Fell Cottage Surgery

Couldn't get through on the phone line

I had a very disappointing experience during my visit.

Staff were genuinely kind and helpful

This practice represents some of the finest healthcare services in the region. The entire team demonstrates genuine warmth and compassion in their approach to patient care. Kindest regards.

Caring team that actually listens to you

Relocated to the area from another location and have been pleasantly surprised by the quality of care at this practice compared to my previous surgery. I believe many patients may not fully appreciate how fortunate they are to have such a dedicated team. The staff are genuinely compassionate and attentive, taking time to listen to concerns. I could elaborate further, but I simply want to express my gratitude to what is clearly a hardworking team that consistently goes the extra mile. Thank you very much.

Friendly staff made booking appointments easy

Wonderful, compassionate and welcoming practice. After moving from a different surgery, it feels like a completely different experience where patients aren't made to feel like a burden when requesting an appointment. The entire team, including clinical and administrative staff, are truly exceptional.

Fast appointment booking and professional care

Extremely quick and efficient service delivered in a highly professional manner!

Appointments made without telling me, then blamed for missing them

I experienced several significant issues with my care at this practice that have left me concerned about their reliability. Firstly, appointments were arranged without my knowledge or consent, and I was subsequently blamed for missing appointments I had never been informed about. This lack of communication created unnecessary confusion and frustration. Secondly, there were considerable administrative failures regarding referrals. I was instructed by the surgery to contact the hospital directly, but when I did so, the hospital had no record of any referral because the surgery had not submitted the necessary paperwork. This resulted in me being caught between two organisations, having to chase both for resolution when the responsibility should have rested with the surgery to complete their administrative duties properly. Thirdly, when I contacted the surgery about a health concern that required prompt attention, I was advised to call back the following day rather than being offered timely assessment. This delayed response to a potentially serious matter was concerning. When I attempted to discuss these problems with the practice, the response was dismissive and unhelpful. Rather than addressing my legitimate concerns, I was met with an attitude that suggested the fault lay with me for being dissatisfied. Overall, this practice has demonstrated poor administrative processes, inadequate communication with patients, and an unhelpful approach to complaints. I have lost confidence in their ability to manage my healthcare safely and effectively. I would encourage others to carefully consider whether this practice can meet their healthcare needs reliably.

Receptionists made a real difference here

I have been attending this practice for many years and have consistently received good care. Over the past year, however, the team has demonstrated exceptional commitment and implemented several positive improvements. I felt compelled to share this feedback to provide a balanced perspective, as I have been genuinely impressed with the front desk staff, the efficiency of appointment scheduling, and the clinical team members.

Small surgery with welcoming staff and short waits

A compact practice where the team members are friendly and approachable, and the typical wait to be seen is quite reasonable. It's a pleasant place to visit.

Receptionist was dismissive and unhelpful

I had an unsatisfactory experience today as the receptionist's manner was not welcoming 😔

Reception staff really listened to me

I have been a patient at this practice for quite some time and have found the team to be excellent. They are consistently available when needed and provide good support. The front desk staff are particularly attentive and responsive, showing genuine care when I am struggling emotionally.

Reception team sorted my query quickly

I have been a patient at this practice for many years. The clinician I see is excellent, and I really couldn't ask for better care. Today I had an enquiry which the reception team kindly directed to an administrative staff member. They were wonderfully friendly and incredibly supportive, handling my query with ease and making me feel like it was no trouble at all. Thank you so much!!!!!

Reception staff helped sort my audiology referrals

I wanted to express my appreciation for the excellent customer service I received today when arranging my audiology appointments. The staff member at the surgery went above and beyond to ensure my appointments were booked, referrals were processed, and followed up with me as promised.

Receptionists handled demand with genuine care

My time at Fell Cottage Surgery has been consistently positive throughout. The clinical staff have maintained a high level of professionalism, and the nursing team have been particularly welcoming and friendly. The administrative team handling referrals have been exceptionally helpful and efficient. The reception staff manage a demanding workload with professionalism, and I feel they often receive unfair criticism in reviews given the pressures they face.

Struggled to get basic tests arranged for months

It has taken more than a year to begin addressing multiple health concerns, and I have needed to seek private treatment for some of these issues. Even obtaining routine tests has required persistent follow-up. I continue to manage these health matters without resolution despite the extended timeframe.

Long waits and phone lines that keep cutting off

I attended an appointment with the pharmacy team on a Thursday afternoon. After waiting for over half an hour without being called, I approached the reception desk to inquire about the delay, but found the staff were occupied with other matters. As I had another commitment to attend to elsewhere, I decided to leave. Since that visit, I have attempted to contact the surgery on several occasions by telephone. However, each time I have managed to get through, I have been placed on hold before the call has been disconnected. This pattern has repeated multiple times, which has led me to stop attempting to reach them. Due to these experiences, I am currently exploring alternative healthcare providers as my confidence in the practice has diminished.

Had to source prescription elsewhere myself

It is frustrating to have to contact multiple pharmacies to locate a prescribed medication after being informed by the practice that their supply is unavailable. I am grateful to the pharmacy at Eldon Square for holding the final stock of the item until I was able to collect my prescription from the surgery.

Friendly reception made all the difference

I couldn't be more satisfied with the care provided at this practice. I'm very grateful for the service received.

Staff checked on patients during warm weather waits

I have been a patient at this practice for several years and have found nothing to criticise. The entire team consistently demonstrates courtesy and professionalism. During a recent appointment, I was impressed by how the staff showed genuine concern for patient comfort in warm conditions, offering refreshments and checking on wellbeing. This thoughtfulness meant a great deal to me. It is important to acknowledge that we often focus on complaints rather than recognising the dedication of healthcare professionals. I am grateful for the care and commitment shown to patients in our community. The standard of service is excellent, and I feel fortunate to be registered here.

Phone queue system needs urgent improvement

It is extremely frustrating attempting to secure an appointment at this practice. The telephone line consistently appears to be engaged, and on the rare occasions when I manage to connect and join the queue, I find myself disconnected just as I am about to speak with someone.

Prescription delays added to my stress

I have been attending this practice for a considerable time with complicated healthcare requirements. Unfortunately, the standard of care has not met my expectations. There have been delays with important medications, and I have found the approach to lack compassion and understanding. This has added to my stress and negatively impacted my wellbeing. I would rate my experience far lower if that were possible.