Old Road Medical Practice

Repeated prescription delays caused unnecessary stress

I am writing this review regarding a medical practice in the East of England, based on my mother's experience since transferring from her previous GP. Unfortunately, this transfer has turned out to be a serious mistake. My mother is a patient with a chronic health condition requiring regular medication and does not speak English fluently. Since joining this surgery, she has repeatedly experienced delays with her repeat prescriptions, sometimes occurring monthly. For someone managing her condition, timely medication is essential rather than optional. These repeated delays have caused unnecessary stress and concern about her health. In addition to the medication issues, the attitude and behaviour of certain staff members have been deeply upsetting. On more than one occasion, she has felt dismissed, spoken to harshly, and made to feel unwelcome. There were comments that she found hurtful and which she perceived as discriminatory. No patient — especially an elderly one — should ever be spoken to in such a manner. She has also been requesting a referral to a specialist clinic for a considerable time, yet this request has been ignored or delayed without clear explanation. We feel strongly that she has not been treated with the respect, dignity, or equality that every patient deserves. Language barriers should be met with patience and support, not frustration or disrespect. Healthcare providers have a duty of care, especially toward vulnerable and elderly patients. I sincerely hope the management of this practice reviews its internal procedures, staff conduct, and approach to patient care. No family should have to worry regularly whether essential medication will be delayed or whether their loved one will be treated unfairly due to communication difficulties or background. This experience has been distressing and deeply disappointing.

Appointment delays and slow request processing throughout

If I could give them a lower rating, I would. The service has been deeply disappointing. Securing an appointment is challenging, and processing of requests appears to be consistently slow. I made a payment for a medical document two months ago and have yet to receive it. Despite following up on this matter several times, there has been no progress — it feels wrong to charge for a service that is not delivered. A family member was expecting and had been given anti-nausea medication by the emergency department. When I asked this GP practice to renew the prescription, the turnaround time was considerably longer than necessary, creating avoidable worry during an already stressful period. In summary, the absence of responsiveness, inadequate communication, and extended waiting times make this practice difficult and frustrating to work with. Substantial changes would be beneficial.

Staff explained things clearly and listened well

I registered with this practice approximately two years ago. The team members I have encountered have consistently been supportive and approachable. In particular, one of the nursing staff has made a positive impression during my visits. This clinician demonstrated a warm and personable approach, taking time to explain matters thoroughly and ensuring I felt comfortable and fully informed throughout my appointments. They have been a real asset to the practice.

Staff listened carefully and took time

An excellent surgery. Highly recommend it. The staff are very friendly, kind and efficient. My GP is amazing – they're very caring and a very good listener. I never feel rushed or unheard. My health has improved so very much under their care. The prescription team are amazing too. Thank you to everyone.

Long wait times and poor communication

I had a very negative experience at this surgery and would not recommend it.

Online booking system causing long appointment delays

The appointment booking system requires online access rather than telephone contact. The earliest available appointment slot is approximately four weeks away. My partner has an existing health condition that the practice is aware of, yet securing an appointment has proven difficult. The service feels inadequate given what we contribute to it. It appears inconsistent that some patients are able to access appointments much more quickly, which seems at odds with NHS service standards. I am considering submitting a formal complaint regarding my experience with the appointment availability and overall service provision at this practice.

Health check appointment felt rushed and impersonal

I don't visit often, which I'm grateful for. I was invited in for a routine health assessment. The staff member was warm, friendly, and professional. However, the overall experience could have been more pleasant.

Couldn't get urgent appointment for child

If I could give them zero stars I would. I attempted to book an appointment for my young child through the online system, only to receive a message advising me to take them to hospital. When I called for clarification, I was informed that my child wasn't considered a priority and was told to either try again the next day or attend hospital. After waiting four hours, this was the response I received, which I found absolutely unacceptable. It's extremely difficult to secure an appointment for myself as an adult, let alone for a young child.

Reception staff were dismissive and unhelpful

It is extremely difficult to access any care at this practice. Getting an appointment with a clinician is nearly impossible. Even in urgent situations, the response seems dismissive, with suggestions to use the online booking system at an early hour instead. The reception staff come across as lacking in compassion and empathy. 😫😫😫😫

Online booking system left me frustrated

I would give a lower rating if the system allowed it, as the appointment booking process has been extremely frustrating. I attempted to book several times using the online system but received no acknowledgment of my requests and was never contacted to discuss or confirm anything. When I called to arrange an appointment instead, I was informed that telephone bookings are no longer available and directed back to the same online system that had previously ignored my attempts. Securing any kind of appointment has proven very difficult, and the online booking platform frequently prevents me from completing the process, stating that it has reached capacity.

Couldn't get through on the phone for appointment

Absolutely very poor experience. I felt there was a lack of attentiveness to my needs when I contacted the practice seeking an appointment for my child. I was informed that no slots were available and was asked to ring back the following day. When I attempted to call again, I received the same response and was told to try once more the next day. This became frustrating as I spent considerable time trying to reach someone by phone without being able to secure any assistance.

Getting through the booking system took patience

Once aligned with the correct information, there were no problems. However, it took some time to reach the right point as error messages continued to appear.

Phone system dropped out during appointment booking

I am very disappointed with this surgery. I have not had a positive experience. I feel the staff lack compassion and understanding towards patients. I called this morning to request an appointment and waited on the phone for some time before selecting the callback option. When I received a callback, the call was disconnected and I had to ring back. On my second attempt, I explained that I was experiencing severe abdominal pain and muscle discomfort on my left side. I was told the surgery was fully booked and advised to attend urgent care or accident and emergency due to my left-sided pain. I clarified that my main concern was the stomach pain, but was still directed to seek care elsewhere as no further appointments were available. I had been trying to reach the surgery since early morning. Over time, I have felt let down by this practice. I find myself having to follow up on my own test results rather than receiving proactive communication. Following recent blood tests that showed some unusual findings, I did not receive any contact from the surgery to discuss these. When I did speak with a clinician, I felt dismissed and was prescribed anxiety medication with advice to reduce stress. I believe a proper investigation into my ongoing health concerns would be more helpful than this approach. I am concerned that this level of care is considered acceptable. I am now seeking alternative healthcare provision as I cannot continue with this experience.

Phone lines impossible to get through on

Honestly appalling. I can't ever get through on the phone, can't get test results or appointments. I felt that medication was prescribed for something I didn't have. The receptionists won't give test results and you have to try and get through to someone with no hold system. I've been ringing every 2 minutes for two days to get through and have got nowhere - it seems like the phone is off the hook as I haven't got through once! Now looking into changing surgeries as it's just ridiculous!

Reception staff kindness couldn't fix the appointment

I gave this surgery two stars solely because the reception staff were exceptionally kind to me following a deeply troubling appointment experience. The clinician I saw today displayed what I felt was unprofessional conduct, which prompted me to lodge a formal complaint. I have chronic joint pain that requires ongoing management, and a year ago I agreed to reduce my pain medication during a period when my symptoms improved, on the understanding that this arrangement would be documented in my medical records. Unfortunately, this was not recorded. When I recently requested that my medication be returned to its previous level due to a change in my pain levels, the clinician refused and suggested I should discontinue all pain relief, implying dependency concerns. When I questioned whether they had personal experience with chronic joint conditions, they did not respond. I felt this demonstrated insufficient consideration for my wellbeing and quality of life, which is why I made a formal complaint about the standard of care I received. I appreciate the compassion shown by the reception team, but this experience has significantly affected my confidence in attending that practice. I have since transferred to a different surgery and escalated my concerns through the appropriate regulatory channels. The interaction has left me feeling emotionally distressed and anxious about seeking medical care, even though I am experiencing considerable pain. I now approach appointments at my new practice with apprehension, worried about how my condition might be perceived.

Helpful staff and reliable prescription service

Everyone at the practice has been very helpful. Repeat prescriptions are consistently provided promptly. The staff are always friendly. I have no complaints.

Reception staff helpful, but getting a doctor's appointment is impossible

The reception team are generally very helpful and welcoming. The blood pressure clinicians provide an excellent service and their work is consistently good. However, I had an appointment with a healthcare assistant when I was expecting to see a nurse, and the experience was extremely disappointing. This person dismissed my concerns about side effects from my medication and declined to involve the doctor in the discussion, stating they were simply following instructions. They also suggested I might benefit from antidepressants. I ended up attending A&E that evening, and although a referral letter was generated for a specialist department, the surgery has not acted on this recommendation. Booking an appointment with a doctor is exceptionally difficult. I was subsequently prescribed a new medication at a higher dose without having consulted with a doctor beforehand. I decided to take a lower dose as I felt the prescribed amount was excessive, and my blood pressure readings have become nearly ideal. I contacted the practice on a Friday regarding new stomach symptoms and was advised to attend if they persist, though I have little confidence in securing a doctor's appointment this week given the practice's tendency to direct patients to A&E instead. I also submitted a complaint online about the healthcare assistant, but have received no response or follow-up contact. While I wouldn't describe the practice as entirely poor, there are significant underlying issues that require urgent attention and resolution.

Reception dismissed asthma needs for painkillers instead

I had a very disappointing experience at this practice. I attended with a respiratory condition I have managed throughout my life, and I was seeking a routine medication refill. I also mentioned a recent injury causing chest discomfort. Rather than providing the medication I requested, the clinician suggested an alternative approach focused on pain management instead. I felt this missed the point of my visit, as I have a long-standing medical need that requires specific ongoing treatment. After nearly four decades as an NHS patient, I was frustrated by what felt like an over-reliance on one type of solution when a different approach would have been more appropriate for my situation.

Long phone queues left me without an appointment

This service fell short of my expectations. As someone working extended shifts without predictable scheduling, I took time off today to seek care for ongoing pain. I began attempting to reach the surgery from early morning, only to encounter a busy system. After multiple attempts, I was informed I was twentieth in the queue. I was offered a callback option with assurance that my position would be maintained, but when the callback arrived mid-morning, the connection was lost before I could speak with anyone. Upon redialling, I found myself back at nineteenth in the queue. After waiting approximately twenty-five minutes, I was advised that no same-day appointments were available and was offered an appointment two weeks ahead. It would be challenging for anyone to manage extended working hours in a demanding environment while experiencing persistent pain, and I feel the appointment system could better accommodate those in urgent need of care.

Couldn't get doctor appointments when needed

I am very dissatisfied with my experience at this medical practice. I have been experiencing significant discomfort and have made multiple attempts to arrange an appointment with a healthcare professional, but have been unable to secure a consultation. The level of service I have received has been disappointing, and I would not recommend this practice to others.