Cumberland House Surgery

Couldn't reach reception but phone lines need improvement

Unfortunately I had to visit the surgery today. After numerous attempts to make contact over an extended period during morning hours, I was unable to reach the reception team to discuss my health concerns and need for medication. Thankfully, although I could not enter the building, the reception staff at the door were very helpful. A clinician called me later in the morning. They are an excellent and caring practitioner. Following a telephone consultation where they reviewed my medical records on screen, they prescribed the necessary medication and provided guidance on what steps to take should the treatment not resolve my condition. Sadly I felt compelled to visit in person and risk potential transmission of my infection. I was not alone in this situation, as there were others waiting outside who had also experienced difficulty getting through on the phone. There appears to be a significant issue with insufficient staffing to manage telephone enquiries. The constantly engaged line is problematic and represents a longstanding concern, not merely a recent issue. The surgery itself is excellent with friendly and professional staff. It would be unfortunate if this persistent telephone accessibility problem were to undermine the otherwise high quality of service provided.

Phone queue made booking impossible

Disappointing experience with accessing care. I spent considerable time attempting to reach reception to book a consultation, and when I finally connected with someone, I was informed that all available slots had been filled. This was frustrating given the wait involved. The practice appears to operate on an emergency-only basis for same-day availability, which doesn't accommodate routine healthcare needs. Very unsatisfactory.

Couldn't get through on the phone

I would prefer not to rate this practice at all. I found my experience to be extremely disappointing.

Couldn't get appointment for persistent cough

Attempting to secure an appointment for a persistent respiratory issue that has been affecting my sleep and causing disruption during work has proven difficult. The standard response received was to contact the practice at the start of the next business day, with no immediate assistance offered despite the ongoing nature of the problem. This situation is becoming increasingly frustrating.

Receptionists demand too much personal information

It's concerning how patient privacy seems to have changed in recent times. The process requires sharing detailed health information with reception staff, and there appears to be a system where only those with the most urgent needs progress to see a clinician. Others are essentially turned away. It feels as though one must be in a critical condition to secure an appointment nowadays.

Couldn't get through on the phone line

This practice is not suitable for my needs, and I feel I must seek care elsewhere.

Walk-in appointment sorted same day

Excellent practice. The team members are remarkably helpful and friendly. I arrived as an unscheduled visitor from outside the local area and was temporarily registered, then offered an appointment the same day. The level of service provided was outstanding. Absolutely wonderful, thank you very much.

Busy surgery but worth the wait

A hectic practice, though if you remain patient and courteous, same-day appointments are typically available. I have found my visits to be quite positive overall.

Can't get through on the phone line

Terrible experience trying to access care. I urgently needed an appointment but was unable to get through. The appointment system is extremely frustrating.

Impossible to book an appointment here

It is extremely difficult to secure an appointment at this practice.

Long phone wait followed by refused appointment

I have never been so disappointed with this surgery. When I called to arrange an appointment, I spent considerable time on the phone only to be informed that no routine slots were available and they were only accepting emergency cases. I then visited the surgery in person and found it appeared quiet with limited activity visible. I had scheduled appointments with certain practitioners who I felt were dismissive and unhelpful, and they declined to see members of my family when advised to return if their situation deteriorated. I was shocked that the staff seemed unwilling to see patients and appeared to refuse care, which contradicts their stated commitment to patient care. I would recommend that others consider registering elsewhere as I believe better service can be found at alternative practices. While waiting, I observed what appeared to be staff in an adjacent room who did not seem to be attending to patients. Overall, I found my experience unsatisfactory and felt the service fell short of expectations.

Phone lines clogged, appointments gone by ten

This facility does not operate like a traditional doctors surgery but rather functions similarly to an accident and emergency department. It is not possible to book an appointment in advance to see a clinician; instead, you must call on the day itself and hope that an appointment slot is available. Additionally, the phone lines do not become accessible until 10.00 in the morning, by which time all available appointments have typically already been allocated. I simply wanted to arrange an appointment for my son, as his specialist had advised him to do so prior to an upcoming procedure. This experience was extremely frustrating.

Slow report completion despite repeated follow-ups

I have been awaiting a medical report to be sent to an insurance provider for nearly six weeks. Initially, the practice declined to prepare the report without payment from the insurance company, and despite receiving that payment almost four weeks ago, the report remains incomplete. Both myself and the insurance provider have made multiple enquiries about the status of the report, yet there appears to be little sense of priority given to its completion. During one of these calls, a member of reception staff suggested that this type of work falls outside NHS responsibilities, which seemed an odd justification given that the practice had already accepted the payment for this work. Overall, I found the service to be rather inefficient.

Phone lines constantly busy and hard to reach

This service falls significantly short of expectations. The experience began with a call made shortly before 8.30, when I was unaware of the appointment booking time restrictions. The person who answered came across as dismissive and unhelpful in their response. When I called back immediately after 8.30, I encountered persistent difficulties reaching the practice, with repeated busy signals and dropped calls. These communication challenges appear to be an ongoing issue with this practice, which gives the impression that patient concerns are not being prioritised. The area would benefit from additional medical facilities, as the current provision seems stretched and unable to meet demand effectively. Some members of the administrative team appear to lack the appropriate skills for their roles. The consistently poor feedback visible online reflects these widespread concerns about the service quality.

Long phone waits and dismissive reception staff

I would rate this practice much lower if possible. The overall experience has been deeply disappointing, with interactions that felt unwelcoming. Obtaining an appointment presents significant challenges, as you must call on the specific day you wish to be seen and cannot select your preferred time slot. This system seems impractical for those with work commitments or other time-sensitive obligations. When calling, there is typically a lengthy wait on hold, sometimes around ten minutes, before someone answers in a manner that feels dismissive. Upon reaching reception, you are required to disclose your medical concerns over the phone. When I expressed discomfort with sharing private health information in this way, I was told this would prevent me from being seen. After declining again, a clinician contacted me directly. However, rather than addressing my concerns, this clinician expressed frustration with my reluctance to discuss my condition with reception staff, suggesting I was being unhelpful and disrespectful of their time. This approach felt counterproductive and left me feeling that patient comfort and privacy are not prioritised at this practice.

Phone lines impossible to get through on

I find it very frustrating to engage with this practice. Getting through by telephone is extremely difficult, and even when I manage to speak with someone, I'm unable to obtain what I'm requesting, such as a callback from a clinician. The appointment scheduling appears problematic as sessions consistently run late. I question whether this approach adequately serves patient requirements.

Reception staff unable to help with basic queries

I registered at this practice in October 2017 when I relocated to the area. Looking back, it was a decision I came to regret. My initial appointment was a disappointing experience, as the clinician's manner was quite harsh, and I left feeling upset. When I subsequently called to raise my concerns, the response I received was unhelpful and dismissive. I'm not entirely sure why I remained registered here, though I should note that I don't typically require frequent medical consultations. Today I rang seeking guidance regarding a family matter, only to be informed that the staff member I was speaking with was unable to assist and suggested I call back the following day to speak with a colleague who was unavailable. I also requested help with accessing the patient portal, which I had registered for but struggled to use due to my caring responsibilities at home, making it difficult for me to visit in person to resolve the password issue. Once again, I was told this couldn't be addressed and that I would need to ring back tomorrow to speak with someone else. It appears frustrating that certain staff members seem unable to resolve straightforward queries, with the impression that only management has the capacity to handle matters effectively. This raises questions about staff training and capability. I have found my experience with this practice to be largely unproductive, and I have decided to seek care elsewhere. I will not be continuing my registration here.

Afraid to speak freely here

I prefer not to provide feedback at this time.

Promised callback never came when in severe pain

I contacted the surgery to arrange an appointment as I was experiencing severe throat pain. I was initially advised to visit a pharmacy to obtain antibiotics for a three-day course. However, when I attended multiple pharmacies, they all indicated that I would require a prescription and a clinical assessment, as my symptoms appeared consistent with bacterial tonsillitis, which they suggested would necessitate a longer course of antibiotics. I called the surgery again to explain that I had consulted with a pharmacist, was in considerable discomfort, and required an urgent appointment. I was told that reception would liaise with the clinical team and someone would contact me back. Unfortunately, I did not receive this callback on that day. As my symptoms intensified, I contacted 111 the following day. After answering their assessment questions, I was advised that I should be seen by a doctor within two hours at either the surgery or a nearby walk-in centre. I called the surgery again and relayed this guidance to reception, who acknowledged my previous contact and said they would speak with the clinical team and return my call. I felt somewhat that my repeated contact was becoming burdensome, though my discomfort was becoming unbearable. I was unable to swallow, eat, drink, or speak properly. The receptionist did call back and suggested I take over-the-counter painkillers and throat lozenges. Unable to tolerate the pain any longer, I drove to a walk-in centre despite feeling dizzy and unwell. They confirmed bacterial tonsillitis and provided antibiotics and pain relief medication. Subsequently, I experienced further complications, required additional treatment at the walk-in centre, and was prescribed alternative antibiotics. I was disappointed that the surgery did not offer an emergency appointment despite my describing the severity of my pain. This experience resulted in a week of bed rest. Additionally, I have ongoing difficulty reaching the surgery by telephone.

Extended hours appointment turned out to be closed

Extremely frustrated with my recent experience. I attended for a Saturday morning appointment during extended hours, only to find the facility was not open. When I attempted to contact them afterwards, I spent over 20 minutes on hold without receiving a response. I felt the service fell short of what I would expect from a healthcare provider.