Fieldhouse Medical Group

Reception phones impossible to reach on multiple days

The service quality has deteriorated significantly. After numerous attempts to reach reception over a couple of days, I visited in person to inquire about unanswered calls, only to be informed that calls are not answered on certain weekdays, which did not clarify why my previous day's call also went unanswered. I managed to secure an appointment scheduled for several days later in the late morning. However, upon arriving a few minutes early, I was told the appointment had been booked for an earlier time and that I had missed it, and the clinician would not see me as a result. I have decided to use out of hours services going forward, as I am aware this incurs costs to the practice. This medical centre has not maintained the same standard of care since relocating from its previous location.

Impossible to book routine appointments here

Getting an appointment is consistently difficult - I always call first thing in the morning. Attempting to book a routine appointment with a preferred clinician this year has proven impossible, and we're only in early December. This is deeply frustrating and disappointing, particularly given that I manage an ongoing health condition that requires regular care. One star feels generous - this practice requires serious scrutiny regarding its operations and resource allocation.

Reception staff were dismissive and unhelpful

The reception team came across as unwelcoming, and it has been difficult to access appointments with a clinician due to various barriers. I feel frustrated that staff members have significant control over whether patients can be seen, when this should ultimately be a decision I can make for myself.

Couldn't get appointment despite repeated calls

I have experienced difficulty obtaining appointments at this practice. When my support worker contacted them on my behalf, staff claimed I had already attempted to book, despite having evidence of all the calls logged on my phone. The interaction was handled in an unfriendly manner.

Impossible to get appointments when you need them

Finding appointments at this practice is extremely challenging, with even urgent slots being difficult to secure. The standard advice is to ring each morning hoping for cancellations, as routine appointments typically involve waiting several weeks, and I once had to wait a month. When I was experiencing significant pain from an infection, I was assured a callback would come within an hour during a triage call. However, the call didn't arrive until five or six hours later, by which point I had contacted A&E who kindly arranged for me to be seen by an on-site GP. When the callback finally came after 6pm, the tone was dismissive and defensive regarding my hospital visit, with no explanation or apology offered for the substantial delay. My condition unfortunately worsened, requiring another surgery visit today. During this appointment, I experienced what felt like a dismissive and confrontational approach, which was particularly distressing given that both my mother and I are vulnerable adults. The examination was rough, and whilst my infection was acknowledged, no additional care or pain relief was provided, leaving me very upset. The pain remains severe and isn't controlled by over-the-counter medication. I have an important meeting tomorrow regarding college support, and I explained this and requested a short-term course of moderate pain relief to enable my attendance. This request was refused, and I was also denied a second opinion. I am now seeking alternative healthcare provision and have obtained complaint forms including those for the independent advice and liaison service. I would encourage others facing similar situations, or those with vulnerable family members, to always attend appointments with support and to be aware of their rights.

Struggling to book appointments with unhelpful reception

Difficult to obtain appointments, and the reception team came across as unwelcoming and unhelpful. There is also a lack of continuity with healthcare providers, as different clinicians are seen on each visit.

Long waits and limited facilities caused distress

A recent visit to the clinic by a family member to have a child weighed has raised my concerns about how young mothers are being supported. I've also heard about other negative experiences from this person. There appears to be a significant shortage of resources, particularly limited weighing equipment, which leads to extended waiting times. I'm also not aware of any facilities available for parents to prepare or warm feeds. A previous appointment ended poorly, with the family member leaving distressed, and the child becoming anxious and hungry as a result of the prolonged wait and lack of amenities. Punctuality seems to be problematic. Although an apology was offered for a minor delay, the manner in which this was handled by staff did not reflect the professionalism expected. Everyone deserves to be treated with basic respect and courtesy, and these standards should be consistently maintained across all healthcare settings. It's disappointing that what may have been a difficult day for staff members negatively impacted the experience of a vulnerable first-time parent attending your clinic. Thank you