Old Road Medical Practice

Staff were genuinely helpful with my concern

I wanted to express my gratitude to the management team and all the staff members for their compassionate and friendly approach when helping me with a matter that was important to me. The practice has clearly made positive changes in recent times. Please continue with the excellent service :)

New patient transition handled smoothly and efficiently

Joining this surgery as a new patient has been one of the best decisions I have made recently. I had some reservations about registering here after reading negative feedback online, but the level of care I have experienced has been excellent. The changeover from my former practice was handled smoothly, and my prescriptions were processed promptly and without any complications. I am very grateful for the support I have received.

Helpful staff made a real difference

Excellent practice that has provided tremendous support to my family and me during challenging periods. The entire team demonstrates friendliness and helpfulness despite the demanding nature of their work, and I have observed genuine positive developments since new management arrived. Well done and please continue with the excellent service!

Practice failed to listen when it mattered

This GP service has been disappointing. A clinician departed shortly after my father's passing, which occurred a brief time following an appointment where he was advised to return for a follow-up visit. The timing of this departure felt concerning to me. Additionally, the practice's response to our formal complaint was unsatisfactory and did not adequately address our concerns.

Impossible to book appointments through early morning phone queues

It is extremely difficult to secure an appointment at this practice. The booking process requires calling at 8AM sharp, which results in lengthy hold times of around 45 minutes, only to be informed that no slots are available that day and advance bookings for future dates are not permitted. When I attended for a respiratory infection that recurs seasonally, the consultation consisted solely of advice to cease smoking, despite my having never smoked due to underlying respiratory conditions which are the actual cause of my recurring infections. I feel the practice would benefit from more engaged clinical staff who are genuinely invested in patient care rather than simply fulfilling their roles until retirement.

Practice manager didn't respond to my letter

The doctors and staff are satisfactory, however there is one concern regarding the practice management. A letter was sent addressing a serious matter, but a response has not yet been received.

Staff always helpful and supportive

The primary healthcare provider has consistently been invaluable to me and has always offered assistance to myself and my loved ones. The entire team has demonstrated helpfulness throughout my interactions with the practice.

Surgery didn't listen to patient concerns

This practice has serious shortcomings in the level of care provided to patients. There appears to be a fundamental lack of attention to patient needs throughout the service. The way the practice is currently operated requires urgent review and improvement to ensure patients receive the standard of care they should expect and deserve.

Disorganised practice with no patient care

This practice has been one of the most disappointing healthcare experiences I have encountered. The way the surgery operates is deeply concerning. The entire system appears disorganised and chaotic. There seems to be a complete lack of consideration for patients. You feel entirely unsupported when using this surgery.

Scruffy waiting room and unhelpful phone lines

The service fell short of expectations. The waiting area appeared unkempt, and telephone wait times were lengthy. I found the interaction with one member of staff to be unsatisfactory, as they seemed disengaged and unhelpful during our exchange. Their manner left me feeling that patient care was not a priority. I would hope that other team members at the practice demonstrate a more positive approach. I would be hesitant to recommend this surgery to others.