Cornford House Surgery

Patient Experience Summary

Patient feedback reveals a mixed experience at the practice, with significant variation in service quality across different areas. Clinical care from doctors and nurses is frequently praised as compassionate and responsive, with patients noting attentive listening and supportive treatment. However, reception experience presents a stark contrast, with multiple reports of discourtesy, rudeness, and lack of professionalism during phone interactions and in-person visits. Patients describe lengthy phone wait times, difficulty reaching staff, and instances where receptionists appeared dismissive or unhelpful when booking appointments.

Appointment access and booking processes emerge as consistent pain points, with patients reporting difficulty securing timely slots, cancelled or incorrectly scheduled appointments, and frustration with online booking systems. Medication processing also features as a recurring concern, with reports of delays in prescription approvals and pharmacy coordination issues. Vaccination services, by contrast, received strong feedback for organisation, planning, and courteous staff conduct.

While some patients experience welcoming and accommodating reception staff, others report disrespectful treatment and poor communication. The practice demonstrates capability in delivering clinical care and managing specific programmes effectively, yet struggles with accessibility, appointment management, and consistent courtesy across all patient interactions.