Middle Chare Medical Group

Receptionists made us feel like people, not numbers

We primarily attend the branch location of this practice and find it to be absolutely excellent. The reception team are remarkably supportive and attentive, consistently making us feel valued as individuals rather than just appointment slots. The nursing staff are equally impressive. The clinical support and attention provided by the doctors rounds out what we consider to be an outstanding service overall. We have nothing but positive things to say about the team. We occasionally visit the other location within the practice, and our experiences there have also been very positive whenever we have needed to attend.

Appointment booking was frustratingly difficult

It has been very difficult to secure an appointment, and the visits themselves have not been particularly helpful. After attending twice within a short timeframe, I was advised that it was premature to reach a conclusion, which felt contradictory given that I had been encouraged to return for follow-up. I did not feel that my concerns were adequately addressed during these consultations.

Impossible to get through on the phone

I'm considering switching to a different practice. It's extremely difficult to get through and book appointments. When you do manage to secure one, you're often told there's nothing available and asked to call back the next day, which feels repetitive. When I've raised concerns about my children's health, I've been directed to purchase over-the-counter products rather than being offered prescriptions, despite children being eligible for free prescriptions. I've previously received medication that didn't seem appropriate from a practitioner and had to push quite hard to get the antibiotics I felt my young son needed. I have doubts about the clinical decision-making at the practice. My daughter had an eye infection and was repeatedly advised to buy over-the-counter allergy sprays, but once I persisted and obtained the treatment I believed was necessary, her condition resolved quickly.

Helpful staff despite tricky phone booking

I'm very satisfied with the care provided by the practice - both the front desk staff and clinical team are consistently helpful and friendly. While there can be challenges reaching the practice by telephone to arrange appointments and an improved queuing system would be beneficial, the quality of service received once you connect is excellent.

Quick appointment after a simple phone call

I appreciated the excellent service and was able to secure a prompt appointment with a friendly healthcare professional. Within three hours of making my initial call, I had received my prescription and begun my course of medication.

Impossible to get through on the phone

The practice has been disappointing recently. Both my family member and I have struggled to secure appointments, as it is consistently difficult to get through on the phone. When callbacks are eventually offered, the timing often doesn't work with my availability. The overall experience has been quite frustrating.

Friendly staff who really go the extra mile

The team consistently demonstrates a warm and professional approach, making me feel well-supported throughout my visits. The staff members regularly exceed expectations in their willingness to assist.

Friendly reception made the visit worthwhile

Outstanding surgery that deserves the highest commendation for their exceptional service.

Prescription change request wasn't followed through

I contacted the practice on two occasions regarding switching my medication from one tablet shape to a different one. Both times I was assured the change would be made and documented in my records. However, when I collected my prescription from the pharmacy, it was dispensed in the original tablet shape rather than the requested alternative, despite the practice having provided instructions for the change.

Long waits but staff genuinely care

The quality of care and supportive environment provided exceeds what some previous feedback suggests. Certainly there are delays in reaching someone by phone and in obtaining appointments, however when taking into account the ongoing pressures facing the service and the substantial patient population they manage, the practice performs impressively well.

Same-day appointment when I needed it most

I wanted to share some positive feedback to balance out the critical comments I've seen in other reviews. I had an appointment today and was really pleased with my experience. I've been dealing with a significant health issue lately and needed urgent medical attention today due to a setback in my condition. I was able to get a same-day appointment with the on-call clinician. The healthcare professional who saw me was someone I hadn't encountered before, but she was genuinely kind and gave my case thorough attention. Following my consultation, the reception team checked in on how I was feeling, and it was clear they had made a note of my earlier call to book the appointment. Overall, it was an excellent experience, consistent with the standard of care I've come to expect from this practice. While the NHS faces considerable criticism these days, the staff here are genuinely committed to providing the best care they can despite the challenging circumstances they're working within.

Reception staff dismissive about appointment availability

**** LOW RATINGS FOR A REASON**** I have decided to leave this surgery and go elsewhere due to the attitude of the receptionist. Very abrupt and rude person, very unhelpful, just kept abruptly saying "I've got nothing" when I enquired about availability. I was told that no appointments were available for the remainder of the month when there were still several weeks left. When I asked if I could pre book for the following month I was told I couldn't, so I asked if I could possibly access an alternative location and was told "no they're the same" with no apology or explanation as to why they're the same. With a monotone, disinterested tone, this person really doesn't seem to try and hide the fact they can't be bothered to help. I think it's absolutely appalling that a person with such an unprofessional manner is on the front line dealing with patients. This is not the first time I have experienced rudeness during phone interactions. Having previously made an official complaint and met with management to be assured this would not happen again, I was disappointed to find the behaviour continued. Several subsequent calls resulted in similar experiences, which I tolerated until today as I've got better things to do with my time than write complaints, but enough is enough. I was disappointed with the outcome of this phone call but I still thanked the receptionist regardless. I was then absolutely astonished when the call was abruptly ended without even a goodbye or acknowledgement. I rang back to complain and when I mentioned putting in a formal complaint about what had just occurred, I was told it hadn't happened and that I must have misheard. I asked to speak to management and was told this had to be done in writing. My letter of complaint is being made publicly known with a 1 star review so that others can be informed about my experience with this surgery. Appalling service

Staff listened and helped find answers

After several weeks of my spouse experiencing significant health difficulties that severely impacted their daily functioning, we would like to express our gratitude to the entire team, including clinical staff and administrative personnel, who assisted in providing clarity about the situation.

Nurse bullied us over vaccination choices

My daughter had a negative experience during a vaccination appointment. She was interested in exploring private options for a particular vaccine and felt pressured by the healthcare professional conducting the appointment. The professional became insistent and continued to push their viewpoint even when asked to stop. During the conversation, comments were made that my daughter found offensive and upsetting, particularly regarding immigration and disease transmission. She felt the interaction was unprofessional and disrespectful of parental choice regarding healthcare decisions for children. My daughter was very distressed by this encounter and raised her concerns with the practice management team, who responded with courtesy and understanding. I believe vaccination decisions should remain a matter of parental choice, and patients should be treated with respect regardless of the decisions they make. The approach taken during this appointment fell short of the standard of care and professionalism I would expect. The practice management team is looking into the matter, though I am considering escalating this further through appropriate channels. I hope this feedback will lead to improved training and a stronger commitment to respectful patient interactions.

Desk staff kind but doctors dismissive

Disappointing and frustrating experience overall. The reception team were pleasant and helpful, however I found the clinical staff unhelpful. I attended with a health concern that I felt required more detailed discussion, but was unable to explore this fully within the standard appointment timeframe. I also felt that the clinical approach could have been more thorough and better informed.

Lengthy waits to book appointments here

It is very difficult to secure appointments within a satisfactory timeframe, and the team appears disorganised with limited helpfulness.

Phone queue made appointment impossible

My partner spent around ten minutes attempting to reach the practice only to be informed that no appointments were available, and was subsequently advised to call back at the start of the next day. The service experience was extremely disappointing.

Practice quality declined after staff changes

I used to have very positive things to say about this practice, but since some of the longer-serving clinicians departed and there have been changes to staffing arrangements, my experience has declined significantly. If you are seen by one of the newer practitioners, there is a risk you may not receive the level of support you need, as they may redirect you elsewhere rather than addressing your concerns directly.

Online booking much faster than phone appointments

Called to arrange a routine appointment and was offered one approximately two weeks away, then discovered the online booking system and secured an appointment within a couple of days instead. This raised questions about why the availability differed so significantly between the two methods. The practice could do more to promote awareness of the online booking option. The breadth of services available is commendable, and aside from one unsatisfactory encounter in recent times, the experience with clinical staff over many years has been consistently positive. The reception team are welcoming and supportive, though the administrative support function appears to fall short of what might be considered standard. Obtaining the necessary referral documentation required several follow-up calls and reminders before it was finalised. Despite these observations, the practice is held in high regard overall and would be recommended to others.

Struggling to book appointments online without guidance

Unable to secure an appointment through standard booking methods. When enquiring about alternative options, I was directed to use the online system but wasn't given guidance on the access requirements needed to use it. It would have been helpful to receive clearer instructions upfront. The phone lines during morning hours seem difficult to reach for appointment requests. The previous booking process appeared more straightforward and accessible.