City Way Surgery

Unprofessional, Unhelpful and Lacking in Empathy.

I have a family member who is elderly and virtually bedridden. She has serious complications with her health, warranting a need for a visit by a doctor. Twice this week, a doctor has been requested, and they have agreed to come out. TWICE they didn't turn up. On both occasions, the surgery did not contact us to say the doctor would not be coming. Twice the doctor didn't even bother to contact us to say they would not be coming. This is totally unacceptable. Where is the courtesy of a phone call, or the duty of care. This GP practice is unfit for service. The staff require training in customer facing situations, and also in some of the basic requirements of Reception Duties. Every prescription request I have made has been either delayed, not there, or erroneous....every month. I have tried to bring this to the attention of the surgery, but they have little or no interest in maintaining their duty of care. Maria has an attitude problem, and needs retraining in the basics of health care. Her attitude to my wife today (16 Oct 2025), was appalling, and upset her.

Impossible to schedule after six months

The online consultation system is completely ineffective, and I've been struggling to secure an appointment for half a year. The front desk staff claims they can assist with scheduling, but then states they cannot provide an appointment because the e-consult form is overwhelmed.

Quick care for my little one

I've consistently received exceptional care at this medical practice. Whenever I've reached out regarding my child's health, I've always been accommodated with same-day appointments and provided comprehensive support. The entire team, from doctors to support staff, are consistently friendly and incredibly supportive. I'm truly delighted that I switched to this surgery last year!

Frustrating morning calls with zero appointments

Scheduling here is a nightmare. Impossible to secure a booking, even when trying to plan ahead. Daily morning calls only result in rejection. For working professionals, this approach is completely impractical since you're already en route to work by the time they're taking calls. The current system is fundamentally broken - if you're not available to hover by the phone every single morning, you're out of luck. All I want is a simple way to book an appointment, but their process makes that completely unattainable.

Quick and caring medical support

I've been a patient at this practice for 8 months now, and I have absolutely no complaints. Whenever I use their online consultation service, I almost always receive a same-day appointment. Every single staff member is incredibly kind, professional, and compassionate. Over the past few months, while dealing with some health challenges, I've felt completely supported, with prompt follow-ups and all the necessary tests being arranged quickly. It's truly puzzling to see so many negative reviews about such an excellent medical practice!

Missed appointment after years of neglect

Absolutely appalling service. The online consultation system was completely ineffective, and after numerous attempts, I finally secured an appointment without even being properly notified. Due to this lack of communication, I inadvertently missed the appointment, and now they're refusing to reschedule. I've endured years of being dismissed by this practice, who consistently downplay my legitimate health concerns despite me experiencing severe symptoms that cause me to lose consciousness. They've even acknowledged discovering organ abnormalities but have taken no action whatsoever. This general practice is completely incompetent and demonstrates zero patient care - I strongly advise steering clear of them. Unlike my previous two medical practices, which provided compassionate care, I'm unfortunately forced to use this clinic due to recent relocation, and the experience has been nothing short of frustrating and potentially dangerous.

Impossible to book a doctor's appointment here

What use is a medical practice that makes scheduling appointments impossible?! Their system only allows same-day e-consult bookings, with no option to reserve a slot for upcoming non-urgent but necessary consultations. Last week, when I attempted to book, they claimed their website was non-functional, completely halting appointment scheduling. It seems they've completely lost sight of their fundamental purpose to care for patients, and are now operating purely as a business venture. I'm thoroughly frustrated and actively seeking a new general practitioner who actually prioritizes patient care.

Lottery system fails desperate patients

Completely worthless. Scheduling an appointment is impossible. They actively prevent you from booking; you're forced into a 7am Econsult lottery with slim chances of securing a slot that might eventually grant you a doctor's consultation. If you don't succeed, you're condemned to daily repeated attempts. They show zero concern for medical urgency. This isn't a genuine healthcare provider. It's an absolute embarrassment.

Quick and painless morning blood draw

The phlebotomy staff this morning were exceptional - both were incredibly kind, supportive, and conducted themselves with the utmost competence. My blood draw was a completely seamless and positive interaction that left me with no complaints whatsoever.

Frustrating wait with stage four cancer

Utterly dreadful experience that I deeply regret selecting this medical practice. Despite battling stage four terminal cancer, I've been struggling to secure a doctor's appointment for three consecutive days. Their e-consultation process is entirely futile, resulting in nothing more than being instructed to contact 111. While my condition isn't critically emergent, it absolutely necessitates professional medical evaluation - which seems impossible to obtain. I've reached a point of complete frustration and firmly believe it's imperative to locate a general practitioner who genuinely commits to seeing patients face-to-face, rather than constantly resorting to telephone consultations.

Friendly staff made my day

The staff consistently demonstrate exceptional customer service, displaying genuine warmth and a willingness to assist.

Caring support through serious health challenges

Utterly professional in their approach. Consistently capable of addressing my specific health concerns (cancer and diabetes). The team demonstrates remarkable dedication, consistently warm and approachable. The level of attention provided to my 97-year-old mother has been truly remarkable. I completely disagree with some of the negative feedback circulating. For those with legitimate medical requirements, they respond with remarkable efficiency. I suspect the complaints stem from less critical health issues, given how incredibly busy the practice is. They unfailingly prioritize urgent, genuine medical needs and are incredibly responsive. I simply cannot express enough appreciation for their service.

Great clinic during busy times

I've been with this medical practice for almost 7 years, and I truly believe this is one of the top-tier healthcare providers. The clinicians are exceptional, and the reception staff are equally professional. Whenever I need an appointment, I can easily schedule one, and I recognize how hard they work under significant patient pressure. I confidently recommend this practice for their outstanding service and superior clinical care. It's important to appreciate how incredibly busy they are.

Phone system drove me crazy

The medical practice's phone system is completely ineffective, and their e-consultation process is utterly pointless. I long for the days 7-10 years ago when patients could actually reach someone on the phone, schedule appointments with ease, and were treated like human beings rather than just another task to be processed.

Surgery admin left me hanging

This establishment is utterly laughable; the administrative department of this surgical practice is completely indifferent. They consistently ignore emails and make it impossible to connect with anyone regarding medical reports.

Weeks to wait for baby's checkup

Scheduling a pediatric consultation months in advance? Absolutely ridiculous.

Frustrating gp visit on a july afternoon

I'm utterly devastated that today (23/7/2024), my visit to the General Practitioner resulted in another failed attempt to secure an appointment. I'm left with no choice but to escalate this to the hospital and declare it an emergency. The treatment I received at the GP's reception was shockingly disrespectful. This unacceptable situation cannot continue, especially when patients are simply trying to book an appointment, whether for immediate or long-term care. The practice of directing patients to schedule via a website and sending them away is completely ridiculous. I've been struggling to get an appointment for an entire month, and I'm completely exhausted. I'm now forced to go to the hospital because the GP's office is essentially useless, seemingly designed only to obstruct and delay care for those who desperately need medical attention.

Snagged a same-day appointment at 9pm

Edit (22/07/24): After spending days trying unsuccessfully to secure an appointment for my partner at a different practice (high park), I'm even more grateful for City Way Medical Practice! Edit: 10 years! It's disheartening to see the negative feedback. From my personal interactions, the reception team has consistently gone above and beyond to assist me. I've experienced no difficulties scheduling appointments (Submitted an e-consult at 9pm and secured same-day service!). Scanning the 1-star reviews - it appears staff are simply adhering to established protocols, and frustrated patients are venting their dissatisfaction through critical reviews. Throughout my 9-year tenure, I've genuinely not encountered a single negative experience. The reception staff are consistently helpful and compassionate, while the doctors, nurses, and on-site paramedics are exceptional.

Wasted time while health got worse

I submitted an online consultation and was informed it was too risky to evaluate, directing us to contact the surgical department directly. They scheduled an appointment two weeks out, which seemed completely absurd. Subsequently, just five days after completing the e-consult, he ended up hospitalized for a full week.

Appointments vanish before mid-morning

Frustrated with e-consult's limited availability! How can they shut down online bookings by 10:30am? It's impossible to schedule a doctor's appointment when their system is closed so early. The reception keeps redirecting patients to 111, which is incredibly unhelpful. This service has rapidly deteriorated and become completely ineffective.