Clee Medical Centre

Reception staff made me feel genuinely respected

Switched from my previous practice after a lengthy period of dissatisfaction, and this surgery has been a wonderful change. The reception team are kind and the clinical staff demonstrate genuine listening skills and treat patients with complete dignity and respect. I'm also able to access appointments when needed, which is particularly valuable given the current pressures within the NHS.

Long-term patient appreciates consistent care

Outstanding medical practice. Have been receiving care there for nearly four decades. Consistently high-quality service.

Reception handled difficult news with unnecessary bluntness

The way staff communicate with patients and their families matters greatly, as does maintaining a respectful and considerate approach. I contacted the practice this afternoon to inform them of a bereavement in my family, hoping to prevent any unnecessary future appointments or prescriptions from being processed. I provided the receptionist with my family member's name and date of birth, only to receive a one-word response of 'nope'. I paused, expecting further explanation, but none came. When I asked for clarification about what this meant, we entered into a somewhat circular conversation where I was told the person was not registered at the practice, despite my belief that they were. The receptionist then asked if the person had passed away, stating that if so, they had already been removed from the system. I want to acknowledge that this interaction fell short of what I would expect. During an already emotionally challenging time, the manner in which this conversation was conducted lacked sensitivity and compassion. The bluntness of the exchange made a difficult situation feel worse than it needed to be, and this outcome was entirely avoidable. I would encourage the practice to reflect on how these sensitive conversations are handled and to consider the human impact of such interactions.

Reception blocked an important appointment request

Following four months of ongoing communication and what felt like my most significant symptom being overlooked, combined with reception difficulties in securing an appointment I felt was necessary, I ended up requiring hospital admission. Throughout this period, I saw multiple staff members across several visits and telephone conversations. I felt the initial assessment did not align with what was ultimately discovered, and I was not offered certain investigations that might have identified the underlying issue earlier. Additionally, I did not receive feedback on some of the tests that were carried out. What transpired was an emergency ambulance transfer to A&E where I was found to have a serious condition affecting my lungs, including oxygen deprivation to part of the lung tissue and resulting strain on my heart. I had suspected a respiratory issue from the outset, and this was also immediately apparent to the paramedic upon assessment. I am deeply disappointed with the care I received at the practice and am grateful for the hospital team's intervention. I have raised a formal complaint with the relevant regulatory body and intend to submit a detailed complaint to the surgery once I am discharged. I will also be seeking care elsewhere going forward.

Easy to book appointments when needed

Have never experienced any difficulty obtaining appointments. The team members are welcoming and the clinicians are competent. The practice operates to the standard expected of an NHS service.

Friendly reception made the visit pleasant

The team were welcoming and provided satisfactory care.

Long waits and poor callback response times

Extended waiting periods and delays in returning telephone consultations appear to be ongoing issues. Additionally, there seems to be insufficient consideration given to patients requiring additional support due to their healthcare needs.

Easy to book appointments and helpful staff

Excellent medical practice. I have experienced no difficulties obtaining appointments, and the team has consistently demonstrated helpfulness and courtesy. Medication requests are processed promptly, and timely reminders are provided for routine reviews and preventative care.

Thorough appointment with attentive listening

The clinician at this practice has been excellent, demonstrating thoroughness and professionalism throughout my visits. I would highly recommend this practice and would be happy to see this clinician again.

Felt genuinely listened to and understood

One of the finest healthcare professionals I have encountered.

Reception staff were dismissive and unhelpful

I found the receptionist's manner to be quite unwelcoming and unhelpful during my visit.

Reception staff need better training and manners

The staff demonstrated strong knowledge about patient care. However, the reception team's approach came across as dismissive and lacking in courtesy. Their manner on the phone felt blunt and condescending, and they appeared to make assumptions about what patients needed rather than listening to concerns. The professionalism and respect expected in a healthcare setting seemed to be missing, with interactions feeling more transactional than genuinely supportive of patient wellbeing.

Finally felt listened to about health concerns

I am very pleased with the healthcare professional we have consulted on two occasions. They have been a thoughtful and well-informed practitioner, and this marks the first time that someone at the practice has taken the time to properly support my husband's health concerns and genuinely listen to how unwell he has been feeling. We had a recent discussion, and they are ensuring that the necessary investigations will be arranged. Their approach has been compassionate and empathetic, and I sincerely hope they will continue working at this practice, as they would be our preferred choice going forward. Thank you for the excellent standard of care provided.

Fast admin and professional care

Appears to be a competent medical practice. The clinician demonstrated professionalism and worked efficiently. The administrative team also operates at a notably quick pace relative to other similar facilities.

Reception staff were dismissive and unhelpful

The service was quite disappointing. The staff were not particularly helpful, and I felt they showed little genuine concern for my needs.

Staff were helpful and attentive

The team here proved to be quite supportive and accommodating.

Supportive care for complex health needs

I would like to express my appreciation for the ongoing support provided regarding my family member who has been managing a complex long-term condition and recently underwent a surgical procedure. Thank you Best in the House

Reception staff couldn't fix doctor's delays

Following a bereavement in my family, I contacted the surgery and found the initial information provided about document procedures to be inaccurate. Several days later, when I still had not received the expected communication, a second member of reception staff expressed apologies regarding delays and indicated that necessary paperwork had not yet been completed before the end of the working day. I felt disappointed by the overall handling of my situation and the responsiveness to my needs during this difficult time. The one positive aspect of my experience was the genuine concern shown by the second receptionist who handled my follow-up contact.

Appointment times were kept as promised

The appointment was conducted promptly without excessive delays.

Friendly nurse made blood test straightforward

The healthcare professional who assisted me was genuinely pleasant and approachable during my appointment for blood work and vaccination.