Claremont Medical Centre

Reception staff went above and beyond for us

Hi I would just like to take a moment to say that the receptionist working at the practice today is an absolute credit to the surgery! They always go above and beyond to deal with enquiries and ensuring that patients like myself and my family get appointments or are seen to one way or another. Amazing staff member! Thank you

Helpful team who really listened to me

The entire staff demonstrates a helpful, polite, and caring approach. I am very satisfied with the service provided by reception and clinical staff.

Hard to reach by phone despite competent doctors

The clinical staff are competent, however the telephone service is extremely frustrating. I'm unable to understand why the administrative team struggles so much with call handling. I've experienced numerous instances where I've been informed I'm first in the queue yet have had to terminate the call myself after extended waiting periods. On one occasion, the line was disconnected while I was holding. I'm currently composing this feedback whilst waiting on hold for approximately the fifth instance within the past few weeks, listening to repetitive background music. The only reason this isn't a one-star rating is due to the quality of the medical professionals, but the practice urgently needs to improve its operational systems and call management procedures.

Felt genuinely listened to and taken seriously

One of the clinicians at this practice is an outstanding doctor. I trust them entirely with my health. Unlike many other GPs who can be dismissive about patients' issues, this clinician takes patients' concerns seriously and takes their time to investigate the root cause of each issue before finding the correct solution. I would recommend this medical centre to anyone.

Hard to book but staff really care

It can be challenging to secure an appointment, however the clinical staff member provided excellent care and the reception team were genuinely helpful and supportive.

Hard to book but staff were friendly

Obtaining an appointment can be challenging, though the reception staff and visiting practitioners have been pleasant and friendly.

Phone lines overwhelmed, staff seem stretched thin

Several years ago, this practice was excellent to attend when the previous team was in place, and the staff were genuinely helpful and supportive. However, the experience has deteriorated significantly. Simply attempting to contact the surgery has become problematic—I was first in the queue and waited 29 minutes before anyone picked up the phone. The decline has been remarkably swift. It is difficult to understand how the practice continues to function given what appears to be a lack of respect and professionalism among the team. The current clinicians are adequate, though overall management and service delivery could be substantially improved. Whilst I recognise that staff are stretched and under considerable pressure, the standard of professionalism has become concerning. I would be hesitant to recommend this practice to others, particularly if you value prompt telephone access and feel that patients deserve to be treated with proper care and attention rather than as though they are simply moving through a system.

Reception staff made me feel welcome

I would strongly recommend this practice. The front desk team are wonderful and I cannot speak highly enough of the newer clinicians. They have consistently demonstrated thoroughness during every appointment and respond promptly and efficiently whenever additional steps are required. I feel fortunate to be registered here, particularly given the current pressures facing the NHS.

Professional staff who listen and help

Have been with this surgery for many years, and the team has consistently demonstrated professionalism and courtesy. The receptionist at the front desk is outstanding and regularly goes above and beyond what is expected of the role.

Quick response to my information request

Sent a request for information and received a prompt callback within a short timeframe. The response was very swift!

Helpful staff who really listen to you

The medical team here is wonderful and incredibly supportive, demonstrating genuine compassion, warmth and consideration. I feel fortunate to have this practice as my healthcare provider.

Helpful and polite reception staff

The entire team demonstrated helpfulness and politeness throughout my visit. Well done 👍

Staff were friendly and genuinely professional

The practice provides very effective care. I found the team to be friendly and professional throughout my visits. I have consistently received courteous treatment each time I have attended. The newer clinicians have been particularly excellent, demonstrating thoroughness and professionalism in their approach. I would also like to express my appreciation to the practice management for their helpful support whenever I required assistance. I would strongly recommend this surgery to anyone considering joining a GP practice.

Reception staff were genuinely kind and helpful

I must say I've found this practice to be exceptionally helpful, courteous and flexible. I've dealt with several challenges recently and the entire team have been wonderful, with reception staff showing genuine kindness and professionalism throughout. The practice has consistently demonstrated a willingness to assist whenever needed. I'm thankful to have discovered such a supportive healthcare service during a challenging period, so my appreciation goes to all the staff involved 🥰

Receptionist won't answer phones or listen to patients

I would rate this practice far below satisfactory if possible. I feel my concerns are not being taken seriously. The telephone system presents significant difficulties—I was instructed to ring at 8:00am for an urgent appointment, yet despite being first in the queue, I waited nearly 15 minutes without connection. Additionally, appointments are not available beyond 8:30am. On some occasions, calls have been disconnected after prolonged waiting periods. I am currently managing a significant mobility issue and require medication, yet I sense the practice is unwilling to provide adequate support. My condition has deteriorated as I am not receiving the care I need. Although I secured an appointment at 11:40, I requested a small adjustment to 11:45 due to my limited mobility and inability to perform routine activities. I asked for merely 5 minutes flexibility, particularly given that the practice typically allows a 10-minute window. This request was declined and I was not permitted to attend.

Phone support helped with urgent call

Over the past several months, I have been pleased with the approach of a newer member of staff at this medical practice. She handles tasks promptly and demonstrates strong knowledge of her role. In recent weeks, I made an urgent call to the practice and the staff member who took my call made a genuine effort to assist me.

Difficult to book appointments on Mondays

Since a previous clinician departed, we have been seeing a very nice replacement doctor who is a very good GP. However, since September 2023, it has become difficult to obtain appointments. We were advised on a Friday to call on Monday to book an appointment, but when calling on Monday we were told that no appointments were available as they were all fully booked.

Struggling to book appointments here

There isn't much to add, as accessing appointments has become increasingly difficult. The front desk staff seem to lack the necessary competence for their roles, and the overall quality of this practice appears to have declined over the past few years.

Nurse took time to explain everything clearly

Attended the surgery today for an appointment with a nursing staff member I hadn't seen previously. She was a delightful person who took the time to explain everything clearly and thoroughly, which helped me feel very comfortable and reassured throughout the visit. I'm now keen to continue seeing this particular nurse for future appointments. Thank you.

Receptionist went the extra mile for me

One member of the reception team is excellent and very supportive. The medical staff are all competent and provide good care.