Honicknowle Green Medical Centre Oakside Surgery

Patient Experience Summary

Feedback reveals a practice with significant operational challenges alongside pockets of positive care experiences. Appointment access remains a persistent concern, with patients reporting difficulties securing bookings through phone and online systems, extended waiting times exceeding 30 minutes, and communication failures around appointment confirmations. Reception experience emerges as a key issue, with multiple accounts of discourteous staff, unresponsive phone lines, and administrative barriers to accessing care. Patients describe challenges with prescription processing, delayed responses to clinical requests, and inconsistent application of booking procedures.

Conversely, several patients commend the clinical team for compassionate and professional care, noting efficient triage systems, same-day appointment availability in some cases, and responsive out-of-hours support. The contemporary practice environment and welcoming demeanor of certain staff members are highlighted positively. However, these strengths are substantially undermined by systemic issues around appointment availability, communication responsiveness, and reception staff courtesy. The practice appears to struggle with managing patient flow and maintaining consistent service standards, with particular friction between administrative processes and patient expectations around access and respect.