Goldington Road Surgery

Couldn't get an appointment when needed

The service has been disappointing as I am unable to secure an appointment when needed. It is frustrating to have access to a GP practice when obtaining an appointment proves so difficult at times of greatest need. Overall, I found the experience unsatisfactory.

Receptionist hung up without listening to urgent concern

I sought urgent medical attention after sustaining an injury from an animal in a region where a serious infectious disease is prevalent, and I required continuation of preventative treatment. During my first phone call, I explained my situation, but the receptionist indicated they would contact me back and ended the call abruptly without allowing me to finish speaking. The call lasted approximately two minutes. After three days without hearing back, I called again. A different receptionist informed me that there was no record of my initial call or the concerns I had raised, suggesting that my first contact had not been documented or addressed. Following this second call, a receptionist contacted me the next day but advised that I had been scheduled for a different type of vaccination than what I required to complete my preventative treatment. This response did not seem to address the issues I had raised. I expressed that this was insufficient, and I was subsequently referred to another practice. This referral proved beneficial, as the clinician there listened carefully to my concerns, properly assessed my situation, and referred me to a specialist service. Notably, the specialist confirmed that my original practice could have made this referral directly, which would have avoided a week-long delay in my treatment. Given the seriousness of the condition I was concerned about, I felt my situation was not handled with appropriate urgency or respect. I was disappointed that the practice did not take adequate time to understand my case, particularly when another clinician demonstrated that doing so was entirely feasible. My experience left me with concerns about whether the practice has the capacity and capability to manage a diverse range of medical presentations effectively. I would encourage others to be proactive in advocating for their own healthcare needs when using this service.

Practice let us down with poor communication

An unsatisfactory experience at this practice for both of my relatives. The service lacked efficiency and there were communication issues surrounding appointment management and last-minute cancellations. It is unfortunate that they serve such a large area, which restricts the availability of alternative surgeries in the vicinity. :-(

Quick response and felt properly examined

I felt unwell and submitted a message through the surgery's system, receiving a response within an hour. I was seen by a clinician who was very pleasant and provided thorough care. They examined me carefully, addressed my concerns, and put my mind at ease. Overall, I received an excellent service and am very satisfied with my experience. Thank you.

Felt heard and given proper time

I was extremely pleased with my recent appointment. The clinician made it very straightforward to have a meaningful conversation. My experiences at other practices previously had often left me feeling hurried or uncertain about what would happen next, or receiving recommendations I wasn't comfortable with. This was genuinely the most positive experience I have had at a GP surgery in a considerable amount of time.

Reception staff unhelpful when trying to book appointments

I'm very unhappy with my experience at this surgery. My father was not prescribed medication he needed and was instead told to purchase it privately. He was given an incorrect initial diagnosis of an autoimmune condition, when it appears there may be a more serious underlying issue. For several years, a swelling was dismissed and he was not believed, which has been deeply frustrating. His symptoms have progressed significantly, affecting his speech and causing facial swelling, along with weight loss, which understandably causes us great concern. The appointment system is extremely difficult to navigate. We cannot secure appointments through online booking, telephone, or in person at reception. The reception staff have been unhelpful and dismissive, insisting appointments can only be booked online despite this not being possible in practice. This has left us unable to access the care my father desperately needs. I feel the standard of care and accessibility at this practice is unacceptable and falls short of what patients should expect. The combination of clinical concerns and systemic barriers to accessing appointments is deeply troubling. We are exploring further options to address these issues. I am extremely distressed about my father's situation and the difficulties we have faced in obtaining proper support and treatment.

Quick appointment and helpful reception staff

I recently registered with this practice and required an appointment with a GP. The experience was outstanding from start to finish. The reception team demonstrated courtesy, compassion and genuine support throughout the booking process, and I was able to see a clinician promptly with no unnecessary delays. When dealing with health concerns that leave you feeling uncertain, this level of attentive care makes a real difference. Excellent service all round!

Booking system confuses with advance appointment options

It's quite challenging to secure an appointment through the online booking system at the local surgery. The system tends to display a location that is inconveniently far away for me to travel to. I'm also puzzled by the booking functionality, as it appears to only allow same-day reservations despite showing an option for future dates that doesn't seem to work properly. I spent considerable time attempting to book an appointment for Friday but was unable to do so in advance, with the system only permitting same-day bookings. After a lengthy wait on hold with the surgery, I was informed that the system doesn't support advance bookings, despite the option being visible. The booking system would benefit from improvements to make it more user-friendly and less frustrating to navigate.

Felt genuinely listened to and respected

The clinician I saw is a credit to the profession. They are meticulous and skilled. Whenever I've spoken with them they've made me feel listened to and haven't talked down to me. They give weight to your own judgement on your own body which is not something all doctors inherently do. I've had some challenging times over the past couple of years in relation to my health and they have helped to alleviate this substantially.

Courteous staff made me feel reassured

Excellent practice with courteous and efficient staff. The clinicians are thorough and professional. It's very reassuring to have access to such a brilliant service, particularly given the current pressures on the NHS.

Helpful staff made me feel welcome

This practice is excellent, with all team members being consistently helpful and friendly. The clinical staff are outstanding. I have been a patient here for many decades and have always been satisfied with my care.

Online forms don't work when staff won't listen

My son has particular needs and wants to be able to live as independently as others do, but I feel the practice doesn't listen to his concerns. They direct us to complete forms online, but when there are things we don't understand, they still don't seem to take our feedback on board. When we try to follow up by phone, we struggle to get responses. It's frustrating not knowing what else to do. I'm disappointed with the level of service provided. My son has been registered here for a long time and finds change difficult, so I feel something needs to improve in how the practice communicates and responds to our needs.

Receptionist clearly explained the whole process

Excellent experience, thank you. I felt nervous about my first remote consultation. A member of the reception team called to walk me through how it would work, which was really helpful. I had a blood test the following morning, (ideally would have been the day before but the phlebotomy service couldn't accommodate that timing). An ECG took place later that same day - the clinical staff member was very compassionate though I didn't catch their name. My in-person appointment the next day with the clinician was comprehensive and gave me great peace of mind. I'm very appreciative. Thank you.

Team really listens and provides consistent support

I have consistently enjoyed my visits to this practice. The entire staff demonstrate genuine commitment to ensuring I receive the assistance I require each time I attend.

Online forms make booking unnecessarily complicated here

The appointment booking process at this surgery relies on completing a lengthy online form, which has made accessing care increasingly difficult. Appointment availability is limited, with available slots typically filling very quickly after being released. When appointments are secured, consultations sometimes result in pharmacy referrals rather than face-to-face assessments, which can feel unhelpful when seeking direct medical evaluation. The lack of continuity in care is also problematic, as seeing different clinicians on subsequent visits makes it harder to receive consistent assessment and follow-up. The current system appears to be creating barriers to effective healthcare access. This represents a noticeable change from how the surgery operated previously.

Phone queue frustration never gets resolved

I waited on the phone for 40 minutes to speak with someone, only to have the call disconnected just as I was about to be helped. This has been a recurring issue for me.

Phone calls left me feeling dismissed and unheard

I am writing to express my dissatisfaction regarding two unsatisfactory experiences at your practice on consecutive days in early December. During both visits, I encountered what I perceived as discourteous and unprofessional conduct from multiple members of your team, including reception staff, a clinical practitioner, and a clinician, which left me feeling undervalued and poorly treated. During my first interaction, a phone call to reception became unnecessarily extended when staff became impatient and unhelpful in response to my straightforward request for a message to be passed on. Despite my courteous approach, I felt accused of being rude and did not receive the timely assistance I required. I was subsequently transferred to another clinical practitioner, whose response mirrored this initial experience, with similar accusations and an abrupt conclusion to our conversation that caused me considerable upset. My second experience, during an in-person appointment, proved even more frustrating. From the outset, I felt the clinician's demeanor was dismissive and curt. When I raised reasonable questions regarding my medication, the response was defensive rather than informative, and the conversation ended abruptly without proper resolution. This pattern of conduct across multiple team members has been deeply concerning. Healthcare professionals have a duty to maintain courtesy, patience, and professionalism consistently, regardless of their workload or circumstances. I felt that frustration was being directed toward me without justification. While I recognise the demands of their role, this does not excuse the standard of interaction I experienced. When I subsequently raised these concerns, I was promptly referred to the complaints department. This swift redirection, without initial acknowledgment or discussion, suggests such matters may be routine and handled without genuine consideration. A more thorough initial response would have demonstrated that these issues are taken seriously. I request a comprehensive review of these interactions and a clear explanation of the measures your practice intends to implement to address these concerns. Patients are entitled to respectful treatment and should feel able to discuss their care without apprehension of dismissal or disrespect. I await your timely response.

Referrals kept getting bounced back repeatedly

We recently registered with this surgery after our previous practice closed. We feel very let down as a family. A family member has required a mental health assessment which the surgery has repeatedly failed to progress. Despite expressing serious concerns about their wellbeing, no action has been taken. Additionally, another family member sought an appointment due to concerns about heart palpitations and breathing difficulties, which are potentially indicative of significant health conditions. We recognised this was likely related to a respiratory condition requiring medication review, as their current treatment was no longer working effectively. We were advised to contact the out-of-hours service instead. Following this referral, we were directed to attend accident and emergency. This proved to be a frustrating experience. The subsequent respiratory assessment was conducted over the telephone. We have concerns that a telephone consultation is not an appropriate format for this type of clinical assessment, as it does not allow for proper physical examination techniques that would normally be part of a thorough review. We feel the care provided has fallen short of what we would expect.

Reception team made me feel welcome

The team at reception and in the clinical areas have consistently demonstrated friendliness and professionalism throughout my visits.

Long phone queues and unhelpful blood result responses

I was recently transferred to this surgery after my previous practice closed. I experienced significant difficulty contacting the surgery, spending approximately two hours attempting to reach someone. When I finally got through, I was informed that there were no updates available on my urgent blood results, despite the surgery confirming they had received them. I was told that because I had seen an out of hours doctor, the surgery was unable to pursue the results and would need to wait before following them up. I found this explanation frustrating and concerning, particularly for patients who may rely on timely results for their health. The lengthy wait time to get through was attributed to staffing levels at the time. I have made a formal complaint and am considering registering with an alternative surgery.