Goldington Road Surgery

Digital check-in confusion caused unnecessary appointment cancellation

I attended this GP practice for the first time in quite some time with a pre-arranged appointment. I arrived approximately one minute after my scheduled time and reached reception a few minutes later. As I hadn't visited since the introduction of the new digital check-in system, I was unaware of this requirement and therefore queued at the desk to check in manually. There was another patient with a lengthy query ahead of me. Once that person had been attended to and I was finally seen, I was informed that the doctor had recorded me as absent and that I would need to complete the online registration form again, which is approximately 15 pages in length. I found this outcome quite frustrating. I understand the new system, and I had only been slightly late after reviewing the practice website, which specifically states "DO NOT CALL TO LET US KNOW YOU ARE RUNNING LATE. We will do our best to accommodate you." I would have anticipated a more accommodating approach to this situation.

Online booking system caused appointment confusion

I have been attending this surgery for nine years and have previously spoken very positively about it. However, my recent experience has left me feeling significantly disappointed. The new online system for booking GP appointments has proven to be problematic. I have been dealing with a long-standing health condition that causes considerable discomfort, even with prescribed medication to help manage it. This has resulted in me needing to take time away from work. I was able to have an in-person appointment with a clinician who was very supportive and arranged for me to have a scan. I received a text message indicating the results were satisfactory. However, there was no further contact, and despite still experiencing significant symptoms, I was advised to book another appointment to discuss next steps—which has proven difficult to arrange. I submitted electronic consultation requests indicating I would receive a response by the end of the day, but this did not happen. After speaking with reception staff, I eventually received a booking link. I booked an appointment with the same clinician I had previously seen. As I was unwell at the time, I needed assistance from someone else to complete the booking. I selected the location, confirmed the clinician, and chose my preferred time slot, then took the day off work to attend. On the day of my appointment, I discovered a voicemail informing me it would be conducted by phone and that I would need to complete another electronic consultation form. I am unclear why this was not made apparent during the booking process, particularly given that a location had been displayed. The reception staff member was very compassionate when they saw how upset I was. I am now considering whether to change to a different surgery for myself and my family, and I am thinking about making a formal complaint. I am struggling with my health continuously. I am also a full-time working parent with additional caring responsibilities. My wellbeing has deteriorated significantly, and I have lost confidence in seeking further support.

Phone queues made booking an appointment difficult

I submitted an e-consult form only to be informed that I would need to telephone and arrange an in-person appointment for the healthcare professional to properly evaluate my concerns. On multiple occasions when I've called, I've found myself positioned far back in the queue, prompting me to ring back at what seemed like quieter times. Today, despite being first in line, I waited for 20 minutes without being answered. After an initial 40-minute wait starting from position 10, I felt compelled to abandon the attempt. It appears that the reception team may benefit from additional staffing to manage incoming calls more effectively, or alternatively, appointments could be scheduled directly through the e-consult system. It has now been three weeks since I initially completed the e-consult form. Update - following my feedback, I received a text message with a booking link to arrange an appointment with a healthcare professional, which resolved the matter promptly.

Reception staff handle difficult patients with grace

I have been attending this practice for quite some time and have witnessed the surgery develop and expand over the years. I have noticed some critical feedback on this review platform and consider some of it to be rather unfair. There have been occasional moments when I have felt dissatisfied with the practice, particularly when I have been unable to access appointments at my preferred time or when the level of service fell slightly short of expectations. However, these instances are infrequent, and the resolutions have consistently resulted in positive outcomes. I believe there is excessive demand placed on medical services when other healthcare options are available for patients to explore. I have awarded five stars because the practice merits this rating, and I would rate it higher if the system allowed. I think the reception team are undervalued, as I have witnessed from the waiting area how some patients make unreasonable demands and behave disrespectfully towards them. Many patients are impatient, irritable and reluctant to take responsibility for managing their own wellbeing. The reception team truly deserve recognition for their efforts. I am satisfied with my practice and appreciate having access to such a dedicated group of professionals providing our care. I am grateful to everyone at the practice.

Long wait times after surgery relocation

The medical professionals at this location have been relocated to another facility. As a resident of the local area, I feel inconvenienced by having to travel to a more distant surgery when there was previously a convenient option within walking distance. I believe the practice should have maintained services at the original location to better serve patients in this part of the community.

Felt genuinely listened to and supported

I attended an appointment following a comprehensive health screening to review and discuss the findings. The clinician demonstrated outstanding professionalism, extensive knowledge and genuine compassion throughout the consultation. A clear and actionable plan was provided for moving forward, and the guidance offered has already had a positive impact on my overall health, physical well-being and mental health. An excellent healthcare experience overall.

Struggled to get appointments when needed

I would not recommend this practice. I am very disappointed and frustrated by the difficulty in obtaining appointments despite making multiple attempts. It appears nearly impossible to see a clinician. Access seems limited to only the most urgent cases. I question the value of continued contributions when the service provided feels inadequate. My last consultation was several months ago, and despite having ongoing health concerns and abnormal test results, I have received no follow-up care. I am concerned about the appropriateness of managing my health issues remotely without a face-to-face assessment.

Phone team got me seen same day

Rang in today feeling unwell, and the receptionist was exceptionally helpful. They asked all the appropriate questions and made a real effort to accommodate me, managing to arrange an appointment for later that same day.

Reception team made a great first impression

As a new patient at the practice, I wasn't sure what to anticipate. However, when I made my initial call, the reception staff were wonderfully warm and supportive, which was genuinely delightful.

Reception staff were genuinely kind and helpful

Excellent practice. The reception team have consistently demonstrated kindness and helpfulness. The clinical staff are courteous and professional, and they always make an effort to explain matters to me in a clear and understandable way. I do feel the surgery would benefit from additional funding, as this could enable it to provide even greater support to patients. I do miss some of the previous clinicians, but the practice continues to maintain a high standard of care with its current team.

Impossible to book an appointment here

It is extremely difficult to secure an appointment at this practice. The process feels nearly impossible, and callbacks do not occur as promised. There appears to be a significant issue with appointment management systems here - whenever I contact the surgery, I find myself far down a queue and suitable slots are rarely available. The team members are pleasant and approachable, though it seems they may be constrained by the current arrangements in place.

Reception staff helpful and thorough care

We moved to this practice following the closure of our previous surgery, and have experienced helpful reception staff alongside thorough and professional clinical care. No healthcare setting is without its challenges, but we have been told by our pharmacist that this practice is among the better GP surgeries in the local area.

Felt genuinely listened to and cared for

Today I had an appointment with a clinician and found them to be an exceptional healthcare professional. They were the first doctor I've encountered who truly listened to my concerns, took time to explain everything clearly, and recognised that I was distressed and experiencing discomfort. They demonstrated genuine compassion and provided reassuring support throughout the consultation. I was particularly impressed by their caring approach and felt they were a real asset to the practice. I was also touched to receive a follow-up call a few hours later to check on my wellbeing and confirm that the guidance provided had been understood.

Long phone wait, couldn't get appointment

I have been trying to book an appointment for the past couple of days and have spent considerable time on hold without success. The reception team indicated that all available slots are currently full. As someone with an urgent healthcare need, I found this experience frustrating and felt that my situation was not treated with the priority I felt it deserved.

Admin team made booking straightforward and kind

The administrative staff at this practice are excellent. They demonstrate helpfulness and kindness in their interactions.

Check in system caused appointment confusion

Make sure to check in at the reception desk when you arrive for your scheduled visit, as failing to do so may result in your appointment being cancelled despite your presence in the waiting area.

Helpful reception staff made all the difference

The clinical team, administrative staff, and reception personnel are wonderful. Everyone demonstrated helpfulness and support. Much appreciated 😊

Receptionist and doctor listened when it mattered

I am so grateful for the help the receptionist and clinical staff member provided me during my recent visit. They gave an amazing response and were incredibly helpful! Thanks so much.

Couldn't book appointment, dismissed my concerns

It is difficult to secure an appointment or obtain a consultation at this practice, and concerns raised do not appear to be adequately addressed. I experienced a health issue and was advised to rest and take over-the-counter pain relief. I felt the guidance was insufficient, so I sought a private consultation at considerable expense. The private practitioner prescribed a different treatment approach, and I believe the outcome would have been less favourable had I followed the initial advice. It feels frustrating to contribute through taxation to a service that does not meet expectations.

Reception staff helped reset my password

Following an appointment today at the local centre, I would like to express how helpful and friendly the reception staff member was. They were very welcoming and whilst I awaited my appointment, they assisted me with resetting my online account details. My whole experience during my appointment with both the clinical trainee and the GP was very positive and thorough. Thank you 😊