Fountain Practice

Reception staff were dismissive and unhelpful

The reception team's approach to patient interactions fell significantly short of expectations. Their manner came across as dismissive and unhelpful, creating a negative experience. The level of courtesy and support provided did not meet acceptable standards, and a more empathetic approach to handling patient enquiries would be greatly appreciated.

Medication ordering process left me without essential pills

I've generally been satisfied with this practice, but over the past year there have been significant changes to how I manage my medication orders. I'm no longer able to arrange my own prescriptions, with the restriction attributed to clinical safety reasons. Only the pharmacy and surgery can process orders now, and despite my frequent calls, the medication arrives late more often than not. Given that I take medication requiring careful management if there are any lapses in supply, this situation has become extremely frustrating. There appears to be some confusion about where this policy originates, with the surgery suggesting it comes from specialist services and specialist services indicating it's a surgery decision. Regardless of the source, I currently find myself without my medication. After calling the practice, I was disconnected when the pharmacy staff didn't answer, leaving my issue unresolved. I'm beginning to wonder whether this restriction is genuinely about my individual clinical safety or whether it primarily serves the practice's own operational concerns.

Struggling to get an appointment slot

It has proven quite challenging to secure an appointment at this practice. On multiple occasions when I attempted to book, all available slots appeared to be fully occupied. This has been frustrating to experience repeatedly.

Reception wouldn't answer ambulance calls

I was disappointed by what I experienced at this surgery. I felt that emergency calls were not being answered appropriately, which meant that ambulance staff had to visit in person to speak with reception staff. This situation seemed problematic as it prevented the ambulance from attending to other patients who may have needed urgent care. I found the reception experience to be unwelcoming, and I was frustrated by the lengthy appointment waiting times of several weeks. Communication channels also appeared limited, as email responses were not possible. The facilities seemed dated and not well-maintained, and I felt that clinical staff lacked compassion during my visit. Overall, I would not recommend this practice based on my experience.

Reception staff made booking an appointment difficult

If I could give zero stars I would. I have been attending this practice for a considerable length of time and have witnessed numerous clinicians transition through the service. The clinicians themselves are adequate, however certain members of the reception team display rudeness, disrespect and a lack of helpfulness. I was advised by my clinician to arrange a follow-up appointment towards the end of March. I attempted to book a telephone appointment online, understanding that face-to-face appointments are not readily available, only to discover that all slots were fully booked for TODAY. I do not require an appointment today but rather at the end of March. I made the effort to visit the surgery in person, used the hand sanitiser at the entrance and put on a mask. The reception staff appeared unwelcoming and notably, they were not wearing masks themselves. When I requested to book an appointment, I was informed that today's slots were full and directed to use the online system instead. Me: "I have already tried online but cannot request an appointment because today is fully booked. I do not want an appointment for today; I need one for the end of March." Receptionist: "You will need to try online again on Monday." I anticipate the system will show as fully booked again on Monday. I will attempt to access the online booking system during surgery hours whilst at work, though my access to the internet is limited in my role where a simple phone call would previously have secured an appointment with face-to-face availability and courteous service. This practice would benefit from reception staff who demonstrate greater empathy and warmth. The management should also reconsider the appointment booking system, which appears outdated. Given that we continue to adapt to current circumstances, there is a need for greater understanding that patients are following the guidance provided by their clinicians.

Friendly staff made returning feel like coming home

I absolutely love this practice. I have been a patient here for 23 years and have consistently found all the staff to be extremely kind and helpful. When I relocated away from the area, I experienced a different practice and realised how much I valued what I had here. I was delighted to be able to return to the same practice when I moved back. Thank you all for your kindness and professionalism.

Appointment booking process needs improvement

I found it challenging to secure an appointment, as the booking process required multiple back-and-forth exchanges through the online messaging system with reception staff before an appointment slot was eventually offered. On several occasions when I requested an in-person consultation, I was instead allocated a telephone appointment without a specific time being provided, leaving me to remain available throughout the day.

Reception staff weren't helpful at all

I'm quite surprised whether this practice actually takes time to read their feedback. I cannot express anything beyond what has already been mentioned! The front desk team are unhelpful! They provided no assistance at all.

Staff didn't listen to my concerns

The experience was quite disappointing. The team did not seem particularly attentive or engaged.

Reception staff were unhelpful and dismissive

The entire day's appointments were fully booked. The reception staff member displayed a notably unfriendly manner and lacked courtesy throughout the interaction.

Reception staff dismissed privacy concerns during appointment

I felt that the staff member's manner was dismissive and unhelpful when I raised concerns about privacy during a procedure. When I requested appropriate covering, I was told this wasn't a hospital setting. After expressing my discomfort and declining to proceed without adequate privacy measures, the staff member responded defensively to my comments about service standards. I found this interaction frustrating and felt my concerns were not taken seriously. This experience has left me disappointed, particularly given my long association with the practice, and I do not feel I will be returning.

Impossible to reach by phone or website

The customer service experience was quite disappointing. Getting in touch with the practice proved very challenging, which made it difficult to raise concerns. I attempted several times to schedule an appointment through the online booking system, but encountered persistent technical issues with the form. While this could potentially be related to my device, the inability to reach someone by telephone compounded the problem. On multiple occasions when I called, I was first in the queue but waited approximately 25 minutes without anyone answering.

Website confusing and staff didn't listen

The practice website is difficult to navigate and lacks clarity. It does not provide adequate support for those with accessibility needs. During a recent phone consultation, the clinician appeared dismissive and unwilling to engage properly with my concerns. The reception staff also came across as unhelpful and dismissive of my queries. Overall, I felt let down by the experience.

Easy to book appointments at this practice

An excellent medical practice that makes scheduling appointments straightforward and convenient. The clinical staff are consistently friendly and supportive. The facilities are kept to a high standard and well looked after.

Website booking system frustratingly unclear and confusing

Updated 2022. Due to covid all appointments need to be booked via the website. The website interface is not straightforward when trying to locate the appointment booking function. The system tends to direct users towards a third-party app instead. A more prominent and clearly labelled booking option would be beneficial. Getting through to the surgery by phone is quite challenging. The telephone lines open at 8:30am for same-day appointments, which is inconvenient for those already travelling to work or who start their working day at that time and don't require urgent care. On one occasion, multiple attempts were needed before successfully connecting, only to discover that available appointments had already been allocated. The introduction of weekend and evening appointment slots has improved accessibility, though these options could be promoted more effectively. The surgery premises are clean and well-kept, and the reception team are courteous and professional. Many of the clinical staff are attentive, though there appears to be regular use of temporary locum cover, which limits continuity of care. Parking presents a significant challenge, as the car park is limited for a facility accommodating multiple healthcare services. Alternative parking is available at a nearby location with a paid option, though this requires a short walk to reach the surgery. An update: A repeat prescription request for medication was submitted through a regular pharmacy but was subsequently sent to a different pharmacy instead. Fortunately, the usual pharmacy was able to locate and redirect the prescription, but this could have resulted in difficulty accessing the medication. It would be more logical for repeat prescriptions to be returned to the original pharmacy from which they were requested.

Long-term patient despite tricky appointment access

I have been a patient at this practice for over two decades and have consistently had a positive experience. Occasionally it can be challenging to secure an appointment, including when calling ahead. The on-site car park can become congested during busy periods, though there is an alternative car park nearby that is only a short walk away.

Online booking system needs urgent improvement

Since the pandemic, I feel the standard of service has declined considerably. The appointment booking system is now exclusively online, and there are lengthy waits of around two weeks just to receive an initial telephone consultation. This process feels frustrating and I believe the practice should prioritise improving their scheduling system urgently.

Dismissed when asking for specialist referral

I have been experiencing significant health difficulties for more than two years without receiving a clear diagnosis. I requested a referral to investigate a condition that has a family history, believing it could explain my symptoms. However, I felt the response was dismissive, with concerns raised about the invasive nature of the investigation and questioning the value of obtaining a diagnosis. I found this attitude frustrating, as I believe identifying the underlying cause would be beneficial for my care. I am now considering changing to a different GP practice.

Quick response solved my finger problem

Excellent service from the clinician who responded to my online submission with images regarding my concern so promptly that I missed the initial contact attempt until further follow-up calls came through! Within minutes of completing my initial paperwork, a diagnosis was reached and antibiotics were arranged to be dispensed at my local pharmacy. Outstanding experience!

Reception staff made booking appointments unnecessarily difficult

The reception staff came across as unwelcoming and struggled to manage basic appointment bookings. During a previous visit, I spent nearly two hours in the waiting area after checking in via the screen, only to discover that the clinician I was scheduled to see was not available that day due to a system issue. On another occasion, I waited over an hour following check-in, then learned my appointment had not been properly registered. When I raised this concern with a receptionist, they responded by saying they were uncertain whether they had been working when the booking was made and therefore couldn't take responsibility. The clinical staff, however, have been approachable and supportive whenever appointments have been successfully arranged. The practice appears to be significantly hindered by difficulties within the reception team.