The Park Medical Centre

Medication helps but appointment communication unclear

I rely on my current medication as it is effective for my needs and I am grateful for it. I have an upcoming appointment scheduled for a neurological assessment and imaging procedure. I am hopeful that this appointment will proceed as planned.

Appointment made without any confirmation

An appointment was scheduled without my prior confirmation or notification. Following this, I was not offered an alternative appointment slot.

Reception staff unprofessional and dismissive towards patients

I felt my health significantly worsened due to what I perceived as inadequate care. Despite attending appointments regularly over an extended period and communicating my concerns, I did not feel my needs were properly addressed. The reception team's conduct fell short of professional standards. I observed practices that seemed inappropriate and felt that some staff members were not suitable for roles involving vulnerable patients. I would not recommend this practice. My experience suggested a lack of clinical competence, with concerning approaches to diagnosis and information gathering. I was concerned about the handling of my medical records. The wait for a face-to-face appointment was lengthy, and when I was eventually seen, I felt the medication management decisions were not adequately explained or discussed with me, particularly regarding treatments I had been using long-term. The frequent turnover of clinical staff suggested potential workplace issues, and I observed what I felt was an unprofessional and dismissive attitude among several team members.

Reception staff quickly took my details

Excellent practice with courteous reception staff who efficiently gathered my information and explained that a clinician would contact me shortly. Both the advanced practitioner and doctor spoke with me promptly and determined that additional investigations and assessment were necessary. I subsequently had a consultation with a very compassionate clinician who listened attentively to my concerns and resolved matters efficiently. The team also ensured I was kept informed throughout regarding my test outcomes. I am genuinely grateful to all the staff for their kindness and attentiveness, particularly given the current pressures within general practice services.

Phone appointment arrived late with no prior warning

Updating my rating from 1 star to 2 stars. What is required to obtain an in-person appointment at this practice? I had a scheduled telephone appointment yesterday at a specific time. I waited but the call never came through. While I understand appointments can overrun, a voicemail notification would have been helpful. A call did arrive 40 minutes later. When I attempted to answer, the line disconnected. I assume it was the practice given it came from a withheld number. The call didn't ring for very long before cutting off. My attempts to call back were unsuccessful, and shortly after the surgery closed for lunch. Managing this situation was particularly difficult given my childcare responsibilities. Why has the online booking system been discontinued? It was significantly more user-friendly and practical. I could select my preferred clinician, choose my preferred time slot, and pick which location suited me best. The current telephone booking process requires waiting extended periods for availability, and there is no way to request a specific clinician beforehand.

Booking system chaos and dismissive phone staff

Your chances of securing an appointment seem better with a lottery ticket. I was given conflicting information about when to call—first told 10:30am, then informed it was actually 10am and I'd rung too late, with a suggestion to try 2pm instead, though that was only for telephone consultations. The following day I called at 10am as instructed, only to hear that all slots were taken and the earliest available was at 2pm. Preparing myself, I called back at 1:55pm and managed to get second in the queue. After waiting fifteen minutes to connect, I was told everything was fully booked. When I questioned how this was possible given my position in the queue, the response suggested disbelief in what I was saying. Alternative appointment times were offered, but these didn't work with my schedule. Beyond the practical difficulties, the manner in which I was spoken to felt dismissive and disrespectful, which was particularly frustrating given the situation.

Reception kept passing us to pharmacy instead

On several occasions, my partner has been directed by reception staff to the pharmacy, only for the pharmacy to indicate that the matter really requires a GP consultation. By the time this has been established, all available appointments for that day have already been filled.

Prescription delays caused repeated medication shortages

The nursing staff are wonderful, kind, caring and compassionate – I have no complaints about them whatsoever. However, I have experienced ongoing difficulties with my prescription management. My medications have been repeatedly rejected, causing me to run out and requiring me to make multiple calls on the day they were due to request emergency prescriptions that hadn't been processed in time. Following emergency surgery, I was discharged with pain relief sufficient for only two days and instructed to contact the practice if I required further medication. When I did reach out to the surgery, my request for additional pain relief was declined. This was particularly concerning given the nature of my procedure and recovery. Even a healthcare professional involved in my care contacted the practice on my behalf to advocate for pain relief support. Ultimately, I felt compelled to travel to hospital with my newborn while experiencing significant pain in order to obtain the medication I needed. I found this frustrating as the prescription could have been sent electronically to a pharmacy for collection by someone on my behalf, which would have been a more straightforward solution. I struggled to understand why the practice was unwilling to facilitate this simpler approach to managing my post-operative care.

Booking system failures left us frustrated and unheard

I found the entire experience to be deeply frustrating and distressing. The practice appears to lack a patient-centred approach to care. The administrative processes seem inefficient and I have concerns about the clinical decision-making of the medical staff. The standard of patient support fell well short of expectations. When a family member presented with arm and hand symptoms on multiple visits, the initial management approach did not progress to specialist assessment despite our repeated requests for further evaluation. It was only when we sought care elsewhere that referral for investigation was arranged. This delay meant it took considerably longer to access appropriate diagnostic testing. My family member continues to experience ongoing symptoms and sleep disturbance. I would hope the practice reviews its service quality and clinical pathways to prevent similar experiences for other patients.

Reception handles staffing changes with patience

I have been a patient at this practice for over four decades and have generally experienced the doctors and medical staff to be approachable and supportive. In recent times, there have been challenges with the practice's computer systems and telephone arrangements, and the departure of a couple of senior clinicians has meant the reception team has had considerable demands placed upon them.

Reception listened and squeezed in an appointment

I was initially doubtful about registering with this practice after relocating to the area a couple of months ago, as the online ratings seemed surprisingly unfavourable. My child became quite unwell during the week. Upon contacting the practice, I was met with courtesy and attentiveness from the receptionist, who carefully listened to my worries and documented all the relevant information about my child's symptoms. Despite the surgery being particularly busy with no immediate slots available for either triage or telephone consultations, an appointment was still arranged for a clinician to ring me back. I was genuinely grateful for this, as my child required medication to recover, particularly after spending considerable time at an urgent care centre that same morning without achieving a resolution. When I spoke with the clinician, they demonstrated genuine listening skills and professionalism, which reassured me greatly, and my child received the appropriate treatment needed. The entire team showed genuine care and responsiveness to my concerns and proved extremely supportive. I do think some people would benefit from approaching interactions with reception staff and clinicians with greater consideration. It's important to treat others with the respect you would hope to receive yourself. Being more empathetic and thoughtful, rather than dismissive when immediate solutions aren't available, makes a real difference. These staff members are dedicated, and the challenges they face stem from broader systemic issues beyond their control. I would gladly recommend this practice to others.

Reception staff were dismissive and unhelpful

Extremely disappointing experience overall. The clinical staff demonstrated courtesy and professionalism throughout. However, the front desk team displayed unhelpful and unprofessional conduct. It appears they may not have received adequate training for their role. There was a noticeable absence of compassion shown towards unwell individuals contacting the practice.

Receptionists were rude and appointments impossible to get

This practice has been very frustrating. Prescriptions are frequently declined, which has meant I've had to stop taking some of my medications abruptly because I cannot secure an appointment or reach anyone by phone. The reception staff have not been particularly pleasant and I found their manner quite curt. I am considering changing practices and intend to lodge a formal complaint.

Reception staff could be more attentive

I want to share an honest account of my experience at this clinic. During my visits, I noticed that the reception staff seemed disengaged at times. Additionally, I believe the practice would benefit from ensuring all patient care recommendations are delivered with greater professionalism and accuracy, as I have concerns about the quality of guidance being provided.

Repeated prescription chaos and unhelpful reception staff

This practice has been a deeply frustrating experience. I struggle to express how dissatisfied I am with the service provided. The reception staff have not been helpful. I require an ongoing prescription for medication I have been taking consistently for many years and will need indefinitely. A decision was made by management to discontinue my extended repeat prescription arrangement. This means I now need to arrange a new prescription every month. However, each month presents difficulties. I must contact the triage system, await a clinical callback, and answer the same questions repeatedly despite my long medical history with the practice. Following these steps, the prescription frequently fails to arrive. I found it particularly frustrating when I was told it was my responsibility to ensure the prescription was processed. I was unclear how I could reasonably manage this aspect myself. The reception team would benefit from approaching patient interactions with greater understanding and patience. Patients deserve to be treated with respect and dignity. The management team bears responsibility for these recurring issues. The systems in place are not functioning effectively, and the overall experience suggests the practice is not meeting the standards expected of it. This situation requires serious review and improvement.

Reception staff consistently unhelpful and dismissive

The reception staff consistently come across as unwelcoming and dismissive. Their manner leaves much to be desired, and I have not encountered anyone who has been particularly pleasant or helpful. There appear to be ongoing issues with managing repeat medication requests, as they frequently seem to be processed incorrectly, requiring me to follow up repeatedly to obtain what I need. Overall, my experience at this practice has been disappointing and frustrating. I am actively looking to register with a different surgery.

Phone queue didn't help much

Called the care navigation service, but found they were unhelpful and didn't provide the support or guidance I was hoping for.

Helpful staff answered my calls consistently

I have called on multiple occasions over the past month and found the team members who answered to be consistently courteous and supportive, as have been the clinicians. I am puzzled by some of the negative feedback suggesting rudeness and lack of assistance, as this does not align with my own interactions, particularly given that I have dealt with various staff members.

Phone receptionist was dismissive and unhelpful

The administrative staff handling phone calls were unhelpful and made me feel judged rather than supported. When I contacted the practice during a time of distress, the manner in which I was spoken to felt condescending and dismissive rather than reassuring. This appears to be a recurring concern based on feedback from other patients, and it would benefit from attention.

Reception staff were unnecessarily rude and dismissive

The receptionist was unhelpful and displayed poor customer service skills, which was disappointing given how pleasant and supportive the clinical staff were. It was concerning to experience such a contrast in attitudes between the front desk and the rest of the team.