Lydden Surgery

Patient Experience Summary

Patient feedback reflects a mixed experience across appointment access, communication, and staff conduct. Many patients praise the clinical care and professionalism of medical staff, noting supportive and compassionate approaches during consultations. However, significant concerns emerge around appointment availability and the booking process. Several patients report lengthy waits for initial telephone consultations, with some experiencing delays of several weeks. Reception screening procedures are cited as a barrier to accessing care, and phone responsiveness remains problematic, with callers facing unanswered calls and extended hold times. The prescription process is described as inconsistent and slow, sometimes causing patients to run out of medication before orders are fulfilled.

Reception experience presents a notable divide. While some patients commend responsive and efficient front desk support, others describe dismissive and unhelpful attitudes from reception staff. Communication quality varies considerably, with some reporting swift and efficient contact, whilst others struggle to reach the practice by phone. A few patients note declining service quality compared to previous standards, citing reduced professionalism and a lack of confidence in the practice's responsiveness to urgent needs. Conversely, several long-term patients report consistent access to same-day appointments for urgent medical needs and describe the entire team as demonstrating exceptional warmth and professionalism throughout their care experience.