Clifton Road Surgery

Staff were genuinely helpful during difficult time

I cannot understand the poor reviews this surgery receives. I have recently received a serious diagnosis and the staff could not have been more friendly and helpful. From my initial appointment through to my procedure being arranged, everything was swift and professional throughout.

Staff attitude made appointment frustrating

This practice has not met my expectations. I was disappointed with the level of service provided during my visit.

Poor communication about test results and follow-up care

I felt I was not treated appropriately at this facility after attending with concerns about a lump and other serious health issues requiring urgent attention. I was given forms to arrange a blood test, which I completed, but heard nothing about the results. After three weeks, when my condition had not improved, I returned to the facility only to be told that my blood results were normal and that was why I had not been contacted. However, this did not address my other concerns or the sample that had been taken from me, and I received no further information about these matters. Due to the severity of my symptoms, I sought pain relief through alternative means online. I did not receive results or follow-up regarding the multiple health concerns I presented with during my visits. I feel disappointed by the overall experience and the lack of attention given to my care. I am concerned that the level of care I received may not have been consistent with what I would have expected, and I would hesitate to recommend this facility to others based on my experience.

Helpful support when I needed it

Thank you for your assistance during my recent visit.

Staff listened and arranged appropriate consultations

The entire team at this practice has demonstrated exceptional kindness and professionalism throughout my visits. The assessment process works really well, and every member of staff I've interacted with has been attentive and helpful in organising appropriate appointments, whether in person or by phone. I'm very grateful for their support!

Impossible to reach reception by phone

Contacting the reception team proves to be extremely difficult. The experience is comparable to calling an alternative NHS service instead.

Receptionists were dismissive when I needed support

I was quite disappointed with my experience at the reception desk. Coming from a previous practice where the reception staff were notably courteous and understanding, I found the service here fell short of what I had become accustomed to. On two separate occasions, I felt the interactions were dismissive and lacking in empathy. It's particularly difficult when you're unwell and don't feel supported. One interaction left me feeling rushed off the phone. However, I must say the clinical staff have been excellent throughout, and I'm genuinely grateful for their care and professionalism.

Booking system makes follow-up appointments unnecessarily difficult

I received treatment that I felt was unprofessional during my visit. The appointment booking system at this surgery is quite difficult to navigate, and I struggle to understand why advance bookings aren't available like at other practices. This is particularly challenging given my work commitments, as I'm unable to leave work at short notice for appointments. After eventually securing a telephone appointment, I was informed that a referral for blood tests would be arranged to help investigate my ongoing health concerns. I was told the necessary paperwork would be ready for collection from reception. I arranged my blood test and took time off work to collect the referral form, only to discover it hadn't been processed. This meant I had to cancel my blood test at the last minute. I was instructed to book another telephone appointment on the same day to obtain the form. I returned to work, which is a considerable distance away, and waited for the call. The appointment was approximately thirty minutes late, and the call was very brief—I missed it while retrieving my phone. I called the surgery back, and reception informed me that a voicemail had been left. However, I found no voicemail on my phone. Reception assured me I would receive a callback, but despite monitoring my phone throughout the day, no call came through. When I checked my health app, it indicated that I had not answered a call. This was confusing, as I had been watching for calls all day. Additionally, I noticed that my previous appointment, during which arrangements were discussed, had not been documented. I was also told that a follow-up regarding another referral I had been waiting for would be pursued, but this did not happen either. I'm uncertain whether this reflects how all patients are treated or if there are other factors at play, but this experience has caused me considerable stress. Given my current health situation, I lack the energy to pursue this further.

Reception staff were genuinely helpful and kind

I cannot speak highly enough of this surgery. Since becoming a patient, I've had several interactions with the front desk team regarding appointments and various queries, and they have consistently demonstrated helpfulness and warmth. The clinical staff also make a genuine effort to hear what patients have to say and show authentic concern for their wellbeing. This has been a notably positive experience compared to my previous healthcare provider.

Front desk staff wouldn't listen to concerns

The reception team's communication approach left much to be desired, as they appeared unwilling to fully engage with what I was trying to convey. They frequently interrupted and seemed eager to end conversations quickly. If staff members are not genuinely committed to supporting patients, this role may not be suitable for them. The overall experience felt unhelpful and dismissive. I would recommend exploring other healthcare providers, as this practice did not feel focused on providing the assistance I needed.

Felt dismissed and unsupported during visit

Disappointing service and a really poor experience overall. I felt unsupported when I needed assistance, and I left each appointment feeling regretful about having sought help in the first place.

Reception staff weren't welcoming or helpful

The reception staff could be more welcoming. Obtaining an appointment has proven difficult. I am disappointed with my experience.

Staff unhelpful but doctors were genuinely kind

It is difficult to access the support required in a timely manner. The reception staff displayed unhelpful attitudes, and there were inconsistencies in how mask-wearing policies were applied to patients compared to staff members. However, the clinical staff were pleasant and courteous throughout the appointment.

Receptionist was helpful when I called

Called at 8.15 seeking guidance and support, and the receptionist was exceptionally helpful and welcoming. I was informed that a clinician would return my call within thirty minutes, and they did so even sooner, in approximately twenty minutes. This represents outstanding service, and I am very grateful.

Quick phone triage sorted everything efficiently

My child had a throat infection. I contacted the practice at 8am and received a callback within minutes for a telephone consultation. The clinician confirmed the condition and arranged for medication to be prescribed. There was no need to attend in person or undergo a physical examination, and the prescription was ready at the pharmacy by 9am. The entire process was excellent and was completed more quickly than it took me to locate parking. Well done to the practice. Please continue providing this level of service.

Couldn't get through on the phone

I had a very disappointing experience at this general practice in the area.

Removed without warning or explanation

This was by far the worst experience I have had with any healthcare provider. When I relocated, the practice terminated my registration without any advance notice or communication. I simply received a letter informing me I was no longer registered, and this happened during a pandemic. There was no warning period, no phone call, and nothing to confirm I would still be able to access medical care. Several months passed before I received a missed call from the practice. When I returned the call, feeling quite anxious about what might be wrong, the receptionist was unable to explain why I had been contacted. They also declined to check with colleagues, stating they were too busy, despite my requests for further assistance in finding out the reason. I was left in a state of uncertainty, not knowing why the practice had tried to reach me or whether there was a medical concern I needed to address. The entire situation was deeply disappointing. I would rate this lower if it were possible.

Unhelpful practice that wasted my time

Unhelpful and ineffective, not worth the effort to visit.

Reception staff showed no concern for patients

One of the worst experiences my partner and I have had. There appeared to be a complete lack of concern for patient wellbeing.

Repeat prescriptions consistently not ready when needed

I relocated from my previous practice as the service wasn't meeting my expectations, and the current surgery has proven to be significantly worse. After around 4 months as a patient, I have consistently found that my repeat prescriptions are not prepared in advance. When I enquire about them, I'm told I need to consult with a clinician first, yet no appointment is arranged until I follow up with a call several days later. I've experienced issues with my medication management, including items being added to my repeat prescription that I hadn't requested, while other medications I specifically asked for have been omitted. I would recommend looking elsewhere for your healthcare needs.