New Silksworth Medical Practice

Abrupt and rude receptionist

Had an appointment today. there was a big sign asking to report your arrival to reception, which I did. however two staff was sitting in the reception area and ignored me. the third one walked in and I told her about my appointment. she appeared rude and abrupt pointed to a machine to sign in. I found her attitude unpleasant, unfriendly and she made me feel very unwelcome at my surgery. I am wondering why some receptionist can be so rude when they have the choice to be at least little pleasant. after using the machine she noticed that I wasn't happy with her attitude and the tone of her voice earlier, she kept saying thank you but I couldn't help myself to be polite and ignored her. I think staff members who have direct contact with patients need some training to learn how to be pleasant as part of their jobs.

Long wait times before getting proper assessment

I found the service at this surgery to be quite disappointing. As an older patient, I experienced a fall on some steps approximately two months following a knee procedure. I was experiencing significant pain and had mobility difficulties. After being assessed, I was advised to wait several weeks as the issue was thought to be a minor muscle strain. I made additional visits and eventually saw a healthcare professional. Due to the difficulty in obtaining a specialist appointment through the NHS, I chose to pursue private treatment for a hip procedure instead. Since moving to a different surgery, I have noticed a considerable improvement in the standard of care and how patients are treated.

Reception staff dismissive when handling patient enquiries

Based on my visits, I found that certain members of the reception team and those handling phone calls occasionally came across as patronising and inconsistent in their approach to patients. I was uncertain why I received such dismissive treatment. On several occasions, it appeared that receptionists applied rules that seemed arbitrary or invented, seemingly to deflect questions from callers and sidestep addressing concerns, possibly due to lack of willingness or availability to engage with the issues properly.

Promised link never arrived, left practice

I contacted the surgery and was informed that a link would be sent to my mobile device, however it did not arrive after two days. When I called back, I was told this was due to a technical issue. Given the seriousness of healthcare matters, I felt the practice should have proactively reached out to me, particularly as I was experiencing discomfort. The receptionist's manner was unhelpful and lacked warmth. I believe the front desk staff would benefit from improved communication skills. As a result of this experience, I have decided to register with a different practice.

Appointment cancelled over outdated address details

I recently visited and experienced poor treatment. The staff member attempted to cancel my appointment solely due to an address discrepancy on file, which is something I have not encountered at other healthcare facilities I have attended.

Clean practice with friendly staff

The team here are wonderful and the premises are maintained to a high standard.

Reception staff made booking process difficult

I called to request an appointment and was informed that the booking needed to be completed online. As I was having difficulty with this process, I asked for assistance. The receptionist seemed reluctant to help and appeared frustrated while completing the form on my behalf. I found her manner to be unpleasant and unhelpful. I am considering registering with a different practice.

Nothing seems to work properly here

The practice does not function as expected.

Practice left me without medication for weeks

I am extremely disappointed with this practice and would have preferred to give zero stars. I found the experience deeply frustrating. A serious condition I developed in August was not identified by multiple GPs, and only after spending a considerable amount of time in A&E was I referred to the appropriate specialist. Despite clear recommendations from my consultant, I have faced significant difficulties in obtaining my prescribed medication. My essential medication has been classified within their system in a way that has led to inconsistent prescribing since September, with the practice recently suggesting it should be issued elsewhere instead. When I have submitted requests for this medication, I have not received notification that they have been declined, leaving me without adequate supply of medication I urgently need. This lack of communication has been particularly concerning. I feel that cost considerations may be influencing decisions about my care, and I have decided to seek treatment elsewhere. I believe patient wellbeing should be the priority for any medical practice.

Online booking system unreliable and unhelpful reception staff

The customer service experience was disappointing. The practice does not facilitate appointment scheduling via telephone, yet the online booking system proved to be unreliable. After booking an appointment through the online platform, I visited the clinic in person to verify that my appointment had been properly entered into their records. The reception staff confirmed that the booking was registered and assured me I would receive a call from a clinician within 48 hours. However, no contact was made within that timeframe. When I subsequently called reception to arrange an appointment through an alternative method, I was unable to complete this request after waiting in the queue. I would not recommend this clinic to others. The service fell well short of expectations.

Staff member went the extra mile for me

I'm not usually one to leave reviews, but felt I had to mention the outstanding care I received during my recent visit. The healthcare assistant I saw went out of their way to make a difference and did that rare thing these days of actually seeing something through, rather than passing the matter along. Thank you for your exceptional service, you're a star.

Friendly reception made the visit pleasant

I appreciate the care provided. Excellent experience today.

Reception staff dismissive about online booking struggles

I would rate this lower if possible! The reception team came across as dismissive and lacking in courtesy. I raised concerns about how an older person could manage to schedule an appointment through the online system, but this wasn't addressed helpfully. It's understandable why patients are choosing to move to other practices. The telephone waiting times are extremely lengthy, and even when you're first in the queue, you're left waiting an unreasonable amount of time. An automated booking system might actually be more efficient than the current approach.

Treated with dignity despite appointment struggles

One of several medical practices located within the same building. I have been a patient at this surgery for approximately five years and, aside from the challenge of securing appointments which seems common across most practices, I have experienced no problems. The staff have consistently treated me with dignity and respect.

Reception staff made my parents feel unwelcome

This isn't the first occasion my parents have felt unwelcome, but during a recent visit the receptionist's manner upset my mother considerably. Given that they're both dealing with health concerns, being treated in this way felt particularly upsetting. I believe your team would benefit from additional training in patient interaction. My parents have been loyal to your practice for many years, but they've now decided to register elsewhere in hopes of receiving better service and support.

Phone lines impossible to get through on

Received a letter requesting that I arrange an appointment due to an ongoing health condition. I attempted to contact the practice on multiple occasions but experienced prolonged waiting times on each call, lasting at least half an hour. Due to work commitments, I was unable to continue waiting. When I finally managed to get through, I was informed that no appointments were currently available and was asked to ring back in a couple of weeks. I found it frustrating to receive a letter inviting me to book an appointment when none appeared to be accessible. I am concerned about the current state of appointment availability within the NHS.

Friendly reception made the visit straightforward

The team were welcoming and everything went smoothly.

Triage system made booking appointments straightforward

The updated appointment system makes it straightforward to secure a suitable time slot with the appropriate clinician. The healthcare professional I saw was excellent, and follow-up communications were sent via text message. The service was of high quality. There is no requirement to spend time waiting on the telephone, allowing you to continue with your daily activities and work commitments.

Reception unhelpful with patient information queries

The clinical staff are excellent, however the reception team could be more accommodating. I recognise the importance of confidentiality procedures, but when calling to enquire about a relative's test results and medication requirements, being unable to receive any information feels counterproductive. This seems like an overly rigid application of policy rather than a practical approach to patient care. I found this experience quite frustrating.

Reception staff ignored phone queue completely

The reception team's manner could be more welcoming. When calling the surgery, I experienced lengthy wait times while staff appeared occupied with other conversations. On one occasion, I was present in the waiting area and noticed the phone lines seemed unattended despite what appeared to be a significant queue of callers.