Middle Chare Medical Group

Car park chaos ruined our appointment

If I could give no stars I would! The car park situation is problematic as it is consistently full, yet it appears many of those parked vehicles do not belong to people attending the surgery. I arrived for a scheduled appointment at the clinic only to be informed it was not running that day. This was extremely frustrating. I am actively seeking alternative healthcare provision.

Friendly staff made me feel well looked after

Outstanding medical practice. Every member of the team is wonderful and delivers excellent standards of care. I would definitely suggest this practice to anyone I know who is looking for healthcare services.

Reception staff could be more welcoming

The receptionist at the front desk displayed a manner that I found to be discourteous and lacking in professionalism. I was surprised by this standard of service.

Phone queue left me hanging without resolution

Experienced a lengthy wait time in the queue before the call was disconnected. Found this to be quite disappointing.

Impossible to get through on the phone

Called repeatedly this morning with the telephone line remaining engaged throughout. The team members are generally accommodating when contact is eventually established, however the difficulty in reaching the practice most of the time often results in abandoning attempts, which can allow health concerns to deteriorate.

Friendly reception made the visit pleasant

Attended an appointment this morning and cannot speak highly enough of the treatment received. The reception team and pharmacy staff at the practice were exceptionally friendly and helpful throughout. Would recommend without hesitation.

Phone lines won't open until after you've called repeatedly

Getting same-day appointments after 9AM appears to be extremely difficult, with the practice recommending calls at 8AM. However, the phones do not seem to be answered at that time, requiring repeated attempts to reach someone. For those who begin work at 8AM, this creates a significant barrier, as taking time off work becomes necessary just to attempt booking an appointment, with no certainty of success. On one occasion, it took approximately 40 calls before the line was answered. After finally getting through, there was a queue with minimal wait ahead, yet this queue lasted around 23 minutes. Upon reaching the front, there were no available appointments remaining for that day, meaning over an hour had been spent without achieving the goal. The practice does not offer an online appointment booking system, which is now standard at most GP surgeries. Having used this practice for many years and previously found it satisfactory, returning after time away has made it apparent how outdated and impractical the current appointment system has become.

Reception team made booking really easy

Excellent practice. I have nothing but good things to report. The front desk team are very supportive and the healthcare professionals are outstanding.

Quick appointment despite busy phone lines

I appreciate being seen at short notice. I understand the phone lines are challenging to reach, particularly during busy periods. The entire team, including reception, nursing, and clinical staff, demonstrated politeness and professionalism throughout. The clinician provided helpful guidance to manage my symptoms during our consultation and promptly arranged necessary testing. Thank you, and best wishes for the year ahead.

Friendly staff who really listen

Excellent medical professionals who are very approachable and welcoming.

Helpful reception staff made the difference

Consistently delivering excellent service

Documents went missing during registration process

The practice appeared disorganised with registration processes not being handled promptly, and documentation went missing for multiple patients I am aware of.

Struggling to get through on the phone

I have been attempting to secure an appointment since early morning without success in reaching the practice. When I finally manage to connect, the call drops. There must be a more effective system in place for this process. It appears I will need to wait another day before I can see a healthcare professional.

Online booking system works well here

I have consistently had a positive experience with this practice. The online consultation system is straightforward and accessible, and clinical staff respond promptly to enquiries. The practitioners at this surgery have consistently demonstrated their commitment to providing thorough care for both myself and my family members. It is worth noting that this is a busy practice serving a large patient population across multiple locations, which helps contextualise the service provided.

Long waits and misleading queue information

Experienced a lengthy wait on hold exceeding sixty minutes, which has happened on previous occasions as well. Was informed of being at the front of the queue, though this status appeared to remain unchanged for half an hour afterwards.

Online forms beat the phone queue hassle

I have been attending this surgery for many years and have consistently been satisfied with the standard of care and service provided to myself and my family. I understand that the current situation presents challenges and there are complaints about telephone accessibility, however I would encourage people to use the online consultation form available on the website. It is straightforward to complete and a response can be expected within a day. This is genuinely a valuable service! The team work hard and are doing their best given the pressures they face, and there is an alternative way to make contact that works well.

Appointment system doesn't work for shift workers

It's difficult to secure an appointment unless you're not in employment or retired, which makes it unsuitable for those working irregular hours. The management approach was disappointing, and there seemed to be a negative reaction when feedback was provided. I would recommend considering alternative healthcare providers.

Hard to book an appointment when you're ill

You need to schedule your illness in advance as it is difficult to obtain an appointment with a clinician in person.

Got through quickly and seen promptly

Called on a Monday morning and was able to reach the practice immediately. An appointment was available within an hour, during which I explained my symptoms and received treatment. The service provided was excellent. Thank you.

Easy to book same-day appointments here

Excellent experience, I'm always able to secure an appointment at a time that suits me and the team members are welcoming and supportive!