Mowbray House Surgery

Friendly reception made the visit pleasant

Positive

Website opening times weren't updated for closure

My wife visited the pharmacy today after confirming the opening hours through the website. Upon arrival, she found the premises closed with a notice indicating a temporary closure for the holiday period. She was not alone in being surprised by this schedule change. It would be beneficial if the online information were kept current so that customers could plan their visits accordingly and avoid unnecessary trips.

Couldn't see preferred healthcare assistant at checkup

I have been attending for routine health assessments over an extended period. I found myself feeling anxious as I was not seen by my usual healthcare assistant and was instead seen by a different staff member, which was not what I was expecting or comfortable with.

Straightforward appointment with no issues

The healthcare professional provided a satisfactory service with no issues to report.

Quick appointment booking made easy

Was able to secure an appointment on the same day I requested it.

Phone queues and closed hours left me stranded

I'm extremely frustrated with this practice. I'm running low on medication and called yesterday requesting to speak with a clinician about adjusting my prescription, as my current supply doesn't last the full month like my other medications do. I was asked to ring back today to contact the pharmacy team, whose hours are between 12:30 and 2:30. When I called this morning, the surgery was closed for staff training. I'm very upset about this situation. I cannot suddenly stop taking my medication as this would cause serious withdrawal effects and poses a health risk to me. A few months ago, I experienced a concerning situation where I was unable to access an appointment, which I felt put my health in jeopardy. I believe the reception team at this practice would benefit from additional training. I've followed their instructions as requested, just as I did previously, yet I'm still unable to reach the appropriate person to help resolve this. It seems the receptionist should have been aware that training was scheduled today.

Friendly reception staff made the visit pleasant

Excellent medical practice

Staff were helpful and efficient throughout

Excellent team members who were very supportive, quick to assist, and approachable throughout my visit.

Appointment waits are frustratingly long here

Extended waiting periods to secure appointments, along with considerable delays once you arrive for your visit, combined with a limited selection of practitioners who deliver satisfactory care. I would recommend seeking recommendations from others before attending an appointment, so you can make an informed choice and potentially receive more efficient treatment from one of the more capable clinicians at this practice.

Friendly and professional nursing care

Excellent nursing staff and practitioners. Consistently demonstrated friendliness and professionalism.

Long waits and inconsistent appointment timing

I had to leave after waiting nearly an hour, as there were still patients ahead of me in the queue. I noticed that other individuals seemed to be seen and discharged much more quickly. This experience has left me with concerns about the overall efficiency of the appointment system.

Thorough appointment that put me at ease

I could not find any fault with the clinician I saw, as they were exceptionally thorough and helped me feel reassured during my appointment.

Reception staff refused to book appointment over phone

I found the receptionist's conduct to be quite unprofessional. When I attempted to arrange an appointment for required tests and provided supporting documentation, I encountered significant resistance. The staff member was dismissive, made multiple attempts to end the call abruptly within a short timeframe, and displayed a notably discourteous manner throughout the interaction. Their tone suggested a lack of respect for patients. What troubled me most is that this appears to be a recurring issue despite my infrequent contact with the practice. This behaviour is disappointing and reflects poorly on the wider team's approach to patient care.

Appointment times weren't what was promised

The scheduled appointment times frequently run significantly behind, with delays of around 40 minutes being common.