Millfield Medical Group

Practice failed to listen to concerns

I had a very negative experience at this practice. I felt that the care my father received from one of the doctors was inadequate, and this resulted in him requiring hospital treatment. I was deeply concerned about the level of attention provided. I intend to pursue this matter further and have documentation to support my concerns.

Practice turned away patient arriving five minutes late

My relative is in their mid-seventies and receives ongoing treatment for a serious chronic condition. Due to adverse weather, the transport service experienced delays, resulting in arrival at the appointment a few minutes behind schedule. The appointment was not able to proceed as a result. I found this decision to be very disappointing, particularly given the person's significant health needs.

Difficult to reach and hard to book appointments

The reception staff could be more helpful, and the quality of care from different doctors varies considerably. Getting through by telephone is extremely difficult, and booking an appointment presents significant challenges. The practice appears to have expanded its patient base considerably.

Same day appointment despite system issues

I was able to secure an appointment on the same day, which was excellent. Upon arrival, there was a technical issue with the practice systems, though the team managed this situation with considerable professionalism and competence. The healthcare professional I consulted with appeared to be in a training role and demonstrated exceptional diligence throughout the appointment, leaving me feeling reassured and satisfied with the care I received. I would gladly recommend this practice to others.

Smooth vaccination appointment with friendly staff

Just attended for our vaccinations and they were excellent. The clinical staff we saw were wonderful, we barely felt anything at all. They were very professional and friendly throughout, making the whole visit a positive experience. Thank you.

Friendly staff made vaccine appointment smooth

Visited the practice for a vaccination appointment. The marshals, reception team, and clinical staff were absolutely lovely and very caring. Thank you all for your hard work and dedication.

Couldn't get an urgent appointment when needed

This practice has significant shortcomings in their service delivery. The appointment availability seems to vary depending on the urgency of the situation, and there appears to be a lack of attentiveness toward patient care and concerns.

Fast and efficient covid booster appointment

Attended for a routine vaccination appointment and found the entire experience to be quick and well-organised. The reception staff, marshals, and clinical team all provided excellent service during the visit on a Saturday in September.

Phone lines impossible to get through on

I have been a patient at this practice for over three decades, though I have noticed a gradual decline in the service provided. While the clinical staff are competent, accessing them has become increasingly difficult. The main challenges I have experienced include struggling to reach the practice by telephone, lengthy waits for available appointments, and finding the reception team unhelpful when seeking assistance. Due to these ongoing issues, I have decided to register elsewhere, a decision that was notably suggested by a member of the reception staff.

Long wait but appointment eventually happened

Extended wait time for scheduled appointment

Caught between GP and specialist with no support

I attended appointments where I felt the clinical advice provided was inappropriate and unhelpful. Comments made about my physical condition and personal circumstances felt dismissive rather than supportive. I was also given conflicting information between different healthcare providers about who should be managing my care, which left me confused about the best path forward. The experience fell short of what I would expect from this practice, which has previously provided good care. I have raised a formal complaint about my concerns.

Phone queues make appointments impossible

Whenever I call the practice, the experience feels extremely frustrating. I find myself waiting to speak with someone at reception even though I appear to be first in the queue, and this wait can stretch to around 10 minutes. Once the call does connect, there is often another lengthy hold before anyone answers, and there is no guarantee they will pick up at all. The whole process is quite difficult to deal with.

Long waits for appointments left me frustrated

I have had a very negative experience at this practice. The clinical staff and reception team did not seem responsive to my concerns. When I requested specialist referrals, I was directed to contact the hospital myself rather than receiving support with the referral process. This occurred on multiple occasions, and I felt my attempts to follow up were not prioritised. Appointment availability was limited, with waits of several weeks for telephone consultations. My previous GP practice provided a notably different level of care and attentiveness, which made the contrast particularly stark. A follow-up appointment with my former practice highlighted how differently my situation was handled. The difference between these two experiences has left me very dissatisfied with my current care.

Staff wouldn't help with data sharing request

I had concerns about data sharing practices at this practice. I requested assistance with opting out of data sharing with external organisations, but felt that the support I needed was not provided due to difficulties accessing the necessary online systems. This situation occurred on multiple occasions across different time periods. I have reservations about the practice's accountability regarding these matters. I would prefer not to support organisations where I have concerns about how my information is handled. I also felt that my attempts to communicate were not adequately addressed.

Weeks waiting for calls that never come

It takes an extended period to secure a telephone consultation, and there is a significant risk that the appointment will not materialise as scheduled. This experience proved to be unproductive. I would suggest exploring alternative healthcare providers for your medical needs.

Easy to book appointments and genuinely listened to

I have had a wonderful experience with my long-standing healthcare provider. They have consistently demonstrated empathy and expertise throughout our time together. I have found it straightforward to secure appointments when needed, and the reception team have always been pleasant and helpful.

Reception staff went the extra mile for me

I really appreciate the helpful receptionist who went out of their way to reschedule me after my previous appointment was cancelled. Despite having a confirmation message, I wasn't notified of the cancellation through the usual channels. I'm grateful for their kindness and efficiency in getting me back on the system. I wish I'd caught their name to pass on my thanks properly, but they've been a real asset to the practice.

Hard to get through on the phone

The reception team could benefit from improved phone management, as calls frequently go unanswered and it can be quite challenging to get through to the surgery. On the rare occasions when calls are answered, the manner of staff could be more welcoming and courteous. The main reason for remaining with this practice is that some of the clinical staff are genuinely pleasant and helpful.

Reception was kind but service fell short

I had to switch surgeries after more than three decades with my previous practice, which was excellent, because I relocated outside their service area. This facility was the nearest option available to me. Following three visits, I found the overall experience and standard of care disappointing, with the exception of the welcoming reception staff. I am planning to find alternative healthcare provision in the near future.

Phone lines constantly busy and unresponsive

I have been attempting to contact this practice for several weeks regarding a repeat medication request. Unfortunately, the phone line has consistently been either busy or unanswered, which has been extremely frustrating and disappointing.