Millfield Surgery

Staff listened and gave attentive care

I am satisfied with the staff and the care provided, and when compared to services elsewhere we feel quite fortunate to receive such considerate attention. Please continue with the outstanding efforts and thank you for providing such good support.

Supportive practice through difficult health challenges

The medical team has provided excellent support for my family during some challenging periods. They have been genuinely caring and helpful in assisting us through various health and care difficulties.

Helpful and easy to book with

Excellent medical professionals

Professional team who listen and respond well

The vast majority of the time, this is an excellent practice. The team demonstrates professionalism when handling urgent situations. Most clinical staff members at this surgery are supportive and empathetic. Should any issues arise, they are typically resolved quickly through an initial assessment call.

Quick appointments and always contacted back same day

I've been a patient at this surgery for many years. I can genuinely say I've never experienced difficulty obtaining an appointment or receiving guidance when needed. I've consistently been contacted promptly on the same day when required and supported by the various clinical staff members. More recently, one of the clinicians has demonstrated exceptional commitment to their work, showing impressive attention to detail in their approach. They are a real asset to the practice.

Efficient booking and courteous staff throughout

Excellent medical practice. I have been attending for approximately eight years and have found nothing to fault. When I have needed urgent care, appointments have been readily available, and for routine matters I have been able to select a convenient date and time that suits me. The team members are polite and maintain high professional standards, while the front desk staff are organised and prompt. Having lived and worked across various locations internationally, I would say this practice compares favourably with healthcare facilities I have experienced elsewhere.

Caring and professional support throughout

The medical team at the practice demonstrated caring and professional support throughout my care.

Reception staff were dismissive and condescending

The receptionist's manner was dismissive and condescending, making me feel judged and undervalued. Their attitude seemed to discourage engagement with the service. I questioned whether my contributions to the system were being respected.

Reception staff were dismissive and made me feel unwelcome

Reception staff demonstrated a dismissive attitude when I called to request an appointment in late December. After explaining my symptoms, the receptionist questioned my account, suggesting I was not being truthful about the timeline and implying I was exaggerating to expedite my appointment. This made me feel as though I was wasting their time or fabricating my condition. I had deliberately delayed seeking medical attention, attempting to manage my symptoms independently first, as I wanted to be considerate of the pressures on the NHS and avoid taking an appointment slot from someone with greater need. The clinical staff provided excellent care, seeing me promptly that same day and offering an effective diagnosis and treatment plan. However, my experience was significantly undermined by the reception team's manner, which left me feeling dismissed and upset during a time when I was unwell.

Quick response and smooth new patient process

I was really appreciative of how promptly I was attended to. I received two phone calls within an hour. My registration as a new patient was handled very efficiently. The clinical staff were very kind and the clinician was genuine and caring. I felt very grateful for the experience.

Consistently helpful across multiple visits

I have found this practice to provide me with very good care across a range of health matters throughout my time as a patient here. My interactions with the clinical and administrative staff have been consistently positive, with only occasional minor issues. I am grateful for the service received.

Triage call helped when I felt poorly

I ended an online consultation after returning from time away feeling unwell, and was subsequently added to the assessment queue. A caring healthcare professional made a follow-up telephone call and arranged medication for me. The level of care and compassion I received was outstanding, and I couldn't have asked for better support. Excellent service, thank you very much.

Phone receptionist was professional and helpful

I recently needed to contact the surgery by telephone to arrange an appointment. The staff member who answered the call was courteous and professional throughout. They asked appropriate questions and informed me that someone from the clinical team would be in touch later that same day. As promised, I received a call back in the afternoon from a clinician who demonstrated both professionalism and compassion, which helped me feel at ease. An appointment was subsequently arranged and I was able to be seen. The clinician I consulted with was attentive, listened carefully to my concerns, and pitched the consultation in a way that suited my needs perfectly. I would like to extend my gratitude to everyone involved in my care.

Quick responses when it mattered most

I appreciate the care and prompt responses provided by the clinical team at the surgery during a difficult period for my family member. The entire team demonstrated both compassion and professionalism throughout their involvement in the care provided.

Staff didn't respect privacy during conversations

The staff members were quite dismissive and unhelpful during my visit. When I attempted to discuss a sensitive personal matter, I was asked to share details that were then spoken about loudly in front of other people in the waiting area, which felt inappropriate and invasive. I found the overall experience disappointing and would prefer to seek care elsewhere, though changing practices has proven difficult given current circumstances and the limited availability of appointments at other surgeries.

Hard to book appointments with unfriendly staff

The reception team could be more welcoming overall, with most interactions feeling rather cold and unwelcoming. Getting through to book an appointment proves challenging, and when contact is made, the responses often feel dismissive rather than supportive. This approach to customer service seems out of step with modern expectations and standards.

Receptionists went above and beyond for me

I have been a patient at this practice for many years, and since the pandemic began, they have truly exceeded expectations in their care for me. They have made home visits when needed and have been available to support me during difficult periods. I am particularly grateful to the reception team and the clinical staff who have provided excellent support and demonstrated remarkable dedication during these challenging times.

Reception staff could've been warmer and more helpful

I rarely leave feedback, but felt compelled to share my experience on this occasion. The receptionist seemed unwelcoming and distant. Our appointment ran significantly behind schedule, with a wait extending well past our allocated time. We were instructed via telephone to remain in our vehicle prior to being called in, given my child's symptoms. When I mentioned that a test had already been completed, I was informed that a different type of test would be required instead, which seemed contradictory given that the initial test option is readily available to the public. There was no acknowledgement of the delay or any apology offered. Due to the extended wait time becoming difficult to manage with a young child also present, we ultimately left without the appointment being completed. This represents a pattern, as I experienced a similar delay during a previous visit to the same practice. I would encourage improvements to be made.

Helpful reception staff made booking easy

Excellent experience, extremely supportive

Staff went the extra mile for me

I would like to express my sincere gratitude to the clinical team, administrative staff, and management for their exceptional assistance. While people often voice complaints, I think it is equally important to acknowledge and recognise when individuals demonstrate outstanding dedication and go above and beyond in their support. Thank you very much for everything you have done.