Derwent Practice

Helpful reception staff made all the difference

Outstanding care, always available to assist

Practice refused repeat prescription after previous error

I misplaced a medication for anxiety that requires careful management due to withdrawal risks. I have an existing neurological condition that makes this particularly concerning, yet the practice declined to reissue it. This decision was made in reference to an incident from some time ago involving a different prescription. I feel this approach does not adequately account for the potential health implications of suddenly stopping this medication.

Quick flu jab with improved phone access

Received a flu vaccination that was completed swiftly in under five minutes - excellent service. The improved telephone system has made it easier to get in touch.

Still waiting for promised foot surgery

I have been waiting for a considerable period without receiving the surgical intervention I was expecting for my foot condition. Despite the passage of time, this procedure has not yet been scheduled or completed.

Reception got me seen within hours

Following an incident that occurred while I was away, I have nothing but positive things to say about the entire team at the practice. While I prefer not to highlight individuals, the clinical staff members who provided my care were exceptionally understanding and compassionate throughout my treatment. The reception team also deserves particular mention for their efficiency in arranging appointments at very short notice, often within a couple of hours of my calls. Everyone involved demonstrated genuine care and support. Thank you x

Reception dismissed concerns without offering clinic appointment

I attempted to book an appointment for my daughter who was experiencing concerning symptoms. When I spoke with the reception staff, I was informed that a consultation would take place over the phone. Upon requesting an in-person clinic visit, I was directed to seek care at the hospital instead. This is not an isolated incident, as we have experienced similar responses on previous occasions. It is frustrating that medical professionals appear unavailable to see patients in person, and the overall approach of the practice has been disappointing.

Online access setup needs significant improvement

The team members are approachable and friendly but... I joined the practice following a recent relocation. I completed the necessary paperwork, including a request for online access to my medical information and results. Two weeks passed without receiving access, so I attended in person and completed another form. I was provided with instructions including a website address, username and temporary password. However, the website mentioned is not the actual login portal - users must access the NHS platform instead, which the practice should clarify. Once I managed to log in, I discovered my email address had been entered incorrectly, preventing me from using two-factor authentication. After several attempts, the email was finally updated, yet I still could not view my records. I followed the stated procedure for requesting access but received no response. The entire process has felt like a considerable inconvenience stemming from what appears to be a poorly organised system. Additionally, contacting the practice by telephone presents another challenge, with wait times being exceptionally long - I was recently informed I was number 43 in the queue.

Long wait on the phone queue

I was waiting for someone to answer the phone while being first in the queue, and after twelve minutes I was still on the line without a response.

Helpful staff made follow-up care straightforward

I must say that following an accident and initial care received at a hospital emergency department, the subsequent follow-up appointments at my local surgery over several weeks were excellent. The clinical staff were outstanding and the reception team were extremely helpful. They genuinely deserve recognition for providing such high-quality care. I'm very grateful to everyone at the practice for their support.

Long phone queues put me off attending

Phone appointments remain the default option with in-person visits only available if a second appointment is arranged. It took considerably longer than expected to reach someone through the call system despite being early in the queue. Like others have mentioned, this experience has made me reluctant to seek medical attention in future. I find myself researching alternative options that aren't financially viable for me. The situation feels quite disappointing.

Receptionist was unhelpful and dismissive

Disappointing experience with the reception team

Phone lines impossible to get through to

It is quite difficult to reach the practice by telephone, which means we now have to visit the surgery in person whenever we need to speak with someone. The advertised opening hours do not always appear to be accurate, so there have been occasions when we have travelled to the surgery only to find it closed. The reception team can sometimes be unwelcoming, and the process for ordering repeat medications could be significantly improved.

Reception staff were dismissive about appointment availability

The authorities are encouraging people to receive their booster vaccinations at the earliest opportunity. On three separate occasions, my wife has visited the surgery and attempted to book an appointment after receiving text messages indicating she was eligible, yet each time she was informed that no appointments or vaccines were currently available. This morning, she spoke with a receptionist who appeared dismissive, disputed that she had received any text messages, and eventually provided her with an appointment scheduled for 12th January, which would be approximately 8 months following her second vaccination. Some of the reception staff at this practice would benefit from developing their customer service approach.

Phone queues don't diminish their care

The practice, team members, and clinical staff are truly excellent. Our valued NHS, as everyone knows, faces considerable strain, yet this surgery maintains an exceptional standard of care. Yes, there can be some waiting time when calling, but that's understandable! I'm aware of other facilities that don't engage with patients at all. My approach is to show patience and empathy, and to recognise the significant demands placed on these professionals before offering criticism. Congratulations to the entire team!

Receptionists dismissive and follow-ups never happen

The reception staff can be unwelcoming, and clinical staff often seem dismissive of concerns, offering to investigate or make referrals without following through. There's a sense of being perceived as an inconvenience. There have been instances where communication about medication requests has been unclear or not acted upon as expected. Overall, the practice experience has been disappointing, and this pattern of issues has occurred repeatedly rather than being an isolated incident.

Easy to book appointments when you need them

Excellent healthcare professionals who listen to your concerns and take them seriously. Appointments are readily available when needed.

Helpful receptionist answered all my questions

A very pleasant and supportive receptionist took my call and assisted me with all my enquiries today. Outstanding service, warm, courteous and highly professional. Much appreciated.

Reception staff were dismissive and unhelpful

The reception team can sometimes come across as abrupt and lacking in compassion. The nursing staff are excellent and demonstrate a genuine willingness to assist. However, the practice could benefit from improving their attentiveness to patient concerns.

Phone queue left you waiting while staff chatted

Getting an appointment proved to be quite challenging. I called to request an urgent appointment and found myself second in the call queue. Even after waiting 15 minutes, my position in the queue remained unchanged. Frustrated by this, I decided to visit the surgery in person instead. Upon arrival, I noticed several staff members at the reception desk who appeared to be conversing with one another rather than attending to calls or other duties. This experience left me feeling disappointed with the reception service at this practice. However, I must acknowledge that the clinical staff provided excellent care. Once I approached the desk in person, I was attended to promptly and successfully secured an appointment for that same day. The contrast between the reception experience and the clinical care was quite striking, and I found it puzzling that the reception team seemed to prioritise socialising over managing phone enquiries.

Long waits but staff sorted the problem quickly

Overall, the experience has been positive, though there were initial concerns. The waiting times were previously quite lengthy, with a scheduled appointment at 10:10 not being seen until 10:50, and the consultation concluding by 11:20. Punctuality was a notable issue at that time. However, there has been a significant improvement on a subsequent visit. When attending with an ear issue that was becoming uncomfortable, the service was notably better. The infection control procedures in place were thorough and impressive. The waiting period was minimal at around 5 minutes, and the clinical staff member was attentive and efficient, addressing the ear problem quickly while providing clear explanations throughout. The experience was sufficiently positive to warrant recommendation.