Derwent Practice

Contacting the practice causes unnecessary stress

I feel obligated to continue using this GP practice as it is my only option. Among the practitioners I have encountered, there is only one whose approach I find genuinely caring and empathetic. The process of trying to get in touch with the practice is extremely challenging and causes me considerable stress, which negatively affects my wellbeing. As a result, I often delay addressing other health concerns that I should be attending to.

Turned away five minutes late at the door

I had a disappointing experience. I arranged an appointment for an important vaccination at 5.50pm. As I work a considerable distance away, I left in plenty of time, allowing over an hour for the journey. Due to unforeseen delays, I arrived at the surgery five minutes late at 5.55pm, only to find the doors locked. A member of staff opened a window to inform me that the practice was closed and the team were preparing to leave for the day. The interaction lacked warmth or understanding, and I felt there was little genuine concern shown. No alternative solutions were offered. I am typically punctual for my appointments and often find myself waiting beyond my scheduled time on other occasions. The only aspect of the practice I have found satisfactory is the clinical staff; unfortunately, other elements of the service fall short.

Phone lines need serious improvement

Clinical staff are excellent, however the experience of making contact is very poor. I recently spent considerable time on the phone only to be informed that the practice was unable to handle my enquiry, after which the call was disconnected. The communication process is deeply frustrating.

Phone booking system needs improvement

The telephone system could be improved, though the team tends to be helpful when visiting in person. There are various comments elsewhere about the front desk staff. My own encounters with them have been inconsistent in terms of their manner, though they do manage to complete their tasks. I feel that the service can occasionally seem rather formal and detached, though this may be influenced by individual differences and how busy they are at any given time.

Reception staff attitude needs improvement

The reception staff's demeanor was unhelpful and detracted from the otherwise excellent and compassionate care provided by the clinical team. There is a clear need for improved training or staffing changes in this area. The overall experience was disappointing due to this contrast.

Helpful reception staff made the difference

Extremely useful. Much appreciated.

Helpful practice that listens well

Always exceptionally helpful and efficient. I have no complaints about this practice. I come from a background with medical knowledge and maintain high standards. Please continue with this level of service!

Phone staff need better listening skills

The clinical staff are competent, however some of the reception team can be quite difficult. They interrupt conversations and prevent you from expressing yourself fully, instead launching into their own commentary, grasping only part of what you're trying to communicate. When this is mentioned as a matter of fact, they seem to take it personally and respond defensively. I believe the NHS is exceptional and truly world-class, but I feel it's undermined by certain staff members who may not be suited to their roles, either due to temperament or because they've lost their way for various reasons.

Reception staff could show more respect

The reception team comes across as dismissive and condescending, with little warmth or empathy shown. A more approachable and considerate manner from staff would make a significant difference to the experience. It would be beneficial to have friendlier call handlers and receptionists who treat patients with respect rather than appearing superior. While appointments can be arranged promptly, consultations feel hurried and matters that require attention, particularly those flagged as urgent, are not always addressed in a timely manner.

Friendly staff made me feel welcome

The team here, including reception and clinical staff, were pleasant and welcoming.

Good start with the new practice

I'm new to this practice so I don't have much to compare it to. My experience so far has been positive.

Frustrating same-day booking system only

The appointment booking system here is frustrating. There's a policy that prevents advance booking—you must call on the morning you want to be seen rather than arranging a time in advance. For people who work and need to plan time away from their responsibilities to attend medical appointments, this approach feels impractical and difficult to manage.

Phone line works well and efficient

The practice handles matters promptly and the telephone system works well. The associated pharmacy is convenient and helpful. The clinicians I see regularly are very good. There have been occasional minor issues, as one might expect. I do feel frustrated with broader NHS provision in the area, particularly regarding extended waiting times for various treatments and the closure of local services for ongoing health conditions. The distances involved in accessing care are considerable, and there is uncertainty around whether transport assistance is available for disabled patients. However, these concerns relate to the wider healthcare system rather than the surgery's own operations.

Friendly staff despite the phone queue waits

What a wonderful service. I have attended appointments a couple of times over the last 18 months, and I found the healthcare professional to be a lovely person with an excellent professional manner. They were particularly good at putting both children and adults at ease during consultations. You may have to wait in a call queue for an appointment, but this appears to be due to increased demand in the local area. I cannot fault the service for this. We also benefit greatly from the minor injuries unit at the local hospital. It provides invaluable support, as the alternative would be travelling to a more distant location. This local facility is greatly appreciated.

Easy to book appointments at this practice

Straightforward and convenient access to medical professionals, with simple booking options available both online and by telephone for appointments throughout the day. Have visited on multiple occasions, and each time the process has been smooth with satisfactory and well-organised results!

Receptionist found appointment but hung up abruptly

I was able to secure an appointment for the following day after initially being informed by reception that no slots were available during that week. When I mentioned that my healthcare provider had recommended I undergo a blood test, a space suddenly opened up. Although I expressed my gratitude, the receptionist did not provide details about which clinician the appointment would be with and ended the call without further discussion. This left me feeling the interaction could have been handled with greater courtesy.

Phone calls lack basic courtesy information

When someone receives a home telephone call, it is discourteous not to identify where the call is originating from. While the subject matter of the conversation may be confidential and understandably private, there is a distinction between disclosing the caller's identity and revealing the topic being discussed. I would appreciate it if this practice could be reconsidered.

Quick and efficient registration process

We registered our family with the practice today and found the process to be swift and straightforward. The experience has left us with a positive initial impression.

Difficult experience managing ongoing health needs

Not advisable for those managing long-term health conditions.

Friendly staff but lengthy waiting times

The team demonstrated helpfulness and a welcoming manner. However, there were considerable delays before being seen.