Mortimer Surgery

Terrible Practice

Misdiagnoses, lack of empathy, useless. I tried to get help for what ended up being a chronic condition and they accused me of just having a bad throat...

Helpful staff at a small surgery

A compact medical practice with a pharmacy department staffed by particularly accommodating personnel.

Local surgery convenient but pharmacy closure disappointing

A wonderful neighbourhood medical practice, though the on-site pharmacy facility is no longer available.

Friendly and efficient after switching surgeries

Having previously attended a different practice in another area for an extended period with consistently unsatisfactory experiences, I found that my new surgery has demonstrated notably greater helpfulness, friendliness, and efficiency across just a couple of appointments. The contrast has been quite striking compared to my previous healthcare provider. I would strongly encourage others to consider this practice.

Reception team got me registered and seen same day

Excellent practice - I recently joined this surgery after moving to the area. The front desk staff were exceptionally supportive in completing my registration promptly, and they managed to arrange a same-day urgent appointment to address a health matter I had. Within just a few hours, I had completed my registration, attended my appointment with a clinician, and obtained my medication all in one day! The entire team delivered outstanding service and I am truly appreciative. The reception staff have consistently demonstrated professionalism, warmth, and kindness, providing exceptional support throughout. I would strongly encourage others to register here, as I feel confident in relying on this practice.

Friendly receptionists and helpful pharmacy staff

The front desk team are consistently welcoming and supportive. The dispensary staff have provided excellent assistance whenever I've encountered issues with my prescriptions. Overall, it's a very good practice.

Staff were friendly and genuinely helpful

Excellent service with a welcoming and supportive team.

Impossible to reach by phone

Getting through to the practice proves extremely challenging. The service appears disorganised with staff who seem inefficient, and clinical professionals who appear to have limited availability. Overall, the experience has been quite disappointing.

No follow-up on important test results discussed

I found my experience at this surgery to be deeply disappointing and feel the standard of patient care fell short of what I would expect. I was waiting for important results that needed to be discussed so my treatment plan could be adjusted accordingly. However, no follow-up contact was made. After chasing the surgery, I was told that a member of the clinical team would call me back, but this did not happen. My next available appointment was scheduled a month away. I was then instructed to call back the following day between 2-3pm so that reception staff could discuss my results with me over the phone, which seemed an unusual approach. When I called back as directed, I found the surgery was closed for training, despite the website indicating it was open. Throughout this process, I felt that patients were viewed as an inconvenience rather than a priority, with the impression being given that the surgery was simply too stretched to manage patient needs properly. I understand that healthcare services operate under significant pressure, and my attempts to follow up on my care have added to my own time constraints without helping my health situation. Nevertheless, I believe patient care should remain the central focus. Overall, I was left feeling that my experience reflected a lack of organisation and coordination.

Receptionist attitude made me feel unwelcome

This has been an extremely disappointing experience with the practice. When attempting to book an appointment by telephone, calls go unanswered. Upon visiting in person, the reception staff interaction felt unwelcoming and dismissive. I have made multiple attempts to contact the surgery by phone without success.

Quick appointment and professional service

Extremely pleased with the care received. The appointment was quick and efficient, and the staff demonstrated a high level of professionalism throughout. 👍

Reception team made booking appointments easy

The reception staff here are absolutely lovely! I've genuinely never come across such a pleasant and supportive team. Many medical practice receptionists can be quite unfriendly and seem reluctant to assist, but this team really does go the extra mile. What's more, you don't need to ring right when the lines open to secure an appointment either!

Support staff made the appointment process smooth

I appreciate the excellent service provided and am very thankful to both the administrative team and clinical staff.

Reception staff were genuinely helpful and kind

I have always appreciated the support provided by both the reception team and clinical staff. They have been consistently helpful whenever I have needed to contact the practice regarding a family member's care. The surgery is fortunate to have such a dedicated team. Thank you!

Prescription delays and unresponsive dispensary staff

I took my child to this practice approximately two months ago for a consultation. The clinician was very attentive and identified that my child required support, subsequently recommending a liquid medication. However, nearly two months later, we still have not received this prescription due to issues with the pharmacy service. I have made multiple visits to the practice, including one yesterday where staff assured me the matter would be resolved. Despite calling the pharmacy repeatedly throughout the day, my calls have gone unanswered. I feel extremely frustrated with the level of service provided and the impact this delay has had on my family. I have awarded one star as I believe the service falls well short of acceptable standards.

Easier to book appointments in person at reception

The reception team frequently handles phone calls, so visiting the desk in person may be a more efficient way to book an appointment. Please note that face coverings are required when attending.

Receptionist hung up without helping

Poor service experience - found the staff to be unhelpful and lacking in empathy - reception ended the call very quickly when I raised my concern, without offering any useful guidance or clear direction on what to do next - the practice appeared indifferent to patient care and support - would recommend considering alternatives if possible.

Online prescription ordering system needs fixing

The online prescription ordering system appears to be unreliable. The dispensary has limited opening hours and the pharmacy consistently experiences lengthy queues. This means I need to visit the surgery twice monthly to submit and collect my prescriptions, which feels inefficient and increases exposure to illness for both myself and others, while also consuming practice resources for what should be a straightforward administrative task. When might the practice consider enabling patients to use an alternative online pharmacy service that functions more effectively?

Responsive and efficient from reception to consultation

The receptionists and medical staff at this practice demonstrated responsiveness, efficiency, and effectiveness. Much appreciated.

Reception staff weren't very helpful at all

I found the practice to be quite unhelpful overall.