Gladstone House Surgery

Reception asks too many personal questions publicly

One of the worst medical practices with significant appointment availability issues. The reception staff request detailed information about symptoms in a public setting where privacy is compromised. However, when contacting the surgery for results, staff indicate they lack the medical qualifications to discuss them. The waiting areas often appear vacant because clinical staff are frequently unavailable during surgery hours.

Appointment reminders would make things better

The only drawback with their service is that when an appointment has been arranged, there is a lack of communication regarding the booking details.

Online booking system needs urgent fixing

It has become difficult to schedule an appointment through traditional methods. The online booking system experiences technical issues, the digital consultation service is not functioning properly, and promised communication links fail to arrive. The available appointment booking options appear limited and problematic.

Felt properly listened to for once

Had a follow up appointment recently and was seen by a member of the medical team. It felt like the first time I was genuinely listened to during a consultation. The clinician demonstrated real understanding and provided efficient, helpful guidance. I'm very grateful for the quality of care received.

Helpful staff who really try to accommodate

Cannot find any fault with them. The staff are consistently helpful and make genuine efforts to work with you and provide guidance. Getting appointments can be challenging, though this appears to be a widespread issue rather than specific to this practice. They are a strong team overall.

Phone lines overwhelmed, couldn't get through today

Update: I previously had a positive experience with this practice, though I had not attended in person. Following my relocation in early 2021, I managed my healthcare needs through telephone consultations. However, the accessibility became increasingly challenging. I stopped attempting to secure appointments in 2022 and discontinued my regular medication. Now that I require medical attention again, I have encountered difficulties reaching the practice. My initial call was unsuccessful, and a subsequent attempt resulted in being informed that no further appointments were available that day. After finally connecting with the practice, I have been waiting in the queue for a considerable time. Given these ongoing access issues and my current need for support, I have decided to transfer to an alternative practice. When I first registered with this practice in early 2021 after relocating, I found the team to be exceptionally supportive despite the challenging circumstances at that time. On occasions when I required urgent assistance with prescriptions or other matters, the staff demonstrated genuine commitment to resolving my needs. Throughout my interactions, they maintained a professional, approachable, and courteous manner.

Reception blamed me for work commitments

I have been attempting to arrange a medication review since July. An appointment was eventually scheduled over a month later, but no contact was made to confirm it. The appointment was rescheduled for September, at which point I received multiple calls in quick succession while I was unavailable. I was informed by reception staff that this situation was my responsibility and that I should have arranged time off work. This created a difficult situation, as I cannot repeatedly take time away from work due to scheduling difficulties on the practice's part. In my own experience working in a similar environment, it would be more effective to space out contact attempts to increase the likelihood of reaching someone. My next review is now scheduled for late October. Due to the delay in arranging my medication review, I incurred costs for a private prescription that I would normally have obtained through the practice. I have been managing my long-term health condition for nearly 15 years. Throughout my time at this surgery, I have needed to pay for private treatment for various aspects of my care because I felt I was not receiving adequate support, and I have had to work additional hours to cover these costs. The practice is now my only source for one particular medication that I require, yet I am struggling to access even this. The situation has become frustrating enough that I have considered alternative options, though I recognise this is not a practical path forward. Additionally, I have spent considerable time on hold during work breaks and lunch periods waiting to speak with someone, which has impacted my working day.

Automated system cuts off callers without help

Unable to reach a person through the automated phone system, as calls get disconnected before speaking to someone. Visited in person to book an appointment and found the reception area appeared to be unmanned during that time.

Reception team needs better management oversight

The issue isn't with the clinical team. It's the reception staff who seem to believe they're in charge. They make frequent mistakes and important matters don't get handled properly. Management should be paying closer attention to what's happening at the front desk.

Reception staff didn't communicate with each other

The reception team seemed unable to provide assistance, and there appeared to be communication issues among staff members that affected the quality of service received.

Phone lines constantly busy, no appointments available

Finding it difficult to reach the practice by telephone, with no available slots either currently or further ahead. Experiencing lengthy waits when attending in person at reception, and feeling that some staff members don't seem to pay proper attention to what patients are saying. No email contact option is available, and a written complaint submitted to the practice was neither responded to nor acknowledged.

Four month wait for a prebookable appointment

If I could give this surgery a 0 I would, it's an absolute joke that I've waited for a prebookable appointment for over 4 months now and I get the same story all the time. This used to be a great practice but since the management change it's been terrible. There seems to be inconsistency in the information provided, with different staff members giving conflicting advice about care and medication. You have to repeat yourself over and over again when you can get in because you never seem to see the same clinician, which makes continuity difficult. I've been waiting for a phone call for over 2 weeks and I'm still waiting. It's so frustrating. All these one star reviews should tell you something right there.

Impossible to book appointments despite being asked to attend

Accessing appointments at this practice proves extremely challenging, whether attempting to book in advance or on the day. During a recent call, the receptionist appeared uncomfortable when communicating that no same-day slots were available and that no advance appointments had been released, despite the practice having previously contacted me to request an in-person visit to discuss some results. The waiting area appears notably quiet, with few patients present during visits. I have submitted formal complaints regarding my experience with this practice to the appropriate oversight bodies. My recommendation would be to consider registering elsewhere, and should you already be registered here, transferring to an alternative GP surgery in the local area is straightforward. Voting with your feet may be the most effective approach.

Reception staff were dismissive about prescriptions

The reception staff were unwelcoming. When requesting a repeat prescription, I was told an appointment was necessary and given one several weeks ahead. This appointment was subsequently cancelled, yet when I called back, the same slot was offered again. When the appointment date arrived, I was asked what I needed help with, only to be informed that the prescription had already been sent to the pharmacy weeks earlier without any prior notification. This felt like a waste of time for everyone involved. Patients are expected to be courteous, yet the staff came across as discourteous in return. The overall service was disappointing.

Phone lines consistently unavailable when calling

I wish I could give a lower rating than one star. I have had a very frustrating experience with this surgery on behalf of a family member. When attempting to book appointments, the lines are consistently busy, and when visits are arranged, the expectation seems to be to consult with a paramedic rather than a doctor. Additionally, I have noticed that the reception desk appears unmanned during certain times, and there seems to be difficulty getting through on the phone from certain numbers, whereas calls from other numbers connect without issue. This has been a disappointing experience overall. I am relieved not to be a patient at this practice myself, as I believe my family member deserves better care and accessibility.

Reception gave conflicting information about registration requirements

I relocated from another area with four children in my care. At the time, the reception staff indicated that registration couldn't be completed until all of them had undergone medical assessments. One of the children had a significant ongoing health concern. When we attended the surgery for the scheduled medical appointments, we were informed by a practice nurse that medical assessments were only necessary for adults, not children. Following this, I have made numerous attempts to secure appointments by calling at the standard morning time, without success. The care I have received has been obtained through alternative services rather than through this practice. The appointment system currently in place at this practice appears ineffective for patients, raising questions about its continued use.

Phone queue kept dropping calls repeatedly

Attempted to book an appointment by phone, and there were several people ahead in the queue. When it became nearly my turn, the call was not answered. I tried calling back on multiple occasions throughout the week but was unable to reach anyone.

Impossible to get through on the phone

Poor experience overall. Found it extremely difficult to get through to the practice and struggled to secure an appointment. Additionally, had difficulty obtaining repeat prescriptions.

Getting an appointment was worth the wait

Excellent care once you manage to secure an appointment with a healthcare professional. However, I typically rely on the online consultation service but it seems to have stopped functioning properly, which is frustrating when that occurs.

Long wait on the appointments line

My wife called the dedicated appointments line and waited in the queue for an extended period. After being fifth in line for approximately an hour, she eventually reached first position. She remained waiting in that position for around twenty minutes before finally being connected to someone.