New Queen Street Surgery

Reception staff made dismissive comments about parents

I visited the practice to discuss my test results with reception staff. While I was there, I overheard another team member making negative comments about parents, suggesting that some are seeking diagnoses primarily for financial reasons. I understand that this concern exists in some cases, but parents often need to advocate strongly for their children to access the support and treatment they require. I found it concerning that a staff member would speak so critically about a parent who was trying to help their child in this way.

You are disgraceful

I have been trying everything to come off my medication since 2023. Because you hold me hostage! How can it take millions of pounds to educate a human being to teach them to care? Does this not seem questionable to anyone? Millions and millions to help 1 human beings and you all call me insane? What is wrong with you? What is it? Do you really hate me this much? You don’t even know me!

Efficient booking process and quick appointment

Straightforward and well-organised.

Quick appointment for injection procedure

Attended an appointment for a steroid injection and received the treatment without any complications.

Injection procedure was painless and well explained

I received an injection in my knee and was apprehensive about the procedure. However, the experience was painless and handled with great professionalism. Everything was clearly explained to me throughout, and I couldn't have asked for better care. I'm already noticing an improvement. Thank you very much.

Reception staff made me feel truly heard

The clinical staff members were outstanding. They demonstrated exceptional efficiency by consolidating three separate appointments into a single session, which benefited both me and the practice. Their proactive approach was excellent, and their manner and understanding exemplified best practice standards. The procedure itself was significantly improved compared to a previous experience; it was virtually pain-free and felt genuinely collaborative throughout.

Felt listened to and well cared for

Courteous service delivered by a considerate team.

Saw a doctor quickly despite multiple health issues

It was wonderful to be seen quickly by a clinician, particularly given the complexity of my health concerns. I appreciated having a plan established and receiving guidance on next steps to support my wellbeing. Thank you.

Felt heard and unhurried during consultation

I found the clinician excellent. I spoke with them about my health concerns and they made me feel very comfortable. They didn't rush me and was extremely helpful.

Reception dismissed us for being slightly late

Quite an unsatisfactory experience. My wife contacted reception in the morning to request an appointment and was instructed to submit the request via the online system. We completed the form and received a call a couple of hours later offering a late afternoon appointment, which we accepted. While travelling to the practice, unexpected congestion caused a delay. We telephoned reception to notify them of the hold-up and were assured the message would be relayed to the clinician. Upon arrival approximately 12 minutes behind schedule, there was no facility to check in. After waiting roughly 5 minutes to speak with reception staff, they came outside rather than allowing us to enter, and we were informed the clinician had already attempted to call twice, concluded we were absent and had departed. We were then instructed to arrange another appointment through the online system. Shortly afterwards, we received a text confirming we had not attended the appointment. While we recognise that lateness is not ideal, we made considerable efforts to notify the practice beforehand. The apparent lack of adaptability, adequate communication and empathy proved deeply frustrating. The experience felt dismissive and unhelpful, particularly given that we had adhered to the procedures exactly as directed.

Smooth first visit, but the booking system needs work

I wasn't sure what to expect for my first visit, but I was pleasantly surprised by how smooth and organized the entire process was. The clinician I saw was wonderful—they explained everything so clearly and professionally. I'm really happy with my experience. The only downside is the appointment booking system. It is not simple to be accessed by all people. There must be a direct call line for the practice then the practices must stop to redirect the patients to the online system. The online system was designed for younger generations exposed to digital technology since childhood. In my experience, many times even the reception staff were not familiar with the online system. Additionally, the questions on the online system sound like the doctor asking the patient to have a preliminary opinion regarding their own health condition. This is frustrating. There must be an easier way.

Efficient hand injection appointment

The clinician who performed the hand procedure was very pleasant and completed the treatment in an efficient manner.

Lengthy wait but thorough and attentive care

Had to wait quite a bit before being seen, but it proved to be worthwhile. The clinician was excellent and demonstrated a comprehensive approach to the consultation.

Called early as promised and questions were answered

I had requested that a clinician call me to discuss an ongoing health concern. I received the call early on the day I was anticipating it. The clinician was courteous, approachable and devoted time to going through recent findings with me. They gave me the opportunity to raise questions, paid attention to what I said and was able to provide reassurance along with guidance on the steps to take immediately and for future follow-up. During the call, the clinician shared relevant resources to my phone so I could easily reference the guidance I had received. I finished the conversation feeling considerably reassured.

Seen quickly and felt properly listened to

Received a same-day appointment and was seen promptly. The healthcare professional took time to listen to my concerns and provided reassurance about my wellbeing.

Confusing booking system but swift clinical response

The process for describing the reason for the appointment lacked user-friendliness, with inflexible and restricted choices available for input. Despite this, the clinical team's response was prompt and efficient.

Helpful support with monitoring equipment

I have been managing my condition with insulin therapy. Recently I was prescribed a continuous monitoring device for my blood glucose levels. This has been tremendously beneficial in helping me maintain my readings within the target range and has also enabled me to identify when my levels are dropping below safe thresholds. I am grateful to the clinical team who recommended and prescribed this device for me.

Always helpful and easy to book with

Excellent experience as usual.

Consistent care from the injection clinic

The nursing staff member who typically administers my injection is very competent and provides excellent care.

Quick response to my online query

Excellent service. Two hours after I submitted my query via the online portal, I had a reply from a clinician with advice and an imaging scan arranged.