Middle Chare Medical Group

Dismissed concerns about daughter's serious illness

I'm really struggling with what to do in this situation. I arranged an appointment for my daughter when she was quite poorly, presenting with sickness, a high temperature, and a sore throat. At the consultation, I was told it was viral in nature and that there was limited intervention available. I was also advised against using a particular fever-reducing medication for her temperature. We subsequently went away on holiday, during which her condition deteriorated significantly. She developed a widespread rash across her body, her throat symptoms worsened, and her temperature increased further. We sought medical attention while away, and the care she received there appeared more beneficial. Upon returning home, her skin condition continued to worsen and her sore throat persisted, so I booked another appointment in early March with the same healthcare provider. Unfortunately, the approach remained similar, and I felt the response was inadequate for her needs. A skin condition was identified and a topical treatment was prescribed. After using this treatment for a week, there has been minimal improvement. Her temperature remains elevated, her throat remains swollen, and I'm concerned that seeking further appointments will result in the same lack of progress.

Unfriendly staff and impossible appointment booking system

The staff demeanor was unwelcoming and unhelpful rather than friendly. The practice operates with a consistently full schedule from opening hours, making it difficult to secure appointments even in the near future. The suggested approach involves calling repeatedly each morning with the possibility of obtaining an appointment after several weeks of attempts. This approach feels unprofessional and deeply frustrating, particularly for those requiring timely medical care. Having recently relocated to the area, we selected this GP practice due to its convenient location for our household. However, following our interactions thus far, we have decided to seek alternative GP services in hopes of receiving a more satisfactory experience.

Felt genuinely listened to and welcomed here

Good afternoon I wanted to share how pleased both I and my children have been with the care we have received at this practice. Throughout my three decades of attending general practice appointments, I have rarely experienced such a welcoming and attentive approach. The clinician we saw was truly exceptional. My daughter attended an appointment today and afterwards spontaneously expressed her fondness for the experience and the healthcare professional she saw. The approach was characterised by kindness, genuine care, and compassion, whilst remaining efficient and focused. This level of service is a real asset to the NHS and I felt it was important to acknowledge and appreciate the quality of care provided. Thank you

Phone queue system needs serious fixing

There are significant issues with the appointment booking process. The telephone queuing system appears to be unreliable. After submitting an online consultation form, I was advised that my concern required a phone call instead. I spent considerable time attempting to reach someone by phone, reaching the front of the queue on multiple occasions only to have the connection fail each time. This occurred despite calling at an early time in the morning. The overall experience was frustrating and inefficient.

Didn't feel heard during my appointment

I found the service to be disappointing and felt that the level of attention I received was inadequate. I did not feel heard regarding my concerns, and they did not appear to be treated with appropriate seriousness. On the whole, my experience was unsatisfactory.

All appointments gone by eight in the morning

Over the past several occasions when I've attempted to contact the practice first thing in the morning, all available slots have been fully booked by that point, despite the surgery not permitting advance bookings from the previous day. It appears illogical that no appointments remain available at the start of business hours. Additionally, the online consultation system appears to be malfunctioning, preventing access to appointments through that channel. I've also noticed that reception staff do not proactively verify whether appointments are accessible at the outsourced location without being specifically prompted to do so, despite the practice utilising this service. The reception experience has been consistently frustrating. Staff members have come across as dismissive, provided curt responses, and ended calls abruptly while I was attempting to say goodbye. This has made interactions unpleasant, and it appears other patients have experienced similar treatment. It's concerning that these communication issues don't appear to have been addressed.

Long-term patient appreciates the caring approach

I'm unable to understand the negative feedback mentioned below. I've been attending this practice for many years, which perhaps speaks for itself. My experiences here have consistently been positive. I can only imagine that those leaving critical comments may be going through difficult circumstances, and whether intentionally or not, they may be directing their frustration elsewhere. Some of the remarks made are quite hurtful and potentially harmful. I won't identify specific individuals, but I do want to acknowledge that one member of staff showed considerable compassion during a particularly distressing moment when I received unexpected news about my care. Their intervention and support at that time made a significant difference to my wellbeing.

Reception staff made us feel genuinely welcome

I have been attending this practice for more than three decades. Throughout this time, my family and I have consistently received excellent care whenever required. The front desk team have always been remarkably supportive and welcoming. The clinical nursing staff demonstrate genuine kindness and thoughtfulness, and on the occasions I have needed medical consultations, the practitioners have been outstanding. I recently engaged with the specialist team for hormonal health support, and their assistance has made a meaningful difference to my wellbeing, which prompted me to share this positive feedback. I am grateful to all the staff at the practice.

Couldn't get urgent follow-up appointment after hospital discharge

If I could give it a 0 I would, my family member experienced a serious health event recently. They attended hospital and after a lengthy wait were discharged with instructions to arrange follow-up appointments through their GP practice. When contacting the practice to book these appointments, they were advised to call back after a holiday period. When they eventually got through, they were told the practice could not see them and were instructed to contact emergency services if their condition deteriorated. This experience has been extremely frustrating.

Long waits and poor communication throughout

A disappointing experience at this surgery. I would not recommend it. The issues seem to extend throughout the entire practice.

eConsult submitted but no response received

I seldom require medical appointments, but on this occasion, I found it difficult to reach the practice by phone. I therefore decided to use the online consultation service and got confirmation that my submission had been received. After waiting for a couple of days without hearing back, I became disappointed and worried about the absence of a reply. Prompt medical support is important, and I would appreciate it if the practice would consider examining its procedures to improve how it communicates with patients and delivers care going forward.

Difficult to reach and prescription request refused

Additional- Feb 2025 - A recently joined clinician has chosen to prioritise clinical guidelines over consideration of established patient history. My father had an emergency imaging appointment arranged by the local hospital for this weekend. Given his previous experiences with anxiety during such procedures, for which he had previously received supportive medication, my father requested a prescription from the surgery for the same medication. The hospital advised he should obtain this from his GP. However, the clinician declined to issue this prescription, citing adherence to guidelines and appearing to disregard my father's documented medical history, which was available for review. My father now faces the possibility of significant distress during an important diagnostic scan ahead of planned surgery in two weeks. This situation raises concerns about the principle of minimising patient harm. I have also experienced a concerning approach from this clinician recently, including a dismissive response when discussing health concerns. There appears to be a broader attitude issue within the practice regarding patient-centred care. A formal complaint will be escalated through appropriate channels. Previous Review - A nurse practitioner has provided excellent care and demonstrated genuine commitment, however the practice would benefit from improved management structures. There appears to be frequent staff turnover among doctors. The e-consultation system seems ineffective when responses simply direct patients to book appointments by phone. It is difficult to reach the practice unless one is available to call repeatedly from opening time, which is impractical for those working standard hours.

Phone queue delays made urgent care difficult

Attended for a blood test on Thursday and mentioned that a persistent cough had returned following a chest x-ray conducted the previous year. I was directed to speak with reception about arranging an appointment to see a clinician the following morning. As expected, I was informed that I would need to call at 8am to book the appointment. When I called at that time, I was advised I was 16th in the queue. After eventually getting through, I explained my situation only to be told that no appointments were available and was directed to contact 111 for an emergency appointment. I found this process frustrating and concerning, and felt that the situation reflected broader issues with access to timely care.

Impossible to get through on the phone

This practice has been extremely disappointing. There never seem to be any available slots, and when contacting the surgery, you're consistently advised to call back at 8am the following day only to receive the same response. Additionally, there's a frustrating issue with calls being disconnected when you finally reach the front of the queue. The appointment access situation feels urgently in need of improvement.

Impossible to book appointments in advance

Unable to schedule appointments ahead of time, as I was instructed to call at opening time to secure a same-day slot. I took time off work to make this call, but after ringing just after 8am, I have been on hold for over 2.5 hours without managing to connect with anyone.

Reception staff could be more welcoming

The staff member was unhelpful and displayed unprofessional behaviour during my visit.

Calls kept getting cut off immediately

I have attempted to contact the practice on several occasions. Despite being at the front of the queue, calls have been answered but then immediately disconnected.

Phone lines repeatedly cut off when trying to reach surgery

I have found this surgery to be deeply unsatisfactory. Getting through to reception is extremely difficult, with calls frequently being disconnected when staff are occupied, and they seem unwilling to acknowledge these issues. The clinical staff at the practice have come across as dismissive and lacking in compassion towards patients. Appointments feel rushed, lasting only a couple of minutes, with little genuine engagement with what patients are saying, and there appears to be a tendency to offer superficial solutions rather than addressing underlying concerns. My experience with this practice has left me feeling that my healthcare needs have not been adequately met, and I am considering exploring further options regarding my care.

Helpful staff made me feel supported

Excellent practice with consistently helpful staff throughout all departments. Nothing but positive feedback from my experience across multiple visits. Very satisfied with my choice to register here. The team has supported me through both routine and serious health matters. Outstanding service.

Quick appointment and thorough examination provided

Called the surgery and obtained an appointment the same day for my daughter. We were seen by a nurse practitioner who provided excellent care. They conducted a comprehensive examination and offered reassurance. They also recommended some topical treatments to help with ongoing skin management, which was a separate concern from the primary reason for our visit.