Clifton House Medical Centre

Impossible to reach by phone for appointments

THIS PRACTICE IS EXTREMELY DISAPPOINTING!!!!!!!!!! We were instructed to call at 8am for an appointment, but experienced significant difficulty getting through, requiring numerous attempts over an extended period before successfully connecting. I am very frustrated with this experience. The service standards need substantial improvement. I am being completely serious about the difficulty experienced in reaching the practice.

Long wait times and poor phone access

Absolutely frustrating experience - I was in discomfort for hours waiting until 8 o'clock, and even then the phones weren't answered until well after 8:20. It's disappointing for a medical facility to operate this way.

Unprofessional staff made appointment difficult

I don't hold the NHS itself responsible, but I have concerns about the calibre of individuals who appear to be employed there. The staff seem to lack the level of professionalism I would expect from healthcare workers.

Receptionist turned away urgent appointment request

I rang at 9am requesting an urgent appointment due to a swollen and painful area on my arm with concerning symptoms. I explained my worry that it could be infected and required prompt assessment. The receptionist collected my information and initially appeared to be arranging an appointment. However, she then informed me that I should attend the walk-in centre instead, as only telephone consultations could be booked. The walk-in centre took over 3 hours before I was seen. I was disappointed that the practice did not offer an in-person appointment given that face-to-face consultations have resumed. The clinical staff at the practice are excellent and consistently provide outstanding care. Unfortunately, the reception team presents significant challenges. On previous occasions when calling, I have struggled to secure appointments, with staff typically quoting lengthy waiting periods or requesting that I ring back the following morning at 9am. The overall experience with appointment access has been frustrating.

Appointment promises not kept here

I had a very negative experience with this practice. I was directed to attend an alternative facility when I felt my appointment should have been handled differently. I found it frustrating that when I attempted to book, I was told there were no available slots, despite calling promptly. The service fell well short of my expectations, and I felt the staff interactions were unhelpful. I would not recommend this practice based on my visit.

Long phone queues and unhelpful reception staff

The reception staff could have handled my call more efficiently, as I experienced a lengthy wait before my inquiry was not resolved to my satisfaction. I was disappointed with my overall experience at this practice.

Long waits make getting appointments difficult

The appointment system involves significant waiting periods, and it can be difficult to secure consultation slots. Phone consultations, when they do occur, tend to be brief. There appears to be a lack of responsiveness to patient needs, which raises concerns about the adequacy of access to medical care and support services.

Couldn't get through on the phone line

Attempting to schedule an appointment by calling at 8.30 in the morning, I was informed that all slots were already taken. The receptionist suggested I didn't require an urgent same-day visit and offered to book me for the following day or later in the week instead. When I asked about availability, I was told to ring back the next morning. This cycle repeated over several days, which was frustrating. I wish I could leave a lower rating to reflect my experience. I'm uncertain how the practice continues to operate in this manner.

Hard to reach reception for appointments

The reception team could be more helpful, and getting through by phone can be challenging. Appointment availability appears limited during the designated booking window, and I've experienced being told that slots are full shortly after the booking period opens. This pattern has occurred more than once, which is frustrating.

Reception staff really tried to help

The reception team are wonderful and make genuine efforts to work around your schedule. The clinical staff are equally impressive and provide excellent care.

Helpful and straightforward booking process

The reception team consistently demonstrates helpfulness whenever I contact the practice to arrange appointments with clinical staff.

Reception team handled difficult situations fairly

Anyone who says this practice falls short of expectations must have unrealistic standards. I cannot recommend a facility with higher levels of care. The team consistently makes an effort to assist patients. If there are issues with prescription ordering or renewals, these are resolved without unnecessary complications. Naturally, there are procedures in place, particularly when prescriptions go missing. I have observed the reception staff and clinical team handle challenging situations with fairness and professionalism. I have never experienced anything that would warrant a formal complaint about this well-managed practice. I have been a patient here for many years and have consistently received excellent, professional care. On a scale of one to ten, I would rate this practice an eleven.

Hard to book evening appointments when you need them

This practice is generally excellent, however this week I have attempted to book an appointment each morning without success, and I even attended in person this morning hoping to secure a slot but was informed nothing was available. I require a medication review as my prescription is running low. It is challenging for those in full-time employment with schedules already planned weeks ahead to access appointments. I understand that only the doctors are able to conduct the review rather than other clinical staff. I will continue to try to arrange this.

Couldn't get an appointment despite repeated calls

I have difficulty obtaining appointments at this practice. On multiple occasions when I have called, I have been informed that no slots are available. I find this frustrating.

Friendly staff managing a busy practice well

Consistently busy and stretched thin, yet the team demonstrates genuine warmth and approachability. It would be difficult to encounter a more pleasant group of medical staff.

Phone staff were dismissive when prescription went missing

I have generally had positive experiences at this surgery, aside from occasional appointments running behind schedule, which is fairly typical for a GP practice. However, I encountered a problem with my prescriptions today. I had asked my pharmacy to handle my repeat prescription orders and went to pick one up, only to discover that one had been discontinued because the surgery had no record of me requesting and collecting it. Although the pharmacy staff were supportive, when I contacted the surgery to clarify the situation, I felt the tone of the conversation was dismissive and somewhat accusatory. The staff members I spoke with seemed unwilling to help and instead questioned how I could have been obtaining this prescription without a reorder being placed. I was simply trying to understand what had happened and what steps I should take next, but the conversation became circular and I felt my concerns were not taken seriously.

Couldn't book an appointment for weeks

I've had a really frustrating experience trying to arrange an appointment over the past few weeks. Every time I call, I'm told that the practice doesn't offer advance bookings, which has made it difficult for me to plan ahead.

Reception staff were genuinely polite and helpful

The reception team members are welcoming and courteous, and they consistently maintain a respectful demeanor, which is quite uncommon to find. The staff create a pleasant and approachable atmosphere overall.

Reception team made me feel like a person

Wonderful staff members. Extremely professional while still making you feel like a valued person rather than just another patient. I have been registered at this practice for many years and my health needs have required me to access their services regularly throughout that time, and they have consistently been supportive. I think they are all excellent and I would not consider switching practices under any circumstances.