Dockham Surgery

Reception staff dismissive of confidentiality concerns

I had a very negative experience at this practice. I felt that professional standards were not maintained during my visit, and I have serious concerns about how my private information was handled. I was so dissatisfied that I have decided to pursue the matter further. I would caution others to consider their options carefully before attending this surgery, as my experience left me feeling let down by the level of care provided.

Reception staff dismissive when requesting emergency prescription

I attended the practice today to request an urgent medication supply for an elderly person in my care whose regular tablets had become unavailable. Upon arrival, I found the receptionist's manner to be quite unwelcoming. When I asked if the request could be processed using existing medical records rather than completing a written list, she appeared dismissive, tutting and rolling her eyes before leaving without offering any explanation of what would happen next. After waiting several minutes, I pressed the buzzer for assistance. When she returned, she simply looked at me without speaking. When I asked for clarification on the next steps, she informed me curtly that she had already dealt with the matter. However, she had not communicated this to me previously. Upon enquiring specifically about the urgent medication, she stated she had completed everything possible and could do nothing further, mentioning that the prescription would take approximately four days to process. She then shrugged without offering any alternative suggestions or support. I left feeling frustrated and concerned about the situation. Subsequently, I made enquiries about the practice on a local community forum, and the feedback I received was quite concerning. Based on my experience, I would have reservations about recommending this surgery.

Couldn't get help when we needed it most

The service at this medical centre fell significantly short of expectations, with what felt like insufficient attention to patient wellbeing. The approach to patient interaction seemed unacceptable, and concerns about the overall standard of care were substantial. I would recommend considering alternative providers. The experience suggested a prioritisation of processes over patient welfare, which was deeply disappointing. The management and operational approach of the practice raised serious concerns about the quality of care being delivered. If you expect to be treated with dignity and compassion, this may not meet those standards. During a time when support was most needed, the response received was inadequate, and this contributed to a prolonged period requiring hospital care. I would encourage anyone seeking medical support to explore other options and consider whether this environment aligns with their expectations of respectful, patient-centred care.

Reception staff dismissive about mental health concerns

The reception staff were unhelpful when I requested to speak with a clinician, displaying a curt manner particularly when I raised concerns about my wellbeing.

Quick phone queues and same-day appointments available

I have only positive comments to share about this practice. Fortunately I don't often require medical attention, but the two times I've needed an appointment recently, I was able to be seen on the same day. The telephone waiting time was also considerably shorter compared to my experiences at other practices. Perhaps I've been lucky with my timing, but I can only comment on what I've personally experienced. The team members are clearly working hard in a challenging role.

Long waits for appointments, poor timing

The practice appears to be operating with limited staff resources. Obtaining an appointment can involve substantial waiting periods. I received a call from NHS 111 during closing hours. We are considering changing practices.

Friendly and professional medical care

Excellent healthcare experience with a professional and welcoming approach throughout.

Busy surgery but genuinely kind professionals

This is a very busy practice, but the staff members are genuinely kind and demonstrate excellent professionalism during appointments.

Phone queues make booking appointments difficult

It takes around fifteen minutes to get through on the phone. The online appointment booking system is extremely difficult to use. When I called instead, I was advised that visiting the surgery in person would be preferable. Upon attending, I was told that to request an appointment with a particular clinician, I would need to submit a written letter. I found this requirement frustrating and unhelpful, so I decided to leave without booking. I intend to lodge a formal complaint about my experience.

Receptionist blocked my repeat prescription refill

I have been attending this surgery for a considerable time. I feel that a previous clinical assessment did not identify my health concerns appropriately, and I subsequently experienced a serious cardiac event. I was informed that my age was considered a factor in the decision-making at that time. I now require ongoing medication to manage my heart condition and related symptoms. Recently, I ordered a repeat prescription through the online system. When I collected it from the pharmacy, I found that I had received fewer packets than expected. The pharmacy indicated they had dispensed the correct quantity, but this did not match what I received. I was advised to request a new prescription from my GP surgery. When I contacted the surgery, I was told to call back the following morning. However, given that the surgery has indicated prescriptions take several days to process, and the pharmacy also requires time to dispense, I am concerned that I will not receive my medication in time before the weekend. I am worried that raising these concerns may result in negative consequences for my continued care at this practice.

Reception withholds appointments until next day

Unhelpful appointment system and frustrating access issues I attempted to book an appointment but was informed by reception that slots would only become available the following day for dates two weeks ahead, which seemed impractical given I couldn't predict my needs that far in advance. When I checked the practice hours online, I noticed they close for several hours each day, and when I tried calling, I discovered they were closed for training purposes. It felt unreasonable that the surgery would be unavailable during these periods when patients who fund the service need to access it. I felt the practice should have managed their professional development differently to minimise disruption to patient care.

Phone queue delays and unhelpful reception staff

This practice has significant shortcomings, particularly with the reception team. Getting through by phone is extremely time-consuming, and when contact is finally made, the experience is often unpleasant. The staff member involved appeared to lack awareness of how to interact sensitively with patients experiencing mental health challenges. When attempting to clarify an error that occurred, the situation was handled in a way that felt dismissive, with the focus shifted onto the patient rather than addressing the underlying concern. The interaction came across as discourteous and fell short of professional standards. The practice would benefit from additional training in mental health awareness and communication skills.

Phone lines impossible to get through on

Unable to reach the practice by telephone! I happened to be visiting recently when another patient arrived with concerning symptoms and was informed that the clinical staff were unavailable due to a meeting. They were advised to await a callback. This experience frustrated me enough to decide to register with a different practice.

Struggling to reach reception or get through

It would be wonderful to access the doctors if the phone lines were easier to get through to for booking appointments. The experience inside the practice was similarly challenging, with reception support appearing stretched, particularly when the waiting area was busy with patients trying to check in for their appointments. I waited for several minutes without assistance before deciding to leave. I would very much appreciate finding a practice with more reliable accessibility and staffing support.

Efficient practice with helpful reception staff

Generally outstanding and highly organised.

Reception phone lines need serious improvement

The clinical staff are competent, however the reception service is problematic. It is difficult to reach the practice by telephone, with extended waiting times on hold or calls that are not returned.

Reception staff were dismissive and unhelpful

Poor service experience with unhelpful front desk staff.

Appointments available when others turn you away

Extremely pleased with the level of service provided. I would like to express my gratitude to the entire team for their dedication and commitment during challenging circumstances. The practice has been accommodating with appointment availability when other facilities have been unable to offer the same.

Phone appointment dropped after three seconds

We contacted the practice to arrange a phone appointment for our young child and were informed that someone would call us back, though no specific time was provided. A call did come through later that morning, but it lasted only a few seconds before disconnecting. Subsequent attempts to reach the practice have been unsuccessful. Regardless of how busy the service may be, this experience felt inadequate and frustrating, particularly when seeking care for a young infant in need. The brief interaction left us feeling that our concerns were not being treated with appropriate attention.

Quick appointments and genuinely helpful staff

I was somewhat taken aback by certain reviews posted here. Having attended on a couple of occasions and being registered for approximately ten months, I have found the service to be consistently good, supportive and courteous. The waiting times have also been reasonable. I trust this standard of care will be maintained going forward. Thank you.