Glebe House Surgery

Helpful care during a difficult time

During my recent stay at my caravan, I experienced significant health difficulties related to lingering effects from a previous illness. The entire team at the practice, including reception staff, clinical nurses, and medical practitioners, delivered exceptional and prompt care throughout. I am very grateful for their support.

Long phone queues made booking difficult

Called early in the morning and found myself quite far back in the queue to speak with someone. When I tried again shortly afterwards, the available slots had already been filled. The earliest appointment offered was approximately two weeks in the future, and it was only to be conducted by telephone. I'm concerned about how the appointment system is currently operating. I feel that in-person consultations should be more readily available rather than relying so heavily on telephone appointments. The current service level is disappointing, and I believe patients deserve better access to care.

Prescription delayed multiple times despite urgent need

I am extremely disappointed with what happened over the past day. I attended an urgent appointment yesterday to address several concerns, with one requiring immediate attention and emergency medication. I rarely seek medical care or report feeling ill, but I was experiencing a significant urinary tract infection and felt very unwell. The healthcare provider indicated my prescription would be prepared urgently at the pharmacy within 45 minutes, so I waited in the area until that time had passed. When I arrived at the pharmacy, the prescription had not arrived. I contacted the surgery and was informed it would be available the following morning as other patients had been prioritised ahead of me. I spent the entire night in considerable discomfort with my infection and returned to the pharmacy at 10am, only to discover the prescription still had not been processed. I called the surgery once more and was assured it had been escalated for priority and would be ready within an hour, with a callback to confirm. After waiting over an hour in pain at a local café, as returning home seemed inefficient, I called again to check on progress. The prescription remained unprocessed. I feel let down by the level of support provided and am now back at home still without my medication while my symptoms continue to worsen. I am frustrated by the considerable amount of time this situation has consumed.

Difficult getting through to discuss blood test results

Received a text message requesting contact with the surgery about some blood test results. When I called back, the receptionist explained that an appointment would be necessary to discuss the results with a clinician, with the next available phone slot not until 26th October, unless I attempted to call at 8am. I mentioned that I have struggled to get through in the past and that when I do manage to reach someone, all appointments have already been taken. I also asked whether another member of staff, such as a nurse, might be able to help given my concern about the results, but was told that the receptionist was not medically qualified and no alternative support was available. While the clinical staff have been excellent on the occasions I have managed to see them, I found the reception experience to be lacking in empathy and unhelpful overall.

Friendly staff made registration straightforward

We recently joined this practice and have been impressed by the welcoming and professional approach demonstrated by everyone we've encountered, including those at reception, in the pharmacy, and in clinical roles. Both of us have benefited from prompt referrals to additional care and specialist services.

Reception staff dismissive when registering as new patients

We visited this surgery to complete registration paperwork as prospective new patients. The person at reception came across as dismissive and abrupt, which made the experience feel unwelcoming. The overall atmosphere of the facility did not feel inviting either. When asked to provide identification, we had no issue with this requirement until being informed that every family member would need to present their own ID. My son has additional needs and has been shielding for an extended period. The receptionist did not appear sympathetic to this situation. This particular request is not a standard clinical requirement. This approach does not seem conducive to attracting new patients, and it is worth remembering that patient numbers directly impact the practice's sustainability. Due to this experience, we have decided to register elsewhere. This was a significant misstep. I found this approach disappointing, particularly given the local connection. I would not recommend this practice.

Reception staff made booking difficult and unhelpful

The clinical staff I've encountered have been pleasant and professional as you would hope, however the experience is undermined by difficulties with the front desk team, whether due to being stretched thin, insufficient training, or other factors, the reception staff appear disengaged and unhelpful.

Reception staff unhelpful when phoning for support

I'm uncertain about the current situation at the practice. The clinical team continues to demonstrate the compassion and dedication we've come to expect, however the reception staff appear less inclined to assist and seem quicker to decline requests. I recognise that various circumstances may limit what can be offered, but patients contact the surgery because they need support and guidance.

Disorganised blood test and prescription handling

Disappointing experience when bringing my teenage son for a blood test. The staff member performing the procedure appeared uncertain about the reason for the test. Additionally, a repeat prescription was requested but there were issues with the order. After waiting several days to collect the medication, the pharmacy informed me that the surgery had not submitted the complete request. The coordination between services felt disorganised during this time.

Booking appointments remains frustratingly difficult here

Arranging a standard appointment proves to be quite challenging. Calling at the start of the day means competing with numerous other patients attempting to reach the practice simultaneously, and you may need to put your work commitments aside in hopes of securing a slot, or alternatively accept waiting several weeks for availability. It would be beneficial if the practice could explore more modern booking methods to improve accessibility and convenience for patients.

Long waits are the norm at this surgery

The appointment schedule at this practice frequently runs behind, and extended waiting times before seeing a clinician are commonplace rather than the exception.