Malvern Health Centre

Receptionists were helpful but doctors didn't listen

I would give zero stars if possible, so one star is the minimum. I believe my mother's death occurred prematurely as a result of care provided at this practice. I repeatedly raised concerns about changes to her feet and a persistent cough, which I felt were serious issues requiring urgent attention. Despite my frequent attempts to escalate these concerns to multiple clinicians, I felt they were dismissed and not taken seriously. I believe more could have been done had my concerns been properly addressed. The response to my mother's symptoms was limited, and I felt her condition was not managed appropriately. I would not recommend this practice to anyone. I believe the lack of responsiveness, listening, and appropriate care contributed to her passing. I have raised my concerns with the relevant regulatory body. The reception staff demonstrated greater understanding and support than the clinical team. I cannot in good conscience recommend entrusting your family members to this practice.

Long waits and dismissive staff left me unheard

I found the experience to be lacking in compassion and empathy. I felt treated dismissively throughout my visit, and did not receive the thorough assessment or support I was hoping for. I would rate this experience very poorly. After a lengthy wait, my appointment was brief and I left without receiving adequate help for my concerns. The clinician I saw appeared indifferent to my needs. The reception staff seemed to view patients as burdensome rather than as people deserving of care and attention. It would cost nothing to approach interactions with greater kindness and courtesy, yet this does not appear to be prioritised. The overall approach seems focused on limiting access to services rather than helping those who seek care. I feel the practice has moved away from the values that originally established it, when patient welfare was genuinely important. I would caution anyone seeking a diagnosis here, as I have concerns about the quality of clinical assessment available.

Reception staff showed little care for patient concerns

I would rate this practice extremely poorly if I could. I found the overall experience to be frustrating and felt the service fell short of expectations. The staff seemed disengaged and appeared reluctant to provide thorough assistance. While some clinicians were competent, others seemed to lack depth in their approach to diagnosis. The experience felt inconsistent depending on which clinician you saw, and there was no continuity of care with a regular practitioner. If you are comfortable with unpredictable service quality and feel your healthcare needs may not be prioritised, then this practice may be suitable for you.

Reception team handled busy appointment system well

The reception team were quite helpful and accommodating. It seems challenging to manage appointment scheduling given the increased patient numbers at this location. Overall, the service provided was satisfactory.

Long waits to reach the practice by phone

The telephone response service experiences significant delays, with callers typically waiting around an hour to speak with someone. One caller waited approximately twenty-five minutes. Additionally, email inquiries receive only automated responses rather than being actively reviewed by staff.

Receptionist hung up during urgent booking call

I was disappointed with the appointment availability when seeking urgent care for a child with respiratory concerns, as the waiting period felt too lengthy for the severity of the situation. Additionally, I found the interaction with reception staff to be frustrating, as I felt unheard during the conversation and the call ended abruptly in a manner that left me upset.

Easy switch to a new practice

I recently relocated to Malvern and was pleasantly surprised by how straightforward the process was to switch to a new GP practice. The reception staff member was particularly pleasant and provided helpful assistance.

Prescription requests repeatedly delayed without explanation

Extremely poor service. My blood pressure medication is consistently not sent to the pharmacy promptly. I have once again today found myself without medication, which means my condition will likely worsen simply because prescriptions are not being processed in a timely manner. I have requested to switch to a postal delivery option but this has not been accommodated within an acceptable timeframe. I have also attempted to register with alternative practices but have not received a response. I genuinely question the value of my contributions given the level of service received. The practice should seriously reconsider their prescription management procedures. Very disappointing experience overall.

Reception staff were kind despite busy clinic

The team demonstrates genuine dedication and maintains a compassionate approach even when managing heavy workloads and time pressures. My visits have consistently been positive, and I'm grateful for the welcoming and helpful attitude shown by the front desk staff.

Prescription requests met with frustrating delays

Obtaining prescriptions from this practice has proven to be a challenging experience. The service fell short of expectations, with staff citing technical difficulties as a reason for delays. It seems surprising that a medical facility would not have contingency measures in place for such situations. Additionally, some of the telephone staff came across as somewhat distant and unhelpful during interactions.

Difficult to book appointments, unhelpful phone staff

Accessing appointments at this practice is challenging. I was unable to secure a timely slot and subsequently attended a minor injuries unit, where I was referred to the emergency department for a suspected circulatory concern. The practice did not deem an appointment necessary at that time. The telephone reception staff have consistently come across as discourteous, dismissive and unwilling to assist.

Easy to talk to and gets things sorted

Have to say the clinician was brilliant, so easy to talk to and they sorted things quickly - they literally do what it says on the tin! Brilliant, thank you.

Parking's great but waiting times drag on

Parking facilities are excellent and spacious. The staff are satisfactory. However, waiting times are problematic, as appointment schedules do not appear to be maintained reliably. Appointment booking has not been personally experienced.

Long wait for dermatology appointments due to facility issues

There has been no dermatology clinic availability since September, which has resulted in a significant buildup of patients awaiting appointments. We have experienced a lengthy wait and have subsequently been informed that appointments are not currently being offered due to facility access issues affecting the dermatology service. It appears unlikely that appointment slots will become available in the near future.

Poor experience with long waiting times

The experience at this practice has consistently been unsatisfactory.

Same-day phone appointments made all the difference

The entire team, including reception staff, clinicians, and nursing professionals, have provided outstanding care over the past two years. Whenever appointments have been necessary, I have been able to see appropriate healthcare professionals promptly. Phone appointments have consistently been available on the same day of contact, which has been particularly valuable given our family circumstances regarding health vulnerabilities. Locum clinicians have also been excellent. During a holiday abroad last summer, I became unwell and was unable to access local medical services, having to remain outside the surgery. My husband had to collect me late that evening as no one would provide a consultation. When I contacted the practice the following morning, I was seen by a locum clinician who prescribed appropriate treatment. One clinician even made a follow-up call to me in the evening. It is important to remember that healthcare professionals are people too, experiencing their own pressures and fatigue. Over the past two years, they have worked tirelessly to provide care whilst managing significant stress. We sometimes overlook this when we are concerned about our own health or that of loved ones. We are deeply grateful for everything the practice has done for our family during this period.

Receptionist went the extra mile for me

I would like to express my appreciation to the administrative team and the receptionist at the local health centre who provided assistance during my visit today. The receptionist was very accommodating and willing to help, despite the matter taking a considerable amount of time to resolve. Throughout the process, they made me feel welcome and did not give the impression that I was imposing on them.

Reception staff were dismissive and unhelpful

I would rate this experience much lower if possible. I needed to speak with three different members of the reception team today after being unable to reach anyone by telephone, so I had to visit in person. Unfortunately, I found them to be discourteous, uncooperative, and unhelpful throughout my interactions.

Reception made me feel guilty about requesting help

I've been treated poorly and made to feel bad for requesting a telephone appointment. I had urgent blood work and an endoscopy that were supposed to be completed within 48 hours for the blood work, but it took 8 days, and the endoscopy took 2 weeks to arrange, which then took over a month to complete. The reception staff have been unhelpful to me and assured me last week that a clinician would call me today, but this didn't happen on three separate occasions. I now have a condition requiring treatment, and I'm concerned I won't receive the promised call back. I'm unable to phone the practice due to my mental health difficulties, and this situation has made everything feel worse. I'm escalating this matter through official channels rather than pursuing internal complaints, as I understand previous attempts through that route have not resulted in changes. If you're dissatisfied with the care you've received at this surgery, I would encourage you to report your concerns through the appropriate regulatory bodies. Based on my previous experience working in the NHS, I believe this is the most effective way to achieve improvements. Take care.

Phone locums don't check your medical history

Disappointing experience, as it seems difficult to see the same healthcare professionals anymore. Phone consultations with temporary staff often feel rushed, and there's a sense that medical history isn't always thoroughly reviewed beforehand. It's unfortunate that the practice has changed significantly over time following a merger, and while there are capable team members, there have been instances where things haven't gone smoothly.