Gillan House Surgery
Poor! (82 reviews)
Poor! (82 reviews)
Feedback on this GP practice reveals a deeply polarised patient experience. Many patients praise the clinical expertise and compassionate care of certain doctors, particularly noting their responsiveness, thorough consultations, and willingness to follow up outside regular hours. However, these positive experiences are significantly undermined by widespread and consistent complaints about reception and administrative services. Patients report persistent difficulties accessing the practice by phone, with extended waiting times of 30 minutes to over an hour being common. Appointment availability is frequently cited as problematic, with waits extending to two to three weeks, unexpected cancellations occurring with minimal notice, and patients struggling to secure same-day consultations even for urgent needs.
Reception staff conduct has emerged as a major concern, with multiple reports of unprofessional, dismissive, and discourteous behaviour. Patients describe staff as unhelpful when registering, disengaged during phone interactions, and occasionally hostile when handling inquiries. Additional issues include disorganisation in prescription handling, instances of confidentiality breaches through misdirected medical information, and cleanliness concerns regarding treatment areas. While individual clinicians receive strong recognition for their care quality, the practice's administrative infrastructure appears to create significant barriers to accessing that care, leaving many patients frustrated and considering alternative providers.
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Feedback on this GP practice reveals a deeply polarised patient experience. Many patients praise the clinical expertise and compassionate care of certain doctors, particularly noting their responsiveness, thorough consultations, and willingness to follow up outside regular hours. However, these positive experiences are significantly undermined by widespread and consistent complaints about reception and administrative services. Patients report persistent difficulties accessing the practice by phone, with extended waiting times of 30 minutes to over an hour being common. Appointment availability is frequently cited as problematic, with waits extending to two to three weeks, unexpected cancellations occurring with minimal notice, and patients struggling to secure same-day consultations even for urgent needs.
Reception staff conduct has emerged as a major concern, with multiple reports of unprofessional, dismissive, and discourteous behaviour. Patients describe staff as unhelpful when registering, disengaged during phone interactions, and occasionally hostile when handling inquiries. Additional issues include disorganisation in prescription handling, instances of confidentiality breaches through misdirected medical information, and cleanliness concerns regarding treatment areas. While individual clinicians receive strong recognition for their care quality, the practice's administrative infrastructure appears to create significant barriers to accessing that care, leaving many patients frustrated and considering alternative providers.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Mine K.
5 years ago
Bad!
Rude doctor ruined my first consultation
During my initial in-person appointment with Dr. Abi, I was thoroughly disappointed by her lackluster interpersonal approach and complete absence of professional empathy. I sincerely hope this encounter was an anomaly. In contrast, the administrative team has been consistently helpful and pleasant. It's regrettable that Dr. Abi's conduct fell far short of the standards one would expect from a primary care physician.
Susie L.
5 years ago
Excellent!
Doctors who truly care about patients
I've been a patient at this medical practice since relocating to the area nine years back, and they are truly exceptional. Throughout my time here, I've consulted several physicians - starting with Dr Karthi, then Dr Curtin, Dr Rahman, and most recently Dr Fenn. Without exception, each doctor has been outstanding, consistently demonstrating care that surpasses expectations by thoroughly addressing and alleviating my medical concerns. Even prior to the pandemic, they would proactively contact me at home and outside regular hours to follow up on consultations and monitor my symptoms. Scheduling appointments is always convenient, and their email responsiveness is impressively quick. My social circle is consistently amazed when I describe the superior level of service I receive from Gillan House compared to their own healthcare providers.