New Silksworth Medical Practice

Reception staff made booking nearly impossible

This practice has significant issues that make it difficult to recommend. Appointments are extremely hard to obtain despite the surgery not appearing to be particularly busy. The reception team came across as unhelpful and dismissive during interactions. The clinical staff also fell short of expectations, seeming disengaged and lacking in competence. Overall, the experience was disappointing and unsatisfactory.

Difficult to get appointments or prescriptions

Unfortunately, accessing medical appointments and obtaining prescription refills has proven to be quite challenging at this practice.

Reception staff could be more welcoming

The clinical staff members are all very pleasant, however the reception team could be more welcoming and helpful.

Repeat prescription left dangerously outdated for months

My repeat prescription has not been updated for three months, despite receiving guidance from the hospital regarding this matter. Without being aware of the situation, I could have continued ordering these tablets and potentially compromised my health significantly. This feels like a serious oversight. As of now, there have still been no updates and it appears the clinical notes have not been reviewed. There seems to be a lack of awareness regarding the seriousness of my condition. This remains unresolved.

Struggling to book appointments through busy phone lines

It is extremely difficult to secure an appointment at this practice. The telephone system is frequently engaged with repetitive automated messages directing callers to try again later. There are no online booking options available. The service remains consistently poor. When expressing concerns to reception staff about appointment availability, I was advised that if I was dissatisfied, I should consider registering elsewhere, with the explanation that the practice manages a large patient list.

Reception staff dismissive when calling back

I felt dismissed throughout my visits, as though the practice wasn't genuinely interested in helping. The receptionist came across as quite curt and unhelpful. When I followed up after a week as advised, I was unable to reach a doctor. Instead, I spoke with a nurse who was rather abrupt, and I felt their guidance contradicted what had been discussed in my previous appointment.

Phone queues are impossibly long and frustrating

Securing an appointment proves extremely challenging, and phone wait times frequently extend beyond an hour before anyone responds. While the practice employs multiple receptionists, the reception team's approach to patient interactions could be improved. With several staff members present, it seems feasible to allocate additional resources to answer calls more promptly, as extended hold times are frustrating. My husband experienced a particularly lengthy wait when attempting to book a routine health review appointment, which had been cancelled the previous day. Conducting such a review remotely without completing standard clinical measurements raises concerns about the thoroughness of the assessment process. After being a patient at this practice for nearly four decades, the service standards have noticeably declined, particularly since the pandemic, and no longer meet expectations. I have been unable to access in-person doctor appointments for over two years. My family members have progressively left the practice, and we have now decided to seek care elsewhere.

Reception queue caused missed appointment confusion

I called every morning for nearly two weeks attempting to secure an appointment, only to be informed that no slots were available for the following two weeks. I completed the online form through the NHS app and received a telephone appointment scheduled for over a week away. Following a call with a healthcare professional who arranged an in-person visit, my appointment was set for 1.50pm. I arrived at 1.45pm. There was a queue at reception, so I attempted to use the check-in screen, but it failed to recognise me. The person ahead of me mentioned experiencing the same issue, so I joined the queue and waited approximately ten minutes while a single receptionist managed patient check-ins. After providing my name, I was asked to take a seat. Twenty minutes later, another receptionist called my name and directed me to the desk, where she informed me that I should not have been asked to sit down as I had apparently missed my appointment due to being late. However, I had arrived five minutes early, and the delay was not of my making—neither the malfunctioning check-in screen nor the nearly ten-minute wait to check in with reception were within my control. While I understand the practice is under considerable pressure, having only one receptionist managing such demand seems inadequate.

Getting through on the phone feels nearly impossible

I'm quite disappointed with this practice now. It's become increasingly difficult to get an appointment with a doctor. The process requires seeing a nurse first, and by the time a doctor's appointment comes through, the issue has often resolved itself. It feels like you need to be in a serious condition to be seen promptly. Despite being told that doctors need to see more patients, this doesn't seem to be reflected in availability. Additionally, there have been repeated errors with my prescriptions. Getting through by phone is extremely challenging, and when you do manage to reach someone, they ask detailed questions about the reason for your visit. This feels inappropriate for private health matters, and it seems like they're making clinical decisions about who you should see rather than letting that be determined by medical professionals.

Lengthy waits and feeling dismissed on the phone

Initially contacted in October regarding a matter of concern, yet no resolution has been forthcoming. The initial call could arguably have prompted more thorough questioning about the nature of the issue at that stage. An appointment took 2 weeks to secure, and during the consultation I felt dismissed and doubted throughout the interaction. I was advised to undergo a blood test, which I completed 2 weeks later. Following this, I needed to chase for my results, requiring another 2 weeks of waiting, meaning approximately 6 weeks had elapsed since my original contact without receiving any clarity. The day before my scheduled results appointment, I received notification that it had been cancelled. I have not bothered to rebook as the process has become so burdensome that pursuing further help seems pointless. Calling at 8:00am results in lengthy queues, preceded by an extended automated system and confusing menu options before reaching a person. Ringing at any other time means all available slots for the following 2 weeks are already taken, and you are instructed to try again the next morning at 8am, which is often impossible due to work commitments starting at that time and calls sometimes taking an hour to connect. If you require assistance, this may not be the place to seek it.

Long waits and unhelpful phone queues frustrate patients

I have been attempting to obtain a doctor's appointment for approximately five months. The experience has been frustrating, as the only option offered by certain reception staff members is to call at eight o'clock in the morning. However, at that time, there can be a significant queue, and after spending several hours on the phone, appointments are often fully booked or unavailable. Attending in person at eight o'clock is also difficult for my circumstances. The overall standard of care at this surgery has declined noticeably in recent times, and I have found nothing positive to report about my experience here.

Impossible to book an appointment while working

I've reached the point where I need to find alternative care. The appointment system appears to work better for those with flexible availability during standard hours. As someone with work commitments and restricted calling times, I've found it difficult to secure a slot. I'm looking to switch to a different practice.

Reception staff refused to provide complaint details

The reception staff at this practice were unhelpful in addressing my concerns. I was unable to obtain the details of the appropriate person to direct a formal complaint to. I intend to escalate my concerns through the relevant complaints procedure. I am worried that the level of service experienced could potentially affect patient care. I would have rated this experience lower if possible, but one star represents the minimum available rating.

Reception staff could be more welcoming with patients

I wished I could give 5 stars to the clinical staff. The clinical team members I have seen and spoken to are friendly, courteous and helpful, but and this is a big but, therefore only 2 stars, some, not all, of the reception staff are curt and short, especially one of them who comes across as extra rude, dismissive, condescending and snippy, who was dismissive towards my health concerns when I was requesting an appointment to discuss an ongoing health matter with a clinician. Next time I experience this, I will put in a complaint to the head of the surgery.

Doctor didn't follow up after therapy referral

My recent appointments have not been particularly helpful. When I attended to discuss my tiredness and anxiety concerns, I was referred for therapy, which unfortunately did not prove beneficial. I felt that the healthcare professional involved could have followed up with me afterwards to see how I was managing, and I believe this kind of check-in would be valuable practice across the service.

Professional team made me feel well looked after

Five star healthcare experience. The practice is run with excellent professionalism and maintains high standards consistently. I'm grateful for the quality of care provided.

Receptionist questioned why appointment was needed

I recently called to book an appointment for my daughter and found the receptionist's manner to be quite curt and dismissive. They questioned whether my daughter's issue really warranted a visit, which I found frustrating given that I wouldn't have contacted the surgery otherwise. I had already transferred my own care from this practice a few weeks earlier for similar reasons, and this experience has reinforced that decision. I have now decided to move my daughter's care elsewhere as well.

Receptionists consistently fail to process prescriptions

If no stars was an option... Every time I need to use my doctors there is an issue with the reception staff. Whether it's prescriptions not being processed promptly, difficulty getting through on the phone to book appointments or medication running out because prescription authorisations are delayed. I have chosen to pay for prescriptions from elsewhere just so I don't have to deal with the frustration of using my own gp's prescription service.

Couldn't get through on the phone

Not a satisfactory experience.

Long waits and difficult appointment access

It is difficult to obtain an appointment at this practice. Waiting times are lengthy, often extending several weeks. Patients are frequently directed to attend hospital instead. The overall service experience was unsatisfactory.