Fell Cottage Surgery

Friendly staff made prescription ordering simple

I find all the staff to be very friendly and approachable. For my ongoing medication needs, I contact the local pharmacy to place orders and they deliver them once they have received the necessary approval from the practice.

Helpful staff and easy appointment access

The staff members here are excellent and consistently helpful. I was able to secure an appointment when I needed one.

Receptionist called back within thirty minutes promptly

This review was submitted on behalf of a family member of a patient at the practice. On a Tuesday, I contacted the surgery to report that my relative was unwell and required urgent assessment. A receptionist assured me she would relay the message and confirmed she would call back with an update. I received a callback within half an hour confirming that the on-call clinician would be in contact, and they were. All three calls occurred within an hour. Given the demands on primary care services, this responsiveness was genuinely impressive. The receptionist's approach was warm and supportive, and she made considerable effort to facilitate contact with a clinician and resolve the situation. I am very grateful for this. I was subsequently contacted by the clinician who listened attentively to my concerns and offered an immediate appointment at the surgery. They conducted a comprehensive assessment and arranged for my relative to be admitted to hospital without delay. Their swift intervention likely made a significant difference to the outcome, as my relative was found to have a serious cardiac condition that had not previously been identified. They have commented on how considerate the clinician was and how thoroughly they were heard - thank you for that. A colleague later mentioned that the hospital required 27 hours and multiple investigations to reach the same conclusion that had been documented in the referral letter, which reflects well on the clinical assessment provided. My relative is now receiving specialist care and awaiting a procedure, remaining in hospital until this is completed. I am very appreciative of the care and dedication shown by all involved, particularly in this instance.

Phone receptionists need better training urgently

The reception team's approach does not reflect well on the practice. There is a consistent pattern of unhelpful communication when patients call in, with an impression that incoming calls are viewed as a burden rather than part of the role. I have experienced repeated issues with prescription management, including being told items have been ordered when they have not actually been processed. When raising concerns about these matters, the responses received have felt dismissive and accusatory rather than helpful or apologetic. Overall, there appears to be a lack of consideration for patient wellbeing and emotional experience.

Missed appointment with dismissive phone response

I have had an extremely disappointing experience at this practice. If it were possible, I would rate them far below one star. A scheduled remote consultation did not take place, and when I contacted the practice to ask about this, I was told to simply switch to a different provider and informed that there were many alternatives available. There was no attempt to explain what had happened or offer any form of apology. The overall approach was deeply unsatisfactory, and I found the attitude and level of service to be among the poorest I have encountered. The reception team came across as unwelcoming, dismissive, and fell well short of professional standards. I would strongly recommend looking elsewhere for your healthcare needs.

Online booking makes appointments straightforward

Outstanding experience overall. While telephone access can occasionally be challenging, the online booking system is efficient and straightforward to use. For those preferring to speak with someone directly, contacting the practice outside of peak morning hours tends to be more successful.

Practice listens and gets appointments quickly

I have complicated healthcare requirements and I recognise that I am not always the easiest person to work with, but the entire team at this practice has consistently demonstrated genuine compassion towards me. While it is true that this is a high-volume practice and the telephone system can occasionally be stretched, I have been able to see my preferred clinician twice within the last month, each time within a couple of days of making my request. Some of my health concerns are quite serious, but the clinical staff approach me with professionalism and dignity, and I feel confident and supported by their care. The critical feedback left by other patients does not align with what I have personally experienced.

Long-term patient finds staff helpful and courteous

Having read the negative reviews for this surgery I feel compelled to respond. Having been with this practice for over 40 years I simply don't recognise these negative comments. The practice has been with me through several significant health challenges apart from the more minor complaints and I have always had the best of attention and care. Making appointments is not difficult, particularly since being able to make them online, though sometimes it is not always possible to get an early appointment with a preferred clinician. I have always found the staff very helpful and courteous. In short I do not recognise the negative reviews and wonder if they are reviewing a different practice!

Staff weren't welcoming or polite

The staff members were not particularly courteous during my visit.

Reception staff made me feel like a burden

Upon relocating and attending my initial appointment at the practice, I was quite let down by the clinician I encountered. Their demeanour came across as unprofessional and uncomfortable, which left me feeling uneasy throughout the visit. The receptionist I interacted with displayed a rather distant attitude, and their manner made me feel as though my enquiry regarding a prescription refill was an inconvenience. When I attempted to book an appointment today, I was disappointed to find that the only available clinician was the same one from my previous visit.

Appointment booking system needs serious improvement

Securing an appointment presents significant challenges, as availability typically requires booking several weeks in advance, whether seeking a nurse or doctor consultation. I paid for a course of injections and was satisfied to proceed, but when attempting to arrange the final injection, the practice was unable to provide it. When I tried to book a doctor's appointment at the earliest available time, the soonest slot was several weeks away. The day before my scheduled appointment, I received a letter notifying me of cancellation without any prior phone call notification. This cancellation situation has occurred twice within a six-month period. My previous practice, where I was a patient for three decades, never cancelled appointments in this manner. I find it difficult to understand how this surgery operates given these recurring issues.

Friendly staff made me feel genuinely heard

This has been the finest medical practice I have ever attended. I have been a patient since childhood and had to relocate my care when the facility moved to a new location. I have nothing but praise for the entire team. One clinician in particular demonstrated exceptional professionalism and genuine compassion that surpassed any healthcare provider I have previously encountered.