East Park Practice

Felt unheard and talked over during appointments

You should be ashamed of the way you treat your patients; you are in the wrong job with no compassion or empathy. You are arrogant and rude, and you don't allow your patients to express themselves as you are too busy talking over them. I have been with this surgery for years and I am just about to change to another practice as I have had enough. I have to book appointments on days when you are not there because you make me feel anxious. I have had a medical condition, and for over ten years I was repeatedly visiting you, only to be told it was a weight issue and given pain relief without proper investigation. You also dismissed my concerns when my family member became seriously ill and required intensive hospital care. My question is how do you sleep at night.

Impossible to book appointments through phone queue

Utterly frustrating. It's nearly impossible to secure an appointment despite calling first thing in the morning when you're among the first callers, yet there are consistently no slots available. There have been instances where staff have indicated that results or information would be forwarded to you, but these never arrive. The practice appears to lack competence in their operations. Having such limited clinical staffing availability, with the one clinician frequently absent and seemingly unable to manage their responsibilities effectively, is deeply disappointing. The practice requires urgent review or investigation, or potentially should cease operating altogether.

Long phone queues, no appointments available

I have been attempting to secure an appointment for the past two weeks. When I called at 8am, I was caller number 20 in the queue. After waiting approximately forty-five minutes, I was informed once again that no appointments were available and was directed to attend a walk-in centre or accident and emergency instead. This experience felt deeply frustrating. Additionally, when I visited previously to collect a prescription, I noticed the waiting area appeared to have very few patients present, which made the unavailability of appointments seem puzzling and concerning.

Getting appointments requires early morning calls

In my opinion, this practice is average. The staff are courteous and make an effort to assist, and you can typically secure an appointment if you call right when the lines open, however obtaining an in-person consultation is quite challenging. I have found myself turning to alternative urgent care services for prompt medical attention and then coordinating with my regular healthcare provider to move things forward.

Staff didn't listen to my concerns about my child

I had a very negative experience at this practice. I felt that the care provided was inadequate and I was concerned about the level of attention my child received. My child required hospital admission, which I believe was connected to the care received at the practice. I have sought legal advice regarding this matter, as recommended by the hospital team involved in my child's care.

Long waits despite empty waiting room

This practice would benefit from a review of its operational efficiency and clinical standards. Appointment availability appears limited, with extended waiting times despite seemingly available capacity in the waiting area. Follow-up results communication could be improved, as these appear to be handled by reception staff rather than clinical personnel. The scheduling of clinical staff presence throughout the week may also warrant examination.

Impossible to book an appointment here

I have been attempting to secure an appointment to address a persistent health concern, but have been unable to book a consultation as all available slots appear to be fully booked for the day. This situation has recurred multiple times throughout the week. The practice presents significant challenges when trying to obtain an appointment. Being registered at this surgery feels ineffective. From a perspective of providing adequate care, the practice appears to be falling short and requires improvements to its appointment system. The only suggestions offered are to attend a walk-in centre or contact NHS 111.

Felt genuinely cared for at every visit

We have consistently received excellent care and attention for both myself and my family members at this practice.

Receptionists kept dismissing my concerns

If I could give no stars I would. The reception staff's response to every inquiry is to direct patients to a walk-in centre. They appear unwilling to engage with concerns, which is quite frustrating.

Reception helpful but long wait for dismissal

The reception staff were very helpful, however after waiting a week to see the GP, I was disappointed to be told that nothing could be done for my condition and was advised to call emergency services if the problem persisted. I found this response frustrating and unhelpful.

Doctor tried to cancel appointment without examining baby

I felt I received minimal attention and care during my visit. The clinician appeared reluctant to engage with patients and gave the impression of wanting to be elsewhere. I had been encouraged to attend by a healthcare professional following concerns about my newborn's skin condition, which had deteriorated significantly. An hour before the appointment, I received a call suggesting the visit could be postponed until a later scheduled check-up, but I felt this was inappropriate given my child's discomfort and infection risk. During the consultation, after a very brief examination, I was directed to attend the emergency department at the hospital. The outcome was a prescription that could have been issued during the initial appointment. As I was the final patient of the day, the clinician's body language and actions made it clear they were eager to leave, with visible signs of preparing to depart before I had even finished gathering my things. I was disappointed by the standard of care provided to both myself and my child, and I have decided to register with a different practice.

Data breach with wrong patient letter sent

I received a confidential medical letter by email that was clearly intended for someone else. The letter contained full personal details and sensitive health information. I have not been an active patient at this practice for a considerable period. This appears to be more than a straightforward administrative error involving name confusion. This represents a serious breach of data protection protocols.

Prescription error left me dangerously unwell

Was prescribed medication that caused me to experience a significant adverse reaction shortly after taking it, which I later discovered was unsuitable given my existing health condition. When I requested a second opinion through the out of hours service, I found the experience to be disappointing, with the healthcare professional displaying an unhelpful and condescending manner. I feel the service needs substantial improvement to ensure patient safety and quality of care.

Reception team helpful, but practice let me down

I sought assistance with gradually reducing my medication following a surgical procedure, approximately three weeks into my recovery, and mentioned that I was experiencing anxiety. The approach taken was to discontinue all of my medications at once, which would have required me to stop taking strong painkillers abruptly without any support or tapering plan. When I expressed concern about this, as sudden cessation of such medications can be unsafe, I was told that a referral to mental health services would be arranged and support for substance dependency would be renewed. I felt compelled to escalate this matter through formal complaints channels as I was facing a gap in my medication supply within a day. Eventually, another clinician at the practice agreed that a gradual reduction was the appropriate approach and prescribed accordingly. I later discovered that a recommendation for mental health assessment had been documented without my knowledge, though no action had been taken on it, which seemed inconsistent with the stated level of concern. The following day, I realised that the anxiety medication that had been promised was not provided, so I contacted the practice again. Whilst the reception staff were helpful, I found interactions with the practice management to be frustrating and dismissive. When I called back, I was spoken to in a manner that felt accusatory and impatient, with comments suggesting I should have registered elsewhere. It is concerning that patients can be left without necessary medications. I felt that my health concerns were not taken seriously in the same way that those raised by my partner were addressed, and my requests for help following two surgical procedures in quick succession left me feeling like a burden rather than a patient requiring legitimate care. I have decided to change practices and would advise others to consider alternatives. The clinician in question is also the sole provider available for much of the week and tends to dominate conversations during consultations rather than listening fully to patient concerns. I would rate this experience much lower if the system allowed.

Reception staff gave misleading health information

The clinical staff members are generally satisfactory, with some variation in approach. One practitioner can seem somewhat dismissive and inattentive during consultations, while another demonstrates a more engaged and considerate manner, actively listening to patient concerns. The primary concern relates to reception staff. While most receptionists are pleasant and professional, one individual has provided information that appeared authoritative but proved inaccurate when verified with clinical staff. This person has given medical guidance beyond the appropriate scope of a receptionist role, which is concerning in a healthcare environment. Fortunately, I was able to verify information with qualified practitioners rather than accepting it at face value, but this could be problematic for more vulnerable patients. I have since learned from other patients that this receptionist's conduct has been similarly problematic for them. The contrast between this individual's approach and the friendliness of other reception team members is stark. I intend to lodge a formal complaint before changing practices, as this behaviour appears to be a recurring pattern that warrants escalation through proper channels. The unprofessional conduct has been sufficiently upsetting to affect those around me. This situation highlights the importance of reception staff maintaining appropriate boundaries and professional standards, as their interactions significantly impact patient experience and trust in the practice.

Rude reception staff offered no help

The practice provided minimal assistance with my concerns. The reception staff were unhelpful and displayed a dismissive attitude throughout my visit.

Reception staff attitude made me feel unheard

The reception staff member in a management position appears to exercise their authority in a manner that feels excessive. There are concerns about the accuracy of information being communicated to clinical staff, which creates a sense that seeking proper medical guidance through the practice may not be worthwhile.

Reception staff made booking appointments difficult

The reception staff came across as unwelcoming and unhelpful during my interactions with them. Securing an appointment proved to be extremely difficult. The practice appeared to deliver a better standard of care when it initially opened, but the quality of service has noticeably deteriorated as patient numbers have increased beyond what seems manageable.

Reception staff mostly helpful and professional

Most of the reception team are pleasant, however there is one member of staff who I feel is not suited to this role. When I attended to book an appointment today, the receptionist I initially spoke with was helpful. However, another staff member intervened and loudly announced across the room that the clinical staff had not addressed my concern. When I chose not to engage with this comment, the staff member responded with audible sighing and disapproving sounds, which I found unprofessional. I was also disappointed with the clinical care I received. I am concerned about patient confidentiality and would prefer that discussions about my visit remain private within the practice.

Receptionist wouldn't let me book an appointment

The reception staff seem to believe they know best. Getting an appointment feels like a frustrating process. Overall, quite disappointing.