Fenham Hall Surgery

Staff dismissive when asking for medical guidance

I felt that the staff member I spoke with was unhelpful and dismissive when I came in with concerns about my child's recent illness. I was seeking clarification about treatment options and why a particular medication wasn't being prescribed, but instead of engaging with my questions, I received what felt like an impatient response. The staff member provided printed materials when I was specifically asking for a verbal explanation, and their manner came across as unwelcoming and cold. This interaction left me feeling upset and unsupported during an already stressful time when my child's health was my primary concern. I found the experience discouraging and would have appreciated a more compassionate and communicative approach to addressing my worries.

Staff were helpful and easy to reach

The practice consistently demonstrates availability when assistance is needed, and the team members are pleasant and approachable.

Doctors who actually listen and explain things well

I'm really pleased with this practice and here's what makes the difference. I'd been dealing with a persistent skin condition for over a year, and at my previous surgery I felt dismissed—they kept suggesting topical treatments and implied the issue might be psychological rather than physical. After relocating and registering with a new practice, things changed significantly. Within several appointments, the clinical team worked through the problem methodically and it resolved. I'm genuinely impressed with this place. The clinicians are approachable and take time to explain what might be happening, discuss the condition thoroughly, and go through any treatment options with you. They also listened when I mentioned a hormonal condition I have and responded with genuine concern, actively supporting me in managing it. I'm very grateful for the care here. I'd just say to others reading reviews that sometimes negative feedback can be one-sided—often the person writing may not be presenting the full picture of what happened. The staff here, including those on reception, are consistently professional and welcoming.

Receptionists were kind and genuinely helpful

We relocated to the area a few years back and needed to switch medical practices, which we were initially hesitant about. We have since been very pleased with the standard of care we have regularly experienced at this practice. The front desk team are considerate and supportive, while the clinical staff demonstrate genuine compassion and attentiveness. We consider ourselves fortunate to receive treatment from such a dedicated team.

Practice only accepting university student registrations currently

Attended to register as a new patient. Was informed that the practice is currently only accepting students from a particular university at this time. No new registrations are being taken from other members of the local community. Rather disappointing.

Clean and helpful staff made my visit pleasant

I consistently have positive experiences at this practice. The team members are always supportive and attentive. The premises are well-maintained and kept to a high standard of cleanliness.

Helpful staff made the appointment easy

Outstanding experience at this practice. The entire team demonstrated helpfulness and efficiency throughout. Much appreciated.

Friendly reception made me feel welcome

Outstanding experience with a welcoming and approachable team. I felt valued and comfortable throughout my visit. I would highly encourage others to consider this practice.

Reception staff attitude made me leave

The receptionist staff have consistently provided a poor experience that has significantly impacted my satisfaction with the practice. I am considering leaving due to these ongoing interactions at reception. I would appreciate to see improvements made to the service provided at this point.

Receptionist attitude made me leave

If I could leave zero stars I would. The attitude of the front desk staff and the lengthy waiting times are deeply disappointing. It would be advisable to consider switching to a different practice. The reception team's approach leaves much to be desired.

Friendly reception made the visit pleasant

Outstanding

Reception staff made my visit straightforward

The reception staff member I encountered this morning was exceptionally helpful and accommodating regarding my prescription enquiry. Their assistance was much appreciated and made for a pleasant experience. I would like to express my gratitude for the excellent service provided.

App submission got quick callback response

I submitted my symptoms through the NHS app during the late afternoon, and the surgery responded with a scheduled call-back time for the following day. The clinician called at the arranged time, conducted a thorough evaluation, and arranged a referral to a specialist. The process was very efficient, and despite my initial concerns about potential delays for a non-urgent issue, the team proved to be genuinely supportive and responsive.

Helpful staff who actually listen

A wonderful clinic with a caring and accommodating team.

Responsive phone calls and caring staff support

This is an excellent practice, from the front desk staff through to the clinical team who have all provided outstanding care for my elderly relatives. I have found it straightforward to receive callbacks from the medical professionals when I contact them regarding appointments or home visits. I am very satisfied that my relatives chose to register with this surgery. Thank you.

Reception team answered quickly and cheerfully

The reception team consistently responds promptly to calls and maintains a friendly, cheerful demeanor while assisting with enquiries :)

Reception staff seemed dismissive about my concerns

A member of the reception team came across as dismissive and lacking in empathy when discussing health concerns. Their communication style felt robotic and distant, with the repeated suggestion to contact the practice at a specific time the following morning. This approach left an impression of indifference to the seriousness of the situation. It raises concerns about the level of care and compassion present in the current healthcare workforce. The clinical staff, however, provided excellent care when appointments were secured.

Felt genuinely listened to and put at ease

I really appreciated the care I received during my appointment today. The healthcare professional took considerable time to address my concerns and made me feel completely comfortable throughout the visit. Nothing seemed like too much trouble, and I felt well looked after.

Phone lines difficult to get through during lunch hours

This surgery appears to be declining in quality. I experienced significant difficulty reaching the practice by phone, and I noticed the lines seemed unavailable during certain midday hours. The reception team's manner towards patients felt unwelcoming and dismissive without apparent justification. On multiple visits, I found the reception experience to be unhelpful and lacking in courtesy. There was an occasion when I was given information about staff availability that did not match what I subsequently observed during my appointment, which felt unnecessarily misleading when a straightforward explanation about appointment availability would have sufficed. On a positive note, I have had good experiences with some clinical staff members. One doctor I saw was particularly attentive and made me feel heard during my consultation, which is what I would expect from good medical practice. I also have consistently positive experiences with nursing staff during urgent appointments, who demonstrate a genuine commitment to patient care. I would strongly encourage the practice to invest in training for reception staff to ensure they interact with patients in a respectful and professional manner, or consider recruiting individuals who can meet these standards.

Staff were helpful and cooperative

The medical professionals and nursing team demonstrate strong competence and training. All members of staff are notably helpful and collaborative.