Idle Medical Centre

Missed callback due to noisy workplace

I don't believe the practice fully appreciates that many patients are employed and working, which makes callback systems challenging. If you're in a loud workplace, it's easy to miss a call when they ring back, and you end up losing your appointment slot.

Felt unheard during appointment with little sympathy

I had a disappointing experience with one particular clinician at this practice. I felt there was a lack of professionalism and genuine engagement during my consultation, despite having significant health concerns. While the receptionist was pleasant and helpful over the phone, I found the clinical interaction fell short of the compassion and attentiveness I would expect from a healthcare professional in this role. The other staff members at the practice have been satisfactory, but this particular clinician's approach did not meet my expectations for patient care.

Long waits and repeated calls to reach the practice

I experienced a significant delay in receiving a callback regarding some test results that required clarification. When I initially contacted the practice to arrange a consultation, I was informed the wait would be approximately 48 hours. However, once that timeframe had elapsed without contact, I called back only to be told the actual waiting period was 72 hours. This extended delay felt unnecessarily long compared to what might be experienced in an emergency department setting. I found myself making numerous call attempts before successfully getting through to book an appointment—approximately 75 attempts over a 20-minute window during morning hours. Online booking options appear unavailable, with no appointments showing as accessible through that method. The practice's website information also appears outdated, and while it references a positive rating, this assessment dates back several years and may not reflect current service levels. Since the pandemic, face-to-face appointments have become difficult to access, and telephone interactions have been inconsistent in quality. I do want to acknowledge that the nursing and reception staff have been helpful and professional; I recognise they likely bear the brunt of patient frustration given the accessibility challenges. I have concerns about patients who are less digitally confident, particularly regarding the difficulty in requesting prescriptions by phone. The practice might benefit from implementing separate telephone lines for different services—such as dedicated lines for prescription requests, results enquiries, and appointment bookings—rather than routing all calls through a single line. The stress of navigating this process has been considerable. I'm also curious why the practice's public ratings have not been updated since the earlier assessment, and whether this reflects changes in service delivery standards.

Reception staff were dismissive and unhelpful

The reception staff can be dismissive towards younger patients and parents, often speaking in a condescending manner. They frequently sound impatient when answering calls. Rather than providing the supportive service they should offer, their approach leaves you feeling undervalued. If they are unable to perform their role effectively, they may need to consider alternative employment.

Prompt appointments and caring staff made all the difference

Excellent team at the front desk and clinical staff. My family members have consistently received timely appointments whenever they've needed care. The administrative team demonstrates helpfulness and understanding, while the clinical practitioners provide comprehensive and compassionate treatment. Much appreciated for the attentive care provided to our family!

Reception staff were friendly and professional

My time at the medical centre has been very positive. I have been managing an ongoing health matter, and throughout this process I have been treated with courtesy and compassion. The front desk team have been outstanding, displaying both warmth and professionalism. The clinical team have similarly provided excellent care, offering comprehensive information that has helped me feel confident and supported.

Felt listened to during my appointment

Had an appointment today with a clinician who was absolutely fantastic. They demonstrated patience and professionalism, and genuinely listened to my concerns. Other healthcare professionals at this practice could benefit from following their example.

Helpful staff managing challenging circumstances well

The standard of care provided recently has been commendable, with appreciation extended to the entire team managing their responsibilities under challenging conditions.

Receptionist took time to listen and help

I recently had a pleasant phone interaction with a member of the reception team. Unlike some previous calls where I've felt rushed due to staff being busy, this time the person I spoke with was genuinely kind, patient, and went out of their way to help me. It was a really positive experience😊

Phlebotomist made blood test less daunting

I had a blood test today, which is something I find quite anxiety-inducing, particularly given how often I need to have them done. The nursing staff member was absolutely wonderful and really helped to calm my nerves. They were very skilled at the procedure, resulting in minimal bruising, which hasn't always been my experience in the past. I was genuinely grateful for how reassuring and professional they were, as it made a real difference to my overall experience and helped prevent me from becoming distressed.

Reception staff made me feel genuinely cared for

Having had occasion to contact the medical centre on several occasions recently, I feel compelled to praise the reception team. They demonstrate genuine care, maintain professionalism, and consistently go the extra mile to help. I spoke with a member of the reception staff today who was an absolute credit to the practice. This is particularly important given that receptionists are often patients' first point of contact. I have also been fortunate to receive treatment from a clinician at the practice.

Felt unheard during shoulder injury appointment

In my experience, the clinician displayed an attitude that made me feel unheard and dismissed. When discussing my shoulder injury, the explanation provided using an inanimate object analogy felt inappropriate and failed to acknowledge the significant difference between mechanical wear and the pain I was experiencing. I felt that my concerns were not properly considered, and I would have appreciated a more attentive approach to understanding my specific needs rather than a superficial acknowledgment before moving on to the next matter.

Appointment access remains extremely difficult

The service has been disappointing. Obtaining an appointment has become increasingly challenging, particularly since the pandemic, and it is no longer possible to request a specific clinician—instead, availability is determined by reception staff. There have been instances where prescriptions have arrived incomplete. The level of support available has diminished significantly. Despite making multiple attempts to communicate concerns through email and written correspondence, these have not received responses. Given the seriousness of the health matters involved, this lack of engagement has been frustrating. As a result, I have made the decision to change practices and have also raised a complaint with the NHS complaints procedure.

Friendly staff who really listened to me

Excellent healthcare provider with a professional approach and welcoming team members who are pleasant to communicate with.

Clean surgery with friendly reception staff

The practice maintains high standards of cleanliness, and the team members are consistently pleasant and welcoming.

Scan results weren't properly reviewed beforehand

I had concerns about the quality of care I received. I would recommend that if you attend for imaging procedures, it would be helpful to ensure that relevant medical records are reviewed beforehand.

Friendly GP who actually takes time to listen

The clinician at this practice is nothing short of brilliant. My family and I have experienced various health challenges, and the doctor has proven to be friendly, understanding, and knowledgeable. They consistently make time to listen and are always willing to help. An utterly professional healthcare provider.

Rushed appointments leave little time for listening

I feel that the focus seems to be on processing patients efficiently rather than taking time to understand individual concerns. Over the past decade, I have encountered only one healthcare professional who appeared genuinely interested in understanding my situation and working towards a resolution. I find the experience of contacting this practice for assistance quite frustrating and would prefer to manage difficulties independently.

Friendly staff made me feel welcome

An excellent healthcare facility with welcoming team members and highly competent clinicians.

Staff were friendly and helpful throughout

The team here are welcoming and supportive, and the practice has made considerable progress and enhancements during recent times.