Otterfield Medical Centre

Phone queues always busy, results delayed significantly

I am a patient at this medical centre and feel quite let down by the level of customer service provided. I have been waiting for my blood test results for over two weeks now. When I have attempted to contact the practice by phone on multiple occasions, the line has consistently been busy, and I have spent considerable time in the queue before being disconnected. I also visited the practice in person twice, but found the reception staff appeared to be occupied with conversations rather than attending to patient needs, with the phone line being marked as unavailable. While I understand the practice operates under pressure, the service I experienced did not reflect this level of busyness. Overall, I have found the customer service to be inadequate and am considering transferring to a different GP practice.

Couldn't reach the clinic by phone or app

This practice has been disappointing to use. I have ongoing health conditions that require regular monitoring, and I attempted to arrange an appointment due to some concerns. It has been quite some time since my last visit. Unfortunately, I have struggled to get through by phone, and the online appointment system appears to be unavailable. While other healthcare services have resumed normal operations following the pandemic, this practice seems to still be operating under restrictions. The reception team's approach has felt unwelcoming and dismissive, making it difficult to feel comfortable asking for help or clarification. I have concerns about the level of service being provided.

Doctor dismissed specialist letter without checking

I attended an appointment with a friend who was unwell and required assistance in communicating their symptoms and recalling the medical advice provided. The clinician we encountered appeared dismissive and showed little enthusiasm in providing support, which I found quite concerning and disappointing. My friend had brought documentation from a specialist recommending a particular course of treatment. When this was mentioned, the clinician questioned its validity. Fortunately, I had the letter available to reference. My friend remains unwell and has become reluctant to seek further help from their GP due to this experience. I would suggest considering alternative healthcare options.

Phone lines consistently difficult to get through

Attempted to contact the practice after a considerable time away, but calls were not answered. It appears the service is no longer available or responsive. There seems to be a lack of concern for patient needs. Disappointed with the overall experience and level of care provided.

Medication delivery delays causing repeated problems

My father's medication was placed in a box last Sunday and we are still waiting for it to arrive a week later with no updates. Two essential tablets are missing again, and he only has a two-day supply remaining until tomorrow afternoon. I am frustrated with having to repeatedly contact both the surgery and pharmacy about ongoing tablet issues.

Rude receptionists made getting appointments impossible

I found my experience with this practice to be very disappointing. During a particular period, we made multiple attempts to obtain medical appointments for non-related health concerns and were consistently denied access to care. It felt as though the practice was unavailable to patients, which seemed contrary to the purpose of providing healthcare services. This situation resulted in us seeking private medical care at considerable personal expense. While some clinical staff members were satisfactory, the primary issue was the unhelpful and discourteous manner of the reception team. 0/10

Reception staff were dismissive and unhelpful

The receptionist displayed an unhelpful attitude and appeared unwilling to perform the duties expected of the role. The clinician's approach to addressing mental health concerns, which involved recommending self-help video resources, did not meet my expectations for appropriate care. Overall, I found my experience at this practice to be unsatisfactory.

Receptionist won't answer the phone

The reception team can be quite unwelcoming, and there are ongoing difficulties getting through by telephone. I have experienced extended wait times with calls going unanswered on multiple occasions.

Reception staff were unhelpful and dismissive

I have been a patient at this practice for many years. The clinical staff are highly competent and provide good care, however the administrative team and front desk personnel have been unhelpful and discourteous. Despite continuing to live in the local area, the practice removed us from their patient list without explanation. This handling of the situation felt unprofessional.

Reception struggles with long phone queues

The clinical staff are competent, however the front desk operations could be improved. Getting through by telephone can be challenging, with extended wait times frequently experienced.

Staff were professional and genuinely personable

We have experienced the team to be courteous and approachable. We appreciate having this practice available locally.

Helpful and compassionate care at the practice

The medical professionals at this practice are excellent, with particular appreciation for their willingness to assist and their compassionate approach to patient care. I believe this practice offers outstanding general medical services that would be difficult to match elsewhere. Thank you for the dedicated care provided to all patients! From a satisfied patient 🙂

Phone lines constantly engaged and frustrating

I have been attempting to reach this surgery for several days without success, as the telephone line remains perpetually busy. They sent me a message asking me to call in order to arrange an appointment regarding my health concerns, yet it seems counterproductive to request contact via phone when the lines are consistently unavailable.

Reception ignored repeated contact attempts about results

I'm not surprised given the negative feedback I've seen elsewhere. I've been with this practice for a considerable time and have consistently felt dissatisfied. My situation has now reached a point where I feel angry, frustrated and unwell, yet I'm struggling to receive the support I need. The experience has been disappointing from initial contact through to clinical consultations. I submitted an online request which went unanswered, and when I followed up after ten days, I was told I would need to submit another request as the original one was considered outdated. Submitting a new request means waiting approximately three days for a potential response, with no guarantee of contact. It appears that patient wellbeing is not the priority, and the current systems are inadequate. If the practice is genuinely stretched for capacity, accepting additional patients may not be sustainable. Additionally, I underwent testing some months ago but have not received my results despite the considerable time that has passed. The explanations I've been given for the delay have been inconsistent, which has left me uncertain about what actually occurred.

Reception staff could be friendlier at check-in

I have visited the practice on several occasions and have also made numerous calls on my parents' behalf. On each visit and call, I have found the demeanor of the reception team to be unwelcoming. When patients attend the surgery, they are often unwell, so a more courteous and approachable manner would be beneficial. My parents are not comfortable with digital systems and find technology challenging to navigate. The reception staff insist that patients use the automated check-in system, which means we must attend in person solely to complete this step. I believe the reception team would benefit from developing stronger customer service abilities. A friendly greeting costs nothing and can significantly improve how patients feel during their visit. The reception staff should recognize that being the first point of contact with the practice means they play an important role in creating a welcoming experience, and a bit more warmth and friendliness would be appropriate for this position.

Phone lines are friendly and responsive

This practice stands out as one of the finest I've experienced when it comes to how they treat patients. I've consistently found it straightforward to reach someone by telephone, and the staff have always been approachable, supportive and genuinely personable.

Didn't feel listened to or helped

The appointment did not meet my expectations and I felt the support provided was inadequate.

Couldn't get appointment when needed most

Extremely disappointing experience at this medical centre. I found it very difficult to obtain an appointment when I needed one urgently during a significant health situation. Despite my attempts to contact them, I was unable to secure a timely appointment, and I was left feeling unsupported during what was a distressing period. The service fell far short of what I expected, and I deeply regret choosing to register with this practice.

Couldn't reach anyone despite multiple calls

I attempted to contact the practice on multiple occasions by telephone without receiving a response. When I visited in person, I was unable to gain access due to current restrictions. I called again while waiting outside, but my call went unanswered. I observed staff members at the reception desk during this time, yet the phones remained unattended. It felt as though the communication channels were not being monitored. I found this experience disappointing and felt the service fell short of expectations.

Caring clinical staff, but reception needs improvement

I am giving a 5 star rating for the clinical staff here as they are excellent. They demonstrate genuine care and kindness. However, the reception team could be more welcoming, and I would rate that experience much lower. Overall, the medical professionals provide outstanding service.