Malvern Health Centre

Receptionists made me feel genuinely welcome

Had an appointment here recently for the first time and the two receptionists were warm, friendly and helpful - just as receptionists should be!

Misdiagnosis left me feeling unsafe

Beyond the challenge of securing an appointment, there is a concerning sense of unease when diagnoses appear inaccurate or when serious conditions are suggested to resolve without intervention, leaving patients feeling vulnerable and lacking confidence in their care.

Prescription request lost between surgery and pharmacy

Submitted a request for repeat medication through the letter box at reception. When I called to check on the status, I was informed that it hadn't been ordered yet. The receptionist assured me it would be handled immediately. However, when I contacted the pharmacy, they confirmed they hadn't received anything from the surgery. Given my health condition requiring regular medication, I found it concerning and stressful that I was told the matter had been resolved when it apparently hadn't been processed at all.

Communication options need real improvement

The clinical staff at this practice are excellent and demonstrate strong expertise. I have been a patient here for a considerable time, and my sole concern relates to the appointment system and the current communication methods. The one-way messaging system that does not permit responses is problematic, and I feel the overall approach to patient contact could be improved. It would be beneficial if the practice offered various ways for patients to get in touch, rather than relying on a single communication channel.

No follow-up after test results came back

I attended an appointment regarding a health concern that was investigated through blood work and urine testing. However, I did not receive any communication confirming the results of these tests. More concerning is that my underlying condition remains unaddressed and untreated due to a lack of follow-up contact from the practice. When I inquired about my results, I was informed they came back normal, but this has not resolved my ongoing health issues. I feel that because the test results were clear, my concerns have been dismissed rather than properly addressed.

Prompt responses and considerate care throughout

I am genuinely grateful to the entire team at this practice for the professional and thoughtful care I have experienced over the past couple of years. My concerns have been addressed promptly, and the treatment I have received has been suitable and well-considered. This represents the NHS functioning at a high standard, though I recognise that many other elements of the service face significant challenges.

Booking failures resolved with genuine effort

I had a frustrating experience when I took time off work to bring my relative to an appointment. Upon arrival, I was informed that the appointment had not been recorded in the system. After rebooking, the same issue occurred again. When I arrived for the rescheduled visit, the staff indicated they were unavailable and suggested returning the following month, which was unacceptable given the inconvenience already caused. I was extremely disappointed with how matters were handled initially. However, the situation was eventually resolved satisfactorily. My relative is now receiving appropriate care support. Following the considerable effort made by the team to rectify the problems and address my concerns, I have revised my assessment to reflect my appreciation for their commitment to putting things right.

Reception staff could improve their patience

The receptionist was unhelpful and dismissive towards patients. It would be beneficial if they showed more patience and understanding, particularly with first-time visitors who may be unfamiliar with the practice layout. The remainder of the team provided excellent service, though addressing the reception experience would improve the overall visit.

Same-day responses made a real difference

Over the past several months, I have needed to visit my GP practice frequently, primarily through online triage and telephone consultations, with a small number of in-person appointments. The practice demonstrated excellent responsiveness, typically providing replies on the same day and often within hours. The health concerns I raised were promptly addressed through prescriptions, which were generally dispensed the same day, along with multiple repeat supplies as needed. The care I received was of a high standard, including support from the in-house physiotherapy service and a subsequent referral for specialist outpatient assessment at another NHS facility. I found that by providing clear information about my symptoms and suggesting approaches based on my own previous experience with similar issues, I was able to work collaboratively with the practice to receive exactly the information, guidance and treatment I required. After three months, my initial health concerns have resolved and appear unlikely to recur. A different issue then emerged, and whilst there was a slight wait for a face-to-face appointment, this reflected the triage system's appropriate assessment that my needs were less urgent at that time. The subsequent appointment provided a thorough explanation and summary of my symptoms based on recent NHS test results, leaving me with a clear understanding of my situation and reassurance that there are no serious concerns. I have been registered with this practice for over a decade, having transferred when my previous surgery merged. Throughout this time, I have consistently received excellent care. Whilst I am not a regular attender, typically visiting once yearly or less frequently (aside from the recent period mentioned), the staff have maintained a consistently high standard of service.

Quick to help with same-day solutions

I have been a patient at this practice for four years, and whenever I have encountered any concerns, the team has made efforts to address them promptly, with generally positive results. I would appreciate it if this standard of service could be maintained going forward.

Caring staff made a difficult time easier

The clinical staff and reception team were exceptional in their care of my late father. Thank you all so much.

Quick appointment and thorough assessment process

The triage process was excellent. I was able to see an advanced practitioner the same day. The appointment started ahead of schedule, and the assessment was comprehensive. I was very satisfied with the experience.

Staff helped resolve my appointment worry

I had concerns after an extended waiting period for a specialist appointment, as my hospital visit had been cancelled by the NHS. A member of staff made contact with the hospital, spoke with the relevant administrative team and was able to reassure me about the situation. Fast and efficient.

Quick online booking and same-day appointments

I have found the service and support provided here to be very satisfactory. On both occasions when I have submitted an online consultation request, I was able to see a clinician on the same day and received either a prescription or a hospital referral without delay. The reception staff and the clinicians I encountered were courteous and conducted themselves in a professional manner.

Phone staff made me feel like a nuisance

The phone manner was disappointing. It felt as though I was an inconvenience rather than someone seeking care. I'm concerned that there appear to be multiple comments about the attitude and empathy shown by front desk staff, yet there seems to be no improvement or acknowledgement of these concerns. It gives the impression that the practice may not be taking this feedback seriously.

Quick and efficient vaccination appointment

The vaccination appointment was swift and well-organised. The healthcare professional administering it was approachable and clearly skilled in their role, and the entire process took only a few minutes. The service was delivered with a high degree of professionalism throughout.

Well-organised vaccination clinic ran smoothly

I spent considerable time observing this practice during a recent Saturday vaccination clinic. The session commenced in the early morning when clinical staff, support workers, administrators and volunteers worked together to administer a large volume of immunisations to eligible patients. During the afternoon, some team members visited local care facilities to continue the vaccination programme. The clinic ran until late afternoon with minimal breaks for the staff involved. The event was thoroughly planned beforehand, which ensured the registration process, clinical procedures and record-keeping all operated smoothly. The entire day demonstrated excellent organisation and efficiency, with a positive atmosphere maintained throughout. The patients who attended appeared satisfied with their experience. The substantial team involved in delivering this service demonstrated considerable dedication and deserve recognition for their efforts.

Efficient and well organised Saturday appointment

I attended an appointment on Saturday and found the staff to be very efficient and well organised. The experience was handled well, as has consistently been the case.

Quick and efficient Saturday morning appointment

A very efficient operation for the vaccination appointment on Saturday morning. No queue, checked in, vaccinated and out in 2 minutes. Thank you.

Friendly reception and quick vaccination appointment

My spouse and I received our routine vaccinations on a Saturday. We were greeted warmly by the reception team, who provided excellent and efficient service with minimal waiting time. We appreciated the care and attention shown by all staff members involved in our visit.