Cowes Medical Centre

Long wait on the phone for appointments

Attempted multiple calls this morning to arrange an appointment with the nursing staff for later in the week. Was unable to access the online booking system as registration had not been completed, so was directed to contact the surgery directly instead.

Got through on second phone attempt

Contacted the practice and successfully reached someone on my second try.

Poor communication led to medication errors

A series of issues arose concerning medication management and clinical care, stemming from delays in response and organisational shortcomings, which ultimately necessitated emergency intervention.

Phone lines busy but staff remain professional

We have lived in the local area for approximately a year and during our occasional interactions with the practice, we have consistently received professional and polite treatment. There may be instances where it takes multiple attempts to reach the surgery during peak times, however we recognise the significant demands and challenges that healthcare services experience. We would like to commend all the team members at the practice for their efforts. We are very satisfied with our experience.

Phone lines impossible to reach during busy periods

During the pandemic I preferred to avoid visiting the practice in person for everyone's benefit. However, I would have appreciated better telephone accessibility or additional staffing resources. After spending forty-five minutes attempting to reach someone by phone, I eventually stopped trying. Being disconnected after just six rings with no explanation was extremely frustrating. The initial recorded message seems unhelpful—it essentially directs you to call for an appointment—yet after six rings the line cuts off. This creates a catch-22 situation where you cannot book an appointment if you cannot get through. The issue does not appear to stem from clinical staff but rather from organisational and administrative processes. I would recommend the practice consider investing in additional administrative personnel and upgrading their telephone infrastructure. I am now planning to visit the practice in person to address my concerns directly with reception staff, assuming I am able to do so.

Impossible to reach by phone anymore

The phone lines are extremely difficult to get through on, with repeated attempts often going unanswered. Appointment availability appears limited, with extended waiting periods once contact is made. In-person consultations with my registered practitioner have been rare, and remote alternatives are frequently suggested. The overall experience has been frustrating enough that I now tend to use alternative services instead.

Reliable callbacks despite working long hours

I have consistently received outstanding care despite my demanding work schedule, as the practice reliably returns my calls and frequently accommodates appointments with minimal notice. It is common for people to voice complaints, yet many forget to acknowledge and commend good service when they experience it.

Receptionist's confusing explanation wasted our time

Upon arriving at the practice, we were informed that two patients were ahead of us in the queue. After sitting for 40 minutes, my wife inquired about the delay in being called through, as we had observed several other patients being summoned to see their clinician. The receptionist explained that my wife was scheduled to see a different clinician. Following an additional 40 minutes of waiting, my wife was eventually called in to see the clinician, though there appeared to be some confusion about which clinician she was actually seeing. The total time from arrival to being called through was one hour and 40 minutes, which felt like an unreasonably long wait.

Hardworking staff despite phone line frustrations

It's important to acknowledge that the team operates under considerable strain with limited resources and a high volume of patients to manage. It would be challenging for anyone to perform their duties under such demanding circumstances. They deserve recognition for their efforts. The staff demonstrate genuine care and courtesy in their interactions. While contacting the practice can occasionally be difficult, this appears to be a widespread issue affecting health centres throughout the country rather than a problem specific to this location. Their commitment and dedication are truly commendable.

Understaffed but respectful staff deserve recognition

In a town where the medical practice experiences considerable demand and operates with a limited number of full-time clinical staff, they appear to be managing as effectively as possible under the circumstances. From my perspective, approaching the team with courtesy and consideration tends to result in the same in return. Many people are critical of this practice, though they may not fully appreciate the resource constraints and personnel challenges it faces. Such criticism is ultimately unhelpful. It is a commendable practice that is adapting well to its situation.

Quick response and efficient prescription handling

I requested a telephone consultation today and received a call back within 10 minutes. My prescription was forwarded to the pharmacy straight away. Excellent service!

Felt listened to and well supported

I have only positive things to say.

Quick referral got me urgent hospital care

I recently had a positive experience when I visited my GP regarding an eye concern. The doctor promptly arranged a referral to the hospital for further assessment. The hospital department was very responsive, contacting me the next day to schedule an appointment on the same day, which I appreciated greatly.

Couldn't get an appointment after two weeks calling

I am disappointed by the standard of care available to the community through this practice. Over a two-week period, I attempted to secure an appointment through multiple phone calls without success. I also visited the surgery in person, but was unable to obtain an appointment. When appointments were eventually offered, they conflicted with my work commitments, which I was unable to reschedule. I felt that my work situation was viewed negatively rather than understood. During consultations with members of the clinical team, I experienced interactions that left me feeling undervalued and lacking in knowledge. One clinician made a comment relating to my professional background that felt dismissive when I was seeking support for my health concerns. Additionally, I was criticised regarding my patient registration status, and when I explained the guidance I had received from reception staff, this explanation was not acknowledged. Following these experiences, I do not feel confident returning for future care. I understand the practice currently operates with limited medical staffing.

Kind and thorough approach made all the difference

As people tend to remember to write negative reviews and often neglect to mention positive experiences, I felt compelled to share how kind and caring the healthcare provider has been towards my husband. They demonstrate genuine concern and approach their work with thoroughness and conscientiousness. Additionally, they have a warm and welcoming demeanor. I am very grateful for this level of care and attention, which has been deeply appreciated.

Struggling to get appointments with preferred doctor

Called at mid-morning and was informed that no clinicians were available. I was advised to contact emergency services instead. I have not had an appointment with my regular healthcare provider in over two years. Even when calling first thing, I'm told the schedule is completely full. There is one clinician who tends to have availability, but the quality of care provided is questionable. Most of the medical staff are excellent, however the particular clinician who is usually accessible is not among them. This practice was previously outstanding, but unfortunately that is no longer the case.

Phone lines constantly busy and unresponsive

The practice has difficulty maintaining phone communication, with calls frequently going unanswered or being disconnected.

Practice failed to act on earlier diagnosis

The experience was extremely disappointing. I felt that the care provided fell short of expectations for my father, who subsequently developed a serious blood condition. I believe there were concerns about the level of attention given during an earlier diagnosis in 2010.

Phone calls get through without long waits

I'm confident those earlier ratings must be from quite some time back. The doctors at the practice have been tremendously supportive and reassuring throughout our family's healthcare needs. I don't typically submit reviews, but given some of the lower scores visible, I felt compelled to share my positive experience. I've consistently been able to reach the surgery by phone and have received outstanding care from the medical staff. There was one occasion with a locum doctor early on after relocating, but the permanent team members and front desk staff have been consistently excellent. Thank you for the care provided. On a separate note, I did have a different experience with the pharmacy downstairs, where I was told something couldn't be done with a prescription when I believed it actually could be.

Phone line keeps cutting off mid-message

Frustrating experience with the practice's phone system. We encountered repeated difficulties reaching the surgery over a couple of days, with automated messages that would disconnect before completion. Additionally, my partner received ongoing treatment for recurrent respiratory infections over an extended period, only to discover later that a more serious underlying condition had been present. This experience has left us feeling that the care provided fell short of expectations.