Church Lane Surgery

Exceptional care from ros mcewan at clinic

Absolutely fantastic experience with Dr. Ros McEwan, who expertly addressed my anxiety-inducing skin issue. I'm equally impressed by the medical staff at the front desk - they truly deserve top marks for their exceptional service, especially when dealing with challenging situations. My heartfelt appreciation goes out to the entire team.

Exceptional care and kindness from church lane staff

On July 10th, I called regarding an appointment query, following a phone consultation with "Dr. Kay" the previous day. She was remarkably compassionate and professional - a rare combination in today's medical practice. Dr. Kay comprehensively understood my concerns and provided exceptional reassurance, even sending helpful informational links. Her approach was truly outstanding. When I phoned Thursday afternoon, the receptionist was incredibly supportive, guiding me precisely to the right contact. The administrative staff member was equally wonderful and welcoming. This experience represents a significant improvement for Church Lane, contrasting sharply with my previous less-than-positive interactions with their doctors and reception staff. The genuine warmth and helpfulness of everyone I spoke with that day was deeply appreciated, marking a refreshing change from past encounters. My sincere gratitude goes out to all who assisted me 🤍

Compassionate care leads to helpful medical solution

Thanks to nurse Rachel's persistence with my ongoing ear issue and her initiative to consult Dr. Parekh, I've been successfully referred to the ENT clinic. Both Rachel and Dr. Parekh demonstrated remarkable empathy and care, with Dr. Parekh generously providing me with informative resources about the potential origins of my condition, which proved incredibly helpful. I am deeply grateful to both of them for their exceptional support.

Appalling

Been waiting for bllod test results for months. Can't get repeat prescription for eyedrops. Don't send prescriptions to pharmacy

Terrible healthcare leaving elderly patients in pain

The service provided to my elderly mother is absolutely unacceptable. Struggling with knee osteoarthritis, she relies on crucial pain management injections, which are now severely overdue by almost half a year. Her quality of life has been dramatically impacted, leaving her in constant pain and dependent on external assistance. The fact that only one doctor can or will administer these vital treatments borders on medical negligence. Her prescription management is equally problematic. Any slight delay in submission results in medication delays, which is particularly dangerous given the serious nature of some of her conditions. The practice shows no proactive approach to patient care whatsoever. Our interactions are minimal and one-sided: occasional urine sample drops or blood tests, followed by complete radio silence. No follow-ups, no communication, no support. We've attempted to transfer her to other local practices, but all are closed to new patients, effectively trapping her and potentially other vulnerable patients in this substandard healthcare system. The management of this practice is fundamentally broken and requires immediate, comprehensive overhaul. For the well-being of all their patients, they must address these critical failings in their healthcare delivery.

Frustrating wait and terrible customer experience

Incredibly frustrating delay in scheduling, completely unacceptable customer treatment

Frustrating healthcare experience with zero compassion

During the past year, I was scheduled for a blood test with a nurse. For over two years, I've been subjected to these seemingly pointless blood tests, and I consistently fail to receive any results. The nurse initially struggled to perform the test, which only heightened my distress. I conveyed my difficulties in accessing a GP, resulting in an appointment with another nurse the following day. I meticulously documented all my symptoms beforehand. Given my struggles with anxiety and panic attacks, I arrived early and logged in using the digital system. I had already experienced a panic attack and desperately needed a moment to regulate my breathing and calm my racing thoughts. (I had previously shared my mental health challenges with the nurse, but my concerns were seemingly dismissed). After waiting for 30 minutes, my name remained uncalled. Upon inquiring at the reception (now enclosed in a glass booth), I was informed that my early arrival had triggered the digital system to automatically cancel my appointment. Oh, right. No apology was offered, nor was there any attempt to reschedule. I was compelled to leave. I've now surrendered, despite my ongoing medical needs. My condition has significantly deteriorated recently, and I'm struggling to cope, but such is life. If this represents how this surgery treats patients with mental health issues, it's utterly unacceptable. They then have the audacity to complain about patient no-shows!

Fantastic support team that truly saves the day

Consistently supportive. Always successfully resolved my numerous concerns.

Exceptional medical care with friendly and efficient staff

I've consulted numerous medical practices due to frequent relocations, and this one truly stands out as the finest. The staff are incredibly warm and accommodating, and they're consistently responsive when I call early in the day. Absolutely no complaints whatsoever - they're exceptional 👍🏽

Frustrating healthcare experience with zero communication

I initiated a telephone consultation and was instructed to submit a specimen. After sending the sample, I experienced complete radio silence for several months, forcing me to personally coordinate a subsequent appointment, which is scheduled as another remote consultation over a month from now. The front desk staff informed me that in-person meetings are currently unavailable. The level of service is absolutely appalling. How can healthcare access be this extraordinarily difficult?

Great experience at a fantastic medical center

I take issue with the critical comments circulating, as my personal experience with this surgical procedure has been absolutely exceptional.

Compassionate care from a dedicated medical team

Throughout my extensive life experience spanning 71 years, I've consistently encountered a staff that is compassionate, supportive, and understanding of my medical needs, regardless of what other reviews might suggest. My sincere appreciation goes out to everyone involved.

Frustrating gp service that fails patients completely

The receptionists are struggling within the post-Covid version of a GP system that is utterly inadequate. On two occasions in recent weeks, I've called the surgery only to be told it's closed. This happens in the afternoon, with absolutely no justification for why a medical practice should be shut. When I attempted to schedule a telephone consultation with a doctor, I was given an appointment five weeks later. Although it wasn't a life-threatening issue, I had clearly explained its seriousness. Despite this, I still had to wait five weeks. I am genuinely astounded by the current GP surgery system, which appears to operate with most doctors working part-time. Being extremely disabled and permanently wheelchair-bound, I'm uncertain how I would access medical care if urgently needed. Not long ago, the system was completely different. If you were unwell, you could visit the surgery and secure an appointment or call and arrange a face-to-face consultation. It seems evident that the majority of people must recognize the NHS is fundamentally broken and requires comprehensive restructuring. Our local GP services perfectly exemplify this systemic failure. Sue Kunc

Frustrating service with endless prescription delays

I've been a loyal customer for nearly five decades, with a brief intermission, but now I'm thoroughly disappointed. The service has deteriorated dramatically. Securing an appointment has become nearly impossible, and obtaining a prescription is an exhausting ordeal. My memory isn't what it used to be, and remembering passwords feels like an insurmountable task. It's Friday at 6:54, and I still haven't received my metformin. I attempted to use Pharmacy 2 You for a speedier solution, but what a mistake! Avoid them at all costs. I'm completely in the dark about my tablets' whereabouts. They received the prescription on April 9th, it was due on the 11th, and when I called on the 12th, I received an email stating delivery would be on the 15th. I just spoke with them again, and now they're claiming delivery will be on the 18th. I'm at my wit's end. Stick to your local chemist for deliveries - they're far more reliable.

Terrible service that disregards autism communication needs

They coerce agreement. They completely disregard individual self-determination. They communicate with highly capable autistic adults in a patronizing, infantilizing manner. The supervisor is equally ineffective, merely spinning rhetoric without substance. Their appointment scheduling requires a precisely timed 8am phone call, with zero alternative methods accommodating communication or scheduling challenges. They flatly deny that this approach represents a significant problem.

Terrible service and unprofessional staff at clinic

I can't help but feel like I'm part of a hidden camera show, waiting for someone to jump out and reveal the joke ?? The receptionists are incredibly discourteous and unpleasant (with one exception) and are absolutely unsuitable for customer-facing roles !! Dr. Kay truly merits a far more professional and competent support staff !!!!! Absolutely appalling 😲

Frustrating wait but compassionate medical team

I previously submitted a critical review due to an incredibly frustrating phone experience where I was left waiting endlessly, and when I attempted to request a callback, the connection abruptly terminated. No one made any effort to reconnect, forcing me to restart the entire exhausting process from scratch. I'm hoping to modify or remove my earlier negative feedback, as I recognize these are genuinely caring medical professionals who are sincerely trying their hardest.

Terrible service and zero customer care

The staff at the front desk are completely disinterested, barely acknowledging patients when they arrive. Scheduling an appointment is an absolute farce. These receptionists desperately require training in basic customer interaction. Even if you're experiencing a critical health issue, they'll still insist you wait three weeks for an appointment or force you to call at 8am just to become the 47th person in line. Everyone remembers when Dr O'Carroll ran this place - back then, these kinds of frustrating experiences never happened.

Disappointing medical care that left me frustrated

I previously held this medical practice in high regard, but that's no longer the case. My recent appointments have been with utterly demotivated and apathetic physicians who seem to have zero patience for patients. During my latest consultation, a new doctor actually raised their hand mid-sentence, interrupting me and requesting silence while they attempted to read something. I departed the clinic completely uninformed, clutching a £9 prescription for antacids. As a result, I've decided to transfer my medical care to a different surgery.

Solid healthcare through changing times

We've been patients at Church Lane Surgery for nearly a quarter-century. Although it's clear that certain aspects of their service have changed since the practice was smaller, this is reflective of broader NHS trends. It wouldn't be fair to criticize this specific surgery for delivering a standard of care typical across the healthcare system. I've awarded four stars because Church Lane genuinely strives to offer excellent healthcare. Admittedly, they may occasionally fall short, but based on my family's broader experience, they consistently handle critical medical matters effectively, particularly for complex health issues and the needs of elderly patients.