Jubilee Gardens Medical Centre

Reception staff attitude needs improvement

The three stars reflect positive experiences with certain clinical staff members. I have read other reviews and share similar observations about the reception team. I raised concerns about their demeanor in correspondence with practice management but did not receive a satisfactory response. It seems unclear why underperforming staff members remain in post within the NHS system. I question the purpose of having a practice manager if they are not implementing necessary improvements and addressing performance issues. Similarly, one would expect there to be oversight at a higher level within the NHS structure to ensure that customer-facing staff maintain appropriate standards of friendliness and professionalism. It is puzzling why such oversight does not appear to result in action. The volume of negative feedback in reviews suggests these are genuine concerns rather than isolated complaints. In other sectors, staff displaying similar conduct would typically face serious consequences or termination. The contrast between expectations in private industry and what appears to occur within NHS practices is notable.

Couldn't get an appointment despite repeated calls

The service provided was unsatisfactory due to difficulties in obtaining appointments with clinical staff. Additionally, test results were not communicated in a timely manner. When attempting to book appointments by telephone, the reception team consistently suggested calling back the following day rather than offering available slots. This resulted in frustrating experiences where different information was provided on separate calls, and appointments remained difficult to secure.

Reception staff blocked appointment access repeatedly

The standard of medical care provided here falls significantly short of acceptable expectations. The administrative and management teams appear unable to effectively address issues or oversee the practice's operations, resulting in inadequate service delivery. Despite multiple opportunities to improve, there has been a consistent failure to respond to or resolve complaints in a timely manner. The management approach has been notably unhelpful and unprofessional, with little apparent effort made to investigate operational problems such as missing communications regarding referral outcomes. Consider a scenario where an urgent referral is submitted by clinical staff, only to be rejected the same day without the practice becoming aware of this for two months. The subsequent explanation that no notification was received raises serious concerns about systems and accountability. The reception team frequently appears dismissive of patient needs, routinely stating that appointments are unavailable until complaints are threatened, at which point availability suddenly emerges. Promises to arrange appointments are made but follow-up calls fail to materialise, and there is a general lack of understanding regarding appointment scheduling. The overall standard of patient interaction and service is poor. This practice represents a significant disappointment in terms of both clinical care and service quality. The level of provision does not justify public funding, and those seeking healthcare elsewhere may find better standards of care and attention.

Efficient practice with improved parking facilities

The practice operates very efficiently with excellent cleanliness and organisation throughout. The parking facilities have also seen noticeable improvements. 👍

Receptionist didn't help with appointment guidance

The reception staff were unhelpful, particularly when I enquired about my scheduled appointment. I found the registration process at this practice to be unsatisfactory overall.

Long wait to see a doctor face-to-face

There is no point registering with this practice as it is a complete waste of time. I have been attempting to arrange an in-person appointment for several weeks without success. The practice does not appear to prioritise patient care or wellbeing.

Reception staff helpfulness varies considerably here

Throughout my time as a patient, the service quality has been inconsistent - on some occasions the administrative staff have been extremely supportive, while at other times they have struggled to assist with telephone enquiries effectively. There appears to be considerable scope for enhancing operational procedures, particularly regarding the coordination of specialist referrals and information sharing between secondary and primary care settings. Given that modern systems and reliable technology are now widely available, it seems the practice's processes are progressing at a notably slow pace in adopting these improvements.

Surgery felt rushed and impersonal

The medical staff appeared to lack enthusiasm. There seemed to be a perception that the practice operations were being managed from elsewhere.

Friendly staff and no waiting around

The team were welcoming and supportive, with appointments running on schedule. Excellent service all round!

Reception staff were unhelpful and dismissive

The reception staff fell significantly short of expectations.

Receptionist rudeness made us leave

My family and I have decided to leave this surgery after being registered for four months. We found the reception staff to be unwelcoming and the phlebotomy staff equally unhelpful. We are returning to our previous practice. Both my spouse and I made numerous attempts to secure an appointment but were unable to see a clinician. I would advise others to consider carefully before registering with this medical centre.

Staff weren't helpful with urgent issues

The staff members were not particularly helpful, and the clinical team also appeared unhelpful when dealing with urgent concerns. The reception team rarely provided assistance, and there is no adequate online system to book appointments independently or to update medication records automatically. It feels as though patients must handle everything themselves. The overall service experience was disappointing, and I would recommend considering alternative GP practices.

Practice turned away emergency without alternatives

I had to arrange an urgent appointment as my child was unwell for a couple of days. Unfortunately, I was informed that there were no available slots and was directed to seek care at the hospital instead. While I recognise the constraints in place, when facing an emergency situation with a child in significant discomfort, I felt the practice was unable to provide the support needed. The low rating does seem to reflect the experience many have had.

Reception didn't listen to my concerns

I recently contacted the surgery about my child, but the receptionist was unwilling to engage with my concern and simply repeated back what I was saying. I found this to be extremely poor service and felt that my issue was not being taken seriously. The interaction left me feeling unheard and frustrated.

Phone appointments never happen here

I find this practice deeply frustrating and would struggle to recommend it. When family members need medical attention, I feel anxious about contacting this surgery as I worry the experience will be unhelpful. The current appointment system relies heavily on phone consultations, but I frequently experience issues with being reached. When I follow up on missed calls, I am told that contact attempts were made but unsuccessful, and I am advised to try again the next day or attend an emergency department if my situation deteriorates. I feel that calls are not being returned reliably, and I have concerns that my medical history is not being properly reviewed. There are times when I would benefit from a direct referral without needing an initial consultation, yet this is not offered. The lack of effective communication and responsiveness makes me seriously consider seeking care elsewhere.

Missed appointment call left wife waiting

Booked an appointment for my wife and was informed that she would receive a call from a clinician. Unfortunately, no call came through, and when we contacted the practice at 2pm to follow up, we were told that an attempt had been made from an unknown number. However, we did not receive any such call. My wife was waiting anxiously for the appointment as she was unwell, and the lack of contact was disappointing. The service fell short of expectations.

Reception staff attitude needs improvement

The receptionist's demeanor was disappointing on this occasion. Their manner fell short of what one might expect from a healthcare setting. It was unfortunate that the interaction lacked warmth, especially when compared to the generally pleasant atmosphere one might encounter elsewhere. Other patients present seemed more approachable. This isn't something I typically feel compelled to mention, but the experience was notably affected by this interaction. One hopes that such matters might be addressed through appropriate channels.

Turned away for being ten minutes late

I attended an eye screening appointment today but arrived ten minutes late due to traffic congestion. The clinician conducting the screening was unwilling to see me, even though there were no further appointments scheduled after mine. I remained in the waiting area until approximately 3:55pm, at which point I was informed that I would need to reschedule. I asked whether it might be possible to wait and be seen at a later time, but was told that the clinician was already running behind schedule with another patient. I found this response frustrating, as it seemed inconsistent that a healthcare professional could run late while a patient's lateness was not accommodated. I had made arrangements to attend this appointment and felt that I should have been treated with greater flexibility and understanding. I waited for approximately twenty-five minutes only to be told to rebook, which was disappointing. If strict punctuality was required, I believe this should have been clearly stated in the appointment letter sent beforehand. I felt that the interaction lacked compassion and professionalism. I recognise that many dedicated staff work within the NHS, but this experience has left me concerned about the standard of service at this location. I would encourage management to review the appointment policies and staff conduct to ensure patients are treated with greater consideration and humanity.

Reception staff were dismissive and unhelpful

I attended this medical center today for an eye screening appointment, which was my first visit. Prior to coming, I reviewed the feedback available online, and I found the comments about the reception staff to be accurate. During my visit, I experienced what I perceived as discourteous behaviour from the receptionist. Despite approaching with courtesy myself, I felt the responses I received were dismissive and lacking in politeness. When I posed questions, the answers provided did not feel delivered in a respectful manner, and there seemed to be an attitude of reluctance rather than willingness to assist. Overall, my experience was disappointing, and I am hesitant about returning to this facility. I believe the reception team would benefit from additional training in customer service and communication skills. I would encourage the management to review the feedback from patients and consider implementing improvements to how visitors are greeted and assisted. Given the apparent pattern of concerns raised by other patients, I would hope that the leadership will take action to address these issues and ensure a more welcoming environment for future appointments.

Receptionists were dismissive and unhelpful

The reception staff were unhelpful and dismissive. They appeared to lack understanding of their role. The clinical staff also seemed rushed and unwilling to engage in meaningful conversation during consultations. This experience has prompted me to seek care elsewhere.