New Queen Street Surgery

Patient Experience Summary

Patient feedback reflects a predominantly positive experience with the practice, particularly regarding clinical care and appointment responsiveness. Many patients reported receiving prompt appointments through online booking systems and telephone contact, with clinicians demonstrating thorough consultation skills, attentiveness to concerns, and compassionate care. Reception staff were frequently praised for courtesy and helpfulness. However, several service challenges emerge across the feedback. Appointment access remains inconsistent, with some patients experiencing difficulties navigating the online booking system, particularly those less familiar with digital platforms. Staffing difficulties have resulted in appointment cancellations and delays in alternative slot availability. Additionally, some patients noted limitations on prescription options and concerns about care coordination, including delayed communication of test results and occasional gaps in clinical follow-up.

The practice shows particular strength in clinical consultations, with patients consistently reporting that clinicians listen carefully, provide clear explanations, and demonstrate professional competence. Telephone consultations and same-day appointments were frequently available. However, barriers to access persist, with the online booking system creating friction for some patient groups. Reception experience varies, with most interactions described positively but occasional reports of unhelpful or dismissive approaches. Patients also highlighted concerns about system technical issues, including check-in display failures and delays in alert notifications for abnormal results. Overall, while clinical care quality is consistently praised, improvements in appointment accessibility, staffing resilience, and system reliability would enhance the patient experience.