Okehampton Medical Centre

Promised call back never arrived

I had a disappointing experience with the service. I was anticipating a callback from the clinical team but it never came through. When I contacted the practice myself, I was assured that my details would be passed along and someone would ring me back at an agreed time, yet this callback still did not materialise. I visited the centre in person and found the greeting to be rather curt, with staff mentioning they were experiencing high demand. I had concerns about my current medication and general wellbeing, along with pending blood test results, but was informed that the earliest available callback appointment with a clinician would be several weeks away. This meant facing a substantial wait for a response to what I felt were pressing health matters. Additionally, I have noticed that I see different clinicians on each visit due to staff changes, which disrupts continuity of care. It appears that the practice may not be placing sufficient emphasis on prioritising patient care and responsiveness to patient needs.

Whole team made me feel genuinely supported

The NHS faces considerable demands with very high patient volumes, but today this medical centre has delivered excellent care. Every member of the team—from reception through to the clinical staff and pharmacy—has been outstanding and deserves recognition. It's genuinely reassuring to have access to such a high-quality healthcare service.

Phone lines impossible to get through on

I am writing again out of considerable frustration regarding my experience at this medical centre. A week ago, I received a text asking me to book an appointment to discuss correspondence from a specialist. Since that time, I have been unable to successfully reach the practice through their telephone line despite making numerous attempts over several working days, spending well over two hours on calls without receiving any assistance. I still have not managed to secure an appointment with a clinician. I also visited the centre in person to request an appointment and explained the urgency of my situation, only to be informed that no appointments were available for several weeks. Today, I spent additional time trying to reach someone by phone, only to encounter a continuously engaged line. I feel extremely let down by this experience and am disappointed with how this matter has been handled.

Reception staff weren't professional or helpful

I found my experience at this practice to be very disappointing. I felt that a diagnosis I received was inaccurate, and I was frustrated that this wasn't addressed properly. The reception staff also seemed unprofessional in their interactions with me. I noticed that many concerns seemed to be attributed to viral causes, which left me feeling like my symptoms weren't being taken seriously. Overall, I felt the practice didn't demonstrate genuine care for patients and seemed dismissive when I tried to raise concerns. I've decided to leave the practice as I've lost confidence in the level of care provided.

Helpful advice and quick ear wax removal

I attended an appointment for ear wax removal and received excellent treatment along with helpful guidance. I would be happy to use this service again in the future if required, and I appreciate the care provided.

Doctors should listen more and talk less

I have experienced numerous difficulties during my visits to this practice. On one occasion, I felt my concerns about my mental health were dismissed rather than properly addressed, with questioning that made me feel misunderstood about the nature of my symptoms. On another occasion, a throat condition went undiagnosed and I did not receive the support I needed during my recovery. Because I manage several ongoing health issues, I attend regular appointments. Each time I arrive at the practice, I feel a sense of disappointment and uncertainty, which makes me question whether these visits are beneficial given the standard of care I have previously encountered. Based on my experiences, I believe the clinical staff would benefit from listening more attentively and allowing for less one-sided conversation during consultations.

Prompt and friendly reception staff

Extremely quick to respond, supportive and welcoming.

Online booking system creates unnecessary barriers

On both occasions I've needed to access this GP surgery, their online system has been the biggest obstacle. Back in July 2020, I had a serious ear infection that had persisted for well over a week and would bleed occasionally. I called up and their automated messaging system told me to log it online, which I thankfully ignored. I eventually got through to a receptionist who told me to log it online again, but I persisted in wanting to speak to a GP — the receptionist eventually said they would have a GP call me back at some point, but they were really busy and couldn't guarantee the call or appointment would be today. Not 5 minutes later, I received a call from the GP who triages the condition and books me in for an appointment within 15 minutes (contrary to what the receptionist said) I then arrive, the Medical Centre is basically empty and the GP says this is one of the worst cases of this type of infection they've ever seen and thanked me for coming in so soon, for which I thanked them, but stated the biggest obstacle to me coming in was the receptionist and online system. I'm prescribed some medication, which thankfully clears up the infection very quickly. My second and most recent attempt at getting some information was several years later. I was invited to travel abroad in late August and I wanted to know my vaccination history for travel purposes and whether any vaccines were recommended for my destination. I tried looking online on the website, but none of the options seemed applicable. I called up and eventually got through to someone who informed me they could send me these details via text and if I needed any, I could book an appointment via text, which I was happy with and agreed to. I then had a missed call about 15 minutes later, which I wasn't expecting as I was told I'd be sent the details via text and that I would have to wait for the follow-up call a week later, which was scheduled for 2pm. In the meantime I contacted the Medical Centre via Facebook to ask if I could be sent the details via text or email, as I didn't see why a call was really necessary given the simplicity of the request. I was informed it was not possible, but that I could sign up for the NHS App, which apparently lists vaccination history. I later downloaded the NHS App and signed up, but nowhere can I find vaccination history at all. Nearly a week goes by and 24 hours before the scheduled appointment, I receive a second text stating the call would now be anytime between 1-3pm. I then receive a text a day later informing me the appointment was cancelled and it would be re-booked a day later anytime between 10-12am. I receive a call a day later and a healthcare professional informs me that given my destination country, it would be advisable to have some boosters, which I agreed to and a visit was booked for later in the following week. During this time, my trip was unfortunately cancelled, so I tried to contact the Medical Centre to ask whether I should cancel the appointment or proceed with the vaccinations, as the healthcare professional did say they would be good to have in-general given my age and how long it's been since my last vaccinations, but I don't want to waste their time if it's no longer necessary. I was informed by the receptionist that they can't answer these questions and to log it online and I'd receive a reply in 5 days, which would have been after the appointment was booked in anyway. In the end I gave up and just cancelled the appointment.

Thorough consultation with a knowledgeable and pleasant approach

Extended and comprehensive appointment with a knowledgeable and friendly healthcare professional. Strongly recommended.

Rushed appointment with little patience for concerns

The appointment ran fifteen minutes behind schedule. When I attempted to explain my concerns, I was informed that there wasn't time available as the clinician was running late with other patients waiting. I politely pointed out that I had also experienced a lengthy wait. Overall, this practice has not met my expectations in terms of patient communication and addressing my healthcare needs.

Felt unheard during repeated appointments for dizziness

When my daughter experienced prolonged dizziness, we attended the medical centre after securing a face-to-face appointment. During this visit, we were advised to return in two weeks if there was no improvement, without any intervention being offered. At a subsequent appointment with a different clinician, we felt the approach was dismissive when my daughter described her ongoing symptoms. The same questions were repeated despite her providing clear and consistent answers. My daughter was upset leaving the appointment, particularly as she was unwell at the time. After approximately seven visits with repeated advice to return if symptoms persisted, we decided to pursue private care to access support more quickly, as my daughter had by then missed around three months of school due to her illness. Eventually her condition improved, though we had to request blood tests multiple times before they were eventually arranged, and even then there seemed reluctance. The clinician who performed the blood test was pleasant and professional. At one appointment, we saw a senior clinician who came across as condescending and unhelpful regarding next steps for my daughter's care. Additionally, my daughter was prescribed medication that proved ineffective and caused side effects including tremors and weakness. Overall, I was dissatisfied with both the medical management and the manner in which we were treated during our visits. I hope this feedback is useful for others considering this practice and to highlight concerns about our experience.

Practice takes good care of elderly patients

The practice provides excellent care for my mother.

Practice didn't follow up after paramedic visit

My husband recently passed away and the funeral directors needed to take him to the hospital where he had been receiving care in order to obtain a death certificate, as he had not had a consultation with a doctor within the previous month. A paramedic attended to provide treatment and indicated that a doctor would contact us, however this did not happen.

Phone queue wait times need improvement

If my call is genuinely important to you, why do I have to wait on hold for such an extended period before someone picks up? I recognise that you manage multiple calls simultaneously, but this suggests the need for additional staff to handle the volume of incoming contact.

Online booking gets you a quick callback

I have had a very positive experience over the last two years. The online booking system works well and typically results in a telephone consultation within a couple of hours. I have been able to access same-day appointments with either the paramedic service or a doctor when required for my child. The paramedic clinic has been an excellent addition to the services offered, and I am grateful for it.

Dismissive approach left me feeling unheard

I can only speak about my experience with the senior partner at this practice. Throughout my interactions, I found the approach to be arrogant, condescending, rude, and aggressive. I felt the conduct was questionable and lacked transparency. I do not believe this individual is suited to a public-facing role. (In response to the practice's email, I want to clarify that I did not abuse any staff members. Rather, I experienced what I perceived as disrespectful treatment. This situation has been deeply disappointing, and the practice is aware of my concerns.) I would prefer not to elaborate further on these matters here.

Friendly reception made the visit pleasant

Absolutely excellent experience!

Friendly reception staff made the visit pleasant

Excellent healthcare facility

Online booking system makes appointments difficult

Since the pandemic, obtaining an appointment with a GP has become increasingly difficult. The online booking system proves frustrating when you require direct communication with a healthcare professional. It appears that the number of GPs available at this practice has diminished. Despite the easing of previous restrictions, there seems to be considerable administrative personnel present during quieter periods, multiple nursing clinics running, and a noticeable shortage of GP availability, which is concerning given the expanding population of the area.

Staff rallied together during medical emergency

Excellent facility! We experienced an urgent medical situation with someone in our group, and despite limited resources available, the entire team responded promptly and provided support until emergency services arrived. We're very grateful for their assistance!