Houghton Regis Medical Centre

Reception helpful, but clinician was dismissive

I recently had my initial contact with Houghton Regis Medical Centre. I am currently in the process of registering with this surgery and am awaiting my new patient appointment. In the meantime, I required a repeat prescription and submitted a request to the practice. The receptionist who responded to my call was absolutely delightful to speak with. Despite the brevity of our interaction, she was efficient, courteous, exceptionally warm, and provided me with a very positive first impression. The clinician who subsequently called me approximately an hour later presented a contrasting experience. Within moments of beginning our conversation, they appeared to become frustrated when I was attempting to provide a postcode for my prescription delivery location. Following this point, the interaction became rather tense and disappointing. I felt I was being addressed in a dismissive and condescending manner, as though I were being treated unfairly or unreasonably. Overall, my initial experience with a clinical staff member from this practice was unpleasant and uncomfortable. This is not something I would anticipate or accept from a healthcare professional. Ultimately, I accepted my prescription being sent to a pharmacy that was not my preferred choice, as it appeared the matter was becoming burdensome. I will not elaborate further on the comments I received regarding the default pharmacy location that appears on my online patient portal, which I have no recollection of setting up. This was particularly disappointing.

Reception staff were dismissive and disrespectful

I had a very negative experience during my visit. I arrived seeking assistance and left feeling upset and distressed. I was shocked by the manner in which I was spoken to and felt I was not treated with the respect I expected to receive. The interaction felt unprofessional and inappropriate for a healthcare setting. I would be reluctant to return to this practice unless I could be certain of receiving care from a different clinician.

Dismissive attitude during blood tests and impossible appointment access

I felt the healthcare professional lacked compassion during a procedure I was anxious about, and their behaviour came across as dismissive rather than supportive. This was disappointing given the expectation of care and professionalism in this role. Accessing appointments has proven to be quite challenging. Calling at opening time often results in lengthy waits, only to find that available slots have already been allocated. On occasion, the phone line has disconnected before reaching the end of the queue.

Booking system failed and contact details not updated

This surgery has been a disappointing experience for me. The appointment booking system is problematic, and I found the reception staff to be unhelpful and discourteous during my interactions. I called to provide an updated contact number for the practice to use, but this information was not properly recorded or communicated. Subsequently, the surgery attempted to reach me on the previous number, which was unsuccessful. I find it concerning that reception staff appear to lack empathy and compassion in their approach to patients. The manner in which I was treated felt dismissive and disrespectful. When I requested further details about the staff member I had spoken with, I was met with a refusal and a defensive response. I believe patients deserve to be treated with dignity and respect, and I did not feel this was the case during my contact with the surgery.

Phone queue system makes booking nearly impossible

The appointment booking system at this practice is extremely frustrating. In-person bookings at the surgery are not available, and all appointments must be arranged by telephone instead. When calling at the designated time, there is consistently a lengthy queue, with wait times appearing to be around 30 positions deep. My mother required a medical note from the doctor following a recent procedure approximately seven weeks ago, which she needs to provide to her employer. She has attempted to book an appointment by phone on four separate occasions, but each time she has found herself far back in the queue. By the time she reaches the front of the queue, all available appointments have already been allocated. This situation has resulted in mounting phone charges while waiting on hold, and she now faces the possibility of losing income from her employer due to being unable to obtain the necessary documentation in a timely manner.

Reception staff could be more courteous

I find it distressing when certain staff members answer the telephone, as they can come across as quite discourteous.

Reception staff were unhelpful and dismissive

Disappointing medical practice with significant booking limitations. Advance appointments are not available, and same-day slots are difficult to secure. The reception team's manner was unwelcoming. This facility would be best avoided.

Impossible to get through on the phone

It's extremely difficult to secure an appointment at this practice. When attempting to book, the phone lines are consistently busy during the initial calling window, and once you do get through, you find yourself in a lengthy queue with many callers ahead of you. After waiting for an extended period, you're typically informed that no availability exists. The overall experience is frustrating and feels inadequate.

Reception staff were inconsistent and unhelpful

The reception team has a mix of staff members with varying levels of professionalism. I recently called to confirm an appointment for a family member, and the interaction felt unwelcoming. The staff member I spoke with displayed what I perceived as dismissive behaviour. I believe the practice would benefit from reviewing customer service standards among reception staff, as some interactions lack the courtesy and respect that patients deserve. Better training or different approaches to handling calls might improve the overall experience for those contacting the surgery.

Receptionist unhelpful and appointments hard to book

Difficulty obtaining an appointment slots, and the reception staff interaction was unpleasant.

Long waits and unwelcoming reception staff

Appointment availability is limited, with waits of at least half an hour to secure a slot. The reception staff could be more courteous in their interactions with patients.

Reception staff were dismissive and unhelpful

I have had a very negative experience at this practice. The reception team came across as dismissive, rushed, and lacking in professionalism. The appointment booking process felt unnecessarily complicated and frustrating. There appeared to be no consideration for patients who may have difficulty with the language used, and the approach to mental health support fell significantly short of what I would expect. The clinical staff also seemed to lack interpersonal skills and warmth in their interactions.

Couldn't book appointment after long phone wait

Disappointing experience with appointment availability. The practice does not offer next-day or same-day afternoon slots. I spent considerable time on the phone only to be told there were no options available and was advised to call back at a later time to attempt booking again.

Reception staff could improve their patient communication skills

My experience at the GP has been great apart from interactions with one particular receptionist. I found their manner to be quite abrupt and felt their communication style lacked the sensitivity needed when dealing with patients. Drawing on my own background working in reception at GP surgeries, including in a management capacity, I felt their approach fell short of the standard I would expect in a patient-facing role. I believe their interpersonal skills could benefit from improvement, and I would suggest they might be better suited to a position that doesn't involve direct patient contact.

Reception made booking an appointment difficult

The reception team was unhelpful and made it difficult to book an appointment by telephone. They appeared indifferent to patient concerns. This was very disappointing.

Reception staff were unhelpful and dismissive throughout

I departed from this practice approximately eighteen months into my time as a patient, around a month and a half ago. I have several concerns I would like to address. - I felt the clinical approach lacked sufficient empathy and did not align with the standards promoted by the practice. - The care I received did not appear to meet the level of service advertised on the practice's credentials. - I was prescribed a commonly used medication for gastrointestinal symptoms without what I felt was adequate investigation into the underlying cause of my discomfort. Given my family medical history, I believe a more thorough diagnostic approach would have been appropriate. - During another visit with a different clinician, I received advice that I felt was not suited to my presenting symptoms, and my medication was adjusted significantly. My subsequent healthcare provider has since explored alternative diagnostic possibilities. This inconsistency has been concerning to me. - My partner experienced difficulties accessing care, having rearranged multiple appointments without successfully completing an initial consultation, despite making genuine efforts to attend. - I was charged a fee for a clinical letter, whereas I have since received similar documentation at no cost elsewhere. - Overall, I felt unheard throughout much of my time at the practice and found the experience frustrating. The administrative team interactions also left me feeling unsupported.

Careless measurements and poor communication standards

I'm uncertain whether these reviews are actually reviewed or given consideration, but I feel compelled to share my concerns regardless. The standard of clinical care provided at this practice is troubling to me. When I brought my son in for registration, during his height assessment the clinician failed to ensure he removed his footwear, which resulted in a measurement that was approximately 10 centimetres higher than his actual height. My sense was that there appeared to be little attention paid to the accuracy of the procedure being carried out. More than a year previously, when I required a sample collection for testing, the practice retained the specimen for an extended period, rendering it unsuitable for analysis. I was not informed of this issue by the practice staff, nor was I asked to provide another sample. I only became aware that the test had not been viable through my patient portal, as the practice did not make contact with me to notify me of the outcome. I have formed the view that the practice appears increasingly indifferent to their responsibilities, including the execution of routine clinical procedures.

Long phone queues and dismissive reception staff

This clinic has not met my expectations. I felt that staff were not particularly welcoming during my visits, and I sensed that my attendance was viewed as inconvenient. When attempting to book an appointment, I was informed of specific calling times that I needed to adhere to. Upon calling during the designated window, I found myself in a lengthy queue. After waiting considerably, I was informed that despite the urgent nature of my situation, no appointments were available and I was advised to contact the practice again at a later date. This approach seemed unlikely to resolve the issue. Based on my experience, I would suggest considering alternative healthcare providers, as this has been a disappointing encounter with NHS services.

Reception staff ignored patients until ready to speak

This medical centre has significant operational challenges. The clinical and administrative teams appear stretched, with inconsistent service standards across different departments. Administrative staff interactions have been variable, ranging from helpful to dismissive, with some patients experiencing delays before being acknowledged. The clinical consultation I received was brief and felt dismissive of my concerns. The consulting environment was disorganised with visible clutter. Additionally, there were unexplained changes made to established prescriptions without adequate discussion. Overall, accountability for these issues appears lacking, and this reflects my personal experience at the facility.

Unhelpful staff made it hard to get through

I would rate this practice much lower if possible, as I found the team to be unhelpful and difficult to communicate with.