Old Road Medical Practice

Practice manager resolved my issue quickly

I would like to express my gratitude to the practice management team for responding to my inquiry and resolving the matter.

Staff listened and went the extra mile

Absolutely amazing staff who are very attentive to our concerns and needs, and we can always rely on them for help. The clinical team are particularly good at getting to the root of health concerns, and to be quite honest, every member of staff in the building goes beyond to help. The reception team especially are a real credit to the practice, which is exactly what you need in a general practice. Thank you.

Phone lines constantly unavailable for booking

I'm unable to get through when I call to arrange an appointment, and this has been happening for several weeks now. It's quite frustrating as the phone lines simply aren't being answered.

Staff member actually listened to my concerns

Today my child attended the practice for a throat infection, which recurs several times annually. On previous visits to urgent care centres, treatment with antibiotics has been declined with explanations that the condition was viral rather than bacterial in nature. I felt this assessment was inconsistent with my child's symptoms, though I recognise that definitive diagnosis typically requires testing. During this morning's appointment, the clinician listened carefully to my description of my child's symptoms and the pattern of recurrences, which was reassuring. They provided a diagnosis that aligned with my observations. I appreciated that this consultation did not involve the usual back-and-forth discussion I have experienced elsewhere, and I felt my concerns were genuinely heard. I have left this review because I wanted to acknowledge the quality of care received and to express my gratitude for being listened to regarding my child's health.

Felt genuinely listened to about my health

Excellent practice. The clinicians I have consulted with genuinely appear to be concerned about both my physical and mental wellbeing.

Minimal wait and friendly staff made the difference

The staff at the local surgery were absolutely fantastic, with minimal wait times and a consistently friendly and helpful approach throughout the visit.

Impossible to reach by phone repeatedly

Attempting to reach this practice by telephone has proven extremely difficult, as calls go unanswered despite multiple attempts to get through.

Long phone waits make booking appointments difficult

Poor service experience I set an alarm to ensure I could secure an appointment for my young child by calling at the opening time. Despite calling right at 8 o'clock, I found myself waiting on hold for between 20 to 30 minutes. This felt unreasonable to me. The situation appears to be deteriorating over time. The overall service quality has been disappointing.

Hard to reach by phone, rushed appointments

It is difficult to reach the practice by telephone, and during in-person visits, the reception staff appear to be frequently engaged in conversation with one another. The clinical consultations tend to be brief, with minimal physical examination and a reliance on reviewing information on screen.

Efficient blood test with a reassuring touch

I had my blood test and blood pressure check done today by a new member of staff. They were friendly and efficient, managing to complete the procedure on the first attempt, which is quite unusual for me. I felt very reassured by their professional approach. I hope they become a permanent part of the team. Thank you for the excellent care.

Helpful staff made switching surgeries easy

My partner recently registered with the practice as he needed to be seen promptly and received helpful assistance from a member of staff at the surgery who supported us with transferring his records from his previous practice and arranging an appointment. The clinician was very supportive and he was seen shortly before his scheduled appointment time, which was excellent. I would definitely recommend this practice.

Helpful reception staff made me feel reassured

Excellent practice! I recently switched to this surgery and I'm really pleased with the decision. The entire team is incredibly supportive and approachable. One member of staff in particular has been particularly helpful and has given me great reassurance throughout my care. I would definitely recommend this surgery to anyone considering a change from their current provider.

Receptionist made appointment handling stress-free

I recently worked with a member of the reception team who was consistently helpful, supportive and very attentive to my needs. I didn't experience any stress regarding my appointments and referrals, as everything was handled smoothly. I would highly recommend this practice overall. All interactions with staff members have been pleasant and friendly throughout my time here.

Same-day booking system wastes everyone's time

Frustrating experience with the appointment system. Getting a same-day appointment requires calling at 8AM sharp, and advance bookings are not available. After waiting 45 minutes to over an hour, I was often told no slots remained and instructed to call back the following morning to repeat the process. When transferring care from another clinic with an existing medical plan, the practice did not continue with that plan, requiring me to independently arrange blood tests and coordinate their delivery. Additionally, letters discussed with clinical staff were not properly recorded, making it difficult to follow up on matters without securing another appointment, which proved challenging. Overall, the experience felt inefficient and time-consuming, making me consider switching to a different practice.

Phone lines impossible to get through on

The service fell significantly short of expectations. After spending three days attempting to reach the practice by telephone without success, it became clear that the level of care being provided does not match what patients are paying for. The experience was deeply frustrating and raises serious concerns about the overall quality of the service being offered.

Staff were helpful with my referrals

This is an excellent medical practice that has provided me with great support regarding my referrals and consistently demonstrates helpfulness. The team members have always been courteous and considerate during their interactions with me. I'm very grateful for the professional and dedicated service I've received from the nursing staff.

Helpful surgery but hearing difficulties at reception

An excellent GP practice, though it would be improved by the installation of a hearing loop system, as communication through the reception barrier and face coverings can be challenging for those with hearing difficulties.

Had to ring a bell to get in

It was somewhat unusual having to ring a bell to gain entry, though it appears to be a necessary procedure.

Surgery phone line wasn't answering calls

I've been attempting to contact the surgery but keep reaching an answer machine indicating it is not currently open. It would be helpful to understand the reason for this, as it appears patients may be redirecting their enquiries to alternative services and pharmacies instead. I'm wondering if this represents a change in how the practice now operates.

Long phone queues make booking difficult

I have been attempting to schedule an appointment for my father for more than a week. I am instructed to call at 8am each time, but I find myself waiting on hold for extended periods only to be informed that no appointments are available that day and asked to try calling back the following morning at 8am once more. Even when I expressed concern about the nature of the health issue, this did not seem to make a difference. The appointment booking process has been frustrating.