Dean Cross Surgery

never get to see your GP.

Not seen my gp for ages. Had to wait months last time back in 2021. Any correspondence is hard and difficult as avoidance is their moto.

Courteous team took our concerns seriously

A big thank you to the clinical team at the practice. My spouse and I are now in the later stages of our lives, and we occasionally experience various health concerns. The staff members are consistently courteous and supportive, and they handle our worries with professionalism. 🙏🙏

Quick callback system works well for me

I am in my late sixties and have adapted to modern healthcare approaches. I recognise the pressures facing the NHS and understand that digital solutions are necessary given increasing demand. I have found the online appointment system straightforward to use and have consistently been able to speak with a clinician within a couple of days. When I recently requested an in-person appointment, this was arranged within seven days. The clinician has always been thorough and courteous. I appreciate the professional service provided despite the significant operational challenges.

Quick responses and genuinely caring approach

I feel very fortunate to be registered at this practice, as I have consistently received outstanding care. The clinical staff members make a genuine effort to respond to patient enquiries promptly within the same working day.

Impossible to reach by phone

There is little point in attempting to contact this practice by telephone as it is unlikely to be successful.

Thorough care despite occasional waiting times

I have nothing but praise for this practice. There are occasions when appointments run slightly behind schedule, but once you're seen, it becomes clear why that's the case. The clinicians genuinely invest time in comprehending your concerns and maintain high standards throughout. I recently saw a visiting clinician who was exceptionally thorough and made considerable effort to ensure their assessment was accurate.

Friendly reception made all the difference

The experience has been consistently excellent.

Reception asked for unnecessary medical details

This practice has fallen short of my expectations in terms of both compassion and efficiency. I was particularly concerned about the approach taken during the initial enquiry process, where I felt sensitive information was requested in an inappropriate manner.

Helpful support for family healthcare needs

Excellent experience whenever I've reached out to them on behalf of my family members. Much appreciated.

Reception staff were genuinely helpful and kind

Quite useful

Reception staff could improve their manner

I found the reception team's manner quite unwelcoming during my visit. There appears to be room for improvement in how patients are greeted and assisted.

Receptionists went above and beyond to help

This medical practice is very good. All the clinicians I have seen have been great and understanding and they usually try to get you an appointment. The reception staff here are brilliant and give you their time. They go above and beyond to help you, all with a smile. 🙂

Phone booking system makes appointments difficult

I previously held this surgery in high regard and would recommend it to those around me, but my recent visits have been disappointing. Obtaining a telephone appointment is challenging, and face-to-face consultations are even more difficult to secure. The introduction of a new booking system has made matters worse. Arranging appointments by phone with reception staff is proving problematic. I worry about how those unfamiliar with online services would manage the new system. Additionally, the booking window through this system is limited to just a few hours each morning before it becomes unavailable. Accessing GP care should not require navigating such obstacles. I only contact the practice when absolutely necessary and attempt to avoid doing so, yet even then the process feels unnecessarily complicated. I have decided to seek care elsewhere and register with a different practice, as I am dissatisfied with my recent experiences. The standard of service has noticeably declined. This is regrettable given my long-standing association with this surgery spanning over two decades.

Easy booking and quick prescription processing

A highly satisfactory practice that has served me and my family well throughout an extended period. I find it straightforward to secure appointments by calling early in the day or through the convenient online booking system available at the surgery, and I can also receive responses using this same method. The online prescription management service functions excellently, with medication requests typically being handled promptly on the same day.

Appointment system left me unable to see a doctor

I was unable to give a lower rating but felt compelled to leave feedback. What steps are required to obtain an appointment with a clinician? A standard appointment slot as was previously available would be helpful. I was directed to use an online system, which proved ineffective. I made a second attempt where the system permitted it, which led me to believe there might be availability unlike the first occasion. I invested time in providing detailed information only to receive a message stating that capacity was full. This occurred around mid-morning. I have been unable to address my significant health concern because the frustration involved in attempting to access care has become overwhelming. The pharmacy advised me to consult a doctor, but this seems unlikely given my experience. I find the current state of healthcare provision concerning and worry about future developments. Subsequently, I attended an emergency department, and I hold the practice responsible for this outcome. It appears that accountability is the only thing being delivered currently. I am frustrated, and I feel compelled to express this publicly as it seems the only way to highlight what I perceive as inadequate patient care. I was troubled to read reports of clinicians indicating they may see fewer patients, which I find disappointing.

Online booking made urgent care surprisingly quick

As someone accustomed to the traditional approach of calling the surgery to arrange an appointment with a doctor, the transition to the online appointment system represented a significant change in how I access care. However, my recent experience demonstrated that on this occasion, the system functioned excellently and delivered the intended benefits. I submitted an online report regarding severe neck pain on Monday morning and was seen by a GP that same afternoon. I received an assessment, was prescribed appropriate medication, and was given guidance on how to proceed with a self-referral. I completed this process on Monday and subsequently received a call from the hospital on Thursday, with an appointment to see a physiotherapist following on Friday. All of the healthcare professionals I interacted with throughout this process were excellent. This represented a very positive experience of the new system.

Phone queue wait was far too long

The wait time to reach someone by telephone was considerably longer than expected and fell short of the standard I would anticipate from a medical practice.

Friendly reception and attentive care throughout

I have always found that from the receptionist through to the clinical staff, the practice offers excellent care.

Felt valued as a patient here

My family and I have been patients at this practice for more than six years, and throughout this time we have consistently had positive experiences. The reception staff have always been particularly helpful and accommodating, and the clinical staff have demonstrated a high standard of care. I have always felt treated as an individual rather than just another appointment on the schedule.

Felt genuinely listened to by the team here

I've consistently had positive experiences at this practice. I come from a background where professional relationships were valued and well-established within the community, so I've always appreciated the significance of a strong doctor-patient connection. My regular clinician here is exceptional. I recognise that I'm not always the easiest patient—my health circumstances can make me irritable, argumentative, and prone to becoming upset. However, this clinician has a remarkable talent for connecting with patients and genuinely makes you feel heard and valued. A few months ago, I received a routine message and, admittedly while in a frustrated state, I responded expressing that I felt unsupported and overlooked. The response was immediate and I was promptly provided with the help I needed. My most recent appointment was with another clinician I hadn't met before. From the outset, they demonstrated sensitivity and compassion, whilst also being thorough and reassuring. Their approach was relaxed yet meticulous, and I believe they will develop into an excellent practitioner. I've also had positive interactions with several other clinicians at the practice, each bringing their own strengths and professionalism to their work. I feel genuinely fortunate to have access to this practice and am grateful to all the staff involved.