Clarkson Surgery

Frustrated by long waiting times

I am dissatisfied with the waiting experience.

Long waits and dismissive staff made it worse

This has been a disappointing experience at the surgery. The staff interactions have been unpleasant, and it feels difficult to secure an appointment unless the situation is urgent. When appointments are eventually obtained, there tend to be significant delays, with waits extending well beyond the scheduled time, which has led to frustration and leaving without being seen. I would rate this experience very poorly.

Reception staff ignored me while waiting

I found this practice to be extremely disappointing. The reception team appeared dismissive and unhelpful when I was waiting to be seen. Getting through to arrange an appointment proved very difficult, and on the occasions I did manage to connect, I was either disconnected or informed that there were no available slots. The practice does not permit walk-in bookings, which I found frustrating. I would rate my overall experience very poorly. The service appears to have declined significantly over time and falls well short of what I would expect from an NHS facility. The only positive aspect of my visit was the pharmacy staff, who were excellent and deserve high praise, but the remainder of the practice requires substantial improvement.

Felt listened to during my appointment

Had an appointment today with a young member of the clinical team who was professional and reassuring. They took time to listen to my concerns.

Struggled to book and felt unheard

It has been challenging to secure an appointment at this practice. I have felt that my concerns were not given adequate attention, which has led me to seek private healthcare in order to progress with my care.

Reception staff were dismissive and rude

The service fell well short of expectations. A member of the reception staff displayed an unhelpful attitude that came across as dismissive and condescending. This interaction left a negative impression of the practice overall.

Long waits and dismissive care here

Extremely disappointing. You could practically be at death's door before receiving any meaningful care. Referring patients to other services, taking no action, and then sending them back again?! Frustrating, the clinical staff seem unwilling to engage with patients yet continue to receive their salaries.

Reception staff dismissed my urgent concerns

I had a disappointing experience during my recent visit. Although I haven't had problems before, I felt I was treated poorly on this occasion. I had been attempting to reach the practice since earlier in the week without success, and when I attended in person due to my distress, I felt dismissed rather than supported. The receptionist's response left me feeling unheard and frustrated. I believe there is significant room for improvement in how patients are greeted and assisted at the front desk, particularly when they are clearly struggling.

Phone queue system left me frustrated

The telephone system presents significant challenges. I was informed of my position in a lengthy queue, waited considerably, only to find my call disconnected when told the line capacity had been reached. Securing an appointment proves extremely difficult, yet essential medications are discontinued if one cannot obtain a consultation. I am considering switching to a different practice.

Phone lines impossible to get through on

Following your response to a previous patient suggesting they reach out to the surgery if they wanted to discuss the matter further, I found myself questioning how anyone is supposed to make contact when calls to the practice go unanswered?

Reception staff gave dangerously incorrect medical advice

This surgery has presented numerous difficulties. I will outline the most significant concerns. My medical records from a private scan went missing on two separate occasions, which resulted in delays to my care pathway. Additionally, I was placed on a waiting list for physiotherapy several months ago and have received no further communication regarding my appointment. When I contacted the practice during a period of serious illness, I was advised to maintain my current approach and attend hospital if my condition deteriorated. However, I was also told that hospital admission might not be possible given my circumstances. I felt uncomfortable with a receptionist making assessments about whether I required medical intervention. Subsequently, I received different guidance from NHS 111, who advised immediate hospital attendance and confirmed that admission would not be refused based on my status. I regret following the initial advice, as this delayed me accessing the treatment I required. I also required documentation from my hospital test for travel purposes. I was provided with a document and assured it would serve as the necessary evidence. Unfortunately, this proved incorrect, as it was not an official NHS document. There have been multiple other instances that reflect concerns about the standard of service provided.

Phone queues make appointments impossible

The telephone system has been problematic, with extended waiting times on hold that have frequently resulted in disconnections. The reception team's manner has come across as unwelcoming, and the clinical consultations feel hurried rather than thorough or considerate.

Reception staff dismissive over delayed paperwork response

I would give zero stars if Google permitted it. Update from 06/05/22 The service has been disappointing. The front desk staff do not seem approachable, and I felt they treated me as though they were superior. I required documentation completed for insurance purposes, which was given to me over a month ago. I spoke with a clinical team member who indicated they would raise this matter and create a task to address it. After another extended period with no progress, I contacted the reception desk and was told the matter was in a queue of outstanding tasks. I expressed my concern about how my family's financial security would be affected if something happened to me, but this did not seem to resonate with them. The overall lack of responsiveness is unacceptable. The practice appears to require significant improvement, and I have serious concerns about the standard of care being provided. I am uncertain how vulnerable patients manage to receive adequate support. The service falls well short of what should be expected. No alternative would be preferable to continuing with this practice. Previous updates below, not dated. Update on previous review, nine months later. My previous concerns remain valid. There has been no improvement in how the front desk team operates. They adopt an informal approach by using first names, yet remain officious and unprofessional, particularly given the lack of any genuine relationship. I continue to feel frustrated by their manner. They demonstrate a lack of compassion and understanding. It appears they may not be suited to this role. Their approach does not support patients' wellbeing. If it were my decision, significant staffing changes would be made. However, this is not within my control. Given the volume of negative feedback about reception staff, I am puzzled by the lack of action. Previous feedback from approximately nine months ago I have found this practice to be deeply unsatisfactory, primarily due to the front desk and administrative staff. They have been consistently rude and dismissive. I have witnessed them speaking negatively about patients in a manner that is audible to others, and I have heard them discuss me whilst attending to queries. This behaviour is wholly inappropriate. I now ensure others are present during my interactions, and they have remarked on how unprofessional the conduct is. I struggle to understand why kindness is not demonstrated. Many patients are managing mental health challenges and significant stress. The staff do not appear to recognise this, though everyone's circumstances are meaningful to them personally. The role of reception staff is to provide service, not to make judgements, yet this seems to be what occurs. There are positive aspects, including caring clinical staff and newer doctors. However, the practice would benefit considerably from changes to the reception and administrative team. Without this, training in interpersonal skills would be beneficial.

Struggling to book appointments at this practice

It is difficult to secure an appointment at this practice.

Reception staff were dismissive and unhelpful

Worst GP practice in the area. Impossible to communicate with and the reception staff were quite rude. Getting an appointment proved to be extremely difficult. I will not be returning.

Struggled to book appointments for children

The experience at this surgery was disappointing, particularly regarding the difficulty in obtaining appointments for children.

Dismissed headache concerns without proper investigation

My fiancée attended the practice recently with complaints of headaches. She was assessed by a healthcare practitioner who was unable to determine the cause and advised her to return for a follow-up appointment a week later. She was subsequently admitted to the hospital's emergency department, where she received a diagnosis suggesting a serious condition and was informed that earlier intervention would have been beneficial. I feel the initial assessment and advice fell short of what was needed.

Receptionist didn't answer phone calls

The reception team at this practice would benefit from additional training on telephone communication. The call handling service fell short of expectations, with calls frequently going unanswered and a lack of responsiveness to patient inquiries.

Appointment times changed without proper notice

Disappointing experience overall. The service lacked the professionalism and practical approach I would have expected. When requesting an extended appointment, there was confusion around the scheduled time, with a message subsequently sent suggesting a different slot. There seemed to be uncertainty about the approach being taken. I would rate this experience very poorly if possible.

Long phone wait, told to call back tomorrow

Had to call the surgery and experienced a lengthy wait of around 30 minutes, only to be advised to contact them again the following day.