Morrill Street Health Centre

Online booking took a week with notes unread

Visited the pharmacy and received medication for a urinary tract infection, but the issue persisted. When I returned to the pharmacy, I was advised to contact my GP as they couldn't dispense a second course. I attempted to book an appointment through the online system, which took over a week to receive a response. After detailing my pharmacy visit and circumstances, the reply I received was disappointing. I recognise the practice is busy and my concern is relatively minor compared to others, but it would have been helpful if the notes I submitted had been properly reviewed. It feels pointless providing detailed information if it won't be read. I wouldn't need to seek GP care if appointments were more readily available without having to arrive at opening time.

Reception staff ignored patient requests during booking

I found the experience quite disappointing. The reception staff seemed more focused on their own conversations rather than attending to patients' needs in a timely manner. When I tried to discuss my requirements, I felt overlooked and had to prompt staff about my preferred location for an upcoming appointment. I was initially presented with limited options, though I had requested a different venue. While staff appeared to be processing my request, they became distracted attending to other patients, leaving me feeling like my needs were not being prioritised. I felt the care shown lacked compassion and attentiveness. Overall, the experience was rather disheartening.

Turned away for being slightly late

I arrived a few minutes past my scheduled time and was asked to complete paperwork again before being turned away without a consultation. The appointment process felt inefficient and frustrating. I'm uncertain about how to lodge a formal complaint with this practice.

Online form response took far too long

Extremely disappointing experience. I submitted an online form early one morning, clearly stating on several occasions that I was experiencing significant difficulties with my mental wellbeing and persistent physical discomfort. However, the response offered a callback appointment several days later. When I rang the surgery to request more timely assistance, I was informed that the clinician had already reviewed my submission and determined this timeframe was appropriate for my needs, and that the appointment could not be brought forward. I was advised to attend alternative services if my situation became critical. I felt let down by the level of support provided.

Impossible to book an appointment here

It is extremely difficult to obtain an appointment at this practice. The telephone lines are frequently unresponsive, with calls being disconnected without assistance. Availability for appointments appears to be very limited.

Booking website confusing and staff unhelpful

The appointment booking process has been updated to use a website that I found unclear and unhelpful to navigate. My interactions with the reception team were disappointing, as I felt they were unwelcoming. When I attempted to raise concerns, I did not feel they were taken seriously by management. Overall, I have noticed a significant decline in the quality of this practice over time, which I find concerning. I would give the lowest possible rating.

Couldn't get through on the phone

I found this practice to be disappointing and not meeting my expectations.

Practice didn't follow up on incomplete test results

I would give zero stars if the system allowed it. I completed a 24 hour urine test and made a considerable journey to contact the practice to discover the test had not been completed properly. There was no follow-up call and no apology, just a statement that they would be in touch once a replacement test was available. I felt very frustrated and upset by this experience.

Impossible to get through on the phone queue

This health centre is extremely difficult to access for appointments. Calling at 8.00am results in a lengthy wait to get through, only to be informed that no appointments are available that day and to try again the following day, or to arrive early and queue outside the clinic from 7.30am with no guarantee of being seen. When feeling unwell, standing outside waiting is the last thing needed. The clinic has two other locations available. There would be benefit in the management team reviewing ways to enhance the service. A recent call to book an appointment involved a significant wait followed by additional time in a queue, ultimately resulting in being told no slots were available. The suggestion to attend a walk-in centre instead meant wasting considerable time. This experience has been frustrating and disappointing.

Couldn't get through on the phone for weeks

I needed an appointment for a painful muscular issue just before the festive period. I started calling at 8 am and kept redialling repeatedly. I finally got through at 8.24 am, but after listening to a lengthy introductory message, I was informed that no further appointments were available that day. The same situation occurred the following day. I subsequently gave up trying and have instead been following online exercise videos for self-management. In my view, this medical centre's appointment availability falls well short of what I would expect from a modern healthcare facility.

Phone lines repeatedly cut off without queuing system

This practice falls short of expectations. Attempting to call at 8am results in the line disconnecting without queuing, unlike other surgeries. On certain days, multiple call attempts within an hour go unanswered before finally connecting around 9:30am, only to be told nothing can be done. The reception staff come across as dismissive and unhelpful, showing little regard for patients. During a previous visit, I brought evidence of my repeated call attempts throughout the morning, but was met with indifference and rudeness, and was not given the opportunity to explain my situation. After leaving and calling again, I eventually managed to speak with a clinician, which has been my only successful contact with the practice this year. The consistent response, whether calling or visiting in person, is that nothing can be assisted with. It's unclear what patients are expected to do when seeking help.

Respectful and attentive care received

courteous care❤️

Struggling to book appointments in advance

Attempting to secure an appointment has proven difficult, with availability currently extending several weeks into the future.

Impossible to book an appointment here

It is extremely difficult to obtain an appointment at this practice. Calls go unanswered, with the phone being hung up when attempting to reach someone. Appointments appear to never be available. If a lower rating were possible, it would be given. This is a poor quality health centre.

Couldn't get through on the phone for weeks

I have been attempting to contact this practice for three weeks, and the administrative staff have not been responsive to my calls. I continue to ring daily without resolution. As a result, I have been without my medication for three weeks.

Long waits and unhelpful phone lines

Absolutely dreadful experience. Extended waiting times, sluggish and unhelpful front desk staff. Telephone lines are constantly engaged, making it difficult to reach the practice.

Friendly reception made appointments straightforward

Enjoyable appointments

Phone lines constantly busy and hard to reach

I'm disappointed to report that this practice appears overwhelmed, with persistent difficulties reaching them by telephone. I called at the earliest opportunity, but my child has been unwell for an extended period and I've been unable to secure an appointment with a clinician. The overall system has not met my expectations.

Registration took three weeks, then appointment cancelled

Absolutely frustrating. The registration and appointment booking process took three weeks. I arrived for my appointment early in the morning. The receptionist appeared unwelcoming from the outset. She mentioned an appointment with a staff member but seemed unfamiliar with their identity, which I found concerning given they work together. After providing my details, I was informed that the clinician was absent due to illness and that the practice had attempted to contact me by phone the previous day, claiming my line was busy. However, I had not been on any calls that day, there were no missed calls recorded on my phone, and no voicemail or email notification was left to inform me of the cancellation. When I booked the appointment, I had clearly stated that I needed medication and was experiencing a mental health crisis. I reiterated the urgency of my situation and the need for prompt medical care, but the only alternative offered was an appointment at a different location that I cannot easily access. The receptionist repeatedly stated it was not their responsibility that someone had called in sick, maintaining the same unwelcoming demeanor throughout. Given the seriousness of my circumstances, I felt that the practice could have accommodated a brief appointment with another available clinician rather than leaving me without support.

Couldn't get a friendly word in edgeways

The service experience was unpleasant, with a serious and humourless atmosphere throughout the visit.