Court Thorn Surgery

Friendly reception made the visit pleasant

An excellent surgery with a highly capable team.

Helpful support with medication query resolved

Had a query regarding a family member's medication and I'm grateful to the staff member who was so kind and helpful in resolving the matter. Thank you.

Same-day appointments put us at ease

We've had a wonderful experience with Court Thorn Surgery during our daughter's early years. Appointments are consistently available when we contact the practice, or we receive useful guidance, which has been particularly reassuring as new parents. Our latest visit was excellent. The clinician was warm and approachable, and even created a playful distraction using a surgical glove to help our daughter feel comfortable. We felt heard and properly supported, and would strongly recommend the practice.

Reception failed to send promised paperwork on time

Would rate lower if the system permitted it. This practice previously maintained high standards and I had given it top marks in the past. However, my recent encounters have been deeply disappointing. I felt the approach to managing a family member's care fell short of expectations. I was also concerned about how elderly relatives were treated during a difficult period, particularly when one was nearing the end of life. The practice did not provide documentation as promised, which created complications for funeral arrangements and caused considerable upset when family members had already made travel plans. I am frustrated that I must continue using this surgery as alternative options are limited in the area. It troubles me that public funding supports a service I feel has not met appropriate standards. The experience has been far below what I would expect, and I believe a private business operating at this level would face serious consequences.

Staff made time when surgery was closing

I had two interactions with the practice this week. The first was a scheduled appointment where the clinician was extremely helpful and took time to review my overall health. Later in the week I called into the surgery outside of consultation hours when staff were preparing to leave for the day. I did not expect to be seen but a clinician made time to see me regardless. The clinical and reception staff are all excellent. This is a safe, reliable, effective and well-led practice.

Friendly staff doing their best under pressure

The practice makes a genuine effort to ensure patients have a positive experience, despite the challenging circumstances they currently face.

Same-day appointment when I needed it most

I had a concern about a matter I wished I'd addressed sooner, and it came up just as I was about to leave for an extended break. I requested an appointment for the next day, anticipating I'd be turned away. Instead, I was given a slot the same day, and one of the clinicians, who wasn't scheduled to see patients that day, made time to see me. What can I say? Exceptional! There's plenty of talk about the difficulty of securing GP appointments nowadays, but I can only speak to my own experience—the practice exceeded what I thought was possible. I'm very appreciative and grateful for the care shown.

Reception staff could show more empathy on calls

The approach taken by the administrative staff requires careful consideration, particularly regarding the quality of interactions during phone calls. There were instances where the tone felt dismissive and the caller felt rushed off the line. When seeking an appointment recently, I was informed of a significant waiting period but was not made aware of alternative options that might have been available. Callers are frequently directed to use online systems rather than receiving assistance from the person answering the phone, which may present challenges for certain demographics. The revised appointment booking system shows some improvements, though initial telephone consultations with clinical staff could potentially reduce unnecessary face-to-face visits, as many matters could be addressed through discussion alone. There are also concerns about the manner and demeanour of certain clinical staff members involved in specific areas of care, who came across as unwelcoming and unapproachable. Overall, there appears to be scope for improvement in how patients are treated and supported when contacting the practice.

Hard to book appointments, receptionists blame patients

I previously considered this to be an excellent practice, however accessing appointments has become increasingly difficult. Some members of the reception team (though not everyone) appear to make errors that are subsequently attributed to patients rather than acknowledged as mistakes. On several occasions, I have felt dismissed and undervalued. Unfortunately, the overall standard of the practice seems to have declined. That said, when I do eventually manage to see a clinician, I am typically satisfied with the consultation itself, though the process to reach that point often feels unnecessarily prolonged.

Reception staff were genuinely helpful and kind

Upon reviewing the feedback for this surgery, I was surprised by the number of negative comments that appeared. However, my own experience has been entirely positive, with consistently courteous and supportive interactions at reception and excellent clinical care throughout. The integrated pharmacy service has also proven to be a valuable addition to the practice.

Reception couldn't clarify the triage process

The recent triage process felt inefficient and unhelpful. The reception staff member was unable to confirm whether I would hear from a clinician on that particular day. By the time I received a text message requesting that I submit a photo of my concern (rather than a phone call as I had been led to understand), I had already attended an alternative walk-in centre for assessment.

Getting through to speak with a doctor is difficult

The practice previously provided a high standard of care, but accessing medical consultations has become increasingly difficult, and obtaining face-to-face appointments is now particularly challenging.

Home visit ended with insensitive cancer suggestion

In my experience, this clinician displayed an approach that I found unhelpful and lacking in compassion. During a home visit for a minor concern, the conversation took an unexpected direction that I felt was inappropriate and alarming. On a subsequent visit, when I sought assistance regarding foot-related symptoms, rather than receiving a referral for specialist assessment, I was instead presented with suggestions about regulatory matters concerning my driving status. I do not feel this clinician provided the standard of care I would expect from a general practitioner.

Prescription promised but never arrived at pharmacy

I contacted the surgery regarding a prescription for my young child and was assured it would be sent to our local pharmacy. However, when we made a significant journey to collect it, the prescription had not arrived as promised. This was frustrating given the distance we travelled and the inconvenience caused. I was disappointed with the level of service provided and felt let down by the assurance given that the prescription would be ready. Based on this experience, I would caution other patients about relying on similar commitments from this practice. I remain an unhappy patient.

Long wait and cancelled appointment without notice

I have visited this pharmacy on several occasions for various health matters and appointments. Today I attended for a scheduled injection and experienced a significant wait of around 40 minutes before being seen. Upon arrival, I was informed that the appointment had been cancelled without prior notification, which was disappointing for both myself and my accompanying family member. This situation has left me frustrated with the service provided. I am considering making a formal complaint about this experience and would not recommend this particular location to others, as I have found alternative providers to be more reliable.

Reception staff could improve their manner

A reasonably good practice with supportive clinical staff, though this is somewhat undermined by the manner of some administrative and pharmacy personnel. The front-facing team can come across as lacking in compassion and rather curt during telephone interactions, which can be discouraging and affect willingness to attend appointments. There have been occasions when family members have left feeling upset following interactions at reception, and this appears to be a recurring concern that others have also experienced.

Helpful staff across all departments

The medical team and pharmacy personnel provided excellent service.

Pharmacy team proactively checks prescription changes

Excellent pharmacy and medical facility. A senior member of the dispensing team who proactively reaches out to patients by telephone to discuss any concerns regarding prescription changes and to arrange necessary follow-up care. Part of the quality-focused team at this integrated surgery and pharmacy service.

Helpful team that listens to patients

Excellent practice with a supportive approach, making me feel genuinely appreciated as a patient.

Grateful for the care we received here

Both my husband and I would not be here if it had not been for the excellent care and support provided by the medical team at this surgery. Thank you all.