Old Fire Station Surgery

Phone appointment led to unfair waiting times

I requested a telephone consultation and received a call back asking me to attend an appointment at 2.30 that same day. While I was waiting, another patient arrived without a scheduled appointment and was seen immediately by the same clinician for approximately 15 minutes. Other patients who arrived both before and after me were called through to be seen. After 45 minutes, I was still waiting. I found this experience confusing and would appreciate clarification on how appointment scheduling and waiting times are managed.

Clean waiting area and comfortable seating

The team members are excellent, consistently demonstrating politeness and respect. The reception area is maintained to a high standard with good cleanliness and presentation, and the seating arrangements are quite comfortable.

Annex clinic kept clean and tidy

I have appointments at the annex with an osteopathy practice. I don't always use the main surgery, but the facilities I do visit are consistently clean and well-maintained, including the toilet facilities.

Consistent care and helpful post-appointment support

The healthcare provided has consistently been excellent. Any concerns arising from post-pandemic appointment scheduling have been appropriately addressed. We remain satisfied with our choice of practice.

Respiratory clinic staff put me at ease with thorough testing

Following a clinical review and subsequent referral for specialist assessment, I recently attended the respiratory clinic for evaluation of persistent coughing and breathing difficulties. I found this appointment to be extremely valuable. I underwent testing for common respiratory conditions. The clinical team demonstrated professionalism throughout, and I was very satisfied with the thorough investigations performed, which helped put me at ease. The explanations provided were clear and straightforward. I cannot speak highly enough of all the care I have received from the practice and the respiratory clinic. My congratulations to everyone involved.

Follow-up calls made her feel supported

My mother recently attended the local surgery and reported having an excellent experience. She felt that her concerns were properly heard and understood. The subsequent follow-up contact was timely and provided her with supportive guidance regarding her test outcomes. She now feels confident and well-informed moving forward with her care.

Struggling to get through on the phone

I have attempted to contact the practice on multiple occasions within a week, but the line has been consistently busy. When I do manage to get through, I am told there are no same-day appointments available and am asked to call back the following day. I am experiencing symptoms of a respiratory infection, which I am familiar with from previous occurrences. I am concerned about the lack of availability for appointments. Additionally, since the pandemic, I have only been seen by nursing staff rather than a doctor, and I would appreciate clarification on why doctor appointments are no longer accessible. I find this situation frustrating.

Responsive practice with genuinely helpful staff throughout

Over the past nine months, I have required the support of the clinical and administrative staff at this practice for a couple of significant health matters. Throughout every interaction, the practice has consistently provided an excellent, prompt, professional, compassionate and welcoming service. I am grateful for the ongoing medical support that all team members have offered across the various aspects of my care. I appreciate the approach taken by this surgery, which demonstrates honesty and transparency from all staff members working together. Thank you!

Friendly staff made blood test quick and easy

Self check in. Arrived early and was seen promptly without any delay. The healthcare professional was friendly and engaging while carrying out the blood test, and was considerate of my concerns during the procedure.

Inconsistent care with no follow-up support

I found the service to be inadequate and felt my health concerns were not properly addressed. I experienced inconsistency in my care, as I was frequently seen by different clinicians who did not appear familiar with my situation. Follow-up on my health matters was lacking, and I did not feel that my concerns were taken seriously. I found the interactions to be dismissive and lacking in compassion. One appointment left me feeling particularly uncomfortable with how I was spoken to. Overall, I was very disappointed with my experience at this practice. After raising a complaint about my care, I was informed that my registration would be terminated and received notification of potential legal consequences for making my complaint. I believe the practice has not fulfilled its responsibility to provide adequate care and support to patients.

Transferred but left without continuity of care

Disappointing experience at this practice. Following a transfer from my previous surgery, I found the support for my ongoing health concerns to be inadequate compared to what I had previously received. The frequent changes in which clinician I saw made continuity difficult, and appointments often concluded without clear explanations or outcomes. Since joining this practice, I have had several new health issues identified and managed, along with ongoing care for pre-existing conditions. However, I was frustrated that the practice did not liaise with a specialist I was already being treated by.