New Queen Street Surgery

Impossible to book unless you're quick

An inconvenient location for a facility that occupies valuable town centre space. Getting an appointment is extremely difficult unless you happen to be quick with the online booking system first thing in the morning. It's unfortunate because when you do manage to navigate the system and receive care, the clinical staff are excellent. The leadership team should focus on improving staffing levels through better recruitment and retention strategies.

Smooth booking and quick referral process

I cannot fault the service I received at the surgery during my recent visit; from my initial contact through the online appointment system, to my consultation, where I was arranged for imaging at an external facility and a cardiac test at the surgery itself. Thank you to the entire team.

Reception staff were genuinely helpful and kind

The medical team at this practice are excellent, and the reception staff have consistently provided helpful assistance during my visits. I have always felt well cared for throughout my time as a patient here.

Felt listened to and well supported

I attended an appointment yesterday and the clinician was excellent with me. They listened carefully to what I had to say and provided genuinely helpful support. I'm very satisfied with the practice overall – the staff and support team are all wonderful. We understand that same-day appointments aren't always possible, BUT the team really does make an effort, so please be kind to the reception staff when you call x

Practice needs better organisation and care

Disappointing experience overall. The service lacked attentiveness and thoroughness in addressing my needs. For a healthcare facility, the standard of care provided fell short of what I would expect. I have received better organisation elsewhere.

Reassuring phone consultation despite no in-person exam

I had a telephone appointment when I was hoping to attend in person for a physical examination, however the consultation went well. The approach discussed was consistent with what I had been managing myself previously, and I found the interaction to be reassuring and showed understanding towards my situation.

Reception team made booking straightforward and easy

My recent experience at the local surgery was very positive and I hope the standard of care continues to develop in the future. With thanks.

Thorough care from the medical team

The care I received from both the medical professional and the therapist was excellent. They were very thorough in their approach.

Nurse practitioner helped when I needed support

I had been managing my symptoms myself for several days, but my condition continued to deteriorate and I found myself struggling to cope. I was appreciative when the healthcare professional examined me thoughtfully and provided me with a prescription. I'm genuinely thankful for this support. While over-the-counter options can be helpful initially, there are times when you need something more potent from a medical professional. Thank you.

Friendly staff made the visit pleasant

Excellent experience with a welcoming and approachable team.

Quick booking led to unhurried consultation

The online platform was straightforward and convenient to navigate. Within approximately ninety minutes, I received a call to arrange an in-person visit with a healthcare professional who conducted a comprehensive assessment and took adequate time during the appointment.

Reception staff weren't willing to help

The service fell short of expectations. The receptionist's approach was unhelpful, with the interaction focused more on disagreement than on working toward a resolution.

Helpful conversation made all the difference

Had a really useful conversation today. Much appreciated.

Reception unhelpful, kept pushing the app

Disappointing experience throughout the entire process! I recently registered as a new patient at the surgery in Whittlesey following a house move. The receptionist was unhelpful and repeatedly directed me to use the app. However, I was unable to access appointments through the app because my previous surgery's details were still showing on the system. I contacted my former surgery for guidance, and they indicated that new patient triage calls were being handled by phone, suggesting this was the approach the Whittlesey practice should be using as well. When I called back to explain this, the receptionist eventually agreed to book me an appointment over the phone. I later received a notification via the app stating that a clinician had attempted to reach me, yet I had no record of any missed calls on my phone. After finally securing an appointment, I was instructed to attend a different location instead. The entire experience was frustrating from beginning to end. I regret leaving my previous surgery, where the staff were considerably more accommodating and responsive.

Quick appointment but needed faster investigations

The appointment was arranged promptly and the consultation proved beneficial, however given the severity of my symptoms and the significant discomfort I was experiencing, I had hoped that additional investigations could have been scheduled sooner.

Grateful for quick appointment and sensible advice

I'm very grateful that an appointment could be arranged for me. I was informed that my throat complaint was of a viral nature and that antibiotic treatment was not necessary, which I found reassuring.

Quick and helpful service at the surgery

The service at the new Queen Street location was swift and efficient. The staff were very helpful throughout the visit.

Online booking worked better than phone queue

I attempted to contact the reception team by phone but found myself in a queue and had to abandon the call due to time constraints. I subsequently used an online platform and received a prompt response after submitting a form. This digital service proved to be quite effective, though I recognise that not all patients may have the ability to access it.

Appointment on time and questions answered well

The visit commenced promptly and the environment was welcoming. There were matters to discuss and the guidance provided was thoroughly satisfactory.

Seen quickly after submitting my request

Excellent experience. I was able to get an appointment promptly after submitting my request and received appropriate care during my visit.