East Wing Practice

Reception staff made me feel genuinely valued

I have been a patient at this practice from the beginning and have found the reception team and clinical staff to be excellent throughout. Nothing has ever seemed too much trouble for any member of the team from my perspective, and I would consider the service to be of a high standard.

Dismissive approach left me without pain relief

Healthcare professionals communicating in a manner that feels patronising, combined with decisions to discontinue medications that were providing symptom relief and improving daily functioning, apparently driven by resource constraints. This experience felt dishonest and manipulative, with a sense that professional authority was being exercised irresponsibly.

Reception wouldn't listen to my request

I have been experiencing ongoing discomfort for several weeks now. During my interactions with the practice, I received conflicting information from different clinicians. I felt dismissed when one appointment did not result in a referral for imaging, with cost concerns appearing to be a factor. My frustration escalated when I encountered difficulties accessing an online consultation with another clinician through reception staff, who I felt were unwilling to help. This led to an exchange where I became upset, and the situation was not handled in a way that felt supportive. Subsequently, I was informed by letter that I had been removed from the practice list, despite being in the process of undergoing diagnostic testing at that time. I later learned that another clinician had arranged a referral for imaging, but this was not communicated to me beforehand. When I encountered a clinician outside the practice, I attempted to discuss my concerns, but felt that my situation was not taken seriously. Overall, my experience with this practice has been deeply frustrating, and I have lost confidence in returning. I am now required to find alternative care while managing ongoing medical investigations, which has added considerable stress to an already difficult situation.

Forced appointments block access to agreed repeat prescriptions

This practice has become increasingly difficult to work with. I manage a long-term condition affecting my back and was advised by a clinician that I could request repeat medication as needed rather than attending regular appointments. However, each time I attempt to obtain this, the practice insists on scheduling a consultation instead. The challenge is that available appointments are typically several weeks in advance, and with full-time work commitments, attending these visits is not always feasible. As a result, I find myself without access to the medication that provides me the most relief during periods when my condition worsens. It seems counterproductive to require both my time and clinical time for appointments when a different arrangement had previously been established. The inconsistency in how requests are handled, combined with extended waiting times and what feels like insufficient consideration for patients' individual circumstances, is frustrating. Those seeking dependable and straightforward care may find this practice does not meet their expectations.

Reception staff went above and beyond

The medical receptionist at this surgery is exceptionally helpful and consistently goes the extra mile to assist patients in finding the appropriate care. Nothing seems to be too much trouble, and they are a real asset to the practice.

Admin staff gave conflicting information repeatedly

This practice fell short of expectations. I would advise caution before attending. The administrative team demonstrated unhelpful behaviour and provided inconsistent information across multiple visits. I want to emphasise that the staff conduct was disappointing.

Locums provided thorough care and helpful follow-up

Recently had a few visits but only able to see locum staff, not disappointed at all as both were excellent. I would thoroughly recommend both clinicians as they were very thorough and took an interest in their patients. I received a comprehensive examination from one clinician and this was followed up by another who provided additional information regarding a possible diagnosis. I would be very happy to see these locums in a permanent GP role. Thank you.