Old Fire Station Surgery

Reception attitude needs improvement here

I am extremely grateful to the clinical team at this practice who demonstrated professionalism, empathy and thoroughness in their care. Their approach was much appreciated. However, I had a disappointing interaction with a member of the reception staff today who came across as rude and passive aggressive without apparent cause. I understand this individual may have affected other patients' experiences as well. I hope the practice management will take feedback about reception staff conduct seriously, as improvements in this area would benefit the overall patient experience.

Doctors who actually listen to your concerns

Excellent medical staff who are consistently attentive and supportive, taking the time to engage with patients and genuinely listen to their concerns.

Easy same-day appointments through the app

I really enjoy attending this practice. I can easily book same-day appointments through the NHS app, which is very convenient. I was able to have a telephone consultation after submitting photos via a secure link. The clinician was responsive, friendly and polite during the call, and the reception staff were very efficient in arranging my prescription. The overall service was excellent.

Reception staff were dismissive and rude

I visited the practice to deliver a parcel, which is a quick task. However, I felt that two members of the reception team were dismissive and short with me, and I was directed to queue as though I were attending for an appointment. Their manner seemed uncalled for and lacked basic politeness. I recognise that reception areas can be under pressure, but courtesy should always be maintained. I found the experience unsatisfactory.

Practice didn't address my records complaint properly

I was very unhappy with how this practice handled their final response to my complaint regarding issues with the accuracy of my medical records. It appeared to me that they did not adequately demonstrate their commitment to being open and transparent with patients as they should be.

Nurse saw me quickly and put my mind at ease

I would like to express my thanks and deep gratitude to the team and especially the on-call nurse who saw me today. I was able to receive an appointment within the hour and their kindness and thorough examination provided me with peace of mind and enabled the necessary action to be taken promptly. I am very grateful for the care received.

Turned away mid-appointment for unclear reasons

I attended an appointment for my annual flu vaccination and arrived promptly. Upon mentioning that I was currently taking a course of medication that would be completed the following day, I was advised by a staff member that I would need to reschedule and return for the procedure at a later date. I found this reasoning unclear and struggled to understand the clinical basis for this decision. The visit felt unproductive as I had made the journey only to be asked to book in again at another time. As a result, I have decided not to pursue the vaccination this year.

Receptionist to clinician, felt genuinely cared for

Recently joined this surgery and found the service from reception through to the clinical team to be exceptional. Have moved around the country due to work over many years and am pleased to have found this practice where they have made me feel cared for and genuinely interested in my wellbeing. This is so refreshing after my previous surgery experiences and has rekindled my faith in the primary care system.

Unhurried appointments made time for complex health issues

This is a fantastic GP surgery. I've spoken to two clinicians. I'm certain about one of them, though I'm less sure about the identity of the other. I can honestly say this is the best surgery we've ever had the good fortune to be with. We're accustomed to having to rush through our health concerns, which is very difficult because my husband has multiple ongoing health issues. The approach here is completely different – the clinicians say take your time, let's work through this together, let's get everything sorted, and let's review everything properly. This is just unheard of these days. I saw the four star reviews above and I can honestly say you don't know how lucky you are. I would also point out that the nursing staff are excellent too and provide very good care for my husband with his routine health checks and reviews.

Reception staff sorted my admin issue quickly

I have recently relocated to the area and have registered at this surgery. I visited today and wanted to express my appreciation for the exceptional customer service I received, as a member of the administrative team went the extra mile to resolve a procedural matter for me.

Friendly reception staff made the visit pleasant

A satisfactory medical practice experience.

Staff were helpful and genuinely caring

The experience has consistently been positive, with the entire team demonstrating helpfulness, kindness, and a caring approach.

Quick blood test appointments when you need them

Totally excellent service across the board supporting and treating my elderly father. Less than 6 months from first GP consultation to starting specialist treatment after major surgery. The attention to detail and communication from the practice has been fantastic. It makes a huge difference being able to have pre-treatment bloods carried out at the surgery. We were especially impressed when the phlebotomy team was suddenly and unexpectedly available when we needed a blood test: we had a fresh appropriate appointment offer within 5 minutes and had the rescheduled test done within 30 minutes. Clearly something is going very right at this practice!

Responsive practice that listens to concerns

This practice is absolutely wonderful, and whenever we reach out they consistently exceed expectations in addressing our concerns. My spouse and I feel genuinely fortunate to be patients at such a caring and dedicated surgery.

Receptionist's kindness made all the difference

We are grateful for the excellent care provided to our elderly relative during their recent visit. The reception staff demonstrated genuine compassion and understanding, while the clinician devoted sufficient time to ensure thorough and attentive treatment. We appreciate the service received.

Reception staff dismissive and unwilling to help

A member of the reception team displayed a manner that came across as dismissive and unhelpful throughout the interaction. There was a lack of warmth from the initial greeting, and when discussing information that was visible on the system, there appeared to be reluctance to engage constructively. Assistance only seemed forthcoming after persistent requests were made. Similar interactions appeared to occur with other patients present at the time. It would be beneficial for the reception team to consider developing their approach to patient communication, as they represent the first point of contact for visitors to the practice and set the tone for the overall experience. The standard of engagement fell short of what might be expected in this role.

Straightforward booking and helpful reception staff

Outstanding medical practice

Reception staff were genuinely helpful and friendly

I have been a patient at this surgery for many years, and the reception team has consistently provided helpful and friendly service. I am particularly grateful to all the clinical staff who have demonstrated efficiency and thoroughness in their care. It is a pleasant practice to attend.

Reception helped solve my app access issue

I contacted the surgery to arrange blood tests and also reported that I was experiencing difficulty accessing the app to view my medical records. The receptionist helpfully sent me login details via email, though I continued to have trouble gaining access. When I called back the next day, I spoke with a member of the reception team who took the initiative to look into the problem. This person demonstrated a pleasant approach and gave me reassurance that they would work towards resolving the issue. Later that day, I received an email containing additional information which enabled me to successfully access the app. I found the reception staff to be professional and supportive throughout, and I felt it was important to acknowledge their efforts to the practice management and clinical team. Thank you.

Newsletter updates could reach patients faster

Some feedback: Regarding the practice newsletter, it would be helpful if you've managed to pick up a copy from the waiting area, though it might reach patients more promptly through social media channels or via text message links so everyone can access the latest information in a timely manner. I came across a copy several months after publication, and by that point some of the content would have been more valuable to know sooner. Just my observation.