Old Road Medical Practice

Wasn't listened to about my concerns

I have had a long-standing abdominal issue that causes significant discomfort when it flares up. I have been seeking help for quite some time, but have felt dismissed during consultations. The responses I have received have not been helpful given the severity of my symptoms and the difficulty I experience managing the condition myself.

Helpful receptionists and quick prescription service

The reception team members are consistently supportive, and my medication requests are regularly processed and dispensed without delay.

Friendly staff made me feel at ease

Had an appointment with a clinician who demonstrated good knowledge and provided helpful guidance regarding my health concern. I also had a blood test carried out by a staff member who made me feel comfortable throughout the procedure. The team were friendly and easy to talk to.

Reception staff ignored phones while chatting

The reception team can be dismissive in their manner towards patients, and there appears to be a lack of urgency when it comes to answering incoming calls. On several occasions, I've observed staff members engaged in personal conversations while phones went unanswered. The overall level of support throughout the practice has been disappointing, with the exception of the nursing staff who have been more helpful. Most other team members seem to provide minimal assistance to patients.

Quick to help and genuinely responsive

I have been a patient at this practice for many years. Over the past year, I have noticed significant improvements in the service provided. There are no complaints to raise, as the practice has been prompt in offering assistance and support, and very efficient in handling test-related matters. All members of the team have been excellent.

Repeated prescription delays caused unnecessary hospital visits

I experience severe nausea during pregnancy. The surgery has records showing I required medication throughout my previous pregnancy. I faced difficulties obtaining prescriptions then, though the situation has become considerably worse this time. I was initially told they hadn't received relevant paperwork, which prevented me from accessing my medication. Subsequently, I was informed I needed a medical review before being seen, only to be told I didn't require the medication in question. However, within four days of stopping it, I became unwell enough to require hospital admission with intravenous treatment. Halfway through my pregnancy, I received email and text confirmation that my medication had been approved, but when I checked with the pharmacy, it wasn't available. I was then told I couldn't have it and needed to attend again. This occurred two weeks ago and has been a frustrating experience. Additionally, my son was advised he needed an ultrasound scan for a concerning lump, but the referral still hasn't been submitted by the surgery. Our family has since transferred to a different practice. I'm concerned about the level of care and support I'm receiving. The service has noticeably declined in recent times.

Didn't explain things clearly enough

I was dissatisfied with my experience at the practice. The clinician did not provide adequate explanations during my visit.

Receptionists were genuinely helpful and caring

I have visited the practice on two occasions over the past month and I must say that I have been extremely satisfied with the assistance provided by the reception team and the attentiveness and professionalism demonstrated by the clinical staff who saw me.

Phones left on silent, staff distracted

Absolutely disappointing experience. The phones appeared to be unavailable or unanswered. The reception staff seemed distracted and inattentive to their duties. This visit fell well short of expectations. Very unsatisfactory service overall.

Efficient appointment with no waiting around

The appointment ran smoothly and stayed on schedule throughout.

Nurse spotted serious issue and followed up after

I cannot express enough gratitude for the care I received following my examination. The healthcare professional who saw me advised me to attend the accident and emergency department at the local hospital, where I underwent blood tests and imaging that identified my condition. I was fortunate to be admitted promptly and underwent surgery the following day. I was particularly touched to receive a follow-up call from someone at the practice checking on my recovery. Throughout my experience, I have consistently found the nursing staff to be exceptional, and the doctors and receptionists have always been tremendously helpful and supportive. Thank you to everyone involved in my care. 😊😊

Care improved after initial oversight elsewhere

Excellent care received following an issue that was initially overlooked at another walk-in facility

Older patients struggle to book appointments by phone

My elderly relative struggles to access appointments through the phone system. When she calls at opening time, all available slots have already been allocated. She is unable to book in advance and must repeatedly call at the same time each day. The appointment booking process appears to create barriers for older patients who may need additional time. I would encourage the practice to consider more accessible booking methods for vulnerable patients. The current system feels unsupportive of those with different needs.

Reception staff helpful with temporary patient registration

After experiencing a shoulder injury, I was referred to a physiotherapy service. The clinician conducted a comprehensive assessment and explained the condition in an accessible manner, creating a tailored exercise programme focused on improving mobility and strengthening the affected area. This approach proved highly effective in alleviating the discomfort. The reception team were also particularly supportive throughout the temporary registration process. I would strongly recommend this practice to others. Thank you to everyone involved.

Phone lines difficult but clinical care excellent

I cannot express enough gratitude to the Medical Practice for the exceptional support provided to my spouse, particularly from the nursing staff. Their intervention was genuinely life-saving. The sole reason this review falls short of five stars relates to the difficulty in reaching the practice by telephone. However, once contact is established, the standard of medical care received is truly outstanding.

Caring staff who really listened to me

The medical professionals at this surgery have made a tremendous difference to my life on multiple occasions. The nursing team are excellent and the administrative staff are both helpful and approachable. I will always be grateful for the exceptional care provided by one particular clinician who showed remarkable dedication to their patients.

Struggled to reach practice by phone

I have been attempting to reach the practice by phone for more than an hour. This is quite urgent as I need to speak with a specialist nurse who is only available on certain days of the week.

Appointments run on time and staff are professional

I just want to say a big well done to this surgery! Having moved my whole family here from my previous surgery a couple of months ago we are so pleased with how professionally it is run from the reception team to the administrative staff and all of the clinical practitioners. We have been able to get appointments when we need them, they consistently run on schedule and we have always been thoroughly assisted when we have had concerns ranging from diagnostic testing to specialist referrals. I especially want to extend my gratitude to one particular member of staff for their outstanding support. Thank you to the practice!

Emergency appointment came through quickly

I attended an urgent appointment at the practice, which I was able to arrange

Reception staff helped track my appointments

I have recently been signed off work due to a health matter and wanted to highlight how supportive the administrative staff at the surgery have been in responding to my frequent questions. They have assisted me in managing my appointments and have consistently demonstrated friendliness and patience throughout. I am very grateful for their help.