Patient Experience Summary

Patient feedback reveals a mixed experience with clinical care consistently praised but significant concerns about reception and administrative processes. Physicians are frequently described as compassionate and clinically skilled, with patients appreciating thorough investigations and supportive care. The practice environment has improved following relocation to accessible premises with enhanced facilities. However, reception experience presents a stark contrast, with multiple reports of discourteous communication, difficulty reaching the practice by phone, and challenges securing appointments through both phone and online booking systems. Patients describe lengthy waits for prescription processing, delayed test result communication, and administrative disorganisation affecting medication management and continuity of care.

Appointment access emerges as a persistent frustration, with patients reporting repeated failed attempts to book consultations and phone lines that are difficult to reach. Some patients note that reception staff appear to act as gatekeepers, creating barriers to medical attention. Communication failures extend to prescription handling and test result follow-up, with patients experiencing delays of several days to weeks. While some patients report positive experiences with newer online booking options and efficient same-day appointments, others describe the overall booking experience as unnecessarily challenging.

The practice demonstrates capability in clinical delivery and has invested in accessibility improvements, yet operational inconsistencies in reception and administrative functions undermine patient confidence. Feedback suggests that reception staff training and communication protocols require attention to ensure patients can access care without unnecessary obstacles and receive timely updates on prescriptions and test results.

Appointment

38.92 %

Poor

Reception

42.18 %

Poor

Cleanliness

72.50 %

Great

Care

68.45 %

Great

Respect

48.76 %

Poor

Seen on time

45.63 %

Poor

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Lucy D. 3 years ago

Bad!

Terrible service and impossible appointments at clinic

A few of the doctors at this practice are excellent. However, the appointment process has dramatically deteriorated since the Covid lockdown. Securing a consultation is now virtually impossible. The receptionists have positioned themselves as gatekeepers and self-proclaimed medical experts. Their performance is inconsistent, and encountering a difficult staff member like Janet means receiving zero assistance. They display complete lack of empathy. It's unfortunate that the competent staff members are so rare. Attempting to speak with the practice manager is met with outright refusal. The medications manager seems perpetually absent. The stress of trying to book an appointment simply isn't worth the effort. Moreover, annual blood tests, which were previously considered crucial for ongoing medication management before Covid, have now completely disappeared. The practice manager urgently needs to address the superiority complex prevalent among the reception staff.

Northgate Medical Centre

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