Palace Surgery

Reception staff were genuinely helpful and supportive

I have to say that I am so happy with the service I receive from this surgery, especially the reception team and the rest of the staff who are always helpful in assisting me with managing my health concerns, which at times can be challenging. Thank you for all your help; it is a very supportive team.

Kind and professional care at local practice

The senior nurse at the practice is exceptionally kind, professional and skilled. The practice provides a fantastic local service. Thank you all.

Calm approach made needle tests bearable

The staff member was wonderful! I'm very anxious about medical procedures, but they were excellent at putting me at ease and ensuring the experience was as comfortable as possible.

Reception phone lines need improvement

The reception service appears to have declined in quality. When I attempted to call early in the morning to arrange an appointment, I experienced difficulty getting through due to being placed on hold, which prevented me from booking an urgent appointment slot.

Reception staff went the extra mile

The reception staff member at this surgery is among the most helpful NHS professionals I have encountered. They consistently work to address requests and concerns with speed and efficiency. They are a genuine asset to the practice.

Missed call and unhelpful phone queue experience

I scheduled a GP telephone appointment with a designated two-hour window for when the call would come through. The wait to secure this appointment was considerable, and unfortunately the call never materialised. When I contacted the surgery to find out what had occurred, I experienced a lengthy hold time before the line was disconnected shortly after being answered. This was a frustrating experience overall.

Patient and welcoming at the reception desk

The clinician I saw was exceptionally patient, very welcoming, and I have to say they were the nicest doctor I've ever encountered at this practice.

Kind and responsive care that actually listens

The finest medical professionals I have encountered throughout my time as a patient. They consistently demonstrate kindness, attentiveness and a reassuring manner. I have genuinely not experienced any negative interactions with them!

Online booking system needs improvement

I struggled to navigate the online booking system and requested an appointment by telephone instead. I was informed that telephone bookings are not available through this service. This seems problematic given the accessibility challenges it may present for older patients. I have since arranged to see a private healthcare provider who does offer telephone booking options.

Caring practice with helpful receptionists

I have nothing but good things to say about this practice who have cared for my family. In particular, a member of the nursing staff who looked after both myself and my newborn in the early weeks provided excellent care. The receptionists are also lovely and go above and beyond.

Felt understood during a stressful time

I would like to thank the clinical team for being very understanding about the difficulties I was experiencing and for prescribing appropriate medication to help manage the stress-related symptoms I was suffering from. I appreciate the support provided by the staff at the practice.

Seen early and put at ease

I attended for a blood test with a scheduled appointment and was called through without any waiting time, in fact being seen ahead of my appointment slot. The staff member who performed the procedure was very pleasant and helped me feel relaxed throughout.

Helpful team made dad feel properly listened to

Exceptional medical practice with a truly outstanding team who demonstrate genuine helpfulness throughout. Thank you for delivering such a high standard of care and attentiveness to my older family member.

Hard to reach during morning phone queue rush

When you do manage to reach the practice, the care provided is generally satisfactory. However, the primary difficulty lies in making contact during urgent situations. As is standard procedure, you must call at the designated early morning time, which requires reorganising your schedule around that specific window. Over recent months, I have repeatedly struggled to get through, with wait times exceeding fifteen minutes before being informed of ongoing phone system problems. This has resulted in missing the emergency appointment slot, leaving no available appointments for several days afterwards. At the time of writing, I had already been on hold for seven minutes and was told the wait would be another eight minutes. This estimated wait time has remained unchanged since my call was answered, suggesting the actual connection time will be considerably longer. It is particularly frustrating when you need to plan your entire morning around making this call at a set time, especially when managing school preparations, work commitments, and travel arrangements. Yet it appears the practice does not demonstrate the same level of organisational commitment to managing their phone system during these critical hours. In an update to this experience, I remained on the phone until the mid-morning before needing to attend to other obligations. Shortly after, I received a message from the practice acknowledging telephone system difficulties and requesting that patients attend in person to book appointments. This situation has persisted for an extended period, and the lack of resolution remains deeply unsatisfactory.

Phone appointments only with unhelpful staff

Absolutely unhelpful practice. Only telephone consultations available with staff who were not welcoming. Would not recommend.

Quick callback and prescription ready same day

I wanted to share a positive experience after noticing several critical reviews. I contacted the practice this morning requesting an appointment, and a clinician returned my call within a couple of hours. The consultation was efficient with a prompt diagnosis, and my prescription was ready at the pharmacy shortly afterwards. I was very pleased with the level of service provided.

Helpful staff made booking appointments easy

I have been attending this practice for many years. The clinician I see is excellent, demonstrating thoroughness and a reassuring manner. The premises are well-maintained and hygienic, with all team members displaying friendliness and professionalism. On each occasion I have contacted the surgery for guidance or to arrange an appointment, the staff have been consistently helpful and provided clear information.

Consistent good care over many years

I have consistently received good service throughout my time as a patient at this practice over the past decade!

Staff made me feel genuinely welcome here

I have been attending this practice for over a decade and have consistently had positive experiences. The team members are warm and approachable, creating a welcoming environment. The clinical staff demonstrate professionalism while maintaining a friendly demeanor. I would highly recommend this surgery to others.

Diagnosed my child over the phone without seeing him

[Date removed] This practice operates in a manner that raises serious concerns and warrants careful consideration. My partner contacted the practice expressing worry about our young child who had been experiencing a persistent cough lasting several weeks that was worsening rather than improving. The symptoms were particularly troublesome during nighttime hours, with several instances of coughing so severe it led to vomiting. Our child became very distressed by this, and understandably we were deeply concerned. We were informed that a clinician would telephone us back at a specified time to discuss the matter. During the call, I described what was occurring and outlined our concerns. I anticipated at minimum being invited for an in-person appointment, but instead the clinician asked me to perform clinical assessment myself whilst they remained at their desk. I was requested to listen to my child's chest for signs of wheezing, which I attempted but found extremely difficult to do accurately on such a young child without proper equipment. When I indicated I couldn't detect anything clearly, the clinician proceeded to provide a diagnosis over the telephone and recommended obtaining medication from a local pharmacy without any face-to-face examination. I was taken aback by this approach. The manner in which this was handled felt inappropriate and concerning. The standard of care at this practice has been declining, but this incident represents a particularly troubling example of clinical practice. I made clear that I was not comfortable with my child receiving any medication without a proper in-person assessment and appropriate clinical checks being completed first. I intend to escalate this matter formally through appropriate channels.