Moorside Surgery

Turned away an injured elderly person at reception

I was very disappointed by the approach taken at this surgery. I brought in an older individual who had experienced a fall and sustained significant injuries in the vicinity of the practice. I hoped that staff might be able to assess them while we awaited emergency services, but I was informed this wasn't possible as they were not a registered patient. The clinician declined to provide basic first aid supplies such as gauze to help manage the bleeding, offering tissues instead. The overall atmosphere made us feel unwelcome and uncomfortable. I found this response to someone in a vulnerable situation deeply concerning and upsetting.

Reception staff could improve their manner

The receptionist during my recent visit displayed a disappointing demeanor. I found the interaction to be unpleasant and unhelpful. It appears that additional training in customer service may be beneficial, though I have concerns about whether this would address the underlying attitude issues I experienced.

Felt respected and well cared for throughout

Had an appointment with the health care assistant who was lovely, very professional and excellent at making me feel respected and maintaining my privacy. A wonderful experience overall 😊

Reception staff attitudes were inconsistent and unhelpful

Disappointing experience at this practice. The clinical staff member responsible for diabetes care seemed uncertain about their knowledge and frequently needed to consult with the doctor for verification. I was advised that I wouldn't require lancets for monitoring my blood sugar despite having type 2 diabetes, yet I was given the testing strips for my device. Throughout my visit, I requested that these items be reinstated on my repeat prescription, though they had been included by previous practitioners since 2018. Without the lancets, I found it difficult to perform my blood sugar checks as intended. I was fortunate that family members who used the same lancets were able to provide them when needed. The reception team's demeanour was generally unhelpful, though there was one receptionist whose courtesy and professionalism stood out positively and was the most pleasant aspect of my visit to the practice.

Lucky to have found this practice

Extremely satisfied and fortunate to be registered with this practice. The team here is excellent.

Receptionists created confusion over appointment cancellations

This practice ranks among the most disappointing I've experienced. I previously attended another surgery with a similarly poor standing, and this one has proven no better. I received multiple letters at my home address warning of potential removal from the patient list, despite having already communicated that I wished to cancel upcoming appointments due to being away from the area. The reception staff seem to operate as gatekeepers with a defensive attitude, leading to confusing and contradictory information. Different members of staff provide conflicting guidance, which has been frustrating and unhelpful. I now need to register elsewhere and manage cancelling numerous future appointments that were booked well ahead. I'm uncertain what the right approach would have been—whether cancelling in advance was incorrect, or if missing appointments would have been preferable. Either way, the situation felt unresolvable. If I could rate lower than one star, I would consider it more appropriate.

Phone queue wait made accessing care impossible

Extremely disappointing experience. I waited over an hour on the telephone attempting to reach the surgery without success. Upon initially calling, I was third in the queue, which made the extended wait time particularly puzzling. It's deeply frustrating to be unable to speak with anyone when seeking medical assistance. The telephone system appears inadequate for managing call volumes effectively, creating significant barriers to accessing care. Very dissatisfied with this situation.

Receptionist was dismissive and unhelpful at desk

The receptionist displayed poor customer service skills and came across as unwelcoming and confrontational. When I attempted to identify them, they turned their name badge away and declined to provide their name when asked. This individual did not seem well-suited to a role that requires positive interaction with patients.

Friendly reception made the visit pleasant

Excellent experience

Reception staff attitude needs urgent improvement

I feel this practice would benefit from reviewing how the reception team engages with patients. From my observations across multiple visits and conversations with others, there appears to be a pattern where some front desk staff come across as dismissive when interacting with patients, both during in-person visits and telephone calls. My concern is that certain team members seem to make assumptions about patients' needs based on limited information or initial impressions, which feels inappropriate and falls short of professional standards. This approach can be particularly difficult for those already experiencing distress or anxiety about their health. I would recommend that management consider providing communication and compassion training for the entire reception team. The current approach, in my view, is counterproductive and may negatively impact the patient experience. Additionally, reviewing call recordings could provide valuable insights into areas for improvement. A structured training programme and a thorough evaluation of team practices would likely strengthen the overall standard of care and patient interactions at the practice. This would also reflect positively on the management's commitment to maintaining professional standards.

Online booking got me seen same day

I had difficulty reaching the practice by telephone on a weekday, so I used the online system to submit my information instead. A member of the team called me back within a couple of hours and managed to arrange an appointment for me the same day in the afternoon. I was very satisfied with the service provided. The reception team were consistently friendly and welcoming, and the clinician I saw was outstanding. The appointment prevented me from needing to attend a hospital and saved me from a lengthy wait. Thank you to the practice. Please continue with this excellent standard of care.

Long-term patient with consistently good care

I have been attending this practice for a considerable time and have consistently found the clinical staff to be of excellent standard.

Reception team helped reschedule missed appointment

I'm very grateful to the reception staff member I spoke with this afternoon and the nursing team who both made an exceptional effort to accommodate my son's appointment (even though I had inadvertently missed the scheduled time). Their kindness and flexibility meant a great deal to me ❤️

Receptionists lack empathy when booking appointments

UPDATE - I contacted the practice to arrange an appointment for blood tests that had been requested by the hospital. I was informed that the surgery no longer offers this service and was directed to return to the hospital instead. I feel the practice has deteriorated significantly. My previous review from a few years ago reflected a very different experience. The reception staff now come across as dismissive and appear indifferent to patients' circumstances, whether someone is unwell or has made sacrifices like taking time off work for an appointment. It would be appreciated if there was greater consideration shown to patients' situations. ..REVIEW from earlier period... I had been attending this surgery for approximately 1.5 years and found the appointments to be comprehensive. The reception team were courteous and the administrative staff were supportive. The clinical staff demonstrated dedication and professionalism in their care. Although face-to-face appointments were limited during that time due to circumstances beyond the practice's control, the team made efforts to ensure patients received the necessary care promptly on the day of contact, which was an effective approach.

Helpful reception staff made booking easy

Outstanding care and medical professionals.

Doctor wouldn't examine additional concern same visit

My partner took our daughter to their registered practice. I've just spoken with them to find out what the healthcare professional said regarding the reason for the visit. They mentioned everything was satisfactory, but they asked if the clinician could examine something else in the same area that might have taken a few minutes to assess. However, the clinician declined and suggested booking a separate appointment instead. It's frustrating when it feels like efficiency takes a back seat to other priorities.

Reception staff were unhelpful and dismissive

The reception staff were unhelpful and unwelcoming. It appears that several experienced clinical staff members have moved on from the practice. When attempting to lodge a complaint, staff members were reluctant to provide their names. I am pursuing a formal complaint through the appropriate channels due to dissatisfaction with how my previous concerns about front desk service were handled by management.

Quick phone queue and same-day appointment secured

I called on Monday morning at 8am and found myself 16th in the queue, though the wait to reach a receptionist was only around 5 minutes. The receptionist was courteous and helpful, and I was offered an appointment at 8.30. I was very pleased with the practice's efficiency in answering my call promptly and particularly grateful to receive an in-person appointment slot, as I had anticipated being offered a telephone consultation instead.

Poor phone access and defensive reception staff

Extremely disappointing experience overall. I took time off work because appointment availability does not align with my working hours. I called at 8 AM and by the time my call was answered, all appointments had been booked. I consequently lost a day of leave for nothing. The explanation given was that clinical staff are entitled to take holidays. While this is understandable, better staffing planning during periods of annual leave would prevent situations where the practice becomes unable to offer timely appointments. This should be manageable with appropriate management practices. UPDATE I have had two further negative interactions with reception staff. During one visit, I came in regarding repeat prescriptions that had been stopped without explanation. I requested access to the online service and asked about my prescriptions. I became visibly frustrated with the situation, which was causing me stress. The receptionist responded defensively, questioning why I was shaking my head at her. I clarified my frustration was directed at the circumstances rather than at her personally, and asked why she seemed upset. She did not respond. Other staff members appeared to find the situation entertaining, which felt unprofessional. This morning I called regarding a high temperature and severe throat discomfort, hoping to see a GP. The same receptionist argued that I did not require a GP appointment and suggested I see a pharmacist instead, stating I should follow the appropriate NHS pathway. I am not comfortable with this recommendation as I do not believe pharmacists have the same level of medical training as doctors. I feel reception staff are being given significant decision-making authority without adequate accountability. I have decided to leave this practice after only a few months due to the dismissive approach and lack of consideration shown toward patients.

Reception staff made getting help difficult

The quality of care at this practice has declined significantly. Previously it was excellent, but since the pandemic there has been a noticeable reduction in services compared to what was previously available, with the pandemic cited as the reason. There are concerns about how performance metrics are being presented when access to clinical appointments remains difficult. The reception team's manner could be more welcoming and helpful. Getting past the initial contact point feels like a substantial barrier, which is concerning if urgent care were needed. Overall, the experience has been disappointing and falls short of expectations.