Claremont Medical Centre

Hard to get through for appointments here

No matter how frequently I contact the practice, appointments are consistently unavailable and very difficult to obtain. I called today seeking an appointment for respiratory concerns and the person who answered indicated that the requested day had no availability. They did not appear to check the schedule or explore alternative options.

Long phone queues and unavailable emergency appointments

I would advise against registering with this practice. Securing an appointment is extremely difficult and the reception staff are not accommodating. I contacted the surgery this morning requesting an urgent appointment. During a call the previous Friday evening, I was advised to ring at 8am on Monday morning as urgent slots would be available. When I explained my circumstances, I was told that waiting three weeks was not an option given the urgency of my situation and that I should call back on Monday. When I phoned at 8am Monday, I was tenth in the queue. After waiting on the line for 33 minutes, a male receptionist informed me that all urgent appointments were fully booked and offered me an out-of-hours appointment between 6pm and 10pm at an alternative location. I called back and spoke to the same staff member from Friday, who had previously assured me I would receive an appointment that morning. When I explained what had transpired, she responded by saying I already had an appointment and questioned what the issue was. The problem is that an appointment between 6pm and 10pm does not constitute an emergency service when you have been waiting all day for a clinical call. When I requested the manager's name to lodge a formal complaint, this staff member was dismissive and reluctant to provide the information. I was then told that if I was dissatisfied with the outcome that evening, I should ring back at 8am the following day to request another urgent appointment. This is completely unacceptable. This is not my first negative experience with this practice. Later that afternoon, the same staff member called offering an urgent appointment for the following day and stated that a clinician would contact me in the morning. I called the surgery at 5pm as I had not received any call. I was told a clinician had rung at 12:18pm. I received no such call—my phone was on loud the entire time. It is inexplicable to claim a patient has been contacted when they have been waiting all day for that call. This practice is not only disorganised but also unreliable.

Reception team made me feel welcome

Outstanding medical professionals. Highly skilled in managing long-term health issues. Welcoming and helpful front desk staff.

Phone lines constantly busy and understaffed

Terrible experience at this practice. The phone lines are consistently unanswered, the reception staff appear unable to manage basic tasks effectively, and securing an appointment is nearly impossible. I would strongly advise against registering as a patient here. If a lower rating than one star were available, I would have selected it.

Receptionist refused to help new patient with infection

I would rate this experience far lower if possible. Having recently relocated to the area and experiencing what appeared to be infection symptoms, I requested an appointment as a new patient. The receptionist responded dismissively, stating that no appointments were available and suggested attending accident and emergency instead before ending the call abruptly. This experience left me frustrated, as I felt the response lacked compassion and consideration. I believe that healthcare settings require staff who are genuinely committed to patient care rather than viewing their role purely as employment. I am relieved that I have not formally registered with this practice and would encourage reflection on how patient interactions are handled.

Receptionists let down a long-standing patient

As a long-standing patient of this practice, I have to say I'm quite disappointed. When the previous clinician was here, things were better. The current clinicians are excellent, but what really undermines this surgery is the reception team. They seem to lack interpersonal skills and organisational ability. If I were to rate the reception staff separately, I honestly wouldn't give them any stars at all.

Receptionists create unnecessary obstacles to seeing doctors

An extremely disappointing experience Securing an appointment is exceptionally difficult. The reception staff seemed unhelpful and appeared unfamiliar with basic procedures. Even when managing to reach a clinician, it becomes apparent that the receptionist has sent you on an unnecessary journey for something that could have been resolved quickly. The practice appears poorly run overall. Only a small number of clinicians seem competent, and accessing them is challenging. I have been actively searching for an alternative local practice but unfortunately they are not accepting new patients. Would not recommend

Registration process was confusing and frustrating

The practice appears to be poorly organised. I attempted to register on multiple occasions and encountered persistent difficulties each time. During one of these attempts, there seemed to be a significant administrative error involving address details, resulting in confusion about which location the registration was processed for. Due to these repeated problems, I decided to stop trying and have not returned since.

Hard to book but worth the wait

Absolutely outstanding. The clinician I saw demonstrated exceptional competence alongside genuine charm and a good sense of humour, and was an attentive listener. Unfortunately, due to their popularity, advance booking is necessary to secure an appointment, though all the other doctors at the practice are equally capable.

Removed from patient list without notification

I had been with this practice for nearly two decades. However, I recently discovered that I am no longer registered as a patient here. Following a significant cardiac event approximately a month ago, I attempted to contact the practice to arrange repeat prescriptions. To my surprise, the practice was unable to locate any record of my registration, as though I had never been a patient there. In some respects, this came as a relief given the difficulties I had experienced in accessing appointments previously. The clinician I typically saw was rarely available, and making appointments was consistently challenging. Additionally, I had concerns about another staff member at the practice whose qualifications I questioned. I found that basic medications were frequently prescribed for a wide range of issues. I had not visited the practice for approximately six or seven years prior to this incident, and my final experiences there had been quite unsatisfactory.

Easy to book appointments and felt properly listened to

Was seen by a clinician regarding issues with balance and hearing concerns. The clinician demonstrated a thorough approach to consultations, listened attentively to concerns, and made appropriate referrals where necessary. The quality of care provided was exceptional, and it is hoped the practice retains such skilled professionals. It is uncommon to encounter someone delivering such a high standard of service. Accessing appointments through the patient portal system is straightforward, with availability typically within a few days rather than several weeks. For urgent matters, same-day appointments are often obtainable, which represents a notable improvement from previous experiences. The overall experience has been considerably better, and the practice comes highly recommended.

Receptionists were rude and dismissive at appointments

I have been a patient at this practice since childhood, and I have noticed a significant decline in the quality of care over the past decade. I found my experiences with one particular clinician to be frustrating, as I felt the clinical decisions and approach to patient care were not meeting my expectations. Another clinician at the practice was adequate, though their availability has become limited. The reception staff have been a source of disappointment. I have found their manner to be dismissive and unhelpful at times, and there have been occasions where I felt my attendance at appointments was questioned despite having attended as scheduled. Their interactions often felt unnecessarily curt. Switching to a different medical centre has been one of my best decisions. I am now receiving what I perceive to be more appropriate care and specialist referrals. At my previous practice, I encountered difficulties obtaining necessary correspondence from clinicians, and when letters were provided, I felt they did not address the relevant clinical matters I needed documented. I was also dissatisfied with charges for administrative letters that did not contain information pertinent to my needs. Overall, my experience at this practice deteriorated significantly, and there are many aspects of my care that I felt fell short of acceptable standards.

Impossible to reach by phone here

This practice has been disappointing, as I feel I've invested considerable time over the past year without seeing meaningful progress. Getting through by telephone has proven extremely difficult.

Phone lines constantly busy and hard to reach

The clinical staff member provides good care, however another team member could benefit from improved interpersonal skills and responsiveness. The reception team's phone answering service has been difficult to reach on multiple occasions, with calls going unanswered frequently.

Struggled to get through on the phone

I'm afraid my time with this practice has been quite disappointing overall.

Long-term patient with consistent care

I have been a patient at this practice for approximately eighteen years and have had no issues during that time.

Phone line kept switching to fax machine

Why does the phone line seem to switch to fax mode when I try to call for an appointment? This happened twice today. Is this perhaps an intentional barrier to prevent booking appointments? I have been attempting to secure an appointment on and off over the past six weeks without success. I am frustrated from making so many unsuccessful call attempts. I apologize for posting this, but obtaining an appointment feels unnecessarily difficult and exhausting.

Long waits and no proper examination offered

I would not recommend this service. The appointment waiting times are quite lengthy, and during my visit the consultation felt rushed without a thorough examination or meaningful guidance being provided. I remain genuinely disappointed with the experience.

Reception staff didn't seem to care much

The overall service experience here was deeply disappointing. There appears to be a lack of clarity in how things are managed, and the general approach felt unconcerned. However, one particular clinician provided excellent care and was genuinely helpful.

Impossible to book appointments through phone queue

Getting an appointment at this practice is extremely difficult. The stated booking window is early morning, but calls often go unanswered during this time. On the rare occasions when someone does answer, there seems to be resistance to scheduling a consultation. I have become frustrated with my experience here. The overall management of this practice appears to be poorly organised.