Nelson Health Centre

Long waits despite booking an appointment slot

My family across multiple generations have been patients at this practice, and the sole issue I have encountered is the consistent delays in appointment times. When scheduled for a particular time, I have found that consultations never commence at that hour. Instead, there is typically a wait of between fifteen to forty-five minutes past the scheduled slot. Throughout more than a decade of attending appointments, I have not experienced one that started punctually. Whilst this may be a systemic challenge for the practice to address, I suspect the underlying cause relates to insufficient staffing levels and resource constraints rather than a deliberate failing.

Repeated appointment cancellations and unresponsive phone lines

I am very disappointed with my experience at this clinic. The service has felt unprofessional and of poor quality. I have been attempting to secure an appointment for an extended period, and my bookings have repeatedly been cancelled. I regret switching to this practice. Additionally, I found the reception staff to be unwelcoming, and I felt that my health concerns were not treated with appropriate care. Phone calls often go unanswered. I would not recommend this clinic to others.

Prescription issues left me without medication

My mother has experienced ongoing issues with my prescriptions, including instances where the medication has not been forwarded to the pharmacy and occasions when I have been left without my regular medication for several days. This has been disappointing and felt unprofessional.

Practice failed to listen to patient needs

The experience at this practice was disappointing. There were concerns about how a patient's records were managed, which affected their ability to access appropriate care. The practice did not meet expectations in terms of attentiveness to patient needs, with issues including medication errors and missed appointment arrangements. I would recommend considering alternative healthcare providers.

Receptionist seemed dismissive about appointment booking

The receptionist I encountered today appeared disengaged during our interaction. When I inquired about the best time to ring back to arrange an appointment, I was told to call towards the end of the week. Upon seeking clarification about whether this meant Thursday or Friday, the response was vague and noncommittal, which I found unhelpful.

Friendly receptionist made the switch easy

My family and I are currently in the process of transferring to this medical practice. So far we have had no issues, and the reception staff have been friendly and very accommodating. We are relocating from another practice in the area.

Reception team were really helpful and friendly

Extremely useful. Much appreciated!!!!!!

Reception staff could improve their manner

The receptionist at this practice displayed an unhelpful attitude during my interaction. Their manner came across as dismissive and unpleasant, which detracted from the overall experience at the surgery.

Got booked into closed surgery on Saturday

Contacted the surgery on Friday about an urgent medical matter. I was informed that no appointments were available at my usual practice, so I was told I would be transferred to an alternative location for the following day, which was Saturday, as they indicated they wanted to ensure I received prompt attention. I had an appointment scheduled for 10am and paid £18 for a taxi to attend, only to discover that the alternative surgery I had been booked into was also closed, as it operates Monday to Friday only. This resulted in me being directed to attend an appointment at a location that turned out to be unavailable.

Reception staff showed genuine care and empathy

A member of the reception team during an afternoon shift provided excellent service with genuine empathy and helpful assistance. Brilliant. Thank you.

Reception staff were dismissive and lacked empathy

The reception team displayed behaviour that felt dismissive and lacked professionalism, with interactions that did not convey respect or understanding. The younger staff members appeared to lack the interpersonal skills and sensitivity that might be expected in a healthcare setting. The clinical team showed inconsistency in their approach, with some practitioners appearing more engaged than others. There were concerns about the quality of diagnostic care received over an extended period, and the level of support provided following diagnosis felt inadequate. After a considerable time as a patient at this practice, the decision was made to seek care elsewhere. Those for whom healthcare quality is a priority may wish to consider other options.

Doctor took time to help me properly

I've had a really positive experience so far. The clinician made an effort to locate the information I needed rather than leaving me to search for it myself. They asked relevant questions and provided comprehensive support. The premises are clean, well-maintained and professionally presented. The reception team are friendly and approachable, making interactions straightforward and offering genuine assistance.

Friendly staff listened and modern clean surroundings

The team members are all very welcoming and courteous, and I was pleased with the standard of care I received. The nursing staff in particular are extremely supportive, and made an effort to hear what I needed and respond appropriately. The premises are well-maintained and contemporary, so the surroundings are reassuring compared to other medical facilities I have visited. Additionally, it is conveniently located near the town centre, which makes getting there straightforward.