Oak Street Medical Practice

Discrimination and unfair treatment

I was unfortunate enough to end up at the Oak Street Medical Practice. Having been asked to attend an appointment, I arrived to be told my GP hadn't yet arrived for work and would be starting an hour later. My response was that my physical disability wouldn't allow me to cope with such a long delay and my partner wouldn't be able to wait that long to take me home. Instead of any suggestion of rescheduling, I was threatened. Immediately told its normal for delays and if I didn't stay I would have my care withdrawn. After repeating calmly that I couldn't stay owing to a disability and going to leave, the receptionist started shouting after me that I would be punished if I didn't stay. Having reported this as discrimination, I later find out not only that my appointment was cancelled as punishment, but also 3 other routine requests were cancelled as a punitive measure. I appealed this decision and was told the practice partners had reviewed my appeal and rejected it, only to later see the lead practice GP Dr A., and hear him say he had no knowledge of what had been said or what happened. This was outrageous considering his name had been signed off to my appeal. The practice staff member that threatened me and punished me has refused to apologise, even though I am neurologically and physically disabled, and the practice don't contend having discriminated against me, but claim that it is harmful to the staff member's wellbeing to apologise. I assume that this creates a significant safeguarding risk if staff members can discriminate against disabled patients and not have to worry about apologising. After trying to informally resolve the matter with the aid of an advocate, the practice forcibly removed me from their register, rather than apologise. Not only is this devastating as my care is harmed and my access to request medication taken away, but it also means I can't order medication for my children, and my son with crippling ASD has to move practice (Everyone knows autistic children love change). My complaint took months of silence and lies from the practice, but having appealed their decision, I gets rejected instantly. Dr A. repeatedly lied to me about the actions of his practice and the surgery plays fast and loose with controlled medication. Appointments for titration are taken away but the medication is prescribed and even increased anyway. I had weeks of being unable to access my medications (which I clearly need), and the GPs there, including Dr E., are blissfully unaware that they have the ability to change the brand or medication where there is a shortage so that medication dangerous to stop doesn't get out of your system and put patients into withdrawal. The practice has an extra level of admin staff squirrelled away in a remote building somewhere that replace the reception staff on site. They take all calls but have no access to the practice systems or patient records. They act as glorified note takers and you can't get to speak to reception if, for example you want to check an appointment or rearrange. Its such a gross use of public funds. Meanwhile, if you attend the practice, it is a ghost-town with no observable other patients. All you'll witness is a half-dozen reception staff laughing away and goofing off. One can only assume this is because their responsibilities are outsourced to the note takers. I would avoid this practice at all costs.

Reception staff went the extra mile for us

I find some of these reviews quite surprising, as there are always multiple perspectives to consider. What I can say is that my household and I have been attending this practice for many years, and the entire team—including reception, clinical staff, and management—have consistently gone above and beyond for us. They make genuine efforts to assist and arrange appointments promptly when possible. Nothing seems to be too much of a burden for them. I don't express this often enough, but I'm genuinely grateful to all the staff and clinicians at the practice. You're all doing your best despite the pressures and constraints within the healthcare system. Thank you sincerely to everyone.

Phone team didn't know basic NHS procedures

Disappointing experience overall with substandard service quality. The reception team handling phone enquiries appeared to lack adequate knowledge regarding standard procedures and healthcare systems. It was frustrating to interact with staff who seemed insufficiently trained and unable to address straightforward queries.

Switched surgeries after communication problems worsened

After being a patient at this practice for more than two decades, I have unfortunately decided to register with another surgery. I have remained patient through what appears to be a decline in the overall quality of service delivery over the past year or so. The clinical staff members have provided competent care, however the practice seems to be experiencing organisational challenges at a management level that have created difficulties throughout the system, resulting in frustrating interactions when trying to communicate with the surgery across various departments. *Previous review- below *Given the sustained resource constraints affecting NHS general practices, I recognise that few practices have escaped the impact. This practice benefits from a dedicated team of nursing and administrative staff who, despite clear pressures such as appointment availability challenges, continue to demonstrate commitment and genuine effort within demanding circumstances. Following a recent appointment with a visiting clinician, I found the care provided to be of a good standard and felt appreciative of the treatment received.

Reception dismissed vulnerable person's needs without adjustment

Contacted the surgery in a professional capacity to arrange an appointment for a vulnerable individual. Was informed that routine appointments were not available and was directed elsewhere, despite the presenting need being something only the GP surgery could appropriately address. No reasonable adjustments were offered to accommodate the vulnerable person's circumstances. The response felt dismissive. Following submission of this review, received a call from a clinical team member suggesting I contact the surgery to book an appointment. I made the call as advised, but was again told by administrative staff that appointments were unavailable. I was informed they would contact me within a couple of weeks to confirm when an appointment slot could be offered. Remains waiting for that contact well beyond a month later. Communication throughout the process has been poor.

Quick appointment sorted on the day

I arrived at the surgery early in the morning without a scheduled appointment. I want to express my gratitude to the reception staff member who was exceptionally helpful and managed to arrange for me to see a clinician. As always, the clinician demonstrated genuine care and compassion. I cannot thank the practice enough for the quality of care I received.

Couldn't get an appointment when needed

What is the purpose of this practice? It has been consistently difficult to secure an appointment whenever I have attempted to do so over the years. On multiple occasions, I have found the experience disappointing. I would not suggest that others register with this practice, and if they are already registered, I would encourage them to consider exploring alternative options, as I have not felt adequately supported when requiring assistance.

Couldn't book appointment or get listened to

I had a very poor experience at this practice. The clinical staff provided information that I found to be inaccurate or unhelpful. I felt that my concerns were not properly heard and that the approach taken was condescending. The appointment booking system proved to be difficult to navigate. The administrative team were not as supportive as I would have hoped.

Practice availability issues and impersonal communication

The service was satisfactory initially, but I'm now being told that no appointments are available. I'm uncertain how to proceed given my ongoing discomfort. Additionally, I noticed the communication I received appeared to use a generic template rather than being personalised to my situation, which was disappointing.

Practice won't visit housebound patients

The care provided to my father was disappointing, with a lack of willingness to conduct home visits. This practice was previously of a high standard but appears to have declined significantly in quality.

Medication access blocked by poor communication systems

I experienced significant difficulties accessing my prescribed medications, which resulted in having to discontinue several medications over a short period. This situation arose due to what I perceived as organisational failures and insufficient support. I found it extremely challenging to receive assistance, and my interactions with the practice felt frustrating and unproductive. I was troubled by the communication approach used, which included brief unanswered phone calls followed immediately by lengthy text messages. On one occasion when I managed to answer during one of these calls, no one responded, yet I received a message shortly after that appeared to have been written well before the call was made. I felt this communication pattern was evasive and made it difficult to have a genuine dialogue or hold the practice accountable for commitments made. I would caution others about registering with this practice due to significant barriers to contact. The practice operates through an administrative intermediary team that appears to lack access to patient medical records and appointment details. This system creates substantial obstacles when attempting to reach the practice for support. I question the effectiveness and justification of maintaining a team in this capacity, as it seems to complicate rather than facilitate access to care when patients need assistance.

Reception staff lacked empathy and understanding

I was a patient at this practice for approximately 25 years and found the clinical staff provided an excellent service that I had no complaints about whatsoever—they do remarkable work. However, my experience with the current administrative, reception, and mental health support teams at the practice was deeply disappointing and fell well short of expectations. The handling of my situation by these departments was unsatisfactory. Rather than receiving the support I needed, I found that appropriate treatment options were not made available, and instead I was directed towards private alternatives. The approach seemed to place responsibility on me to seek solutions independently, including being advised to purchase self-help resources rather than receiving direct professional intervention. The combination of limited empathy, inefficient processes, dismissive interactions at reception, and insufficient mental health support ultimately led me to seek care elsewhere. I would hope the practice reflects on these concerns and works towards creating a more compassionate and understanding environment for patients.

Staff were helpful and really listened to me

The entire team at this practice has consistently demonstrated helpfulness and a willingness to meet my requirements.

Reception staff didn't acknowledge us at all

The receptionist working during the early afternoon shift displayed a notably unwelcoming demeanor. There was an absence of basic courtesies such as greetings or farewells, and the overall manner came across as dismissive and somewhat discourteous. It may be worth considering whether this individual would be better suited to a role that does not involve direct patient interaction. Patients attending medical appointments are often dealing with existing concerns, and a more pleasant reception experience would be beneficial to their overall visit.

Friendly staff made me feel supported

I have been a patient at this medical practice for over 20 years. The care I have received recently has been excellent. I have found the team to be genuinely warm and helpful. I am particularly grateful for the support provided. Thank you.

Reception staff attitude needs improvement

The receptionist working at the afternoon shift displayed a dismissive demeanor during my interaction, which felt unnecessary and unwelcoming. Their manner of communication came across as condescending whilst I was attempting to arrange an appointment for my family member. Whilst other staff members and clinical professionals have been pleasant and helpful, this particular individual has consistently demonstrated similar behaviour on each occasion I've encountered them. Their approach seems unsuitable for a role involving public-facing responsibilities.

Easier to get appointments than my old practice

I recently registered with this practice as a new patient. My previous clinic was extremely busy, making it difficult to secure appointments. I was able to book an appointment and was seen within a couple of weeks. The clinician I saw was excellent, thoroughly examined my concern and confirmed everything was satisfactory. They also took time to discuss some of the challenges I had experienced when attempting to access care at my former practice and went through my medical background with me. This is a well-organised practice and I have been impressed with how it operates.

Reception staff lacked courtesy and empathy

The reception team demonstrated a lack of courtesy and empathy in their interactions with patients.

Practice has declined since the pandemic

The practice was previously of a high standard, but there has been a noticeable decline in quality more recently.

Online forms left unanswered too often

I feel uncomfortable raising this given the pressures facing the NHS and the dedication of the staff, but it's worth mentioning. Students from the university should be aware that registering here may not be worthwhile, despite institutional recommendations. The standard of care has been disappointing. Submitted online requests frequently receive no response and I have experienced instances of being overlooked. The administrative processes at this practice appear inefficient. If you prefer not to struggle when requesting medication, you may wish to consider alternatives.