Church Road Surgery
Bad! (71 reviews)
Bad! (71 reviews)
Feedback reveals significant challenges with appointment access and reception experience, which dominate patient concerns across the file. Patients consistently report difficulty securing appointments through the telephone booking system, with many describing the process as nearly impossible, particularly when calling at the designated 8am slot release time. Phone lines are frequently described as inadequate or non-functional, resulting in lengthy waits or unanswered calls. Reception staff courtesy emerges as a recurring issue, with multiple patients citing dismissive, discourteous, and unprofessional behaviour, including interrupting patients and showing lack of compassion during interactions.
In contrast, medical professionals receive notably positive feedback. Doctors and nurses are frequently described as compassionate, attentive, and skilled, with several patients specifically praising individual practitioners for their genuine care and thorough approach to consultations. The practice environment is generally viewed positively when patients can access it, with welcoming facilities noted in some reviews.
Communication and responsiveness present additional concerns, with patients reporting delayed callbacks, missed follow-up appointments, and inconsistent information about referrals and prescriptions. Some patients describe feeling dismissed or deprioritised when attempting to discuss health concerns. While a subset of reviews highlight positive reception experiences and commend staff warmth and helpfulness, the predominant pattern reflects systemic issues with appointment availability, phone accessibility, and reception staff conduct that significantly impact patient experience.
Appointment
Reception
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Care
Respect
Seen on time
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Claim & Manage ProfileShows how often this practice responds to patient reviews and feedback.
Feedback reveals significant challenges with appointment access and reception experience, which dominate patient concerns across the file. Patients consistently report difficulty securing appointments through the telephone booking system, with many describing the process as nearly impossible, particularly when calling at the designated 8am slot release time. Phone lines are frequently described as inadequate or non-functional, resulting in lengthy waits or unanswered calls. Reception staff courtesy emerges as a recurring issue, with multiple patients citing dismissive, discourteous, and unprofessional behaviour, including interrupting patients and showing lack of compassion during interactions.
In contrast, medical professionals receive notably positive feedback. Doctors and nurses are frequently described as compassionate, attentive, and skilled, with several patients specifically praising individual practitioners for their genuine care and thorough approach to consultations. The practice environment is generally viewed positively when patients can access it, with welcoming facilities noted in some reviews.
Communication and responsiveness present additional concerns, with patients reporting delayed callbacks, missed follow-up appointments, and inconsistent information about referrals and prescriptions. Some patients describe feeling dismissed or deprioritised when attempting to discuss health concerns. While a subset of reviews highlight positive reception experiences and commend staff warmth and helpfulness, the predominant pattern reflects systemic issues with appointment availability, phone accessibility, and reception staff conduct that significantly impact patient experience.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Sylvie M.
5 years ago
Bad!
Chaotic flu clinic with minimal crowd management
I showed up for my 9:15 flu shot and the car park was packed with around 150 people. The setup was completely disorganized, with everyone crowded together. A receptionist came out yelling for people to move to one side of the parking area. It was absolute chaos. The actual jab process inside took only about 4 minutes, but the overall experience was far from smooth. This situation definitely needs addressing - it's not a good representation of a medical facility, with people standing so close together. The staff seemed quite unenthusiastic. However, I will say the doctor who administered my vaccine was very pleasant.
Julie B.
5 years ago
Excellent!
Amazing service from start to finish
Absolutely thrilled with this surgical procedure I called their office and the staff was fantastic
Hafeeza G.
5 years ago
Bad!
Worst customer service ever avoid at all costs
Zero stars would be too generous!! The front desk personnel completely lack compassion! Their rudeness is absolutely mind-boggling - how challenging can it possibly be to display basic courtesy! Not once have I encountered a welcoming smile in this establishment, and their telephone manner is equally terrible! They show zero interest in understanding customer concerns!! It's blatantly obvious they have open time slots but deliberately refuse to schedule them!! This team desperately requires fundamental customer service instruction!
Live L.
5 years ago
Average!
Disappointing service with unexpected medical treatment
Arrived for my B12 injection but was redirected at the entrance and prevented from entering the treatment room.
Carol F.
5 years ago
Bad!
Terrible customer service from unhelpful receptionist
Called to ask a question, and the front desk staff was incredibly discourteous and dismissive. There's absolutely no excuse for treating customers with such disrespect. 😡
Elaine G.
7 years ago
Excellent!
Compassionate care from amazing medical professionals
I've been seeing Michelle, the nurse, for more than 22 months, and she has consistently been caring and delightful. My gratitude also extends to Dr. Edwards and Dr. Fox for their exceptional care.
Alan D.
7 years ago
Bad!
Frustrating healthcare system leaves patients without help
Securing a medical consultation is an absolute nightmare. I've been suffering for over a week and can't schedule a visit. The whole system is completely ridiculous. They instruct patients to call at 8 AM, and by the time you actually get through, every single slot is already gone 😡. Alan Doherty
Andreas T.
7 years ago
Excellent!
Worst customer service ever terrible phone experience
Steer clear of this establishment. I made 232 calls today and couldn't get through at all...
Irene M.
7 years ago
Great!
Excellent healthcare with caring staff and convenience
My partner has been receiving treatment at this medical practice for an extended period, and they've provided exceptional care for his high blood pressure concerns. I've also been a patient here for quite some time, and they consistently ensure I receive the necessary medications. The doctors and nurses are genuinely kind and compassionate. While the appointment scheduling can be somewhat time-consuming, it's manageable if you're willing to be patient. Overall, the surgery maintains a pristine environment, the staff are welcoming and pleasant, and it's conveniently located just a short 15-minute walk away for both of us 😀
Emma H.
8 years ago
Bad!
Terrible booking system ruins healthcare experience
Steer clear of this procedure - their appointment scheduling is an absolute joke. Despite calling just moments after the lines became available, I endured a 5-minute wait only to be informed that all slots were already filled, and this was for a pediatric appointment!! Absolutely unacceptable. To make matters worse, when I tried to voice my frustration, I was simply directed to their complaints process. The practice manager should be thoroughly embarrassed by the disastrous way she's managing this healthcare facility!!
Carpmaniac711 C.
8 years ago
Bad!
Terrible booking experience with outdated service
It's the 21st century, and yet their booking process is still stuck in the past - absolutely impossible to make a reservation by telephone!