City Way Surgery

Rude receptionist made my disability process worse

Absolutely terrible experience, the front desk staff member I interacted with displayed an incredibly unprofessional attitude, constantly rehashing the same information when I was inquiring about the status of a critical medical document that I desperately need for my disability support. Such abysmal conduct is unacceptable - is this truly how patients are being treated at this facility? Urgent and significant improvements must be implemented, and they absolutely must cease employing personnel who demonstrate such poor communication abilities and minimal understanding of customer service when interacting with vulnerable individuals. This situation requires immediate resolution.

Staff helped me through tough times

Extremely compassionate and understanding, they went above and beyond to help me within the constraints of a challenging situation. Their dedication and professionalism were truly impressive, despite the tough conditions they were working under.

Friendly staff and better access now

We have been patients at cityway surgery for decades, and over the past twelve months, we've noticed a significant enhancement in the quality of care we receive. The reception team now demonstrates exceptional courtesy, a stark contrast to the previous staff who were notably discourteous and have since been replaced. My wife and I have faced challenging health conditions, including cancer and arthritis, and throughout these difficulties, the medical professionals and support team have been instrumental in securing the necessary treatments and facilitating specialist referrals. Perhaps most importantly, we now enjoy much greater accessibility to the surgery, with multiple communication channels available—whether through email or telephone—for addressing any concerns. Without reservation, I can confidently endorse this medical practice to anyone seeking compassionate and responsive healthcare.

Driving license drama at the front desk

The initial attempt to register with this medical practice was hindered by their refusal to recognize my driver's license as valid identification. I found myself having to educate the receptionist about the legitimacy of a driver's license as a form of ID. Each time I phone, I'm invariably number 30 in the waiting line. It consistently requires four separate tries of enduring lengthy hold times just to make contact. Once connected, I'm typically offered a telephone consultation that never materializes at the scheduled moment. The situation becomes even more frustrating when seeking the on-call physician.

Responsive clinicians make big difference

Significant enhancements have been observed recently, resulting in a markedly improved patient experience. The medical professionals demonstrate exceptional responsiveness and professionalism. There remains room for refinement in operational procedures and follow-up protocols, which would streamline services and ultimately benefit patient outcomes. Despite these potential improvements, kudos are due to the entire staff for the commendable progress achieved.

Missed appointments and endless waiting

Absolutely pointless service. This medical practice drives me up the wall. I've been a patient since its previous location on Orion Road! Not that it matters. Apparently, the only way to get any assistance is to be loud, foreign, or make a scene at the reception. I've been stuck on a clinic waiting list since February. They've repeatedly missed my appointments without explanation, and the receptionists are clueless. I finally got an appointment after three weeks of waiting, showed up, used the check-in screen, and discovered a time discrepancy - it showed 12:40 instead of the 10:40 I was originally told. When I returned at 12:40, they claimed I should have been there at 10:40! Absolutely fantastic!!! If you work regular hours, it's impossible to contact them by phone, leaving you with no option but to rush to A and E or risk dying! Major kudos to city way, your systems are clearly a complete disaster! BRING BACK SANDRA!!!!

Endless wait to be told nothing helps

I genuinely aim to be understanding and recognize that the National Health Service has been undermined by governmental neglect and insufficient funding. I comprehend the broader context. However, when individuals contact their primary care physician, they are seeking assistance during a time of illness and distress. I endured an excruciatingly long 100-minute phone wait, only to be informed that no appointments were available and was redirected to call 111. This was unquestionably the most indifferent, unproductive, and time-consuming interaction I have ever encountered.

Horrible wait times and cancelled appointments

I must emphasize that this medical practice is absolutely TERRIBLE! I understand healthcare can be challenging, but the way they handle appointments is unacceptable. My fiancée has been waiting months for her appointment, only to arrive at 10:40am and be informed it's been arbitrarily cancelled and rescheduled for 12:40pm, and then told she cannot even be seen. It's a complete and utter disgrace!!! This is completely unacceptable!!! We work tirelessly five days a week and are unable to secure a simple doctor's appointment! I am COMPLETELY FRUSTRATED!!! Something MUST change IMMEDIATELY!!!

Frustrating wait and unhelpful medical system

Received a new system that only informs you about being over 30 at 8am, which shouldn't have disrupted patient scheduling from the previous day. This medical practice seems completely stagnant and unwilling to make improvements. I've been tied up on the phone for more than two hours, waiting as patient number 15, only to be informed they're incredibly swamped and told to call back, then abruptly disconnected. I'm now planning to file a formal complaint with CQC. After redialing, I'm currently 29th in the queue. Earlier, I was the first caller attempting to speak with a manager, who also suggested I ring back later.

Quick and helpful phone consultation today

I just completed a telephone consultation with Dr. Syed about the persistent cough that's been affecting both my partner and me for nearly two months. Despite having to wait a week and a half for the appointment, I was impressed that the doctor was thorough, asking comprehensive questions and presenting multiple potential solutions. I'm optimistic that we'll find relief soon. Much appreciation for the help.

Quick help with e consult when sick

I've had positive interactions overall. Following a personal loss, I received supportive care that significantly benefited my mental health. During the past three weeks, while dealing with an infection, I utilized e-consult and was promptly contacted and treated the same day with a comprehensive plan. While I recognize that contacting the surgery can be challenging, I understand they are managing calls from people seeking critical assistance, which inevitably creates delays. I'm confident they would address patients more quickly if possible. I recommend using e-consult online for those able to do so, as it can expedite getting the necessary help and potentially reduce phone wait times. I've personally experienced professional frustration when facing a 35-person queue. Perhaps implementing a physical counter box for non-urgent matters could help streamline communications. I notice many individuals waiting to cancel appointments or ask questions that could be handled through alternative methods. As a side note, there's a phone option specifically for appointment cancellations.

Endless hold times with unhelpful staff

Attempting to schedule an appointment? Prepare for a frustrating ordeal of endless waiting from the instant phone lines become active, with hold times stretching beyond half an hour before finally reaching someone. Their solution? Simply reschedule and try your luck again the next day! As for Doctor Denise, she epitomizes unprofessional indifference and seems to have mastered the art of minimal effort.

Terrible clinic with zero patient care

Absolutely terrible medical professionals! They were completely unhelpful and informed me that it could take up to three weeks just to confirm my registration. Completely unacceptable - this practice deserves to be closed down immediately!

Worst flight ever with terrible delays

Extremely poor quality, highly unsatisfactory, and deeply disappointing.

Worst medical care from heartless receptionists

The medical practice is an absolute nightmare! The front desk staff seem to have been schooled in cruelty, showing zero compassion to patients in distress. Booking an appointment with a doctor is practically impossible, and the entire operation is an embarrassment to healthcare professionals!!!! I'd give zero stars if I could, but settled for the minimum rating of one star! After 12 months, the situation has only deteriorated. The level of incompetence is staggering - the receptionists remain incredibly discourteous and can't even manage a simple prescription correctly. I've had to chase them five times to get the right medication, and they still mess it up. AVOID THIS PRACTICE AT ALL COSTS - THEY ARE COMPLETELY USELESS😡😡😡😡😡

Poor customer service at call center

Their customer service is abysmal - calls go unanswered, and their queue buster system is completely ineffective. They claim to call back via text, but these messages are false, never actually happening. The communication and reception quality desperately needs improvement.

Frustrating postcode issues with local surgery

After relocating to the neighborhood, I attempted to register with this medical practice. Over the course of a month, I made four separate visits to confirm my registration status, only to be informed after more than a month that I fall outside their designated postcode area. The entire process has been an absolute exercise in futility, with the staff displaying an appalling level of incompetence that reflects incredibly poorly on how this healthcare facility operates.

Quick answers when i need help

Absolutely thrilled with this medical procedure. The online consultation works perfectly with my busy schedule, and I consistently receive responses either the same day or by the following day. The staff are consistently compassionate and supportive!

Waiting all morning for doctor's call

Called medical office early morning, doctor was supposed to return call by 1pm, still waiting with no response

Better care and smoother appointments now

I've noticed significant enhancements at City Way surgery compared to my previous experience. If I had written this review two years ago, it would have been extremely critical. Now, the reception team demonstrates a notably warmer and more supportive approach. Booking appointments has also become considerably more straightforward.