Clifton Road Surgery

Happy with the surgery experience

Outstanding practice, very satisfied with my experience. Would definitely recommend to others.

Felt dismissed and ignored during appointment

I have experienced substandard care and poor treatment on two separate occasions. This involved a particular clinician whom I visited on two separate occasions. During my first visit, I felt the consultation was conducted in an aggressive manner and I experienced a sense of being dismissed. As someone with longstanding health concerns, I felt the clinician made assumptions about my symptoms rather than listening to my account, and displayed an arrogant demeanor. I was uncomfortable throughout and resolved not to book with this clinician again. On the second occasion, I had to see whoever was available, and this was the only option. I attended with my elderly mother who has various health concerns. The clinician did not conduct a thorough initial assessment despite this being her first visit, and when I attempted to provide context based on my knowledge as her carer, I was told I was being facetious. I was then asked in a dismissive tone whether I was a medical professional, after which I was largely ignored while the clinician directed a series of rapid questions to my mother. The clinician did not appear to notice that my mother was finding it difficult to respond, yet continued this approach rather than seeking my input, despite my presence in the room. I felt the clinician prioritised their own viewpoint over patient care. When I tried to explain my role as my mother's full-time carer, the response was dismissive and disproportionate, with the suggestion that we should see another doctor. I did not feel my communication warranted this reaction. We did not receive a necessary referral that my mother requires. Only when we stood to leave in frustration did the clinician offer to review my mother's medications, which she urgently needed. Even then, there was reluctance in providing this service, and as we departed, the clinician again suggested we should see another doctor. When I raised this with reception, I was asked to submit a formal complaint as the practice manager was unavailable. It appeared this was not an isolated concern about this clinician. I have since learned from others that they share similar experiences with this clinician's approach to patient interactions. Given that the practice operates a zero tolerance policy for staff conduct, I question how this is applied consistently. This clinician holds a management position within the practice. While the practice has several capable clinicians, I have since transferred my care elsewhere. My previous medical records were not transferred in this process. I remain uncertain about the circumstances surrounding this.

Impossible to book appointments or reach by phone

This practice deserves a very low rating. Finding an available appointment is extremely difficult. The reception staff can come across as unhelpful and dismissive, and they insist on discussing your medical concerns openly at the desk rather than in private. The phone lines are consistently problematic - I've attempted to call multiple times without success, as the lines are frequently busy, and on the rare occasion I did get through, I was left waiting on hold for an extended period before losing the connection.

Reception staff dismissive when raising concerns

The administrative team demonstrated an unhelpful attitude and disappointing service standards. When I requested to lodge a complaint and asked for the practice manager to reach out, I felt dismissed. There have been multiple issues with recent prescription handling. Communication from the practice has been lacking, and it often feels necessary to experience a problem fully before receiving an explanation. The clinical staff have been satisfactory, but the overall experience has been significantly affected by these administrative shortcomings.

Reception gave conflicting information about test results

The administrative and reception service has been the most disappointing I have encountered over the past decade. When I requested my test results by telephone, the initial staff member indicated it could be collected from the car park on the same day. However, upon arriving, a different member of staff informed me that a form would need to be completed and the results would be available the following day with a telephone call to confirm. I submitted the form but did not receive the promised call. When I contacted the practice on the third day, another staff member advised that the process could take up to 28 days. This experience suggests there may be inconsistencies in procedures, limited coordination among team members, and gaps in task management. I would strongly encourage the practice to review these operational concerns.

Impossible to book an appointment here

I have been a patient at this practice for many years, and securing an appointment has consistently been a challenging process throughout that time. The current system requires calling at 8AM to book, however the phone lines are frequently engaged at that time. If you attempt to call later, you are advised to contact the practice again the following morning at 8AM. The practice appears to have operated at or beyond capacity for an extended period without apparent changes to address this, such as relocating to larger premises or expanding the reception team, which seems difficult to justify. Despite these access difficulties, I have generally found my interactions with the clinical staff to be positive on the occasions when I have managed to secure appointments.