Palace Surgery
Average! (43 reviews)
Average! (43 reviews)
Patient feedback reveals a mixed experience with this practice, with notable contrasts between clinical and reception services. Many patients report positive interactions with clinical staff, who are frequently described as courteous, professional, and reassuring. Appointment booking through online systems is generally straightforward, and when appointments are secured, clinical consultations are often thorough and delivered with care. However, significant concerns emerge around access to services, particularly telephone contact. Multiple patients describe persistent difficulty reaching the practice by phone, with extended wait times, unanswered calls, and ongoing system problems that have lasted for extended periods. This creates particular frustration for those needing urgent appointments or unable to visit in person.
Reception experience shows inconsistency, with some patients praising helpful and welcoming staff, whilst others report dismissive conduct and poor communication. Several patients have experienced gaps in information provision, including incorrect guidance about NHS procedures and referral processes. Concerns have also been raised about the availability of face-to-face appointments, with some patients expressing worry that telephone-only consultations may not adequately address certain health concerns. The practice appears to struggle with organisational challenges around phone system management during peak booking times, which has resulted in missed appointment slots and patient frustration.
Whilst many long-term patients report consistent positive experiences and confidence in the clinical team's competence and attentiveness, the recurring themes of communication difficulties, variable reception standards, and access barriers suggest systemic issues that require attention to ensure equitable service delivery across all patient groups.
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Patient feedback reveals a mixed experience with this practice, with notable contrasts between clinical and reception services. Many patients report positive interactions with clinical staff, who are frequently described as courteous, professional, and reassuring. Appointment booking through online systems is generally straightforward, and when appointments are secured, clinical consultations are often thorough and delivered with care. However, significant concerns emerge around access to services, particularly telephone contact. Multiple patients describe persistent difficulty reaching the practice by phone, with extended wait times, unanswered calls, and ongoing system problems that have lasted for extended periods. This creates particular frustration for those needing urgent appointments or unable to visit in person.
Reception experience shows inconsistency, with some patients praising helpful and welcoming staff, whilst others report dismissive conduct and poor communication. Several patients have experienced gaps in information provision, including incorrect guidance about NHS procedures and referral processes. Concerns have also been raised about the availability of face-to-face appointments, with some patients expressing worry that telephone-only consultations may not adequately address certain health concerns. The practice appears to struggle with organisational challenges around phone system management during peak booking times, which has resulted in missed appointment slots and patient frustration.
Whilst many long-term patients report consistent positive experiences and confidence in the clinical team's competence and attentiveness, the recurring themes of communication difficulties, variable reception standards, and access barriers suggest systemic issues that require attention to ensure equitable service delivery across all patient groups.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Lawrence S.
9 years ago
Bad!
Phone lines closed during listed opening hours
Similar to previous feedback, the service at this practice has been disappointing and frustrating. Although the practice appears to be operating, the telephone lines remain unavailable. I have attempted to contact the practice for an extended period during daytime hours on a weekday when they are supposedly available until evening, yet all lines are inaccessible with no option to record a message.
Julie D.
9 years ago
Bad!
Can't get through on the phone line
Every time I attempt to contact the practice by phone, the automated message indicates that the surgery is closed!
Sara S.
9 years ago
Excellent!
Friendly reception made all the difference
This practice has been the best I have registered with. The reception team are welcoming, the clinical staff are excellent and the nursing team are wonderful. An outstanding combination overall, and I would suggest it to others.