New Silksworth Medical Practice

Reception staff hung up during phone call

Extremely dissatisfied with my experience! Reception team performance is very poor! 😡 Following the closure of the nearby medical centre, this practice has significantly declined in quality! There are numerous negative reviews, with most complaints focusing on the unprofessional conduct of the reception team. Calling the practice consistently results in lengthy waiting times… In our recent situation, we submitted an appointment request through the online booking system for a nurse consultation. The practice indicated they would respond within 48 hours… yet after a week had passed with no contact… We called the practice and waited 30 minutes to speak to someone. We asked the receptionist about the status of our appointment request. From the beginning of the call, her tone was dismissive and unfriendly. She informed us that we would need to submit another online appointment request ourselves…After already waiting a week without any response, we were frustrated to be told to repeat the process. Why couldn't the receptionist address our issue during the phone call? She stated she was going to end the call and did so immediately… Extremely rude, unprofessional, unhelpful and unpleasant…It is reasonable for patients to feel frustrated after waiting a week without any communication. The one positive aspect of this practice is the excellent clinical staff, who are performing well despite challenging circumstances….when you finally manage to secure an appointment and see them! For this medical practice to improve its reputation, it needs to address the conduct of its reception team, who are currently unprofessional, unhelpful, unpleasant and discourteous. 😡

Quick response and helpful follow-up arranged

Excellent experience!! I completed a patient assessment form for my child and received a call from the clinician who was able to see them within half an hour. They also organised a follow-up appointment for several days later. I was very pleased with the standard of care provided and found the clinician to be very approachable and welcoming.

Repeated phone queues and prescription rejection issues

I received a text message requesting that I call to arrange a diabetes review. After spending 40 minutes attempting to get through, when the receptionist finally answered, I was informed that I had not been entered into the system and would need to ring back on Friday. I spent another 40 minutes waiting on hold only to be told again that there were no available appointments and to call back on Friday. A third call also lasted around 40 minutes, with the same outcome. A week later, I attempted to order my prescription online but was told upon collection that it had been rejected. When I visited the surgery to enquire about this, I was distressed to learn that the prescription had been stopped because I was apparently underusing it. I found this explanation problematic given the nature of the medication involved. I subsequently received a letter warning that I would be removed from the practice if I were abusive again. I was without my prescription for approximately a month, during which time my blood pressure and cholesterol levels increased significantly. I intend to lodge a formal complaint with the NHS and would encourage others who have experienced similar difficulties to do the same.

Quick online booking made it easy

I contacted the practice and was directed to an online booking system, which allowed me to secure an appointment on my preferred day very quickly. During my visit, a member of the clinical team took blood samples in a manner that was exceptionally skilled and considerate. As someone who experiences anxiety during such procedures, I found the experience to be completely painless. I'm very grateful to the entire practice for their kindness and professionalism throughout.

Booking system left me missing appointments

This has to be one of the most poorly managed healthcare facilities I have experienced. It is challenging to secure appointments, and when one is eventually obtained, there appear to be issues with the booking system that result in missed slots, requiring the need to reschedule.

Treated with respect and courtesy throughout

I have consistently experienced respectful and courteous treatment throughout my visits to this clinic.

Online booking system failed when needed most

My son, who is 18 years old, attempted to book an appointment through the online system yesterday without success. His father also tried to arrange one this morning, but still received no response. We subsequently attended a walk-in centre where a severe throat infection was identified.

Alliance Care template makes booking straightforward

I really appreciate the new appointment booking system - it makes scheduling so straightforward and convenient. I used it to book my own appointment and was able to get seen the same day. When I used it to arrange a routine healthcare appointment for my daughter, I received confirmation via text message very promptly. The whole process is remarkably fast and efficient. For anyone struggling to secure an appointment, I'd definitely recommend trying this booking method.

Medication delays and broken appointment promises

Attempting to obtain medication has proven extremely difficult, with a two-week wait only to learn that authorisation had not yet been completed. This feels like yet another broken promise. Scheduling appointments remains problematic. It appears that standards continue to decline across multiple healthcare services.

Long waits and poor communication let us down

I had to wait an extended period to receive my test results, and when I eventually contacted the hospital directly, I discovered they had been available for some time. Whenever I call the practice, I experience lengthy waiting times on hold. I would not recommend this practice. The service has been disappointing.

Felt listened to without being rushed

This is a good medical practice where the staff are willing to listen and I didn't feel rushed during my visit.

Phone lines impossible to reach for new patient booking

I have been unable to access the surgery as I am having difficulty booking a new patient appointment. Regardless of when I attempt to call, I experience lengthy waiting times on hold before the call disconnects. I relocated and transferred from my previous practice where I had been registered for many years. Upon reading reviews beforehand, I had reservations about this particular surgery, though I mistakenly attended this location rather than the alternative in the same building. The reception staff were pleasant during my registration, however, if I cannot successfully arrange an initial appointment despite being instructed to call, I have concerns about accessing care should I require medical attention. I have decided not to proceed with registering here. Additionally, the appointment availability was significantly longer compared to the neighbouring practice in the same building.

Long wait for telephone appointment that never came

Had to wait a fortnight for a telephone consultation to obtain a medical certificate, but the call never came through after that period. As a result, I have decided to switch to a different practice.

Long phone queues and frustrating wait times

I've been waiting on hold for an extended period and remain in the queue, though I've been first in line for some time now. The phone service experience has been disappointing.

Impossible to book an appointment here

It is extremely difficult to secure an appointment at this practice. Phone wait times are considerably lengthy, and when contact is finally made, the reception staff interaction was disappointing, with a lack of professionalism and helpfulness. I would rate this experience lower if the system allowed it. My household has decided to seek care elsewhere.

Easy to access with convenient parking available

Excellent facility with convenient operating hours throughout the day. The premises are well-designed with easy access and a welcoming entrance. Adequate parking facilities are provided on-site. The team members are friendly and considerate in their approach.

Reception staff were dismissive and unhelpful

I find it difficult to adequately express my dissatisfaction with this practice and its reception team.

Reception staff were unhelpful and dismissive

This practice is extremely disappointing and I would give no stars if that were possible. The reception team has been unhelpful and dismissive on the few times I've been able to reach them. Appointments are nearly impossible to obtain, and even when one is secured and attended, there have been issues with records not reflecting the booking. I have experienced significant gaps in my healthcare continuity as a result.

Reception staff were dismissive and unhelpful

I found my experience here to be disappointing and inefficient. I have decided to switch to a different practice, as I felt the service fell short of expectations. The front desk staff were unhelpful and unwelcoming, and there were issues with managing routine prescription requests.

Receptionists made every appointment request feel unwelcome

For more than three years, I have consistently encountered unavailability when attempting to book an appointment, a situation that began prior to the pandemic. I persisted with the challenges at reception primarily because of the convenient location, given my transport limitations. I have now reached a breaking point and am switching to a different practice, even if it means arranging alternative transport. Each time I call, the interaction feels as though I am imposing a burden, as if seeking medical attention at a medical facility when genuinely required is somehow unreasonable.