Greystoke Surgery

Receptionist helped me understand the online system

I've been a patient at this practice for many years since childhood. The service throughout the organisation is excellent. The receptionist I spoke with today was particularly helpful and guided me through the online appointment request process step by step. I found the experience straightforward. The clinical staff consistently respond promptly to patient requests. I'm very satisfied with the NHS care provided.

Helped me rebuild confidence after difficult time

I feel compelled to share a review for Greystoke Surgery. The care I have received has been absolutely wonderful. I went through a significant life change involving my employment due to health reasons. After many years in my previous role, I experienced a period of low mood. The clinical team has supported me not only with my physical health concerns but also provided valuable mental health support. At this stage of my life, I am now pursuing a new venture and feel optimistic about embarking on this fresh direction. I am genuinely grateful for the comprehensive care I have received over the past year. Although I continue to manage some ongoing health matters, it has meant a great deal to me that the practice has invested time in helping me regain my wellbeing and confidence. Best wishes to the entire team and looking forward to what lies ahead. 😊

Online-only booking system excludes vulnerable patients

The transition to an exclusively digital appointment booking system raises significant concerns about accessibility and inclusivity. The approach appears to have been designed without adequate consideration for those without reliable internet access or mobile connectivity, and many older patients may find digital systems challenging to navigate. As someone working in technology, I regularly encounter situations where modern systems fail to function as intended. It seems problematic for a medical practice to rely solely on such technology, particularly given that many elderly and vulnerable patients may struggle with digital tools. While the previous telephone-based system had its limitations—requiring calls at a specific time each morning—moving entirely to online booking has created different barriers rather than solving the original problem. Reports of patients being unable to access appointments through traditional means and being directed solely toward digital alternatives suggest the current approach may not be serving all patients effectively. A more balanced solution might involve promoting the digital booking option as the primary method, which could reduce peak-time call volumes and reception workload, while maintaining alternative appointment booking methods for those unable to access online systems or lacking digital skills. This would allow the majority of patients to benefit from the convenience of digital booking while ensuring no one is excluded from accessing care. It is encouraging to note that some neighbouring practices have adopted similar digital systems but subsequently reintroduced telephone booking options. It would be hoped that this practice might consider a comparable adjustment to better serve its entire patient population.

Friendly staff but booking system is frustrating

The clinical staff are genuinely pleasant, however the appointment booking system is extremely difficult to navigate. Additionally, there have been instances where callbacks were promised but did not materialise, which has been quite frustrating and has resulted in difficulty securing appointments.

Receptionist and doctor both really helpful

Excellent assistance from the reception team and outstanding care provided by the clinical staff.

Always helpful and straightforward to deal with

The practice has been excellent, with no problems encountered, and the staff have consistently been very supportive.

Appointment system makes seeing a doctor harder

I'm concerned that the current appointment system may not be working as effectively as intended. Accessing appointments and seeing a healthcare professional has become increasingly challenging. Additionally, when a clinician recommends blood tests during a consultation, patients must leave and separately arrange a separate appointment for this, which can involve waiting periods of several weeks rather than having the test completed during the same visit. While I understand this approach is intended to optimise clinician availability, it doesn't seem to support patient recovery efficiently. I observed an older couple being directed to book appointments online at reception, and they found the process confusing due to limited familiarity with digital systems. Not all patients are comfortable with automated booking methods. Having the option to speak with a receptionist who can assist with appointment scheduling remains valuable and, for many people, genuinely necessary.

Easy to book appointments when needed

Absolutely the best medical practice around. Never had a problem getting an appointment when needed. Great staff. Just been in to give some blood and the staff member was brilliant. A lovely, friendly person. Thank you to the practice and the staff member.

Impossible to book an appointment by phone

This practice operates a challenging appointment booking system. Patients are required to call at 8:00 a.m., though at that time callers only reach an automated message. I have been sent correspondence requesting that I arrange an appointment, yet I have been unable to successfully connect with the surgery to do so. This approach to scheduling feels inefficient and frustrating.

Responsive staff who listen and follow up

Excellent practice with a friendly and professional team. They consistently respond promptly to patient enquiries. I'm very grateful for the care received and would highly recommend them.

Impossible to reach by phone when you need help

I'm rating this practice poorly because of repeated difficulties getting through when I've called. Today I spent considerable time trying to reach someone, and when they finally answered, I was told that appointments can only be booked during a specific morning window. I had already attempted to call during that time. I was advised to try calling again the following day, but I'm concerned this will result in the same problem. This has happened consistently. I'm experiencing significant discomfort and don't believe my situation qualifies as an emergency, yet I feel stuck without support. I'm disappointed with how this system operates and believe other patients have had similar experiences. The overall approach feels inadequate and frustrating.

Practice listens and takes time with patients

I have consistently experienced high-quality care at this practice and frequently suggest it to people I know.

Receptionist won't answer the phone

The practice has been disappointing overall. The reception staff have been unhelpful and difficult to reach, making it challenging to get through when needed. Additionally, there have been concerns about the appropriateness of prescribed medications.

Friendly staff but frustrating phone and admin systems

I recently switched to this practice from my previous one and I have found the clinical team to be considerably more approachable than before. They demonstrate genuine warmth and appear invested in understanding patients' concerns and providing appropriate care. However, there are some administrative aspects that fall short of expectations. The telephone system lacks a queuing mechanism, which means callers are disconnected during busy periods and must repeatedly attempt to reconnect, resulting in frustration from hearing the same recorded message multiple times over a 15-minute period. Additionally, the prescription request line does not allow direct conversation with staff; messages must be left without any confirmation of receipt or processing. When I contacted the practice to clarify this process, the response felt dismissive, with repeated suggestions to use the prescription line despite my explaining that this option does not permit speaking with anyone. After persistence, assistance was eventually provided. I am also dissatisfied with the charges for written correspondence regarding medical information. The practice requests between £20-£30 depending on the level of detail required, which I consider excessive compared to my previous provider's fee of £10. These administrative shortcomings have significantly diminished my overall impression of the practice.

Thorough care from a friendly practice team

Excellent surgery with a comprehensive approach, courteous staff and a pleasant atmosphere throughout!

Prescription orders not processed in time

The prescription service feels inadequate. I called early in the week to request a refill when my supply was running low, and went to collect it several days later only to find it hadn't been processed. When I contacted the surgery to follow up, I was told it wouldn't be ready until late in the evening, forcing me to make an additional trip. It's frustrating that the request couldn't be handled promptly over the phone when I first made contact. I feel the service fell short of what should be expected, and I'm quite disappointed with how this was managed.

Staff were polite and helpful throughout

Much like most medical practices, it's not somewhere you'd choose to visit. However, the team members are courteous and the clinicians are competent.

Friendly reception made me feel welcome

The practice provided a welcoming and warm atmosphere. The clinical staff were lovely, friendly, and inviting.