Front Street Surgery

Registration blocked over unnecessary photo ID requirement

I was unable to register at this practice without providing photographic identification, despite having already supplied all other necessary information including my NHS number, details of my previous healthcare provider, and my current address. The reception staff indicated this was a standard policy for new patient registration, stating it was for client protection. However, I feel this requirement may primarily serve to protect staff rather than patients, and could prevent people from accessing the care they need. According to the NHS website, photographic identification is not a mandatory requirement for registration, so it appears the practice applies its own stricter criteria for accepting new patients. This situation has been very frustrating for me as I am seeking medical support, and I believe these additional requirements are unnecessary barriers that may discourage people from registering.

Emergency home visit got me the help I needed

I was very unwell today and unable to get out of bed. I received prompt attention and was seen by a healthcare professional who made a home visit and provided me with the necessary treatment, which meant I didn't require hospital admission as has happened before. The entire team was absolutely wonderful ❤️ and the medication is working well. Thank you!

Friendly staff made me feel well cared for

I am very satisfied with my registration at this practice. The team members are excellent and I have consistently experienced outstanding care from the clinical staff. The practice deserves commendation for their service.

Long wait times and poor communication

Absolutely dreadful! That's all I can really say about it.

Reception staff were dismissive and unhelpful

I have had two interactions with a member of the reception team regarding matters concerning myself and my family member. During these conversations, I found their manner to be dismissive and unhelpful, and I questioned whether they possessed the appropriate qualifications to be offering medical guidance. I understand that the practice faces challenges, and everyone is managing difficult circumstances, but this does not justify treating patients in a way that leaves them feeling worse than when they arrived.

Reception staff were dismissive and unhelpful

The receptionist's manner came across as rather dismissive and lacking in courtesy.

Limited phone hours and frustratingly slow referrals

The telephone service operates on weekdays between 12 and 1pm only (just one hour, which seems quite limited). Additionally, my husband presented with a concerning symptom and experienced what felt like extended delays before being seen. When he requested further investigation, there was a considerable wait for a response. Once a referral was eventually arranged, the anticipated waiting time for the procedure was approximately 5 weeks, which felt inappropriate given the nature of his presentation. This led us to seek private assessment elsewhere at considerable personal expense. The overall experience felt frustrating and fell short of expectations regarding responsiveness and care. We are considering switching to a different practice.

Reception staff helpful despite being busy

I am very grateful to the healthcare professional at this practice who consistently treats me and my family with genuine care and compassion. They listen attentively without any sense of judgement and have a reassuring manner that helps you feel comfortable. The reception team are often busy but remain willing to assist whenever needed.

Receptionists made me feel genuinely valued

I would like to express my sincere gratitude to all the reception staff members who provided me with courteous, professional, and empathetic service. I would also like to extend particular appreciation to the clinician who demonstrated genuine care and compassion whilst treating me with respect and dignity.

Reception staff went above and beyond during crisis

Having dealt with a long-term health condition throughout my life, I tend to avoid medical appointments whenever possible, relying on my own assessments instead. However, on the two occasions I've needed to visit my general practice in recent years, the care I received has been exceptional. Both times, the healthcare team recognised that my condition was more serious than I had appreciated, resulting in hospital admission within hours on one occasion, and on the other, a member of reception staff personally accompanied me to hospital and remained with me until I was comfortably settled, which turned out to be later in the evening. Over the years, I've seen various practitioners, but the team at my current practice has demonstrated remarkable dedication and support, going well beyond what would normally be expected, despite being aware that I can be a challenging patient.

Helpful callback system when appointments unavailable

It's reassuring that when your usual doctor isn't available, the practice will contact you by telephone instead. The team members are quite supportive and accommodating.

Reception staff were dismissive and unhelpful

The reception team were not particularly helpful. One staff member came across as curt and dismissive. I felt unwelcome seeking support while unwell and may hesitate before requesting help at this practice in future. Very disappointing experience.

Front desk staff were dismissive and unhelpful

Called this morning to request an appointment for the same day, and the reception staff came across as quite unwelcoming. I was informed that booking an appointment within the week would not be possible. I felt disappointed by this interaction. Once I got home, I decided to ring back to confirm whether this was genuinely the case, as it seemed unreasonable to expect someone to anticipate illness a week in advance. Following this second call, I was told that an on-call clinician would contact me, which seemed promising. However, it took over two hours before anyone got back to me. The appointment was actually for my partner rather than myself. I described her symptoms and asked whether she could be seen that same day if feasible, given that she had been unwell throughout the weekend. The clinician agreed to a time slot at 14:40. When I then mentioned that this time would be difficult as she needed to collect a child from school, the response was that she could not be particularly unwell if she had other commitments. I am uncertain whether the dismissive manner displayed towards both of us was connected to her background. Regardless, she contributes to the system through her employment and tax contributions just as anyone else does. Overall, this has been the most disappointing healthcare facility I have experienced. The staff appeared dismissive, condescending, and disengaged. This is an NHS service, and there should be a genuine commitment to patient care. I would encourage others to consider switching to a different practice if possible.