Coxhoe Medical Practice

Patient Experience Summary

Feedback reflects a mixed experience across the practice. Many patients commend the welcoming approach of the team, describing staff as courteous, helpful, and organised, with particular praise for reception courtesy and clinical responsiveness. Several patients report positive experiences with appointment scheduling, clear communication, and effective problem resolution. However, concerns emerge around appointment access, with some patients finding it difficult to secure in-person slots and others reporting challenges reaching the practice by telephone. Medication refill delays and inconsistencies between information provided online and actual booking procedures have also been noted. A small number of patients reported concerning interactions with reception staff and clinical teams, describing experiences as dismissive or lacking responsiveness to their concerns. Administrative issues, including medication access problems and delays in clinical callbacks, feature in feedback alongside observations about staffing resource constraints affecting service delivery.

The practice demonstrates considerable capability in clinical care and patient-centred support when patients access appointments, with strong examples of diagnostic efficiency and compassionate care. Reception experience appears variable, with most interactions described positively but some patients reporting unwelcoming manner or lack of understanding. Appointment availability and telephone accessibility remain the most consistent areas of difficulty, particularly affecting patients with work commitments or those new to the practice. These operational challenges appear to be the primary driver of patient dissatisfaction, despite broader strengths in clinical competence and team approach.