Norwood Medical Centre

Friendly reception made the visit pleasant

Excellent experience

Online booking system let me down repeatedly

I have been attempting to get an appointment since the Christmas period. The online booking system allows you to reserve a telephone consultation at a designated time, however the call arrived significantly later than scheduled. Due to frustration with the difficulty in accessing care, I am in the process of transferring my registration to an alternative practice.

Reception staff talked over me and weren't listening

I can only agree with the other reviews regarding the reception staff. They come across as quite dismissive and frequently interrupt you mid-sentence. I submitted a prescription request via email following the correct procedure, but some items were not included. When I called to query this, I was informed it would be processed urgently and would be ready for collection after 5pm that same Friday afternoon, according to what the receptionist told me. I attended to pick it up only to find it hadn't been prepared, which meant I was in discomfort throughout the weekend. When I rang back on Monday, I was essentially told that such a conversation wouldn't have taken place, which felt like my account was being dismissed. The staff member then questioned why I was even contacting them, stating they don't handle that matter. I attempted to explain that it was the receptionist on Friday who had offered to expedite it and confirmed it would be available after 5pm. Throughout this conversation, I was talked over repeatedly and the staff member showed little interest in hearing my explanation. It seems problematic to provide inaccurate information, particularly as I made the effort to visit the pharmacy after being told on Friday it would be there, and again on Monday. The prescription had already been incorrect the first time around. It would help if the reception team listened more carefully to patients and communicated with greater courtesy. I wouldn't have made multiple calls to the pharmacy without good reason.

Impossible to get appointments when you need them

I'm struggling to know where to begin with my experience. This practice has been deeply frustrating. Clinical staff members I haven't previously encountered have made decisions regarding my healthcare and prescriptions without keeping me informed. Securing an appointment involves an extremely lengthy wait. There also seem to be issues with information accuracy in correspondence sent to other services. The administrative team interactions have also been disappointing.

Staff got me in quickly and listened

The team demonstrates a strong commitment to working efficiently.

Doctors rang back when I asked them to

I have experienced no issues whatsoever. The medical staff have called me back when I requested them to do so, and they have been wonderfully lovely and kind throughout.

Reception staff were dismissive and unhelpful

Had difficulty reaching reception and found the staff member to be dismissive, making me feel like an inconvenience. Given the volume of negative feedback the practice receives, I would expect improvements to be made. The overall attitude left me questioning the practice's approach to patient care.

Reception staff made booking difficult

Disappointing experience overall. The reception staff seemed unhelpful and disorganised. While a couple of clinicians appeared genuinely engaged, most did not demonstrate the same level of care. Communication about test results was poor and difficult to obtain. I would rate this practice much lower if the system allowed.

Struggling to get callbacks and appointments

If I could give less than one star I would. Callback responses are not always received when needed, and with limited availability of experienced practitioners, securing an appointment with someone I felt confident in took considerable time.

Reception staff need better phone manners

I recently had a phone interaction with a member of the reception team whose manner was quite disappointing. Everyone has to work, and if a role isn't enjoyable, there are other options available. I would suggest that the reception staff could benefit from improved communication training when dealing with callers, as their approach came across as rather dismissive. The clinical staff, however, have been excellent.

Receptionists go above and beyond despite pressure

Patient expectations are often unrealistic. Healthcare professionals face considerable pressure due to staffing shortages. This situation stems from years of systemic underfunding. The reception team has consistently demonstrated helpfulness and patience when dealing with difficult interactions from some members of the public. On the occasions I've required assistance, they have consistently exceeded what was required. Issues will occasionally occur, but this is true across all sectors.

Reception didn't follow up on prescription request

The clinical staff are good but the reception team are not performing their duties adequately. A prescription was left waiting and was supposed to be communicated but this did not happen. When attending an appointment that was subsequently cancelled, there was mention of an attempted phone call but no contact was received despite having the phone available at all times.

Struggling to book appointments here

Difficulty obtaining appointments is a recurring issue. When availability is secured, consultations typically occur via telephone after a considerable waiting period of several days to weeks.

Receptionists blocking access to phone appointments

It has been frustrating attempting to secure a telephone appointment, as the booking process seems to shift repeatedly making it difficult to proceed. There are also concerns about the appropriateness of administrative staff conducting initial medical questioning.

Impossible to book an appointment here

Obtaining an appointment at this practice feels extraordinarily difficult, as though one would have better odds of success with something far less likely.

Long wait on the phone queue

I called at 8am precisely and was informed there were ten people ahead of me in the queue. Once the receptionist became available, I requested an appointment for that same day, but was advised to call back the following morning at 8am instead. This felt like an unreasonable response to my request.

Struggling to get through on the phone

I consistently attempt to reach the practice at opening time, but frequently encounter an engaged line. When I do manage to connect with reception, I'm advised to try calling again the following morning. Despite multiple attempts over an extended period, I have been unable to speak with a clinician. The accessibility of patient services has been disappointing.

Quick appointment with friendly staff

Quick appointment with no delays, courteous and professional approach. (Had been recommended by my general practice) Excellent!

Impossible to book appointments when working

It's difficult to secure an appointment at this practice. When availability does come up, the wait times are quite lengthy. I apologize for having work commitments that make scheduling challenging.

Registration process inconsistent and unwelcoming

I was informed the practice was at capacity and unable to take me on as a patient. However, when my mother visited the following day, she was provided with registration documentation. I arrived a few minutes past my scheduled appointment time due to waiting in the queue, and was informed I could not be seen despite requiring urgent medication. The reception staff were unmoved by my situation. I decided to wait for a doctor regardless, but was then told that the police would be contacted. I would advise against registering at this practice.