Crookes Practice

Poor Care

Three of my last four referrals have not been made, causing delays to my treatment. Appointments offered are with doctors not permanently employed by this practice - I have no idea how to get an appointment with a partner. It's impossible to achieve continuity in care and you waste time explaining the situation to different doctors time and time again. Getting decent care seems like a permanent battle - I have to consider the best approach, contact the practice and then check that they have done what was promised. (Frequently they do not). They also do not remind you that reviews (or vaccinations) are due either at all or certainly not in a timely way. I have been a patient for over 20 years and the quality of this practice's service has reduced so much over the past decade.

Practice on the slide

I've been registered at this practice for over a quarter of a century. When I first went there it had a high reputation. I'm afraid my experience is that it has been on the slide for at least a decade. Appointments have to be booked so far in advance (especially if you attempt to do so online) that you'll either be cured or dead by the time a doctor is able to see you. The practice appears to pay little heed to the fact that many of its patients work and persists in predominantly offering appointment times which can only be met by absenting oneself from work. I'm tempted to suggest that the practice operates for its own convenience, not for that of its patients. My recent experience is as follows: I was offered an RSV vaccination. I accepted the offer and booked a time, only for this to be cancelled without explanation. None of the meagre selection of alternative times then offered were ones I could make. I requested a referral letter from a GP to a consultant surgeon. The matter to be dealt with had been handled in various hospitals, but had been comprehensively reported to the practice, which had all the information it needed for such a letter. The practice insisted that a f2f consultation take place, at a date 3 weeks AFTER my consultation was scheduled (of which they were aware). What was to be gained from such a consultation? There are at least two other similar examples of ineptitude (and frankly poor care) I could report. I can honestly say that I now try to avoid face to face consultations with the members of this practice. I have lost all confidence in them.

No patience for patients

Poor treatment. Lack of follow up. No connection between appointments or seeing the same doctor twice, unless you want to wait 4-6 weeks for an appointment. Appointments are very difficult to get- require phoning at 8:15 exactly. 8:17 will be too late all appointments gone. GPS seem stressed and very conscious of costs, skimp on referrals and don’t follow-up with you.

Phone reception could be more patient

I recently had a frustrating phone interaction with reception staff. The person who answered was dismissive and impatient, interrupting me and adopting a defensive tone throughout the call, which felt quite absurd. The experience was disappointing. When I subsequently contacted another GP practice, the receptionist there was considerably more pleasant and professional, which highlighted the contrast quite sharply.

Lack of continuity caused medication error and stress

I have been attending this practice for nearly two years, and regrettably, my experience has been quite unsatisfactory owing to a significant absence of consistent care throughout my time as a patient. During my period here, I have only been able to attend one in-person consultation. Following that clinician's absence, my care was transferred to a different practitioner without an adequate handover process. This lack of continuity resulted in a concerning issue relating to my treatment plan. I eventually needed to escalate the matter to the Practice Manager to have it addressed, which proved to be a frustrating and avoidable situation. It is disappointing to be transferred between different clinicians without any sense of stability. Although the manager ultimately resolved the problem, I remain dissatisfied with the overall administration and the way patient transitions are managed. I would welcome seeing enhancements in how the practice handles patient information systems and manages staffing transitions going forward. Additionally, I have observed that the reception area contains a substantial number of papers and various pieces of information displayed on the walls, which raises concerns about the physical environment and safety standards.

Practice has genuinely improved with better listening

In the past, I held a negative view of this practice, but I must acknowledge that the clinician I saw is a real asset to the organisation, the service and the NHS—demonstrating kindness, compassion, and patience while remaining focused on what truly matters.

Couldn't get proper help when I needed it

Extremely disappointing experience, I would advise caution before attending. I felt compelled to seek care elsewhere as I did not feel my needs were being adequately addressed.

Long wait for an appointment slot

It took approximately a month to secure an appointment.

Reception staff attitude needs improvement

I recently had an interaction with a member of the reception team that was disappointing. It's unfortunate because the rest of the staff at this practice have consistently provided excellent service, but on this occasion, the receptionist's manner fell short of the professional standard I've come to expect. The interaction left me feeling that this particular staff member may not be well-suited to a role that requires patience and courtesy with patients.

Friendly staff made booking straightforward

The team demonstrated a welcoming approach and managed appointments in a timely manner.

Friendly reception and efficient appointment booking

Excellent facility. The clinical team demonstrated outstanding professionalism and commitment to patient care.

Phone lines get busy in the morning

When you ring in the morning at 8:15 and are told the appointments are full, and then you're informed to try calling back the next day, it feels like you're being given the runaround.

Caring staff let down by booking system

The clinical staff at this practice are wonderful, demonstrating genuine kindness and attentiveness in their care. The appointment scheduling system, however, presents significant challenges and is quite frustrating, though it remains unclear whether this is a widespread issue across similar healthcare facilities.

Appointments available and genuinely on our side

Have been very impressed with the practice after recently registering my family member there. Appointments have been readily accessible, and I've found the standard of care to be excellent. There's no perfect healthcare service, but I genuinely feel this practice has my family's best interests at heart and is doing their utmost to support us, given the current circumstances. Can't ask for much more than that.

Reception staff were prompt and helpful

I was very pleased with the care I received and the efficiency of the front desk team. I'm grateful for their support during a challenging time. The reception staff were excellent in how they handled my needs. The clinician showed great compassion and understanding throughout my visit.

Felt rushed and not properly listened to

An unsatisfactory experience with this general practice.

Struggling to book appointments and get through

It is extremely difficult to secure an appointment or reach someone by phone. Additionally, when visiting in person to request an appointment, patients are required to discuss their needs loudly at reception due to the layout of the desk area, only to be informed that no slots are currently available.

Quick appointments and genuinely friendly staff

I have consistently experienced prompt appointments at this practice, and the team has consistently demonstrated friendliness, helpfulness, and professionalism throughout my visits.

Impossible to book an appointment here

I am extremely frustrated with the service provided. The situation feels urgent and critical to me, and I need to see meaningful improvements made immediately.

Phone queue kept hanging up on me

I have been attending this practice for over two decades and have noticed a considerable shift in how the reception team interacts with patients. I attempted to contact the practice to request a repeat medication for my son, deliberately calling in late morning to avoid peak appointment times. Despite waiting for 25 minutes, when the phone was finally answered, the call was disconnected immediately. This happened twice. I was unable to persist with further attempts as I needed to attend to my work commitments.