Millfield Medical Group

Receptionists blocked access to appointments I needed

I have been experiencing the same ongoing issue for an extended period and feel I am being given temporary solutions rather than proper care. Over the past month, I have struggled to secure an appointment and find the reception staff unhelpful when I call. They consistently suggest using the online consultation system, which I have already tried, but I cannot wait several weeks to be seen in person given my discomfort. The overall service feels inadequate and the reception team's manner has been dismissive. When I attempted to lodge a formal complaint, I was informed it could not be processed immediately and was advised to submit it in writing, which felt like an attempt to discourage the process. I am now seeking alternative healthcare provision and intend to pursue my complaint further.

Had to visit in person despite breathing difficulties

Recently discharged from hospital and instructed to visit the practice in person to complete paperwork for an appointment, despite mentioning difficulties with breathing.

Booking system makes nurse appointments unnecessarily difficult

I appreciate the reasoning behind the current system, however I find the appointment booking process on the website quite confusing. When I need to arrange a visit with the clinical staff for routine checks, it becomes very frustrating. I was informed that I was number 15 in the queue, which felt excessive. My recommendation would be to allow patients the option to book appointments with clinical staff directly through the website, rather than having to wait on hold by telephone. This would seem to better serve the purpose of what the practice is trying to accomplish.

Receptionists made booking straightforward and easy

Have been attending this practice since 2017. The team has consistently demonstrated professionalism, flexibility and friendliness throughout my time as a patient. The reception staff have been particularly welcoming and helpful. The clinical staff, including nurses and doctors, have all provided approachable and accommodating care during my visits.

Staff made me feel genuinely valued

I'm delighted with the care I've received at this surgery. The entire team is wonderful and the clinical staff are exceptional. Nothing is too much trouble for this practice, and I'm very grateful for the service provided. Thank you.

Appointment system needs to be simpler

Millfield medical centre is an excellent surgery overall. However, the appointment system they have implemented is quite frustrating. I feel it takes an unreasonably long time to secure an appointment with a doctor. A simpler approach, such as being able to book via telephone, would be preferable.

Reception staff were dismissive and unhelpful

The service fell well short of expectations. I found the experience quite disappointing overall. The front desk staff were particularly unhelpful, and I felt the interaction lacked warmth and understanding. I would have preferred a more considerate and supportive approach to my visit.

Impossible to get an appointment here

I have had a very poor experience at this practice. It has been extremely difficult to obtain appointments, and when I have managed to be seen, I have not found the consultations particularly helpful. I am planning to register with a different practice that I feel will better meet my needs. I have concerns about the practice's efficiency and value for money.

Practice ignored my serious health concerns for months

Upon initially registering, I was pleasantly surprised as I believed the service quality was strong. This positive impression was evident at the outset. However, I would not recommend this practice to anyone managing a serious health condition. Over the past six months, I have been unable to obtain the support I needed from this practice. The issue does not stem from a lack of professional knowledge, but rather from what felt like a dismissive approach towards patients. As a result, I did not receive the assistance I required and have since turned to private healthcare to address my concerns and obtain necessary investigations. I made the decision to switch practices after reviewing notes from my final appointment, which contained remarks that I felt were disrespectful. Additionally, during that appointment, I experienced what I perceived as an implication that my health concerns were not genuine. I believe this type of conduct warrants serious consideration and accountability.

Phone booking staff dismissive about internet access

On behalf of my family, I called to request an appointment and was informed that an online consultation would be required. As I don't have internet access, I explained this wasn't possible for me. The staff member's response was dismissive, suggesting they couldn't assist further. After some persistence, they reluctantly agreed to make an exception on this occasion, though they made it clear this wouldn't happen again. The overall approach felt unhelpful and frustrating. I'm concerned about how patients without internet access are expected to book appointments when this method appears to be the only option offered. This has been a disappointing experience with the practice.

Prescription error led to unnecessary emergency visit

I would not recommend this practice, particularly if you have an ongoing health condition. There was an issue with a prescription not being processed, and we experienced a significant delay of several hours before receiving an emergency supply, when it seemed the matter could have been resolved more quickly. The response from staff at various levels did not reflect the urgency of the situation, and we were informed we would need to wait until the following day despite our concerns. This delay resulted in us needing to seek care elsewhere. I have concerns about the level of service provided and would encourage others to carefully consider their options when choosing a practice.

Receptionist unhelpful with online system struggles

The receptionist provided minimal assistance beyond directing me to use the online triage system, despite my explanation that I was unable to navigate it independently. I found this unhelpful given that I had mentioned struggling with my wellbeing and required additional support. I ultimately needed a friend to help me complete the process. I felt that having receptionists on staff seemed pointless if they are unable to offer practical help when you do manage to speak with them, which struck me as an inefficient use of resources.

Booking appointments harder than it used to be

This practice was previously outstanding. The clinical staff members remain largely excellent, however accessing care has become increasingly challenging. Obtaining an appointment or speaking with someone directly now requires considerably longer waits, whereas previously slots were typically available within a short timeframe. The current appointment booking system presents difficulties, particularly for those less comfortable with technology, which may disadvantage some older patients. There is hope that the situation will improve in the future.

Efficient treatment and helpful reception staff

Excellent service provided by the practice during today's appointment. The healthcare professional who conducted the review and treatment demonstrated a high standard of care. The practice deserves recognition for the quality of service they offer.

Reception staff attitude needs improvement

The receptionist's attitude was disappointing and unhelpful. Test results are frequently not received as expected. It is regrettable that a valued staff member has departed. After being a patient at this practice for many years, I find myself questioning why I have remained for so long.

Hard to book appointments through new system

The clinical staff are reasonably competent, however accessing appointments has become increasingly challenging. When I experienced a respiratory infection, I was unable to secure a consultation for an extended period and was directed towards the online consultation system instead. It appears the practice has become stretched due to an influx of new patients registering locally. I felt unsupported by the service and ultimately attended an urgent care centre before subsequently transferring my care elsewhere.

Straightforward appointment booking and friendly reception

A satisfactory NHS general practice.

Reception refused to help with urgent prescription issue

This practice seems to prioritize making things difficult for patients. I was refused an appointment to obtain a replacement prescription after experiencing an adverse reaction to a new medication formulation. Their only suggestion was that I seek care elsewhere. I find it concerning that such a practice continues to operate, and I would consider pursuing a complaint about this experience. Additionally, on a separate occasion, a clinician assessed my infant and indicated there were no concerns, despite noticeable respiratory symptoms. A subsequent evaluation from another provider identified an infection that had been missed.

Receptionist went above and beyond with patience

I have to commend all the staff members at this medical centre. The receptionist has been absolutely wonderful, demonstrating great patience, helpfulness and understanding throughout my interactions. The clinician I saw was excellent and provided brilliant care. I have been a patient at this practice for many years and have consistently received caring and attentive treatment. Thank you to everyone involved in my care.

Caring doctors who actually listen to you

I have found the clinicians at this practice to be genuinely pleasant. Having attended other surgeries previously where my experiences were quite poor, I appreciate how compassionate the team here appears to be. I am grateful for this.