Gladstone House Surgery

Phone queue waits made appointment impossible

I would rate this much lower if possible. I have been waiting for an extended period and experienced significant difficulty reaching anyone. After numerous attempts, I finally got through, only to find myself waiting in a lengthy call queue with no resolution in sight. The appointment booking system appears extremely challenging to navigate. It seems very difficult to access doctor consultations, and the practice appears to operate primarily through nurse-led services rather than offering doctor availability.

E-consult response was quick and helpful

I submitted an online consultation on Monday which was straightforward and simple to complete. Within a few hours, a clinician called me to discuss the matter and arranged a face-to-face appointment for Thursday. I arrived on time for my appointment but experienced a delay of approximately 45 minutes before being seen. Despite this wait, the consultation itself was excellent and the clinician provided care that was among the best I have experienced.

Impossible to reach by telephone

The practice is difficult to reach by telephone.

Impossible to book an appointment here

This practice has significant issues with appointment availability. The difficulty in securing appointments is a major concern that needs urgent attention and improvement.

Impossible to book appointments by phone

Unable to secure appointment slots due to frequent call disconnections, referrals to specialist services experience significant delays, the complaints process is inaccessible through online channels requiring phone contact which proves equally difficult to reach, alternative services appear more accessible.

Struggling to book an appointment here

It is very difficult to obtain available appointment slots at this practice.

Impossible to reach reception by phone

I would rate this experience extremely poorly if the system allowed it. Contacting the reception team has proven to be very challenging. On two separate occasions this morning, I reached a high position in the call queue only to be informed that the queue had closed and I was asked to try again later. The first attempt involved waiting for 43 minutes, while the second took 32 minutes. When I tried a third time, I found that all same-day appointment slots were already fully booked. It feels nearly impossible to secure an appointment when callers are disconnected just as they are about to speak with someone.

Impossible to book an appointment by phone

Securing an appointment at this practice proves to be extremely challenging. I attempted to call at 8:30 in the morning over a two-day period. This morning I was fourth in the telephone queue, yet after waiting 25 minutes I was informed that all available appointments had been allocated and was asked to ring back the following day. The telephone system appears to require improvement. The inability to book appointments beyond the immediate timeframe is frustrating. Being able to schedule an appointment several weeks in advance, even with a longer wait, would provide greater certainty. I would appreciate to see improvements made to this process.

Helpful receptionists made booking straightforward

The reception team are extremely helpful, professional and friendly, always willing to go the extra mile. The clinical staff are also excellent, making this the finest practice I have experienced.

Reception failed to confirm appointment details correctly

I have had a deeply unsatisfactory experience with this practice over an extended period, and this extends to my family as well. I felt overlooked during a medical situation that I believe was not properly identified at the time. I experienced multiple instances where I felt my condition was not correctly diagnosed. Continuity of care has been inconsistent, with difficulty seeing the same clinician regularly. During one appointment, I felt my concerns about pain levels were not taken seriously. I was not informed about a significant injury diagnosis and continued to attend appointments without appropriate guidance, only receiving a referral to specialist care considerably later. There have been issues with appointment scheduling, including dates provided that were incorrect and home visits that were documented as occurring when they did not. I have serious concerns about the standard of care provided at this practice and would not feel confident recommending it to others. Based on feedback from other healthcare settings, I have concerns about whether the approach taken here aligns with safe clinical practice.

Lost paperwork left me unregistered

I registered at the same time as my partner shortly after we moved to the area. While my partner's registration went through successfully, it appears my paperwork was misplaced during the process. I've since discovered that I'm not actually registered with any practice, which has prevented me from accessing vaccinations and prescriptions. I'm very disappointed with how this situation has been handled and feel my time has been wasted over the past several weeks while believing I had a registered practice. I now need to complete new registration forms and start the process again elsewhere.

Helpful practice that stayed open through the crisis

The practice performs well and continues to deliver good service. Throughout the recent challenging period, they have maintained their standards and demonstrated commitment to their work. Their efforts are commendable and they should continue in this direction.

Helpful staff made booking straightforward and easy

Fantastic surgery, all the staff are lovely and always very helpful. The clinician here is fantastic and always goes the extra mile! Would 100% recommend to anyone who is looking to join a new surgery.

Practice takes time to address every concern

I am grateful for the support provided by the team at this practice. They have consistently responded to our requirements effectively. Every query or worry has been handled in an appropriate manner with genuine care and attention. The practice demonstrates a welcoming atmosphere characterised by kindness, compassion and understanding, which appears to reflect the dedication of the established clinical team who have worked with commitment to serve the local community. I recognise that appointments may sometimes run behind schedule, and I am content to wait when this occurs. I understand that additional time is being allocated to patients who require it. Thank you to everyone involved and I hope this standard of service continues.

Straightforward appointment, felt properly listened to

A positive healthcare experience at this practice.

Receptionist and nurse showed real understanding

Excellent, thank you so much for providing a private and confidential service regarding my family member. They can be quite resistant to advice but thanks to your support they are making progress. The reception staff were wonderful and understanding, and the clinical team were even better. Many thanks for everything.