Church Lane Medical Centre

Reception refused walk-in appointment despite early arrival

I have found this surgery to be reluctant to offer same-day appointments. When I attended early in the morning today, the receptionist suggested I return the following day at the same time instead. There appears to be limited distinction made between emergency and urgent care needs, with non-emergency cases being redirected elsewhere. It is also uncomfortable to have to disclose personal health concerns to reception staff in order to justify the need for an appointment, and doing so does not necessarily result in being seen. The practice would benefit from having additional clinical staff, as service provision noticeably declines when a clinician is absent. Over the past year, I have attended only a few times, and those visits required booking well in advance through the online system. On each occasion I have attempted to secure a morning appointment in person, I have been turned away without being offered an appointment slot.

Long-term patient with a supportive team

Excellent group of healthcare professionals, and I have been a patient at this medical practice throughout my entire life.

Long phone queue, no appointments available

After waiting twenty minutes in a telephone queue, I was informed that no appointments were available. When asked if I required emergency treatment and what my concern was, I felt frustrated that my history as a long-term patient wasn't considered. It seemed that reviewing my previous visits over the past decade might have helped identify whether my situation warranted urgent attention. I left the call disappointed, facing another day of managing my symptoms without medical support.

Easy to get appointments when needed

Excellent practice. I have consistently found it straightforward to obtain appointments and have appreciated the availability of remote consultations. While there are times when it can be challenging to get through, I recognise this is typical across most medical practices and understand that many patients rely on the same service.

Receptionist was dismissive when booking over phone

Called the practice to arrange an appointment and found the receptionist's manner to be quite unwelcoming.

Phone queue made appointment impossible today

I have been a patient at this practice for a considerable amount of time. This morning I attempted to contact the surgery by telephone but was unable to get through after spending over an hour trying. It is frustrating that access to appointments remains difficult, which likely contributes to pressures on emergency services elsewhere.

Friendly reception made the visit pleasant

Excellent experience

Family doctors who actually listen to you

I've been with this practice for many years and have consistently had a positive experience 🙂