Farrow Medical Centre

Phone lines cut off before appointments fill up

Accessing doctor appointments proves extremely challenging. When calling at 8am, the line frequently disconnects before connecting properly. After persisting for around 2 hours to get through, all available GP slots have typically been taken, leaving only appointments with nursing staff as an option. During these face-to-face visits, the nursing staff have suggested it would be preferable to consult with a GP instead. This situation has occurred multiple times despite having no alternative but to proceed with the nurse appointment. It remains unclear how others successfully reach the practice during morning hours and secure GP consultations. It would be beneficial if morning surgery sessions were reinstated, particularly given that the circumstances that led to their suspension have now passed.

Phone lines constantly busy and hard to reach

It's a weekday morning and for the initial period you encounter repeated disconnections. When you eventually connect, you find yourself far down the queue. Given that the pandemic is no longer an active concern, it would be beneficial if the practice reinstated drop-in clinic sessions as they operated previously. Even if an appointment is secured, it may be with a nurse practitioner rather than a doctor. The current state of primary care services raises questions about accessibility and service delivery.

Prompt appointments without long waits

I consistently receive timely appointments and am seen without significant delays.

Felt dismissed and not properly examined during appointments

I rarely write reviews, but I feel compelled to share this experience. Throughout my time as a patient here, I have consistently felt that my concerns were not taken seriously by the clinical staff. Appointments have typically involved minimal examination, with reassurance and basic pain relief suggested as the standard response. Now as an adult, I continue to experience similar issues and have become reluctant to book further appointments. There was a significant delay in receiving a diagnosis for an infection—it took several months—and I only received clarity when I sought a second opinion elsewhere on a weekend. The clinician I saw at that alternative location expressed concern about the lack of thorough assessment I had previously received. The effects of this experience persist, and I have noticed ongoing symptoms including dizziness that have impacted my daily functioning and concentration during my studies.

Quick appointment helped fix initial prescription error

My wife attended two appointments with a relatively new member of the nursing staff who appeared to need to seek guidance from colleagues to determine the appropriate course of action. The prescribed medication proved ineffective over a two-week period. When she was eventually seen by a doctor at a third appointment today, it was identified that the initial prescription had not been suitable for her needs. I am grateful to the reception team for facilitating a prompt appointment and to the doctor for identifying the correct approach. I would suggest that patients requiring medical assessment be prioritised for appointments with doctors rather than less experienced nursing staff. My wife could have recovered sooner had she been able to see a doctor initially. The two-week delay caused her considerable difficulty, which might have been prevented with earlier access to appropriate clinical expertise.

Reception staff attitude needs improvement

When I first started attending, the practice had an excellent rating. The clinical staff were genuinely supportive and compassionate. The reception team, however, wasn't particularly strong. Over time, the reception experience has deteriorated significantly, though this hasn't affected all team members equally. During a recent visit, I felt that a clinician was dismissive of my request for a routine health check, despite my ongoing medication management. I believe the practice leadership should review both the reception team's conduct and clinical interactions with patients. Additionally, the processes for requesting repeat appointments and accessing urgent care slots could be streamlined and made more accessible. These concerns mean I'm unable to rate this experience as highly as I would have liked.

Long phone queues need more staff

The telephone waiting time is excessive. The reception team would benefit from additional staffing resources to manage call volumes more effectively.

Friendly staff who actually listen to you

The reception team were delightful and welcoming. The clinical staff demonstrated attentiveness and provided helpful support to the best of their ability. The facilities were well-maintained and spacious, with a convenient pharmacy located nearby. Overall, it was a pleasant experience visiting this practice.

Struggling with the new call-on-the-day appointment system

I have been a patient at this practice for approximately three and a half decades, and I previously considered it to be among the finest in the area, with no complaints whatsoever. Unfortunately, the experience has deteriorated significantly in recent times. I find it increasingly difficult to secure appointments due to a change in their booking system to a same-day telephone arrangement, and the removal of walk-in sessions during morning hours has been particularly inconvenient. During a recent visit, I encountered a healthcare professional whose manner I found unhelpful and dismissive. Additionally, one of my appointments was cancelled without any prior notification or explanation provided. Overall, this represents a disappointing series of shortcomings. However, I must acknowledge that two of the clinical staff members have provided me with excellent care and support, and I am genuinely grateful for their professionalism and attention.

Reception staff could be more welcoming

The reception staff were quite unwelcoming and discourteous. It may be worth considering whether improvements could be made to the front-of-house team.

Receptionists remain helpful despite staff changes

I have been attending this practice for a considerable length of time. The reception staff consistently demonstrate helpfulness and courtesy. Several experienced clinicians have departed in recent times. I trust that the current medical team will continue to provide the same level of understanding and professionalism. The support provided remains valuable.

Reception staff were dismissive and rude on the phone

As someone working in healthcare, I was disappointed by the manner in which I was spoken to during my recent contact. I felt rushed off the phone without proper courtesy. The reception staff member's tone came across as dismissive and lacking warmth. It would be appreciated if interactions could be handled with more care and consideration. Rather than abruptly ending the conversation, a simple check-in such as "is there anything else I can help with?" would make a significant difference to the experience. Thanks

Staff answered the phone without delay

This medical centre has recently received a negative review elsewhere. However, I have had a positive experience. The reception team answers calls promptly, appointments are scheduled without delay, the staff members are courteous and friendly, and waiting times are short. The car park facilities have been convenient. Based on these factors, I would rate the service highly, particularly when compared to some other practices in the area.

Rude reception staff made me feel unwelcome

When I contacted the antenatal clinic, I was taken aback by the manner in which I was treated. The staff member came across as dismissive and unhelpful, and I felt their demeanor was not suited to a patient-facing role.

Appointment waits are getting longer

I have been a patient at this practice for a considerable length of time, and I have noticed a gradual decline in the quality of service provided. Obtaining an appointment requires planning well ahead, as availability is limited several weeks out. Interactions with some members of the reception team can be challenging. For those in employment, attending appointments presents difficulties as there is limited flexibility outside standard daytime hours, with the practice appearing to assume all patients are available between mid-morning and mid-afternoon. The care and service standards were noticeably better when the practice operated from its previous location.

Phone lines impossible to get through on

If it were possible, I would rate this experience even lower. My young child has been experiencing a sustained high fever exceeding 41 degrees for six consecutive days. We typically hesitate to contact the practice as we have found previous interactions unhelpful. The situation has now escalated, with a rash appearing on the child's extremities. I made multiple attempts to reach the practice, finally getting through at opening time after numerous calls, only to speak with reception staff who came across as dismissive. The interaction was brief, with the suggestion to submit images to a clinician before the call was ended abruptly. This reflects a broader pattern I have experienced with this practice. Each time I contact them, the approach feels identical regardless of the severity of the concern, with responses appearing to offer only basic interventions such as standard medications. I have found the overall experience frustrating and feel the reception team could benefit from improved communication skills. Some clinical staff have been more helpful in my interactions. I do not typically share feedback online, but I felt compelled to do so given the level of dissatisfaction I have experienced, hoping to inform others about my concerns with this practice.

Practice cancelled appointment then dismissed concerns over phone

When we initially registered at this practice, the standard of care was acceptable. Unfortunately, the quality has deteriorated significantly, and I have serious concerns about whether this practice is providing safe healthcare to its patients. My wife, who was ten weeks pregnant, experienced severe pain in the lower back area that made it impossible for her to sit comfortably or sleep through the night. We contacted the practice first thing in the morning and were offered an in-person appointment at 11 AM, which we were grateful for. However, shortly afterwards we received a message indicating the appointment had been cancelled and that a clinician would call instead. During the telephone consultation, which I was present for, my wife explained her severe pain and swelling in detail. I was disappointed by the response, as the clinician suggested this type of pain was a normal part of pregnancy and that nothing could be done to help. The call ended quickly without further discussion. Believing this assessment was incorrect, I arranged an urgent appointment with a private healthcare provider the same day. When examined there, my wife was diagnosed with a significant infection and was prescribed a course of antibiotics along with additional treatment. It is concerning to consider what might have happened had we not sought this alternative medical opinion. This practice appears to have fallen short of the standard of care expected, and I question whether they are fulfilling their responsibility to patients.

Phone lines impossible to get through on

I have been attempting to contact the surgery from early morning, but the phone lines have been consistently unavailable or not accepting calls. My children are unwell and I have been unable to reach anyone to arrange an appointment. This situation has left me frustrated, as it appears to contribute to unnecessary pressure on emergency services. I now feel I will need to seek care elsewhere and endure a lengthy wait just to obtain the medication we need. The accessibility of the practice has been disappointing.

Reception staff attitude needs improvement

I felt uncomfortable during my recent visit due to interactions with reception staff. I observed what I perceived as dismissive behaviour towards certain patients, and I was concerned about the tone and manner in which some staff members communicated. I felt this created an unwelcoming atmosphere and would appreciate to see improvements in how all patients are treated at the practice, regardless of background. I hope the practice will address these concerns to ensure a more respectful environment for everyone.

Reception staff need better training and support

I'm having difficulty locating the practice management team, and I wonder why they haven't addressed the various feedback that's been raised. It seems they should be paying attention to these concerns. Many patients appear to be experiencing challenges when dealing with the reception area.