Old School Surgery

Patient Experience Summary

Feedback reflects a mixed experience across the practice. Many patients commend the clinical expertise and compassionate approach of medical staff, alongside consistently friendly and supportive reception personnel who create a welcoming atmosphere. Patients particularly value the clear communication, attentive listening, and continuity of care provided. However, significant operational challenges emerge across multiple reviews, including difficulties booking in-person appointments, prolonged telephone waiting times, and reception discourtesy in some interactions. Additional concerns include incomplete prescription fulfillment, record management errors during patient transfers between practices, and the practice environment being described as outdated. One patient noted that appointment availability is restricted to standard business hours with limited flexibility, whilst another highlighted seamless booking experiences and convenient on-site prescription collection. The practice has reportedly addressed previous telecommunication issues, though access barriers remain a recurring theme affecting patient experience.

Staff demonstrate genuine compassion and professional competence in clinical delivery, with patients frequently expressing confidence in the service and feeling valued during consultations. The reception team is noted for warmth and professionalism in positive accounts, though inconsistency in courtesy standards appears evident. Patients acknowledge the visible workload pressures staff manage whilst maintaining supportive interactions. Overall, whilst clinical care quality receives consistent praise, operational efficiency in appointment access and administrative processes requires attention to fully meet patient expectations.