Southcoates Medical Centre

Receptionist gave conflicting information about samples

The experience was frustrating. I was asked to provide another sample as the previous one lacked sufficient clinical information. The receptionist mentioned the practice was open on Saturday, so I attended on that day to submit it. However, I was informed that samples cannot be accepted on Saturdays and was asked to return on a weekday instead, which was inconvenient.

Prescription requests require multiple follow-up calls

Whenever I contact the practice regarding my preventative medication, there always seem to be issues with the process. I regularly request a portable reference document so I can access my prescription at any location across the country, and although staff indicate they will send this to me promptly, I find myself having to make multiple follow-up calls to resolve the matter.

Mouldy clinic and too many phone appointments

I have multiple ongoing health concerns and have only been able to attend in-person appointments twice over the past two years, despite experiencing symptoms that warranted face-to-face assessment. I recently attended an appointment at an alternative clinic location, where I found the consulting room to be quite cramped with limited space, and I noticed the building had a noticeable smell of damp and mould throughout.

Phone queues too long, reception unhelpful

I have to say, where do I even begin – if I were to describe everything that has occurred over the past couple of days, you would essentially be reading an entire novel. It can take up to 2 hours just to get through on the telephone, and even when you do manage to connect, you may find yourself speaking with someone whose manner feels quite unwelcoming. Should you attempt to seek clarification about how certain matters are being handled, they may simply disconnect the call, leaving you to face the prospect of waiting hours to reconnect again. You are instructed to complete an online form in order to book an appointment with a clinician, and when I mentioned my particular circumstances and health considerations, I was told that this requirement applies regardless. When I sought to discuss this further, the call was terminated. What staff in these positions may not fully appreciate is that they are potentially making their own roles redundant, as automation continues to advance – which does not appear to be far away – there may be little need for such intermediary positions in the future. It would be preferable if those who demonstrate poor interpersonal skills were among the first to be replaced by such systems.

Prescription orders keep arriving incomplete

Every time I have placed an order for my prescription since relocating to this practice, there has been something absent from what I received.

Phone lines impossible to get through on

Experienced significant delays when attempting to contact the practice by telephone, waiting well over an hour and a half with an extended period on hold. Found the phone system frustrating and difficult to navigate. Noticed that during in-person visits, the surgery does not appear particularly busy, which raises questions about why telephone response times are not faster.

Couldn't get through on the phone

The service provided fell significantly short of expectations and was deeply disappointing.

Couldn't get through on the phone

NOT SUITABLE FOR REQUIREMENTS- BEST TO STEER CLEAR

Reception staff were dismissive and unhelpful

Would have given this place minus five stars if I could. I left this surgery a couple of years ago after an appointment with a healthcare professional, who was extremely rude and unprofessional. The experience was so negative that it put me off attending NHS services altogether. To be honest, the staff member wasn't the only person working there who displayed poor attitudes towards patients. After trying a few other practices, I eventually found somewhere with a much friendlier atmosphere. I still feel anxious about certain types of appointments and go in prepared to leave if I'm treated poorly again. My advice would be to look elsewhere, as everyone deserves to be treated with respect and courtesy.

Reception staff attitude has become increasingly rude

Seven months ago I had no complaints, but the practice has become increasingly frustrating. Getting an appointment is difficult, and sorting out medication issues is problematic. The reception staff can come across as dismissive and condescending. There also appear to be basic administrative errors—I was issued with a quantity of tablets that doesn't align with the prescribed dosage for the stated duration. The phone lines are frequently unobtainable, though calling an alternative number sometimes works. The service has noticeably declined since management changes were implemented. Additionally, correspondence from the hospital doesn't seem to be properly reviewed or actioned, requiring me to follow up repeatedly. I've even had to contact the hospital myself to obtain copies of letters that were supposedly received, only to be told later that the practice does have them but hasn't processed them. It's unclear why these communications aren't being handled appropriately.

Phone queue cut off mid-wait

I recently attempted to book a doctor's appointment by phone and experienced a lengthy wait in the queue. Unfortunately, my call was disconnected before I could complete the booking, which left me feeling quite upset and frustrated. I found it difficult to understand how to arrange a consultation through the current system.

Receptionist won't answer the phone

It is difficult to secure an appointment at this practice. The phone lines are frequently unavailable when attempting to contact the surgery. If you express a concern or perspective, you may be told that your approach comes across as aggressive, despite the lack of available slots. The practice continues to seek new patients despite these accessibility issues, which seems contradictory and confusing.

Receptionist turned away walk-in despite booking others

The receptionist's manner was unwelcoming when my partner attempted to schedule an appointment on my behalf. Despite being told that no slots were available and being directed to attend as a walk-in instead, it appeared that other patients were being accommodated for bookings. My partner was second in the queue at the time.

Reception staff made me feel unwelcome

The reception staff were unhelpful and made me feel as though I was at fault when I had concerns. As a patient who contributes through national insurance, I felt I should have been able to access medical care more easily.

Couldn't get through on the phone

I have attempted to secure an appointment or speak with someone by telephone, but my requests have not been addressed. I am dissatisfied with the level of responsiveness and am considering switching to a different practice.

Phone queue left me frustrated and unheard

I called at just after 8am and was informed I was first in the queue. However, when the line was answered at 8.40, I was told there were no appointments available. I questioned how I could have been first in the queue if no slots remained, and the staff member seemed unable to provide a clear explanation. When I asked how I was supposed to obtain an appointment under these circumstances, the call was ended abruptly. The interaction left me feeling frustrated and unsupported in my attempt to book an appointment.

Waiting room was uncomfortable and unprofessional

Attended an appointment with my mother. The staff appeared to prioritize equipment positioning over addressing the reason for our visit. The waiting area was uncomfortably warm and lacked a professional atmosphere. The surroundings felt quite bare and uninviting. Overall, it was a disappointing experience.

Couldn't get through on the phone

Not satisfactory.

Hard to book but worth the wait

Difficult to secure an appointment slot, though the experience is positive once you do get seen. The team are friendly and welcoming, though the car park facilities could be improved.

Booking errors and poor phone access

I would not rate this experience positively at all. The attitude displayed was deeply disappointing. I was scheduled incorrectly for a routine screening appointment, and when I tried to contact the practice about this error, I received no response. Attempting to rebook proved extremely difficult due to persistent phone line issues. No apology was offered for the initial booking mistake. This has been a consistently poor experience with the practice.