Cumberland House Surgery

Couldn't get through on the phone

I have been attempting to reach the surgery for several days without success, so I had to visit in person with my daughter. When I eventually secured an appointment, I found the consultation to be unsatisfactory. The clinician appeared dismissive of my concerns and did not seem engaged with what I was communicating. The experience was upsetting enough that I felt compelled to leave the appointment early. My daughter was also distressed by the interaction. Overall, I felt the appointment was handled poorly and left me with a negative impression of the care provided.

Phone lines impossible to reach, staff unhelpful

I found my experience at this surgery to be very disappointing. Following emergency procedures and a subsequent operation scheduled for two weeks later, I waited ten weeks before being seen by a specialist. Throughout this extended period, despite repeatedly requesting assistance, my situation deteriorated significantly. I experienced considerable difficulty reaching anyone by telephone, and when contact was made, I felt the interactions were unhelpful and unprofessional. I found it challenging to communicate with clinical staff, and felt my concerns were not adequately addressed in line with expected standards. The administrative team appeared dismissive of my worries and seemed to operate according to their own procedures rather than established guidelines. I have since taken responsibility for managing my own healthcare as I felt the surgery was unable to provide adequate support across all aspects of my care. When I submitted a formal complaint, the response and subsequent actions left me feeling the matter was handled poorly and without appropriate consideration. I would advise prospective patients to carefully consider their choice of practice. Be cautious of explanations regarding capacity constraints, and ensure concerns are not simply redirected elsewhere. If you experience issues, document them thoroughly and consider escalating concerns through appropriate regulatory channels, as oversight and investigation may be warranted.

Impossible to book appointments by phone

This practice was previously satisfactory, however accessing appointments has become increasingly difficult and telephone lines are frequently unavailable. I received correspondence requesting I arrange an appointment, but upon attending in person I was informed I would need to call during morning hours and await a callback with an available slot. This system is impractical given my work commitments, which involve travelling throughout the region during daytime hours. I am considering registering with an alternative practice.

Phone lines impossible to get through on

I would rate this experience far lower if possible. I found it extremely frustrating that despite making numerous attempts to reach the practice this morning, I eventually got through only to be kept on hold for an extended period. While the reception staff handled the call adequately, this was only part of the problem. Over the past couple of weeks, I have attended multiple appointments, and I felt that only a couple of the healthcare professionals I saw provided me with helpful guidance and appropriate treatment options. I was disappointed with the level of care and support I received from my regular healthcare provider.

Phone lines constantly engaged and unreachable

I have been unable to reach the practice. The telephone line has remained unavailable for an extended period. The level of service experienced has been disappointing.

Phone lines impossible to get through on

Getting through by telephone proves extremely difficult, requiring numerous attempts over extended periods. During one week alone, it took many tries to reach someone, with only a small handful being successful. There appears to be a lack of coordination between different parts of the practice. Documentation submitted to support online registration never becomes active. Written authorisation provided to manage affairs for a family member similarly fails to be processed or activated, raising questions about whether it has been lost. Requests to add medications from a recent hospital discharge to the system are not acted upon, resulting in repeated issues where staff indicate these items are not listed, despite the discharge occurring several weeks prior. Attempts to contact management by telephone are unsuccessful, with calls going unanswered for extended periods. These problems persist despite making multiple phone calls and visiting the surgery in person. The situation has caused considerable frustration and distress, with genuine concern about the impact on a family member's wellbeing and comfort.

Receptionists made booking unnecessarily difficult

The nursing staff are excellent and the majority of the medical practitioners appear to be temporary staff. The reception team's helpfulness is inconsistent, ranging from very supportive to somewhat unhelpful. Without visibility into the challenges the practice encounters, it is difficult to be more understanding. As a patient, I find myself disappointed with the overall experience.

Prescriptions lost twice, doctors were kind

The clinical staff have been excellent. However, I have experienced issues on two separate occasions where my prescriptions have gone missing. Fortunately these were not time-sensitive, but I am concerned about what could have happened had they been urgent. While I'm uncertain where the responsibility lies, this is something that should not occur regardless of the circumstances.

Long waits and poor confidentiality handling

It's quite disappointing that I'm unable to secure appointments with a familiar healthcare provider. The practice appears to have significant gaps in their approach to mental health support, and punctuality is a persistent issue, with sessions frequently running considerably behind schedule. Additionally, the front desk team's manner comes across as dismissive, and there seem to be concerns regarding how patient privacy is handled.

Impossible to get appointments or prescriptions sorted

The standard of care has deteriorated significantly and I am considering registering with a different practice. Obtaining an appointment is extremely difficult regardless of how frequently I attempt to book one. When my medication was adjusted to a higher strength, the repeat prescription was not updated accordingly despite this being intended as ongoing treatment. I have mentioned this issue multiple times without resolution. Additionally, I have discovered that electronic prescriptions now require five days to reach the pharmacy. This timeframe seems excessive, as two days should be sufficient for the necessary review and authorisation process.

Phone lines constantly busy and unresponsive

This practice has significant organisational issues. Important documents and referrals go missing, and correspondence fails to be dispatched. Attempting to contact the surgery by telephone proves extremely frustrating, with the line either constantly busy or unanswered when it does connect.

Hard to book non-emergency appointments here

This is a well-run practice, though it does struggle with capacity given the size of the patient population it covers. Consequently, securing prompt appointments for routine matters can be challenging. The situation is further complicated by instances where booked appointments go unused, which creates additional pressure on availability for other patients. I have been receiving care at this surgery for a considerable number of years.

Helpful doctors despite being stretched

The medical professionals here are competent, though they do seem to have quite full schedules.

Phone lines constantly engaged and dismissive responses

I called this morning to arrange an appointment for my partner. She is experiencing significant discomfort but is not someone who typically takes time away from work, which is why I was making the call on her behalf. I had to ring repeatedly before the engaged tone finally stopped and the line began to ring through. It then took another five minutes for someone to answer. The receptionist informed me that no appointments were available for two weeks. When I explained the situation was urgent, I was told that if my partner were seriously unwell, she would not have gone to work. Frustrated by this response, I requested to speak with a supervisor. The supervisor was equally unhelpful and could only suggest that my partner call on the morning of her preferred day to be placed on a triage list, with the duty clinician then deciding whether to see her that same day. I attend a different practice myself and have never encountered such an unwelcoming attitude or such poor service standards. I found this surgery's approach disappointing across all aspects.

Long waits and unexpected charges felt unfair

I have been a patient at this practice for 18 months but have not had the opportunity to meet with my assigned clinician. When I subsequently saw another clinician, I also did not establish a prior relationship with them. I requested a letter for medical purposes and was informed there would be a fee of 28 pounds, which I found unreasonable and declined to pay. During the appointments I have attended, I experienced significant waiting times of up to an hour before being seen. I noticed the practice displays information about patient non-attendance rates, though I feel this may not reflect the full picture regarding why patients leave without being seen. I also observed that the practice has a strict policy regarding late arrivals. I have concerns about the overall approach and priorities of the practice staff and clinicians, particularly given the resources available to them.

Quick phone appointment and prescription sorted

Called this morning to request an appointment, underwent a triage assessment and was seen by a clinical practitioner within an hour, receiving a prescription. The service provided was excellent.

Struggling to get appointments and prescriptions sorted

The practice frequently experiences delays with appointment scheduling, and there have been instances where prescriptions have not been processed as expected or have taken longer than anticipated to be ready.

Kept waiting despite confirmed appointment

I have found it challenging to work with this practice over an extended period. Securing appointments presents difficulties, though I recognise this is a widespread issue. However, when I do manage to get an appointment and then experience significant delays, it becomes quite frustrating. It seems puzzling that the practice frequently runs behind schedule despite apparent no-shows.

Booking slots severely limited and appointment waits too long

The practice has very limited appointment availability, with only one booking slot offered throughout the entire day, and even then there is typically a minimum two-week wait to be seen. When a clinician specifically requested a follow-up appointment, it took over a week to secure one, only to be told that the requested clinician was unavailable. This has been particularly frustrating given my mental health needs, as the delays have disrupted my progress and left me feeling set back significantly, bringing up thoughts I had not experienced in years.

Good surgery with straightforward registration process

I recently registered with this practice and I have found it to be a good medical facility.