James Street Group Practice

App showed another patient's medical records

I accessed the NHS app approximately two weeks ago to review my medical records. The information displayed was quite minimal, however I noticed it also contained details belonging to another individual. This represents the second occasion on which I have encountered this issue. I raised a formal complaint and spoke with a member of the management team who indicated the matter would be looked into and I would receive feedback on the findings. I remain uncertain whether I will hear back, as I suspect the issue may not be pursued further. I found this experience deeply concerning and disappointing.

Prescription approvals don't mean getting medication

I continue to experience difficulties obtaining my prescribed medications at the pharmacy despite having submitted requests for them. There appears to be a disconnect between approval status and actual medication availability, as approved prescriptions do not seem to translate into being able to collect my medication as expected.

Prompt appointments at the access centre

I have visited the access centre twice over the past few weeks. Both times I was attended to quickly and received outstanding care. I am very grateful.

Hard to access appointments and rushed consultations

I am quite dissatisfied with this medical practice. Obtaining access to clinical staff is challenging and it proves very difficult to receive adequate medical care when required. Throughout my visits, the clinician seemed to make judgements without reviewing my medical background, and the appointments felt hurried and superficial. A brief consultation is insufficient to thoroughly evaluate a patient, particularly when relevant details from the patient's history are overlooked. In my view, this centre is not operating as it ought to. It appears unsafe for patients and I lack confidence in the standard of care delivered at this location.

Receptionist dismissed my appointment concerns

I have found it very difficult to secure a face-to-face appointment at this practice. When I mentioned to the reception staff that I had been requesting an in-person appointment for several months, they responded with scepticism. I was disappointed by this interaction and would not recommend this practice to others.

Poor care after illness, staff cancelled appointments

Extremely disappointing experience. Following an illness lasting nearly a week and consultations with multiple practitioners, the final appointment resulted in a hospital referral being arranged, though I appreciated being listened to. As someone managing a chronic metabolic condition, I have not had access to specialist nursing support since my previous practitioner departed approximately two years ago—they had been instrumental in helping me achieve better control of my condition. Since then, my management has deteriorated significantly. A recent blood test appointment was cancelled by staff in February, a date I remember clearly due to a serious cardiac event occurring that same day. This happened after seeing several different doctors. I subsequently needed to rebook the test, as previous attempts to obtain a blood sample were unsuccessful on multiple occasions, though when another nurse attempted it, there were no difficulties. Following my hospital discharge for the cardiac event, I have been attempting to arrange follow-up care with a doctor or specialist nurse for six months without success. I find the online appointment system challenging to navigate, particularly with my basic mobile device. I am uncertain whether my current medications are appropriate, as I received a call instructing me to discontinue certain tablets, which I did, yet the pharmacy continues to supply them. My spouse experienced similar frustrations when treated for musculoskeletal pain; upon reviewing the medication information, we discovered the painkillers carried warnings for individuals with cardiac history, yet reassurance was given that this was suitable. He continues trying to discuss this with a doctor. Additionally, I am concerned about my mother's prescription being cancelled by reception staff without consideration of her medical requirements, as she depends on daily medication.

New triage system got me seen quickly

Accessed the updated appointment booking system to schedule a visit. Received a call back within a few hours and was seen at the practice without delay. The communication was excellent throughout the entire process, and all matters were resolved satisfactorily. Well done on maintaining these standards 👍

App repeat prescriptions don't include everything needed

I attempted to request my repeat medications through the app, but I noticed that only 2 items are currently set up on repeat. Despite requesting multiple times that the remaining medications be added to the repeat system, these requests have not been actioned.

Online booking system constantly unavailable

Extremely disappointing experience with the service. I find myself having to contact 111 repeatedly for medical concerns because I'm directed to use the online booking system, which appears to be unavailable frequently, even during early morning hours. When I telephone the practice, I receive messages indicating an appointment will be arranged within several weeks, but this doesn't materialise. As a result, I've had to rely on out-of-hours services as my primary option since contacting 111 has become my only viable alternative.

Efficient appointments and genuinely compassionate care

Always so efficient with my appointments, never had any issues, the clinical staff have always been compassionate and empathetic:)

Appointment booking system missed the point

My husband was experiencing severe discomfort on the right side of his torso. I contacted the practice to arrange an appointment and provided a detailed description of where the pain was located. They sent him a link to access a musculoskeletal service to book an appointment for assessment of his right hand. I felt I had been as clear as possible in my explanation of the issue.

Doctor refused to address both health concerns

Attended an appointment with two health concerns impacting my daily life, but was informed that only one could be addressed, requiring me to prioritise which issue to have investigated. I have been managing an ongoing problem for an extended period, and felt that the level of concern shown was inadequate. I have decided to accept living with my current difficulties rather than continue attending appointments where I felt dismissed. I am considering changing to a different GP practice, as my experience at this surgery has been unsatisfactory since the recent merger.

Reception dismissive when booking urgent appointments

It doesn't matter if you're experiencing significant pain. Be prepared for concerns to be dismissed as unimportant, and the ten-day waiting period for a telephone appointment may result in no contact being made. The reception staff member's demeanor felt dismissive of my concerns. There was a disagreement about how our interaction took place, which I felt was misrepresented. This was my first visit to this practice, and the way the situation was handled left me questioning the standards here. When I attempted to raise a formal complaint, the response felt designed to discourage further action rather than address my concerns properly. Based on my experience, I would consider this among the poorest medical practices I have encountered.

Struggled to reach the practice by phone

Spent a considerable amount of time in the morning attempting to reach the practice, only to have the call disconnected on two separate occasions.

Promised phone appointment never came through

I had arranged a telephone appointment to go over some test results, having been given a small green note confirming the new appointment system. Unfortunately, the call never came through on the scheduled day and time, despite waiting throughout the morning. I'm disappointed that this didn't happen as planned.

Records mix-up left me confused about medication

I discovered that another individual's medical information had been added to my file, which is concerning given the potential implications if either of us required urgent care. I arranged a telephone consultation regarding my medication management, but I found it difficult to follow much of the discussion due to communication difficulties. As a result, my medication was discontinued, though I remain unclear about the reasoning behind this decision. I've attempted to find clarification by checking online resources.

Getting test results through phone queues was frustrating

Obtaining test results has proven to be quite challenging. I received a missed call and a message asking me to contact the surgery regarding my results. When I called at approximately 3pm the previous day, I experienced a lengthy wait in the queue before being informed that a clinician would contact me shortly. The callback came at 8:20pm for reasons unclear to me, which happened to be during a busy time with my family. By around 6:00pm I had stopped anticipating their call, so the late contact was unexpected. I called back the following day and waited through the queue again, only to have the line disconnected. On my next attempt, I managed to get through the queue but the phone rang continuously for several minutes without answer before I discontinued the call. The service experience has been quite poor. When a clinician needs to discuss test results with a patient, it typically suggests there may be concerning findings. It is understandably stressful to be left uncertain, particularly after receiving voicemail messages indicating they wished to discuss the results as they could relate to my symptoms, and requesting I contact the surgery urgently, only to find the line unanswered. I would have preferred to access the results directly through the NHS app, however they have not been made available there either. I am also disappointed by the limitations of the review platform in expressing my level of dissatisfaction.

Hard to book appointments but worth the wait

This five-star rating is specifically for one particular clinician who is an exceptional doctor and nothing is ever too much trouble. The only drawback is that it can be quite challenging to secure an appointment with them. The remainder of the practice has some significant issues. I frequently call and find myself far back in the queue, only to have the line disconnect just as I'm nearing the front. Appointment slots also tend to run considerably behind schedule. The reception staff inquire about medical history in the presence of other patients in the waiting area, which feels inconsistent with patient confidentiality expectations. However, I am willing to overlook all of these frustrations simply because of the quality of care provided by this particular clinician.

Finally felt listened to and understood

After years of raising concerns with previous healthcare providers without getting results, I cannot praise this doctor enough. They were incredibly easy to talk to about sensitive matters and provided prompt assistance. Thank you.

Staff followed up with helpful phone calls

I cannot thank the medical team and staff enough. Over the past few weeks, they have been available when I needed support, and I genuinely valued the follow-up contact. Thank you.