Moorside Surgery

Reception staff attitude made appointments difficult

I have been attending this surgery throughout my life. It was once of a high standard, but the experience has deteriorated significantly. Accessing appointments with clinical staff has become increasingly difficult. The reception team appears to take on a role beyond their remit, offering guidance in a manner that feels dismissive. Consultations are now restricted to telephone contact only, which feels limiting. The reception experience has been a source of frustration, with interactions feeling curt and unhelpful. I am uncertain whether the clinical team is fully aware of the current situation. Changes seem necessary. The reception area often appears busy and chaotic, and I find myself unfamiliar with many of the clinical staff now working here. The primary concern remains the reception team's approach. Their manner is abrupt and unhelpful, and it feels uncomfortable to discuss health matters with someone in an administrative role who then determines whether clinical assessment is appropriate. This dynamic is discouraging and affects my willingness to seek appointments. I have been a patient here since the practice's inception, and the decline in service quality is noticeable. Both my husband and I are now hesitant about booking appointments. I struggle to understand why clinical and management staff appear to rely solely on reception staff accounts without giving patients an opportunity to contribute their perspective. When disagreements arise, there seems to be no mechanism for resolution, leaving matters one-sided and unresolved. Being contradicted about interactions that did not occur as described is distressing, and there appears to be no avenue to address this or ensure the accurate account is heard.

Reception wouldn't budge on appointment timing

The receptionist was unhelpful and inflexible, insisting I call at a specific time. When I phoned shortly after that time, I was still unable to secure an appointment with the doctor. It felt as though attending the emergency department would have been a faster option.

Reception blocked appointment despite clear symptoms

I contacted the practice to request an appointment, explaining that I was experiencing symptoms of a throat infection that I had previously encountered. The reception staff declined to schedule me in. I subsequently attended an urgent care centre during a holiday period where the same condition was confirmed. Due to the delay in receiving treatment, I was advised to rest, which unfortunately cut my holiday short. I am rating this as two stars because the clinical staff provide excellent care. However, I have significant concerns about the reception team's approach to appointment scheduling. This is the third occasion on which I have been unable to secure an appointment through reception. I am considering transferring to a different practice.

Felt rushed and unheard during appointment

I had a deeply negative experience during my appointment. I felt the clinician displayed a lack of compassion and poor communication skills when discussing my health concerns. I was particularly upset by what I perceived as inconsistencies between what was discussed and what appeared in my consultation notes. During our conversation about my care options, I felt dismissed and uncomfortable when I expressed concerns about the proposed treatment approach. The appointment ended abruptly when I became emotional, and I felt my concerns were not properly heard or considered. I was disappointed by this experience, especially as I have had positive interactions with other clinicians at the practice. This appointment left me feeling that my care was not handled with the sensitivity and professionalism I would have expected, and it has negatively affected my perception of the practice overall.

Reception staff turned away during crisis

I had a deeply disappointing experience at this practice. During a difficult moment when my family member was struggling emotionally, I felt the clinical staff member's response lacked compassion and sensitivity. The manner in which my family member was asked to leave the appointment was upsetting. This surgery requires significant improvements in how they handle vulnerable patients during challenging situations.

Appointment cancelled with no prior warning

I scheduled an appointment seven days in advance. After waiting for sixty minutes, the clinician failed to appear, and the appointment was subsequently rearranged for the following week. Earlier notification of this change would have been appreciated. The process seemed inefficient.

Dismissed without proper investigation or support

I have been attempting to address my ongoing discomfort for more than a year without receiving a clear diagnosis. After reviewing my complete medical background and documentation, I returned for another appointment following an unsuccessful experience with a specialist referral that was provided because the practice felt the condition fell outside their scope. During this visit, the clinician directly stated on multiple occasions that medication would not be provided to me, despite my never having struggled with substance dependency or made repeated requests for prescriptions. The clinician then suggested my symptoms stemmed from emotional distress and past trauma, despite my not experiencing significant ongoing stress. It appeared that personal assumptions were being used to form a clinical opinion, which I felt was inaccurate and unhelpful. I found this approach deeply disappointing. I would caution others that appearance-based judgements may influence how their concerns are assessed at this practice.

Long wait times and poor appointment communication

I was informed that I needed to complete a physiotherapy appointment before I could be seen by the doctor regarding my back concerns. After waiting six weeks for the physiotherapy slot, I arrived to find that the appointment had been cancelled due to illness, with the next available time being three and a half weeks away. Given this delay, I decided not to proceed further and accepted managing the discomfort myself. To make matters worse, I received a cancellation notification by text message after I had already returned home. I found this experience quite frustrating.

Reception staff attitude made me switch practices

I've become increasingly frustrated with the reception staff at this practice. There seems to be an unhelpful attitude that makes interactions difficult. If staff members are struggling with their responsibilities, it would be better for them to reconsider whether this role is suitable. I found myself needing to end a phone call to avoid further frustration. I've decided to register with another GP practice instead. While my experience here was previously positive, that is no longer the case.

Reception staff could be more patient and courteous

Generally, I have found this surgery to be satisfactory, though there have been instances where reception staff have displayed discourteous behaviour. I once noticed an unusual discolouration affecting my toenail. After consulting with a pharmacist who advised waiting several months before seeking further medical attention, I became concerned after conducting my own research into potential causes. When I eventually contacted the surgery to arrange an appointment approximately three months later, the receptionist responded dismissively to my request, questioning why I needed to see a clinician about a mark on my nail. Their tone was notably impolite. I subsequently raised the matter with a clinician during an appointment for an unrelated issue, and they reassured me there was no cause for concern. I have appreciated my interactions with this particular clinician and another colleague. **Edit I have since reduced my rating from four to three stars. I have been required to repeat blood tests twice within a two-year period. On the first occasion, it appears the test was requested but not processed, and on the second occasion, the sample appears to have been lost. Additionally, I feel that reception staff would benefit from allowing patients to fully explain their requirements without interruption. I find that I am frequently interrupted within seconds of beginning to describe my situation, and the staff member often makes assumptions about what I am asking for, which frequently proves to be incorrect. I believe there is room for improvement in this area.

Referred for suspected cancer without any discussion

Around eighteen months ago, I attended an appointment regarding upper right abdominal discomfort and bloating that had persisted for approximately two weeks. I suspected this might be related to gallbladder issues, as there was a family history of this condition. Without prior consultation or explanation, I was referred to gynaecology and subsequently received correspondence indicating a suspected serious condition. This came as a significant shock given I had never previously experienced problems in this area and had enjoyed good health generally. I then underwent two separate procedures, the second of which I felt was performed with excessive force and caused injury in multiple locations, necessitating further surgical intervention. Multiple imaging investigations including ultrasounds, MRI scans and CT imaging were carried out, all of which ultimately revealed no abnormality. The initial suspected concern also proved unfounded upon investigation. Based on my experience, I would encourage prospective patients to carefully consider their choice of healthcare provider, as I felt the standard of care fell short of expectations. I have since transferred to another practice where I feel the level of clinical knowledge and care is considerably more satisfactory.

Told to wait while child was unwell

I contacted the practice to arrange an appointment for my young child who was experiencing several concerning symptoms including elevated body temperature, nausea, and abdominal discomfort. I was informed that I would need to wait a week before a consultation could be scheduled, with the suggestion being that the situation would need to deteriorate further before medical assessment would be available. I found this response to be deeply unsatisfactory.

Hard to book an appointment here

The clinicians at this practice are excellent (assuming you actually manage to get an appointment or consultation with one). I've been under the care of the same doctor since childhood, which has been valuable. Unfortunately, the reception staff significantly detract from the experience with their unhelpful and dismissive manner. I'm grateful for the support provided by the local pharmacy and other nearby services.

Couldn't get an appointment when needed

I'm struggling to see the value in having access to medical services when appointments aren't available when required. The reception staff came across as dismissive, and now I'm unable to work without having secured an appointment. This has been a frustrating experience overall.

Difficult to book appointments and rude reception

The appointment booking system presents challenges, as same-day slots appear to fill very quickly if you don't contact the practice early in the morning. Additionally, I found the reception staff to be unwelcoming. Despite arriving punctually for my appointment, I experienced a significant delay of around 40 minutes before being seen. Based on this visit, I have decided to return to my previous surgery.

Struggling to book appointments through phone queue

I have been unable to secure an appointment for my child, as I am repeatedly informed that available slots are fully booked or that any remaining appointments are reserved for emergencies only. The receptionist I spoke with was unhelpful and dismissive. The appointment process appears unnecessarily lengthy, and when I finally did receive a booking, it was scheduled two weeks in the future, which did not meet my needs. This has been a consistent pattern throughout my time with this practice. I would not recommend this surgery based on my overall experience, which has been disappointing from the outset.

Felt completely uncared for at this practice

I have never experienced such a lack of care during my nearly 60 years as a patient at this practice.

Helpful staff made all the difference

I consider myself fortunate that my family is registered with this practice. The entire team, spanning from administrative staff through to clinical professionals, consistently demonstrates a helpful and supportive approach.

Phone queue delays and poor appointment access system

Previously had positive experiences at this practice, though I don't require frequent visits. I was quite taken aback by how much things appeared to have changed since my last appointment approximately two years ago. When I called to book an appointment, I was informed that same-day slots require calling at 8am and that further details are available on the website. On the Monday morning, after arranging time off work, I phoned at 8 and found myself 53rd in the queue. After selecting the callback option, I waited around two hours to be contacted. The only available appointment was at the extended access clinic on Saturday. Upon arriving ten minutes early, the reception staff greeted me curtly with just my name and a direction to sit, without any pleasantries. I noticed that several people who arrived after me and had later appointment times were called through before me, with seven individuals going in ahead of me and four being seen by the same clinician. I waited forty-five minutes past my scheduled time before being seen. The clinician struggled with pronouncing my name and appeared disengaged with both me and my presenting concern. I was simply told I needed a referral without any explanation of what might be wrong, any reassurance, or guidance beyond being told to contact my regular GP if I hadn't heard anything within four weeks. The entire experience left me feeling undervalued. The appointment itself lasted only around three minutes, and the manner displayed was disappointing. The practice feels to have deteriorated significantly.

Reception staff dismissive when booking telephone appointments

I generally have positive experiences at this practice, and the clinical team members are professional. However, I found my interactions with the reception staff to be disappointing. The receptionist I spoke with displayed a lack of warmth and understanding towards my situation. During my call, I felt dismissed before having the opportunity to fully explain my concerns, and was informed that appointments were unavailable for that day. I had attempted to reach the practice at opening time on multiple consecutive days seeking a telephone consultation, and on each occasion encountered similar responses. While I recognise that practices operate under capacity constraints and busy schedules, I believe there is room for improvement in how patient concerns are received and handled. I would encourage the practice to consider additional training for reception staff focused on compassionate patient communication and person-centred care principles.