Jubilee Gardens Medical Centre

Helpful support for my back injury

The healthcare professional I saw was very supportive regarding my back concerns. They demonstrated kindness and friendliness throughout my visits, and maintained a positive attitude which was genuinely beneficial for me as a patient. I'm very grateful for the care I received.

Long wait on the phone queue

Extremely disappointing experience. Contacted the administrative team and encountered a lengthy wait time in the queue. Found the situation quite frustrating.

Reception staff didn't seem to care

I would not recommend registering at this practice. The staff appeared indifferent to my circumstances, and I felt the focus was primarily on processing appointments rather than providing genuine care.

Reception went the extra mile for me

I contacted reception seeking assistance with a medication matter after missing an earlier callback from my GP. The receptionist who answered not only made an effort to assist but remained in contact with me throughout the day until I received a subsequent call from the GP, despite the GP having left work due to feeling unwell. Many thanks to this helpful team member. They were absolutely brilliant.

Couldn't get through on the phone

Not satisfactory.

Felt dismissed and not taken seriously

My mother attended an appointment with a clinician at the practice. She felt the consultation was handled unprofessionally, as she perceived the clinician to be dismissive of her concerns about her symptoms. She felt her account was not taken seriously and that her experience was not properly acknowledged. The appointment concluded quickly, and despite having attended multiple times previously, she did not feel her situation had been given adequate consideration. This left her feeling quite disheartened about the experience.

Reception staff were unhelpful and dismissive

The reception staff could be more helpful, and the overall management of the practice appears to need significant improvement.

Impossible to book an appointment here

I found it difficult to access appointments at this practice. Despite making multiple attempts to book, I was repeatedly advised to contact them again the following day. While waiting for an appointment, my ear condition continued to deteriorate, and I felt my concerns were not being prioritised.

Lifts broken with no alternative arrangements offered

I felt let down by my experience at the medical centre. As a wheelchair user, I found the lift out of service, which created a significant barrier to my appointment. The clinician indicated they were unable to attend a ground floor consultation, citing procedural reasons, and neither the clinical nor administrative staff explored alternative arrangements with me. I felt this situation did not adequately accommodate my accessibility needs. The centre was uncertain about when the lift would be repaired and no alternative plan was put in place for my care. Given that I was already dealing with a health concern and this experience added considerable stress, I found the overall handling of the situation frustrating and felt my needs as a disabled patient were not prioritised. I am considering what further steps I might take regarding this matter.

Felt unheard and ignored about my health concerns

I have had a very disappointing experience at this practice. The communication has been poor and I felt my concerns were not properly heard or addressed. Since registering here, my health has not improved and I felt my respiratory condition was not adequately managed. I eventually sought private treatment to get the care I needed. There were disagreements about medication dosing. While I understand that healthcare providers can adjust prescribed doses, I felt the reasoning given to me was not transparent or honest. The practice appears to struggle with appointment availability and prioritising patient needs effectively. I am considering moving to a different practice as I have not been satisfied with the standard of care received here. I would encourage others to carefully consider their options before registering. I was also concerned to discover that inaccurate information had been recorded in my medical notes regarding my smoking status, which does not reflect my actual circumstances. This error has upset me and raises questions about the accuracy of my records.

Phone call ended abruptly without discussion

The clinician ended our phone call abruptly when I attempted to raise a concern about a blood test, despite having indicated beforehand that I wished to discuss this matter.

Surgery didn't notify me about ready referral letter

I was disappointed that the surgery did not contact me to inform me that my referral letter was prepared and ready. Upon calling to inquire about the status, I was told the letter was available for collection, which I would not have discovered otherwise. However, when I attended to collect it, the letter had not yet been prepared as I had been informed, though it remained on the system. The receptionist reviewed the letter before it was printed and sent to the clinician for authorisation. Once signed, it was handed to me without being placed in an envelope. I received no acknowledgement of the inconvenience, only a response indicating unfamiliarity with the matter and a suggestion it was not their responsibility. I felt this fell short of professional standards.

Struggling to get through on the phone

The practice frequently lacks available appointments. When using the online consultation service, follow-up calls from clinical staff do not materialise. Attempts to reach the surgery by phone result in being asked to try again the following day, with limited assistance offered at the time of contact.

Helpful staff put me at ease

I was seen today by a clinician who was very informative and gave me peace of mind regarding my situation. They also reviewed my medical history and was able to provide me with helpful advice on my healthcare. The reception staff were also helpful in assisting with registration and booking my follow-up appointment.

Rude phone staff wouldn't let me speak

The telephone communication at this practice was disappointing, with staff appearing dismissive and interrupting during conversations. The overall approach to patient interaction felt lacking in attentiveness and consideration.

Clean inside but messy outside surroundings

Attended an audiology appointment and received courteous treatment throughout. The clinician was attentive and provided clear explanations of the procedure being undertaken. The interior of the facility was well-maintained and clean. However, the exterior surroundings appeared unkempt with litter present. It would be beneficial if visitors could help maintain the cleanliness of the outdoor areas. The availability of complimentary parking was appreciated. On balance, this was a satisfactory visit.

Practice nurse went extra mile with patience and care

I attended an appointment at the practice where I saw a nurse who asked whether I had brought the necessary dressings with me. I explained that I hadn't been reminded by the practice and had unfortunately forgotten them. She indicated she could change the dressings, but then I mentioned that I was actually there to have clips removed. This information wasn't documented in my notes, so she was unaware. When I said I hadn't brought a clip remover, she explained she would need to check with her manager about what could be done as the tool wasn't available to her. After some back-and-forth communication, her manager confirmed they had one on site, but suggested I would need to retrieve mine from home and return it. I agreed to this arrangement so the procedure could go ahead. Before this solution was found, I had been concerned I might need to attend urgent care to have the clips removed, as the surrounding skin had begun to grow over them and this was causing me considerable discomfort. The nurse was remarkably patient with me throughout, understanding the pain I was experiencing even though I had taken painkillers beforehand. We discussed various topics during the appointment which helped take my mind off the discomfort of having the clips removed from the affected area. Had the nurse not made the effort to locate a clip remover, I would very likely have ended up seeking care elsewhere. The nurse demonstrated excellent care and professionalism, and it would be beneficial if this standard of patient interaction were reflected more consistently across the practice.

Phone queue system makes appointments impossible to book

Extremely frustrating experience. Every time I've called at 8am, the automated message indicates I'm beyond position 30 in the queue. After waiting approximately an hour, the message remains unchanged. There appears to be a significant issue with the appointment booking system, as I'm unable to reach anyone by phone to discuss appointment availability or to confirm whether slots actually exist. My only realistic option seems to be attending A&E, which raises questions about why the practice accepts patients if they cannot provide accessible appointments. Being registered here has made obtaining an appointment feel nearly impossible, and I deeply regret this choice. Unfortunately, I'm unable to transfer to another practice due to personal circumstances, despite wishing I could return to my previous surgery.

Felt genuinely safe and well looked after

I have never felt more secure or well cared for than at this practice.

Helpful staff made me feel well looked after

Whenever you require medical assistance, immunisations, specialist referrals, standard blood work, or clinical guidance, you can expect to receive outstanding care and attention from the dedicated team at this practice. 😀 👍 😊