Oak Street Medical Practice

Impossible to reach by phone for days

I have been unable to reach the practice by telephone despite multiple attempts during my lunch breaks over a three-day period.

Easy to get appointments when you need them

I have only positive feedback regarding this medical practice. Since relocating to the area, my family and I have consistently been able to obtain appointments without difficulty. The team members demonstrate both expertise and compassion in their approach. The entire practice represents a valuable resource to the community and reflects well on the NHS. I would particularly like to highlight one team member whose approach to patient care has been exemplary.

Clean clinic with professional and attentive care

Peaceful, hygienic and exceptionally professional. Exactly what you'd expect from a medical practice.

Long waits on urgent list with repeated phone calls

I have been waiting for clinical assessment for several days despite being placed on an expedited list. Despite repeated contact attempts, I continue to receive requests to wait longer. The experience felt dismissive, with the impression that my concerns were not being taken seriously. The process has been frustrating, and I was left in a prolonged waiting period. I have not heard positive feedback about this practice from others. The appointment booking system appears inflexible, leaving patients without clear alternatives. I feel the current healthcare system is under significant strain, and access to care has become increasingly difficult. I only seek medical attention when necessary, but even this basic need now feels challenging to fulfil.

Phone lines impossible to reach when urgent

I attempted to contact the practice urgently after running out of my medication and experiencing significant withdrawal symptoms, which I felt resulted from an insufficient initial prescription. Despite making numerous phone calls without success, I decided to send a message through the online portal expressing my frustration about the difficulty reaching someone. The response I received suggested my message was perceived as aggressive, with a warning that further similar communication could result in removal from the patient list. This experience has prompted me to seek care elsewhere. I believe the practice's handling of this situation fell well short of acceptable standards.

Waited six weeks for a simple response

I requested to change my GP and was informed that the standard form was no longer available, but that the practice would contact the clinician I wished to transfer to on my behalf. After a fortnight without hearing anything, I followed up by phone. The receptionist acknowledged that a message had been sent on the initial date and promised to send another immediately, assuring me they would be in touch. Two further weeks passed before I called once more. The receptionist again confirmed a second message had been dispatched, yet still no response had been received. She then consulted a colleague, who explained that the clinician's patient list was at capacity. When I questioned why this information took four weeks to communicate, no satisfactory answer was provided. I suggested an alternative clinician, and the receptionist agreed to pass on my request. Following my complaint about the delayed handling, I received an email confirming my request had been forwarded, with an assurance they would respond shortly. That communication was sent over six weeks ago, and I have received no further contact. The overall experience suggests either significant organisational inefficiency or a lack of regard for patient concerns. The practice's doors remain locked, and during visits for routine procedures, the facility appears largely empty despite visible staff presence. I would recommend seeking alternative healthcare provision if options are available.

Online messages get prompt responses from staff

I've been fortunate enough not to need much medical attention over the years, but over the last 12-18 months my mum has had a number of medical issues and deteriorating health. Using the online system to communicate with medical staff, plus leaving handwritten letters with information and concerns on a couple of occasions, I've been able to keep the practice informed about mum's difficulties and I've always had prompt responses. The clinicians I've seen have been excellent, as have other doctors who have called me back when my usual doctor has been away. My mum lives close to another practice, which is supposed to be very good, and which would be much more convenient for all the tests and appointments I have to take her to. However, I prefer her to stay with the current practice as I feel that the doctors, nurses and reception staff are all taking extremely good care of her.

Quick response to my vaccine enquiry email

I sent an email requesting assistance with scheduling my booster vaccination, given that I have a specific allergy and an underlying health condition that means certain vaccines are not suitable for me. The next day, I received a helpful call from a member of the clinical team who was very pleasant and courteous, and they arranged my appointment quickly and efficiently. I have not required GP services during my time at this practice, so I am unable to comment on the broader team, but when I did need support, the staff were readily available and provided prompt assistance. Thank you.

Couldn't reach a doctor when I needed one most

I previously regarded this practice positively, though that perspective was based on minimal engagement given my generally good health. However, over the past few weeks following a recent illness and personal wellbeing concerns, I have become aware of significant deterioration in the service quality. I recognise that GP practices face considerable operational challenges, and as someone working within healthcare, I am conscious of the pressures involved. Nevertheless, when a concerning clinical matter is communicated via a pharmacist without subsequent direct contact from a doctor, and the only follow-up consists of an emailed information sheet rather than a personal conversation, it creates considerable disappointment. The combination of these experiences has left me feeling let down and overlooked by the practice.

Booking system makes appointments unnecessarily difficult

The overall service and appointment scheduling process are quite frustrating. Making even straightforward requests or booking an appointment proves to be unnecessarily difficult. It appears that different departments within the practice lack effective communication with one another, which is disappointing.

Communication gaps between phone and email channels

The practice appears reluctant to handle telephone inquiries, while email communications tend to be unclear and frequently fail to properly address concerns raised. Although the team members are generally pleasant and accommodating when seen face-to-face, there can be delays in organizing care arrangements.

Difficult to reach by phone

I have been attempting to reach someone at the practice and have spent considerable time waiting on hold. Despite making multiple attempts at different times, I have found it extremely difficult to get through to anyone.

Switched surgeries after poor experience

I have decided to register with a different practice.

Getting an appointment remains a real struggle

I have never been particularly satisfied with my care, though I did not require much medical attention until recently, so it was not a major concern. However, I had experienced diagnostic issues on previous occasions. The situation has deteriorated since the pandemic began, with obtaining appointments becoming increasingly difficult. When I developed a painful lump in the chest wall area, I eventually secured an appointment. The examination was conducted over my clothing, and I was advised it was likely muscular in nature and prescribed anti-inflammatory medication. Following a breast screening, the radiographer suggested a possible link to a recent vaccination. When I reported this feedback to the practice, I was told I had submitted the information using an incorrect form. Due to my concerns, I decided to change practices. I have now been referred to a hospital trust for further investigation.

Friendly practice that listens to patients

The clinical staff are exceptional, the nursing team demonstrates excellent standards, and the service delivery and efficiency are exemplary. However, it is important to recognise that perfection cannot always be achieved, as we are all human. It would benefit everyone to approach healthcare interactions with flexibility and understanding, and the world would be a better place if we all practised give and take in our daily lives.

Booking appointments here is a nightmare

The administrative processes at this practice are extremely frustrating. Obtaining an appointment to see a clinician is very difficult, and there are certainly times when an in-person consultation is necessary. Based on previous experiences, there are concerns about how certain procedures have been managed, but once these matters are resolved, we intend to seek care elsewhere.

Surgery ignored my wound care follow-up calls

I would not recommend this practice to anyone. Following a procedure, I was advised to get in touch if complications arose. When I experienced a wound issue, I attempted to contact the surgery multiple times but my messages were not responded to. I find this lack of communication very disappointing, particularly given the potential health risks involved. I have since sought care elsewhere and do not intend to return to this practice.

Staff disorganisation and unhelpful attitude throughout

The practice appears to lack organisation. During my visit, a staff member made an insensitive comment that I found unhelpful, and I subsequently received incorrect medication from another member of staff.

Doctors who really listen and explain things

Excellent medical professionals who communicate clearly and provide valuable support.

Felt at ease during an uncomfortable procedure

I received outstanding service during my appointment today. The healthcare professionals involved made me feel comfortable and reassured throughout what was an uncomfortable procedure. I am very grateful for their care and attention.