Colville Health Centre

Long wait for administrative support letter

I have been a patient at this practice for over 15 years and have been waiting for an extended period for administrative correspondence to be sent to a third party, with no progress made. The reception experience has been disappointing and the overall service quality has fallen short of expectations, to the extent that I am considering seeking professional advice regarding this matter.

Phone queue left me feeling like a nuisance

I experienced a lengthy wait of around twenty minutes before my call was answered. When someone did eventually pick up, I felt as though I was inconveniencing them and interrupting their work. The current phone system is frustrating, particularly when you're unwell and simply need assistance. Having to repeat my full medical background to an unfamiliar person before being able to speak with a clinician feels like an unnecessary and exhausting process.

Couldn't get an appointment when I needed one

I have been unwell for approximately a week, but was unable to obtain an appointment for a face-to-face consultation.

Long wait times and poor communication

Not a worthwhile use of my time

Reception staff were rude and unhelpful throughout

The reception team's approach felt unwelcoming and lacked courtesy. The communication processes at this practice are unclear and difficult to navigate. Arranging an appointment directly with the GP is not straightforward, as you must first contact reception, who then relay your request to the clinician to call you back—though this may not always occur. When the clinician does ring, the call window is brief, and if you happen to miss it, you need to contact reception once more and repeat the entire process. Obtaining blood tests requires considerable persistence, and even when approved, not all the tests you have requested are always arranged. I would not recommend this practice to others.

Quick appointment booking and attentive care

Excellent service with competent medical professionals and efficient appointment times. This is the finest general practice I have experienced.

Reception staff unhelpful when raising concerns

I would advise against registering with this practice. If you do choose to attend, I would recommend requesting a specific clinician. I had a negative experience where I felt my concerns were not taken seriously and there was a lack of professionalism in how my account of events was handled. I was disappointed by what I perceived as dismissive behaviour during my appointment. I have since raised my concerns through the appropriate channels.

Friendly and efficient with family care

My GP is the nicest healthcare professional around and has a wonderful way with my children. They are very efficient and effective at getting things done.

Reception staff seemed unhelpful and disorganised

The reception staff were unhelpful and appeared unfamiliar with their responsibilities.

Rude staff and broken callback promises

The experience was very disappointing. The staff were unwelcoming, and promised callbacks did not materialise as expected.

Rushed appointments and dismissive attitude

The service at this practice fell short of expectations, with clinical staff appearing dismissive and keen to conclude appointments promptly. I would advise prospective patients to carefully consider their options before choosing to register here, as the experience may prove disappointing.

Long wait for child's appointment

My child had to wait an extended period before being seen by a healthcare professional, which I found to be quite frustrating and concerning about the service provided.

Felt heard and taken seriously

A healthcare professional at the practice ⭐️⭐️⭐️⭐️⭐️

Kind doctor who actually listens to patients

The healthcare professional I consulted with proved to be exceptionally pleasant throughout my visits over an extended period. They demonstrated genuine kindness and made a point of carefully hearing my concerns. I would readily suggest this practitioner to others.

Online messaging would save time and frustration

I use the online system to manage appointments and to order prescriptions. Could the Message option (referenced in the online system Help section) please be activated. I recently received a voicemail on my landline from a clinician regarding blood test results from the previous week. This has created a frustrating cycle where I need to contact reception to request a callback, the clinician may ring back after I have left, resulting in another voicemail, then I have to contact reception once more. Alternatively, I feel pressured to book an unnecessary appointment simply to receive information that could be communicated another way. A secure messaging facility, should it simply require enabling an existing feature, would eliminate this inefficient back-and-forth process. I attempted to submit this feedback through the Contact Us form but encountered difficulties.

Felt genuinely listened to at my surgery

Wonderful surgery. I'm so glad I am a patient here. The clinical staff are fantastic.

Friendly podiatrist got me sorted quickly

The foot care specialist was approachable and competent, completing the appointment efficiently.