Fusehill Medical Practice

Friendly staff made me feel welcome

The team demonstrated courtesy and provided excellent assistance with a welcoming demeanor 👍 😀

Reception staff were blunt and unhelpful throughout

I registered with this practice out of necessity after relocating and have experienced ongoing difficulties. I was repeatedly told I would receive callbacks with the information and appointment details I required, yet found myself having to follow up almost daily after extended periods without contact. Some of the reception staff have come across as rather abrupt and dismissive, both in my interactions and in conversations I've witnessed with other patients during visits to the surgery. Obtaining an appointment has proven extremely challenging, despite the surgery appearing relatively quiet during my visits to pursue outstanding requests. I would recommend considering alternatives, as I wish I had reviewed feedback before registering, though my circumstances at the time meant I chose the most conveniently located option. I intend to transfer to another practice once a matter I have been pursuing for several weeks is eventually resolved. What should be a straightforward discussion with a clinician and a subsequent callback has instead resulted in repeated assurances of contact that fail to materialise, leaving me to chase progress repeatedly over an extended timeframe. This has been a frustrating experience overall.

Impossible to reach surgery when you need help

I have attempted to contact the surgery on multiple occasions across two days without success. Following a recent hospital discharge where I sustained significant injuries, I have found it extremely difficult to obtain my prescription from this practice. I recognise that many patients may be experiencing discomfort and require timely support. I believe the management of this surgery requires substantial improvement in their current operations. Overall, I consider this to be a poorly performing GP practice in the area. I would like to understand what steps will be taken to enhance the service provided.

Phone lines take far too long to answer

The practice takes a considerable amount of time to respond to telephone calls, and the medical staffing appears to be limited with only one practitioner available.

Receptionists argumentative, can't get appointments

This practice needs to close. It's impossible to get an appointment with a clinician. The reception team seems more interested in confrontation than helping patients. The overall experience is unsatisfactory and I'm not willing to engage in disputes with unhelpful staff.

Disappointed by poor communication from practice

Frustrated by the limited level of communication received.

Hard to get through on the phone

It is quite difficult to get through to someone at the practice, with extended waiting times when calling.

Phone callbacks never came through as promised

My father requires a regular health screening test every six months. Initially, he attempted to contact the practice by telephone but was unable to reach anyone. He then visited in person and was informed that their systems were experiencing technical difficulties. Staff took his contact details and indicated they would be in touch to arrange an appointment. By early afternoon, he had not received a call, so he made another visit to the practice. He was told that no appointments were currently available and was assured once again that someone would contact him to schedule one. The delays in arranging this appointment have been frustrating, particularly given how straightforward the procedure itself should be. This situation is concerning as my father's ongoing health monitoring is important.

Reception promised fast-tracked prescription but then closed

Ordered medication through my usual pharmacy as I normally do. Still waiting for the practice to issue the prescription and nearly two weeks have passed. Contacted reception and was told a fast-tracked prescription would be issued the following day, but the practice was closed. I have only one dose of my blood pressure medication remaining. According to the pharmacy, stopping this medication can cause blood pressure to rise again. The prescription had been requested in advance to account for the typical delivery timeframe from the pharmacy. This is only the second occasion this has happened, but given that this is my primary healthcare provider, it feels unacceptable. It's fortunate I'm not in need of something more critical to my health. Although, of course, my blood pressure medication is important to my wellbeing.

Dismissive staff refused to help with vaccination query

The staff were quite unwelcoming. When I enquired about a vaccination service, I was directed elsewhere and told to seek the service privately. When I questioned why this particular service wasn't available through my GP practice, I received a dismissive response suggesting I should find alternative care elsewhere.

Happy with the listening and care provided

I was very satisfied with the care and service provided to me.

Quick appointment and no waiting time

Excellent experience. I was able to secure an appointment with the nursing staff very quickly after making contact. When I attended, I was seen promptly without any delay.

Nurse visit went smoothly and felt heard

Attending an appointment for blood pressure monitoring and routine testing was a positive experience. The healthcare professional I saw was particularly supportive and helpful throughout the visit.

Kind staff who explained everything clearly

The healthcare professional I saw was exceptionally kind and approachable. They took time to walk me through each stage of my visit in a clear manner. I'm very grateful for their care. The clinical environment was immaculate. My appointment ran promptly without significant delays.

Phone hung up on me, then rude reception staff

Called the practice and the line was disconnected on me. When I rang back, I spoke with reception staff who came across as dismissive and unhelpful. An emergency appointment was arranged for my young daughter regarding her eye. During the visit, the clinician's approach felt unhelpful. My daughter has a lump on her eyelid caused by a blocked gland, and when asked to locate it, the clinician seemed surprised despite it being clearly visible. After I mentioned we had already tried warm compresses at home, I was offered a topical treatment. When I explained my concerns about applying this to such a young child who would be resistant, the clinician's response felt impatient and dismissive, repeatedly asking if I wanted the medication without acknowledging my practical concerns. I also raised a separate concern about my daughter's chest during the appointment. The clinician suggested I book another visit if I wanted that assessed, stating the appointment was specifically for her eye. I felt frustrated at being told to make another appointment when we were already there, particularly given how difficult it is to secure appointments at this practice. The clinician eventually did a brief examination of her chest and concluded there was nothing of concern. However, from my perspective as her parent, I am regularly managing her symptoms at home, and I found this assessment unconvincing. On a previous occasion, a different clinician had similarly found nothing wrong, yet she subsequently required hospital admission for several days. I believe both the reception team and clinical staff would benefit from additional training, particularly regarding patient communication and how to make patients feel heard and valued during their care.

Professional team made me feel heard

Extremely professional and supportive, resulting in complete satisfaction with the service provided.

Long wait but smooth appointment experience

There was a delay of approximately 2 weeks before being seen, however the visit itself went smoothly once at the practice.

Unhurried appointment with helpful support

Attended an appointment with the specialist nurse. The appointment ran on schedule, and the staff member was extremely helpful and friendly. A trainee was also present during the visit and demonstrated a pleasant demeanor. The consultation felt unhurried, with adequate time allocated for discussion.

Long waits and inconsistent care at appointments

The practice consistently involves lengthy wait times, often extending beyond 40 minutes. The service experience has been disappointing. There appears to be frequent changes in clinical staff seen at appointments. While this is a general practice rather than an emergency service, the appointment system still results in substantial delays despite being pre-booked.

Always happy with the service here

I am consistently satisfied with the care provided at this medical practice. Thank you xx