Otterfield Medical Centre

Reception staff could improve their phone manner

The clinical staff are wonderful and excellent. However, it is unfortunate that the front desk team can be quite unwelcoming. They appear to lack courtesy and consideration when interacting with patients. Callers often feel as though they are imposing when they make contact. The front desk team would benefit from training in patient communication skills. The negative interactions at reception have a detrimental impact on the overall reputation of the practice.

Reception staff listened and booked urgent appointment quickly

This practice has been excellent throughout my decade-long association with them. I am very grateful to the receptionist for their assistance in arranging an urgent appointment with the nursing team for a follow-up visit after my procedure. I had significant concerns about a thread that was left on my hand without prior notification, and the receptionist was attentive to my worries and managed to schedule me in for the following day. It would be beneficial if all workplaces had receptionists with such dedication and care. The standard of patient care here is outstanding. I would highly recommend this practice and hope they continue to maintain their excellent service.

Reception staff were dismissive and unhelpful

The reception staff member was quite unwelcoming when I called. I had been advised by the hospital emergency department to contact my GP for an in-person appointment given the complexity of my medical background, or alternatively to return to A&E. However, the staff member seemed dismissive and made me feel like I was imposing on them rather than seeking necessary care. The clinical team themselves are excellent, but the reception experience fell significantly short and suggests that customer service training or staffing changes may be needed in that area.

Reception staff were dismissive and unhelpful

The reception experience was disappointing, and I felt the patient care could have been much better.

Reception staff could be more welcoming

The reception team's manner was quite unwelcoming and discourteous.

Receptionists didn't listen to my concerns

The reception staff demonstrated poor communication skills and seemed unwilling to listen to patient concerns. When I mentioned having experienced a similar health issue previously and having consulted a clinician about it, the receptionist was insistent that I see the nurse first, despite my explanation. The nurse subsequently agreed that a consultation with a clinician was appropriate. This process felt inefficient and frustrating, resulting in an unnecessary delay in receiving the care I needed. Overall, the experience reflected inadequate service standards.

Reception staff were dismissive and unhelpful

The receptionist's manner was quite disappointing, however the clinical staff provided excellent care.

Reception staff could be more welcoming

The reception staff demonstrated a lack of courtesy and professionalism during my visit.

Reception could've been more welcoming

Seen by a clinician at the practice who was very helpful and provided better care than I've experienced elsewhere. The reception team could benefit from being more helpful and courteous as well.

Felt rushed and not properly listened to

I found the service fell short of expectations.

Dismissive attitude made me feel unheard

I attended an appointment and had a negative experience with the clinician I saw. I felt the interaction was dismissive and unhelpful, and I was left with concerns about the level of care and professionalism provided during my visit.

Long wait times and poor communication

Poor service experience.

Difficult to reach and unfriendly reception

The reception staff were unhelpful and it proved difficult to secure an appointment when attempting to book over the phone.

Rushed diagnosis led to wrong treatment plan

I had a disappointing experience with my recent appointment. The clinician made a diagnosis and recommended a treatment plan, but I believe the assessment may have been incorrect. I felt the initial evaluation was rushed and lacked thoroughness. After researching the symptoms myself, I don't feel the diagnosis matches my condition. I was also unhappy with the manner in which I was treated during the consultation, and I would prefer to avoid scheduling future appointments with this particular clinician.

Online booking system doesn't register appointments

I attempted to schedule appointments through the online system on two separate occasions, but upon arrival at the practice, I was informed that neither booking appeared in their records. I experienced a lengthy wait, and found the reception staff unhelpful in resolving the situation. There seemed to be confusion about what had occurred, and I found it challenging to secure a consultation with a clinician at this practice.

Reception repeatedly failed to process prescriptions correctly

The receptionist has proven to be consistently unhelpful and difficult to work with. On multiple occasions, she has failed to process medication requests electronically for collection at the pharmacy, requiring us to contact the pharmacy directly to prompt action. While the clinical staff have been professional and supportive, there were concerns about a serious spinal condition not being identified during appointments. Additionally, medication for pain management was not processed in a timely manner by reception staff. A medication notification was received a week after the expected date, and it was sent to the wrong pharmacy location for collection. These repeated administrative failures have been frustrating and concerning given the impact on patient care.

Prescription delays left me without medication

The service at this practice has been disappointing. There have been significant delays in obtaining prescriptions, resulting in extended periods without necessary medication.

Front desk staff were helpful and welcoming

Excellent reception team, outstanding clinical nursing staff, and highly professional and compassionate medical practitioners.

Staff didn't listen to my concerns

The staff members demonstrated a lack of helpfulness and appeared to show limited empathy during my visit.

Friendly reception made the visit pleasant

Excellent experience.