Park View Surgery

Improved service with helpful follow-up calls

I've been a patient at this practice for many years, primarily because of its convenient location for me. While I've heard various comments from others about their experiences, and I did encounter some lengthy waiting times previously, the service has improved considerably of late. The team has been proactive in getting in touch when necessary and even followed up with me after some test results were processed. I had a thorough and helpful telephone conversation with a clinician regarding my results and received useful guidance on how to work towards better outcomes. I would encourage others to consider this practice. My thanks go to everyone on the team.

Staff juggle resources with genuine compassion

I would rate this practice exceptionally highly if it were possible to go beyond the standard scale. While I acknowledge that frontline staff can sometimes appear challenging, they are frequently managing clinical priorities alongside constrained resources. This is evident in their recorded guidance, which directs patients towards NHS 111 and urgent treatment centres. The team at this practice demonstrates considerable collective effort to deliver their patients with the highest standard of compassionate, effective and quality care. My relatives have multifaceted and evolving healthcare requirements, which are consistently addressed and managed comprehensively throughout their treatment journey. The lead clinician demonstrates exceptional competence and benefits from the backing of a dedicated though compact team. My suggestion to those with reservations is to reflect on treating others as you would wish to be treated yourself. Dismissive or patronising conduct may be reflected back. After all, nobody comes to work to experience verbal disrespect. A modest amount of consideration can make a significant difference. Thank you for your commitment to patient care.

Doctors wouldn't listen to my concerns

Poor experience overall. I have attended multiple appointments regarding various health concerns. I felt that referral requests were not being granted. The approach has been to increase medication dosages repeatedly despite seeing no improvement in my symptoms. My son was given antibiotics when I did not believe they were necessary. I have felt accused of fabricating issues and believe there have been misunderstandings about what was discussed during telephone consultations. After approximately a year with this practice, I have decided to seek care elsewhere where I feel patients receive better attention and their concerns are taken more seriously.

Reception staff interrupted and wouldn't let me finish

The reception team could benefit from improved customer service training. Following a telephone consultation, I was advised to contact reception to schedule some routine tests. The phone line repeatedly directed me towards the website, and when I finally connected with someone, they interrupted me before I could fully explain my reason for calling. When I politely asked if I could complete my explanation, they became defensive and told me to calm down. The interaction felt dismissive, as though they were unwilling to engage with my query. It would be beneficial if staff were selected for their ability to demonstrate patience, understanding, and empathy, particularly given that callers may be dealing with difficult circumstances.

Registration process let down by unhelpful reception

Having recently relocated and attempted to register with this surgery, which required approximately five weeks to complete, I contacted the practice to discuss my inability to attend an in-person appointment due to personal health circumstances. During this conversation, I felt the receptionist was dismissive and unhelpful regarding my situation. I was informed that a mandatory blood test was required as part of the registration process, which I was reluctant to undergo. When I questioned this requirement, I was told it was standard practice to assess general health. I was not previously aware that practices had such policies in place. I subsequently registered with another surgery, where the experience has been considerably more positive and welcoming, and no such test was required for registration. I have found the overall experience at my previous surgery to be disappointing and frustrating.

Quick appointments for elderly patients

Excellent service, the staff are so caring, appointments are always provided when my elderly relatives need them. The clinician is always following up the care with a telephone call.

Reception staff attitude needs urgent improvement

This practice feels somewhat outdated compared to other healthcare facilities I've visited recently. Other medical providers have returned to more welcoming practices, such as offering appointment scheduling assistance as patients leave, whereas this location still directs people to exit through alternative routes. The corridors appear quiet with minimal staff visibility. While I don't require frequent visits, I appreciate that my ongoing health monitoring is maintained, though there was a period where important results weren't communicated to me promptly. The clinical staff I interact with are competent and professional. However, the overall experience is negatively impacted by the reception team's approach, which seems to reflect poorly on the entire practice. I believe some straightforward operational adjustments could significantly improve the situation.

Service has declined significantly over the years

I have always been reluctant to leave negative feedback and have tried to identify some redeeming qualities to justify a two or three star rating, but unfortunately I cannot find them anymore. When I first registered at this practice over a decade ago, the standard of care was exceptional; the clinical staff, nursing team, and administrative personnel were all excellent. I was managing some serious cardiovascular health concerns at that time, which began with a significant medical event, and after receiving emergency treatment elsewhere, the practice team continued to provide outstanding support. They were consistently generous with appointment time, often extending sessions well beyond the standard duration to ensure thorough care. Even when appointments ran significantly behind schedule, patients understood this was because proper attention was being given to others. I recognise that the NHS, including general practice, faced unprecedented challenges during the pandemic, and the staff deserve recognition for their efforts during that period. However, the decline in service quality had already become apparent before the pandemic, following the departure of key members of the clinical and support teams. I now believe the practice has fallen below acceptable standards, with what appears to be financial considerations taking priority over quality patient care. I have since relocated and registered elsewhere. To be honest, the deterioration of this service was a significant factor in my decision to move away from the area entirely. While I was living there, switching to another practice was not a viable option despite my attempts to do so. I have genuine concerns for patients who may face similar dissatisfaction but lack the ability to relocate. This is a lengthy response, and I acknowledge it is quite personal in nature. The truth is I am uncertain about the specific causes of this decline, only that it is evident and requires urgent attention.

Reception staff criticised my sample collection method

I have been registered at this practice for approximately one to two months and have had some frustrating experiences. I contacted them on Monday regarding a suspected urinary tract infection and was instructed to provide a mid-stream urine sample, which I did. However, when I attended the appointment to submit the sample, I felt criticised for bringing my own container, which was disappointing. I subsequently left without completing the visit. Additionally, I had an injection appointment scheduled for over two weeks in advance. When I attended today, I was informed that I would need to obtain a prescription, take it to a pharmacy, and then return it to the surgery for the procedure to be carried out. This process was not explained to me when I made the initial booking over the phone. Although a member of staff did apologise for the confusion, this did not resolve my concerns, particularly as I had been receiving this same injection at my previous practice for nine years, where it was supplied directly. Due to these experiences, I have decided to transfer my entire family to a different practice.

Practice has lost its caring approach over time

This GP practice has experienced a notable deterioration in quality standards over time. Previously, it was characterized by staff who demonstrated genuine concern and delivered supportive care, but the level of service has progressively declined. The team now seems detached, and the clinicians frequently appear condescending and dismissive toward patients. Furthermore, there is an evident bias toward remote consultations rather than face-to-face appointments, and they have maintained certain health protocols beyond the point when most comparable practices have discontinued them. Due to these concerns, I would not suggest this practice to those looking for dependable healthcare services.

Phone booking anxiety from unhelpful reception staff

My family and I have been patients here for many years, and I personally have been registered for a considerable time. Previously, I was very satisfied with contacting the practice for appointments, and the reception team were consistently supportive. However, this has changed significantly. I now experience anxiety about making phone calls because appointment requests, medication refills, and other services are frequently declined. There is a particular member of the reception staff whose manner I find quite abrupt, including audible sighing during calls when booking appointments. This person often insists that certain types of appointments are not available, despite my having attended for identical reasons previously. I feel they attempt to provide medical judgement rather than facilitate access to care, and several family members have already transferred to alternative practices due to concerns about the level of service. Whilst appointments appear unavailable, the waiting area is rarely occupied. The remainder of the team are pleasant, but I believe this individual's approach has contributed significantly to patients leaving. I simply wish to feel at ease making a telephone call and to experience progress with my health concerns. Many issues have been left unaddressed due to my reluctance to engage with the practice. My hope is to consult with a doctor and feel genuinely listened to, but even during consultations, I do not feel adequately heard. Given these experiences, I am considering registering elsewhere, as continuing here feels unproductive and disheartening. It is particularly disappointing given how positive my experience once was.

Pre-booked appointments run significantly over time

I attended a pre-booked appointment and found myself waiting over an hour while various measurements and checks were carried out. During the visit, I felt judged regarding my weight and received comments comparing me to other patients. I was surprised to learn that a respiratory condition was listed on my records despite never having presented with related symptoms. When discussing my mental health concerns, I was asked about self-harm, and after answering negatively, the condition was removed from my medical records. I was also given physical contact that made me uncomfortable, and the suggestion to use herbal remedies felt dismissive of my concerns. Additionally, I require routine blood tests which the practice has declined to arrange or refer elsewhere, and I believe this has negatively impacted my health management. I raised these concerns with the practice and relevant bodies, and have since transferred to a different surgery in hopes of receiving more appropriate care.

Staff follow computer rules over patient needs

I've encountered more warmth from a stone! I've been attending this surgery since childhood, and the compassionate approach that once defined the practice has largely vanished. The staff members I interact with seem to operate solely by rigid protocols. When I experienced joint discomfort, I was unable to secure a GP appointment. While a referral to physiotherapy was offered, the waiting period was substantial. I chose to pursue private treatment through an occupational health scheme, and this practice demanded a significant fee simply to provide documentation. Fortunately, I have access to this benefit, and I'm now progressing toward the next stage of my care. When I recently requested a routine medication refill, I explained that I was experiencing considerable discomfort and asked about collection options. I was informed this wasn't possible and that I would need to wait. This surgery previously functioned as a caring and understanding service, but nowadays it appears that unless you're attending for preventative services like vaccinations or routine health assessments, other concerns receive minimal priority.

Reception staff dismissed concerns without doctor appointment

I would strongly advise caution. I had been attending this practice for many years. When I contacted them regarding back difficulties, I was directed towards physiotherapy without being offered a face-to-face consultation with a clinician. Following referral for imaging that did not address my concerns, and without having had a proper medical assessment, my condition deteriorated significantly, including several falls. Eventually, I was informed that I required urgent surgical intervention to prevent serious complications. The reception team came across as dismissive and unhelpful, appearing to make assumptions rather than listen to my concerns. I feel my experience has been deeply unsatisfactory and would not wish others to encounter similar difficulties. My recovery is expected to take considerable time, which I believe could have been avoided with earlier proper assessment. I have since transferred to another practice where I have found the approach to be far more attentive, responsive and supportive than what I experienced previously.

Reception staff were dismissive and rude

I would recommend avoiding this practice. The level of professionalism fell short of expectations. The reception team's manner of communication was disappointing, coming across as unwelcoming and dismissive, with staff making assumptions about health concerns prior to any clinical assessment. Staff members maintain mask-wearing practices despite current circumstances, and despite the waiting area appearing quiet, obtaining an appointment proved difficult. Follow-up care for health issues did not materialise, with concerns being addressed superficially rather than thoroughly investigated.

Reception staff made me feel genuinely welcome

Compassionate care, exceptional service. Cannot thank the team enough - reception and care coordination staff are all very friendly and professional. Appointment waiting times are reasonable and have been prompt when urgency was required recently. The clinical staff have been wonderful at my recent appointments and have provided excellent care. Would highly recommend.

Receptionist blocked access to doctor assessment

The receptionist's manner was unwelcoming and she appeared to make judgments about whether a medical consultation was necessary. Additionally, the doctors seemed reluctant to make specialist referrals and instead relied heavily on prescribing medication, which did not resolve the issues effectively.

Reception staff were dismissive and unhelpful

The reception staff came across as unwelcoming and dismissive. Getting through to arrange an appointment felt like an unnecessarily difficult process. The overall approach lacked the professionalism one would expect from a healthcare setting.

Mask policy feels outdated compared to others

Continuing to require face coverings in the practice, unlike many other medical facilities in the area.

Impossible to reach by phone, appointments never available

Attempting to call at 8am results in frequent disconnections or extended periods on hold. When contact is established, receptionists appear to make clinical judgments rather than simply booking appointments. Appointments are difficult to obtain, with suggestions to visit walk-in centres or accident and emergency departments offered as alternatives. This applies even for appointments requested for infants and children. The surgery feels understaffed relative to its capacity. On the rare occasions when an appointment is secured, the premises appear to have few other patients present.