Colville Health Centre

Inconsistent care and poor communication let down

The quality of care here is inconsistent, though there are occasions when it goes well. If you're looking for a clinician who will listen attentively to your concerns and provide thorough follow-up, you may want to consider your options carefully. The service has had notable issues—for example, I attended for a blood test appointment and after considerable waiting, discovered that the clinical staff member was absent and running significantly behind schedule, which affected multiple patients throughout the day. Additionally, several months later, I spoke with a member of the administrative team over the phone regarding a callback. The connection was poor, and despite being assured I would be contacted promptly, the call never came. The reception desk and telephone lines are difficult to reach and the interactions tend to lack warmth.

Quick action saved my daughter's life

Dear Colville Medical Centre, I just wanted to reach out to you to express my eternal gratitude to Colville. My daughter was dangerously ill when she came in for her emergency appointment at Colville. She had already been seen at an urgent care centre 3 days prior to this. Her oxygen saturation was critically low and she was experiencing significant breathing difficulties. The clinical team immediately responded by providing oxygen support, respiratory assistance, and arranging emergency transport. She was transferred to hospital where imaging confirmed a severe respiratory infection. She required 8 days of hospital care, experienced significant weight loss during her illness, and is now at home in the early stages of recovery. She was extremely unwell. I cannot even find the words to explain just how grateful we are for the incredible support from the staff at Colville; from the reception team through to all the clinical staff who cared for her. We are all so good at leaving bad reviews when things go wrong, but not so good at leaving reviews when things are right! Thank you Colville, we truly appreciate you.

Helpful staff who take time to listen

The entire team demonstrates a helpful approach and responds positively to inquiries, making it a wonderful healthcare facility to visit.

Dismissive staff made my health problems worse

I was reluctant to share my experience, but the difficulties I encountered were significant enough that they warrant being documented. That said, I must acknowledge that my regular healthcare provider has been excellent—demonstrating genuine care, attentiveness, and professionalism. The reception staff member I typically interact with and the clinical staff member who performs my blood work have also been consistently pleasant and helpful. So this is not entirely a negative account, though unfortunately the challenging aspects of my care have substantially outweighed these positive interactions. My concerns began with an appointment where a male clinician asked a question about my personal life that seemed entirely unrelated to the reason for my visit, which was a persistent respiratory issue following previous infections. I found this inappropriate and subsequently became uncomfortable attending appointments with male practitioners, which led me to avoid seeking care for approximately a year until a medical situation made it unavoidable. When I eventually needed to contact the practice during an acute illness involving gastrointestinal symptoms, I was not offered an appointment. The advice I received was to manage the condition at home. However, after multiple calls to the practice over several days—during which I was unable to consume food or fluids and experienced significant weight loss—the guidance remained unchanged. Eventually, I required emergency hospital care where I was found to be severely dehydrated and received intravenous treatment. The hospital staff indicated I should have sought help sooner. Subsequently, when I developed a chest infection, I was again advised to manage it without medical intervention and was initially denied antibiotics despite the clinical presentation. Only after contacting an out-of-hours service and having that clinician intervene on my behalf was treatment provided. Notably, I later learned that a male acquaintance with identical symptoms had been prescribed antibiotics without hesitation by the same staff member. More recently, I contacted the practice regarding abdominal pain and systemic symptoms suggestive of infection. A clinician conducted a telephone assessment without examination or testing and provided a diagnosis. However, subsequent testing revealed a bacterial infection that had been missed. The initial assessment had dismissed my symptoms, and I was told recovery would take weeks—meaning I endured discomfort for over a month before proper diagnosis. When attempting to arrange follow-up testing to confirm resolution of the infection, I experienced difficulties with a staff member who disconnected the call twice while I was trying to book an appointment. I continue to experience pain, sleep disturbance, and other concerning symptoms, and I have now been directed to seek emergency care. The apparent lack of compassion from certain team members is deeply troubling, particularly given their role in healthcare.

Well organised surgery with kind staff

Excellent practice. The facility is efficiently run and the entire team has been very welcoming. I'm genuinely pleased with my experience. Many thanks and congratulations!

Referral delayed, complaint ignored completely

Disappointing experience at this practice. There was a delay of approximately four weeks in processing a referral that had been requested by the hospital. When I submitted feedback about this matter via email, I felt the response was inadequate as it did not address my concerns directly, instead simply confirming that the referral had been submitted. I felt that patient concerns were not handled with appropriate attention.

Communication breakdown led to weeks of delays

I registered with this practice towards the end of 2021. Initially, the service appeared excellent, with clear communication, helpful reminders, and prompt testing when appropriate. From early this year onwards, I have been receiving investigations for multiple health concerns. While an initial appointment was arranged quickly, the standard of care has deteriorated significantly since that point. I found the approach to be lacking in compassion and understanding of my situation. During a telephone consultation following my only in-person assessment, when I was experiencing considerable distress and mobility difficulties, the suggested management was minimal and unhelpful. Furthermore, a referral that should have been processed at my initial appointment was not sent. It took several weeks of my own follow-up before I became aware of this oversight while seeking support with symptom management. There has been no consistent care pathway, and I was informed no regular GP had been assigned to me. However, when I needed to discuss my treatment plan, the assigned clinician was unavailable for an extended period, meaning any discussion would need to be postponed. At this point, I felt compelled to request reasonable adjustments to my care, including written communication and assignment of a consistent healthcare provider. These are standard provisions I believed I was entitled to based on a previously documented health condition. My requests went unanswered. I experienced what felt like dismissive responses regarding my needs over the phone. During periods when I was unable to leave home, others made calls on my behalf and were assured my concerns would be addressed promptly. However, weeks passed with repeated assurances that remained unfulfilled. When I was eventually able to visit in person, I learned the relevant manager had been absent throughout this period and was only just returning. This experience has compounded my distress considerably. The lack of support and responsiveness from a healthcare provider has significantly worsened both my physical and emotional wellbeing. I find this approach unacceptable and deeply concerning from an organisation entrusted with patient care.

Quick appointment booking made easy

Excellent care and efficient service

Rapid phone response and punctual appointments

I have consistently enjoyed my visits to the practice. The team responds promptly to phone enquiries and appointments typically run to schedule, with face-to-face consultations readily available.

Long-term patient felt disrespected by reception staff

This GP practice has not met my expectations and I have concerns about the professionalism of the service. I have been a patient for many years, yet I do not feel that long-term patients receive appropriate consideration. I found my experience with one particular clinician to be unhelpful and felt that I was not treated with respect during my consultation. Additionally, I experienced difficulties with the reception staff, who I felt were argumentative and did not demonstrate understanding of patients' needs. Overall, I have concerns about the quality of care and service delivery at this practice, and I believe these issues warrant further review.

Helpful receptionist made the difference

Excellent medical professionals at this practice who are understanding and very kind! I called regarding a document that needed verification, and initially encountered someone who was unwilling to assist. However, when I called back, a different receptionist helped me promptly and efficiently. I regret not getting her name, but she was wonderful. It really demonstrates how straightforward it can be to provide helpful and compassionate service.

Unhelpful and dismissive during consultation

Avoid this particular clinician as they came across as unprofessional, unhelpful, and discourteous during my visit.

Direct phone access to doctors saves time

The clinician at this practice is exceptional and I really appreciate the system of being able to speak directly with a medical professional on the phone immediately, rather than going through reception staff, which means face-to-face appointments are reserved only when truly needed. On the occasions I have needed to speak with reception to arrange an appointment with the nursing staff, they have been professional and courteous, and the nursing team has been lovely. I switched to this GP practice and I'm satisfied with that decision.

Helpful pharmacist sorted everything out smoothly

I've been pleasantly surprised by the critical feedback I've read here, as my own experience has been quite positive. The pharmacy team member has been extremely supportive and assisted me in arranging a blood test, communicated the findings to me, and ensured my medications were set up for regular refills. I'm very satisfied with the care I've received so far. Much appreciated!

Practice provided helpful support throughout my care

I am very pleased with this practice, which has provided considerable support to both myself and my child. I would particularly like to express my appreciation to a member of the pharmacy team who has consistently demonstrated efficiency and helpfulness in addressing my queries and requests whenever I have needed assistance.

Gentle blood test and supportive care throughout

It is a pleasure to share my experience about the service in this GP Practice. Today I had a blood test and the phlebotomist was very gentle and performed the procedure in a way that I have not experienced before, without causing me any pain. I really appreciate it. I have been a patient at this health centre for three years and have been attended by a GP who is a kind, empathetic and very professional person. They have respected my dignity and have always made me feel valued as a person, especially during the most difficult moments. It is impossible not to mention my Social Prescriber, who has been an extraordinary adviser at times when I was totally vulnerable and confused. They provided me with accurate information, helped me with applications, made referrals, and guided me through the process. This person is very organised, able to develop an action plan and follow up effectively. There is no doubt that they are a very human, capable, professional person with a high sense of commitment.

Professional team who always listen carefully

Outstanding medical practice. I have been a patient for many years and have consistently experienced professionalism and helpfulness from all staff members.

Misunderstandings resolved, things looking promising

I am withdrawing my previous comments as it appears there may be more compassion involved than initially thought. I'm uncertain about the source of the miscommunications, but I remain hopeful that matters can be resolved through discussions with the clinical team and reception staff. Recent developments have occurred, and based on these changes, the situation appears to be moving in a more positive direction.

Felt listened to and well treated

The healthcare professional I saw demonstrated excellent clinical skills and a genuinely caring approach to patient care.

Reception staff could improve their communication skills

The reception staff member provided a disappointing experience, demonstrating poor communication abilities and a lack of courtesy during the interaction.