Moorside Surgery

Couldn't get the help needed

The NHS service at this clinic has been disappointing. On multiple occasions when I've required assistance, I've felt let down and unsupported. I've consistently struggled to receive the care I need. I would not recommend joining this practice if you're seeking quality healthcare.

Reception staff dismissed concerns without proper assessment

My daughter felt patronised and undervalued after her interaction at reception today. The receptionist's manner came across as dismissive, and when my daughter presented with significant facial swelling that had persisted for several days, she was given a casual explanation rather than being taken seriously. My daughter was then directed to seek an eye care appointment elsewhere, which involved travelling into town, only to be informed she should have consulted a GP instead. When I sought to raise concerns about this experience, I was told there was no one available to discuss the matter and was directed to submit a written complaint with an expected response timeframe of 28 days.

Reception staff were dismissive during urgent call

The reception staff displayed behaviour that my wife found discourteous and dismissive during a recent interaction. Following a surgical procedure, she attempted to contact the practice on multiple occasions within a short timeframe, but her calls were disconnected repeatedly. When the call was eventually answered, the staff member's manner was perceived as unkind and unhelpful. Despite the time-sensitive nature of her situation given her recent operation, an appointment was not offered. I would encourage the practice management to review the conduct and training of their front-of-house team to ensure patients receive more considerate and professional service.

Getting appointments here is actually straightforward

A satisfactory medical practice in comparison to my previous surgery, which experienced a notable decline in service quality following an organisational restructuring and the pandemic period. Obtaining appointments with clinical staff is straightforward without excessive administrative barriers, and telephone calls are handled by courteous staff members. I also appreciate the availability of the digital appointment assistance tool via messaging application.

Reception staff were dismissive and unhelpful

The reception staff were unwelcoming, and this practice ranks among the poorest I have experienced. During a consultation, I was interrupted and made to feel that raising multiple concerns was inappropriate, and the interaction left me feeling dismissed.

Reception staff were dismissive and unhelpful

The reception team's manner was quite off-putting, which led me to end the call. I'm unable to comment on the clinical staff since my son's appointment availability has been extremely limited over the past couple of years.

Helpful reception staff and caring doctors

Excellent experience throughout my time as a patient here. I have consistently received helpful support from both the front desk staff and clinical team members. Everyone demonstrates a genuine commitment to assisting patients. I am very satisfied with the care provided and would not consider switching practices. I appreciate the dedication shown by all involved.

Felt rushed and discouraged from asking questions

My father attended a recent appointment, which he believes was with a locum practitioner. Being elderly with significant health concerns, he found the consultation experience unsatisfactory. He reported that the clinician made a comment that felt dismissive of the time spent together, which left him reluctant to raise an additional health matter that was on his mind. While I understand the pressures facing the NHS, I feel that practitioners should maintain a professional and respectful demeanor toward patients at all times, regardless of their employment arrangement or compensation.

Quick appointments when you need them

The reception staff and medical professionals are consistently pleasant and courteous, and whenever I contact the practice, I am able to secure an appointment on the same day.

Felt judged rather than listened to during appointment

5 stars for the other clinicians but 1 star for one particular doctor. The majority of the medical staff, including senior and junior clinicians, provide excellent care with one notable exception. One senior clinician comes across as condescending, judgmental, and appears to hold stereotypical views. During consultations, this clinician asks numerous questions, many of which seem irrelevant to the presenting issue. There is a tendency to make assumptions and judgments about patients and their reasons for attending. The appointment felt adversarial, as though having to defend and justify bringing a child in for medical assessment. While it is concerning that some children do not receive appropriate healthcare access, this clinician appears to assume that parents attending with their children are doing so unnecessarily, such as to keep them away from school. This seems unfair when a child has a contagious infection and cannot safely attend educational settings, particularly when school closures coincide with the illness period. The clinician does not appear to listen carefully to patient concerns and instead makes premature judgments and assumptions. Other senior clinicians provide brilliant care and support. There is concern that one of the excellent clinicians was being observed by the problematic clinician, and worry about potential negative influence on their practice. A previous appointment with this same clinician years ago left a similarly negative impression of feeling unwelcome and uncomfortable. The fundamental role of a doctor should be to care for patients with genuine regard, to diagnose medical conditions when present, and not to judge parental decisions. Retraining would be beneficial. It is surprising that this clinician achieved a senior position within the practice.

Receptionist helped when I called too late

The current system of calling on the day at 8am to book an appointment works really well. I called a bit later than ideal today, but when I spoke to a considerate receptionist about what I needed, they managed to fit me in during the afternoon. All of my concerns were thoroughly addressed and the team went out of their way to help. The entire staff demonstrate excellent standards of professionalism, warmth and reassurance. I've noticed in the waiting area that some patients can be quite demanding and impatient. This may well account for some of the less favourable feedback that appears online. Having been attending for many years and consistently receiving outstanding care, I can only speak positively about my experience. Without elaborating, the level of care and attention I've received has been genuinely life-changing. My sincere appreciation goes to everyone at the practice. On a final note, it's worth remembering that people tend to voice complaints more readily than praise. Sometimes longer waits occur because clinical staff are attending to patients with more urgent needs, and I've experienced this myself and felt grateful for their priorities. If you've had a positive experience, it's valuable to share that feedback. Rather than focusing on the negative, we should recognise how fortunate we are to have access to our healthcare service and this particular practice.

Friendly reception and convenient location

Convenient location with a welcoming team

Reception staff dismissive over urgent prescription request

My partner has a respiratory condition and required an urgent prescription refill. Despite the surgery having records of her medical history, she was unable to receive assistance. The reception team were unhelpful during the phone call, which caused her considerable distress. When she asked about obtaining an emergency supply, she was directed elsewhere rather than being supported by the practice. I was disappointed that the surgery did not provide the help I felt they should have offered in this situation. I hope this matter can be addressed.

Long wait times, limited helpful appointments

There are only a few competent practitioners at this surgery. When I attended with persistent abdominal discomfort that had lasted several weeks, I felt my concerns were not adequately addressed. The quality of care seems to have declined from what it once was.

Practice staff were genuinely helpful and attentive

This is an excellent practice with high-quality staff members. The team were brilliant and genuinely helpful throughout my care. I am very grateful for the support provided, as significant progress has been made with my health management in just a couple of months—something that had not been achieved at my previous practices over a much longer period. This level of care is truly appreciated.

Quick appointment booking over the phone

I called the surgery mid-morning and was able to secure an appointment within the hour. The reception team demonstrated kindness and helpfulness during our phone conversation. I would particularly like to highlight the clinician I saw, who showed both compassion and attentiveness during my consultation. Thank you to everyone at the practice!

Easy to book appointments and friendly staff

This is an excellent practice to contact when booking an appointment. The team members are welcoming and approachable. The car parking facilities are also very convenient, with spaces readily available during my visits to the surgery.

Friendly staff made the switch worthwhile

I'm pleased with my decision to register at this practice. I transferred to this surgery approximately two years ago due to its convenient location relative to my home compared to my previous provider. During my time as a patient, I've attended multiple appointments and been seen by various members of the clinical team. Each interaction has been positive, with staff demonstrating helpfulness, friendliness and professionalism throughout. I'm satisfied with my choice to make this change.

Long wait for callback left us frustrated

The physiotherapy team kept my wife waiting until 6.30pm for a call while I was with her. She then received a voicemail stating they had attempted to reach her and asking whether she wished to reschedule her appointment. I found this approach frustrating and felt the timing was inconvenient. I have concerns about how the contact was made and the circumstances surrounding it. I would like to know how to lodge a formal complaint about this experience.

Helpful receptionist but long wait times

Satisfactory