling to request prescriptions or arrange appointments. The staff seemed rushed during these interactions and did not appear to give full attention to my requests. This experience has influenced my rating, and I would suggest that improvements could be made to how the reception team engages with patients.

Refused to sign medical form without expertise

Attempted to obtain a medical form for a recreational activity. The clinician declined to complete it, citing insufficient expertise in that particular area. However, the form only requested information about my medical background, which raises questions about why this would be considered outside their scope of knowledge.

Receptionists were dismissive when I needed urgent help

I am extremely disappointed with my recent experience, though I must acknowledge that the clinical staff at this practice work incredibly hard and provide excellent care. However, I have serious concerns about the reception team's approach to patient interactions. While most of the reception staff have been unhelpful, there is one member who has consistently been courteous and professional. During my visit today, I attempted to explain that I have an ongoing infection and am concerned about potential complications. I previously experienced a serious health situation when I was unable to access an appointment, which resulted in my condition worsening significantly and requiring hospital treatment. It was a difficult experience. I requested additional medication as my previous course had not been effective. I felt that the receptionist could have arranged for me to be seen urgently or ensured the clinical team was made aware of my situation so they could assess whether I needed to be seen. Instead, I was directed to attend accident and emergency, which my midwife felt was inappropriate given my current circumstances. I am worried that without proper support, my condition could deteriorate. Having previously worked in a general practice setting, I understand that there are ways to escalate urgent requests to the clinical team. I believe the reception team would benefit from additional training to better understand how quickly certain health conditions can become serious and the importance of appropriate triage and communication with clinical staff. I intend to raise a formal complaint about this interaction and my concerns regarding the reception team's approach to patient care. Thank you

Rude receptionists but caring clinical staff

The reception team demonstrated poor telephone etiquette and an unwelcoming manner towards patients. However, the clinical staff provided satisfactory care.

Reception staff weren't helpful with my booking

The reception staff at this practice did not meet my expectations in terms of service quality and efficiency.

Easy booking and friendly reception staff

First time visiting the practice today - Booking my appointment was straightforward and hassle-free. The receptionist welcomed me warmly with a friendly demeanor, and the clinical staff member I saw was exceptionally kind, approachable and provided reassuring care. A wonderful team x

Appointment ran on time and staff were friendly

I recently attended my blood test appointment. I was seen promptly at the scheduled time. The nursing staff member was welcoming and conducted the procedure efficiently and with a professional approach.

Phone staff made me feel genuinely welcome and cared for

I have been with another medical centre for most of my life and changed to this practice when I moved to a nearby location. I've honestly had fantastic experiences there myself! Having visited around 4 times recently for various reasons I have been dealt with kindly and efficiently. I would like to highlight two particular members of staff as brilliant individuals who have made me feel welcome and have attended to my needs swiftly and confidently. I used to have anxiety about contacting the doctors as you half expect to be treated as though you're an inconvenience (my previous medical centre mainly, of course) but these team members have made me feel very comfortable and have provided a pleasant experience on all occasions. When either of them answers the phone I know I'll be taken care of to the best of their abilities and although you'd never be particularly overjoyed about visiting a medical centre I rest easier when I know I'll be contacting them as they have been respectful. Having expressed this to them they seemed surprised, which shows humility, a great quality for those who work with patients I suppose you might say. Commendable service every time!