Oak Street Medical Practice

Felt truly understood during appointment

I recently had an appointment on a Friday with a new clinician at the surgery who provided a wonderful experience. They were exceptionally kind and approachable, with a warm demeanor that put me at ease. They reminded me of another healthcare professional I've seen previously at the practice, and I found them to be equally impressive. The clinician took time to explain things clearly and demonstrated genuine understanding of my concerns. I would be delighted if they were able to continue working at the surgery on a permanent basis.

Broken booking system and unhelpful reception staff

The standard of care at this practice has noticeably declined, and I have decided to register with a different provider. The volume of similar feedback from other patients suggests there are significant underlying issues affecting how this practice operates. I would recommend implementing training focused on customer service skills and compassionate communication, along with guidance on maintaining a professional and respectful tone when interacting with patients. While I acknowledge becoming frustrated during a phone call, I had initially approached the conversation courteously when requesting an appointment. However, due to personal circumstances affecting my emotional resilience at that time, I found the interaction with the reception staff to be unhelpful and perceived as dismissive. The appointment booking system presents considerable challenges. The online booking option frequently malfunctions, and when operational, it is only available during a narrow window in the morning. This creates a problematic situation where patients are expected to access the system during limited hours, which is particularly difficult for those with work commitments or other daytime obligations. There was a time when reception staff engaged in genuine conversation and facilitated appointments with greater flexibility and support. I am pleased to have found an alternative practice where the reception team demonstrates genuine helpfulness and responsiveness. This practice would benefit from review, as the current barriers to accessing appointments risk leaving patients without necessary care during times when they genuinely require medical support.

Phone line repeatedly engaged and unreachable

This practice requires urgent attention. I have experienced significant emotional distress and serious mental health concerns that I believe are connected to my interactions with staff at this surgery. I feel there have been serious shortcomings in service delivery. The prescription line appears to be consistently unavailable, with repeated failed attempts to make contact. I am deeply concerned about the impact this may be having on patient safety and wellbeing.

Struggling to get through for appointments

Over the past few years, I have found it increasingly difficult to obtain emergency slots, routine appointments, or to receive callback responses from this practice.

Reception staff were dismissive and wouldn't listen

I have generally enjoyed my visits to this practice, however my most recent interaction was disappointing. During this appointment, I felt the staff members were dismissive and unhelpful, frequently interrupting me and not allowing me to fully express my concerns. As someone who was already frustrated, I would have appreciated a more empathetic approach and some form of assistance, similar to what I have received from other team members previously. Instead, I felt unheard and unsupported. I was taken aback by what I perceived as a lack of professionalism during this encounter and would hope that the practice might reflect on how to improve such interactions in the future.

Practice let me down after years of loyalty

After more than two decades as a dedicated patient, I feel significantly disappointed by my recent experience at this medical practice, to the point where I believe it has negatively affected my wellbeing. The service appears to have deteriorated considerably. I am concerned about what has changed at this practice.

Unable to book appointments for months

I have reached a point where I can no longer accept the current situation, which has persisted for an extended period. I am unable to secure appointments and the online booking system is not functioning as it should. This ongoing issue has continued without resolution. I have noticed similar concerns raised by other patients in their feedback. I felt my partner was placed in a vulnerable position during a recent incident. Following an emergency response, the staff advised contacting the surgery the following day for medication, yet no clinicians were available. This left us in a difficult position. I believe this practice requires urgent review due to serious concerns about patient safety and care provision.

Reception wouldn't book appointments in person

I attended for a blood test this morning. When I attempted to book a follow-up appointment before leaving, I found two receptionists available but was informed that appointments could only be arranged online, which I found frustrating. Eight months later, I had an appointment scheduled for 08:30. The surgery did not open until that time, and I waited a further fifteen minutes in an otherwise empty waiting area before being seen. Despite being the first appointment of the day, there was a fifteen-minute delay. I was also informed that the previous online booking system is no longer available, and appointments now require a telephone call to check doctor availability on the day. Additionally, the entrance remains locked, requiring visitors to use a bell to gain entry, and early arrivals are not admitted inside. Without any prior notification or explanation, my pain medication was reduced to half the prescribed amount, restricting me to ordering a month's supply every two months instead. I requested a face-to-face appointment with a clinician to discuss this change, but had to wait eight days for an appointment at an alternative location. The clinician at that appointment found no clinical justification for the reduction and restored my original prescription. While this was ultimately resolved, the several days without adequate pain management caused me unnecessary discomfort.

Appointment booking remains frustratingly difficult here

Accessing appointments at this practice has proven extremely difficult. When contacting reception for assistance, I have been repeatedly informed that clinicians are unavailable due to illness and directed towards alternative services such as walk-in centres or emergency departments. This situation has persisted over an extended period. The practice appears to remain inaccessible in ways that differ from other local surgeries, which seems inconsistent with current guidance. I have found this experience frustrating and intend to escalate my concerns through formal channels.

Difficult to reach the practice when needed

I appreciate that weekend services are limited, but this practice doesn't appear to offer any contact options during weekends—no messaging, appointment booking, or other services. The weekday experience hasn't been significantly better either. I've found it consistently difficult to reach this practice when I need to. I've decided to look into registering elsewhere as a result of my frustration with accessibility.

Surgery closed for weeks due to staff absence

It is frustrating that the surgery has had limited practitioner availability due to staff absences over the past several weeks. After being a patient here for many years, this situation has prompted me to consider changing practices.

Surgery with far too many problems

I could elaborate further, but there are simply far too many issues with this practice for me to address them all. This facility falls well short of expectations. I would recommend looking elsewhere.

Online booking system rejected my request repeatedly

How is it possible for the entire medical team to be unavailable simultaneously, and why is there no communication about what is happening? Additionally, appointments cannot be scheduled for future dates. The online booking system appears ineffective because if the practice determines your concern is not urgent, you simply receive a rejection without an appointment option and must attempt booking again at another time. This practice was previously reliable, but it now seems as though they are unwilling to provide assistance to patients.

Friendly staff put me at ease

I have had a very positive experience. The clinical staff members I encountered were exceptionally friendly, welcoming, professional, and thorough, which helped me feel comfortable and reassured. Thank you!

Staff listened and arranged appointments easily

A really good medical practice where patients feel valued and well cared for by the clinical team and support staff. I recently switched to this surgery and have had an excellent experience with my treatment. They have been particularly helpful with scheduling appointments, conducting telephone consultations, taking time to listen during discussions, managing my medications efficiently, and more. If you're searching for a quality practice, this would be a strong choice.

Receptionists went the extra mile for me

I have consistently felt well cared for by the entire team at this medical practice, including clinical staff and administrative personnel, who have consistently demonstrated genuine care and thoughtfulness. They frequently go above and beyond in their support. When facing urgent situations, the practice has responded promptly, often within a very short timeframe. I have experienced instances where I contacted the practice during distressing circumstances outside normal hours, and upon opening, the standard of care provided was outstanding. I feel reassured and supported by this practice.

Felt unheard and dismissed by the practice

I would rate this lower if possible. I would advise against attending if you are genuinely unwell, as I felt my concerns were not taken seriously. The experience was deeply disappointing.

Receptionists were polite and genuinely helpful

I am very pleased that my family and I have chosen to register with this practice! The reception team demonstrated politeness and helpfulness throughout our interactions. The clinical staff proved to be knowledgeable, compassionate, and professional, responding promptly to our needs and conducting comprehensive evaluations. We had the opportunity to see several different members of the medical team over a short period, and all provided thorough care.

Receptionist made booking straightforward and easy

The care and service provided is of excellent quality. The reception staff were exceptionally helpful and made the appointment process straightforward, assisting me with everything I required. The clinician I consulted took time to listen, ensuring I understood the information shared and what steps I needed to take going forward. I have been a patient at this medical practice for a considerable period and have consistently experienced outstanding service throughout my time here.

Staff really listened and cared for us

I am very satisfied with this practice and pleased that I made the choice to transfer from my previous surgery, which was not meeting my needs. The entire team has consistently provided excellent care for both myself and my family member. I would encourage you to maintain these high standards. I would rate this experience very highly.