Lincoln House (Highfield Surgery)

Patient Experience Summary

Patient feedback reflects a mixed experience with significant variation in service quality across different areas of the practice. Many patients report positive interactions with clinical staff, describing doctors and nurses as caring, thorough, and responsive, with several noting that consultations provided reassurance and professional expertise. The practice environment is frequently praised for being well-organised and clean, and some patients highlight exceptional courtesy and warmth from reception and support staff. However, substantial concerns emerge around appointment booking and access, with multiple patients describing the booking system as impractical, phone lines as unresponsive, and waiting times as lengthy.

Prescription processing presents a recurring problem, with patients reporting delays, errors, and medication access issues that have directly affected their care. Reception experience is notably inconsistent, with some staff receiving specific praise while others are described as discourteous, unwelcoming, and lacking basic professionalism. Communication challenges are evident, including difficulties obtaining test results, unclear information about appointment status, and instances where patients felt unheard during consultations. Since a recent merger, several patients report deterioration in appointment availability and administrative efficiency, though clinical quality remains valued.