Norwood Medical Centre

Reception staff were dismissive and argumentative

I have never experienced such poor communication from reception staff before. I was advised to anticipate a call after phoning in the morning, but no contact was made by evening. When I called back to follow up, I found the interaction to be confrontational and unhelpful, with a notable lack of courtesy throughout.

Receptionist hung up during appointment call

Not satisfactory. I attempted to arrange an appointment by phone, but the call was disconnected by the reception staff.

Receptionist spoke over me and wouldn't listen

The reception staff, along with others, displayed a dismissive attitude. When I attempted to explain my situation, I was repeatedly interrupted and not given the opportunity to fully express myself regarding my need for an urgent prescription for a controlled medication. I had contacted the out-of-hours service the previous evening, and they submitted a request to the pharmacy. However, the pharmacy was unable to process it due to the controlled nature of the medication. They indicated that someone from the practice would call within an hour—around 8pm—so I could collect it before closing, as this is essential pain relief for me. I waited until midnight and then went to bed still in pain. When I checked my phone at 6am, I found they had attempted to call at midnight and 1am, times when most people are asleep. I then contacted the out-of-hours service again at 8am, and was told the practice would ring within two hours. No call came by noon, so I also missed the morning window. When I tried to convey all of this to the receptionist, they seemed to question my account and refused to let me explain fully before saying goodbye and ending the call abruptly. The interaction was notably discourteous and unhelpful. It seems inconsistent that patients, particularly those managing chronic conditions and disabilities requiring pain medication, should be spoken to in this manner when staff themselves would not tolerate similar treatment from patients.

Reception repeatedly dismisses urgent appointment requests

I have been a patient at this practice for many years, but the standard of care has deteriorated significantly in recent times. I have been attempting to arrange an appointment for medication management for approximately four weeks, and I am repeatedly told to call back the following day. This type of medication requires timely attention and should not be subject to delays. I am particularly concerned because on multiple occasions in the past, appointments for my regular medication have been scheduled well outside the recommended timeframe, resulting in unwanted side effects. It appears that medication management is not being prioritised appropriately. If you are considering registering with this practice, I would suggest reconsidering. Patients are treated as merely administrative entries rather than individuals deserving of respect, appointment scheduling is consistently problematic, and medication reviews do not occur within appropriate timeframes due to the difficulty in securing timely appointments. There have been several other disappointing experiences over the past couple of years that have contributed to my overall dissatisfaction.

Struggled to get appointment changes when needed

I have been attempting to secure an appointment at the practice for over three days without success in rescheduling to an earlier slot. Given my health concerns, the ongoing delays have been frustrating, and I feel my situation has not received adequate priority. Furthermore, I found the interactions with the reception team to be lacking in helpfulness and professionalism. I trust this feedback will contribute to service improvements going forward.

Appointment booking feels like a stressful race

The clinical staff at this practice are of a high standard. The reception team, however, presents a mixed picture. Some receptionists could benefit from additional training in customer service skills, as contacting the practice to arrange an appointment can feel quite demanding. When attempting to book an appointment, the experience is often frustrating. A recent attempt revealed only two slots available, raising questions about where the remaining appointments had gone. It appears unclear whether those booking by telephone receive preferential access. The appointment allocation system could be improved significantly. A staggered release of appointments throughout the early morning hours would provide a fairer distribution and reduce the sense of urgency. Currently, the process resembles a competitive scramble at opening time, with all available slots claimed within minutes of the booking window opening.

Long wait and dismissive approach to concerns

This practice provided an unsatisfactory experience. I required urgent medication for a serious concern, but was informed it was not a priority matter. The appointment wait time was lengthy at approximately two weeks, and I did not receive a callback to discuss my situation.

Reception staff were dismissive and unhelpful

Absolutely disappointing experience with the front desk staff. If the role isn't a good fit, it would be better to seek alternative employment rather than allowing frustration to affect how patients are treated.

Reception staff made getting help unnecessarily difficult

If I could rate this surgery any lower I would. I had an extremely disappointing experience. Ordinarily I rarely need to visit the doctors, but on this occasion following a surgical procedure, I required stronger pain relief. Instead of receiving appropriate support, I was directed to contact an alternative service. I followed this advice, and was informed that my GP would be in touch, but this contact never materialised. I have subsequently suffered from significant discomfort throughout the day and night. The reception staff were unhelpful and appeared to create unnecessary obstacles rather than facilitate my care. Their approach felt dismissive and lacking in compassion. I believe the standard of service fell well below what should be expected from a medical practice. I am very disappointed with how I was treated.

Receptionist hung up mid-call without explanation

Extremely frustrating experience. I have been attempting to secure an appointment for several weeks without success. Staff members consistently indicate that no availability exists. I was instructed to call at a specific time, but after waiting several minutes, the call was disconnected. Additionally, I found the receptionist's manner to be unhelpful and dismissive. The overall service fell well short of expectations. Very disappointing.

Impossible to book an appointment here

The practice has been very difficult to access. Attempting to book appointments by calling at the designated time has been unsuccessful, with calls going unanswered. It feels as though getting any attention from the surgery requires an extreme situation.

Couldn't get appointment when needed urgently

The practice has difficulty providing appointments, and when I requested assistance with documentation, I was informed that it could not be completed within the timeframe I needed. I have been a patient at this medical centre for a considerable number of years.

Waiting for a callback that never came

Disappointing experience waiting to hear back about my child's appointment with no response received.

Friendly reception staff made appointments easy

I have consistently had positive experiences with the clinical and administrative staff at this practice.

Receptionists and medication team showed genuine patience

I have been a patient at this practice for many years, with only a brief interruption during a period of relocation. The standard of care provided has been exceptional, and following a serious health diagnosis, I have received outstanding support throughout my treatment journey. The pharmacy and medication management team in particular have shown considerable patience as we worked through various adjustments to find the right approach. After some time, we achieved the optimal solution and I am now receiving the precise care I require. Every clinician I have consulted with has demonstrated excellence across all aspects of their practice. I feel genuinely fortunate to be receiving care from this team. I have no criticisms to offer, from the front desk staff through to all other members of the practice.

Appointments and prescriptions sorted without fuss

I have been a patient at this practice since its earlier location, having registered at birth many decades ago. Throughout my time as a patient, I have consistently experienced no difficulties whatsoever in securing appointments, obtaining prescriptions, or receiving test results. On one occasion, a member of the clinical team made a point of contacting me shortly before the end of the working week with my results, demonstrating consideration for my peace of mind over the weekend period. I find it difficult to relate to the negative feedback that others have shared about this practice.

Reception staff caused unnecessary stress and worry

A member of the reception team caused me considerable stress and anxiety during my time at this practice, and I'm not sure where to begin. I found interactions with one particular receptionist particularly difficult, as I felt my concerns were not taken seriously. I was frequently required to follow up regarding my repeat medications, and I felt this individual was dismissive of my requests. On one occasion, a clinician had to interrupt their clinic to intervene and ensure my prescription was provided. While I have no complaints about the clinical staff I have consulted, there are notably long waiting times to see the more experienced practitioners at the surgery.

Receptionist was dismissive and unhelpful

The reception staff were unhelpful and I had a negative experience with one of the clinicians. I intend to provide feedback about my visit through the appropriate channels. If you are considering this practice, you may wish to explore other options in your area.

Reception team made booking straightforward and friendly

The reception staff demonstrated helpfulness and friendliness throughout my interactions with them. I found myself disagreeing with some of the negative feedback that has been posted about this practice.

Hard to book appointments these days

The standard of service has declined, and securing an appointment has become increasingly challenging in recent times.