Donnington Medical Partnership

Patient Experience Summary

Feedback reflects a mixed experience across the practice, with notable contrasts between clinical and reception services. Clinical staff consistently receive praise for attentiveness, professional medical knowledge, thorough assessments, and compassionate care. However, reception experience presents significant challenges, with patients reporting discourtesy, poor communication, and lack of empathy. Appointment access remains problematic, with patients experiencing substantial delays in booking, extended waiting times for appointments, and occasional cancellations with inadequate notice.

Prescription refill processes show organisational inefficiency, with delays occurring even when requests are submitted in advance. Communication breakdowns appear systemic, including inconsistent information provision and failures to notify patients of appointment changes. While some patients report recent improvements in reception courtesy and efficient booking systems, others describe ongoing difficulties accessing services by telephone and through digital platforms. The practice environment and preventive services receive positive feedback when accessed, though barriers to initial contact and appointment availability persist as recurring concerns across multiple patient accounts.