Otterfield Medical Centre

Dismissed with pain, told to wait longer

When dealing with a tissue-related condition, I was advised to avoid attending appointments despite experiencing significant discomfort. Instead, I was instructed to simply await a specialist referral. The suggestion was made that my symptoms might be psychological in nature, with the implication that antidepressants could be beneficial.

Reception staff unhelpful with appointment booking request

I have been receiving repeated text messages from the surgery requesting a blood test appointment at 9am. When I contacted the reception team to clarify, I was told that a blood test was not necessary. I shared the text message I had received, and the receptionist acknowledged this was a management error on the surgery's part. They offered to arrange a non-fasting blood test, but I had specifically requested a fasting test as indicated in the original message. Additionally, I have not had any blood work done since 2022 due to not being informed it was needed. The receptionist's approach during our conversation was unhelpful and unprofessional. Their manner was dismissive and made it difficult for me to arrange a simple blood test appointment. When I asked whether I could speak with a GP to receive proper guidance on what type of test I should have, the response was negative. I was told I would need to call at 8am to book a GP appointment, and that no slots were currently available. When I clarified that I was flexible about the date, this request was not properly addressed. Staff members who interact directly with patients have a significant impact on how the practice is perceived. I would suggest that reception team members would benefit from additional training in patient communication and professional conduct to improve the overall experience at the surgery.

Nurse's inappropriate questioning left us upset

My father attended an appointment to obtain a prescription refill for his respiratory medication. During the consultation, he was asked an unexpected question about whether he might become aggressive if the prescription were not provided. My father found this comment distressing and clarified that he would never behave in such a manner, expressing confusion about why this question had been raised. The prescription was subsequently issued. I find it difficult to understand why someone would approach a patient interaction in this manner, as it felt emotionally unsettling rather than constructive. I am quite disappointed by this experience.

Repeated appointment cancellations without advance notice

Appointment I was not notified that my appointment today was cancelled. This is the third appointment that has been cancelled. While I understand this may not be within your control, I have had an inconvenient day as a result. I had prepared for my scheduled tests and annual review, including fasting beforehand, and made an unnecessary journey to the surgery. I would greatly appreciate receiving advance notice of any future cancellations so I can avoid making additional trips. Thank you for your consideration.

Confirm you're seeing a GP, not the nurse

If you wish to see a GP, it is advisable to request this specifically when booking and confirm the practitioner's identity. Be cautious if reception staff offer an earlier appointment with someone else, as they may be suggesting an alternative healthcare professional instead. It is worth asking who the appointment would be with, as some practices may direct patients to other clinicians while suggesting they provide equivalent care. I experienced frustration at this surgery when attending with a seriously unwell child presenting with a high fever who was initially seen by a nurse practitioner. Although the nurse recognised the severity of the presentation and appropriately referred for GP assessment, this resulted in an extended visit that felt avoidable. Some practitioners at this surgery appear less comfortable engaging with patients who demonstrate medical knowledge or ask questions, whereas others demonstrate exceptional diagnostic skills and genuine commitment to patient care. The practice does have some clinicians with strong interpersonal abilities who help patients feel at ease, though this is not consistent across all staff members. The shift towards nurse-led appointments appears linked to sustained funding pressures within the NHS. For those with the financial means, private healthcare may feel like a more reliable alternative, though access to such options remains limited for many patients.

Long wait times and unhelpful appointment

The medical care I received was disappointing and did not feel like a worthwhile use of my time.

Reception staff were dismissive and unhelpful

The reception staff member was unhelpful and discourteous. I find it surprising that there are numerous reviews highlighting similar concerns about the reception experience at this practice. There appears to be an online community where many patients have raised comparable complaints, and this pattern seems to have persisted for some time. I am puzzled as to why the practice continues to employ someone in this role given the consistent feedback received.

Helpful reception and thoughtful prescribing approach

The experience has been satisfactory overall. I received good service during my visit. I was pleasantly surprised by the approach taken, as rather than being offered a basic over-the-counter remedy, I was prescribed medication that addressed the underlying inflammation effectively. The practitioner demonstrated clear knowledge and expertise, which gave me confidence in the care provided. It was encouraging to see this standard of service within the NHS. The reception team were courteous and efficient throughout. The facility itself was well-maintained and hygienic. While many reviews tend to focus on negative experiences, I felt it was worth noting that when service is of good quality, it deserves recognition as well.

Helpful staff made me feel well informed

An excellent medical practice with consistently helpful and informative staff throughout, from those at reception through to all clinical personnel.

Team went beyond expectations despite being busy

I had a very positive experience with the entire staff at this practice. The receptionists, clinical staff, administrative team, and all other members of the team demonstrated exceptional service. They consistently went above and beyond their regular responsibilities to support patients, even during busy periods when they were clearly under considerable strain.

Reception staff dismissive when calling for help

The clinical staff members are competent and I have no concerns about their work, however I found the front desk team to be unhelpful. On multiple occasions when attempting to contact the practice by phone, the reception staff have come across as disinterested and eager to end calls quickly. Recently, when I sought assistance with an online ordering system, the receptionist appeared dismissive of my request and suggested I either resolve the matter independently or submit a written note instead. The manner in which the call was concluded felt abrupt and left me feeling frustrated by the interaction.

Receptionists weren't honest about appointment availability

The reception staff did not meet my expectations, and I felt the information provided to me was inaccurate. I was disappointed by the standard of service I experienced.

Reception staff were dismissive when concerns were raised

This clinic has been disappointing overall. The reception team displayed unhelpful attitudes and seemed dismissive when interacting with patients. There were instances of miscommunication, and when these issues were raised, the response was defensive rather than constructive. The management approach appears to need improvement. While many clinical staff members are competent and caring, there are noticeable inefficiencies in how medical matters are handled. Administrative shortcomings appear to contribute to delays in resolving patient concerns, which impacts the overall quality of care experienced.

Staff went the extra mile to help

The team at this practice is remarkably supportive and consistently makes an effort to assist patients. Very impressed!

Impossible to book an appointment here

This practice has not met my expectations. I have found it extremely difficult to secure an appointment and would prefer to seek care elsewhere.

Receptionist rudeness overshadowed decent clinical care

I was disappointed with my experience at this GP practice. The reception staff came across as unwelcoming and seemed disinterested, rarely greeting patients with warmth and often appearing frustrated. My appointment involved a considerable wait, and when I enquired about the likely duration, I was asked to remain seated and refrain from further questions, with the suggestion that continued enquiries might result in my appointment being cancelled. The clinical staff themselves were pleasant, which made the overall experience frustrating given the reception difficulties. There appeared to be limited attention to detail regarding how test results were managed, and I felt there was insufficient follow-up communication when issues arose with my results. Overall, I felt the patient experience was compromised by these factors, and I believe the practice would benefit from reconsidering how it prioritises patient care and communication.

Helpful staff made me feel welcome

This is an excellent medical centre. The entire team demonstrates exceptional helpfulness and courtesy. All of the doctors at the practice are outstanding and provide fantastic care.

Reception staff were dismissive and unhelpful

The reception staff interaction was disappointing. The manner in which I was spoken to felt discourteous, and it appeared they may have lacked familiarity with their role. While I recognise that everyone experiences difficult moments, I felt this should not have affected how patients were treated during the appointment. Professional conduct is important when working in a healthcare setting, and I would have appreciated a more respectful approach.

Practice terminated registration without providing evidence

This medical centre fell significantly short of expectations. My registration was ended based on claims of repeated contact attempts without response, though no evidence was provided to support this. They also referenced information about a change in my circumstances, but could not clarify how they had obtained this information. In my view, the service provided does not meet the standards expected of a healthcare facility and represents a disappointing use of resources.

Receptionist was rude and unhelpful throughout

I would not recommend registering with this practice. It has been my poorest experience with a GP surgery to date. The reception staff came across as unwelcoming and unhelpful. Obtaining contact from a clinician proved difficult, and accessing discussion about medical results was not possible through the usual channels. The overall service fell significantly short of expectations, and I would suggest seeking care elsewhere.