Patient feedback reveals a significantly divided experience at this practice, with substantial concerns about appointment access and booking systems alongside positive feedback about clinical care quality. The most consistent complaint centres on appointment availability, with patients reporting persistent difficulty reaching the practice by phone, congested phone lines during morning hours, and lengthy waiting times between booking and consultation dates. Reception experience is mixed, with some patients describing courteous and helpful staff whilst others report discourteous interactions and poor communication about appointment status and medication availability. Communication gaps appear systemic, including delayed follow-up, missed referral processing, and inconsistent information provision to patients.
Where patients successfully access clinical consultations, feedback becomes notably more positive. Doctors and nurses are frequently described as compassionate, attentive, and professional, with several patients highlighting responsive care and effective treatment guidance. Online consultation services receive particular praise for convenience and efficiency. However, a minority of reviews raise concerns about clinical decision-making and the quality of some consultations. The practice demonstrates capability in delivering timely medical attention and supportive care experiences when appointments are secured, yet the significant barriers to accessing these services create frustration that dominates much of the feedback.
The contrast between access difficulties and clinical quality suggests organisational challenges in appointment management and communication systems rather than fundamental issues with the care provided. Patients express willingness to continue with the practice when they can access it effectively, but many indicate they are actively seeking alternative providers due to the appointment booking experience. Improvements to phone line capacity, appointment availability, and communication protocols appear to be the primary areas requiring attention.
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Respond to patient reviews
Monitor satisfaction trends
Generate CQC evidence reports
Claim & Manage ProfileShows how often this practice responds to patient reviews and feedback.
Patient feedback reveals a significantly divided experience at this practice, with substantial concerns about appointment access and booking systems alongside positive feedback about clinical care quality. The most consistent complaint centres on appointment availability, with patients reporting persistent difficulty reaching the practice by phone, congested phone lines during morning hours, and lengthy waiting times between booking and consultation dates. Reception experience is mixed, with some patients describing courteous and helpful staff whilst others report discourteous interactions and poor communication about appointment status and medication availability. Communication gaps appear systemic, including delayed follow-up, missed referral processing, and inconsistent information provision to patients.
Where patients successfully access clinical consultations, feedback becomes notably more positive. Doctors and nurses are frequently described as compassionate, attentive, and professional, with several patients highlighting responsive care and effective treatment guidance. Online consultation services receive particular praise for convenience and efficiency. However, a minority of reviews raise concerns about clinical decision-making and the quality of some consultations. The practice demonstrates capability in delivering timely medical attention and supportive care experiences when appointments are secured, yet the significant barriers to accessing these services create frustration that dominates much of the feedback.
The contrast between access difficulties and clinical quality suggests organisational challenges in appointment management and communication systems rather than fundamental issues with the care provided. Patients express willingness to continue with the practice when they can access it effectively, but many indicate they are actively seeking alternative providers due to the appointment booking experience. Improvements to phone line capacity, appointment availability, and communication protocols appear to be the primary areas requiring attention.
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Robert B.
9 months ago
Bad!
Worst flight ever, totally miserable
Complete waste of money, barely deserves a single star rating
Brwa H.
9 months ago
Excellent!
Confusing booking process with language help
I'm looking for a way to schedule an appointment and would like to know if you can provide a Kurdish interpreter for my consultation in the United States.
Pauline J.
9 months ago
Excellent!
Caring doctor who really listened
During my latest appointment, the physician demonstrated a warm and compassionate approach, maintaining a high level of professionalism while creating a supportive and understanding environment.
Pauline K.
9 months ago
Excellent!
Reliable dental care over the years
Throughout my time here, the service has consistently been reliable, with minimal issues arising.
Pamela A.
10 months ago
Excellent!
Quick help from Doctor Shah
I submitted a triage questionnaire yesterday around midday and was scheduled to see Doctor Shah at 3:50 PM. The physician demonstrated professionalism, empathy, and offered comforting guidance throughout our consultation. I am obtaining precisely the care I sought for my medical issue. I have consistently been provided with the appropriate assistance. My gratitude goes to Forge Medical Practice.
Catherine B.
10 months ago
Excellent!
Nurse Rihanna helped me understand everything
Nurse Rihanna truly stands out with her exceptional care. She demonstrated remarkable empathy and provided clear, detailed explanations about my medical condition. I've always found nurses to be the most supportive healthcare professionals, and in this case, I'm genuinely grateful for her compassionate approach.
Depresso E.
one year ago
Excellent!
Quick help when i messed up
I found myself in a bit of a bind with a prescription refill, having completely overlooked it until the eleventh hour due to my absentmindedness. The receptionist who took my call was incredibly efficient and courteous, quickly processing my request and dispatching the prescription as a high-priority item in just a couple of minutes.
Barry F.
one year ago
Excellent!
Doctor who truly listened and cared
Had a fantastic consultation with my physician, who was incredibly considerate and truly heard my concerns. Dr. Richardson provided reassuring insights that gave me optimism about my upcoming medical journey. I'm genuinely impressed by his professional approach and compassionate care. My sincere appreciation goes out to him—keep up the exceptional work.
June T. one year ago
Excellent!
Appointment
ExcellentReception
ExcellentCleanliness
ExcellentCare
ExcellentRespect
ExcellentSeen On Time
ExcellentFantastic Service
Last week I submitted two E consult forms within 3 days. The first one I received a telephone Consultation within 3 hours. The second one I had a face to face Consultation with the GP of my choice within 5 hours.This week I submitted an update of response to medication and received a telephone Consultation within a few hours with the GP of my choice On all 3 occasions the reception staff were polite and helpful and telephoned later to inform me what was happening. Every time I have contacted this surgery the staff have always been polite and helpful as have the GPs. The service I have received is excellent.
Reece C.
one year ago
Excellent!
Quick help for my work injury
I received timely medical attention after sustaining a workplace back injury, and I was thoroughly satisfied with the consultation. The healthcare provider offered excellent guidance and effective pain management strategies to support my healing process.
Teresa R.
one year ago
Poor!
Gross receptionist who didn't email my note
Visited the reception to collect my medical certificate. The staff member claimed he would email it to me, but failed to do so. Moreover, he sat there, grossly digging at his nose and then fidgeting with his facial hair. I was completely repulsed. Eventually, he handed me the physical sick note.
John O.
one year ago
Average!
Confusing medical appointment scheduling nightmare
Persistent messages from my medical clinic about scheduling, repeatedly bombarding me with notifications for a single appointment - what's the purpose?
Toni C.
one year ago
Great!
Doctor didn't listen to my concerns
Unresponsive doctor initially disregarded my online consultation. Subsequent interaction showed a more constructive approach, with a notably improved attitude.
Gary K.
one year ago
Bad!
Endless queue for a useless call
I wasted thirty minutes stuck at the top of the phone waiting list. Once someone finally picked up, they directed me to an online consultation, even though I was already speaking directly with a receptionist who could have simply processed my information and checked appointment availability. You know what I mean? Just performing the basic responsibilities of their role? It's completely unacceptable that we're paying such high taxes for this substandard service. It seems like we're entering a period where NHS receptionists act more like gatekeepers than helpful staff. The whole situation is utterly ridiculous, and ironically, I'm the one seeking mental health support!
Debra F.
one year ago
Excellent!
Kind nurse made all the difference
I recently consulted with a nurse at The Old Forge Surgery who was exceptionally compassionate and understanding. She provided excellent guidance and truly made me feel heard, carefully addressing all of my concerns. I was thoroughly satisfied with the quality of care I received.
Paul F.
one year ago
Excellent!
Fast online help saved my day
Prompt online medical consultation with swift scheduling and rapid medication provision, all accomplished within a few short hours.
Jason L.
one year ago
Excellent!
Skilled doctor with great confidence
Dr. Peng's expertise and self-assurance make him stand out as the top physician at this facility. I'm thoroughly delighted with the results of my treatment.
Mojtaba A.
one year ago
Great!
Smooth ride with friendly staff
The services provided were satisfactory and met my expectations.
Ian T.
one year ago
Excellent!
Solid morning workout with skilled trainer
Excellent training session with a highly engaged and forward-thinking approach
Linda H.
one year ago
Excellent!
Quick and simple online doctor visit
The electronic consultation platform is excellent, incredibly user-friendly, completely hassle-free, and significantly more convenient than waiting on hold for extended periods. I absolutely suggest giving it a try.