Island Health

Reception staff need to be trained

This is the second negative encounter I have had when calling the surgery. Kiera definitely needs training on how to speak to people when they call in a vulnerable position. Today, I needed urgent medication for my son and requested help using the new system. I had refusal and lack of explanation. When I requested more help I was threatened with the call being terminated. I was unable to complete my full request. When the call was supposed to be terminated it wasn’t and I could her the lady talking about me. Completely unprofessional behaviour that needs to be corrected. On this occasion, I warned them that I was recording and they continued. I wonder if they can use my recording for training purposes.

Terrible service at walk-in clinic

This establishment is completely useless. All they do is simply reference the NHS website for information.

Souljah Helped Me, But System's a Mess

The staff, particularly Souljah, were supportive and assisted me effectively during a critical moment. Nevertheless, I feel compelled to modify my initial assessment. It's disheartening to witness the deterioration of this service over time. Obtaining medical assistance has become increasingly challenging and frustrating. Their website is a convoluted, poorly designed system that seems intentionally structured to discourage patients, featuring lengthy, complex forms and confusing navigation links. This approach disproportionately disadvantages older individuals or those less comfortable with technology, who previously could manage these processes through more straightforward communication channels like telephone or email. In summary, the overall experience is deeply disappointing.

Caring Doctors Made My Day

A huge thank you to Dr Ayhan Mustafa, Dr Rachel Sonley, Dr Samuel Pearce, and receptionist Souljah! What an incredible team of compassionate professionals who consistently demonstrate kindness, support, and understanding. I am truly grateful for your exceptional and outstanding care!

Endless Runaround at Island Medical Health

I am utterly let down by the subpar service at Island Medical Health. I initiated an e-consult about a health concern on 15th August. They subsequently requested further details, which I supplied on 18th August, followed by a voicemail instructing me to contact the GP. Upon calling on 20th August, I was informed that the doctors needed to schedule an appointment, but no slots were available that week and I was advised to retry the following week. When I reached out again on 28th August and detailed my situation, the staff insisted I submit an entirely new e-consult — as though the previous one had vanished into thin air. By this point, I had received absolutely no response or resolution to my original inquiry. This has been an incredibly exasperating and completely ineffective experience, and I feel strongly that patient concerns and time are being blatantly disregarded. I will also be formally reporting this incident to the CQC.

Worst Healthcare Experience Ever

One star, and I'd give zero if I could. The exhaustion of navigating this medical practice is overwhelming; earlier this year, I endured a two-month wait just to obtain a prescription. Today, they abruptly terminated my e-consult without any explanation, leaving me with no choice but to restart the entire bureaucratic process from scratch. It seems every single protocol they've implemented is purposefully constructed to obstruct patients from accessing the healthcare they desperately need.

Impossible to Book a Simple Appointment

Securing a medical consultation at this practice is utterly frustrating. They abandoned phone scheduling in favor of an online system that initially seemed promising. Yet, after completing their digital questionnaire, I was inexplicably instructed to telephone the center. Upon calling, the receptionist simply redirected me back to the web platform, with a potential waiting period of two business days - during which my health condition could dramatically change. Their entire approach appears designed to discourage patient access, effectively creating barriers to receiving medical care. The practice seems more interested in avoiding patient interactions than providing healthcare support. I strongly advise anyone seeking medical treatment to explore alternative GP services that actually prioritize patient needs.

Frustrating Customer Service Nightmare

Stuck on hold for nearly 60 minutes, and I'm still left without any resolution whatsoever!

Frustrating medical center with terrible communication

The ongoing situation at this medical facility is deeply disheartening. Their operational framework seems perpetually shifting to benefit themselves, with little regard for patient care or medical necessities. One cannot help but wonder how patients can trust physicians when the entire system appears fundamentally broken. The reception staff demonstrate a shocking lack of professionalism, leaving patients to navigate a labyrinthine process of obtaining their own results, forcing them to sign disclaimers and confront potentially abnormal findings. Moreover, accessing critical medical information requires an e-consultation, which is seemingly designed to be deliberately inaccessible. The management appears equally dysfunctional, with Michelle, the manager, conspicuously absent until conflicts arise, raising serious questions about the center's daily functionality. One can only hope that when this deeply flawed system ultimately collapses, a responsible entity will intervene and establish a medical center truly committed to patient welfare, where healthcare professionals prioritize patient experience and medical needs over bureaucratic procedures and financial gain.

Awful phone support at Island Health

Completely unacceptable customer service from the representative who was utterly unhelpful. I wish I had caught his name so I could file a formal grievance. Not that I expect anything would change. It seems like they intentionally provide such poor assistance to discourage customers from continuing to seek support or remain with the organization. My experience with Island Health has been incredibly frustrating and disheartening.

Vaccine Chaos Ruined My Crucial Health Appointment

I had a vaccine appointment initially set up by a nurse, but reception called weeks later to cancel and reschedule. They then called again within minutes, cancelling and rebooking once more. The appointment window was specified between x.20 and y.20, and I arrived at x.22. However, the machine claimed I had missed the slot! The receptionist stated the person administering the injection had departed because I was 9 minutes late, with only a 5-minute grace period. This explanation was inaccurate, as I was merely 2 minutes past the earliest suggested arrival time. I was informed no alternative staff could provide the vaccination, and the rebooking options were incompatible with my work schedule. I'm deeply disappointed, as this practice was once considered the best on the island. This vaccination isn't for travel—it's critical due to my serious health condition. If you're considering registering with a GP, I strongly advise against choosing this one.

Quick shot with awesome Billy

I received my vaccination today and was fortunate to have Billy as my healthcare provider. He was absolutely fantastic!

Impossible to Get a Doctor's Appointment

Throughout my entire three-year residence, I consistently struggled to secure an appointment with a general practitioner.

Friendly Staff Helped Me Feel Better

Nursing staff extremely welcoming, medical professionals very supportive and kind

Terrible wait time and zero customer care

The service quality is extremely disappointing, and it's clear they have no genuine concern for patient issues. I attempted to contact them via phone and was left waiting for more than half an hour, with no representative ever answering. The administrative team demonstrates a complete lack of professionalism, consistently delivering cold, mechanical replies instead of showing basic courtesy.

Pharmacy Messed Up My Meds Again

Awful experience. I'm extremely sick. My medications are consistently incorrect. After

Terrible Service and Patient Record Mishandling

Incredible! Their conduct is utterly appalling and completely unprofessional. It's astonishing how the overwhelming majority of reviews are one-star ratings! They truly don't even merit that. Clearly, they have no understanding of patient confidentiality and openly discriminate against individuals with limited or no English language skills. The assistant practitioner manager is absolutely deplorable, not even worth engaging with! They deliberately withhold and even delete patient records, as I personally experienced when trying to retrieve documents for a family acquaintance. Having been a patient at this practice years ago, I can confirm the service has dramatically deteriorated. To anyone experiencing similar issues, I strongly urge you to report them to NHS England or the Ombudsman, as this GP practice absolutely requires a thorough investigation into their patient treatment.

Kiera Left Me Hanging All Day

I've had an absolutely terrible encounter with their service. Today, I contacted the reception, and a staff member named KIERA assured me she would schedule a phone consultation. I waited the entire day, but no call came through. When I followed up, Kiera dismissively claimed it was her colleague's error and offered no assistance. Due to her complete lack of professionalism, I'm now forced to delay my medication dosage adjustment by another fortnight. This isn't an isolated incident - back in November, I experienced a similar situation, waiting an entire month just to hear back from a doctor. The entire system is fundamentally dysfunctional and completely unacceptable!

Terrible GP practice blaming everyone else

Avoid this practice at all costs - they consistently deflect blame onto others, particularly the pharmacy, even when presented with clear proof of the GP's dishonesty. When confronted with facts, they resort to sending emotional, defensive correspondence instead of addressing the actual issues.

Rude Receptionists Left Me Hanging

COMPLETELY ABSURD. The entire healthcare system has collapsed. Doctors whine and protest about insufficient compensation, yet I certainly observe them doing nothing except cutting me off the phone. They were incredibly discourteous, and I wish I had captured their names. I'm dealing with a critical medical condition and desperately require professional advice and assistance, but I'm being utterly ignored. The receptionists sound half-unconscious during our conversations, and what exactly is their purpose beyond answering calls? Ultimately, everyone works, everyone receives terrible wages, everyone is human. However, when your primary responsibility involves interacting with people, PERFORM YOUR DUTY CORRECTLY or simply resign because it's evidently not the right role for you. I've surrendered hope and will now wait passively for my hospital appointment, as this general practitioner's surgery is an absolute LETDOWN. SHUT IT DOWN AT THIS PACE. I was compelled to award a single star, but if possible, I would gladly assign zero stars.