Southcoates Medical Centre

Efficient care and friendly staff throughout

I attended my annual blood pressure appointment. The healthcare professional conducting the review was both efficient and pleasant. When I returned the following day with a sample, the reception staff member was equally friendly and welcoming.

Impossible to book appointments through reception

The surgery appears to be struggling to meet patient needs. My wife has been attempting to secure an appointment for more than a week to discuss pain management options with a clinician, but has repeatedly been informed by reception staff that no slots are available and has instead been directed to attend an urgent care centre. This approach seems counterproductive, as such facilities would likely redirect her back to the practice anyway, given that ongoing medication management typically requires continuity with her regular healthcare provider.

Slow records request and frequent staff absences

The medical records request process has been disappointing, with a lengthy wait of several months and the matter still unresolved. I have found the staffing availability to be concerning, with what appears to be frequent absences affecting service continuity.

Reception staff were dismissive and rude

The experience at this medical centre was disappointing and fell short of expected standards. I attended for a routine blood test and received minimal explanation about the results process, being simply told that no contact within a certain timeframe would indicate everything was satisfactory. The interaction felt rushed and lacked proper closure. Additionally, the reception staff member's manner was unwelcoming and came across as dismissive rather than helpful.

Quick check-in after a difficult booking process

Following a four-day period of attempting to secure an appointment, the visit proceeded smoothly. The reception process upon arrival was prompt and well-organised. The wait time before being seen was minimal. The consultation itself was conducted efficiently, concluding with a prescription being provided.

Long phone waits and can't get appointments

The service at this practice has declined significantly since the change in management. Previously, the facility provided excellent care. Accessing appointments has become increasingly difficult. On one occasion, after waiting over an hour for a response, I was directed to contact an alternative service or attend a walk-in centre. This led to a visit to accident and emergency, which I felt was unnecessary and an inefficient use of NHS resources. The outcome involved a prescription for medications to address respiratory concerns, which I believe could have been resolved more quickly through the practice itself. The transition to the current provider has been disappointing, and the service no longer feels as attentive and patient-focused as it once was.

Impossible to book an appointment here

This medical practice has significant issues with appointment availability that are extremely frustrating to navigate.

Reception staff didn't check appointment notes beforehand

Disappointing experience at this surgery. I was redirected here from my regular practice. The staff member I saw was unwelcoming from the beginning. Despite my reason for visiting being documented in my records, they appeared unfamiliar with it. They mentioned being behind schedule and said they would attempt to carry out the procedure if time allowed. Given the appointment was scheduled for 20 minutes, I was seen for less than 5 minutes and departed feeling distressed and as though my concerns had not been properly addressed.

Professional reception staff made booking easy

Extremely competent and well-conducted.

Email responses for repeat prescriptions not received

I have sent multiple emails over the past week regarding my need for repeat prescriptions for my diabetes medication and other medicines. Normally I receive a response to such requests, but on this occasion I have not heard back. I am unable to make phone calls during the times when the prescription service is available due to my work schedule. I am uncertain whether there has been a change to the email contact details that was not communicated to patients, or whether there are other reasons for the lack of response to my prescription requests.

Impossible to get an appointment here

I found this practice to be extremely disappointing. The surgery appears to have very limited availability, which means I frequently need to seek care elsewhere. Obtaining an appointment is consistently difficult, and promised follow-up calls do not materialise. I felt the clinical team lacked compassion when dealing with younger patients who require additional support. The service has left me feeling I have no choice but to use walk-in facilities instead. I believe the standard of care falls well short of what should be expected from a medical practice.

Impossible to book appointments for elderly patients

My elderly relative is registered at this practice. It has been consistently difficult to secure appointments. When calling early in the morning, there was a lengthy wait before being informed that no slots were available. The suggestion was to contact alternative services or attempt booking again the following morning. There appears to be limited consideration for older patients who may not be able to call at such an early hour.

Phone queue made me give up

Called today to request a repeat prescription and schedule an appointment, but spent over two hours attempting to get through on the phone before eventually giving up. The experience was extremely frustrating. When I visited the surgery in person the following day, I was informed that selecting a particular menu option does not result in anyone answering the call.

Impossible to book an appointment here

It is difficult to secure an appointment at this practice. The typical waiting period extends to several weeks, and when availability does arise, consultations are often conducted by telephone rather than in person.

Difficult to reach by phone during the day

It is difficult to reach the practice during standard hours, so I typically attempt to contact them outside of regular business times.

Couldn't get through on the phones today

I have been unable to reach the practice by telephone to arrange my repeat medication. Despite multiple attempts on different lines, I have not been able to connect with anyone to process my request.

Prescription line impossible to reach

Poor experience at this practice, comparable to concerns I've had with their partner location. The prescription ordering process is frustrating—I can't reach the dedicated line, and when I've tried the general number, I'm told I must call the prescription line instead. I've been attempting to contact them for a week without success. The NHS app won't let me order online because I'm overdue for a review appointment. However, I'm unable to book a face-to-face consultation for this review. I'm uncertain how to proceed with obtaining my medication given these barriers.

Can't get appointments when needed

It is difficult to obtain available appointment slots at this practice.

Impossible to book appointments through any channel

This surgery feels poorly managed. Obtaining an appointment is challenging, with typical waits of at least two weeks, or alternatively being directed to call at 8am. When I attempted to call at that time, I experienced significant delays in reaching someone, waiting considerably longer than expected. While on hold, I explored the website's suggestion to use an alternative video appointment service, but found the link was not functioning properly. I also attempted to access the recommended app through standard channels, but encountered technical issues that prevented successful installation. The practice has historically been adequate, but the current situation appears to have deteriorated significantly.

Clean waiting room made a good impression

The premises were well-maintained and hygienic.