Malvern Health Centre

Reception staff attitude has become increasingly rude

It saddens me greatly, having attended this practice for over 43 years, to report that it has undergone a significant decline. The demeanour and approach of a substantial portion of the staff during my recent visits has been disappointing. I want to emphasise that the nursing team have consistently demonstrated excellence. They go well beyond expectations to ensure patients feel comfortable and at ease, maintaining this standard regardless of circumstances. However, the broader shift in personnel has fundamentally altered the atmosphere of the practice. Both of the clinical practitioners I have seen have been outstanding. They are always willing to help and provide thoughtful, attentive care, treatment and guidance. Unfortunately, that represents the extent of my positive experiences. The reception and administrative staff have shown inconsistency in their professionalism, frequently appearing unwelcoming during my interactions with them. I have been discouraged from attempting to reach clinical staff and have felt judged regarding my personal circumstances. I have also experienced dismissive behaviour on multiple occasions. I have raised concerns with the practice management on several occasions, yet there has been no discernible improvement. I once heard it said that people should pursue work they are passionate about or consider moving on. I would echo this sentiment here. Several members of staff appear to be simply fulfilling their duties without genuine engagement. My final visit, which I have decided will be my last, was for routine vaccinations. The nursing staff member ensured my wellbeing throughout, but when I requested assistance completing a form with specific details, having been assured this would be acceptable by reception staff, the clinical practitioner responded with visible irritation and declined to help. She subsequently observed the nursing staff administer the vaccinations and nothing more. There was no documentation, no clinical notes recorded, no other activity. She simply watched. Fortunately, the nursing staff member suggested I could access the necessary information through the NHS app, which I am comfortable using. That was the final moment for me. I remain grateful and respectful towards all the clinical and nursing staff I have encountered at this practice over the years, and particularly those few who continue to provide genuine care at the current location.

Long phone queues and delayed test results

Expect to spend considerable time on hold when attempting to reach the practice. Once you do connect, there may be a substantial wait before receiving a callback from the clinician. If laboratory samples are required, be prepared for delays beyond the stated timeframe. Results that are quoted as available within two days typically take considerably longer to arrive. Communication from the clinical team could be improved. There have been instances where stated treatment plans differ from what is ultimately provided.

Declined service and poor communication throughout

The experience at this practice has deteriorated significantly from what it once was. When I attended with a respiratory concern, I was not given an in-person consultation and instead received a remote assessment followed by a prescription that proved ineffective for an extended period. I subsequently secured an urgent appointment with another clinician who acknowledged there was a genuine issue requiring investigation. Imaging was arranged for the following day but did not take place until two days later. The results were stated to be available within 24 hours, yet several days passed without receiving them. Throughout this process, there were repeated instances of unclear or contradictory information provided by reception staff.

Quick and well-organised flu appointment process

I recently attended an appointment for a vaccination and found the process to be remarkably streamlined. My vital signs were checked, I completed the necessary documentation, was guided to the treatment area, and the procedure was completed swiftly before being directed out through an alternative exit. The whole experience was very quick and efficient. The facility itself is well-appointed with ample parking available and features a bright, spacious layout that feels welcoming and comfortable.

Well organised vaccine clinic with minimal wait

Received a vaccination at this practice recently. There was a short wait of approximately 10 minutes before being seen. The procedure itself was completely painless. The entire process was very well coordinated and efficiently run.

Spacious building but felt overpriced

The premises are notably large and expansious relative to the operational requirements. The building appears to represent a considerable financial investment that may not be fully utilised given its scale.

Better than the other practice nearby

Better than the other practice.

Appointment system requires early morning visits

I have been attending this practice for a considerable time and have consistently experienced high-quality care from the entire team. That said, there are challenges with the appointment booking process. The practice is in high demand, which makes securing an appointment via telephone quite challenging. In most cases, you need to visit in person to speak with reception staff. Even when you do attend, arriving late in the day means you may miss out on getting seen that same day. Since only same-day urgent slots are available, you might be advised to return the following day if you cannot be accommodated. It is therefore advisable to arrive early to improve your chances of being seen.

Couldn't get through on the phone line

I attempted to contact the practice on multiple occasions this morning, positioning myself ready to call as soon as the lines opened. However, I was immediately met with a message indicating high call volumes and was disconnected without the option to wait in a queue. This is now the third consecutive day I have tried to reach the practice without success. The situation is extremely frustrating.

Felt truly listened to and helped

If you are going to visit this practice, I would recommend seeing the particular clinician I consulted. They were the only one who demonstrated genuine care throughout my experience. I have seen several practitioners at this surgery, and while others seemed to simply prescribe medication and conclude the appointment, this clinician went above and beyond to explore different approaches to help me. I am genuinely grateful for their thorough and compassionate approach to my care.

Helpful and responsive in emergencies

I have received care at this practice for a considerable period and have consistently found the team to be very supportive, particularly when I have needed urgent assistance.

Impossible to book an appointment here

This health centre is extremely difficult to get an appointment with. On every occasion I have attempted to book, I have been unsuccessful.

Impressed by the attentive care and listening

An excellent medical practice that has impressed me greatly. I was pleasantly surprised by the professionalism and attentiveness demonstrated throughout my visits. Highly recommended.

Quick appointment and friendly reception staff

I have nothing but praise for the centre. I was seen promptly, the clinician was excellent, the reception staff were very friendly and efficient, the follow-up care was seamless, and the parking and overall environment within the building represented a significant improvement compared to the previous location.

Couldn't get an appointment for five weeks

The earliest available appointment slot with any clinician was five weeks away. It's difficult to see how this timeframe serves patients effectively.

Website problems delayed my prescription request

I have been unable to access the website since Friday and will now need to wait until tomorrow to submit my repeat prescription request. This has resulted in a four-day delay, which is disappointing given that the online system is supposed to be more convenient and efficient.

Impossible to reach by phone anymore

I had to make numerous phone calls just to reach someone for a conversation. The service quality appears to have declined significantly, to the point where it feels like a substantial change from previous standards. The rating seems to have dropped considerably from what it was previously, and this experience has affected my confidence in using the practice again. I'm unlikely to attempt contacting them in the future.