Deerness Park Medical Centre

Doctors here actually listen and take time with you

This has been one of the best GP practices I've attended. Appointment availability can be challenging, though I recognise this reflects broader resource constraints. At my previous practices, I often felt that clinicians didn't fully engage with my concerns, and there were occasions when I felt dismissed about issues that were genuinely troubling me. In contrast, this practice has been remarkably supportive compared to my earlier healthcare experiences. The clinicians here genuinely listen to what you're experiencing and work collaboratively to find solutions that suit your needs. I was apprehensive about requesting a referral to a specialist service, and the clinician I saw was exceptionally considerate, not only providing the referral but also assisting with updating my records to ensure I would be addressed appropriately throughout my care pathway, which made my visit considerably less anxiety-inducing. I would strongly recommend this practice to anyone who has had difficult experiences with previous healthcare providers. It's clear that the team here are genuinely invested in their patients' wellbeing :)

Impossible to book face to face appointments

The service fell significantly short of expectations, with considerable difficulty in securing an in-person appointment for a young child. The experience was frustrating and stressful to navigate.

Practice does well despite funding constraints

I have consistently had positive experiences at this practice. Any areas where service could be improved appear to stem from constraints related to funding limitations.

Trusted care despite reception gatekeeping challenges

I have been satisfied with my personal experience at this practice, having been a patient for over fifty years. The clinicians I have chosen to see have consistently ensured I leave appointments with confidence in their advice and recommended treatment plans. However, there is one particular clinician whom I prefer not to consult, as I felt they showed limited engagement with my concerns and I observed they were not considerate towards family members either. During the pandemic last year, following a visit I received blood tests and contacted the surgery a few days later regarding the results. Over the subsequent weeks I attended the surgery multiple times for additional blood tests whilst awaiting urgent specialist investigations. The surgery contacted me several times to keep me informed about upcoming hospital appointments, and fortunately those initial tests proved reassuring. I was subsequently fast-tracked to see a specialist to investigate other possibilities. A clinical practitioner made several follow-up calls to check on my wellbeing, which was not required but greatly appreciated, as these conversations provided reassurance during what was an anxious period for me. I have not experienced difficulties obtaining appointments, even during lockdown periods, consistently receiving same-day availability following an initial telephone assessment, provided my preferred clinician was available that day. Some reception staff appear to lack understanding of medical matters, which I believe could potentially compromise patient safety, as they may not appropriately prioritise cases. Without patients advocating for themselves, this could present significant challenges. However, feedback from others suggests this difficulty with reception staff is not unique to this practice. Overall, the clinicians I see here are of high quality, and I can only speak to my own experiences with those I have consulted. I would recommend this practice based on my personal interactions. I believe people generally tend to voice negative experiences more readily than positive ones.

Long phone queue with unhelpful reception staff

Absolutely frustrating experience. After being directed by an out-of-hours service to contact my GP regarding a family member's symptoms, I spent over half an hour waiting in a telephone queue starting from 8am. When I finally reached someone, I was informed that there were no appointments available that day and was told to visit the walk-in centre at 10 or call the out-of-hours service again. The walk-in centre at the hospital also opens at 8, so this felt like an unhelpful suggestion. The reception team showed little understanding of the situation despite my lengthy wait on hold, and I felt frustrated at being redirected without support. During a separate visit to urgent care, I learned about an online consultation scheme that has been funded by the government for GP practices. This service allows patients to have digital conversations with doctors who are required to respond. I was surprised to discover this option, as it doesn't appear to be widely publicised, and I had been unaware of it until then.

Reception staff attitude needs improvement

The reception team experience has been disappointing, and I've heard similar feedback from others over a considerable time without any apparent improvement. The manner of some staff members can be quite off-putting, which detracts from the willingness to attend appointments.

Hard to reach, long waits for appointments

After calling for a week I finally managed to secure an appointment. Upon arrival, I waited for 30 minutes before being informed that my appointment was actually at a different location, despite being very close to another branch. It appeared the previous appointment had run significantly over schedule, and there were several other patients waiting to be seen.

Friendly reception made all the difference

Excellent practice that I have been attending for a considerable time and I thoroughly enjoy my experience there.

Reception missed medication from prescription again

I have had another experience where medication was not included on my prescription. I was also told that a particular inhaler had been ordered when this turned out not to be the case. I found the reception staff to be unhelpful and felt they were not performing their duties to an adequate standard. I was very disappointed with this service.

Reception staff weren't helpful or welcoming

The reception team experience was disappointing, and I would not recommend this practice to others considering registration.

Long phone waits for repeat prescriptions

I've called on two separate occasions requesting a repeat prescription, and both times I've had to wait approximately 28 minutes on the phone. At this point, it would be faster and more cost-effective for me to drive to the practice in person, submit the prescription request, and return home. It appears the lengthy wait times may be a deliberate practice to generate revenue from call charges, which seems inappropriate. The practice would benefit from employing additional staff to manage the phone lines more efficiently.

Long waits on hold for prescription requests

I have been registered with this practice for a decade and my overall experience has been disappointing. The reception team's manner has often felt unwelcoming, and telephone wait times to arrange prescriptions can be lengthy. Securing appointments has proven challenging. The clinical staff turnover is high, which makes it difficult to build continuity of care with a consistent healthcare provider. When I have needed medical attention, I have felt compelled to research my own health concerns and determine my preferred approach to treatment before seeking professional guidance. I suspect I have remained with the practice primarily because I have not required frequent medical care. However, when health issues do arise, I tend to avoid contacting them due to my concerns about the service quality. I am hoping that relocating will provide an opportunity to register elsewhere. It is disheartening to feel that when seeking healthcare support, the experience is not welcoming and that patients are treated as an inconvenience rather than the priority.

Long wait on the phone line

I have been waiting on the telephone for over an hour without managing to speak to anyone. If you are considering registering with this practice, I would advise against doing so.

Phone lines left unattended on bank holiday monday

I called early on a bank holiday Monday to arrange a telephone appointment for my elderly, disabled family member. Although I understood it was a public holiday, I was curious about what arrangements might be in place for telephone services on such a day, given the importance of GP services to our community. I expected at minimum an automated message after waiting 18 minutes to music, but received no information at all. Had I not ended the call myself, I suspect I would have continued listening to music for hours. For vulnerable members of our community who are already facing difficulties, the lack of communication may have felt like abandonment by their local GP service. Public services require careful planning, so I would suggest that the IT team make better use of the technology available to the NHS and provide clearer continuity of service. I would recommend recording a message to be played every Friday evening before a bank holiday, explaining when the service will resume. A courteous message inviting callers to ring back the following day, or an option to leave contact details for a callback within a specified timeframe, would be helpful. Based on my experience working in customer service, I believe such a system could be easily managed. When I called back early the following morning, I expected another long wait. The call handler who answered sounded exhausted, only an hour into their shift. After the music stopped, there was silence. I introduced myself, and when I asked about the lack of automated service the previous day, they could only say it had been a bank holiday. I kept the call brief as they clearly had just finished one call and were preparing for the next. The handler was helpful despite being under considerable pressure. Working in the NHS is already demanding, so why create additional stress for both staff and patients? Performance indicators should surely be reviewed regularly and considered in staff assessments. I sympathise with the front-line staff and the challenges created by the telephony system, which significantly impacts their working day and job performance. Some staff may be reassigned to support other programmes, which could be a positive development. During previous visits to reception, I had noticed that the attitude and engagement of some staff members was concerning.

Phone lines impossible to get through on

It is frustrating when a medical practice's phone lines are difficult to reach. Callers should not have to wait excessively long to speak with someone. A family member recently experienced difficulty obtaining an appointment after making multiple attempts over a couple of days. Upon calling at the earliest opportunity, they were informed that available slots had already been allocated and were directed to alternative services. This created uncertainty about how to proceed when the urgency of the health concern was unclear.

Couldn't get through on the phone line

I have been attempting to secure an appointment for the past couple of days without success, as all available slots appear to be fully booked. On both occasions when I called right at the start of business hours and selected the appointments option, the line disconnected immediately. I found this experience to be quite frustrating given the service standards I would expect. I am considering switching to a different practice that may better meet my needs.

Reception staff ignored patients at the desk

The receptionist ignored the doorbell on multiple occasions and failed to acknowledge a patient waiting at the desk several times. When eventually engaging with the patient, the interaction was discourteous. Additionally, there appeared to be confusion regarding written instructions from a clinician about where a particular item should be directed for the patient, despite these instructions being clarified verbally by the person delivering it. The receptionist's manner and responsiveness at the front desk does not reflect well on the practice, which is unfortunate given that the clinical staff provide otherwise high-quality care. The reception experience creates a disconnect between the welcoming first impression patients receive and the standard of healthcare delivered within the surgery.

Phone access difficult, but doctors genuinely care

The clinical staff demonstrate genuine care and excellent follow-up. However, reaching someone by telephone proves extremely difficult. The reception team's manner comes across as abrupt and unwelcoming, which is particularly discouraging when you're unwell. Improved customer service training would clearly benefit the practice.

Felt listened to and well cared for

The care and service I received during my treatment has been excellent. Thank you.

Phone reception staff need attitude training

The receptionist who answered the phone came across as having a negative attitude. It seemed like they were unhappy in their role. It would be beneficial if the practice invested in additional customer service training for their staff. I would hesitate to recommend this practice based on my experience.