Freuchen Medical Centre

Friendly reception made the visit pleasant

Had a wonderful time!!

Reception staff were dismissive and disrespectful during call

The manner in which certain members of the reception team communicate with patients at this GP surgery is concerning and falls short of acceptable standards of respect. I attended an appointment and was unable to obtain the medication that had been discussed during the consultation. When I subsequently contacted the surgery, I was informed that the clinician was with another patient and would return my call. After waiting several days without receiving contact, I called again. During this second call, a member of the reception staff suggested that I had spent an excessive amount of time during my appointment, implying this was connected to why my medication had not been provided. The tone of this interaction was unhelpful and dismissive. I was sufficiently concerned by this exchange that I retained a recording of the conversation. I have been a patient at this surgery for many years and have not previously encountered an experience of this nature. I should note that not all reception staff conduct themselves in this manner. Some members of the team are consistently polite, considerate, and supportive. However, my interaction with this particular staff member was deeply unsatisfactory and left me feeling undervalued. Previous members of the reception and wider team were consistently kind, compassionate, and respectful towards patients. Since the recent change in management, there appears to have been a noticeable decline in the standard of patient care and treatment. My experience, combined with observations of how other patients have been treated, has prompted me to share this feedback. Patients should be treated with respect and dignity when contacting their GP surgery, and this has not consistently been my recent experience. This situation warrants attention. In my own professional background, such communication standards would not be acceptable. Staff would benefit from training focused on patient-centred communication that emphasises friendliness, respect, and genuine care. I should also acknowledge that the clinician I consulted demonstrates excellent practice. They listen attentively, show genuine compassion, and ensure patients never feel hurried.

Professional care with good listening skills

The care provided was delivered in a professional manner and met high standards.

Efficient booking and friendly reception staff

Excellent surgery that operates in a well-organised manner.

Friendly reception made the visit pleasant

I appreciate your kind words!

Friendly staff and quick appointment times

The medical team here is very approachable and the service is delivered promptly.

Welcoming practice with helpful translation services

Genuinely a welcoming place with good facilities and adequate heating during the colder months. The clinicians and physician associates were all approachable and easy to communicate with. The practice offers in-person translation services for a specific language, which is particularly valuable for the local community, and provides online translation options for remote consultations. Special thanks to the clinical team members for their kindness and support.

Welcoming practice with helpful reception staff

Completed a placement at this practice and found it to be an excellent experience!

Felt listened to during my appointment

The healthcare professional I saw was excellent!

Reception staff seemed more interested in themselves

I have had a consistently negative experience at this practice. The standard of care and support provided has left me feeling worse rather than better. I have found that some staff members appear more focused on superficial matters than on genuinely assisting patients. During my interactions, I felt that the level of attention to detail and patient welfare was disappointingly low compared to standards I have experienced elsewhere. I do not wish to return to this practice or have further contact regarding my care there.

Felt listened to and genuinely cared for

The healthcare professional I saw provided me with helpful guidance regarding my wellbeing and I valued their attentive approach to my care.

Straightforward advice from helpful clinicians

The doctors at this practice are outstanding. They are efficient and provide useful support.

Staff were friendly and welcoming throughout

Had a pleasant experience at this practice with friendly and helpful staff!

Staff listened and gave me proper support

Excellent assistance provided, with the team demonstrating considerable attentiveness throughout.

Friendly reception made the visit pleasant

The team here was very welcoming and approachable.

Helpful phone appointment and quick prescription

Had a phone appointment with a clinician who was very helpful and kind. They arranged for medication to be sent to the pharmacy promptly and provided useful guidance. I've consistently had positive experiences at this practice. The team has always been caring and professional.

Reception staff struggle with basic appointment booking

The reception team struggled to manage the straightforward process of booking an appointment. The practice management displayed an unhelpful attitude both during in-person interactions and in written correspondence, appearing dismissive of patient concerns and slow to address requests or feedback constructively. I remained registered here due to a previous registration from when I was in the area, though the practice appears to have declined in quality. The lower overall ratings seem to align with concerns about how the practice operates.

Friendly staff made me feel heard

Excellent practice with very helpful and professional staff members. Highly satisfied with the experience.

Felt listened to and reassured during consultations

I'm very pleased with my recent consultations. The clinician provided thorough explanations of my health concerns and helped me feel reassured. I have attended appointments on multiple occasions for various issues. The service was excellent.

Reception staff were dismissive and unhelpful

I had an extremely negative experience with a member of staff at this practice. Their manner was dismissive and disrespectful, and I felt they showed little regard for my concerns or needs. They appeared unwilling to listen properly to my situation and handled the interaction in a way that felt threatening and abrupt. I have concerns that this may not be an isolated incident based on what I've observed.