Duncan Street Primary Care Centre

Turned away for being ten minutes late

Disappointing experience at this medical centre. My partner took time off work to attend an appointment and left home early, but encountered unexpected traffic delays and arrived approximately 10 minutes late. Upon arrival, there were very few people in the waiting area, with only one other patient present who had been waiting since their scheduled time. Despite my partner's willingness to wait to be seen, the staff declined to proceed with the appointment. Given that my partner made the effort to attend and was prepared to accommodate a later slot, this decision felt dismissive. The lack of flexibility in these circumstances was frustrating, particularly considering the inconvenience of taking time away from work. We felt the situation could have been handled with greater understanding and consideration. We intend to raise our concerns through the appropriate feedback channels, as we believe the response did not reflect the compassionate approach we would expect from a healthcare provider.

Constantly redirected away from actual appointments

This practice has experienced a significant decline in quality. Obtaining an appointment has become increasingly difficult, with patients frequently being directed elsewhere or receiving standardised responses instead. There appears to be a tendency to minimise concerns in order to reduce face-to-face consultations, which seems contrary to what one would expect from primary care. The surgery employs many junior doctors, resulting in variable standards of care and a lack of consistency. Seeing different practitioners at each visit means there is no continuity, and the variation in competence between different clinicians is notable. When seeking assistance regarding an older family member, I experienced what felt like a dismissive and condescending response. This attitude of disregard was deeply disappointing. The service now feels like a production line - appointments are rushed, lasting only a few minutes before moving to the next person. The focus appears to be on processing rather than providing meaningful care. The practice was more satisfactory previously, but has since become unsatisfactory and frustrating. I would recommend considering alternative practices if possible.

Couldn't get through on the phone

I had a very poor experience.

Appointment experience depends on who you meet

Based on my experience as a patient at this practice over more than two decades, the quality of care seems to vary considerably depending on which staff member you interact with when booking your appointment and who you see during your visit. I have received excellent care at times and disappointing care at other times. It feels rather unpredictable, though having visited other GP practices in the area with friends, I feel fortunate to be registered at my current practice.

Didn't feel valued at this practice

This primary care practice doesn't seem to prioritize patient care.

Didn't feel listened to at appointment

The care I received did not meet my expectations.

Felt genuinely listened to and cared for

★★★★★ I had an excellent experience with the clinical team at this practice. The healthcare professional I saw demonstrated a genuine commitment to listening carefully and offering considerate guidance. There was a clear sense of care and dedication throughout the appointment, which made a real difference to my visit. The approach taken was thorough and compassionate, and I felt well looked after. I would happily recommend this practice to others.

Reception staff were dismissive and unhelpful

I have never experienced such poor reception service before. The visit was extremely frustrating and fell short of professional standards.

Reception lost prescription and showed no concern

I had a disappointing experience at my local surgery. I attended to request a medication adjustment for a family member and was advised to return the following day after 2 p.m. to collect the updated prescription. Upon arrival at the requested time, the team were unaware of the request and asked me to return at 5 p.m. instead. When I returned at 5 p.m., I was informed that the prescription had not been prepared and appeared to have been mislaid. This level of disorganisation regarding medication is concerning, given how vital such matters are to patient care. Additionally, I found the manner of the staff throughout this experience to be unhelpful and dismissive. There appeared to be little acknowledgement of the inconvenience or worry this caused, and I felt that patient needs were not prioritised. The overall lack of coordination, clarity in communication, and professionalism from the team was disappointing. Patients depend on healthcare services to deliver both competence and attentiveness, and in this instance, the surgery fell short in these areas. Improvements are needed in staff conduct and in the systems used to manage patient prescriptions.

Repeated system failures blocking appointment access

The practice frequently experiences technical difficulties. When their systems are unavailable, appointments cannot be booked and patients are asked to call back later, only to receive the same response. It would be preferable if alternative methods were available to ensure that technical problems do not prevent access to medical care.

Couldn't get through on the phone

Not a satisfactory experience at this practice.

Couldn't get appointments or callbacks here

Awful practice, unable to secure appointments or receive responses to calls. Relocating from this surgery was the best decision I made and I cannot recommend this place to others.

Impossible to get through on the phone

The telephone lines appear to be consistently unavailable. I have attempted to reach the practice on numerous occasions, and each time I encounter the same issue where all lines are busy before the call disconnects. I have been trying since early morning with repeated attempts throughout the day. The current phone system seems inadequate for managing call volume and requires improvement.

Dismissed serious symptoms as normal repeatedly

This has been the most disappointing clinic experience I have had. The clinical staff seem unable to provide effective care, and appear to rely on basic pain relief for most complaints. I experienced a persistent cough lasting three months and requested imaging of my chest due to a sensation of heat. The response was to suggest a digestive issue. Within two weeks, I required hospital admission for a serious respiratory infection that was life-threatening. When my infant son developed a fever that persisted for five days alongside a severe cough and nasal congestion, I was told this was typical for his age and advised to return if symptoms did not improve within a day. This approach seemed unhelpful—how would a single day make a meaningful difference to the assessment or treatment plan? We ultimately needed emergency hospital care. My other son had a cough lasting six weeks, and was informed that coughs of this duration are normal and expected. The clinic appears to dismiss most symptoms as routine. I have accumulated numerous negative experiences at this practice and am actively seeking alternative care.

Long-term patient with helpful reception staff

I've been attending this surgery for many years and have always found it to be excellent, with no issues to report. The clinical staff here are wonderful and a pleasure to work with. 👍🏼

Reception staff handled rudeness with professionalism

We have been attending this practice for a considerable time, having moved from a previous surgery in our area. The standard of care and assistance provided by every team member has been consistently excellent. The reception team are outstanding, and I have witnessed them handling difficult situations with patience despite challenging behaviour from some patients—they genuinely work hard to help. The clinical staff demonstrate genuine compassion, kindness and are easy to speak with. We feel fortunate to have access to such a high-quality practice and appreciate everything they do.

Well-organised practice with qualified staff

I had the opportunity to spend time here as part of my professional development. The practice is well organised and operates a robust quality framework designed to maintain safe and high-quality patient care. The team members are generally friendly and courteous, and the clinicians are highly experienced. Overall, it is among the better practices in the local area.

Doctors dismissed my breathing concerns repeatedly

I had a very poor experience at the clinic after attending multiple appointments. During each visit, I received the same response with no further investigation or treatment offered. I was experiencing a persistent cough and breathing difficulties that had lasted several weeks, but I felt my concerns were not being taken seriously. Due to my dissatisfaction, I decided to seek treatment elsewhere. I would not recommend this clinic as I found the appointments to be unhelpful and felt my time was wasted.

Early morning calls get same-day appointments when needed

I have been attending this practice for five decades and can genuinely say I have never experienced any issues. My family members have also been patients here for several years following their relocation. When contacting the surgery in the early hours, same-day appointments are typically available for genuine medical concerns. The reception staff, clinical nurses, and medical practitioners have consistently demonstrated helpfulness, courtesy, and empathy. I have presented with numerous health matters, both significant and minor, and I can truthfully say I am uncertain where I would be without their assistance. I could not ask for a better practice and wish to express my gratitude for the ongoing care provided. The dedication shown deserves recognition, as the level of patience demonstrated is truly commendable.

Turned away for being five minutes late

Extremely poor service. I arrived only a few minutes late and was informed that I had missed my appointment. I had travelled a considerable distance to attend, yet this was not taken into consideration. The service was disappointing and the interaction was unpleasant.