Clifton Road Surgery

Smooth and efficient from start to finish

Attended an appointment for a vaccination this morning and was really pleased with how well everything was organised from arrival through to departure. Excellent work 😁

Quick appointment booking and minimal wait

Quick and efficient.

Repeat prescription requests ignored for days

Extremely frustrating experience. I attempted to arrange my repeat prescription on Friday but was informed of a system-wide technical issue. I tried again this morning using the app, specifically requesting a phone call rather than a text message. Instead, I received a text directing me to book an appointment, with the earliest available slot being tomorrow afternoon. I contacted 111 for assistance, and they advised me to ring the surgery directly. When I called, I was told I hadn't been sent a text, though I had actually received one containing a link. The surgery indicated they are unable to provide support after 3.30pm, so they couldn't help at that time. I am now without my medication for four days. This medication has been part of my treatment for over two years, but it appears not to have been added to the repeat section on the app, which would seemingly be a straightforward administrative task to resolve.

Trusted practice that listens and respects you

We have been patients at this medical practice for over four decades, since before our children were born, and we have no intention of changing. Throughout this extended period, we have consistently received excellent care and support from both the clinical staff and the administrative team. While the practice has naturally evolved over the years, we have always felt confident that our wellbeing is a priority, and our experience has been consistently positive. Respectful treatment is a two-way process. The people working at the practice are individuals deserving of courtesy and consideration, which is something that should not be overlooked. Update, July 2024 The practice continues to deliver a high standard of service. The practice has undergone changes, and the updated appointment and assessment system represents a meaningful improvement. After nearly 44 years as patients, we remain satisfied with all aspects of our care. As previously mentioned, treating staff with courtesy and respect creates a better experience for everyone involved.

GPs avoiding involvement and pushing patients to hospital

I have reached the view that a core issue affecting general practice services nationwide stems from a reluctance to manage certain patient presentations in primary care, with cases instead being directed toward hospital services. While this practice is understandable, it appears to be occurring widely across the system. The consequence is visible in hospital settings where large numbers of people present seeking assistance, often in groups, and many appear unwell but might reasonably be managed initially by their general practitioner. Given how widespread this pattern is, I believe meaningful change would require rethinking the foundational approach to healthcare delivery and considering alternative models that incorporate both public and private provision based on ability to pay, similar to systems used elsewhere. Such an approach could benefit both patients and healthcare professionals. It would be beneficial if general practices had access to enhanced diagnostic capabilities, such as the ability to conduct blood sampling and use portable diagnostic equipment. It is also noteworthy that access to treatment appears not to require standard identification documentation or a fixed address, which raises questions about the scope and reach of the service.

Professional and caring approach to my health

The healthcare professional demonstrated a professional, understanding, and caring approach when addressing an ongoing health concern. Thank you!

Rude reception staff made appointment stressful

I would rate this experience much lower if possible. This was an extremely disappointing visit. The service provided was discourteous, and I feel the staff would be better suited to other employment.

Receptionists were consistently rude and unhelpful

The reception team fell short of expectations, with their manner consistently failing to meet acceptable standards of courtesy.

Proactive care and clear communication throughout

Had a couple of recent appointments with the same healthcare professional. Absolutely excellent, proactive, caring, and clear about next steps. Cannot fault the service.

Reception staff were dismissive and unhelpful

The reception team came across as unwelcoming, and I experienced difficulties with the initial assessments of my condition. It took multiple visits before my actual health issue was properly identified, rather than being dismissed as something minor. The front desk staff appeared disengaged and seemed reluctant to be working there.

Felt truly listened to and understood

The doctor I saw was fantastic, very caring and understanding. Thank you!

Booking window too narrow for appointments

Like many UK public services, this practice feels stretched and under-resourced. The appointment booking system is frustrating, with a narrow morning window to secure a slot, only to be told nothing is available and asked to try again the next day. This cycle repeats frequently. The online booking portal seems ineffective and poorly designed. It's disappointing that at a time when healthcare needs are increasing with age, after contributing through taxes for decades, the service appears unable to meet demand in the way one might reasonably expect. This experience reflects broader concerns about capacity and accessibility that many patients appear to share.

Friendly staff made me feel welcome

Excellent welcoming practice

Booking system makes taking time off work difficult

I find it frustrating that advance appointments cannot be scheduled, which makes it difficult to arrange suitable time away from work. The current system of callback and online booking options are not practical when you're working. It seems unreasonable to have to take an unplanned day off in the hope of securing an appointment, let alone actually being seen. This approach feels like an unsatisfactory way to manage patient access.

Impossible to get through on the phone

Struggling to reach the practice by phone. Difficulty securing appointments at times when they're required. The overall healthcare service appears to be experiencing significant challenges.

Phone queues frustrating but staff remain helpful

The reception team demonstrates politeness and helpfulness. After persisting with phone calls, same-day appointments can be obtained. It would be beneficial if online appointment booking were available as it had been previously. Overall, this practice provides a good standard of service.

Quick appointment and easy parking after hours

I didn't have to wait more than a few minutes for my appointment. It was during an evening slot and the car park was quiet. I recognise that during peak times it can be challenging to find parking in the available spaces.

Needed to seek second opinions elsewhere

The practice could benefit from ensuring their clinicians have current guidance on medication options for nursing mothers. I felt the initial advice I received was inaccurate and needed to seek a second opinion from another clinician. Additionally, I received guidance on my child's health concern that I found unhelpful, and ultimately required referral to a specialist to obtain appropriate treatment.

Receptionist went above and beyond with kindness

I want to clarify that this rating reflects my experience with the reception team, rather than the clinical staff, as I didn't progress to that stage. I've noticed several negative reviews about the receptionists at this practice, which contrasts sharply with what I encountered. When I called, I made a point of asking how the receptionist was getting on, and she appeared taken aback by the question. She reciprocated by asking how I was doing, and I joked that I wouldn't be ringing if things were going well. We shared a laugh about that. Following this, she provided clear guidance on how to access the support I needed, and I was able to resolve my issue the same day. The takeaway from this experience is straightforward: approaching people with courtesy and respect tends to be reciprocated, and it's worth remembering that reception staff are simply performing their role and cannot always control outcomes beyond their control.

Impossible to get an appointment when needed

It is consistently difficult to secure an appointment at this practice, as the schedule appears perpetually full. This raises questions about the accessibility of the service when seeking medical consultation.