Guidepost Medical Group

Frustrating dismissal of my medical records

I have experienced ongoing disagreement regarding my medication history, with repeated assertions that I am not taking certain medications that I believe I have been on for an extended period. Additionally, I was informed that I was not eligible for a particular vaccination, despite having documentation that suggested otherwise. Based on these interactions, I do not feel I made a positive choice in selecting this healthcare provider.

Prescription error left me without pain relief

The prescription handling process appears to need improvement, as some necessary medications that were documented in hospital correspondence were not included, resulting in discomfort over an extended period. This experience has prompted consideration of formal feedback to relevant authorities. The overall service received fell short of expectations compared to other practices in the area.

Friendly staff working within tough constraints

Competent in their role given the limitations they operate within. The team demonstrated a welcoming and supportive approach.

Online booking system makes appointments impossible

I wonder if those who left one star reviews because they struggled to book appointments when calling the surgery now recognise that period as relatively straightforward compared to the current situation. The online consultation system appears to have significant limitations. At the time of writing this review, I have been attempting to arrange a doctor's appointment for five months without success. It is unclear whether adequate medical staff are available on site. If they are present, many seem to be working remotely, with telephone consultations being the predominant method of contact. I have had telephone appointments with a physiotherapist, and I find it difficult to understand how a physical assessment of my right leg's deteriorating condition can be properly evaluated through a voice conversation alone. I maintain respect for the staff members, as they are navigating a particularly demanding environment with considerable pressures. However, the online system appears to have fundamental issues that are not functioning effectively. Patients are required to provide extensive written information regarding personal habits each time they use the platform, which makes the process unnecessarily time-consuming. This information presumably needs to be reviewed by someone on each occasion, which does not appear to be an efficient use of resources. Frequently, the outcome of an online consultation is that an in-person appointment with a doctor is necessary, requiring patients to submit another online consultation, creating a repetitive cycle.

Practice opening hours don't suit my schedule

Don't visit if you're looking for extended opening hours 🤷🏼‍♀️

Online only consultations leaving you without proper support

I am unable to reach anyone at the practice by phone and can only communicate through online channels. I have been experiencing significant shoulder discomfort for a week. After submitting an online consultation, I was advised to visit the pharmacy for over-the-counter pain relief, but this has not resolved my symptoms and I remain in considerable pain with limited mobility and sleep disruption. I attended a walk-in centre, where staff sent feedback to my practice indicating I may have a nerve-related issue. I submitted another online consultation to my GP after a week of ongoing severe pain. During an appointment with a clinical practitioner, I was told that pain medication would be sent to my pharmacy, as I was quite distressed at that point. However, I received a subsequent call informing me that this request had been declined and I should continue with pharmacy-available painkillers and allow time for natural recovery, which could potentially take several months. I find it difficult to understand how patients are expected to manage such significant pain with limited options. I felt that my request for appropriate pain management was not adequately addressed, and I am now questioning whether to seek care elsewhere.

Online form got a quick response

I'm new to this practice but I used the online consultation form and received a prompt response. The mental health support staff member was incredibly helpful and supportive throughout. The reception team were also very friendly and welcoming. This has been the best experience I've had at a GP practice!

Online booking system made appointment impossible

The clinical team and support staff have been excellent, and the overall experience has been very positive until recently. However, the new online appointment system presents significant concerns. The system appears to exclude a substantial portion of the patient population, particularly older individuals who lack digital access or confidence. Even for those able to use it, the process is frustratingly time-consuming and difficult to navigate. After multiple attempts spanning considerable time, the system continued to indicate that appointments were unavailable, making it impossible to complete a booking. In order to progress through the system, it felt necessary to provide inconsistent information, yet even this did not result in securing an appointment. The experience suggests the system may be functioning as a barrier to accessing care rather than facilitating it. There is concern that this approach could have serious consequences for vulnerable patients and may place additional strain on hospital services. The implementation of this system is deeply disappointing, and questions remain about the decision-making process behind its introduction.

Medication stopped without explanation or discussion

Medication was discontinued without explanation and I'm unable to discuss this concern with anyone due to changes in how the practice handles contact requests. I now face a significant wait before I can speak to someone about this matter. Very disappointed with this experience.

Long phone queue wait times frustrating

I waited on the telephone for over an hour and remained first in the queue throughout. The wait time was considerably longer than expected and there is certainly room for improvement in this area.

Repeated cancellations left me without mental health support

I have been struggling significantly with my mental health and have found it very difficult to access the care I need. My recent appointments have been cancelled and rescheduled multiple times, which has been frustrating and concerning given the urgency of my situation. The repeated delays in receiving support have added to my distress during an already challenging time.

Can't get through on the phone lines

The service fell significantly short of expectations. The practice operates with limited availability, making it extremely difficult to reach the surgery by telephone and securing an appointment proves nearly impossible. I cannot recommend this practice.

Welcomed back after many years away

Recently had to visit the medical practice after 16 years. The care, respect and support provided was excellent throughout my visit. The reception team, clinical staff and healthcare professionals all demonstrated a high standard of service. I am very grateful for the attention I received. Many thanks to everyone involved. 👍👍👍👍

Staff treated me with genuine care

Excellent practice, the clinical and administrative team members have a very challenging role. On each occasion I have received considerate and compassionate care. There is a significant shortage of healthcare professionals and funding constraints within the NHS are evident. People should understand these pressures and show appreciation for the efforts being made. Thank you to all the staff at the practice! I have been a patient for many years and would strongly recommend the standard of care provided.

Discharge notes delayed, medication access failed

Frustrating experience when a family member was discharged from hospital with only a week's supply of medication. The practice indicated they had not received the discharge documentation initially, though the pharmacy obtained copies but was unable to dispense the required medications for several days during this period.

Long wait but shorter than last time

As is typical, I experienced a wait before being seen, though on this occasion the delay was relatively brief compared to my last appointment when the wait was considerably longer.

Long phone waits, no appointments available

Absolutely the poorest experience I've had at this practice. I'm puzzled as to why they operate in this manner. I encountered lengthy wait times when calling at opening time, only to be informed that appointments were unavailable. This situation repeated itself over several consecutive occasions.

Long wait and prescription not submitted

Attended an early morning appointment and saw a healthcare professional regarding a prescription request. Following the appointment, there were significant delays in processing, with multiple follow-up calls made over several hours before the prescription was eventually submitted. Very disappointing experience.

Impossible to book an appointment with a doctor

I can only rate this as 1 star since I cannot give a lower score. Obtaining an appointment is extremely difficult, as the only available slots appear to be with trainee staff rather than experienced practitioners.

Staff were pleasant and genuinely helpful

Throughout my time with the practice, I have had nothing but positive experiences. The team has consistently been friendly and welcoming, and my relative's healthcare provider has demonstrated exceptional dedication to their care.