Cowes Medical Centre

Continual Bad Experiences - no support from Practice Manager

I have unfortunately had several negative experiences with a particular female GP at Cowes Medical Centre, and I feel it is important to express how unacceptable the standard of care has been. She has consistently shown a lack of compassion, unwillingness to listen, delayed repeat perscriptions and has no interest in understanding my concerns when I have sought support. These interactions have left me feeling dismissed rather than cared for. I am not someone who seeks medical attention unnecessarily; I only contact the surgery when it is genuinely required. Despite this, the GP’s manner has been abrupt, unprofessional and at times quite distressing. I even recevied a text message which was unnecessarily harsh and reinforced my view that she does not demonstrate the qualities expected of a GP. I raised these issues with the practice manager and requested to be moved to another doctor due to the ongoing problems. However, my request was blantly ignored and I remain allocated to the same GP. I have since spoken to other patients who have had similar experiences and who also feel she has a very poor reputation. Based on my interactions, I do not believe this GP is suited to a role that requires empathy, patience and effective communication. I am extremely disappointed with the lack of support and the failure to address my concerns.

Reception staff went out of their way to help

I have consistently enjoyed my visits to this medical centre. The front desk team demonstrate friendliness, helpfulness, and compassion, regularly making extra efforts to support patients. The clinical staff display professionalism, attentiveness, and genuine care, ensuring they give patients their full attention without conveying time pressure. Despite periods of high demand, the entire team demonstrates commitment to delivering high-quality care and assistance. I am genuinely appreciative of the compassion and commitment demonstrated by all staff members. I would strongly recommend this practice.

Friendly care but surgery's stretched thin

The healthcare provider was pleasant and approachable, though like many medical practices, the facility appears to be managing challenges with the volume of patient demand.

Easy to reach with prompt service

Convenient transport links nearby with good parking availability Straightforward entry to the facility Attended the dental department Received timely attention

Long wait times and poor communication

I had a deeply negative experience at this practice. I believe my family member received an incorrect assessment during a previous visit, and I feel this contributed to a serious health outcome. I would recommend considering alternative healthcare providers if possible.

Phone lines constantly busy and unhelpful

I have been waiting for quite some time to get an appointment and keep being asked to ring back, but then the phone lines become unavailable so it is impossible to get through. The practice needs to recognise that not all patients are comfortable using the online consultation system and many would prefer to speak directly with someone rather than use digital alternatives. The phone service requires improvement and additional staff would help manage the volume of calls more effectively.

Smooth blood test from start to finish

The healthcare professional was excellent, drawing blood with such skill that I barely felt anything at all. From beginning to end, the entire experience was flawless and I had no complaints whatsoever.

Quick response to my health request

I submitted a Rapid Health request and received a phone call within an hour. The clinician provided guidance and arranged a referral for imaging. The service was excellent.

Reception staff spoke over me without listening

I enquired about scheduling an appointment and mentioned to the receptionist that I was unable to book through the NHS app or via the new system, so I was seeking alternative booking methods without needing to visit in person and use the iPads. The receptionist spoke over me repeatedly, insisting the system had been functioning properly throughout the day and suggesting the issue was with my internet connection, despite my having verified this was not the case. The interaction felt hurried and dismissive, with the receptionist not appearing to listen to my concerns. There was minimal waiting time, with only one other person ahead of me.

Persistent phone call led to swift specialist referral

I would like to share something with you all. Yes, anyone can develop certain health conditions, so it is important to be aware of your body and seek advice when needed. I waited for quite some time to secure an appointment with a healthcare professional. I attended with a concern and was worried about a serious condition. The healthcare professional I saw was excellent and provided a referral for me, explaining clearly that I would be referred for further investigation as a precaution, and reassuring me that it was likely nothing to worry about, but that it was sensible to have it checked. When I attended the hospital, within a week I had several diagnostic tests and consultations with specialists, with all results provided within a couple of hours. Absolutely outstanding NHS care, and I was genuinely impressed by how kind and efficient everyone was, from the reception staff onwards. There are dedicated staff members who genuinely want to help, though not uniformly across all areas, but this often comes down to training and support needs in certain departments. Overall, my advice would be to be patient, try to be clear and concise about what you need, and perhaps prepare a list of your symptoms so that when you get through you are ready to explain your concerns. The practice is particularly busy at certain times, so being prepared helps both you and the staff. Try to stay calm and focused, and above all, approach the process with patience and understanding, as this may benefit your care in the long run.

Kind consultation that eased my worries

I had a consultation with a particularly compassionate healthcare professional today who helped ease my concerns and worries. I'm very grateful for their support.

Practice ignored legal data request for months

The practice has not followed proper procedures when handling data requests, and attempts to ignore these matters have not resolved the situation. Legal proceedings have become necessary as a result. This issue has persisted for an extended period, which raises concerns about the handling of the matter.

Friendly staff listened and took time with us

Excellent medical practice! Both my partner and I have consistently received courteous and warm treatment. Despite managing a substantial patient load, the team makes genuine efforts to accommodate everyone promptly and ensures each person receives adequate care and consideration. The clinicians I have consulted with have demonstrated friendliness, genuine engagement with my concerns, strong clinical knowledge and a proactive approach to investigation and management. The entire team, encompassing administrative and telephone support staff, have consistently shown courtesy, support, professionalism and a helpful attitude. The premises have maintained high standards of cleanliness, organisation and a welcoming atmosphere throughout. Would happily recommend! Thank you to all the staff at the practice!

Private letter opened by reception staff without consent

I submitted a letter to a clinician by posting it through the practice door as I was unable to reach anyone by telephone. I clearly marked the envelope as private and addressed it to a specific clinician, intending for them to read it confidentially upon their return. After several days without a response, I called the practice to follow up. The receptionist informed me the clinician was absent that week, which I understood. However, I was then told that the letter had been opened and read by reception staff, who proceeded to discuss its contents with me over the phone. I felt this was a serious breach of confidentiality and privacy. The letter should have remained sealed and been handled only by the named clinician upon their return, with any necessary follow-up arranged through appropriate channels. This experience has left me with significant concerns about how the practice handles confidential correspondence. I also found some interactions with reception staff to be unhelpful and dismissive. The appointment booking system is frustrating—when calling for an appointment, I am asked to explain the reason for my visit, yet I am frequently told to call back the next morning when lines are busier. If appointments cannot be offered based on the information provided, there seems little point in requesting these details in the first place.

Phone prescription team dismissive about inhaler concerns

Called regarding a medication refill and was transferred to the relevant department. I mentioned that my current inhalers seemed less effective than previous versions. The response suggested they had no personal experience with the product, followed by requests to submit written correspondence and consult with a pharmacist about potential product variations. I found the interaction dismissive and lacking in practical support. The insistence on written communication felt outdated and frustrating.

Receptionist rudeness and impossible morning appointments

There's impolite, there's quite impolite, and then there's the reception experience at this medical centre. Then there's the early morning appointment availability challenge, which has recently expanded to include online consultation access. You'd need to be in excellent health and have considerable resilience to navigate this healthcare facility.

Receptionist wouldn't let wife book appointment for me

My spouse contacted the practice this morning requesting an appointment on my behalf but was informed that I would need to call directly so they could confirm my identity, after which someone would ring back to determine whether the matter required urgent attention. It is unclear how such an assessment can be made over the telephone. Additionally, my spouse experienced illness several weeks prior and was prescribed medication that caused an adverse reaction. When they notified the practice, no follow-up call was made and they were met with an unhelpful attitude. A new complaint was raised on one date, and on another date I requested that a clinician contact me regarding medication I had received elsewhere, as I was experiencing side effects. The receptionist indicated a callback would occur within 48 hours. I subsequently received a call from the practice asking why I had not completed a checkbox for my regular medications, to which I apologised for the oversight. I then enquired about the expected callback, and was told this fell outside their remit but that they would look into it. They called back later stating they would resubmit the request, but noted that as I have relocated outside the local area, I would need to register with a different practice. Regarding the clinician's callback, they stated there were no records of such a request. I expressed frustration that reception staff should perform their duties properly rather than making decisions about healthcare matters. The response I received—that I must change practices and an apology—felt inadequate. The service provided was poor.

Practice left me doing my own research

It's adequate. The specialist was unable to identify a lump on my foot and offered no clear explanation, leaving me with ongoing discomfort. I took matters into my own hands to address it. I've struggled to access shared care arrangements for my neurodevelopmental condition here. I've needed to conduct my own research regarding my hormonal concerns. When I requested comprehensive blood testing for thyroid function, I only received partial results. I ended up arranging additional testing independently. While the staff appear to make genuine efforts, I've found myself seeking private care for most of my healthcare needs. The practice seems to prioritise financial considerations. My acquaintance has been able to access shared care arrangements at another local practice.

Prompt and friendly care from start to finish

I am very grateful for the prompt, courteous and effective care I received during my recent visit. The entire team, including reception staff, nursing staff, and the clinician, provided excellent service.

Long phone waits made things worse

The phone service at this practice involves lengthy wait times, often exceeding 45 minutes to reach someone. Even straightforward enquiries take considerably longer than expected to receive a response. From a business perspective, the communication delays appear to create unnecessary stress, particularly when urgent matters arise. Due to these difficulties, I found myself needing to contact alternative services for assistance.