Little Horton Lane Medical Centre

Reception staff interrupts and doesn't listen properly

The reception staff member's communication approach is frustrating and counterproductive. During interactions, there is a tendency to interrupt and speak over patients while they are attempting to explain their concerns, only understanding the issue once the patient manages to complete their explanation. This pattern has occurred repeatedly, where despite the patient's initial attempt to communicate their needs, the staff member dismisses or talks over the information, subsequently placing the patient on hold to consult with clinical staff, who then confirm the patient's original point was valid. This creates an unnecessarily stressful and prolonged interaction to reach a conclusion that is ultimately straightforward and predictable. Given the recurring nature of the issue, the patient is familiar with the standard process for appointments and consultations, yet the reception staff member appears to second-guess or override this understanding. The interaction typically extends to approximately ten minutes of difficult exchange before resolution, primarily due to poor listening skills and an apparent lack of professional demeanor. The communication style comes across as dismissive and unprofessional. Additionally, there are instances where languages other than English are used during conversations conducted in English, which raises concerns about the appropriateness of the interaction. The patient has documented these exchanges due to ongoing frustration with the pattern of behaviour.

Phone lines answered quickly and staff are polite

I've been fortunate throughout my time as a patient here, and I hope my luck continues. I've never experienced difficulties reaching the practice, with wait times typically being quite brief. The staff members, both clinical and administrative, have consistently demonstrated courtesy and helpfulness in their interactions. I find some of the feedback from other patients somewhat puzzling, as my own experience has been positive. My spouse is registered at another local practice, and from what I understand, their experience there has been considerably more challenging.

Phone queues could be shorter for bookings

This is my neighbourhood medical practice. Yes, securing appointments can occasionally prove challenging—you might find yourself holding on the phone for extended periods simply to arrange an appointment on the day you need it. It would be beneficial to have additional staff members available to handle incoming calls during peak morning hours. The clinical staff members have been nothing but professional and compassionate—they address health matters promptly and effectively. My recommendation would be to streamline the daily appointment scheduling process to make it more efficient and better organised.

Reception staff made the appointment process smooth

I had a genuinely pleasant experience at the medical centre, thanks to the excellent service provided by a member of the reception team. From the moment we arrived, this staff member was polite, welcoming, and professional. It's rare these days to be greeted with a warm smile at a GP practice, but they made us feel comfortable and valued right away. Over the phone, they were incredibly helpful in arranging an appointment and went the extra mile to ensure everything was sorted smoothly. They even followed up to confirm our sample had been submitted, which gave us peace of mind. This staff member is a great example of how front-line staff can make a real difference in the healthcare experience. Their willingness to support, their respectful manner, and their commitment to excellent service reflect the kind of care every patient hopes for. Thank you—you're a true asset to the practice and the community.

Receptionist was dismissive and rude on phone

I had a very negative experience during a recent phone call with a member of the reception team. The manner in which I was spoken to felt dismissive and disrespectful. This interaction was unlike anything I have previously encountered at this practice. I am considering escalating this matter formally.

Reception staff were dismissive and repeatedly disconnected calls

I concur with the sentiments expressed in other reviews here. The reception team appears to lack adequate customer service training, and their approach to professionalism seems minimal at best. There is a perception that they communicate in a condescending manner, frequently interrupting patients mid-conversation and terminating calls abruptly. During one interaction, I was informed that my call duration had exceeded an acceptable length and that other patients required assistance. However, from my perspective, I had only been on hold briefly before being engaged in a lengthy discussion, during which my concerns were not taken seriously and were instead treated dismissively. On another occasion, a member of the reception staff indicated they would end my call due to another enquiry being handled simultaneously. When I explained the importance of my call and my involvement in the matter, my request was disregarded and the call was disconnected without further consideration. I experienced multiple call disconnections, and as a result, I chose not to attempt further contact by phone. I intend to escalate this matter through the formal complaints procedure. It is important to recognise that patients fund these services through their contributions, and it is reasonable to expect that reception staff treat all individuals with basic respect and understanding, particularly given that they cannot always be aware of the personal circumstances or emotional state of those seeking assistance.

Long phone waits make getting appointments difficult

I would not recommend this practice. The appointment booking process is extremely difficult, with lengthy wait times on the phone. The service quality is poor, and the overall experience is very negative. Waiting for responses and to secure appointments only made things worse. This is not a place I would suggest joining.

Unhelpful phone response about relocation

I have been a patient at this practice for over five years, but today I had an extremely disappointing experience. Due to a recent house move, I am now living further away, but I chose to remain registered here because of my anxiety concerns. Unfortunately, the staff member I spoke with declined to assist me, citing my relocation as the reason. I felt the manner in which I was spoken to was disrespectful and upsetting. I do not believe this person is suited to working in a patient-facing role. I will not be returning to this practice.

Reception staff were dismissive and unhelpful

This practice appears to be among the poorest I have encountered. The demeanor displayed by the reception team was deeply concerning, particularly during my interaction this morning. The individual I spoke with came across as dismissive, curt, and seemed to hold certain biases. I attended slightly behind schedule due to personal health circumstances and associated sleep difficulties. Rather than showing understanding of these factors, I felt I was treated with considerable disrespect and lack of consideration. It is troubling that someone in a patient-facing role would conduct themselves in such an unprofessional manner. The experience left me feeling that I was not valued or treated with basic dignity, and I question whether such attitudes reflect a broader culture within the practice.

Reception staff were dismissive and unhelpful

The reception staff were unhelpful and dismissive. I felt their response to my initial concerns was inadequate, and I believe their failure to properly assess my situation may have contributed to complications I subsequently experienced. When I presented with symptoms, I was told I was not pregnant. I continued with my normal activities, including lifting and cleaning, until I began experiencing significant bleeding. Hospital assessment later confirmed I had been pregnant and was experiencing a miscarriage. Following recovery, I became pregnant again several months later. When I returned to the practice with similar concerns, I received the same dismissive response and was again told I was not pregnant. Overall, my experience with most of the clinical and administrative staff at this practice has been disappointing. There was one healthcare professional whose care and attention I found to be notably better than the rest.

Reception staff were dismissive and talked over patients

I would rate this experience very poorly if possible. The reception staff member was particularly unhelpful and dismissive. There was a confrontational dynamic, with the staff member being argumentative and acting as though they held superior knowledge. When I attempted to communicate, I found myself being spoken over, which felt contradictory given that I was told my own manner of speaking was inappropriate. The interaction felt condescending, particularly when I mentioned my professional background in healthcare—the response suggested I should already know better, which seemed like an unsuitable way to speak to a patient. I believe this staff member's approach requires urgent review, and I suspect others may have raised similar concerns about their conduct.

Reception staff could've been friendlier

I was previously a patient at this practice and am pleased to have found alternative care elsewhere. While I have no complaints about the clinical staff, I found the reception team to be unwelcoming.

Long phone wait met with unhelpful reception staff

I had a very frustrating experience trying to reach the practice. After waiting an extended period on hold, I was disappointed by the manner in which I was treated by the reception staff member. Given my own experience working in a similar role, I found the interaction to be unprofessional and unhelpful. When I requested to speak with a manager, the call was disconnected. Overall, I felt the reception service fell well below the standard I would expect, and I believe the practice would benefit significantly from reviewing their customer service approach and staff training.

Reception staff were dismissive about my lateness

I had a very disappointing experience at my appointment today. I arrived a bit late and apologised for this, but felt that the same point was repeatedly brought up in a way that made me feel disbelieved. The receptionist's comment that I should be grateful to still be seen felt unprofessional and overstepped boundaries. I was upset that the clinician, after agreeing to see me, made remarks to other patients while I was holding my baby, which felt unkind. I found the overall conduct of the staff to be disrespectful and felt the team could benefit from improved customer service training. I was also given a letter on departure that I felt misrepresented the reasons for my lateness. The receptionists involved were unhelpful and dismissive throughout my visit. If the clinician had concerns about seeing me, I would have preferred this to be communicated directly rather than through indirect comments. I believe the practice would benefit from reviewing how staff interact with patients and ensuring a more respectful approach to patient care.

Long wait times and poor communication overall

I have had a disappointing experience with this medical practice, which fell short of my expectations compared to previous healthcare providers I have used.

Reception staff weren't helpful or polite

The reception team displayed poor interpersonal skills and unhelpful service. The overall experience at this clinic was unsatisfactory. I would not recommend this practice and felt my time and wellbeing were not prioritised.

Reception staff could improve their manner

The receptionist displayed an unfriendly demeanor and came across as unwelcoming during my visit.

Reception staff dismissed urgent prescription request

The reception team came across as dismissive and unhelpful when making decisions about appointments. On one occasion, my daughter had a critical prescription from her specialist that required urgent attention, and I explained this to the receptionist. However, my concerns were not taken seriously, and we experienced a significant delay of several weeks before the matter was properly addressed.

Reception staff were dismissive and unhelpful

I would not suggest this practice. The clinical staff provided unsatisfactory care, and the front desk team displayed an unhelpful attitude.

Difficult to book appointments and feel rushed

This practice has declined in quality since a previous clinician departed. One of the current practitioners was satisfactory initially but now appears dismissive, reluctant to refer patients to specialists, and unwilling to allow adequate time for patients to explain their concerns. The approach feels unsupportive and disengaged. Another clinician is difficult to book with due to high demand. A newer member of the reception team comes across as discourteous and overstepping their role by offering medical opinions beyond their position.