Fountain Practice

Professional team who listened well

The team demonstrated competence and maintained a professional approach throughout.

Struggled to get a face-to-face appointment

The practice appears to prioritize minimizing face-to-face consultations with patients.

Phone reception could be more welcoming

A member of the reception team has displayed a pattern of behaviour that I found to be curt and unwelcoming, particularly during telephone interactions. This approach feels inappropriate within a healthcare environment, where patients expect courtesy and respect. I am concerned about how such interactions might impact more vulnerable service users who may lack confidence in raising concerns. The manner in which this has been handled by management is disappointing, and I would have hoped for more decisive action to address the issue.

Good GPS but reception staff can be rude

Went to the fountain practice and left my dachund in my car . It was a cold day the window was open a bit. The reception staff noticed my dog in the car . After seeing Dr Batra I came out of the surgery to hear reception staff scream at me . Saying they should have called the police i was shocked and saddened that reception staff could scream at me like that. This complaint has been escalated to the Care quality commission. No feedback from the practice manager which I think is appalling. I've changed my surgery to Spring Street next door . You don't scream at patients you politely talk to them. Im a retired nurse and never go to the fountain practice and will never set foot in that surgery again

Prescriptions team handled my query patiently

A member of the prescriptions team was very kind and helpful. They were patient in addressing my query and provided additional information about how I could proceed with booking appointments to help resolve my concern. I was very satisfied with how promptly and efficiently they handled my request.

Practice too busy to read appointment notes

I have had a very disappointing experience with this practice since transferring here following my house move. I would not recommend it to others. The clinical staff appear to lack the experience I was accustomed to at my previous surgery. When I booked an appointment specifically to discuss some results, the clinician had not reviewed the relevant documentation beforehand, which felt frustrating. The practice seems stretched, and I understand they are busy, but this does not excuse being unprepared for consultations. I have been waiting for several months to progress with my ongoing assessment, and I have struggled to find anyone available to provide me with support and guidance during this time. I regret making the change to this practice.

Felt truly listened to and understood

Having been a member of this practice, we are thoroughly impressed by the clinical staff here. They listened to us patiently, showed empathy towards our concerns, and provided us with helpful guidance. Thank you.

Online booking system works really well

The service provided was excellent from start to finish, encompassing the initial remote consultation through to the referral process at the local hub and subsequent appointment with the specialist at the hospital, including diagnostic procedures at the hub. There was a learning curve associated with navigating the online booking system initially, but after becoming familiar with it, the process proved to be very effective and user-friendly.

Front desk staff helpful despite long appointment waits

I have only positive feedback to offer regarding my experience as a patient at this practice over the past 8 years, encompassing all staff members from reception through to clinical and allied health professionals. Whilst appointment availability can involve waiting periods, urgent or concerning symptoms are addressed promptly, whereas routine or stable ongoing conditions typically have a longer wait - which seems reasonable considering the current pressures within the NHS. The public often criticises GP practices for extended wait times, though these challenges are largely outside their control. GP surgeries are delivering MORE face to face consultations, remote appointments and providing all essential, routine and specialist services than previously, despite operating with REDUCED staffing and resources. If accountability is to be assigned, it should be directed towards the government for prolonged underfunding and excessive demands placed on our valued GP surgeries. It is straightforward to voice complaints about this surgery regarding appointment delays to see a clinician. However, many routine matters they manage can be effectively handled by non-clinical staff, pharmacists and other professionals. Many patients assume a GP consultation is necessary when this is frequently unnecessary. The clinical team and broader staff here are exceptional and deliver outstanding care, warranting full recognition for their efforts. Cases requiring urgent clinical action are consistently managed with professionalism and appropriate referrals are made. My gratitude goes to all staff at this practice for the care provided to the community throughout these years.

Phone support made the difference

I had a fractured arm and got through to reception on the phone who was exceptionally helpful and submitted my request on my behalf. They were patient and very supportive.

Months of waiting with no answers or face-to-face care

Disappointing experience. I have been dealing with an ongoing health concern that I have struggled to get appropriate support for at this practice. I submitted an online appointment request form and was offered a telephone consultation approximately four weeks away. During that call, I was advised that I needed a blood test and instructed to complete another online form to arrange this. I received a text confirmation two days later scheduling the blood test for roughly two weeks ahead. Following the test, a text message informed me I would need to book a separate appointment to discuss the results, which again required completing the online form. After submitting it, I received another text two days later confirming a telephone appointment over three weeks in the future. This means I face a three-week wait simply to hear about my test findings, all while continuing to experience significant discomfort without any clear answers. The entire process has now taken two months, yet I still have no diagnosis or treatment plan in place. Additionally, no clinician has suggested or arranged an in-person visit, and each time I have attempted to request a face-to-face appointment through the online form, my request has been declined. I find it concerning that physical examination could provide valuable clinical insight, so I am puzzled by what appears to be a reluctance to see patients in person at this practice.

Impossible to get appointments when you need them

This practice was satisfactory before the pandemic, but accessing appointments has become extremely challenging. Submitting an online consultation results in a telephone callback after several weeks, followed by an extended wait for an in-person visit, should the clinical team deem it necessary. It appears that patient care is not being prioritised, and I am very dissatisfied with this situation.

Dismissed my concerns without proper investigation

This practice has not met my expectations and I have found the experience disappointing. I felt that my concerns were not adequately addressed and that the diagnosis provided did not properly reflect my symptoms, leaving me to continue struggling with discomfort. I regret choosing to register here and would encourage others to seek out healthcare providers who demonstrate better understanding and responsiveness to patient concerns.

Practice that listens and really helps

Excellent practice that I cannot fault. The clinical staff, nursing team, reception staff and administrative team are all kind and compassionate. They consistently go above and beyond to help identify the root cause of health concerns. I have been a patient here for many years and remain completely committed to staying with this practice because I have complete trust in their care.

Kind and thorough approach to patient care

The clinician demonstrated considerable kindness and dedication, conducting thorough assessments and making genuine efforts to provide assistance. I am very appreciative of the excellent standard of care received.

Physio didn't examine me properly or follow up

I attended with a shoulder issue and was referred to physiotherapy. During my initial appointment, I felt the examination was quite brief and no pain relief was offered. I wasn't asked to schedule a follow-up appointment. When I did return for another session, I felt uncomfortable and got the impression that my attendance was unwelcome. I attempted to raise my concerns with the practice management team, but felt that my feedback was not taken seriously or given proper consideration.

Phone queues and website referrals frustrate patients

1 star… Switched from my previous GP due to dissatisfaction, but have encountered significant difficulties securing an appointment at the new practice. Since registering, there has been no contact from the surgery, and phone lines are consistently difficult to reach. Booking appointments requires logging in at 8.30am online, yet after a day has elapsed, there has been no communication regarding appointment availability or expected timeframes. The overall service feels inadequate. Like many practices currently, the focus appears to be on automated systems rather than direct patient communication, with automated responses, waiting music, lengthy queues, and constant redirection to online portals. I am considering switching practices once more. My only requirement is a routine prescription, yet I remain uncertain who my assigned clinician is or whether I will manage to speak with anyone at all. 3 stars… Updated review June 2023: I attended the surgery in person and found the reception staff to be welcoming and attentive. The clinical staff demonstrated genuine care and professionalism. The location is challenging to navigate, but given the positive experience with the personnel, I am willing to continue with the practice and see how things progress.

Reception staff could improve their manner

The reception team could benefit from additional training. Regardless of how politely I approach interactions, I often encounter abruptness and curtness. This can be particularly upsetting when you're already feeling poorly. I find myself hesitant about making calls to the practice. Update: I did have a positive experience with a different receptionist on another occasion and wouldn't want to suggest the entire team shares this issue. It's just unfortunate that some interactions have been less welcoming than they could be.

Dismissed repeatedly without proper listening

This practice has not met my expectations as a patient. I felt rushed through appointments and that the focus was on quick resolutions rather than addressing my underlying concerns. I returned multiple times within a short period with a recurring issue, and each visit resulted in the same type of treatment, which I had already indicated was not effective for me. I found this frustrating and disappointing, and feel the practice could have taken a more thorough approach to my care.

Long waits and rushed phone reception staff

I have consistently found this practice to be at capacity whenever I attempt to access services. The reception team could benefit from additional staffing or training, as I have experienced interactions that felt rushed and dismissive. Call waiting times have been lengthy, often exceeding 15 minutes before speaking to someone. While the clinical staff are competent, obtaining an appointment presents significant challenges. Whether booking through the online system or by phone, there are considerable delays—typically a week or more before receiving a response or securing a consultation slot. There appears to be a disconnect between the perceived busyness and actual footfall, as the practice does not always seem crowded during in-person visits. The appointment booking process feels competitive, particularly during peak times in the morning, with extended waiting periods before being seen.