Clarkson Surgery

Convenient location with understanding staff throughout challenges

Excellent practice with welcoming staff who are always keen to assist. The convenience of a pharmacy located directly across from the practice is certainly an added benefit. The team has managed the challenges and pressures of recent global health circumstances admirably and continues to work towards restoring normal operations by reopening the pharmacy to walk-in patients whilst maintaining appropriate health protocols and requesting that all visitors observe safety measures, which the staff also follow. Some patients express frustration and criticism of the staff and practice, but given the unprecedented circumstances we have all faced, a single negative encounter should not overshadow the considerable efforts being made to support patient health and wellbeing. Those who complain about the appointment booking system may find it inconvenient and understandably irritating, but the decision to implement same-day triage appointments—whether conducted in person or remotely—was made at management level rather than by reception staff. While this approach can certainly feel frustrating, it is unfair to direct frustration towards those at the front desk who are simply following directives from senior leadership. Reception staff are not responsible for these decisions, yet they often bear the brunt of patient dissatisfaction. They deserve to be treated with courtesy and respect, as they come to work with the intention of helping patients, not to be subjected to rudeness. Everyone should acknowledge the professionalism and dedication they demonstrate. We remain very satisfied as patients at this practice.

Couldn't get basic service standards met

Disappointing across all aspects and unable to deliver even fundamental standards of service quality. If a lower rating were available, I would select it.

Receptionists didn't follow through on messages

The reception staff can sometimes come across as unwelcoming, and simple requests seem to be treated as burdensome. There have been instances where they have agreed to pass on information but failed to follow through. It would be beneficial for the team to receive training in customer service and interpersonal skills.

Phone lines need improvement here

I would be more likely to consider using your service if telephone calls were answered more promptly.

Prescription delays require repeated phone calls

The service has been disappointing, with recurring difficulties in receiving my medication within a reasonable timeframe. Action only seems to occur after I contact the practice, and these calls involve lengthy waiting periods due to unavailability. I feel I should not need to follow up repeatedly about my prescriptions. The approval process appears to take considerably longer than necessary.

Misdiagnosed and notes weren't accurate

I attended this GP surgery for 18 months before receiving an incorrect diagnosis. Information was recorded in my medical notes that I felt was inaccurate. Based on my experience, I would recommend considering alternative healthcare providers.

Receptionist accessed my confidential medical notes

This practice is concerning regarding how administrative staff appear to have accessed my medical records when discussions with my clinician should remain confidential.

Phone lines constantly busy and appointments unavailable

This practice feels poorly organised. When calling at the requested time, the phone lines are unavailable. Getting through often takes considerable effort, sometimes over half an hour of attempting to reach someone. Once connected, you're frequently informed that no appointments remain open. I was recently offered a pre-booked telephone consultation scheduled for a date that falls after my usual clinician's next available session. The alternative offered was to call back the following day, meaning I would need to repeat this frustrating process all over again.

Phone queue wait was far too long

The telephone system is frustrating to use. I experienced a lengthy wait time while in the queue, which was disappointing.

Impossible to reach anyone by phone

The telephone service is unsatisfactory, and obtaining an appointment or speaking with a clinician proves to be very difficult.

Long phone queues made me give up

The staff members are courteous and professional, however I experienced considerable frustration with the telephone system. After waiting an extended period in the queue, I disconnected the call and attempted to reach the practice again. Unfortunately, I found myself in a similar position once more, waiting for an extended time without any apparent progress in the queue. This experience with the phone lines was disappointing and I was concerned about whether calls were being answered at all.

Patient staff helped me through the phone queue

The team demonstrated professionalism and patience throughout my visit. As someone with a noticeable accent, I appreciated how considerate and understanding the reception staff were when communicating with me. Thank you for the kind service.

Impossible to book an appointment by phone

Frustrating experience attempting to schedule a GP appointment over the past couple of weeks. Each time I've tried, I've been met with a message indicating the booking system has reached capacity. On one occasion when I did manage to get through by phone, I was simply told that appointments couldn't be booked that particular day.

Phone queue cut off after long wait

I was on hold for 14 minutes before the call was disconnected. This was quite frustrating, particularly given that there appeared to be adequate staffing at the reception desk.

Long phone queues made getting help impossible

Extremely dissatisfied, would not recommend. I waited nine hours for a telephone appointment, which I unfortunately missed due to being unavailable at the time. I was advised to contact the practice the following day to rebook. I am currently due for a vaccination and have received the corresponding letter, however the practice has not made contact with me. After waiting over a week, I decided to call them myself, but found the process unhelpful. The automated telephone system presented six options, though the vaccination service was not clearly listed among them. I am concerned about the experience for patients who may require more urgent assistance, as I feel the current system may not adequately serve their needs.

Week-long wait for a phone consultation

I recently attempted to schedule a telephone consultation with a clinician and was informed that there is currently a week-long wait before contact can be made. When the practice management changed, we were given assurances that there would be enhancements to the surgery amenities through access to additional facilities. These improvements have not materialised. I would encourage others to carefully consider this management arrangement before proceeding.

Appointment scheduled before staff arrived for work

Why was I given an appointment at 10.40am for a clinical procedure when the relevant staff member did not arrive until just before 11am? There were several other patients also waiting with appointments scheduled before 11am. To add to my frustration, the staff member questioned why I was attending for this procedure, despite having relevant medical history on file. It would be helpful if staff reviewed patient records before appointments and arrived at their scheduled start times.

Front desk staff more interested in chatting

The reception team at this practice creates an unfortunate impression of being more preoccupied with their own conversations than attending to patient needs. The atmosphere at the front desk can feel unwelcoming and dismissive. I would recommend considering alternative healthcare providers to avoid the frustration this experience caused. That said, there was one member of the clinical staff whose professionalism and dedication genuinely stood out and reflected real credit to their role.