Mallard Medical Practice

Disorganised practice with long waits and medication errors

I have had a very disappointing experience with this practice. I have been registered for approximately four months and in that time have only managed to see a clinician twice, with both appointments running significantly behind schedule. During my visits, I noticed that incorrect information was recorded on my medical file, and I was concerned to find that a medication I had been receiving from my previous practice was no longer being prescribed to me here. I was informed that I would need to purchase this medication myself. I had received prior warnings about this practice's service standards, and I now understand why those concerns were raised. I am relieved to be transferring to a different practice.

Reception staff were unhelpful and dismissive

This practice should cease operations.

Online booking system works well for us

The practice team has consistently provided excellent care for our family. The online consultation system and early morning appointment list are effective for managing urgent and moderately urgent issues. Both clinical and administrative staff have always made us feel heard and valued. We recognise that managing contemporary primary care demands and the increasing expectations placed on services is challenging work. We're grateful to all the staff at the practice for their dedication in providing us with such good care.

Receptionist and clinician both genuinely patient

My first appointment was a positive experience from start to finish. The reception staff and clinical team all demonstrated patience and compassion throughout. I had arranged a remote consultation and was pleasantly surprised to receive a call from the clinic on the same day for a follow-up assessment. The clinician who spoke with me was exceptionally polite and professional. During my in-person visit, the doctor showed genuine patience and provided helpful support. I've attended other practices previously where appointments felt rushed and impersonal, whereas here the care felt more attentive and individualised. I appreciate the standard of service provided.

Receptionists give conflicting advice on callbacks

The reception team has become less supportive in recent times. There appears to be inconsistency in the guidance provided, with different staff members offering conflicting information about when to call back. This creates confusion about the appropriate course of action. Additionally, the telephone manner has seemed rather dismissive and condescending, lacking warmth or acknowledgement of concerns. It is now the third consecutive day of attempting to reach someone regarding a significant health issue that was previously confirmed during an examination, yet the responses remain vague and unhelpful, with staff expressing uncertainty about what should happen next. This raises questions about the standard of service being provided. While previous positive feedback was acknowledged, there appears to be less engagement with constructive criticism from patients. The practice displays messaging about maintaining respectful interactions, yet the experience suggests this standard may not be consistently applied to patient interactions by all staff members. This inconsistency is concerning. The practice has previously demonstrated strengths in accessibility and clinical care, with appointments readily available and clinical staff showing competence and dedication to providing good service. This had been considered one of the better practices experienced.

Rude receptionists made getting appointments difficult

Disappointing experience at this medical practice. Several members of the reception team came across as unwelcoming and unhelpful. Obtaining an appointment or requesting a prescription proved to be a challenging process. Additionally, there was an issue with the phone lines not being operational on the first day following the Christmas break, which resulted in needing to contact an alternative service for an urgent prescription requirement.

Helpful support with medication issue

My husband recently relocated to sheltered accommodation and we encountered an issue with his medication. A member of staff was outstanding in resolving this matter. In fact, they were amazing. I'm very pleased that my husband is receiving care from such professional and compassionate staff. Thank you.

Practice went extra miles for last-minute help

I have been a patient at this practice for approximately three decades without any issues to report. This week, the team has truly gone above and beyond to assist me with an upcoming trip. I had delayed notifying my insurance provider about a minor change in my health circumstances, which initially seemed like it might present a significant obstacle and potentially force me to postpone my getaway. However, after making a few calls to the surgery during the week and receiving exceptionally supportive assistance from the staff, everything has been resolved smoothly. I genuinely felt that if I hadn't been able to proceed with my plans, it would have been quite distressing. I couldn't locate a feedback option on the website, so I'm leaving my comments here instead. The service has been excellent.

Friendly staff made me feel heard

The team here are pleasant and approachable, making conversations straightforward and comfortable. The clinicians are excellent as well. Booking appointments can occasionally be challenging, though this is understandably a wider issue affecting many practices.

Felt genuinely listened to and well supported

I had an appointment today and was very impressed with the clinician I saw. They are a real asset to the practice and demonstrate excellent clinical skills. They show genuine care and concern for their patients, taking time to understand each individual's circumstances and medical history. Over the past few years, they have provided me with valuable support across various health concerns, and I have noticed a significant improvement in my overall wellbeing as a result. I am very grateful for the care I have received and would like to express my thanks to the practice for their continued support.

Efficient staff made the transfer smooth

I recently switched to this practice and I'm delighted with the level of service provided. It's truly outstanding. I'm very grateful to the team for their professionalism and compassion. You're all wonderful.

Friendly receptionists and easy online booking

It's exactly what a medical practice should be! I've attended on three occasions and found the experience absolutely wonderful! The reception staff are welcoming and well-informed, and the website is easy to navigate. I'm particularly grateful to the clinical team member who assisted me with such care and professionalism! Well done to the practice!

Receptionist took time to help with my issues

The receptionist demonstrated exceptional patience, helpfulness and clarity when assisting me with my various concerns and requests during my recent visit. I am very grateful for their support.

Felt listened to and given clear guidance

I continue to receive excellent care during my visits. The healthcare professional took time to clarify matters and established a clear pathway for my ongoing treatment. Much appreciated.

Professional and knowledgeable care received

It has always been a pleasure to receive treatment from the medical staff at this practice. The clinician demonstrated professionalism and extensive knowledge throughout the consultation.

Doctors who really listen and care

Excellent healthcare professionals consistently provide exceptional care that exceeds expectations. Much appreciated.

Professional staff made me feel confident

I had the pleasure of being seen by two highly professional staff members during my visit. As they were new to me, I was impressed by their approach. I would definitely like to book with them again for any future appointments I may need.

Professional nurse who really listened to me

Absolutely delightful healthcare professional. Professional and approachable. A real benefit to the surgery.

Felt genuinely listened to during appointment

The clinician I saw was wonderful! You can have a genuine conversation with them and they give you their complete attention while you're speaking. They truly grasped what I was trying to communicate! It's refreshing to find someone who listens so carefully these days! Thank you for helping me feel comfortable and reassured.

Quick callback and helpful receptionist made difference

Absolutely excellent. A telephone call from reception regarding a separate issue led to a swift callback from a clinician and an immediate appointment being arranged. The reception staff were wonderful and the doctor was warm, welcoming and understanding. As a new patient to the practice, the level of care has been exemplary.