Fusehill Medical Practice

Reception staff were dismissive and unhelpful

The customer service experience was deeply disappointing. It is difficult to understand how staff members in general practice settings, where patients may be reaching out during vulnerable moments, can be so dismissive and unkind. Making the initial call for support is already challenging enough without having to encounter such disrespectful treatment during the process.

Practice didn't prepare for scheduled appointment

Received a text message from the practice asking me to schedule an appointment to discuss a recent letter they had received from another healthcare provider regarding some blood work. I made the appointment as requested and took time off work to attend. Upon arrival, I found that the clinician I saw appeared unfamiliar with the reason for my visit and asked what they could help me with. I explained that I had been asked to come in and was uncertain why the appointment had been arranged. The clinician then indicated they would seek guidance from the colleague who had sent the letter. I have a copy of the letter myself, which contains some concerning blood results, yet the clinician did not seem to have reviewed it beforehand. I regret to say that I left the appointment feeling frustrated and was not as courteous as I might have been. The whole experience felt like a considerable waste of my time.

Dismissed for being young and female

It's understandable why many people feel discouraged about visiting their GP. I felt belittled during my appointment. I've been experiencing discomfort for several months that has been progressively worsening. I was advised to manage the symptoms until I could have imaging done, with the suggestion that since I've coped so far and am relatively young, I should be able to continue doing so. I had requested a work note to allow for breaks during my shifts in a demanding role requiring long hours on my feet. The response implied that younger individuals shouldn't have health concerns, and that my symptoms might be psychological rather than physical. I found this approach disappointing given the healthcare professional's position and responsibility to patients.

Reception confusion left me unseen for hours

Attended this location following an online appointment. The staff member was considerate, however the overall experience was deeply disappointing. This is not my usual practice location but part of the same organisation. The visit was extremely frustrating. I was not called in to be seen despite waiting for an hour. I was marked as not attending despite being present throughout. The reception desk had multiple staff changes during my wait, requiring me to repeat my situation several times. Even when a manager became aware of how long I had been waiting and attempted to assist, I still did not receive an appointment. The visit felt pointless, and I left feeling worse than when I arrived. I would not return to this location. The experience was very disappointing.

Wrong prescription handed over without care

I had a very concerning experience at this pharmacy. The customer service felt unprofessional and lacked compassion, which is particularly important when serving unwell or vulnerable individuals. I received an incorrect prescription, and when I brought this to the attention of the staff member, they appeared uncertain about how to resolve the matter. The person assisting me seemed inexperienced and did not appear fully engaged or attentive, which added to my overall concern about the visit. This standard of service and approach to patient care fell short of what I would expect in a healthcare environment. Staff in pharmacy roles have a responsibility to be attentive, competent, and considerate, and I did not feel these qualities were demonstrated during my visit. I would encourage this pharmacy to invest in staff training and development.

Rushed appointment booking felt premature

The appointment felt rushed and I was seen sooner than I felt ready for.

Friendly reception made the visit pleasant

Welcoming and courteous.

Reception queue made me wait without apology

There was a delay before being attended to at the front desk. I arrived thirty minutes ahead of schedule, having noticed signage emphasising the importance of punctuality and attendance. My appointment was scheduled for 3:10 but I was called through at 3:45, without any acknowledgement of the wait time. When I raised a brief follow-up question regarding my child, I was informed that an answer couldn't be guaranteed and that any more detailed enquiries would require booking a separate appointment. The experience felt rushed and lacked a personal touch. I would not feel confident recommending this practice.

Friendly staff helped ease my anxiety

The healthcare professional at this location was very welcoming to me. It was my first visit to this practice. Although I am registered elsewhere, I was referred here for a routine screening appointment. The reception staff were friendly and helpful. Despite not being from the UK, I felt genuinely welcomed by everyone. I was quite nervous initially, but the clinician was extremely supportive throughout the entire appointment and put me at ease.

Doctor seemed dismissive of my concerns

Attended a medical appointment today which was disappointing compared to previous experiences. The clinician seemed disengaged throughout the consultation and I felt my concerns were not being taken seriously. Additionally, I was prescribed medication despite being told it was not the preferred option, which left me feeling confused about the recommendation.

Struggling to book appointment through confusing options

I have been attempting to secure an appointment for several days without success, being told repeatedly that no slots are available. The receptionist directed me to several options: an early morning telephone queue the following day, an early morning in-person queue outside the surgery, an online consultation, or contacting an out-of-hours service after regular hours, though I questioned whether this was the appropriate route for routine matters. I visited a pharmacy at considerable expense, but they were unable to help due to prescribing limitations and referred me back to the practice. I also felt uncomfortable with receptionists asking about the nature of appointments, as this places them in an awkward position, is not their responsibility, and raises confidentiality concerns. Like many others, I eventually gave up pursuing the matter and decided to manage without intervention, hoping the situation would resolve naturally over time. I submitted an online consultation request but received no response. I feel dizzy and frustrated by the repetitive cycle of being redirected without resolution. This experience has left me feeling dismissed and exhausted. It is understandable that emergency services become overwhelmed when patients have nowhere else to turn. This practice was previously reliable and responsive.

Reception staff made booking straightforward and friendly

The receptionist at the practice was excellent to work with. I wanted to highlight her performance because she was exceptionally friendly and helpful throughout my interaction. Thank you.

Doctor didn't listen to what I said

Attended an appointment to discuss mental health concerns and felt that my perspective was not adequately heard or understood. The clinician appeared to have difficulty grasping what I was trying to communicate. While I was referred to another service, the appointment itself did not feel particularly productive or worthwhile. The mental health system requires significant improvement.

Phone lines were constantly unreachable and unresponsive

I attended this surgery during a period from 2019 to 2021. My experience was disappointing. The practice struggled with phone accessibility, making it difficult to get through. Repeat prescriptions took an extended time to process, which resulted in gaps in my medication supply. Additionally, referrals that were promised did not arrive as expected. I submitted a request for access to my medical records and was advised of a 30-day processing period. Upon returning after this timeframe, I was informed that the request could not be located. This meant I had to submit the application again and wait through another processing cycle. During a consultation, I felt that my concerns about significant medication side effects were not received well, and I left feeling dismissed rather than supported in raising these issues.

Long phone queues made apologising impossible

Made an appointment earlier in the week. I have now spent considerable time on the phone listening to automated messages stating my call is important to the practice. I was unable to attend my appointment due to a family emergency and have been attempting to contact the surgery to inform them of this. My family have been registered with this practice for many decades. I feel the service has deteriorated significantly over time. I am disappointed with the current standard of customer service. I am also uncertain about who my assigned GP is.

Reception staff unhelpful when signing up

Called yesterday to inquire about registering with this practice as I'm relocating back to my home area after completing university. The staff member I spoke with was helpful and encouraged me to visit in person to complete the registration. When I arrived today, I was greeted by a different staff member whose manner felt dismissive and unhelpful. She suggested I should look for a practice in a location more convenient to my current residence. I was surprised by this response as I wasn't aware of this requirement. Her tone came across as condescending, and she seemed to treat my question as though it were unreasonable. I felt that providing assistance should be part of her role. She appeared reluctant to even check with a manager about alternative practices in the area, which felt like poor customer service. Perhaps she was having a difficult day, but the experience left me feeling unwelcome. In any case, I've decided to pursue registration elsewhere and wish the practice well.

Phone lines took far too long to answer

I am very dissatisfied with this practice. The fees are substantial and the service does not meet expectations. When I called in the morning, there was a significant delay before my call was answered, which was frustrating. I was experiencing considerable discomfort at the time, and I felt that my concerns were not adequately addressed.

Appointments gone within minutes of opening calls

Compared to other practices in the area, this one has been the most challenging to work with. The phone lines open at 8am, but by 8.45am all available slots are typically booked. On a previous occasion, when I needed to bring in two family members with similar symptoms, I was told only one appointment remained. It seemed inefficient to have to schedule separate visits when both could potentially be seen together in a brief consultation. I felt frustrated by the lack of flexibility. Now with another family member requiring urgent attention, I face the prospect of contacting the practice again during a busy time. An online booking system would genuinely help resolve many of these scheduling difficulties and reduce the stress of trying to reach the practice by phone.

Impossible to reach by phone for appointments

One of the most frustrating medical practices I have experienced in the UK. The primary issue is the difficulty in reaching them by telephone, particularly during early hours when attempting to schedule an appointment.

Impossible to reach by phone, staff weren't helpful

The phone service was extremely difficult to access and the staff interactions were unpleasant.