Fellview Healthcare

Rushed appointments left concerns unaddressed

My experience with the healthcare services at both locations has been deeply disappointing. I felt that the clinical staff did not prioritise patient wellbeing and rushed through consultations. Following multiple visits, my infant was prescribed medication that differed significantly from what I understood would be provided, and I questioned whether it was necessary. I submitted formal complaints about my experiences at both practices but received only telephone consultations in response, with suggestions to book further appointments for a thorough evaluation. I did not receive an apology or acknowledgement of my concerns. I found this response to be unsatisfactory.

Easy appointment and no waiting time

Visited the practice yesterday and had no difficulty arranging an appointment. When I arrived, there was no wait. The healthcare professional I saw was excellent, as has been the case on previous visits.

Reception staff dismissive when seeking urgent care

I'm not typically one to criticise the health service, but when someone close experiences a difficult situation, it feels important to speak up. A family member who wishes to remain anonymous attended the surgery today with a concern that had previously required immediate medical attention, including an in-surgery procedure due to a potentially serious condition, followed by an emergency ambulance call. However, on this occasion, the receptionist made a unilateral decision that the family member would not be seen by a doctor, delivered in what could only be described as an authoritative and dismissive manner. It's a familiar dynamic—someone in a position of minor authority who appears to let that responsibility inflate their sense of importance, presenting themselves as decisive when they come across as rather unkind. Admittedly, difficult gatekeeping decisions are part of such roles, and those making them will be judged by their choices. Yet this isn't comparable to a landlord deciding who enters their establishment or a shopkeeper choosing their customers. These decisions affect people's health and wellbeing. Surely when there's any uncertainty, a cautious approach—even just to be safe—would be warranted. Instead, the receptionist's decision had real consequences. What could have been a straightforward appointment became a stressful ordeal that ultimately resulted in my family member being admitted to hospital for extensive testing and at least one overnight stay. While these outcomes might have occurred regardless, a little empathy and consideration would have made the experience considerably less distressing. Would it have been unreasonable to ask a doctor to review the case, simply as a precaution? Does someone in a reception role possess the medical expertise to turn someone away so casually, particularly when informed of the patient's previous serious episode? Wouldn't a more cautious approach have been more fitting? It's straightforward to assert authority and be blunt from that position, but where was the compassion and genuine concern for the patient's welfare? Perhaps a more serious outcome will prompt a change in approach, though by then it may be too late for whoever is affected. The individual involved should reflect seriously on how they handled this situation today. I hope they don't make a similar misjudgement in future with potentially serious consequences. Following an injury sustained over the weekend, I called on Monday to request an appointment. I was unable to get through initially, so I submitted an online form requesting a sick note. The system indicated a three-working-day turnaround, which seemed reasonable. I called Monday afternoon to confirm receipt and was told it had been received, with a typical turnaround of forty-eight hours, meaning it should be ready by Wednesday. That seemed promising. By Wednesday afternoon, I was informed it wasn't yet ready but should be by the following day. No problem there. On Thursday, I spoke with someone who was very accommodating, explaining I was fifth in the queue and expecting it to be completed by the end of their shift. They took my email address to send it directly. Progress seemed to be happening. However, Friday morning brought disappointing news—the sick note was unlikely to arrive that day, and apparently the previous person had been mistaken. Not ideal. When I called Friday afternoon, I was told a doctor would contact me on Tuesday. The person I spoke with became defensive when I expressed concern about the six-working-day timeline for a simple sick note signature. They spoke over me, interrupted repeatedly, and showed minimal patience with my questions. While I eventually received an answer, the overall interaction was deeply frustrating.

Impossible to book appointments or reach by phone

I have experienced significant difficulties obtaining appointments at this practice. On one occasion, I attempted to book an appointment through multiple calls but was unable to reach anyone. Additionally, a repeat prescription was discontinued via text message without any advance notice or explanation, which left me without my medication. I feel that a conversation, either in person or by phone, would have been helpful to discuss this matter beforehand. Due to these ongoing access issues, I am considering registering with a different surgery. I am very dissatisfied with my experience.

Reception staff were dismissive and rude throughout

I found the reception experience quite disappointing. The receptionist's manner came across as unwelcoming and defensive without apparent reason. When I phoned to request a callback due to difficulty reaching the practice, I felt dismissed. As I was leaving, the receptionist raised her voice at me while I was speaking with someone I know, commenting on how challenging it is to obtain appointments or callbacks these days. Despite not having been speaking with her directly, she continued to raise her voice. I felt this person may not be well-suited to a role requiring strong interpersonal skills. I subsequently contacted an alternative service which resolved my issue promptly. I have decided to seek care elsewhere going forward. Overall, I found the interaction to be discourteous and abrupt.

Felt heard and taken seriously

Excellent healthcare professional

Impossible to reach by phone during urgent need

Honestly, this practice is extremely frustrating. I made numerous attempts to get through, spending considerable time on hold, then found myself in a lengthy queue before eventually reaching someone, only to experience further delays when the line connected without a response for several minutes before I gave up in exasperation. It would be preferable if there were an option to reflect how dissatisfied I am with my rating. The clinical staff are perfectly pleasant, but if you require urgent care, you're essentially forced to make your own way to the nearest accident and emergency department or risk being left without assistance at home. Unfortunately, there are no alternative practices available in this locality, whether NHS or private. I'm sharing this feedback with some concern about potential consequences, having registered at this location following a previous surgery closure.

Practice struggles with basic phone contact details

My family member experienced a serious health event a few weeks ago and has been waiting for a clinical callback to discuss necessary medication. There were issues with contact details being recorded incorrectly, which required us to visit in person to correct. Despite this, the wait for the callback has continued, which has been quite frustrating and concerning.

Couldn't get through or book appointments

Unable to provide a lower rating, so giving a 1. The experience fell short of expectations regarding patient care, with difficulties in making contact and securing appointments. A complaint was raised about a visiting clinician, which was handled in a manner that felt unsatisfactory. As a result, the process of transferring to another practice is underway due to frustration with the service.

Receptionist went above and beyond to help

I appreciate the excellent assistance I received from the reception team today. Thank you for your helpful support.

Receptionist refused to escalate urgent medication request

I attended the surgery today and encountered what I felt was an extremely poor level of service. While I recognise that staff work under considerable strain and pressure, I was taken aback by what I experienced this morning. I have a very young child who requires regular medication to manage a serious medical condition. This morning, the medication bottle was accidentally dropped and broken before a dose could be given. I contacted the surgery to explain the urgent situation, emphasising that without prompt medication administration there could be serious health consequences. I requested that a clinical professional review the matter urgently and consider issuing an emergency prescription. By this point, the medication was already several hours overdue. The response I received from the receptionist was that prescriptions take two days to process and this could not be expedited. I reiterated the severity and urgency of the situation, asking whether it might be possible to speak directly with a clinical professional given the potential risks involved with a young child. The receptionist responded that the practice has a large patient list and the doctors were too busy, suggesting I call back later to see if anyone had reviewed my request, but that they would not be pushing anything through. I then asked what I was supposed to do given the serious nature of the situation and the risk of a medical emergency occurring without the medication. The receptionist's suggestion was that if an emergency occurred, I should call 999. I felt this interaction was deeply unsatisfactory. Receptionists should recognise the limits of their role and defer to qualified medical professionals when patients are expressing genuine clinical urgency. A simple conversation between the receptionist and a doctor could have resolved this appropriately and quickly in exceptional circumstances.

Impossible to get through on the phone

If I could give zero stars I would. I've attempted to book appointments multiple times and have consistently been informed that there are no available slots. Even reaching someone to discuss this has proven difficult, with calls either going unanswered or resulting in a busy signal. The whole process feels entirely ineffective.

Phone queue system needs urgent improvement

I received a text message from the surgery asking me to book an appointment, so I called at the opening time. Unfortunately, I was informed that there were many callers ahead of me in the queue. After waiting for over twenty minutes, my position had only moved forward slightly. I feel the current appointment booking system needs significant improvement and found this experience quite frustrating.

Difficult to book appointments here

This practice has provided a disappointing experience regarding appointment availability and the overall approach to patient care.

Got an appointment the same day

Outstanding experience - I called and was able to secure an appointment on the same day.