Moorside Surgery

Impossible to reach when you need help

I feel that accessing this practice is extremely challenging. I have attempted to reach out on numerous occasions but have ultimately abandoned my efforts as the process feels insurmountable to me, which has resulted in my health deteriorating. I believe individuals who are neurodivergent would encounter significant difficulties in trying to make contact with them.

Surgery prioritises rules over patient needs

I hope I don't need to visit anytime soon because I feel the practice is operated with the doctors' interests in mind rather than those of the patients. I received a message today requiring me to follow a particular health protocol despite it being optional. I believe that my previous health precautions should be sufficient for my visits.

Long-term patient but receptionists lack warmth

I have been a patient at this practice for many years since childhood, and have consistently experienced compassionate and understanding care from the clinical staff throughout that time. The receptionists could benefit from adopting a more welcoming approach; when I called after 10am to book a non-urgent appointment, having deliberately waited to avoid taking up slots needed for others, I found the receptionist's manner to be somewhat cold and dismissive. Apart from this, I feel the practice is excellent and maintains high standards of cleanliness. One member of the nursing team was particularly helpful, arranging pre-travel vaccinations for me at short notice and generously staying late to accommodate my appointment. I would have no hesitation in recommending this practice to others.

Polite staff and convenient out of hours appointments

A pleasant healthcare facility offering extended appointment availability, staffed by courteous and friendly professionals.

Reception staff unwilling to listen to concerns

I have found this practice to be extremely unsatisfactory. The reception staff member's manner was unkind and distressing to me. I have been registered here for a year and am keen to move to a different provider. I arranged an urgent appointment through NHS 111 and was given a specific time to expect contact. However, no call came through. When I rang the surgery myself, the receptionist was dismissive and suggested I should not have used NHS 111, stating my issue was not genuinely urgent, without asking me to explain what I was experiencing. On another occasion, I booked an appointment via the NHS app for June but received no contact on the scheduled day. Instead, I was called back approximately two months later at an unexpected time, and the clinician seemed puzzled as to why I was not available to take the call. I was also told by a clinician that mental health concerns are not a priority for them. If you have alternatives available, I would strongly recommend considering them rather than registering here. UPDATE: Rather than having conversations with patients, the practice sends text messages directing people to see a pharmacist. I have experienced significant symptoms for several weeks and have already attended a pharmacist multiple times. The pharmacist themselves advised that I should be seen by a doctor urgently. However, the practice would not be aware of this because staff do not seem willing to engage in direct discussion with patients.

Responsive practice that answers calls promptly

I have been a patient at this practice for six years and have consistently received excellent care. The clinical team promptly responds to calls and readily provides urgent appointment slots when needed. The administrative staff have also been particularly supportive and accommodating throughout my time as a patient.

Reception staff made me feel genuinely welcome

I have had a very positive experience at this practice. Since becoming a patient several years ago, I have consistently felt treated with respect and dignity. The clinical staff demonstrate thoroughness and courtesy in their approach, and this professionalism extends to all members of the team. The reception staff are friendly and supportive, and the on-site pharmacy service adds considerable convenience. Overall, I would rate this practice highly and would recommend it.

Reception staff dismissive during difficult health conversation

This practice employs some staff members who I felt lacked the necessary qualifications or enthusiasm for their roles. During my recent visit seeking assistance, I left feeling disappointed and distressed by my interaction with a clinician. I was concerned that my reported sleep difficulties over the past week were dismissed as unremarkable, and I felt my overall wellbeing concerns were not adequately addressed. I found the consultation troubling and would encourage others registered here to seek additional support from alternative sources where they feel their health concerns will be taken more seriously.

Staff took time to listen and explain clearly

This is the finest medical practice I have experienced. The team members are polite and supportive, and all healthcare professionals regard you as an individual and make themselves available to you. They pay attention to what you say and communicate in an understandable way that leaves you feeling assured and at ease. I would suggest this practice to anyone with complete confidence. Thank you to everyone for the care provided. I genuinely find it difficult to comprehend some of the unfavourable feedback posted here, as I personally believe the entire team delivers an excellent standard of service.

Struggling with long waits and prescription system issues

This practice was previously reliable, but the experience has deteriorated significantly. Obtaining a telephone consultation now requires waiting several weeks, with in-person visits taking considerably longer to arrange. Additionally, the automated prescription renewal system appears unreliable, as requests do not always process correctly, necessitating verification before attending appointments. It is unfortunate given that some clinical staff members provide excellent care.

Reception staff made booking appointments unnecessarily difficult

I previously had positive feelings about this practice, but I now share concerns that have been raised by others regarding the reception experience. The front desk staff communication style is problematic, and there appears to be a gatekeeping approach to appointment availability. Phone interactions lack professionalism and can feel dismissive. It is disappointing because the clinical staff members I have encountered are genuinely skilled and attentive when consultations do take place. However, accessing care requires navigating reception barriers, and patients may feel pressured to disclose sensitive health information to non-clinical staff in order to secure an appointment. In my own experience, I disclosed the nature of my concern despite its confidential nature, only to be told an appointment could not be arranged as the matter was not classified as an emergency. This raises questions about whether clinical decision-making regarding urgency should rest with reception staff rather than qualified practitioners. Additionally, since submitting my initial feedback, I have submitted two requests for routine medication repeats, which have not been processed despite this never being an issue previously. This administrative failure has left me without essential medication. Had I been able to access a clinical appointment as initially requested, this prescription matter could have been resolved directly during that visit. The overall experience suggests inconsistency in service delivery and accessibility to necessary care.

Policy change left me without prescription cover

The practice altered their approach to handling repeat prescription requests without notifying patients beforehand, which has created a situation where I cannot obtain my medication until the following week, causing an interruption in my treatment routine. In response to the Surgery's reply - There appears to be insufficient staff awareness and/or consistency within the practice regarding their procedures, as I have been able to request prescriptions by telephone previously (as recently as December), yet when I contacted the practice this week to place another request, I was informed that following a recent meeting, the decision was made to discontinue accepting repeat prescription orders through telephone communication.

Reception staff made booking an appointment difficult

The reception team at this practice has not met my expectations. I found their communication style to be unhelpful and discouraging when attempting to arrange appointments. Their telephone manner left much to be desired, coming across as dismissive and condescending. I felt frustrated by my interactions with them and have decided to seek care elsewhere as a result.

Reception staff made me feel welcome

The reception team were delightful and the clinical staff provided excellent care. This is a fortunate practice to be registered with.

Hard to reach and long waits for appointments

I was quite disappointed with my experience at this practice. Whenever I attempt to contact them, I find myself having to make multiple calls throughout the day before I can reach someone. Additionally, available appointments seem to be scheduled several weeks in advance, which is frustrating. On another note, collecting prescriptions from the pharmacy required me to make multiple visits. That said, the team members were pleasant and accommodating, doing their best to assist. The facilities and equipment at the practice are adequate.

Easy to book appointments over the phone

The team at this practice is genuinely kind and the clinicians make a real effort to address your concerns. They have been very supportive during my visits and it is straightforward to arrange appointments by telephone - you simply need to call at 8 o'clock in the morning to book a slot with your GP. I would like to express my appreciation to all the clinical staff for their assistance and encourage them to continue providing such good care.

Reception staff were unhelpful and dismissive

I am extremely disappointed with my recent experience. Following a call to reception and a conversation with a staff member who came across as rather dismissive, I was informed that accessing my medical records presents significant difficulties. During a recent appointment, after describing my concerns, I was asked what I hoped to achieve from the visit. I left with only a piece of paper containing two website addresses. My attempts to contact the practice management have proven equally challenging. I suspect this feedback may not be acknowledged or acted upon. The practice has noticeably declined since relocating to the new premises, whereas it was previously of a high standard. I am seeking a healthcare provider who demonstrates the thorough, professional approach I would expect from someone with extensive training and experience in their field. I would recommend that prospective patients explore other options before committing to this practice. Having been registered here for many years, I feel well-positioned to observe the deterioration in standards. In a subsequent development, I eventually received correspondence at a significant cost, which purported to summarise details regarding my health matters. I was troubled to discover that several significant medical events from the past year and a half appear to have no documentation in the practice records. Following a telephone conversation, I have been given a three-week wait for an appointment to review my medical file with a clinician. I apologise to others seeking timely appointments for their health concerns, as it appears the practice is currently unable to accommodate demand efficiently. Further updates may follow.