Nantgarw Road Medical Centre

Prescription delivery failures caused repeated inconvenience

I've had a frustrating experience with prescription management at this practice. On three separate occasions over recent months, I've needed to travel a considerable distance to collect prescriptions in person, despite ordering them well in advance. This should have been delivered to my local pharmacy instead. As a result, I've experienced gaps in my medication on two occasions due to what appear to be administrative errors. The explanation provided regarding the handling of my prescription was unsatisfactory. I intend to lodge a formal complaint through the appropriate channels. Since registering with this practice following a change in my previous arrangements, I had an initial consultation that left me feeling unheard, and I haven't felt motivated to book further appointments since. I'm actively looking to transfer my registration to another practice at the earliest opportunity.

Phone queues take patience and persistence here

It might take 10 minutes or 30 and eventually you will get through to the receptionist who will then ask you questions, they will then decide if you are to be put on a call from a clinician. It might be that day or it might be in a few days' time. And if you're waiting for a repeat appointment then expect to wait several weeks past when it was due. Don't be put off though as you can ring every morning to see if someone has cancelled. You could escalate a concern to the practice manager who will then decline to provide their contact details to lodge a formal complaint.

Thorough doctor who really listens

The clinician I saw was excellent. They demonstrated genuine understanding and ensured all appropriate investigations were carried out.

Dismissed with pain and no follow-up plan

I have been experiencing ongoing digestive issues and have been unable to work due to significant discomfort. I attended an appointment to see if there was anything that could be done to help. An examination was carried out but nothing was identified. My symptoms worsened and the practice contacted me. When I explained my situation, they called back around 4 o'clock to say they were unable to assist further and advised me to wait to hear from the specialist nurse. I felt frustrated that I was left without support while experiencing considerable pain.

Receptionist helpful and doctors listen well

I've attended on a couple of occasions recently. The reception staff demonstrated professionalism and provided helpful assistance. The clinical staff consistently maintained a professional approach, conducted thorough examinations, and gave careful consideration to the concerns raised during consultations.

Phone queues make appointments impossible

It is extremely frustrating that contacting the surgery by telephone is so difficult. The practice frequently experiences high call volumes, resulting in lengthy queues where patients must wait extended periods to speak with someone. This morning, for example, I called at 8:30am and remained on hold until 9:40am. This appears to be a recurring issue rather than an isolated incident. When I inquired about the local branch site and its opening arrangements, I was informed that consultations there are currently being conducted by telephone only.

Felt rushed and not properly listened to

I wouldn't mind the lengthy wait time for my appointment if the clinician had been more attentive during the consultation. Instead, I felt interrupted and quite uneasy throughout the visit.

Rushed appointment without proper examination

I had a very negative experience during my recent appointment. I felt the clinician was dismissive and didn't take time to properly assess my concerns before concluding the visit. As someone who maintains a healthy lifestyle and rarely seeks medical attention, I found this approach particularly frustrating. The lengthy appointment waiting times, typically around four weeks, are also a significant issue. However, I would prefer to wait longer to ensure I can see a healthcare professional who demonstrates genuine care and attentiveness to patients. I am reluctant to return for urgent appointments due to concerns about receiving similar care.

Impossible to book appointments when needed

The service provided falls significantly short of expectations. Obtaining an appointment presents considerable difficulty, with wait times extending several weeks into the future. The clinical staff appear dismissive of patient concerns and fail to engage meaningfully with the issues raised during consultations.

Reception staff were unhelpful and dismissive

This practice appears to be poorly managed overall. The reception staff can seem quite abrupt and unwelcoming, and some of the clinical staff come across as rather dismissive and overly self-important.

Struggling to book appointments here

It is extremely difficult to secure an appointment at this practice, with waiting times extending several weeks. Some of the clinical staff can come across as dismissive, and consultations feel hurried despite the lengthy wait beforehand. Overall, this has been a disappointing experience compared to other surgeries I have attended, and I am considering changing providers.

Long waits despite arriving on time for appointments

Over my recent visits, I have arrived punctually for scheduled appointments only to find myself waiting in the reception area for considerably longer than expected. My most recent appointment was rescheduled by the practice, with a new time arranged for the following day. When I attended today, I left without being seen and was given another appointment instead. At my scheduled time of 10.30am, I was informed there were three patients ahead of me. By 11.20am, I was told the same thing—still three people waiting before me. I have been a patient at this practice for many decades since childhood. The surgery previously felt attentive and individualized, but it appears to have transformed into a larger medical facility. The focus now seems to be on efficiency rather than compassionate care or personal attention. It feels as though the attitude is that if patients are dissatisfied, they are free to seek care elsewhere.