Longford Street Medical Centre

Pharmacy visit was quick and efficient

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Phone appointment system doesn't work for working people

The phone appointment system proved quite frustrating and impractical for those with work commitments, as the entire day needed to be set aside for a single consultation. After calling early in the morning, the appointment was scheduled for several hours later in the afternoon. The clinician seen was unfamiliar with my medical history, and I felt that an in-person visit would have been more appropriate given the circumstances.

Reception staff made booking appointments unnecessarily difficult

My family and I have been patients at this practice for a considerable time. I am very disappointed with the manner in which patients are treated. Most of the reception staff (with one exception) lack compassion, provide unhelpful assistance, and display rudeness, making the process of scheduling appointments unnecessarily stressful and difficult. There are barriers to passing concerns to the clinical team, and obtaining appointments is made harder than it should be. I have received inaccurate blood test results on two separate occasions. The senior clinician, whom I previously held in high regard, has lost my respect following their interactions with me regarding my mother's serious illness, which demonstrated a lack of empathy. I was also spoken to dismissively about not noticing a notice on their door regarding disclosing multiple health concerns to reception staff. The majority of the team shows little genuine care, with the exception of a small number of clinical staff members and one particularly dedicated receptionist who stands out positively. In my view, those working in healthcare should demonstrate genuine concern for their patients' wellbeing.

Appointment booked but promised callback never came

I scheduled an appointment for my child and was expecting a callback from the clinician, but this did not happen. I am quite disappointed by this experience, as we would not book appointments unless we felt they were necessary.

Practice failed to care for elderly patient

This practice proved to be unsuitable for our needs. We made the decision to transfer our elderly relative to alternative care elsewhere. The healthcare professional involved did not demonstrate the level of consideration and attentiveness we felt was necessary for her wellbeing.

Reception staff made phone booking easier

The reception team member demonstrates exceptional dedication and consistently goes the extra mile to support patients. They show particular compassion towards those managing mental health concerns and anxiety, making the process of contacting the practice noticeably more accessible and comfortable for vulnerable patients.

Repeated blood test failures and poor medication communication

I have had a very poor experience at this practice. Initially, I received what I felt was an incorrect diagnosis for a urinary condition, and subsequently had to endure several weeks of discomfort while waiting for what I considered to be the correct treatment. Additionally, both my family member and I experienced difficulties during blood test appointments. On multiple occasions, samples were compromised, requiring repeat visits. During one of these return visits, I arrived slightly behind my scheduled time and was informed that a new appointment would need to be booked, despite the initial issue being caused by the practice's handling of the sample. I also noticed that during my first appointment, I was kept waiting beyond my scheduled time before being seen. It appears there is a disparity in how appointment times are managed depending on whether it is the patient or the practice running late. Most significantly, I was prescribed medication without being informed about a potentially serious side effect. I only became aware of this when I researched the medication myself. When I contacted the practice to raise this concern, I was simply told the side effect was indeed possible and asked if I would like an alternative medication. No discussion took place beforehand about this side effect, which I felt was a significant oversight given its potential severity. I am quite disappointed by my overall experience, particularly as I do not frequently attend medical appointments. I can only imagine how frustrating this practice must be for those requiring more regular care, which may well account for the negative feedback I have seen.

Long wait times and poor communication

Poor service experience.

Booking system makes appointments nearly impossible

I am a healthcare professional with extensive experience in the NHS and find my interactions with this practice consistently frustrating and disappointing. The appointment booking system appears outdated and difficult to navigate, making it challenging for working individuals to access GP services. This operational inefficiency within primary care may contribute to broader pressures on emergency services. I have experienced interactions with reception staff that I felt lacked warmth and professionalism. I would encourage this practice to review its systems and processes to ensure services meet the needs of patients and the community.

Long phone queues make appointments impossible

This practice is extremely frustrating. When I call at opening time, I find myself waiting for extended periods without being able to secure an appointment. It feels like my time is not valued and there are better ways I could be spending my day. The experience has been quite distressing. The clinical staff are competent, but the appointment system needs significant improvement.

Clean and well organised vaccination service

I recently attended for a vaccination appointment and was extremely pleased with the service provided. The entire experience was hygienic, well-organised, safe and expertly handled. The procedure was completed swiftly, taking only a few minutes, and I felt comfortable and warmly received by the team throughout. Excellent care, thank you very much.

Reception argued about mask exemptions

Disappointing experience at this practice. I attended for what was advertised as a "health check" but it only involved blood tests and blood pressure measurement. I felt this fell short of what a comprehensive health check should entail and didn't feel it was a worthwhile use of my time. There is signage advising mask-wearing, however I experienced friction when explaining my exemption status. Additionally, I noticed that staff at reception were not wearing masks despite being behind a screen, which appeared to have a significant gap at the bottom that would not provide meaningful protection. This seemed inconsistent with the posted guidance.

Phone queues make appointments nearly impossible to get

After relocating to the area last year, I chose to register at this practice, though I would caution others against making the same decision. The initial challenge is that routine appointment availability extends beyond four weeks, requiring patients needing urgent care to phone and attempt to secure same-day slots instead. The process of reaching the surgery by telephone proves extremely difficult, and available appointments are consistently unavailable by the time a connection is made. Should you manage to obtain an urgent appointment, you can expect to wait considerably longer than an hour before being seen. During my visit, the clinician indicated they had limited availability and suggested other patients were a priority. I was experiencing significant emotional distress and felt vulnerable, genuinely needing support. Despite expressing concerns about medication based on prior experiences, I was prescribed a treatment that seemed counterproductive given my presenting symptoms. Beyond this specific encounter, the overall demeanor of clinical and administrative staff lacks warmth and compassion, leaving patients feeling undervalued. When I attended another appointment regarding a longstanding condition, the clinician questioned whether my stated diagnosis was accurate, despite this information being documented in my medical history. This prompted me to travel a considerable distance to access appropriate care elsewhere. While I recognise the NHS faces significant resource constraints, the standard of care at this practice falls short of expectations. The service quality is poor, and my experience resulted in prolonged suffering and professional consequences, as necessary documentation was not provided when requested. I have observed patients of all ages—including visibly unwell children requiring emergency intervention—enduring extended waits while staff remain seemingly uninvolved. A medical practice should provide comfort and support to unwell individuals. For those without local family support, accessing timely care should be straightforward rather than leaving patients feeling like a burden. I would recommend exploring alternative options within the area.

Phone queue staff weren't helpful or efficient

Unhelpful experience, the person who answered the telephone did not appear to perform their role effectively.

Practice doing their best under pressure

Taking into account the challenging circumstances facing healthcare services, including staffing pressures and resource constraints, I have no complaints about this practice. The team appears to be making genuine efforts to provide good care despite the difficult environment they are operating in.

Communication between staff and patients needs improvement

I had a disappointing experience at this practice. The level of communication fell short of expectations. I spent considerable time waiting for a callback that didn't arrive as promised. There were inconsistencies between what I was initially told and what I subsequently learned, which created confusion. The coordination between different parts of the practice seemed unclear. It appears there may be room for improvement in how the practice is organised and managed. The service standards don't seem to match what one might reasonably expect, and I feel the practice's current ratings reflect these concerns.

Phone queues leave you hanging without answers

I would rate this much lower if possible!! I have been attempting to call every morning for the past week. I understand the queuing system is standard procedure, but I find myself waiting on hold for extended periods while my position is announced. When I finally reach the front of the queue, the line disconnects and I'm told to try again at another time!! This situation is forcing me to consider attending the emergency department instead!!

Prescriptions repeatedly delayed and forgotten

This has been the poorest healthcare experience I have encountered. There have been ongoing issues with prescription management, and despite following up after an extended period, the problems remained unresolved. I would strongly advise against choosing this practice.

Phone consultation felt rushed and dismissive

A recent telephone appointment was deeply disappointing. I had attended a previous consultation approximately four weeks earlier, during which I was started on new medication. When I called back to discuss my concerns about how the medication was working, I felt my request for a dosage adjustment was not considered. The core issue is that I am managing significant mental health challenges and felt dismissed rather than supported. I explained that I was struggling with difficult personal circumstances and ongoing caring responsibilities, but the response was to wait for a referral to specialist services without properly engaging with what I was experiencing. The appointment felt rushed, and I did not feel heard or taken seriously. This approach felt particularly unhelpful given the complexity of what I am dealing with. I have decided to register with a different practice, as I felt the overall message conveyed was that I should simply manage on my own without adequate support.

Friendly staff made booking appointments straightforward

I have been attending this surgery for approximately two decades. The clinician I see is excellent. Their manner, interpersonal skills and approach to my care are consistently outstanding. Both the medical professional and the wider team demonstrate genuine warmth and courtesy at every interaction. I have experienced no difficulties obtaining my regular medications, and scheduling appointments has typically been straightforward. I find myself somewhat taken aback by certain negative reviews posted online, as my own experience throughout the years has been exemplary.