Houghton Regis Medical Centre

Caring doctors doing their best with limited appointments

I have no complaints about the medical professionals at this practice. One clinician from the surgery made a significant positive difference to my family's wellbeing. I have consistently received timely appointments and appropriate referrals without difficulty. The shortage of available slots is not something the clinical team can be held responsible for, and they clearly make considerable efforts despite the challenging circumstances they operate within.

Rude staff made me feel like an inconvenience

This practice has significant issues with its service quality and staff conduct. The reception team and clinicians come across as unwelcoming and dismissive. Obtaining an appointment is very difficult, and when one is secured, patients are treated as though they are a burden rather than valued. I would suggest that others consider raising concerns about this practice with the appropriate regulatory body, as it appears to fall short of expected standards.

Receptionists dismissive, appointment slots always unavailable

The reception staff can be quite unwelcoming. It's difficult to secure appointment slots through the booking system. You're instructed to ring at specific times, yet when you do, there's a lengthy queue to get through. By the time someone answers, they often indicate that available slots have already been taken. As someone familiar with NHS operations, I feel this practice would benefit from a review of their appointment scheduling and customer service approach.

Reception staff dismissive and unhelpful with patients

Disappointing. I'm not sure where to begin with my experience at this practice. With the exception of one receptionist who appears to be relatively new to the role, I found the majority of staff members I interacted with to be unhelpful and dismissive towards patients. The overall service quality was poor, with staff seeming unwilling to provide adequate assistance, and I felt that clinical assessments were not conducted with appropriate thoroughness. The clinical staff I encountered displayed behaviour that I found to be unprofessional and concerning. I have several significant concerns about my time at this practice. One receptionist displayed what I perceived as a dismissive attitude towards patients. I experienced instances where calls were disconnected abruptly, and I witnessed what appeared to be inconsistencies regarding appointment information. I also observed interactions where patients, particularly those for whom English was not a first language, were asked to repeat themselves multiple times, and there were occasions where I felt patients' health concerns were not taken seriously. One clinician's approach during my consultation felt physically uncomfortable, and I found their manner dismissive. During a particularly difficult appointment, I felt their response to my distress was inappropriate. I have also heard from family members about their own negative experiences with this clinician. Another clinician's care fell significantly short of what I would expect. Over an extended period, I felt my health concerns were not properly investigated or taken seriously. I was prescribed medication that I did not feel addressed my underlying condition. When I eventually received a diagnosis from hospital specialists, I felt this clinician was reluctant to acknowledge the findings. The delay in proper diagnosis and treatment had serious consequences for my health, requiring surgical intervention. I felt this clinician was dismissive in subsequent interactions and did not demonstrate appropriate engagement during appointments. I cannot recommend this practice. The care I received had a lasting impact on my health and wellbeing. I raised concerns formally but felt these were not adequately addressed. I would encourage others to seek care elsewhere.

Outdated practice with no modern technology

The practice appears to have remained unchanged since decades ago. Telephone consultations are the only option available, and there is no apparent use of modern technology or computer systems.

Receptionist left call unmuted during request

I recently had a disappointing experience while attempting to obtain medical information from the practice. I called to inquire about receiving a printout of my test results, specifically regarding allergy-related information. During the call, which lasted approximately 6 minutes, I was concerned about what appeared to be unprofessional conduct from a member of the reception team. After being asked to hold, the call was not properly placed on hold or provided with hold music, which meant I could hear conversations taking place within the office. I was troubled to overhear what seemed to be inappropriate behavior, with office staff appearing to make light of my request and engaging in activities unrelated to patient care. This included comments that I felt were dismissive of my inquiry. This experience fell short of the professional standards I would expect from a medical practice. Patients should be treated with respect and dignity, particularly when seeking assistance with their healthcare needs. I hope this feedback will encourage the practice to review their telephone protocols and reception procedures to ensure that all patient interactions are handled professionally and courteously in the future. Every patient deserves to be treated with appropriate respect and care.

Reception staff were friendly and helpful

I would highly recommend this practice. The clinical staff are very helpful and provide good care. The reception team are also particularly welcoming and demonstrate friendly, helpful behaviour towards patients.

Reception staff went the extra mile to help

I'm giving the reception team member I spoke with a 5-star rating for their exceptional customer service. I didn't manage to obtain their name, though I believe they may be relatively new to the practice. When the team member was unable to locate my details in the system during my initial contact, they made the effort to search again the following day and subsequently contacted me to arrange my appointment. Throughout my time as a patient at this practice, this represents the most positive interaction I've had with the reception staff. They demonstrated genuine helpfulness and went the extra mile to resolve the matter. I'm very grateful for their assistance.

Couldn't get through on the phone

This practice fell short of my expectations in virtually every aspect of my experience.

Struggling to book an appointment online

Struggled to secure an appointment over a three-day period! What is the process for booking? Phone lines were unresponsive, and the online system showed no availability… very frustrating!

Upsetting appointment left mum distressed and worried

Deeply disappointing experience, my mother was visibly upset leaving her appointment. She felt the clinician was dismissive from the outset, expressing frustration about her arrival despite her checking the waiting area display for her name to be called. She felt spoken down to and questioned why she had attended the surgery rather than seeking emergency care elsewhere, despite the situation not being urgent in nature. The nursing staff member was compassionate and offered reassurance to my mother. She has a follow-up appointment scheduled but is anxious about returning, so I have offered to accompany her while we explore the possibility of registering with an alternative practice. I transferred away from this surgery several years ago due to previous experiences where clinical staff appeared hurried and dismissive. This is regrettable.

Reception staff were dismissive and unhelpful

I genuinely cannot identify any positive aspects of my experience at this practice. I rarely require medical appointments, but following my most recent visit, I have decided not to return and am actively seeking care elsewhere. I recognise that healthcare staff manage demanding workloads and encounter challenging patients regularly. However, I consider myself courteous and considerate, and I do not frequently access these services. Unfortunately, I found the conduct of many staff members, particularly within the reception area and clinical team, to be discourteous and unwelcoming. It has left me questioning their suitability for working in healthcare. I found the overall experience deeply disappointing.

Staff didn't listen or examine properly

This practice has been extremely disappointing. The clinical staff came across as dismissive and appeared indifferent to patient concerns. I felt unheard during my visits and the care provided seemed inadequate. My young child has been experiencing a persistent cough for an extended period. Despite attending appointments on multiple occasions, the response was limited to a single medication without what I felt was thorough assessment. My child does not have a diagnosed respiratory condition, yet I remain worried that the lack of proper investigation and management could lead to future complications.

Reception staff ignored patient booking request

This practice has significant issues with patient service. The reception team appears dismissive of patients' needs and seems reluctant to provide assistance. When I required help arranging transport to a hospital appointment for a scan, I was asked to wait while staff took calls, and despite hearing calls end, I remained unattended. The service does not appear to improve, suggesting feedback may not be acted upon.

Long wait times and poor communication

I had a disappointing experience with this general practice.

Reception staff were dismissive and unhelpful throughout

I would not recommend this practice to others. The reception staff come across as unwelcoming and seem to overstep their role. When appointments are eventually secured, the clinical experience is disappointing. The clinician does not maintain good eye contact during consultations and appears distracted by personal phone use during appointments. There are also concerns about the management of repeat prescription dates, which sometimes appear to be altered or missed. If I were new to the area, I would seek care elsewhere. Raising concerns with management has not resulted in any meaningful changes. When attempting to discuss or clarify issues, the response has been dismissive, with feedback suggesting that raising concerns is perceived negatively. The overall approach to patient interaction, particularly with older patients, falls short of what would be considered respectful care.

Couldn't get an appointment for months

I have been attempting to secure an appointment over the past year, however I have frequently encountered difficulties as the practice has consistently indicated that their schedule is at capacity.

Reception staff were unhelpful when booking appointments

The reception team's approach felt unwelcoming and unhelpful, and the practice appears to be accepting new patients without adequate resources to support them properly. It seems possible they may be prioritising patient numbers over capacity to deliver care. I have made several calls regarding urgent matters without being offered an appointment. As a taxpayer, I find it frustrating that I am unable to access fundamental healthcare services when needed. The local area appears to lack sufficient service provision, which is concerning and troubling.

Appointments only available if you escalate

The reception team frequently claims that no appointments are available, making it difficult to secure a booking. Appointments only seem to materialise when requesting to speak with management. This pattern has persisted for an extended period, which is why I felt compelled to share this experience publicly. When attempting to discuss concerns over the phone, calls have been disconnected. It seems contradictory that the practice remains operational when appointment availability appears so limited.

Reception staff were friendly and helpful

I would strongly suggest this practice to others. The clinical staff member was extremely supportive and demonstrated excellent care. The reception team were equally accommodating, displaying warmth and helpfulness in their interactions. I have consistently been able to secure urgent appointment slots when needed.