Moat House Surgery

Frustrating healthcare journey with unhelpful doctors

The healthcare service has been subpar since COVID-19 hit. They're reluctant to offer in-person consultations, appear dismissive of patient concerns, and repeatedly provided incorrect scheduling information. Getting in touch with physicians is incredibly challenging, and when appointments finally occur, the standard response is to "wait and see if symptoms worsen" - a frustration I've experienced not just for myself, but also for my daughter and husband. While I understand this might be a broader NHS staffing issue, I feel completely unheard and sense a lack of genuine patient care. The sole bright spot is the consistently pleasant demeanor of receptionists and nursing staff.

Terrible service and unhelpful medical staff nightmare

I couldn't get through to them by phone - three separate attempts, and each time I was disconnected after lengthy waiting periods. Deciding to visit in person, I went to the surgery to book an appointment while wearing a mask. Shockingly, they refused to help me schedule an appointment for my daughter, insisting I must call, yet simultaneously allowing two unmasked individuals entry. When I explained my repeated phone difficulties, the staff member was completely indifferent. My request to speak with a supervisor was flatly denied, and her attitude was exceptionally unhelpful - she desperately needs customer service training. I suspect her dismissive behavior might have been motivated by personal bias. If this treatment continues, I'm seriously considering finding another local surgery and will definitely be filing a formal complaint. My previous medical practice never subjected me to such frustrating experiences. The entire encounter was incredibly stressful.

Decades of care and compassion at moat house

I've been under the care of this medical practice for close to two decades, and I'm still going strong. That alone is worth a perfect score in my book. Dr. Wells was an exceptional physician, and I'm thrilled that many of the general practitioners at Moat House have maintained his legacy of compassionate and attentive care. The nursing and administrative staff are equally wonderful, bringing warmth and positivity to every interaction. My heartfelt gratitude goes out to Moat House.

Caring doctors and efficient service at surgery

Original review 2018 (4 years at surgery) A solid medical practice. The triage process functions efficiently, ensuring timely attention when necessary. While standard appointment wait times can stretch to around two weeks, they offer a Saturday morning walk-in clinic. Every physician I've encountered has been supportive and appears genuinely concerned. If your medical issue isn't urgent enough for same-day treatment but requires attention (like medication adjustments or pain management queries), you can typically expect a doctor's callback within a few days to discuss. Edit (2022, 7 years at surgery): I wanted to update this review regarding Covid-era service, which has been predominantly positive. I've consistently secured appointments within reasonable timeframes and received in-person consultations when required, though you must explain the need for face-to-face interaction and might initially undergo a telephone screening. This approach seems entirely appropriate, considering the importance of protecting vulnerable patients. I did experience one telephone consultation with a physician who seemed hurried and inattentive, but this was an isolated incident with a single doctor. Upon expressing my concerns, the receptionist promptly scheduled me with Dr. Osborne for a follow-up, who was exceptional. I'll refrain from identifying the less satisfactory doctor, recognizing that professionals can occasionally have challenging days, and one interaction isn't sufficient to judge their overall performance.

Terrible service and frustrating reception nightmare

I'm utterly frustrated by the ridiculous experience at this medical practice. Standing right at the reception desk, I was told I couldn't book an appointment in person, despite their website clearly stating otherwise. After completing a blood test, I was flat-out refused scheduling. The receptionist claimed she was occupied answering the door, yet no one was actually there, and the waiting room was nearly empty. The overall quality of this surgery is absolutely abysmal. Moreover, their phone system is a nightmare. When you call, you're forced to endure several minutes of an unbearable recorded message, followed by a grueling 30-minute wait before anyone even picks up. On Tuesday, I attempted to reschedule an appointment. They had availability for the following Wednesday but arbitrarily refused to book it because of their rigid policy of not scheduling more than a week ahead. I'm definitively seeking a new medical practice, as their service is completely unacceptable.

Caring doctors and friendly staff make healthcare great

Over my seven-year relationship with this medical practice, I've consistently engaged with them for blood work and physician consultations. Dr Siddiqui and Dr Osborne stand out as my preferred healthcare providers; they consistently demonstrate genuine care and seem truly committed to my wellbeing. Emma Price, the phlebotomist, is absolutely exceptional - her blood drawing technique is so smooth that the typical discomfort is barely noticeable, and her pleasant demeanor makes the experience enjoyable. The online portal is a fantastic feature, allowing me to effortlessly request prescription refills and communicate directly with the doctors. This is genuinely an outstanding medical practice with a wonderfully compassionate team.

Fantastic local surgery with caring and responsive staff

I'm truly delighted with this excellent medical practice! The staff are incredibly supportive whenever I contact them, and they consistently follow through on their commitment to return calls as promised. Scheduling appointments has never been a problem for me. While there might occasionally be a queue when I phone, I simply try again later and successfully connect with them.

Exceptional care and compassion at moat house surgery

I felt compelled to share my appreciation for the exceptional care at the moat house surgery once more. When my son was feeling poorly, I rang them in the morning and was pleasantly surprised to receive a doctor's callback within just ten minutes. They promptly scheduled an appointment shortly after, where my son was thoroughly examined by a trainee doctor and the general practitioner. Both medical professionals were incredibly compassionate and thorough. I am truly grateful to have such an outstanding local medical practice, and my entire family has always received top-notch, consistent care here! Warmest regards

Terrible customer service that wastes your time

I made multiple phone calls, precisely four, attempting to obtain some details, and each time I was assured someone would follow up with me. Disappointingly, no one ever did. When I finally made my fifth call, I was abruptly informed they were unable to assist me. Absolutely unbelievable!

Compassionate care heals and resolves patient's suffering

recently attended this medical facility, where nurse H provided exceptional care words cannot fully capture the depth of their support their attentive approach and genuine concern were remarkable when healthcare professionals truly listen and address patient needs, healing becomes more than just treatment the service was outstanding, truly reflecting the highest standards of the organization deeply appreciative

Terrible service and dangerous medical mistakes

I've been a patient at this medical practice for 17 years, and it's the only option nearby, but the quality of care has dramatically declined. Even before the pandemic, non-urgent appointments were taking up to three weeks to schedule. Both my spouse and I have been prescribed medications that are contraindicated by Dr. Siddiqui, and I've recently experienced serious misdiagnoses from two different doctors at the practice, which resulted in extreme medical interventions. Since Covid began, the receptionists have become incredibly discourteous and obstructive. I absolutely cannot recommend this medical practice to anyone.

Absolutely amazing product worth every penny

Absolutely flawless 👌

Incredible service beyond normal pharmacy expectations

Incredibly productive service with staff who truly go above and beyond. Even during their final moments of the workday, they were willing to assist me with a script, and the call representative was exceptionally helpful in guiding me through the process. Excellent work overall!!!

Great local spot with amazing atmosphere

I've been a loyal customer of this place my entire life, and it never disappoints. The employees are consistently welcoming, the facility is impeccably kept, and everything always looks spotless.

Terrible reception from rude medical staff member

I rarely take the time to compose reviews, but in this instance, I feel compelled to do so. One of the RECEPTIONISTS at this facility is, without doubt, the most discourteous individual I've ever encountered during a phone conversation. Such a person is entirely unsuited for customer service roles, particularly when interacting with vulnerable and ill patients who regularly contact the medical practice. I am genuinely ASTOUNDED by the level of rudeness and disrespect shown towards individuals she has never even met! Regrettably, I was unable to obtain the receptionist's name, as she dismissively stated "I don't need to give you my name" when I politely requested it. However, it seems imperative that the surgery's partners become aware of the customer service standards within their establishment... Especially considering that I am not the first person to raise such concerns. I must note that I spoke with two receptionists that day - the other was exceptionally courteous and professional.

Disappointing decline in medical care quality

Over recent years, I've noticed a decline in the surgical practice's quality, especially since the original partners departed. I would have gladly awarded 5 stars back then, as the standard of care was significantly higher. Nowadays, patients often encounter different doctors and inconsistent treatment approaches. Conversations with my friends and family reveal a shared sentiment that some physicians appear disconnected and have seemingly forgotten the compassionate aspect of medical care. Many even express reluctance when scheduling appointments, hoping to avoid certain doctors. The COVID-19 pandemic has further complicated accessing medical care, with consultations primarily conducted via telephone and appointment availability restricted due to social distancing measures. I'm hopeful that services will improve once conditions return to a more normal state 🤞🏼. While they claim patients can reach them through their website, this method isn't accessible to everyone. I'm concerned they might be limiting traditional phone-based communication channels.

Terrible service from unprofessional and uncaring staff

HORRIFIC front desk staff. They ought to feel deeply embarrassed; I cannot emphasize strongly enough how much you should steer clear of this place. Completely avoid this terrible medical practice at any price; these employees have no business working in an environment where patients might be experiencing their most fragile moments. A total and utter embarrassment.

Terrible healthcare that could risk a life

My partner, who has atrial fibrillation and has been a long-standing patient at Moat House, called today to discuss chest pain and other potential infection symptoms. When seeking an urgent appointment, he was simply redirected to another medical practice for 4pm the following day, despite experiencing chest pains. The call abruptly ended with no follow-up or callback. It's absolutely unacceptable how this medical practice handles patients with cardiac issues - essentially telling him to wait and hope he doesn't succumb to a potentially serious condition. What an incredibly disappointing and dangerous approach to patient care.

Great service at a friendly local practice

I would absolutely endorse this medical practice. Their service is exceptional, with incredibly supportive and courteous staff. They are remarkably streamlined, and whenever I've required a medical consultation, the process has been straightforward and hassle-free. Appreciation goes out to all the team at Moat Surgery.

Exceptional medical care with friendly professionals

Exceptional medical procedure with courteous front desk staff, skilled and assured healthcare professionals