Clifton Road Surgery

Reception staff made it impossible to get help

I've consistently found the clinical staff to be pleasant and very supportive. I would rate them highly if I could leave a separate review. However, the reception team has been problematic. They've consistently come across as dismissive and discourteous. I've experienced two separate occasions that have made me consider switching surgeries. In the first instance, I was struggling significantly with my mental wellbeing and called in distressed requesting an urgent appointment due to concerning thoughts. The receptionist's response suggested that my situation was my own fault for calling at that time, implied there was nothing they could do, and gave the impression they doubted my sincerity. In the second instance, I called early in the morning as previously instructed and was kept waiting on hold for nearly 20 minutes without a response before disconnecting. I made three further attempts, each time waiting between 20 and 40 minutes. On the third call, I was told no appointments were available and received similar comments about calling earlier. That day ultimately resulted in emergency services attending to me. After their assessment, the emergency service team contacted this surgery on my behalf to arrange an appointment. Without their intervention, I genuinely believe the reception staff would not have treated my situation with appropriate urgency. I cannot recommend this practice. I am actively seeking alternative healthcare provision and would advise prospective patients to consider other options. Whilst the clinical team are excellent, the reception staff's approach to patient interactions significantly undermines the overall experience.

Phone lines constantly busy at opening time

I found this experience quite frustrating. I attempted to call several times during the early morning period when I believed the practice was open, but the line was consistently busy on each attempt. There was no option to hold in a queue or access an automated system initially—the line would simply disconnect. When I eventually reached the automated system, it took considerable time to navigate through to the menu options. Once I spoke with someone, I was informed that all available appointments had already been allocated. When I questioned the opening times, I was told the practice opens at the stated time, and when I explained my difficulty getting through, the response was that they were experiencing high call volumes. I was advised that if I preferred not to wait on the phone, I could visit the surgery in person at opening time to book an appointment instead. I have documentation of my call attempts. I have decided to register with a different practice.

Receptionists helpful with appointment booking requests

I am genuinely surprised by the numerous unfavourable reviews regarding this practice. I have been attending here for a considerable length of time and manage several ongoing health conditions. Reflecting on the care I have experienced, particularly throughout the last couple of years, I find myself with no complaints whatsoever. The front desk team are welcoming and supportive, and have assisted me with various matters. I have encountered no difficulties in obtaining in-person appointments, even on occasions when remote consultations would have sufficed. The clinicians I have consulted with have been exceptionally courteous and supportive. I have never felt hurried during my visits, and have consistently experienced a sense of being heard and given genuine involvement in decisions regarding my care options.

Reception staff showed no flexibility with health needs

I attended an appointment today with my daughter and her young son to have his stitches removed following a procedure. I have mental health concerns and experience claustrophobia, and I am unable to wear a mask, yet I left feeling quite unwell with a severe headache. My daughter also finds masks difficult to tolerate. The reception staff appeared unsympathetic to our situation and insisted that all of us, including the child, wear masks. Additionally, we were not permitted to have two adults present during the appointment, despite the child having additional support needs that sometimes require two people to manage effectively. The reception team did not seem receptive to our concerns about this either. As a result, I left feeling poorly, and my daughter and grandson left upset. I find myself unable to recommend this practice and feel the experience demonstrated a lack of consideration for patient wellbeing.

Reception staff were dismissive and unhelpful

This practice has not met my expectations and I would recommend considering alternatives elsewhere. I felt the care provided was inadequate and the overall approach to patient wellbeing was disappointing. The reception staff seemed to overstep their role, and the clinical team appeared dismissive of patient concerns. I do not feel this facility is delivering the standard of care that patients deserve.

Staff attitude makes it hard to get help

I have been a patient at this GP surgery for a decade. In recent times, I have found the demeanor of the staff to be disappointing, and I feel reluctant to seek assistance for any health concerns. I believe this practice would benefit from a thorough regulatory inspection and would benefit from improvements to ensure better service for its registered patients. My family and I are in the process of transferring our registration to an alternative surgery. The only factor delaying our move has been the administrative requirements involved in changing practices. I have come to understand some of the challenges facing the NHS, and I feel that resources may not always be directed toward patient-centered care at this particular location. Based on my own experience, I would rate this as one of the less satisfactory GP practices I have encountered. I would recommend that others consider exploring other options if possible, as I have not felt that patient care has been a priority during my time here.

Better than expected with helpful reception staff

Had a really positive experience here. It's a significant improvement compared to my previous practice. I'm very satisfied with the service. The team were excellent.

Impossible to book an appointment here

The practice has not met my expectations. I found the staff at reception to be unhelpful, and I experienced significant difficulty in securing an appointment. The overall service fell short of what I would hope to receive.

Receptionist refused to book appointment after fall

I was very disappointed with my experience at reception when seeking to arrange an appointment with a healthcare professional. Instead of assisting with booking, I was given hurried directions to attend the nearest emergency department following a fall.

Reception staff were genuinely caring and helpful

I have been registered with this surgery for over 20 years. When I first sought to register, I was in a difficult housing situation and found that many other surgeries would not accept me as a patient because of my circumstances. I was going through a particularly challenging time mentally and had been struggling to access support. After speaking with a healthcare professional who offered to arrange emergency assistance, which I declined due to other commitments, I was directed to register with this surgery. I was seen by a clinician who has proven to be exceptionally compassionate and dedicated, consistently going beyond what would normally be expected and demonstrating genuine understanding and kindness. Since the pandemic, access to this particular clinician has become more limited, though this reflects broader changes rather than any individual failing. I have developed a strong preference for seeing this clinician, though I have no doubt the other medical professionals at the practice are equally capable. My interactions with the reception team have consistently been positive, with staff showing genuine care and helpfulness in all my dealings with them. I would readily recommend this surgery to others and find myself puzzled by some of the negative feedback it has received elsewhere. I am grateful for the dedication shown by everyone working here.

Impossible to reach by phone at this practice

Disappointing experience since relocating to the area and registering with a new practice. I have consistently struggled to secure appointments at this surgery. When attempting to call at the recommended 8am time, the line does not connect properly, and there appears to be no queuing system in place. The practice does not permit advance booking, and calls outside the 8am window are not accepted. I have tried calling at various times throughout the day, but the phone either fails to ring through or disconnects. This system seems impractical for vulnerable patients who may require urgent care. The appointment access feels extremely restrictive and difficult to navigate. I would recommend considering alternative options.

Receptionist gave medical advice instead

I have had a very poor experience at this practice. The reception staff appeared to overstep their role by offering medical guidance, and the clinical staff did not provide a satisfactory level of care. I was ultimately directed to attend the emergency department rather than receiving treatment at the surgery itself.

Reception staff talk over you without listening

The reception team members, both in person and on the telephone, came across as unwelcoming. It's possible they're dealing with challenging circumstances, but based on my own repeated interactions with them, I would prefer to find a different practice if a more convenient option became available. During a recent visit, I was questioned about the reason for my appointment in a manner that felt dismissive. It seemed presumptuous for someone in that role to make judgments about my healthcare requirements. There appears to be a lack of awareness around basic customer service principles, and I found myself being interrupted during conversations.

Reception staff unhelpful with limited appointment times

I have consistently had excellent experiences with the clinical staff at this practice. Unfortunately, I have not had the same positive experience with the front desk team, whom I have found to be dismissive, unhelpful and lacking in empathy. Additionally, I have concerns about the appointment booking system. It is not always feasible to call for an appointment at 8am due to work commitments, and there is no option to book appointments for later in the day. I feel this represents poor management of the service. In my view, offering both morning and afternoon surgery slots would be beneficial.

Staff were rude and waiting times were long

Disappointing experience at this practice. The staff came across as unwelcoming and unhelpful. Appointment waiting times were considerably longer than expected, which added to the frustration.

Reception staff were dismissive and unhelpful

The clinical staff members are pleasant and approachable, however the reception team came across as unwelcoming and dismissive. When I raised concerns about the quality of service I received, the response felt accusatory rather than constructive, which I found unprofessional and disappointing. This experience has given me insight into some of the feedback the practice has received.

Online consult service made booking straightforward

After reading all the negative comments I thought I would share my experience at the surgery. A couple of months ago, after experiencing an unidentified health issue for some time, I decided I should make an appointment to see a clinician. Initially I tried calling the surgery at 8am, but had difficulty getting through. Due to current pressures I can fully understand that medical practices are stretched to beyond capacity, so I tried the website for an alternative way to get some help. I noticed there was an "online consultation" service and opted for this, filling out a form with a description of my symptoms. The next day a staff member contacted me and said the clinician would like me to book an appointment, the earliest one being just over a week away. I was happy to do so and booked it in. Upon my visit I followed the instructions sent to me via text, asking me to wait in my car until I received a text inviting me in, which I received ten minutes before my scheduled appointment time. On entry I was greeted by a friendly member of reception staff, who advised me where to sit and offered some hand sanitizer. The clinician I spoke to was very helpful, put me at ease right away and prescribed me some medication that they thought would help. Within just over a week my condition had resolved. I would recommend that anyone who doesn't urgently need to see a clinician that same day, use the online consultation form. For me it proved to be much easier and less stressful than repeatedly calling reception, and the service I received after doing so was excellent. As I previously mentioned, this is just my experience and I'm not suggesting that those who have left negative comments are necessarily wrong. However, I think we all need to remember the immense strain all medical practices have been under during the past year and beyond, and appreciate all the efforts healthcare workers have made for us.

Impossible to book if you can't ring at eight

For those who don't work standard daytime hours, booking an appointment here is extremely challenging if you cannot call at 8am sharp. I have been attempting to secure a follow-up appointment for the past two weeks relating to a previous consultation from several months earlier. My work commitments mean I am unable to call during the booking window, as I am typically occupied at that time, and this practice does not appear to offer the option to reserve appointments further in advance. This is frustrating.

Couldn't get through on the phone

The phone lines are frequently unavailable. The overall service was disappointing. The reception staff were not particularly welcoming, and they appeared to lack enthusiasm for their roles. The clinical staff seemed to require very specific information to be provided in order to offer assistance.

Phone lines stretched during pandemic response

In order to maintain the wellbeing of both our patients and team members during the ongoing health crisis, we are maintaining our telephone-based consultation approach. This has naturally led to a rise in the volume of incoming and outgoing calls throughout each day, with increased demand occurring consistently rather than being concentrated at peak times. We recognise that many people are anxious and wish to speak with their GP; however, not all concerns may require this level of contact. We would like to draw attention to our Online Consultation service, which is accessible through our website and can also serve as a resource for self-management. These are undoubtedly challenging times that can leave people feeling concerned and uncertain, resulting in considerable pressure on primary care services. We therefore ask for your understanding if there are delays in connecting your call or receiving an immediate response. Our entire team is committed to providing the best possible support to all our patients.