Mathukia's Surgery

Worst experience ever with terrible customer support

Absolutely appalling service, I wish there was a way to give zero stars 😕

Terrible healthcare service that needs immediate improvement

Absolutely terrible healthcare practice that desperately needs new management. I'm shocked the local council hasn't intervened yet. The staff are completely incompetent and unprofessional, abruptly ending phone conversations. The doctors are useless, consistently attributing every medical issue to genetics. It's impossible to get a simple blood test requisition because the staff are perpetually on lunch break.

Terrible service and dangerous medical misinformation

The core issue is that the situation continues to deteriorate, not improve. I encountered a receptionist attempting to provide advice about my medication without any understanding of my specific medical condition or personal health needs. If the rating system allowed, I would have assigned zero stars to reflect my frustration.

Worst customer service ever unprofessional delay

The service is utterly abysmal. I contacted the receptionist precisely when they opened at 9 am, explaining my situation, and they assured me a doctor would reach out after 12 o'clock. However, it's now 9:47 PM, and I still haven't received a call. I followed up after 3 hours, and they casually claimed the doctor was running behind. I called again, and they repeated that the doctor should contact me soon, but it's already 9:47 PM. Their conduct is completely unacceptable, and they are extremely unprofessional.

Wasted day and broken medical appointment promise

I'm utterly frustrated by the healthcare service I encountered today. After waiting weeks to secure a GP appointment (which everyone knows is incredibly challenging in the current system), I finally reached my scheduled time. I arrived and checked in promptly at 9:30am, only to be informed at 10:05am that my appointment was cancelled due to an emergency. To attend this appointment, I had taken a precious day off work, and now I was simply told that someone would contact me next week to reschedule. I'm bewildered by the lack of professional courtesy - if a doctor knows they cannot maintain a 9:30am appointment, why not provide advance notice? Instead, I was left stranded, unable to see another physician, and my entire day was essentially wasted.

Terrible service and broken promises from doctors

In the past, this medical facility was excellent, with compassionate staff and skilled physicians. However, it has now deteriorated into a frustrating experience for numerous reasons. The problems begin the moment you attempt to contact them, with staff answering calls using an incredibly rude and unprofessional tone, completely lacking basic courtesy. Their appointment scheduling has become a nightmare, with representatives seemingly unable to book a consultation. Even if you miraculously secure an appointment, it's typically a brief telephone consultation where a so-called doctor promises to send a prescription to the pharmacy, which invariably fails to materialize. Consequently, patients are left exactly where they started, feeling unwell and completely let down. I'm compelled to ask: why do you continue operating in a manner that appears designed solely to aggravate and inconvenience people? Your current approach seems more focused on creating obstacles than providing genuine healthcare support.

Decent service but needs more proactive communication

Somewhat sluggish service - needs persistent follow-up to get tasks completed.

Terrible service and attitude at this medical practice

A handful of decent general practitioners like Dr. Seema and Dr. Mathukia stand out, but the majority of the staff display a discourteous demeanor. The reception team particularly lacks professionalism and interpersonal skills, consistently demonstrating a terrible approach when interacting with patients.

Terrible receptionists ruin great medical practice

I've been associated with this medical practice since birth, along with my whole family. The Mathukia physicians have consistently been exceptional and incredibly supportive of my parents' complex health requirements. However, recently, since changes in the reception staff, the quality of service has significantly declined. The receptionist named Pam, in particular, is incredibly rude and unprofessionally hung up on me during a call due to communication difficulties. While some receptionists are wonderful, it's deeply disappointing that certain individuals abuse their position of power when managing people's healthcare access. I am determined to escalate this issue because no patient should ever feel degraded or uncomfortable when attempting to contact their general practitioner, and such conduct is completely unacceptable.

Zainab needs compassion and customer care skills

Zainab at the reception could benefit from improved customer service skills. In a healthcare setting serving individuals who are fragile and ill, I anticipate a higher standard of understanding and empathy. Compassionate communication is crucial, especially when delivering challenging information. Zainab, please enhance your approach to patient interactions.

Frustrating medical care with unhelpful front desk

Medical professionals are competent, but communication is incredibly challenging! The front desk personnel provide subpar assistance and customer service.

Disappointing service from once trusted local gp

I've been with this medical practice for almost a decade and a half, and while it used to be excellent, the quality has significantly declined. The Mathukia doctors remain compassionate and genuinely concerned about patients, but the receptionist staff create significant barriers. Getting through to them is incredibly challenging. The reception team tends to dictate what steps you should take rather than provide meaningful assistance. I understand the NHS is under immense pressure, and I respect their hard work, but when someone is genuinely suffering, they need support. People only seek medical consultation when they're experiencing real physical distress, so why can't the receptionists be more helpful and understanding? I sincerely hope they will recognize this and improve their approach to patient care.

Terrible service from a miserable front desk staff

Seriously, what's the deal with the receptionist's attitude? They behave as if every interaction is a catastrophic event, and it seems like all receptionists are unpleasant while the doctors remain courteous. I can't comprehend why someone would work in a customer service role if they're unwilling to be helpful. It's consistently the same scenario with female staff members being abrasive on the phone, mechanically repeating questions instead of actually listening to patients. After reviewing other experiences and seeing that everyone is encountering identical issues, I'm convinced it's time to escalate this to the workplace management and human resources. Fortunately, I have substantial documentation to support my complaint.

Worst medical experience ever terrible staff attitude

I wouldn't even award this medical practice a single star if I could. The reception team's attitude is so appalling that it completely discourages patients from seeking necessary healthcare. Their unprofessional approach is making me seriously consider filing a formal complaint with NHS England and the Care Quality Commission.

Terrible healthcare service with rude and unhelpful staff

The service quality is extremely disappointing. Previously, their appointment booking process was flexible, but now they've implemented strict time-specific calling requirements. The earliest available appointment is a staggering 10 to 14 days away, which is practically life-threatening for someone needing urgent medical attention. Moreover, the staff's demeanor is shockingly rude and completely unprofessional, demonstrating a total lack of basic interpersonal skills and patient care ethics. I am thoroughly frustrated and dissatisfied with the service provided by Mathukia surgery.

Frustrating experience with unhelpful medical staff

Medical professionals are competent, but the front desk personnel are incredibly unprofessional and seem completely untrained in basic customer service skills. The pharmacist forwarded the repeat prescription to the clinic over a week and a half ago, yet I still haven't received my medication.

Mixed experience with caring doctors and unhelpful staff

The medical professionals at this practice demonstrate compassion and competence. However, the administrative side falls significantly short. Attempting to communicate with the reception team is consistently frustrating. Requesting repeated medication refills is equally challenging. Each phone interaction yields conflicting information. Their standard response is to direct patients to email, promising resolution within two days—a commitment they invariably fail to honor.

Fantastic gp with great doctors and helpful staff

I'm going to provide a comprehensive review, so please bear with me. I've been a patient at this GP practice for three years now, and I've consistently had a smooth experience with appointments - simply by calling at the right time. Most of the doctors are exceptionally supportive, with two standouts: Doctor Seema and Doctor Ali. Dr. Seema has an incredible ability to make patients feel better through her genuine empathy, which is truly remarkable. I've recently started consulting Dr. Ali, who impresses me with his calm demeanor and wonderful personality. He's also an excellent medical professional. What sets these doctors apart is their ability to truly listen and understand their patients. I have no intention of changing my GP as long as these doctors are practicing here. The nursing staff are equally commendable, maintaining a high standard of professionalism. My only criticism is with the reception staff, who often come across as discourteous both in person and on the phone. I recognize their job is demanding, but when someone is calling - often when they're unwell and vulnerable - a little kindness goes a long way. Simple courtesies like saying "thank you," "welcome," or "sorry" can significantly improve patients' perceptions of the practice. To the doctors: you're doing an outstanding job, and I hope you continue your excellent work. A heartfelt thank you to all, with special appreciation to my two favorite doctors for being truly awesome.

Terrible experience with painful and ineffective treatment

Absolute nightmare of a surgical procedure. Completely not worth considering.

Worst medical experience of my miserable life

This medical practice is absolutely abysmal. The staff display an appalling level of unprofessionalism, completely disregarding patient well-being and routinely engaging in deceitful practices. They brazenly cancel appointments without any communication, demonstrating a shocking lack of basic courtesy. The list of their incompetence and indifference is so extensive it would be exhausting to detail fully. Patients should steer clear of this surgery at all costs, and the NHS ought to investigate and potentially shut down their operations. While a couple of physicians like doctor Ali and doctor Daniya seem competent, the utterly useless reception staff consistently prevent patients from accessing these decent doctors. This general practice is so monumentally terrible that they don't even merit the most minimal rating possible.