Oak Street Medical Practice

Requests ignored and follow-up lacking

This practice was once excellent, but that is no longer the case. Communication requests frequently go unaddressed or take considerable time to receive responses. Formal complaints do not appear to be properly investigated or resolved. There seems to be a shortage of compassion demonstrated by certain team members, with minimal follow-up care and an overall impression that patient wellbeing is not prioritised by all staff.

Felt pressured into unwanted appointments repeatedly

I attended a consultation approximately a year ago regarding my mental wellbeing, during which I was informed about challenges within the healthcare system and expressed concerns about accessing the support I needed. Shortly after this appointment, I learned that this clinician had departed from the practice. I was subsequently directed to book with the mental health professional available at the location. My experience during that appointment was unsatisfactory, and I felt pressured into scheduling additional sessions despite clearly stating this was not what I wanted. Over the following months, I felt my time was not well spent and became increasingly frustrated with the process. Given that my overall health is otherwise good and there is limited mental health provision at this practice, I have decided to transfer my care elsewhere. I have no concerns with the reception staff, the facilities, or the practice location itself, which makes this decision disappointing. I regret not addressing my concerns sooner and allowing this situation to continue for as long as it did.

Same day appointment and actually felt heard

I have experienced both positive and negative aspects of this practice over time. However, when I recently called for an appointment, I was able to secure one the same day, and the clinical staff member I saw was absolutely wonderful. They genuinely listened to what I had to say and acknowledged my concerns, which has been uncommon in my previous experiences. I would highly recommend this practice to anyone seeking to feel heard and properly cared for. (I would also like to thank the reception team, who were pleasant on the phone and processed my booking efficiently)

Long-term patient frustrated by access difficulties

I have been a patient at this practice for over two decades. While accessing care can present challenges, the team demonstrates outstanding professionalism and the reception and triage services are particularly commendable. The practice operates within the constraints of current NHS resources.

Efficient appointments and attentive staff throughout

Excellent medical practice. Courteous team members, well-informed reception staff, peaceful premises. I have never experienced lengthy waits for my appointments. Treated and assisted efficiently on every visit. I have been a patient here for many years and have consistently had a positive experience.

Ignored letters and slow to respond to referrals

Not worth your time. This practice disregards correspondence from external healthcare providers, displays a dismissive and discourteous manner, and avoids accountability when errors occur. Appointments are scheduled without explanation of their purpose. A specialist sent communication in autumn, with the patient copied in, yet the practice took several months to arrange a follow-up appointment, requiring the patient to follow up on two separate occasions. There is significant staff turnover, making continuity of care difficult. The level of service raises questions about why patients might consider alternative healthcare options.

Prescription errors and unhelpful reception staff

The prescription department frequently makes errors, and the reception staff are similarly unhelpful. I found this to be an unsatisfactory medical practice overall, and I felt misled on several occasions.

Reception staff showed genuine patience and support

I would like to express my gratitude to everyone at the practice for their dedication and compassionate approach, particularly during a challenging period in my life. The team has demonstrated genuine helpfulness and empathy throughout my time as a patient. The reception team and one clinician in particular have been exceptionally supportive, making considerable efforts to assist me and connect me with the appropriate services and professionals. I am truly appreciative of the care and consideration I have received.

Friendly staff made me feel welcome quickly

Called the prescription service and found the staff to be very pleasant and accommodating. Having been a patient at this practice for a few months now, I have consistently experienced friendly and supportive interactions with all members of the team. I am quite satisfied with the care and service provided by this practice.

Appointment cancelled while waiting, booking system needs fixing

I arrived for my appointment only to find it had been cancelled while I was already waiting. Booking a replacement required calling at a very specific time in the morning, as the practice operates a restricted appointment booking window. During my attempt to call, the line disconnected on two separate occasions. Additionally, I was informed last week that someone would contact me during the week to arrange my blood test, but today I received notification that this would be delayed by another week. The staff members I interacted with last week and the reception team today were helpful and professional. However, the overall appointment and booking procedures appear to have significant issues that need addressing.

Reception blocks online messages and phone access

I have serious concerns about this practice. In addition to what I perceive as insufficient attention to patient needs, I have experienced reluctance to offer in-person appointments, and recently had an encounter where a clinician appeared to reach a conclusion based on a single question that seemed unrelated to my presenting concern. I was then discharged without receiving guidance on managing my symptoms. For an extended period, the practice did not permit patients to submit messages through their website outside of operating hours, and they have now restricted their online submission system, citing staff availability issues. I question how widespread these staffing constraints genuinely are and feel that patients should still be able to submit requests regardless, with the understanding that responses would come when the team returns. Looking at feedback from other patients, it appears the practice has cited similar staffing limitations for several weeks while maintaining restrictions on online messaging. Additionally, obtaining contact by telephone has proven extremely challenging.

Receptionists blocking access to medical professionals

I would not recommend this practice. The service is extremely disappointing, and I have decided to switch to a more efficient facility elsewhere. I would suggest looking for alternative options where you can actually see a healthcare professional. It is peculiar that the reception staff appear to have taken on clinical responsibilities.

Staff seemed unprepared and disorganised

I was very disappointed with the level of competence demonstrated by the team at this practice. Additionally, their manner and approach felt somewhat theatrical and over-the-top.

Staff were helpful and easy to talk to

The team here consistently demonstrates helpfulness and provides good service.

Struggling to book appointments when none available

It is consistently difficult to secure appointments as there appear to be limited availability slots. This makes it challenging to receive ongoing care for existing health concerns, and patients may feel directed elsewhere for support rather than receiving continuity of service at the practice.

Website booking system no longer available here

This practice was previously excellent, but the standard has declined significantly over recent months. The online system no longer allows patients to submit enquiries as it once did, and obtaining an appointment in person has become considerably more difficult. When I visited last week shortly after opening time, despite the waiting area being empty, the reception staff appeared unaware of my presence. After waiting without acknowledgment, I called the surgery but encountered an engaged tone with no indication of a call being received at the desk. When a receptionist eventually attended to me and I enquired about booking an appointment, I was advised to seek care elsewhere at alternative facilities, with the explanation that the practice was at full capacity. This response seemed inconsistent given the absence of other patients present at that time.

Reception staff dismissive about prescription access

The receptionist came across as dismissive and lacking in empathy, appearing to take satisfaction in explaining that a repeat prescription couldn't be obtained without scheduling an appointment. When I requested to book one, I was informed that appointments are not being offered through any method—in person, by telephone, or by email—and was directed to attend a drop-in clinic or visit the hospital instead. Given my limited mobility options and full-time work commitments, this presented a significant challenge. I have been awaiting an appointment for an injection to manage pain since last August without resolution. I left feeling distressed by what seemed like an absence of compassionate care.

Booking appointments here is consistently difficult

I have consistently experienced difficulties with this practice. Booking appointments in advance frequently results in being told that slots are unavailable and directed to alternative services. Obtaining a routine letter required multiple follow-ups. Prescription management has presented recurring problems: lack of notification when prescriptions were ready, delays in pharmacy transmission, and instances where prescriptions were sent to an inconvenient location with incorrect dosages. I am unable to assess the clinical competence of the practitioners as I have had limited opportunity to interact with them directly, speaking to one only once by telephone. However, my experience with the reception and prescription administration teams has been consistently unsatisfactory.

Receptionist went above and beyond with help

I contacted the centre yesterday and was so grateful to the receptionist who helped me with my concern and was so kind and compassionate to my situation. I will be forever in their debt.

Reception team sorted my mess-ups patiently

The staff member conducting my ECG was excellent, taking time to explain each stage of the procedure clearly. I had also made errors with my appointment scheduling and medication management, and they worked patiently with the clinical team and reception staff to resolve these issues and fit me in at short notice. The service and care provided went well beyond what was expected. Thank you.