Okehampton Medical Centre

Online messaging got quick responses back

I cannot speak highly enough of this practice and the wonderful team. The new online service is excellent. On two occasions I have used the messaging system and received a prompt phone call in response both times. The clinical staff are amazing and truly fantastic. They demonstrate genuine care, never make you feel hurried, and are always willing to listen and work together to find solutions. Thank you 😊

Friendly reception staff made all the difference

Excellent team members are employed at this practice!

Dispensary staff weren't wearing masks or lanyards

I was quite surprised to observe that dispensary staff members were not wearing masks while serving patients who appeared to be vulnerable. In response to the management's reply, I noted that there were no protective barriers visible in the dispensary area, and neither of the staff members present displayed any visible indicators suggesting they had an exemption from mask-wearing requirements.

Long waits and unresponsive eConsultation service

It took several weeks to secure an appointment with a GP. Since the pandemic, I've noticed what I perceive as a dismissive demeanor from certain team members. Despite confirming receipt of my online consultation request, there was no follow-up response. Additionally, several online services advertised on the website appear to be unavailable. The overall experience fell well short of expectations. Acquaintances using medical centres elsewhere in the country report significantly superior service standards.

Repeated medication allergies ignored by practice

Extremely disappointing experience. The clinical staff here do not appear to meet expected professional standards. I was given a medication that I have a documented allergy to, and when we contacted the practice to report this, we were informed we would need to wait for a callback regarding an alternative. My symptoms have worsened significantly since then. Despite waiting extensively for contact, when we called back we found the practice was unavailable. I subsequently contacted the out-of-hours service around midnight but did not receive a response until 7.30am, which we unfortunately missed due to being asleep. Upon calling again the following day, I was prescribed another medication to which I have an allergy. This is not an isolated incident. I have previously been given unsuitable medications and told that proceeding with them was acceptable, which I strongly disagree with. There appear to be multiple reasons why this practice has received poor feedback, and this situation exemplifies them. The clinical staff do not seem to prioritise patient safety and wellbeing as their primary responsibility. Communication accessibility is a significant concern for me. I am unable to use telephone contact, and despite providing clear consent for my family to act as intermediaries on multiple occasions, this continues to create barriers. The practice's inability to communicate via email presents additional challenges for patients with communication difficulties.

Reception dismissive about serious health concerns

I have experienced multiple concerns with this practice. I had a serious health complication following a pregnancy loss that was not properly identified during my appointments, and I required emergency treatment. I have requested support from my healthcare provider on several occasions for various health matters without receiving adequate assistance. When I disclosed that I was experiencing mental health difficulties, I felt the response was dismissive and unhelpful. I have lost confidence in this practice and would be extremely reluctant to return for any future care. I am aware that other patients have also reported negative experiences with their mental health and physical wellbeing following treatment at this practice. I would caution others to carefully consider their options before choosing this provider.

Friendly staff and quick online form responses

The team here has consistently been welcoming and supportive. I've used the online appointment request system on several occasions and have always received a prompt callback the same morning from a qualified professional. While the practice is clearly under pressure like many NHS services, I've found the turnaround time for online requests to be excellent. I'm particularly grateful to the pharmacy staff member who assisted me with my prescription needs and went out of their way to help.

Quick appointment and reassuring care received

I wanted to express my gratitude to the exceptionally professional, compassionate and reassuring team members who assisted me during my recent visit. I was attended to very promptly after arriving with my concerns, and the healthcare professionals I encountered were outstanding. I have no complaints whatsoever about the care I received. After spending some time in the assessment facility, I was able to go home feeling well looked after. Thank you once again for the excellent service 😊

Efficient booking and quick appointments

The service continued to be well-organised and prompt as expected.

Phone lines impossible to get through on

I have attempted to contact the practice for an extended period without success. After finally reaching the front of the queue, the line continued to ring for a considerable time without anyone picking up. I find this level of service to be deeply disappointing. While external factors may sometimes play a role, I believe the practice must take responsibility for improving accessibility. I would rate this experience extremely poorly.

Walk-in minor injuries clinic sorted it quickly

I was travelling across the UK and experienced a sharp irritation in my eye that persisted throughout the morning and afternoon, causing blurred vision. Concerned about the symptoms, I contacted the non-emergency medical line who advised me to attend the emergency department. However, I also reached out to my local medical centre's minor injuries service and was invited to attend without an appointment. After a brief wait of approximately 20 minutes, I was seen by a healthcare professional who provided reassurance and recommended appropriate eye treatment. With a limited window before continuing my journey, this timely appointment gave me the confidence to proceed with my plans. The prescribed treatment provided rapid relief, and by the following morning, the issue had completely resolved. I was very grateful for the prompt and friendly care provided by the clinic team and the NHS service.

Reception staff were unhelpful and dismissive

The service provided was disappointing and I would not recommend this practice.

Practice has been reliable over the years

Over the decade I've been registered with this practice, I haven't experienced any issues. I did switch to a different clinician at one point, though this was for an unrelated reason.

Reception team always helpful and friendly

I have consistently had a positive experience at this practice.

Delayed diagnosis led to unnecessary suffering

I had a very negative experience with this practice. My mother experienced a significant delay in receiving a proper diagnosis for a serious bone injury, during which time she was prescribed increasingly strong pain relief without the underlying cause being identified. Additionally, concerns about a subsequent joint issue have not been adequately addressed, which has been deeply frustrating.

Reception staff politeness made the difference

I attended the practice for a minor injury and found the staff to be unwelcoming. The sole staff member who treated me with courtesy and assistance was a receptionist at the front desk. I was directed to attend an alternative minor injuries facility instead. Had that location been available, I would have chosen to go there as I have had positive experiences there previously. When I contacted the NHS helpline to clarify where I could receive treatment, I was informed that I had options to attend various minor injuries units. This visit occurred in late October 2020 during the late afternoon.

Staff responded quickly after my accident

I am grateful to the entire team for their assistance following my recent incident. The care I received was outstanding, delivered by committed professionals. The service was remarkably well-organised and prompt. I have nothing but praise for this Medical Centre. My sincere thanks once more, and please continue the excellent work you do.

Phone queue frustration and dropped calls

Experiencing lengthy hold times with background music only to have the call disconnected immediately upon connection is incredibly frustrating. This situation is disappointing.

Long waits and frequent appointment delays

The practice frequently experiences significant delays, with appointments typically running considerably behind schedule and waiting times for available slots extending to several weeks.

Hard to get appointments with non-clinical triage

It is very difficult to obtain an appointment at this practice. Despite having a background in healthcare, I have frequently felt dismissed by administrative staff during initial contact. Once able to access the surgery, the care provided has been satisfactory, though it is concerning that non-clinical personnel are responsible for initial telephone assessments.