City Way Surgery

Quick and caring morning calls

After being a patient at this surgery for 8 years, I have nothing but positive things to say. Booking appointments has never been a challenge, and I consistently manage to get through at precisely 8:30am. The reception team handles significant phone line pressure as the day progresses, but they offer a helpful queue buster service where you can leave a message and receive a callback. Their approach might seem swift, but I don't perceive this as rudeness - they simply aim to process calls efficiently. The medical professionals are exceptional, with the diabetic Nurse D being particularly outstanding - consistently warm and compassionate. Dr A is equally impressive and provides excellent care!

Endless queue nightmare at clinic closing time

Absolutely appalling! My partner requires a follow-up consultation for their new prescription. The policy demands an in-person doctor visit with no option to refill remotely. This medication is crucial for survival, and I've just been forced to hang up after waiting at position 26 in the queue, mere moments before the clinic closes! This scenario repeats itself consistently every morning and evening! With our full-time work schedules, how are we expected to waste countless hours waiting in these endless lines? Will it take a tragic loss of life before something changes?????

Quick help when I needed it most

City Way medical practice truly exceeded expectations today. I've been struggling with my mental well-being, and the incredibly supportive front desk staff (whose name I unfortunately didn't catch) went above and beyond to secure me a same-day consultation. The general practitioner was compassionate and provided me with a contact for additional support resources. This practice has consistently demonstrated their commitment to patient care in previous interactions ✨

Doctors' practice left me frustrated

A terrible setup, inadequately managed and unproductive. My sympathy goes out to the reception staff who must handle calls, as they are completely abandoned by the practice's physicians. Speaking on behalf of three family members registered here, I've experienced endless difficulties getting anything accomplished. Truthfully, I'm relieved to be registered at a different medical practice.

Terrible customer service nightmare

Their customer service is completely unresponsive - phone lines are a nightmare where calls either go unanswered or abruptly disconnect. The callback system is equally useless, with promised return calls never materializing. Their communication channels seem intentionally blocked, leaving customers endlessly pursuing resolution with zero feedback or engagement.

Dangerous medical practice that ignored me

This facility demands serious scrutiny. The safety of patients is compromised at City Way Medical Practise. Avoid this clinic at all costs, as you'll be disregarded and abandoned without care.

Endless wait and rude staff at the surgery

Scheduling an appointment is consistently frustrating due to incredibly long wait times. I spent an entire hour on hold, initially positioned at number 7 in the queue from 8am to 9am when I first called the medical center. Between 9am and 10:05am, I was finally next in line, only to be abruptly disconnected. I've frequently observed staff members appearing idle while phones continuously ring unanswered. On the rare occasions they do pick up, most employees demonstrate a remarkably discourteous attitude. 😡😣

Painful and unprofessional doctor's visit

A surgical experience that ranks as the absolute lowest point in my nearly seven decades of life

Pointless training that never improves anything

Terrible training sessions running daily from 2 PM to 4 PM, yet showing absolutely no improvement whatsoever

Rude doctors who don't listen at all

Completely useless healthcare providers who show zero listening skills. They dictate to patients instead of engaging in dialogue. Their treatment of patients is shockingly poor and disrespectful. These staff members seem to have an inflated sense of authority within the healthcare system. Patients are stripped of any sense of personal dignity at this medical practice.

Busy phone lines drove me crazy

The customer support is an absolute farce - the phone lines are perpetually jammed. I couldn't even reach them to obtain my blood test results because the line was constantly engaged. The level of service is completely unacceptable!!

Frustrated after rushed doctor's visit

Every single time, there's a massive line of people stuck on hold. Yesterday, I finally got my appointment, and the doctor abruptly ended the call before completing my consultation. Is this what I'm paying my taxes for???

Nightmare experience with terrible doctor

Absolute worst general practitioner in the entire United Kingdom. Complete disappointment and total waste of medical resources. Zero professionalism, zero care, zero competence. Would give zero stars if that was an option.

Nightmare phone system at local surgery

Update June 2022: validation for those who previously rated this medical practice poorly - CQC has officially declared the facility inadequate.... 5 months ago: The practice sends a text instructing patients to phone and schedule appointments 🤣🤣🤣 I attempted contact for more than a week, with the system either being so overloaded that calls disconnect immediately or being stuck in a telephone queue exceeding 30 minutes.... When urgent medical assistance was required for another person, I resorted to using two phones simultaneously, calling both 111 and the surgery. Remarkably, 111 had successfully arranged an in-person GP consultation before I even reached a point where the surgery's phone line was answered.

Frustrating wait and no appointments available

I've been struggling to reach reception for three days to schedule an appointment. Yesterday, I finally got through but was 20th in line, and all slots were already taken. The staff cut me off mid-complaint, simply stating "NO MORE APPOINTMENTS TODAY." My daughters are suffering from throat fungus, swollen tonsils, and fever. How did I discover this? By checking the NHC website. Am I supposed to diagnose my own children when I'm not a medical professional???! The reception staff who handle appointments show zero concern for patients. How many appointments do they actually offer daily? How many phone calls must I make to successfully book one? I sincerely hope others facing similar challenges find the help and support they desperately need.

Caring team through decades of health

I've been a loyal patient at this medical office for two decades. The entire staff consistently provides exceptional, top-tier customer service. They continue to maintain an outstanding level of care during these challenging circumstances.

Smooth early morning flight to chicago

No remarks.

Terrible clinic except for one kind doctor

What a terrible medical experience. It's impossible to get an appointment. The phone lines are perpetually unanswered - the front desk staff are discourteous and completely lack empathy when interacting with patients. The physician I consulted was excellent, but every other aspect of this practice falls dramatically short of acceptable standards.

Terrible wait times and no online booking

One star is being overly generous. The online booking system is non-existent, and even when you manage to secure an appointment, you're looking at a two-week wait - and that's considered urgent. The doctors are completely ineffective at handling prescription needs, and I absolutely refuse to settle for telephone consultations. I want a face-to-face interaction with a real healthcare professional. It's high time these general practitioners stepped up and started functioning like every other professional service.

Terrible transfer to reception every time

The front desk staff are a complete disappointment. Nearly every attempt to contact reception results in a frustrating "Transfer failed" message, even during supposedly open hours. When you miraculously get through, the staff are shockingly discourteous and lacking in empathy. They even have the nerve to grumble about being treated poorly! It should be obvious that anyone working in a medical setting must demonstrate basic professional courtesy and respect to patients. In stark contrast, the medical professionals - doctors and nurses - are absolutely excellent and deserve high commendation!