Duke Street Surgery

Booking appointments harder than it used to be

This practice used to excel at appointment availability, with slots typically offered within seven days, but the current first-come-first-served approach has made securing basic care more challenging. I recognise that staff are doing their best with limited resources, and they seemed genuinely surprised when I expressed appreciation recently. My main concern is the response time for requests submitted through the designated app channel, which currently takes at least a week even for straightforward matters. The wider healthcare system appears to be under considerable strain at present, and I've observed that some people may be accessing services for relatively minor concerns, which likely contributes to the overall pressure on facilities.

Reception staff couldn't help with booking issues

The care received fell short of expectations, with concerns about assessment accuracy, referral processes, and transparency in medical records. Multiple issues were encountered, though responsibility was often attributed to patients rather than acknowledged as service shortcomings. The practice appeared to function better previously. Some staff members and patients deserve better support than what is currently being provided by certain clinicians. This situation is negatively affecting people's health and overall wellbeing.

Staff consistently go beyond expectations here

I have been consistently satisfied with the care provided over more than a decade, during which the team has regularly demonstrated exceptional commitment and support. I was so impressed with the quality of service that I arranged for a family member to transfer their registration here, as their previous practice did not offer the same standard of care.

Couldn't get help with benefit claim support

I felt dismissed when I sought assistance regarding a particular benefit application matter.

Impossible to book appointments at this practice

I have struggled to secure appointments at this practice. The clinical staff appear to work remotely most of the time and are seldom present at the surgery itself. There have been recurring issues with repeat prescriptions that seem to result in confusion about responsibility. Overall, I have found my experience with this surgery to be quite disappointing.

Long wait times and unhelpful phone queues

Only giving it 1 star. Struggled to secure an appointment with a significant wait time ahead. Visited a pharmacy who indicated a medical consultation was necessary. Called at the earliest opportunity and waited on the line for an extended period only to be informed no slots were available and directed to call an alternative service. This experience was deeply frustrating.

Reception staff ignored medication concerns during move

I have been a patient at this surgery for nearly 12 years and have always been satisfied until recently. After I relocated, the surgery began contacting me via text message requesting confirmation of my new address, despite my workplace remaining in the same area and my continued daily commute to the locality. I had discussed this with a clinician a week prior, and they indicated it would be acceptable for me to remain registered. The reception team subsequently sent multiple text messages stating that I would be removed from the patient list within 30 days. I am currently taking medication that requires ongoing monitoring, and my clinician had been tracking my treatment progress. When I explained my situation to reception staff, they appeared unaware of the details and seemed unable to assist. After 12 years of loyalty, I now feel compelled to find alternative healthcare provision to ensure continuity of my medication management, which has left me disappointed with how my circumstances were handled.

Struggling to get through the booking system

I have attempted several times to secure a GP appointment starting from early morning, but on each occasion I have been informed that there are no available slots. This situation is incredibly frustrating and disheartening, and there appears to be no mechanism in place to assist patients in this predicament. It is deeply disappointing for those of us who are dealing with health concerns and struggling to access the care we need.

Impossible to book unless you call at eight

Getting an appointment is extremely challenging given the limited window available during weekday mornings. Calling at any time outside of the exact opening hour means missing out on availability, regardless of medical need. I haven't sought care for anything beyond prescription renewals in considerable time because the process feels futile. Once an appointment is secured, waiting times in the surgery frequently exceed an hour before being seen. I've found alternative services to be more accommodating, with better appointment availability and shorter wait times. The experience would likely improve significantly if the practice offered pre-booked appointment slots and demonstrated greater responsiveness to patient needs. Currently, those requiring urgent care struggle to access it due to the highly competitive nature of the same-day booking system, which effectively requires being available precisely at opening time. The current system is deeply frustrating.

Impossible to book appointments in advance

The practice does not appear to offer appointments that can be booked in advance. Attempting to secure a same-day appointment by calling at opening time or contacting the out-of-hours service has not resulted in available slots being offered.

Reception delays prescription changes without clear communication

I previously gave this practice a five-star rating, but there has been a significant decline in service quality. When it comes to prescription modifications, the reception team appears to be making decisions about timing rather than following the guidance provided by clinical staff. During a recent appointment, I was told my prescription would be adjusted within the week. Based on previous experiences, I anticipated there might be complications. I noticed yesterday that changes had been made to my prescription on the patient portal, showing an updated date going forward. However, when I contacted the practice today, I was informed my previous dose had already been dispatched, supposedly from next week onwards. This contradicts what I was previously told by the medications team, who explained that prescriptions are typically sent on the morning of collection. Given that the system shows changes were made yesterday, it's unclear why the old dose was sent today when the new one was already in the system. During my last prescription change, there was a six-week delay. When I questioned this, I was told changes are made in advance for the next batch, yet the practice sends prescriptions weekly on the scheduled collection day, so the extended timeframe doesn't seem necessary. There appears to be little point in attending appointments with clinical staff and receiving instructions if the reception team then operates independently of that guidance.

Struggling to get appointments and answers here

Absolutely terrible experience with the medical staff who seem unwilling to address any concerns whatsoever. I wish the previous surgery location was still operating as it was far superior. I'm disappointed it has closed and now have to attend this practice instead. It's extremely difficult to secure an appointment and even when one is obtained the clinicians appear ineffective and unable to resolve issues. The whole situation is quite disheartening.

Couldn't get through on the phone

An extremely disappointing experience at this practice. I'm looking forward to completing my driving licence application and relocating away from the area.

Impossible appointment system leaves patients frustrated

It is challenging to provide feedback when securing an appointment proves so difficult. My previous GP practice, which was of excellent quality, unfortunately ceased operations following retirements. I registered with the Duke Street practice over a year ago and now find myself needing an appointment. The appointment booking process is complex to navigate. Calls are only accepted at 8am, after which the system arranges a callback. However, by the time the callback arrives, available slots have been taken, and I am directed to contact 111 or repeat the entire procedure daily until an appointment eventually becomes available. Contacting 111 seems ineffective for my needs, as they cannot issue prescriptions or arrange tests. I had already consulted the pharmacist, who advised that I require a GP appointment, leaving me back where I started. The transition from a practice of exceptional standard to this situation has been quite jarring.

Depressing surgery with poor phone access

This practice has not met my expectations. I found the previous location more welcoming and would prefer to return to that environment.

Surgery dismisses pain relief concerns too quickly

This practice was disappointing. If you are experiencing pain, be aware that there may be reluctance to prescribe pain relief medication, and you may be expected to manage discomfort with limited pharmaceutical support. Consider this before attending.

Long phone queues and poor past experiences

People say this place has declined, but that is not true because they were never particularly strong to begin with. I recall this place with mixed feelings due to a healthcare experience that caused me significant concern, and I have regretted not pursuing the matter further. I wish I could remember the details more clearly, but I suspect circumstances may have changed since then. If my mother were alive she could share her own perspectives on the quality of care provided here.

Practice has declined since staffing changes

The practice has deteriorated significantly since a key clinician departed. I find the overall standard quite concerning and only attend when absolutely necessary, as I lack confidence in entrusting my care there. The experience has been disappointing across the board. While some individual staff members are competent, the surgery as a whole appears to be in decline.

Medication orders repeatedly fail to process correctly

I have found this practice to be extremely unhelpful. I manage ongoing health conditions and depend on regular medication to maintain my wellbeing. Despite consistently requesting my prescriptions through the proper channels, I frequently arrive at the pharmacy only to be informed that my medication is not ready because of issues on the practice's side. This has resulted in repeated trips back and forth as I attempt to resolve the situation. I have received various explanations for the delays, and on occasion have been told that I failed to submit a request when I am confident that I did. I find this situation deeply frustrating and disappointing. I would recommend exploring other healthcare providers as you may receive better service elsewhere.

Felt unheard during rushed baby appointment

I have been a patient at this practice for a few years and have generally had positive experiences. The clinician I usually see is wonderful—genuinely caring and attentive to my needs. My baby's vaccinations were administered promptly, and the staff involved were friendly and professional. However, my overall satisfaction was affected by an appointment with another clinician at the practice. During that visit, I felt the appointment was rushed and that my concerns were not properly acknowledged. The interaction left me feeling unheard and frustrated, and I did not feel the appointment had the collaborative nature I would have expected from a consultation. This experience was disappointing, particularly in contrast to the positive care I have received elsewhere at the practice. Had this appointment gone differently, I would have rated my experience much more highly.