Mill Road Surgery
Poor! (64 reviews)
Poor! (64 reviews)
Feedback on this practice reveals a stark divide in patient experience. Medical professionals, including doctors and nurses, consistently receive praise for compassionate care, clinical expertise, and responsiveness to patient needs. However, reception experience emerges as a significant concern, with multiple patients reporting discourteous interactions, difficulty reaching the practice by phone, and challenges with appointment booking. Several patients describe reception staff as dismissive, unhelpful, and unwilling to assist with basic inquiries.
Administrative processes present additional difficulties. Patients report recurring issues with prescription processing delays, incorrect medications being dispensed, and referral delays that have impacted their health outcomes. Communication about delays or changes in processing appears inconsistent. Some patients experienced problems with document handling, online access setup, and coordination between departments, suggesting organisational challenges beyond individual staff conduct.
While some patients have had entirely positive experiences with efficient scheduling and friendly staff interactions, the volume of feedback highlighting reception discourtesy, appointment access difficulties, and administrative failures indicates these are persistent service patterns rather than isolated incidents. A smaller number of patients report excellent experiences across all service areas, suggesting that experience may vary depending on which staff members are encountered and which procedures are followed.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Feedback on this practice reveals a stark divide in patient experience. Medical professionals, including doctors and nurses, consistently receive praise for compassionate care, clinical expertise, and responsiveness to patient needs. However, reception experience emerges as a significant concern, with multiple patients reporting discourteous interactions, difficulty reaching the practice by phone, and challenges with appointment booking. Several patients describe reception staff as dismissive, unhelpful, and unwilling to assist with basic inquiries.
Administrative processes present additional difficulties. Patients report recurring issues with prescription processing delays, incorrect medications being dispensed, and referral delays that have impacted their health outcomes. Communication about delays or changes in processing appears inconsistent. Some patients experienced problems with document handling, online access setup, and coordination between departments, suggesting organisational challenges beyond individual staff conduct.
While some patients have had entirely positive experiences with efficient scheduling and friendly staff interactions, the volume of feedback highlighting reception discourtesy, appointment access difficulties, and administrative failures indicates these are persistent service patterns rather than isolated incidents. A smaller number of patients report excellent experiences across all service areas, suggesting that experience may vary depending on which staff members are encountered and which procedures are followed.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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James M.
9 years ago
Great!
Small surgery, big heart and top care
A successful yet compact procedure, performed by a warm and welcoming medical team.
Geneviève F.
9 years ago
Bad!
Terrible customer service ruins entire experience
The front desk staff during the morning shift displayed a terrible attitude and provided zero assistance. Now I'm forced to sacrifice another morning just to attempt calling again at the opening hour.
Pat B.
9 years ago
Bad!
Worst customer service ever terrible experience
The front desk staff demonstrated an appalling level of unprofessionalism. Their customer service was nonexistent and entirely inadequate. During our phone conversation, they were so dismissive that I was unable to complete a single thought before they abruptly terminated the call. Completely unacceptable behavior!!!!!
Maja J.
9 years ago
Bad!
Terrible healthcare service with zero customer support
Utterly frustrating experience with this service. Spent three consecutive mornings attempting to schedule an appointment from 8am, all to no avail. I require a blood test due to potential anemia, and my doctor insists it must be done privately. Having lived in the UK for 11 years, I've never encountered such a problematic situation. The receptionist was extremely discourteous, consistently disregarding incoming phone calls. Something definitely needs to change at this facility! I'm not typically one to voice complaints, but when it concerns my health, I must speak up!!!