Farrow Medical Centre

Early morning calls don't guarantee faster appointments

I was instructed to telephone at 8:00 a.m. to request an appointment, only to be informed that I would need to wait a further two weeks as my concern was not deemed urgent. It seems inefficient to require patients to call at such an early hour if the outcome would be identical to calling at a later time in the day. The practice management explained that the delay was necessary because my issue did not meet the criteria for urgent treatment. It appears there may be some confusion about the role of a GP surgery, as patients naturally contact their practice for routine healthcare matters rather than acute emergencies, which are appropriately handled elsewhere.

Inconsistent help with prescription requests

The quality of service appears to vary depending on which staff member is assisting. On some occasions, prescriptions from the hospital have been printed without issue, while on other visits this has not occurred.

Doctors who actually listen and respond quickly

I would strongly suggest this practice to others as the clinical staff are notably superior to many alternatives in the locality and they genuinely pay attention to what patients say. Booking an appointment is straightforward and efficient. I have no complaints whatsoever.

Staff were kind and genuinely supportive throughout

I would like to express my sincere appreciation for the excellent care provided by the clinical team and all the staff at the medical centre. Throughout our time with the practice, they have consistently been kind, professional, and incredibly supportive. A family member has been dealing with a health condition, and the understanding, patience, and care shown by the clinicians and the entire team have meant a great deal to our family. As a parent of multiple children, having a reliable and compassionate medical centre is extremely important, and this practice has truly been there for us when we needed them most. The staff are always helpful, approachable, and willing to go the extra mile. It is with sadness that we have to leave the practice due to relocating, as we would have gladly stayed with them. They will be greatly missed. Thank you to everyone at the practice for your dedication and continued support — it does not go unnoticed.

Long phone queues and unwelcoming reception staff

The clinical staff are satisfactory, however there are significant delays when trying to reach the practice by telephone and the reception team could be more courteous in their interactions with patients.

Couldn't get through to midwifery team

This practice has been disappointing during my pregnancy. The staff seem unclear about various concerns and frequently direct me to emergency services for minor issues. The midwifery team is difficult to reach, and when contacted, they indicate they cannot assist. Overall, I feel the care coordination has been lacking and the team appears uncertain about how to help.

Long wait times and automated disconnection

The reception staff are presently occupied with other inquiries and there is a waiting queue ahead of you. Should you be experiencing a medical emergency, please disconnect and contact the emergency services. If not, kindly attempt your call at a later time. Your call is about to end. I must reiterate, your call is about to end.

Reception team helped me find the right support

The reception team provided excellent support and guidance throughout my visit. I particularly appreciated the assistance I received when seeking help with a family member's healthcare needs. The clinical staff were also responsive and helpful when I needed their input. Thank you for the care shown.

Struggling to book an appointment here

I have been unable to secure an appointment despite making repeated attempts over an extended period, with each contact resulting in being asked to try again the following day. It appears challenging to access services at this practice, as the appointment system seems overwhelmed. The surgery appears to be operating beyond its capacity, which raises concerns about whether patient care is being prioritised appropriately over other operational considerations.

Staff member made me feel listened to and unhurried

I would like to give very positive feedback regarding my experience at the medical centre. The healthcare professional I saw was consistently calm, gentle, and caring, making each visit feel at ease. They demonstrated genuine friendliness and approachability, taking adequate time to listen without conveying any sense of urgency. They proved to be reassuring, patient, and supportive throughout, approaching all matters with kindness and professionalism. Their helpfulness and competent handling of various situations were much appreciated. I am grateful for the excellent standard of care provided.

Long waits and no callback from the surgery

I have been a patient at this surgery for many years and have noticed a significant decline in service quality. I attempted to contact the practice on multiple occasions in the early morning, requesting a callback appointment, but experienced lengthy waiting times without receiving a response. When I eventually reached reception after an extended hold, I was advised to consult the pharmacist initially and only to book a GP appointment if the issue persisted. I had also arranged appointments for family members and waited considerable time without securing a consultation with a GP. When I questioned why my callback request had not been fulfilled, I was told the practice was experiencing high call volumes. I found the receptionist's response dismissive and felt there was no acknowledgment of my concerns or clear pathway to lodge a formal complaint. The accessibility of the complaints process appeared unclear, which prompted me to share my experience through this review as an initial step.

Receptionists were dismissive and unhelpful

I would rate this practice much lower if possible. Over a three-year period, I have struggled to communicate with management. The reception staff have come across as dismissive and unhelpful. The clinical team have seemed unwilling to engage with patient input or consider alternative treatment approaches. For those managing ongoing pain conditions, I found the practice to be unsupportive and resistant to seeking additional medical perspectives. I have decided to transfer to another practice and intend to raise my concerns with the relevant regulatory bodies.

Impossible to reach by phone for appointments

I found my experience with this medical centre to be extremely frustrating and disappointing. The appointment booking process has been particularly problematic, with repeated difficulties getting through on the phone. When I do manage to reach someone, I'm often directed to call back at different times, which creates a confusing cycle that has left me feeling unsupported. After multiple attempts to secure an appointment, I remain unable to do so. The reception staff interactions have felt dismissive and lacking in understanding of my situation. The overall system feels inefficient, unprofessional, and unhelpful for patients seeking care. I am seriously concerned about this experience and feel it requires urgent attention from relevant authorities. Access to healthcare should not be this challenging, and I believe patients deserve better service and consideration. This has been a very poor experience overall.

Long wait to get through on the phone

Obtaining an appointment can prove challenging. It is advisable to attempt contacting the practice again at the start of the week.

Reception staff turned me away for being late

I had a negative experience with a member of the reception team today. When I arrived a few minutes late for my appointment, I was turned away, whereas on previous occasions I have been accommodated. This interaction reminded me of a similar incident from several years ago involving the same staff member, which I found upsetting at the time. I feel this level of service does not meet the standard I would expect from a healthcare practice.

Receptionists were dismissive and unhelpful throughout

The reception staff came across as dismissive and appeared unfamiliar with their procedures. If you are a transgender patient, you may find this practice challenging. There were issues with a shared care arrangement that had initially been approved but was subsequently not accepted. The practice had confirmed the shared care agreement with another clinic and completed the necessary blood work, but later communicated that the arrangement could not be continued. This experience felt frustrating and inconsistent with what had been discussed beforehand. The service did not meet expectations. Consideration is being given to escalating this matter through formal complaints channels.

Helpful and straightforward care

Positive experience with the medical team

Reception staff were dismissive and lacked empathy

I have been a patient at this practice for many years, since childhood, but I have noticed a significant change in the quality of care provided. The practitioners who previously delivered excellent service are no longer there. It is with genuine disappointment that I feel compelled to share my experience. The interactions I have had with reception staff have been consistently dismissive and discourteous, leaving me feeling undervalued on multiple occasions. One staff member in particular displayed a lack of professionalism and made comments that felt accusatory regarding my health situation. Other reception team members have also been unhelpful, though I was unable to identify them specifically. The reception team would benefit greatly from communication and customer service training, as the current approach lacks the compassion expected from a healthcare provider. I have also found that clinical staff have not been sufficiently attentive to my concerns. When I raised a health worry, it was dismissed as typical for my age group, which I felt was inappropriate and dismissive of my legitimate concerns. I have had limited opportunity to consult with doctors, making it difficult to assess their approach. The practice appears to use external circumstances as justification for service shortcomings rather than focusing on delivering the standard of care that patients are entitled to expect. If the practice values respect from patients, it must first demonstrate that same respect in return.

Reception delayed pharmacy communication by hours

I recently attended an appointment and received a prescription for two items, both creams. When I went to the pharmacy to collect them, I was informed that one item was unavailable and that an alternative would need to be requested from the clinical team. I then spoke with reception to enquire about the timeframe, and was advised it would take approximately 2 hours, despite the clinical area being very close to the reception desk.

Quick appointment with minimal waiting time

Efficient service with a swift appointment experience.