Gladstone House Surgery

Dismissive receptionist crushed my mental health hope

I reached out seeking an appointment to address my long-standing mental health challenges, only to be redirected to a nurse from a different practice by the receptionist. When I emphasized my need to see my own GP at my surgery, I was told I must first undergo an assessment. For someone battling mental health issues, mustering the courage to seek help is incredibly difficult, and having an unqualified receptionist seemingly dismiss or judge my concerns is deeply discouraging. People often wonder why individuals struggling with mental health hesitate to ask for help - this interaction perfectly illustrates the reason. We are routinely subjected to dismissive and insensitive treatment by front-line staff. The receptionist's invasive questioning was particularly distressing: "Do you normally see a Doctor for this?" and "Are you suicidal?" Regardless of how I responded, I was left without an actual appointment. A sarcastic thank you to Gladstone House for their complete lack of compassion and support during a moment when I desperately needed understanding and assistance.

Terrible service and unprofessional medical staff nightmare

I've been struggling for days to reach the medical practice by phone, with no success. Frustrated, I accompanied my partner to the clinic, where she was informed she'd have to wait two weeks just for a telephone consultation with a doctor. When I called, the receptionist was completely unhelpful and bizarrely accused me of being rude, even though I remained calm and didn't use any inappropriate language. I even asked her to explain what she considered rude, which seemed to further upset her. She then transferred me to another receptionist, claiming she was distressed and in tears. (I'm relieved all calls are recorded to document this interaction.) What's more, the waiting area was empty, yet the staff weren't answering incoming calls despite being present. I've now sent an email to the practice manager detailing this unprofessional conduct and am awaiting their response.

Frustratingly slow healthcare with unnecessary bureaucracy

In comparison to European standards, this service is painfully sluggish. I submitted a request for my medical records, and I've been told that the physician must provide authorization for staff to release the documents. After 24 hours, no progress has been made. I'm seriously considering switching to a private healthcare provider due to this inefficiency.

Unhelpful and dismissive medical staff attitude

The reception staff seriously lack compassion. I called the medication line, which redirected me to use the app. After experiencing some uncertainty about whether my order was successful, I contacted the surgery. When I explained my situation to the receptionist, they made me feel completely incompetent. My order had actually been processed, but the app's interface wasn't clear about its status. All I needed was a simple confirmation, yet their response was as if I'd requested something outrageously inconvenient. I understand everyone has challenging moments, but this was beyond reasonable.

Exceptional care and compassion at gladstone house surgery

Following a terrible encounter at another medical practice, we opted to switch to Gladstone House Surgery. I want to express my heartfelt gratitude to all the staff for the compassion and support you've shown our family! You consistently exceed expectations and deliver exceptional service!

Exceptional healthcare and service at gladstone house surgery

I am thoroughly impressed with the medical professionals at this practice. They consistently demonstrate exceptional care and dedication, and their efficiency in processing repeat medication requests is remarkable. The reception staff are consistently courteous and competent. I wholeheartedly endorse Gladstone House Surgery in Ilkeston.

Fantastic doctors and staff at gladstone house

I've been receiving care at this medical practice since around 2012. The front desk team is incredibly welcoming and compassionate, even when they're clearly swamped with work. Doctors Farrands, Barnett, and Ratan are truly exceptional professionals who have provided me with tremendous support throughout the years, and I'm deeply appreciative. After examining various reviews, I believe it's crucial to understand that ALL general practice surgeries are experiencing enormous strain in delivering healthcare to everyone who needs it. In my assessment, the challenges (like busy phone lines and appointment availability) are actually less severe here compared to most other medical practices. Remember that Gladstone House offers an eConsult option on their website at any time during operating hours. I've utilized this service multiple times and been impressed by how quickly they respond, avoiding the need to wait on hold or interact directly with staff. A receptionist initially reviews your submission and then directs it to the appropriate healthcare professional. Personally, I find the eConsult feature incredibly useful. As someone who tends to be forgetful, I often struggle to mention all relevant details during in-person appointments. With eConsult, I can carefully review my written information and ensure I don't omit anything important.

Terrible phone service at local medical practice

I struggled for 48 hours attempting to contact medical staff by phone regarding my daughter's respiratory illness. Ultimately, I was forced to physically visit the clinic and plead for a consultation through the reception window. During my subsequent appointment, I observed the receptionist repeatedly disregarding incoming phone calls while engaging in casual conversation with patients. At one moment, an elderly gentleman stood waiting at the window, completely overlooked. This experience was incredibly exasperating, especially after my previous two days of unsuccessful communication attempts. Despite these administrative challenges, the physicians themselves are excellent once you actually manage to see them.

Terrible service and endless waiting at medical practice

Endured a 38-minute wait just to inquire about why my recurring medication request hadn't been processed after nearly a week. I've been a lifelong patient at this practice, but their service has seriously deteriorated. I'm certain they'll use the pandemic as an excuse for their poor performance.

Frustrating service despite caring medical staff

Scheduling an appointment has become increasingly challenging, despite the warmth and kindness of the medical staff and a couple of receptionists. The inability to communicate effectively or secure a timely consultation is causing me significant distress and leaving me feeling utterly helpless.

Amazing care from start to finish

Top-notch medical procedure, with an incredibly welcoming and supportive front desk team. A special shout-out to Aaron and Laurie for their exceptional service.

Terrible medical care that left me frustrated

What's the purpose of having doctors who can't even answer their phone? Completely useless and a total waste of resources.

Compassionate care from amazing doctors and staff

I want to express my heartfelt gratitude to the entire team at this medical practice. Finding the right healthcare provider has been difficult, and I would love to continue receiving care here. Unfortunately, since I'm relocating, I've been informed I'll need to find a new surgery, which is truly disheartening. I especially want to acknowledge Dr. Farrands, who has been exceptional in managing my medication and providing outstanding medical care. From the depths of my heart, I sincerely thank you for everything.

Terrible service from incompetent medical professionals

Utterly appalling. These have been my healthcare providers for decades, yet I'm completely bewildered and repulsed by their dismal service and unprofessional approach. It feels like an impossible task to find a competent staff member who actually understands what they're doing, which is incredibly aggravating. Mistakes have been made repeatedly, affecting not just me but my entire family. Enough is enough - you're absolutely dismissed!!!!

Compassionate care from a trusted local medical team

I've been a patient at this medical practice ever since relocating to the neighborhood in 2001. Dr Mistry was my initial general practitioner, and he was a wonderful doctor who truly understood his patients on a personal level. Although I was disappointed when he ultimately retired, the subsequent doctors, especially Dr Barnet and Dr Farrands, have been incredibly supportive of me, particularly following my cancer diagnosis. Moreover, all the other staff members at the surgery are exceptional and genuinely compassionate. I can wholeheartedly endorse this practice to anyone considering registering with them.

Laurie makes medical visits a delightful experience

Laurie at the front desk is truly exceptional - her warmth and professionalism are remarkable. Interacting with her is always a delightful experience, and I find myself wishing every medical office had a receptionist as courteous and capable as she is. My sincere appreciation goes out to Laurie for making each visit so pleasant.

Amazing healthcare experience with compassionate staff

Exceptional medical procedure with outstanding staff - the front desk team is incredibly supportive, and the medical professionals are attentive and unhurried. The facility itself is immaculate, with ample, well-lit spaces. I cannot speak highly enough about this place and would absolutely endorse it to others.

Friendly staff make healthcare a pleasant experience

Gladstone house surgery has consistently provided me with exceptional care, especially considering my frequent visits for various health concerns. I want to express my appreciation for the young receptionist who has been incredibly supportive and kind. All the staff members are wonderful and make me feel comfortable during my visits. I am truly thankful for their excellent service.

Compassionate care from an outstanding medical team

Fortunately, I don't often need medical care, but every time I've been to this clinic, my experience has been nothing short of stellar. In fact, far from encountering any issues, I've consistently received top-notch service.

Mostly great doctors with one receptionist hiccup

I've had the pleasure of working with two exceptional physicians, Dr. Mystery and Dr. Farrands, who are truly outstanding. The other doctors at the practice haven't impressed me as much. Similarly, most of the front desk staff are quite supportive, with just one instance of a less-than-pleasant interaction with a receptionist.