Park Lane Practice

Practice left me feeling unheard and frustrated

I am in the process of transitioning away from this practice, as I have found my experience to be unsatisfactory and unhelpful.

Friendly reception made the visit worthwhile

I attended my local medical practice for a consultation. The experience was straightforward and the appointment was handled in a professional manner. The clinical staff were courteous and attentive during my visit. The practice itself is conveniently located and accessible. Overall, my experience at this healthcare facility was satisfactory and met my expectations for a routine appointment.

Appointment cancelled for being eleven minutes late

I would like to share my experience today, which fell short of what I would have expected from this practice. My infant daughter had a vaccination appointment scheduled for last week, but it was cancelled due to staff unavailability. I accepted this and the appointment was rearranged for today. I arrived eleven minutes late due to transport delays and challenging weather conditions, which made it difficult to travel with my child. Upon arrival, I was informed that the appointment would need to be cancelled due to my late arrival. However, I have previously attended appointments at this practice early and waited considerably longer without issue. I find it frustrating that there appears to be inconsistency in how late arrivals are handled compared to when the practice runs behind schedule. Additionally, this is the second time an appointment for my daughter has been cancelled or rescheduled by the practice, and I have been accommodating on both occasions. I feel that the staff could have shown more flexibility and understanding, particularly given that I was only slightly late and my young child had been brought in difficult weather conditions. I would appreciate if the practice could consider a more compassionate approach to such situations in future. Thank you.

Quick appointments and minimal waiting times

I would give this practice six stars if I could, so five will have to suffice. Every aspect of this clinic and its team deserves top marks. Booking appointments was straightforward and hassle-free. The reception area was simple to navigate and never felt overcrowded. On each visit, I was seen within a short wait time. The clinicians were consistently courteous and gave me their full attention. The experience has been excellent.

Appointment cancelled on the day without warning

Have been with this practice for a long time but felt let down towards the end. Scheduled an appointment several weeks in advance, and following a house move I was advised to register elsewhere. Unsure of when the new practice would accept me, I attended my original appointment only to be informed upon arrival that my booking had been cancelled due to my transfer to another practice. No alternative support was offered, leaving me to contact my new practice and potentially face another lengthy wait for an appointment.

Switched surgeries due to repeated incompetence

I have had a very poor experience at this GP surgery and decided to switch to a different practice due to ongoing concerns about the quality of care provided.

Couldn't get through on the phone

I would not recommend this practice based on my experience, and I found it fell well short of my expectations.

Accessible location with kind and helpful staff

This is my general practice, situated conveniently near public transport links, making it easy to access. The premises are welcoming, with a good number of healthcare professionals on hand to provide assistance. I consistently receive courteous treatment, and the entire team demonstrates helpfulness and genuine support.

Receptionists handle busy phone queues with genuine care

I find this practice fascinating in the sense it is the polar opposite of everything the news would tell me the NHS is these days. The receptionists, of which there are many and all seemingly relatively inexperienced, are absolutely fantastic. Nothing is too much trouble to them and there are occasions in which the phone can ring as many as three or four times before they answer. They are polite, compassionate and empathic. I have endeavoured to leave a review here rather than their official page to highlight the work of one particular clinician. Apparently it is not permissible to leave personalised feedback on the official NHS site but this is a healthcare professional who simply requires to be acknowledged for the work they do. Whenever I visit this clinician, I always come away conscious of just how lucky we are to have an NHS. I do not know the individual, but they are everything and more I would wish for in a healthcare provider. In recent times I have been fortunate enough to only require the support of this service every couple of years but it continues to startle me to read some of the negative reviews they receive. An exemplary service in every sense, and one whose standards never seem to fall despite the pressures of the time.

Polite staff made the visit straightforward

The advanced nursing practitioner demonstrated exceptional professionalism and support during my recent visit to the practice. They were extremely courteous and helpful throughout. The reception team also provided excellent service.

Reception staff could improve their manner

The receptionist's manner was unprofessional and discourteous. There appeared to be a lack of courtesy when interacting with patients. Improved communication skills and professional conduct would be beneficial.

Phone queue left me feeling ignored and dismissed

I had to wait more than a day to receive a callback. When I contacted the practice the following day to follow up, I was told there was no record of my initial call. After being placed on hold several times, staff eventually located my request. However, I was disappointed by the manner in which I was spoken to during this process. Overall, I found the experience quite frustrating.

Prescription requests aren't being processed properly

Regarding recurring prescriptions, there have been issues with the process not being completed as expected. On one occasion, a follow-up call was necessary to ensure it reached the pharmacy, and on another week it failed to arrive altogether. This resulted in a gap in medication access for a couple of days, which was very frustrating.

Couldn't get timely appointment for urgent concern

I was disappointed when I tried to book an appointment regarding a health concern. The earliest available slot was the following morning, and I was informed that subsequent appointments would require a wait of over a week. I found the reception experience to be lacking in professionalism and felt the staff member did not present themselves in a manner befitting a healthcare setting.

Team made me feel genuinely valued

The entire team at this practice is a wonderful asset to the Health Service and the NHS. Well done to everyone involved.

Caring staff who really listen to patients

An exceptionally compassionate and supportive medical practice.

Still waiting for that phone call back

What a disappointing experience at this practice. I am still awaiting a callback and feel let down by the level of service provided. This has been among the poorest healthcare experiences I have had locally.

Address mix-up left me without crucial appointment letters

Disappointing experience overall. There were issues with my contact details on file, which meant important appointment communications weren't reaching me properly, and I had to follow up repeatedly to sort this out. The only correspondence I received was notification that the practice would no longer be able to provide my care, which arrived during a particularly difficult time for me personally and added to my stress when I needed to find alternative healthcare. Despite always being respectful and cooperative with the practice, I felt let down by the timing and manner of this situation. I would caution others about choosing this practice.

Reception staff went above and beyond for us

I would like to express my sincere gratitude to the front desk reception staff member who went above and beyond to help a young person in distress and cannot thank them enough. This staff member went well beyond their usual responsibilities and is a real credit to the practice. Thank you so much for your exceptional support.

New doctor took time to listen

I'm usually quite nervous about visiting medical appointments, but I recently saw a different clinician who was absolutely lovely. They spent plenty of time with me and showed genuine understanding of my concerns. They were very approachable and put me at ease during the consultation. I really hope they continue working here as I found them to be an excellent practitioner.