Pallion Health Centre

Friendly staff but booking appointments remains difficult

I found the clinical staff at the surgery to be brilliant and friendly. I've only been registered for a couple of months and haven't experienced any issues apart from difficulty obtaining appointments, which is unfortunate as online booking would be helpful.

Friendly reception made the visit pleasant

Excellent

Difficult to book appointments with rude reception

The reception team can be difficult to interact with. The clinical staff are pleasant and professional to work with. However, obtaining an appointment is challenging, as it took an extended period to secure a slot with a preferred clinician.

Reception staff were dismissive about my early arrival

I attended my appointment, though I arrived considerably earlier than scheduled, which was my own mistake. However, I felt the receptionist's manner of communication towards me was inappropriate. When I explained I was early and mentioned I had back pain and didn't wish to wait, I decided to leave and return at my actual appointment time. Upon my return, I was told that I had walked out. After providing my details and waiting approximately thirty minutes, I approached the reception desk to mention how long I'd been waiting. The receptionist's response suggested this was due to my earlier departure. When I tried to explain my reasoning, I was told the conversation wasn't going to continue. I felt this interaction made me feel diminished and disrespected. I'm disappointed with my experience at this practice and feel it has declined from what it once was. I haven't received any follow-up contact regarding my concerns. The reception team's conduct, particularly among the longer-serving staff members, has left me with a negative impression. I would have reservations about recommending this practice to others.

Injection helped mobility and eased my nerves

I recently had an injection procedure performed on my knee for joint-related issues. The clinician who carried out the treatment was very professional. I'm amazed at how much my mobility has improved since then. I'm looking forward to having the same procedure done on my other knee. The results have been excellent so far. Thank you. I would definitely recommend this service to anyone who might be apprehensive about the procedure, as the staff really helped me feel reassured and comfortable throughout.

Finally felt properly listened to

I must highly praise the clinician I saw after my recent appointment. They were so understanding of my ongoing health concerns, they really listened to what I had to say and I feel like after many years I am finally on the way to getting this resolved. Just couldn't fault anything, so a big thank you.

Parking system failures causing unexpected fines

Be cautious with parking arrangements when visiting for appointments. I attended an appointment and experienced a delay during check-in when another patient was addressing a parking charge they had received. The reception staff explained that their system had been unavailable during that patient's previous visit and advised them to submit an appeal, which understandably caused frustration given the circumstances were beyond their control. I took note of this as a reminder to provide my vehicle registration, as staff do not routinely ask for this information during check-in, making it simple to overlook particularly if you're pressed for time or have already been waiting. Two weeks later, I received my own parking charge. Upon contacting the practice to query this, I was given the same explanation regarding the system being down during my appointment and was told I would need to appeal. I found it puzzling that registration details were collected when the system was apparently still not functioning at that time, suggesting the issue had persisted for an extended period without being resolved. It appears the responsibility for rectifying what seems to be an administrative error has been placed on patients rather than the practice addressing the underlying problem. This experience has left me disappointed with the level of service and attentiveness provided.

Reception staff were dismissive and unhelpful

A member of the reception team was unhelpful when dealing with my daughter, and I felt they were not suited to the role.

Appointment booking system needs urgent improvement

Securing an appointment has become increasingly difficult. Due to my work schedule finishing at 9am, I'm unable to call at 8am, and when I do manage to ring, I often wait for extended periods only to be informed that no slots are available and to try again the following day. This practice was previously of a much higher standard, so it's unclear what has altered. After spending over two weeks attempting to obtain an appointment, I was eventually directed to use the online consultation system, with the suggestion that the practice would then contact me to arrange a time (I'm still evaluating whether this approach proves effective). It would be beneficial if all patients were offered this option and if the appointment booking system were reviewed to enable everyone to access a doctor or nurse without needing to spend weeks making daily calls only to hear that nothing is currently available.

Needle reused without proper sterile technique

My child had blood tests taken at a local health centre today. During the procedure, a healthcare professional attempted to draw blood from the left arm but was unsuccessful after two attempts. The needle was then placed on a tray where it made contact with various surfaces. The same needle was subsequently retrieved from the tray and used to attempt blood collection from the right arm, requiring two further attempts before being successful. I have concerns about the sterility and safety practices observed during this procedure. The handling of the needle and the approach taken did not appear to follow standard infection control protocols. As someone with medical training, I found this experience troubling and felt it fell short of expected professional standards. I was upset for my child throughout this process and believe this matter warrants review and appropriate action to ensure such practices do not occur in future.

Booking system needs urgent improvement

The appointment booking system appears to have significant limitations. To secure an appointment, one must call at 8am and endure lengthy wait times in the queue, sometimes extending to 45 minutes, only to frequently hear that all slots are fully booked and be advised to attempt booking again the following day. After multiple unsuccessful attempts, this experience has proven frustrating and falls short of acceptable standards.

Helpful staff and easy access with occasional waits

This facility is part of Pallion Health Centre. The medical team offers both telephone consultations and in-person visits, with courteous and supportive staff members. Waiting times can occasionally be longer than expected. The location is situated upstairs with both lift and stair access available, making it conveniently reachable from the nearby bus stop. Several bus routes serve the area, with some stopping directly outside and others within a short walking distance. A major hospital is approximately a 2-minute walk away. Free parking is available on-site, though vehicle registration requires authorisation. A pharmacy is conveniently positioned adjacent to the main entrance.

Reception staff dismissed concerns without apology

I found the overall conduct throughout the practice to be deeply unsatisfactory. I felt compelled to lodge a formal complaint regarding my experience. When I raised my concerns with the operations manager, I did not feel they were receptive to my perspective. During a discussion lasting approximately 15-20 minutes about my medication, there was disagreement about my eligibility, though I ultimately proved to be correct. I was disappointed not to receive an acknowledgement of this error. When I subsequently wished to raise concerns about other staff members and a clinician, I was initially told the matter could be discussed and resolved, so I spent considerable time explaining the situation in detail. However, I was then informed that a written letter would be necessary after all. I believe the practice does not handle complaints with appropriate seriousness, despite having records of interactions available. I intend to pursue this matter further through other channels.

Felt genuinely listened to and put at ease

Excellent grasp of my circumstances and a genuine commitment to ensuring the best outcome for me. Every member of staff I've encountered has demonstrated professionalism alongside a warm and approachable manner, which has consistently made me feel comfortable. I'm really glad I decided to switch to this practice.

Receptionists could be more welcoming

The reception team experience was disappointing.

Reception staff could be more welcoming

The receptionist displayed an unhelpful and dismissive manner during my visit.

Reception dismissal left me questioning their judgment

The leadership at the practice and nursing staff seem dismissive of mental health concerns. There's a frustrating disconnect when hospital visits and medical tests show no physical issues, yet the practice continues to suggest otherwise via communication. It's confusing to receive conflicting messages from different healthcare providers, particularly when one source appears to lack relevant medical qualifications or understanding of mental health matters. This inconsistency creates uncertainty about whose assessment to trust.

Triage staff dismissive about my hearing problem

The triage staff member was dismissive and lacked compassion when discussing my hearing concerns. I felt judged and was told my visit was unnecessary. The reception team also appeared indifferent to my situation. Overall, I found the experience at this practice to be disappointing.

Long-term patients appreciate the consistent staff approach

We have been attending this practice for many years, and all of the team members from those at the front desk to the clinical staff have been excellent. Many of the comments posted online appear to be rather harsh. 10 out of 10.

Promised help but turned people away

The practice encourages people to come forward when experiencing mental health difficulties, yet when they do reach out, they are told that support options are limited or unavailable. This creates a frustrating disconnect between the initial message to seek help and the actual assistance that can be provided. It feels counterproductive to invite people to engage if meaningful help cannot be offered.