Freuchen Medical Centre

Reception staff didn't properly check the pharmacy details

Recently, I requested a medication adjustment at the pharmacy to discontinue a particular treatment. I was advised that the system typically requires between one and two weeks to process such changes. The following day, I visited my GP practice to follow up on this matter. A receptionist assisted me, took my details, and indicated that the system had been updated and I could return to collect my medication. However, I noticed the receptionist appeared distracted during this interaction, speaking with another person in the vicinity while attending to me. I then travelled to the pharmacy, only to discover that the medication was registered for collection at a different location than the one I had visited initially. This experience left me concerned that the level of attention and care given to processing my request may not have been adequate, and I felt the service fell short of the standard of support I would expect when managing my healthcare needs.

Staff listened and managed my health well

The entire team at this practice has been exceptionally responsive to my healthcare requirements. Throughout my time as a patient here, I have never felt more satisfied with the level of care and attention I have received. I am grateful to all members of staff for their dedication and thoughtfulness in their work.

Reception staff cancelled appointments repeatedly without care

This practice has been disappointing. They schedule appointments but then frequently cancel them, and the reception team comes across as unwelcoming. It seems like the staff are not particularly motivated to help patients and appear more focused on completing their shift and leaving rather than providing proper care. Additionally, there have been issues with health records not being updated on the NHS system properly. When I contacted them about a follow-up appointment for a routine procedure that should have been scheduled, they indicated that the previous appointment had not been properly recorded in their system, which caused unnecessary confusion and delay.

Frustrating wait times for urgent appointments

I have contacted the GP practice twice over the past couple of months without making progress. Obtaining an appointment for a child presenting with common symptoms requires waiting several working days. This extended waiting period raises concerns about how long adult patients might need to wait to be seen at this medical centre.

Felt truly listened to and understood

I wish to express my deep appreciation for the wonderful care I've received at the medical centre. I have found the healthcare professional to be absolutely fantastic, professional, caring, understanding and outstanding.

Difficult to get doctors to take pain seriously

I feel my mother's serious health condition was not identified promptly by this surgery, which I believe contributed to her passing. The underlying issue was not investigated thoroughly when she first presented with significant pain. Instead, assumptions were made about the nature of her symptoms, and there was reluctance to pursue further diagnostic investigation. My mother experienced severe daily pain for an extended period, which affected her sleep and wellbeing, and she became increasingly distressed. When she expressed her concerns to a junior clinician, she felt dismissed and unsupported. Her mental health deteriorated following these interactions. I encountered difficulties when attempting to advocate for my mother's care. Reception staff responded with frustration when I raised concerns, and I felt that older women were not being taken as seriously as they might otherwise be. One clinician delayed referring my mother for imaging for several months. After months of unrelieved pain and no progress at the surgery, I felt compelled to take her to the emergency department. Only after multiple emergency visits was a serious diagnosis made. When I informed one of the clinicians of this diagnosis, his response seemed detached and casual. He indicated he had suspected this possibility previously, which left me questioning why this suspicion had not been communicated to us or acted upon months earlier. I felt the delay in diagnosis meant my mother endured prolonged suffering that might have been avoided with earlier intervention and specialist referral. I also experienced what I perceived as inconsistency regarding a promised telephone consultation. My mother waited for a call that did not materialise, and when contact was eventually made the following day, the clinician's account of events did not align with what had been communicated to us previously. This experience was deeply troubling. One clinician at the surgery demonstrated genuine care and compassion in her approach to my mother's care, which stood in contrast to other interactions. I would advise anyone experiencing unexplained pain to seek private diagnostic imaging or emergency care rather than relying solely on this surgery's assessment.

Reception staff don't answer the phone

I have been a patient at this practice and its predecessor for over four decades. The service has deteriorated significantly. The reception team can be unwelcoming and the phones often go unanswered, with several of the more pleasant longer-serving staff members having departed or in the process of leaving. Appointment availability has become problematic, with waits extending beyond four weeks, which resulted in me developing a respiratory infection. When I was eventually seen, the appointment appeared to be scheduled at short notice and seemed to prioritise staff development over patient care. During a recent consultation, I found the approach dismissive and felt that several incorrect assumptions were made about my situation. The practice appears to prioritise revenue-generating services such as vaccinations rather than addressing patient needs. I was also concerned about a medication error where I received a prescription that did not align with my medical requirements. Additionally, there was confusion regarding closing times, as I was informed the practice remained open until 6:30pm, yet staff indicated closure occurred at 6:20pm.

Staff listened and guided us through difficult times

A clinician based at the medical centre has demonstrated a significant level of professional competence. My family members and I are patients there, and they have shown considerable care and concern for our wellbeing. I would like to give an example of how they referred a family member to appropriate clinical professionals for specialist care. Following assessment, my family member received a serious diagnosis. Understandably upset and distressed, we were offered supportive therapies and alternative treatments prior to the planned procedure. It is due to this clinician's attentive care and sound clinical judgement that appropriate support was provided throughout a difficult period. I would recommend that anyone seeking medical care should consider this medical centre and request attention from this particular clinician. It is due to their timely intervention that my family member's health improved. My family member is now several years on and continuing to recover. For the sake of their health and during times of need, I can only recommend from my heart that you seek attention from them. I would also like to mention that another member of staff has also guided me and my family towards appropriate professional care. I initially misunderstood their role and would like to apologise for the mistake of having incorrect expectations. The staff here are very welcoming, they listen appropriately to guiding patients on what might help them during periods of ill health.

Appointments available when needed

The practice consistently offers excellent appointment availability whenever I need to book in.

Busy staff who actually follow things up

The team at this practice are clearly stretched, and there are times when matters can be overlooked. However, they demonstrate genuine friendliness, helpfulness and a strong work ethic (I've been a patient here for over two decades). While I've consistently found all team members to be approachable and supportive, I'd like to highlight one member of staff who recently followed up on a referral that had been progressing slowly. Their intervention led to swift progress. Much appreciated!

Reception staff attitude lets the practice down

The only reason I'm still registered here is because of one particular clinician, as my whole family has been with them since their previous location and I believe the practice as a whole has deteriorated. However, despite this, this clinician has still maintained an excellent standard of care towards my family and me. That said, I would like to note that my experience with reception staff and another female doctor has been disappointing and it lets the surgery down overall.

Hard to book appointments with unhelpful reception

Disappointing experience overall. Booking appointments proved difficult. The reception team could be more accommodating and their manner was sometimes unwelcoming. There appeared to be a lack of accountability when issues arose.

Reception staff were dismissive and rude

My mother recently had a phone consultation while experiencing severe pain from a joint condition. She was advised to take pain relief medication, which she did. Subsequently, she developed a throat infection that appeared to exacerbate her existing thyroid concerns. When she contacted the practice again approximately a week later, she felt dismissed by a receptionist who suggested she should stop making calls. During this interaction, my mother felt the receptionist was condescending, commenting on her volume of speech despite her speaking at what she considered a normal level. When my mother requested identification details to lodge a complaint, she felt threatened by an invitation to attend the practice in person. The overall experience has left my mother feeling upset and has affected her ability to sleep.

Receptionist was rude and unhelpful

This practice was not a positive experience for me. I found the reception staff to be unhelpful, and felt that the team lacked knowledge about their services. I have decided to seek care elsewhere. If you value good service, you may want to consider other options.

Front desk staff made appointments difficult

Simply Poor Service... Unprofessional, unremarkable, and dismissive reception staff. Some of the clinical staff are genuinely excellent, but accessing them can be challenging due to difficulties with the front desk experience. Where can I escalate concerns about this practice?