Otterfield Medical Centre

Very Disorganised.

This was my first visit to Otterfield Medical Centre and it was an incredibly poor experience from start to finish. I received a notification suggesting I book a health check up. I followed the link, selected a “doctor” (because the system explicitly listed a doctor), and booked the appointment. I took a day’s leave from work to attend. When I arrived to the address, the building has a large sign saying “Otterfield Medical Centre” attached to what looks like a residential house. There was a single locked door and no indication that this wasn’t the actual entrance. After five minutes of knocking and sitting on hold trying to get someone to open the door, a lady eventually came out and told me I needed to walk further down the road and around the back. Not a single sign anywhere telling patients where the real entrance is. After finding the rear entrance, I then queued for a further five minutes. When I finally spoke to reception, I was told that despite booking with a doctor, my appointment was actually a health check with a nurse. So I took time off work for nothing, because I specifically needed to see a doctor. If a medical practice cannot get the basics right – clear signage, accurate booking information, and correct appointment details – then you really have to question how much trust you can place in them with your health. A completely avoidable waste of time caused by poor signage, poor communication, and an inaccurate booking system.

Felt listened to during appointments here

The medical professionals here take time to listen when patients need to discuss their concerns, rather than hurrying through appointments. The practice management team are approachable and demonstrate genuine understanding when you need support. Having been a patient at this surgery for many years, I feel confident in the care provided and have no desire to seek treatment elsewhere.

Easy to book appointments and friendly staff

I have been a patient at this practice for a considerable time and have consistently had positive experiences. The clinical team are competent, the administrative staff are welcoming, and the management demonstrates genuine care for patient wellbeing. Appointment availability has never been a concern for me.

Reception staff dismissive when asking simple questions

I had a very disappointing experience during my visit. From the moment I arrived for my appointment, I felt unwelcome and undervalued. The clinician appeared disengaged and gave the impression of reluctance to be present. I explained my concern regarding a physical issue that has been troubling me for an extended period. Rather than having a thorough discussion about possible treatment options or receiving empathetic support, I was simply told the matter was "not important" to address, despite explaining that it was affecting my self-confidence and that I wished to pursue treatment. When it came to scheduling a follow-up appointment, I clearly communicated that I was only available on certain days of the week. Rather than attempting to find a solution, I was informed that procedures were only available on other specific days, delivered in what felt like a dismissive and flippant manner. The level of professionalism was notably absent. I also inquired about a seasonal allergy treatment option, and the response was curt and unhelpful. Additionally, the reception team were notably discourteous. I asked a straightforward question and received a dismissive response, despite staff visibly being available. The overall environment felt cold, unhelpful, and lacking in professional standards. This was genuinely one of the poorest experiences I have encountered at a medical practice. Patients attend seeking assistance and reassurance, not to feel overlooked or treated dismissively. I would not recommend this practice based on my visit.

Phone queue handling could've been better

I submitted a request through the NHS App to change my practice to yours; however, my application has not been progressed. When I called to follow up, I experienced poor communication and handling of my query. I was on the phone with a member of staff and found the interaction to be unprofessional.

Felt supported when we really needed it

This practice consistently demonstrates exceptional service through its dedicated team members. The reception staff, clinical staff, and all other team members have provided outstanding support to me and my family whenever we have required assistance. I genuinely appreciate the care and commitment shown by everyone involved in this surgery.

Booking system frustrates despite kind staff

My perspective has shifted somewhat following my recent visits, as the team has demonstrated genuine kindness and professionalism. That said, I remain frustrated by the inability to schedule appointments through telephone contact, as this particular system continues to be problematic and inconvenient.

Long wait times but helpful when you get through

The team demonstrated helpfulness, though there was a considerable delay in getting through on the phone.

Impressed by the professional approach here

I have recently transferred to this practice and have been very impressed by the professional approach demonstrated by all the staff members I have encountered.

Felt unheard and dismissed at appointment

I had a disappointing experience with this practice and felt the service fell short of professional standards.

Long waits and persistent appointment delays

I have had a very poor experience with this practice. Appointments consistently run significantly behind schedule, with waits of at least thirty minutes being typical. I would recommend considering alternative healthcare providers.

Quick callback and same-day appointment arranged

Excellent. My spouse was experiencing discomfort with a suspected urinary concern and I submitted a request for an in-person appointment through the online system. Within twenty minutes, a clinician called to arrange an appointment for approximately an hour afterwards. What more could one ask for?!

Long waits with poor communication about timing

The practice appears to prioritise displaying promotional materials over providing patients with information about expected waiting times for appointments.

Long phone queues and delayed appointment times

The practice experiences significant delays in responding to incoming telephone calls. Even when positioned first in the call queue, there can be considerable waiting time before a receptionist becomes available. Additionally, despite arriving punctually for scheduled appointments and completing check-in procedures at the designated kiosk, patients may experience extended delays before being seen by clinical staff beyond their allocated appointment time.

Reception staff weren't helpful with appointment changes

The reception team did not meet my expectations in terms of competence. I experienced delays with my scheduled visits and extended wait times. I would not suggest this practice to others.

Reception staff could improve their manner

5 stars for the clinical staff! However, I had a negative experience with one of the reception team members, who I found to be quite unwelcoming. I feel this particular staff member may not be well-suited to a customer-facing role.

Long-term patient appreciates professional reception staff

Our family has been registered with this practice for approximately two decades and we have experienced virtually no issues throughout that time. While immediate appointments may not always be available, this reflects a broader challenge across healthcare services rather than being specific to this practice. The clinical team has successfully identified health concerns at an early stage, which we greatly appreciate. The administrative and nursing staff have consistently demonstrated professionalism in their interactions with us, and we recognise the demanding nature of their roles.

Same day appointments made things easier

We have consistently received same-day appointment availability for our family members, regardless of when we contact the surgery, and the care provided has always been suitable and well-managed. This practice comes highly recommended based on our positive experiences. Both my spouse and I have also been satisfied with the service we have received here.

Felt genuinely listened to and well informed

5 stars for the clinical team. I received exceptional care from a GP who consistently demonstrates genuine concern and professional expertise. The appointment involved attentive listening to my health concerns and clear explanation of the treatment approach, which left me feeling well-informed and confident about my care plan. I would highly recommend this practice to anyone seeking compassionate and knowledgeable medical care.

Quick appointment and professional care received

I have been a patient at this practice for over 40 years and have no complaints. The reception team can only offer what is available, and I attended an appointment this morning where I was seen within a reasonable timeframe. Everything was handled professionally by both the clinical staff and reception. It is a medical practice rather than a private wellness facility.