Middle Chare Medical Group

Patient Experience Summary

Appointment access presents a significant challenge for patients at this practice, with persistent difficulties reaching the surgery by phone, long waiting times on hold, and call disconnections reported across multiple reviews. When contact is eventually established, availability is frequently limited, requiring patients to call repeatedly at opening times with no certainty of securing a slot. The online booking system and consultation forms offer alternatives, though some patients report these are ineffective or result in delayed responses. Reception experience is notably inconsistent, with some patients describing welcoming and supportive interactions, while others report dismissive, curt, or unprofessional communication.

Clinical care quality also shows considerable variation. Many patients praise the thoroughness, kindness, and compassion of clinical staff, with particular appreciation for same-day appointments when accessed and comprehensive examinations. However, other patients describe rushed consultations, inadequate engagement with their concerns, and what they perceive as dismissive or superficial clinical responses. Some report concerns about clinical decision-making and continuity of care, particularly following staffing changes. Administrative processes have been flagged as disorganised, with issues including missing documentation and delays in finalising referrals.

Where patients successfully access care, the practice receives strong commendation for supportive nursing staff, welcoming reception teams, and efficient service delivery. However, the booking experience remains the most consistently problematic aspect, creating a barrier that prevents many patients from reaching the clinical care they value.