Park Surgery

Reception didn't listen about the required form

The reception staff experience was disappointing. I brought a sample in and was told it required accompanying documentation. When I asked about this, I was given a vague response suggesting someone would handle it, though it was unclear who. Unfortunately, the sample was subsequently rejected because the necessary paperwork hadn't been provided. This meant I had to arrange for another sample to be taken. It felt as though my concerns weren't being properly listened to, and interactions seemed dismissive. The whole situation felt like a frustrating waste of time, with responses that didn't address my questions or concerns appropriately.

Reception staff made booking an appointment difficult

I have found it difficult to access appointments at this practice. Over the course of a month, I was repeatedly told that no slots were available. When I attended in person, I received conflicting information about the booking process. During a recent visit, I felt that a receptionist was dismissive of my concerns and attributed a previous error to me rather than taking responsibility. The manner in which I was addressed felt disrespectful, particularly given that this occurred in a public area. As a result of these experiences, I have decided to seek care elsewhere. Additionally, when I contacted the practice regarding another health matter, I was directed to contact an external organisation rather than being offered support directly. Overall, I have felt that my attempts to access care have been met with frustration rather than assistance.

Long wait times and poor communication

Why is healthcare in the UK of such poor quality?

Reception staff didn't acknowledge my appointment

The reception area appears to be understaffed. When making requests, responses can take an exceptionally long time. Upon arriving for a scheduled appointment, there have been instances where difficulties arose with locating appointment details in the system.

Appointments hard to get, results not shared

Extremely disappointing. I have been attending this practice for approximately two years. Obtaining an appointment has proven to be quite challenging. Recently, I was offered an appointment on a weekend, only to find the premises closed when I arrived. Additionally, when test results become available, there appears to be no proactive communication from the practice—the results seem to be retained without notification to patients. I have undergone blood testing on multiple occasions, and when one set of results proved inconclusive, I was given a three-week window to return for repeat testing. This timeframe felt unreasonably long given the circumstances. Overall, this has been a very unsatisfactory experience.

Impossible to book routine appointments at eight am

I have been a patient at this practice for many years and, given that I work in a similar healthcare setting, I understand the pressures of managing appointment systems. However, I find the current approach at this surgery quite challenging. Obtaining a routine appointment requires calling at 8am, which seems unusual to me as this time slot is typically reserved for urgent cases in my own workplace. I am uncomfortable occupying an urgent appointment slot for a routine matter when those spaces should be available for patients with genuine urgent needs. The situation has become difficult enough that my own employer has had to provide me with clinical care and arrange referrals for investigations and tests. Additionally, the online consultation system is frequently unavailable, preventing me from submitting appointment requests through that channel. While I recognise the demanding nature of reception work and was initially reluctant to share feedback, the ongoing access issues have reached a point where I am seriously considering registering with a different practice. The surgery was once a reliable service, but my experience has deteriorated significantly.

Struggling to book appointments and medication mix-ups

Unable to secure appointment slots when calling at 8am as the lines are consistently busy. Additionally, there was an issue where different medications were dispensed at the pharmacy than what had been communicated as the replacement option.

Doctor listened and took time with me

The visit was very positive overall. The clinician was attentive and provided excellent care. The nursing staff member was also very helpful and professional.

Reception staff could be more welcoming

The reception staff member I encountered was abrupt and discourteous in their manner. Their approach was quite rude, and I felt their conduct was inappropriate for a patient-facing role.

Impossible to reach reception, no empathy shown

Would rate lower than one star if possible. Have been attending this practice throughout my life, yet accessing care has become increasingly difficult. The appointment booking process is frustrating—spending over an hour on hold only to be advised to ring back the following morning and repeat the entire process (this was the second consecutive day attempting to book). The response felt dismissive and lacked understanding of the fact that patients calling are unwell and seeking medical help. Being asked to try again the next day rather than being offered support was disheartening. Even attempting to book routine appointments yields no availability, and this happens before even specifying preferred times. I am considering leaving the practice as I cannot sustain this level of difficulty, particularly when managing young children whose needs do not appear to be accommodated. My wider family have been registered here for many years, yet members are gradually transferring elsewhere. The only positive aspect of the practice has been the care provided by one particular clinician.

Unable to access doctor appointments for years

I have been unable to access appointments with a clinician or arrange telephone consultations for the past three years. This has been a disappointing experience compared to other practices in the area.

Needle technique needs improvement and care

The healthcare professional did not clean the area before conducting a blood test and used a larger needle than expected. A small mark has remained at the site since then, and this matter has already been reported. It is important to remember that healthcare staff are human and mistakes can happen.

Couldn't get through on the phone for months

I have been attempting to schedule an appointment for an extended period, but have consistently encountered unavailable lines and no available slots.

Receptionist went above and beyond in emergency

Outstanding experience. I faced an urgent situation and the reception team provided exceptional support that went well beyond what I expected. I felt genuinely valued and am very thankful for their help. 😊

Receptionist wait worth it for thorough listening

After discovering that the telephone callback system was experiencing difficulties, which ideally should be addressed, I waited for reception to answer in order to book an appointment. I was seen promptly for an in-person consultation with a clinician who demonstrated thoroughness, friendliness and genuine willingness to listen to my concerns, and importantly took steps to investigate and establish a diagnosis. I have considerable appreciation for the practice and its entire team, both clinical and administrative, particularly considering the evident demands they are managing. I have also observed some challenging behaviour directed at staff during visits to the practice, yet they continue to conduct themselves professionally. I would find it difficult to work in a general practice setting given the current pressures involved.

Impossible to book an appointment here

It is extremely difficult to obtain an appointment at this practice. I am puzzled as to how anyone manages to secure one. While I understand that access was limited during the pandemic, I am uncertain what the current barriers to booking are.

Reception dismissed concerns without proper investigation

I would not recommend this practice to anyone. On two separate occasions, I have had concerning experiences with the care provided to my young child. During the first visit when my child was very young, I raised concerns about a particular respiratory condition, but was advised it was simply a viral infection. My child subsequently required hospital admission for a more serious respiratory illness. When I attempted to raise this as a concern, I felt the matter was not properly addressed. More recently, during a telephone consultation, I was asked about testing status. I explained that my child's siblings had been tested with negative results, and all were experiencing similar symptoms. Despite this information, my child was scheduled for an in-person appointment at a location designated for managing suspected cases of a particular infectious disease. I was concerned about this decision given the negative test results in the household. Again, when I tried to discuss my concerns about this appointment arrangement, I felt they were not taken seriously. I am pursuing this matter further as I believe my child's safety has been compromised. I am particularly troubled by the practice of routinely directing patients with certain symptoms to designated facilities regardless of test results, as I feel this approach may contribute to the spread of infectious illness. I would encourage other parents to carefully consider their options when choosing care for their children.

Reception staff were dismissive and unhelpful

The reception staff provided dismissive treatment, though this may reflect their role and responsibilities. When contact is eventually established, the practice appears to offer minimal support, effectively directing patients elsewhere for care. Telephone consultations do not appear to be readily available at this practice.

Helpful staff and a clean, spacious clinic

The reception staff demonstrated helpfulness and professionalism throughout. The premises were well-maintained and offered plenty of space. The clinical staff member was equally helpful and professional, offering clear information about the procedure.

Phone system failures making appointments difficult

I made several attempts to reach the surgery during morning hours on consecutive occasions and was instructed to press a key for a callback option, though this function did not operate as intended. Upon eventually speaking with a member of staff, I was informed that the new system was not yet fully operational and they were unable to help me schedule an appointment. I was directed to use the online booking method instead, which I found problematic. Despite being accustomed to using similar systems, I encountered a permissions error when attempting to book, and although I have requested access, I remain uncertain whether this will be granted despite my details appearing on the website. I was subsequently guided towards the NHS system as an alternative, which requires navigating through numerous steps rather than simply entering current symptoms, and even then does not guarantee an appointment will be secured. While I am in a fortunate position to wait, this is far from ideal given that I am due for medication reviews and have exhausted my current supply. I am concerned about how vulnerable patients, particularly older individuals who may struggle with complex digital processes or those with urgent healthcare needs, will manage with these current arrangements. The surgery has historically provided excellent care with outstanding clinical and administrative staff, and I have always held it in high regard. However, at present it appears to be struggling to meet patient needs, whether due to capacity constraints or systems management issues. I recognise that other practices are experiencing similar difficulties, but the automated telephone system, which is clearly not functioning properly, should not be in use until it is fully tested and operational.