Clarkson Surgery

Friendly staff made booking appointments easy

I have always had a positive experience at this practice. The staff who handle appointments are lovely, and I am very satisfied with my doctor. They are wonderful and show genuine care.

Receptionists shouldn't be gatekeeping medical access

When I contact my practice, I expect to speak with a clinician and ideally secure an appointment. I do not call to discuss medical matters with reception staff in a public setting, particularly those without relevant healthcare background. Very disappointing.

Reception dismissed urgent prescription request dismissively

When I requested a repeat medication for a family member who was running low on hospital-prescribed heart tablets before a bank holiday weekend, I was informed by reception staff that the pharmacy was unavailable that day. I expressed concern about the potential health risks of missing doses, but was simply advised to contact 111. I found this response inadequate given the circumstances.

Reception staff dismissive during urgent health concern

My mother sought assistance from the practice over an extended period regarding abdominal discomfort. Unfortunately, her condition progressed to the point where hospital intervention became necessary, at which point a serious diagnosis was made. She felt that her concerns were not adequately addressed during her time at the practice, and she found interactions with reception staff to be dismissive and unhelpful. She believes that earlier intervention may have altered the course of events. Overall, she was disappointed with the level of care and support she received.

Clean surgery with considerate and helpful staff

The practice maintains a clean and welcoming environment with considerate and helpful staff members. Convenient parking facilities are available adjacent to the premises.

Staff listened and showed genuine respect

To be honest, both my partner and I have consistently felt heard and valued. There has always been someone available who understands how to help. I genuinely believe that you tend to receive what you put in, and that principle applies to most aspects of life.

Online system doesn't work properly

Disappointing experience. Previously, I could ring and receive a callback within a couple of hours along with a text containing the documentation I needed. Currently, I'm directed to submit requests through the online system and face a six-day wait without any response. Additionally, the online platform itself is problematic, requiring numerous attempts to access it properly. The standard response when unable to assist appears to be that relevant staff are unavailable. This situation feels frustrating.

Appointment booked without checking previous visit

I attended an appointment at the practice. The experience was disappointing and frustrating. I was told that the appointment seemed unnecessary as I had already been seen earlier in the week. This left me feeling that my time had not been well managed.

Reception staff dismissive when child needed urgent help

Our young child was experiencing breathing difficulties and we were directed to this practice by a local pharmacy. Upon arrival, we were informed that walk-in appointments were not available. While we understood the policy, we felt the manner in which we were told lacked compassion and came across as quite dismissive, which was disappointing given the circumstances.

Staff were helpful and responsive throughout

I have received excellent care over the past week and a half from various members of the team.

Impossible to reach by phone or book

It is consistently difficult to reach the practice, obtain an available appointment slot, or connect with someone for assistance.

Practice only offers same-day appointments and referrals

This practice has fallen short of expectations. It appears they have limited capacity to address patient concerns directly. When I attempted to arrange an appointment regarding an ear issue, I was referred to another service. Similar referrals occurred when I contacted them about menstrual concerns and contraception needs, along with various other health matters. Additionally, the appointment system has changed to same-day only bookings on a first-come, first-served basis, which differs from the previous approach of scheduling appointments in advance. This makes it challenging to access care, particularly for conditions they are able to manage in-house, which seems to be relatively few. The experience has been frustrating, and even a one-star rating feels generous given the difficulties encountered.

Long phone queues made booking an appointment impossible

This practice does not merit a positive rating. The telephone service was deeply unsatisfactory—I waited considerably longer than acceptable to reach someone for booking an appointment for my elderly relative who required urgent care. The queue system kept me on hold for an extended period with no apparent progress. It appeared that reception staff were unavailable during this time with insufficient backup arrangements in place. When I finally connected, the receptionist declined to arrange an in-person appointment, instead insisting on a telephone consultation despite my relative's significant communication difficulties. This approach created a barrier to accessing appropriate care for someone with particular needs. Having experienced healthcare services across multiple locations throughout the UK, this surgery's service fell notably short of expectations.

Reception staff didn't seem to care much

The reception team appeared dismissive and unhelpful. It is not possible to attend the surgery in person to arrange an appointment.

Long waits on hold and difficult appointment access

The practice has experienced a noticeable decline in service quality. Waiting times on the telephone are lengthy, and obtaining an appointment requires considerable persistence. I was unable to secure a face-to-face consultation for chest discomfort, which meant contacting NHS 111 instead, resulting in them arranging an appointment for me. While I don't believe the situation warrants attendance at accident and emergency, I'm concerned I may need to spend considerable time navigating NHS 111 or attending hospital due to being unable to access timely care at the practice. On a previous occasion, I was directed to attend a different practice. I was also advised that a specialist department would contact me within two weeks, though this communication was expected before the Christmas period and has not yet materialised.

Staff weren't helpful on the phone

Unhelpful telephone manner from staff members

Quick appointments for ongoing health issues

I have found that my health concerns have been addressed promptly by this excellent local medical practice. Considering the significant demands placed on the NHS, the standard of care I have received for my ongoing health needs has been excellent.

Phone queue kept dropping the call

Joined the queue at position 34 and was disconnected before being seen. Called back and was given position 38. Found this frustrating. Got through to position 14 on the next attempt but was cut off again. Considering making a formal complaint if this continues to happen.

Reception staff were dismissive and rude throughout

I would rate this practice much lower if possible. I have found my experience quite disappointing. One receptionist in particular comes across as unfriendly and appears to have an attitude of superiority towards patients. When calling the surgery, I frequently experience long wait times and have had calls disconnected. On the occasions I do manage to speak to someone, I am often redirected to minor injuries services rather than being seen at the practice. I was particularly frustrated when the practice declined to see my young child who had been unwell with a fever for an extended period. Overall, I feel the service provided has been unsatisfactory.

Reception gatekeeping frustrates but staff are patient

The clinical staff demonstrate genuine compassion and attentiveness in their care. I have experienced better service here compared to some other healthcare providers in the area. However, the administrative processes—including front desk interactions, phone systems, and digital triage procedures—are challenging and cause me considerable frustration. I recognise that systemic issues within the NHS nationally may be contributing factors rather than problems specific to this practice. While this surgery is not without its limitations, and neither am I, the team here has shown greater patience and understanding than I have encountered at other facilities. I am grateful for their support.