Cumberland House Surgery

Friendly staff made me feel welcome

Always positive; the clinical staff, nursing team and reception staff have been helpful. Thank you.

Poor phone service and pharmacy communication issues

The telephone experience was quite disappointing. There seemed to be significant communication difficulties between the practice and the pharmacy.

Long waits despite booking appointments ahead

On two separate occasions, I have scheduled appointments for my young child and experienced significant delays on both visits, waiting considerably longer than the scheduled time. I am currently waiting well past the original appointment time that was set for the afternoon.

Easy evening appointments for working people

Relocated to the area approximately a year ago and joined this practice. Very satisfied with the overall organisation and facilities. The team demonstrated helpfulness, friendliness and a genuine care approach. Convenient appointment availability including later slots in the evening, which works well for those with work commitments. Would recommend to others.

Easy to reach reception even at peak times

Wonderful staff and outstanding care. I have consistently received same-day appointments whenever I have needed urgent attention, so I find it puzzling when others mention difficulty obtaining appointments. I always feel heard and understood, and have experienced prompt referrals for ongoing concerns. I have been able to reach reception without difficulty even during peak calling times in the morning, with occasional waits of around 20 minutes which seems entirely fair given how busy that period is.

Reception staff helped with last-minute appointment changes

Over the past 18 months I've been dealing with ongoing pain and the reception team have supported me in every possible way, whether it was accommodating last-minute adjustments to appointments via telephone, assisting with administrative tasks or simply showing kindness and compassion during our interactions, they have been exceptional! The physiotherapy service, mental health support, the nurse practitioner and several of the clinicians I have consulted have all facilitated the scans and specialist appointments I've required, they have provided genuine support and I have felt truly valued and cared for, particularly by certain members of staff who have helped reduce my anxiety about my situation and when I'm able to visit the practice in person it's genuinely rewarding to see them, thank you so much! The reason for the slightly lower rating is simply because one of the clinicians occasionally gives me the impression of redirecting me to specialists or the pain management team rather than fully addressing my concerns in that moment, but this has only happened occasionally and everyone else has consistently been excellent.

Turned away for being five minutes late

I would rate this experience far below satisfactory if possible. I arrived five minutes late to my appointment due to traffic delays and was informed that I would need to reschedule. For the following two appointments, I made an effort to arrive ten minutes early, yet I experienced significant waiting times of approximately 40 minutes for the first visit and 30 minutes for the second. Regarding prescription authorisations, the process has been problematic. I received approval for one of two prescriptions, and the pharmacy subsequently advised me to contact the practice again regarding the other. I have found the overall standard of service to be consistently disappointing across multiple aspects of my care.

Reception dismissive during urgent pregnancy concern

I am in the early stages of pregnancy and experienced some bleeding today. I contacted the surgery to request a referral to the early pregnancy assessment service, as I was informed they require a referral before they can see me. When I called, the receptionist's manner felt dismissive and lacked empathy while I was distressed. She indicated that she had spoken with a clinician who would call me back to gather additional information before proceeding. I found this approach frustrating, particularly as I have already confirmed my pregnancy through multiple tests. To make matters worse, I was told a clinician would contact me by 5:30pm, but this call never came. I have spent the evening at home feeling anxious about my situation while feeling that the practice has not prioritised my concerns adequately. I am disappointed with the level of care and responsiveness I have received from this surgery. I previously attended a different practice in another area which I felt provided more attentive and compassionate care. I am frustrated that despite being a working taxpayer, I have not received the standard of service I would expect during what is a worrying time.

Receptionists need better phone manners

The clinical staff are pleasant, however most of the reception team could improve their approach bar one exception. It is extremely difficult to reach the practice by telephone. When calls are answered, there is often a lengthy wait and calls may be disconnected. When contact is established, the interaction can feel dismissive and lacking in courtesy, with an unnecessarily intrusive manner.

Surgery failed to respect patient confidentiality and appointments

I would strongly advise against using this surgery. There are serious concerns about how they handle confidential information and data protection compliance. On multiple occasions, they have contacted the wrong person to arrange appointments when they should have contacted me directly. I am very upset and frustrated with the service provided. Due to what appears to be administrative errors, I have missed important appointments. My family member became aware of sensitive personal information through the surgery after they repeatedly called about appointment scheduling. The surgery did not correct this mistake, did not rebook my missed appointments, and did not inform me that my confidential information had been shared without my permission. The issue with information being shared occurred over a two-month period. I made a complaint about this in the first month, and a second complaint to a manager in the second month, who said they would resolve the matter and contact me to reschedule. This contact never happened, and I was never notified about the breach of my data protection. On one occasion, I had a telephone appointment scheduled for mid-afternoon. By early evening, I had not received a call. I rang twice to follow up and was told I would be called back by the end of the day as staff do not work beyond that time. This call did not come, showing a lack of respect for patients' time. Later that week, I attended an in-person appointment only to find the staff member was absent due to illness. I had not been informed of this cancellation and had wasted time attending the surgery and taking time off work. Earlier in the year, I was double-booked. The surgery called an hour before the appointment asking me to rearrange my schedule due to their error. I declined to do this, so it did not impact me. The apparent disregard for patient confidentiality is concerning, as is the lack of accountability. Most troubling is that my clinical information appears to be recorded on another person's medical record. I intend to escalate this matter to the appropriate regulatory bodies as I am extremely concerned about how my data has been handled and the failure to notify me of these data protection breaches.

Reception staff unhelpful with appointment availability

The standard of care at this practice has been disappointing and appears unchanged despite previous improvements. The service feels inadequate, particularly when attempting to book appointments, as availability is consistently limited and patients are frequently directed elsewhere. The reception staff seem to overstep their role, and overall the experience has been unsatisfactory.

Helpful staff but phone lines always busy

The practice delivers a professional standard of care, though there appears to be a need for additional staffing resources. Reaching the surgery by telephone can occasionally prove challenging.

Reception listened and helped with multiple concerns

I've attended an appointment at this surgery and it was absolutely fantastic. The clinician I saw was the first healthcare professional here who actually took care of me. I had a skin concern addressed, but they were ready to help me with my other complaints and concerns. You can definitely tell this person loves their job and has got a lot of knowledge!

Receptionist sorted my prescription problems with style

What a wonderful practice. The receptionist provided first-class service and, working together with the administrative team, they resolved my prescription issues effectively and professionally. Everything was handled well and I'm very grateful.

Receptionists made booking face-to-face appointments easy

The practice has made considerable progress in recent times. The reception team has consistently been supportive, and I have regularly been able to secure in-person appointments without difficulty, even when this wasn't readily available elsewhere. I have experienced no issues with referrals to secondary care or other healthcare providers, or with accessing imaging services when required. I would strongly recommend this practice as a preferred option in the local area.

Reception staff were prompt and efficient

Excellent experience throughout my visit. The front desk team were responsive and organised, with quick scheduling and timely follow-up care. I really appreciate the high-quality service provided, it was truly outstanding.

Quick appointments and helpful reminders

My spouse and I have both required medical appointments in recent times. We were both able to see a clinician within a reasonable timeframe, and the experience was positive for us both. The practice maintains good communication through regular outreach for preventative care and immunisations. Overall, we have found this practice to be of a high standard.

Good access for disabled patients

Accessible and straightforward for individuals with disabilities.

Staff were dismissive and unhelpful throughout visit

No stars. The staff were absolutely awful and rude. The level of care fell well short of expectations. I would not feel comfortable entrusting my health to this practice. The clinical team were equally disappointing.

Felt genuinely listened to and at ease

I had a wonderful experience with the healthcare professional at my appointment. This person demonstrated exceptional care and compassion, treating everyone with respect regardless of formality. They were genuinely engaged and attentive, putting both myself and my family at ease throughout the consultation. Everything was explained clearly and thoroughly, which I really appreciated. I have great admiration for their approach to patient care and the way they interact with people.