Fordhouses Medical Centre

Patient Experience Summary

Appointment access presents a significant and recurring challenge for patients at this practice. Many report difficulty reaching the surgery by phone, with extended wait times and busy lines, and consistently find that available slots are limited or unavailable. The booking process is frequently described as frustrating, with some patients experiencing unclear communication about appointment availability and receiving conflicting guidance about when to call. Reception staff interactions are inconsistent, with several patients reporting discourteous, abrupt, or dismissive behaviour that has made contacting the practice feel unwelcoming and anxiety-inducing.

Clinical staff performance stands in marked contrast to reception experiences. Patients consistently praise the clinical team for demonstrating genuine care, professional expertise, and adequate consultation time. Many describe clinicians as pleasant, approachable, and attentive to their concerns. However, a minority of patients report negative clinical encounters characterised by dismissiveness, poor communication, and lack of empathy during appointments.

The practice appears to operate with inconsistent service standards. While some patients report positive experiences with both reception and clinical staff, others describe significant gaps between the quality of clinical care and the accessibility and courtesy of the booking and reception experience. Communication issues, including instances where promised information did not reach patients, and challenges with appointment continuity have also been noted. Improvements to appointment availability, reception staff training, and overall service consistency would address the primary sources of patient dissatisfaction.