Palace Surgery

Long-term patient appreciates consistent friendly care

I have consistently received outstanding service at this practice over more than a decade. Every member of the team, including administrative staff, clinical nurses, and medical professionals, has demonstrated excellence, efficiency, professionalism, compassion and warmth. The care provided has been genuinely exceptional. I am very grateful for this experience.

Helpful staff made the appointment easy

An accessible and helpful practice with excellent staff throughout, from the front desk to the clinical team. I would gladly suggest this surgery to those seeking a new healthcare provider.

Team that genuinely cares about patients

A compassionate and considerate group of healthcare professionals who consistently deliver positive interactions. They demonstrate genuine dedication to their patients and show commitment to supporting the wider community they serve.

Friendly staff who take time to explain things

A really great NHS practice. I've always had a good experience here and the healthcare professional I saw today was friendly, explained everything clearly and put me completely at ease. Thank you!

Phone lines constantly ignored and unhelpful

This has been the most disappointing GP experience I have encountered. The telephone service is extremely difficult to reach, with calls going unanswered consistently. On one occasion, I waited over half an hour on hold only to be moved backwards in the queue, eventually deciding to visit the practice in person while still holding the line. When I arrived, there appeared to be no one answering phones at reception. Upon questioning why calls had gone unanswered for several days, I was simply told that my presence there now resolved the matter. This approach is concerning for patients who are unable to visit in person and rely on telephone access to the practice.

Efficient booking and felt properly listened to

I recently relocated to London and joined a local surgery. My experience with them has been very positive so far. They have demonstrated excellent efficiency in managing appointments and keeping patients informed about tests and procedures. The clinical staff are friendly and attentive, taking time to listen to concerns without making you feel hurried, even during their busy periods. I'm very satisfied with the service.

Felt listened to during my appointment

The doctor I saw was fantastic.

Online booking helpful but missing face to face appointments

The service at my surgery has been inconsistent. Some reception staff have been particularly helpful and supportive, though I'm unable to recall all their names. The clinicians I've seen have been thorough during consultations and cover all necessary points. I appreciate the online appointment booking system, however I remain disappointed by the lack of in-person appointments available. Certain health concerns genuinely require face-to-face assessment, and I worry that some conditions may be going undiagnosed due to current restrictions. I believe practitioners should prioritise seeing patients in person more frequently, especially as other healthcare services have managed to do so. I required emergency care at a local hospital for a urinary tract infection that had become severe. The surgery advised me to contact them the following morning, but I was unable to wait. The emergency department provided excellent care and maintained appropriate safety measures while conducting a thorough examination. I was promptly prescribed the antibiotics I urgently needed, which made a significant difference to my condition.

Easy to book appointments and helpful staff

I consistently have positive experiences at this practice, as booking appointments is straightforward and the clinical staff are invariably courteous and supportive.

Reception staff were dismissive on the phone

I called the surgery to request an appointment and took the opportunity to enquire about the availability of face-to-face consultations, as I work in healthcare and believe it's important to support people in accessing care when they need it. The response I received was dismissive, and the call was terminated abruptly. When I attempted to ring back, I overheard comments being made about me to another team member that I found concerning. Based on my own interactions and feedback from other patients, it appears there have been recurring issues with reception staff conduct. The manner in which I was treated left me feeling like a burden rather than a valued patient. This is not the experience one hopes for when contacting a medical practice. I have decided not to continue using this surgery's services.

Reception staff were genuinely helpful and accommodating

The reception team were helpful and welcoming. The clinical staff provided thorough, respectful and kind care during my visits.

Caring practice that listens to patients

The medical professionals and team members at this practice are highly competent and attentive to individual requirements. Although I initially moved away, I chose to return because I felt this was the only place where practitioners genuinely prioritised my overall health and welfare.

Kind doctors who fit us in urgently

The medical professionals at this practice are exceptionally warm and approachable. They consistently make considerable effort to accommodate urgent same-day appointments for myself and my young child whenever we have required immediate care.

Reception staff could improve their manner

Attended this GP surgery for the first time today. The clinical staff maintained good timekeeping and demonstrated a pleasant manner, though the overall experience was negatively impacted by the reception team. The receptionist I encountered displayed a dismissive attitude and appeared unwilling to assist, which fell short of professional standards. It appears that additional training in customer service would be beneficial for the front-of-house team.

Receptionist made the whole experience better

The medical team can be variable, but the receptionist staff member was excellent and very professional. I also found one of the doctors to be helpful.

Easy to book appointments and helpful staff

Positive experience with the practice overall. The clinical staff provided good care, and scheduling an appointment was straightforward. There were occasional minor delays to appointment times, but this did not detract from the quality of service received.

Professional and friendly reception staff

The staff consistently demonstrated professionalism and a welcoming approach throughout my visits.

Reception staff made all the difference

Very mixed experiences here, temperamental staff but I found the reception team extremely helpful.

Reception staff lacked knowledge about NHS processes

I found the standard of service to be disappointing. The reception team appeared to lack sufficient knowledge for their role, and there seemed to be gaps in understanding of NHS procedures at all levels. I was given incorrect information about how to access a referral service, leading to considerable time spent clarifying the actual process. My wife, who was pregnant, was similarly misinformed about registration requirements and had to spend time sorting this out herself rather than receiving clear guidance. When she attended in an emergency, she was directed to a facility that did not have the appropriate department to address her needs. Across these three occasions when we required support, each interaction felt unnecessarily complicated and stressful, compounded by what I perceived as an unhelpful attitude from staff. Overall, the experience was frustrating and poorly managed.

Reception staff were dismissive and unhelpful

I would not recommend this practice, particularly for families with children. The reception staff were unhelpful and discourteous. I experienced concerns regarding the accuracy of clinical assessments on multiple occasions. Appointment times were consistently overrun, with lengthy waits before being seen.