Colville Health Centre

Couldn't be better

I rang up at 9:30, was 1st in the queue, answered in 2 minutes. Explained my problem, was offered an appointment at 11:30. Arrived on time, waited 10 minutes, and was seen. Wonderfully -- it was a doctor whom I'd seen on a few occasions before. He examined me and we discussed the issue. I brought up two other issues, and he discussed both. Further action booked. I think this counts as excellent, responsive service.

Felt listened to and well cared for

There is a wonderful member of the nursing staff at the practice, and I wish them all the best in their future endeavours.

Easy to reach someone when you call

Throughout the Covid-19 pandemic, I have found the medical staff at this practice to be exceptionally supportive and responsive. When contacting the surgery, I have been able to reach someone promptly. I have been a patient here for four decades.

Difficult to book appointments and get promised referrals

Unacceptable service. Given my regular financial contributions to the healthcare system, I expected far better. Since joining this practice relatively recently, I have found it extremely difficult to secure appointments, receive callbacks, or obtain the referrals that were promised but never materialised. I was previously discouraged from filing a formal complaint, but I now intend to proceed with one. My previous practice provided outstanding care consistently over two decades with no difficulties accessing appointments, referrals, or any other services. The contrast with my experience here in such a short timeframe is stark. I would advise others to look elsewhere. The service has been poor, and it appears the practice receives substantial funding without delivering adequate care, as reflected in other patient feedback. Update added later: Two weeks ago I visited the surgery to book an appointment and was told by reception staff that appointments cannot be made in person, despite the website clearly stating otherwise. As noted in other reviews, the reception staff appear reluctant to perform their duties and seem more focused on personal activities. The clinician was reluctant to examine me until I raised concerns, and I had to specify where I believed I should be referred. I had to request that my blood pressure be checked. During my time with this practice, I have experienced multiple issues including unanswered promised callback calls, being asked to identify my own referral destinations for concerning symptoms, incorrect referrals that were returned and then left unactioned for months until I followed up, and poor hygiene standards during consultations. When I raised concerns about clinical hygiene with management, I was told I was being personal, which I felt was an inappropriate response to a legitimate concern about patient safety standards. At my appointment, I was kept waiting and then rushed through the process, being told to hurry with decisions while the reception area appeared empty.

Reception staff were quite dismissive

Quite disappointing in terms of manner and approach.

Phone lines impossible to get through on

I found this practice to be disappointing. The reception staff came across as unhelpful and difficult to reach by phone, with considerable difficulty getting through on multiple attempts. The clinical staff appeared dismissive and lacked continuity, with different practitioners seen on each visit. There were concerns about access to patient records during consultations. I was informed by staff at another urgent care centre that this practice has a reputation for redirecting patients to them rather than providing appointments, which I experienced firsthand when I was unable to secure an appointment despite having an apparent need for urgent care. The experience left me with significant reservations about the quality of care provided. I would not recommend this practice based on my interactions.

Reception staff were dismissive and unhelpful

The management team has been unhelpful and dismissive in their interactions. A request for documentation that was made several months ago remains outstanding and unresolved. The overall approach to patient engagement has felt unwelcoming and dismissive.

New doctor dismissive when patients call repeatedly

Some practitioners communicate in ways that may feel dismissive. However, don't hesitate to arrange an appointment with an alternative clinician at the practice. A fundamental aspect of healthcare provision is demonstrating compassion toward patients, particularly when they've needed to contact the surgery repeatedly regarding the same concern. If this approach doesn't align with a practitioner's style, it may be worth considering whether the role suits them. Medical practice extends beyond medication management to encompassing genuine understanding and support. On occasion, it appears this approach may be deliberate—potentially discouraging patients and then citing reduced demand as a reason. To be transparent, I would not suggest booking with the alternative clinician mentioned. While this might create more appointment slots for them, from a patient perspective it is not advisable. This practitioner appears to prioritise how patients express themselves over addressing their actual medical concerns, which is quite unsatisfactory.

Felt genuinely listened to and cared for

Consistently demonstrated attentiveness, compassion, and a willingness to assist with my needs.

Different staff don't know your history

I am dissatisfied with the level of service at this practice. Previously, I attended a different medical centre where I felt genuinely supported and valued. At the current practice, the approach seems focused on completing routine checks and assessments, however the care feels fragmented. Each visit involves seeing different clinicians who appear unfamiliar with my medical background and do not demonstrate engagement with my ongoing health concerns.

Reception staff were dismissive and unhelpful

The staff conduct fell short of expectations, and the interactions were discourteous.

Difficult to book appointments and rude staff

This practice has significant issues with accessibility and customer service. Walk-in appointments are not available, and the telephone booking system requires calling on the day you wish to be seen rather than booking in advance. The staff interactions could benefit from improved communication and service training.

Reception made booking impossible and felt unheard

This has been an extremely disappointing experience with the practice overall. From difficulties with reception staff to interactions with clinical personnel that felt dismissive, I felt the practice fell short in providing adequate patient care. I was left feeling unsupported during a particularly difficult time, and only received proper attention after attending the emergency department, which made me question whether my concerns had been taken seriously from the start.

Phone staff could improve their patience and professionalism

This practice has both strengths and weaknesses, as others have noted in their feedback. I felt that one of the clinical staff members could benefit from additional training in telephone communication skills. During my interaction, I experienced what I perceived as a dismissive approach and felt the call was handled without the level of attentiveness I would have expected. The conversation ended abruptly, and I was left with the impression that my enquiry was not valued. I believe a few moments of patience to properly understand my question would have made a significant difference to the experience. Thank you

Straightforward booking and responsive care here

I have consistently had positive experiences at this practice. Scheduling appointments has been straightforward, the clinical staff have been excellent, the reception team has been responsive and helpful, and any concerns I have raised have been promptly addressed.

Practice refused NHS vaccination without explanation

The practice declined to administer vaccinations that are typically provided through NHS services. I was directed to seek private treatment at considerable personal expense and was not given a clear explanation for why I needed to pay privately when these services are ordinarily available to registered NHS patients.

Phone queue was quicker than getting answers

I find that I receive more helpful assistance from alternative sources than I do from this practice.

Friendly reception made the visit pleasant

Outstanding care and support

Reception desk often left unmanned during visits

The reception desk frequently appears unmanned during visits. On multiple occasions, there has been a considerable wait before the receptionist becomes available, during which time no alternative support staff are present to assist patients. This lack of coverage at the front desk has been a recurring issue.

Reception staff were dismissive over the phone

I have been a patient at this practice for a considerable time, and it is disappointing to note that the standard of service has declined significantly over the past year. The telephone reception experience has been particularly problematic, with interactions that have felt dismissive and lacking in compassion. Calls from the clinical team were not returned as expected. There is uncertainty about whether communications are being properly relayed through the practice.