Freuchen Medical Centre

Reception staff were dismissive and unhelpful throughout

I had a very negative experience at this practice. The staff were dismissive and unhelpful when there were issues with my appointment. When I raised concerns, rather than apologising or offering assistance, I felt the team became defensive. When I expressed discomfort with a staff member's proximity to me, my request to have some personal space was dismissed with the comment that it didn't matter because I was in their clinic. This staff member also interrupted when another team member was trying to address my questions. The overall interaction felt unprofessional and left me feeling unsupported. I was particularly upset by how a staff member spoke to my teenage daughter, who was already anxious about the visit. The repeated comments made her very distressed, and despite her visible distress, the staff member continued in the same manner. I found the collective attitude of the team towards me to be unwelcoming. I intend to lodge a formal complaint about this visit. I would caution others who may have concerns about their care at this practice.

Reception staff helpful when booking appointments

I attended an appointment recently with a clinician who demonstrated excellent listening skills and a genuine understanding of my concerns. I left the consultation feeling reassured and satisfied with the guidance I received. The reception team consistently provide helpful assistance when contacting the practice.

Reception staff made me feel welcome

The staff member was very helpful and pleasant.

Staff patience made all the difference here

I am extremely satisfied with this GP practice and have received a level of service that is exceptional. The management team demonstrates considerable dedication to ensuring the practice operates efficiently. The entire team consistently provides a warm welcome and shows remarkable patience in all interactions, even during challenging situations. I am grateful for the professionalism and care shown by everyone involved.

Reception staff hung up and left me confused

I found the reception staff to be disorganised and unhelpful. When I attempted to book an appointment, the receptionist ended the call as I was having difficulty understanding her. On my second attempt, she suggested there would be a lengthy wait and offered to send me a link for a remote consultation instead. I completed this process and attended my appointment, where I was informed a blood test would be arranged for the same day. However, when I returned to reception, I was told that no blood test was needed and that I was finished for the day. I was disappointed by the lack of friendliness and coordination shown by the reception team. Later that evening, I received a call from my GP advising that I needed to urgently schedule a blood test appointment for the following day.

Finally listened to my concerns and ran tests

This practice has made a significant positive difference to my care. I had been experiencing symptoms that were difficult to understand, and during previous visits to another surgery I felt my concerns were not properly addressed and that I was let down. When I thought there was little hope left, I decided to register here. Within just a week, I was able to discuss my worries with a clinician, and the necessary investigations were arranged. I discovered that these tests had apparently not been completed at my former practice, and with the results now in hand my condition is being managed appropriately. I am grateful to all the team members for their responsiveness, professionalism, and compassionate approach. I am genuinely pleased and proud to be a patient at this surgery. Thank you all very much.

Reception staff refused prescription request

I have experienced multiple health challenges and recently had a fall that has made it difficult for me to visit the surgery in person. I asked my brother to collect my prescription on my behalf, but this is when I encountered what I felt was inappropriate behaviour from staff members who declined to help. I found the attitude displayed towards both myself and my wife to be dismissive and unhelpful. I have now been without my medication for a week despite requesting it through multiple channels, including the online system. I was told that a medication review was necessary, even though I had one completed just three months prior. I am very disappointed with how this situation has been handled and feel the surgery could manage patient requests more effectively.

Reception staff attitude has improved considerably

I've been with a GP from one practice and followed them to another, as they have been by far the best doctor for myself and my family. I do understand that the reception staff have a challenging role, but they need to treat patients with respect as we are calling for a reason. Their empathy and understanding needed improvement, particularly when a patient is feeling low and depressed. They need to have patience. On several occasions my appointments have been forgotten or clinical staff couldn't provide what I'd been booked for, and whilst my family and I understood, we felt we were treated poorly by reception. We remained registered because of the GP. I would like to amend my previous review. Coming into this year, my experience with the reception team has been really good and I can only thank them for their help with myself and my family. The reception staff have really helped us and I am extremely grateful.

Reception wouldn't book appointment without hospital visit

I attended the practice today seeking an appointment but was unable to secure one. The reception staff indicated that my presenting concern would require hospital-level care rather than a GP consultation. I had experienced this issue previously and explained the circumstances preventing me from attending hospital, however the staff member was not persuaded by my explanation and declined to arrange a doctor's appointment for me.

Careless service and poor attention to detail

This medical centre represents one of the poorest quality healthcare facilities I have encountered.

Felt listened to and genuinely cared for

I attended a follow-up appointment regarding my ongoing health concerns. I have been seen several times recently and was previously referred for specialist investigations. Today's appointment was to discuss the results and how I have been managing. The clinician I saw listens carefully to my worries and provides reassurance. They demonstrated a gentle and calm approach throughout the consultation. I felt heard and well cared for during the appointment. I would be grateful if this healthcare professional could continue working at the practice.

Practice failed to follow up on promised referrals

I feel compelled to share my concerns about the care I received at this medical centre, as I believe this matter warrants escalation to the relevant regulatory body. I have significant worries regarding the standard of service provided here. During a telephone consultation, I was informed that several actions would be taken, including referrals to specialist services. However, these referrals were never arranged. Additionally, no follow-up appointment was scheduled despite results indicating a need for monitoring. I attended for a routine health screening where elevated readings were identified. A period of monitoring was suggested, but I received no communication about the findings. I subsequently booked an appointment with a clinician to discuss these results and raise other health concerns. Instead, a member of the pharmacy team contacted me with clinical information and advised starting a new medication. A pharmacist delivered what amounted to a diagnosis without my seeing a doctor! I asked whether I would still have the opportunity to speak with a clinician about this development and other ongoing health matters. I wanted to request a referral for imaging due to a symptom I was experiencing, and to follow up on a medication that a previous clinician had indicated would be restarted but never was. I was informed by reception staff that since I had spoken to the pharmacy team, there was no need for a doctor's appointment. This was my first time hearing about this health condition! As a healthcare professional with several years of experience, I have never encountered a practice that appeared so dismissive of patient care and wellbeing. I am concerned about what experience patients with ongoing health conditions might be receiving. I have made a formal complaint to the regulatory authority. If others feel their care has been inadequate, I would encourage them to do the same.

Practice keeps redirecting to external pharmacy

The practice frequently directs patients to a particular pharmacy rather than offering appointments, which raises concerns about the reasoning behind this approach. It seems questionable whether there may be undisclosed arrangements influencing these referrals, and whether such practices comply with relevant regulations.

Helpful staff who actually listen to patients

The team members at this practice have consistently demonstrated helpfulness and a willingness to accommodate patient needs. My personal experience has been notably positive and differs significantly from the concerns raised in other reviews.

Left waiting without any follow-up communication

The service provided was disappointing, with concerns about responsiveness and follow-up. There were issues with appointment scheduling, as promises made were not followed through with adequate communication or callback.

Reception staff made booking appointments unnecessarily difficult

I have made considerable effort to secure an appointment, but the reception team frequently seem to complicate the process unnecessarily. They request personal information that appears excessive, yet when I have asked to access my own test results, I have been told this is not possible. I have consistently remained courteous and patient during both in-person visits and telephone calls when attempting to book appointments promptly. However, some staff members give the impression they are not genuinely interested in assisting patients or providing the care people require. This approach is discouraging and may prevent individuals from seeking help due to the challenging procedures involved in accessing appointments and support.

Convenient appointments and responsive phone lines

The practice offers convenient scheduling with readily available appointments. They respond promptly to calls and maintain professional communication throughout.

Staff took time to listen and understand

I have received considerable support from this medical centre and they consistently ensure my needs are addressed. It is not always straightforward when dealing with health concerns that cause anxiety and worry, but the staff members are unfailingly compassionate and empathetic. I always receive the assistance I need and they demonstrate genuine patience with me. I am grateful to everyone at the practice for their ongoing support.

Helpful support over the phone

A member of the reception team assisted us over the phone. They were very helpful. We appreciate their support.

Good with children and follow-up care

The practice demonstrates good experience with younger patients. I attended several appointments for my child, and when I needed urgent care on a weekend for a persistent cough, the clinician was very supportive and thorough. They examined my child carefully, provided helpful guidance, and arranged a follow-up appointment a week later to monitor progress. I was grateful for the attentive care provided.