Dalton Terrace Surgery

Front desk staff made the appointment easy

Excellent practice with a welcoming reception team and approachable clinicians.

Staff gave wrong advice about appointment process

I registered at this practice just a week ago after seeing its positive reviews. However, I was quite taken aback by what appeared to be significant gaps in staff knowledge today. I rang in the morning to request an appointment for my young child who was experiencing symptoms suggestive of a urinary tract infection, following guidance from NHS 111. Instead, I was instructed to drop off a urine sample as soon as possible, with the expectation that it would be tested and a prescription sent to my pharmacy if required, potentially by midday if I acted quickly. I found this approach somewhat unusual given my child's age and raised this concern, but as a new patient I deferred to their stated procedure. After several hours without any communication or callback, and making numerous calls back to the practice, I eventually spoke with a clinician at 5pm. At that point, I learned that an appointment should have been offered from the start, and the process I'd been given was intended only for adult patients. Multiple reception staff members and at least one other healthcare professional had not identified this discrepancy, resulting in my child only being assessed at 5.30pm by a clinician who was notably compassionate and attentive. However, because of the lateness of the appointment and unavailable stock, I was unable to obtain the necessary medication until the following day. This left my young child uncomfortable, meant missing additional nursery time, and created concern about potential complications. While I recognise this practice has favourable feedback, I have reservations about their operational procedures and systems, as staff appeared unfamiliar with their own protocols and lacked appropriate clinical judgment in assessing urgency. I would advise caution before registering, particularly for families with young children. I have decided to transfer to another practice.

Receptionist listens and appointments come through faster

Having transferred from my previous practice, the experience has been markedly different in a positive way. Appointments are now accessible much more quickly, the reception staff demonstrate greater understanding and compassion, and the clinical care provided has been of a good standard. The previous practice also offered quality clinical care, but the appointment system there was cumbersome and made it difficult to see practitioners when needed. I hope this level of service is maintained going forward.

Helpful receptionists made the difference

Since switching to this practice from my previous one, I have received excellent care from the clinical staff I have consulted. During a recent appointment, the clinician I saw was particularly lovely and helpful. I would also like to commend the reception team, who are consistently helpful and professional. It is a great practice and I would highly recommend it to others.

Phone queues don't stop getting appointments here

I have consistently received excellent care from the clinical team at this surgery. I was disappointed to relocate away from the practice eight years ago, but was delighted to return to the area four years later. Throughout my time as a patient, I have experienced nothing but compassionate, professional, and competent healthcare from the practitioners, who demonstrate genuine listening skills and treat patients with dignity. I would particularly like to acknowledge the dedication and commitment shown by one member of staff. The practice is understandably busy, and there can be waiting times when calling to book appointments, but this has never prevented me from securing an appointment when needed, as the team are always willing to accommodate patients. I am now relocating away from the area and will genuinely miss having access to such a high-calibre practice.

Phone queues long but appointments available quickly

Excellent practice. The entire team is friendly and welcoming. Phone lines can involve lengthy waits most of the time, though this appears to reflect how busy the surgery is. I'm able to secure appointments when needed, including prompt same-day slots for more pressing concerns.

Reception staff made booking appointments straightforward

Since registering at the practice on Dalton Terrace, the standard of care has been outstanding. There are multiple ways to book appointments, including by telephone and email, which is a significant improvement from the previous surgery where these options were not available. The reception team consistently demonstrate courtesy and helpfulness, making genuine efforts to accommodate same-day appointments when needed. The clinical staff are thorough in their approach and provide attentive care throughout treatment. They also take time to contact patients with test outcomes and discuss next steps in their care. This experience has restored confidence in the healthcare system, and I feel fortunate to be registered with such a well-run practice.

Reception dismissive about repeated test failures

I experienced multiple instances where blood samples were mishandled and I was repeatedly asked to return for retesting. When I attended to inquire about a subsequent test, having documentation of the previous loss, I was made to feel that I was being wasteful of healthcare resources. A health condition involving low iron levels was initially overlooked by one clinician who attributed my symptoms to anxiety, but when I independently researched my results and returned with this information, the same findings were presented back to me as though they had been newly discovered. I attended the emergency department four times within a single week following a serious adverse medication reaction, during which a 24-hour heart monitoring test was recommended. However, when I contacted my GP practice about this, I was told there was no record of my emergency visits and that the recommended monitoring would be unnecessary. Years later, I continue to experience unexplained heart irregularities. Following a blood test, another clinician predicted I would develop a thyroid condition and recommended annual monitoring, yet no signs of this have ever materialised before or since. I eventually stopped requesting these tests due to feeling dismissed when raising concerns about a condition that has shown no evidence of developing. My younger sibling recently sought help for severe mental health difficulties, only to have the appointment dominated by the clinician discussing her own personal background rather than addressing his concerns. He was told that specialist mental health services would be unhelpful, that anxiety is a normal experience everyone manages, and that investigating potential nutritional factors through testing was not possible. The practice has been rated as requiring improvement by the regulator, with patient safety marked as inadequate. Based on my experiences, I would recommend seeking care elsewhere, as I have serious concerns about the quality and safety of care provided.

Busy surgery with genuinely caring doctors

A very busy practice, but the clinical staff are consistently pleasant and approachable. The regular practitioners maintain a friendly demeanor, and the locum doctors demonstrate equal care and attentiveness. Despite the evident workload pressures, the team consistently makes an effort to accommodate patients' needs.

Friendly staff made me feel reassured

I really appreciate this practice. The clinicians I've consulted have been wonderful and compassionate, providing reassurance during times when I've felt concerned. The front desk team are also welcoming and supportive.

Helpful GP who actually listened to me

My time at this practice was quite positive overall. Although my appointment ran approximately half an hour behind schedule, the clinician was exceptionally supportive in addressing my health concerns and made a genuine effort to listen carefully and fully understand what I was experiencing. Given the pressures facing NHS general practice services, this surgery demonstrates a commendable commitment to patient care.

Reception was rude but manager made things right

I had a rather unpleasant encounter with a member of the reception team who came across as unhelpful and dismissive. After submitting feedback through the practice website, I was pleasantly surprised to receive a call from the practice management team, who handled the matter with courtesy and offered an apology. I hope that this particular interaction does not reflect the overall standards of this medical practice going forward.

Reception staff dismissive when requesting urgent referral form

I suspected I had injured my tailbone and contacted the surgery early in the day to request an x-ray referral form that I could take to the hospital. The receptionist responded in a curt manner and indicated that the doctors were occupied with other matters and suggested I attend the hospital's emergency department instead. Given that I was unable to sit comfortably due to my injury, spending extended time waiting in the emergency department was not a practical solution. I subsequently called 111 for guidance and was informed that there was no reason a GP could not provide a referral form, allowing me to attend the hospital's imaging department directly and bypass the emergency department queue. The purpose of this approach would have been to reduce congestion in the emergency department. When I rang the surgery back and relayed this information to the same receptionist, she responded in a dismissive and short manner. She referenced the timing following a bank holiday and the surgery's busy schedule, as though I had deliberately chosen when to seek help, and proceeded to explain that a doctor would need to contact me and that this would constitute an appointment, delivered in a tone that implied I was imposing an unreasonable burden. I found this interaction frustrating, as I felt treated as though I was not entitled to the doctor's attention. Being in physical discomfort, I did not need to feel undervalued by my own medical practice. The NHS exists as a service available to all, and reception staff should not determine who receives medical attention. They certainly should not communicate with patients in a manner that is disrespectful simply because they find their work demanding. I have not given the lowest rating solely because I have had positive experiences at this practice previously.

Friendly reception made booking straightforward

Excellent practice with a wonderful team providing outstanding care 👍

Polite staff who actually listen to you

This is the finest medical practice I have attended. Every healthcare professional I have encountered has been remarkably courteous and genuinely attentive to what I have to say, providing an excellent experience overall.

Phone line opens before the surgery does

I would like to point out that the practice reception does not become available until 08:15, although the telephone service does commence at 8am.

Helpful team who really listened to me

Exceptional standard of care provided by a highly dedicated team who consistently exceed expectations.

Welcoming practice with helpful online booking system

A welcoming and inclusive GP practice! :) I would recommend this practice to all of my friends in the area. I moved here after a different local practice where I had difficulties accessing healthcare. I have found the staff here nothing but accepting, kind and lovely - from the clinicians to the nurses to the receptionists. They're all so lovely and I would highly recommend to anyone! The text update service is also incredibly helpful, and the ability to book appointments with your preferred clinician online and reorder your medications is also very convenient!

Staff listened and took time with me

I have no complaints about the team at this practice. The accessibility is excellent, the staff are attentive listeners, and they demonstrate a genuine commitment to patient care. Much appreciated.

Felt unheard during routine health reviews

As someone managing a long-term health condition, I sometimes felt like a burden on the practice. I found one clinician to be warm and approachable. However, throughout my time as a patient, I was infrequently invited for my complimentary preventative vaccination. I found the approach of the clinical staff conducting my condition reviews to be dismissive and unwelcoming, with comments made about my appearance that I found unhelpful, and their demeanor during remote consultations felt impatient and frustrated.