Park View Surgery

Appointments cancelled without warning or notice

Securing an appointment is challenging, and when one becomes available it typically involves a considerable wait. Based on past visits, appointments have been rearranged without prior notification, followed by phone calls questioning your absence, leading to frustrating conversations about responsibility for the mix-up. There appears to be an inflexible approach to certain policies regardless of individual circumstances or concerns, with threats to cancel appointments for non-compliance. The focus often seems directed toward identifying various issues unrelated to your reason for visiting, rather than addressing the specific concern you came for, particularly given the limitation of addressing only one issue per appointment. Additionally, there appears to be a tendency to send communications about various categories or classifications that may not feel relevant. The practice has noticeably declined over recent years, with changes in staffing appearing to coincide with this deterioration. The interpersonal approach of current staff members has been perceived as lacking warmth or understanding. Certain appointment arrangements and practices raise questions about professionalism and confidentiality. Overall, the practice would benefit from significant improvements in communication, policy flexibility, and staff training.

Practice privacy concerns during routine appointments

I am disappointed by the changes that have occurred at this practice, which I previously regarded positively. During a recent visit, a clinical measurement was taken in the waiting area while another patient was present. I raised this concern politely, expressing that I would prefer this to be done privately. I was informed that I needed to remain seated for a period of time before the measurement could be taken, and that this could not happen in a private office. I reiterated my discomfort with having this procedure performed in a public space and requested access to an appropriate private room. Given that this is a small community, I believe my confidentiality and privacy should be given greater consideration.

Quick appointment with attentive follow-up care

Had a recent appointment that was arranged very quickly, which was wonderful. The reception staff, clinical support team, and nursing staff all provided excellent service. Arrangements for ongoing care were already in place. The standard of care was outstanding, the team showed genuine compassion, and I'm very grateful for the support provided by the practice.

Receptionists increasingly difficult to get past

I have been attending this surgery for two decades, but while accessing appointments has historically been challenging, the current situation feels significantly worse. The practice maintains policies that some patients find restrictive, even as other healthcare facilities have moved away from similar measures. I have not been seen by my usual clinician in over three years. The reception staff interactions often feel dismissive and unhelpful, and the waiting room frequently appears to have very few patients present. The practice seems focused on conducting routine health assessments, which occur multiple times annually. Administrative charges apply for obtaining copies of correspondence if records are not accessed digitally. The staffing levels appear disproportionate to patient numbers. One clinical team member has progressed to a senior role and remains the most accessible option without extensive questioning. Initial consultations are conducted by a healthcare assistant, and the layout of the consultation space means conversations lack privacy, as doors remain open during discussions with nursing staff. I would struggle to recommend this practice to others, as my overall experience has been deeply unsatisfactory.

Dismissive staff didn't listen to my concerns

Felt that the level of care provided fell short of expectations. When seeking guidance regarding my child's health, I did not feel adequately supported or assisted. The overall service experience was unsatisfactory. Would not recommend this practice as a family GP.

Consistently reliable over many years

I have been a patient at this practice for twelve years and have consistently found the service to be excellent.

Reception staff attitude needs improvement

My experience with the reception staff was very disappointing. I found their manner towards patients seeking assistance to be quite unwelcoming. I have decided not to continue attending this practice.

Welfare form delays caused unnecessary treatment setbacks

I experienced significant delays with an important medical matter, which took several months to progress. A particular administrative form caused considerable frustration, with unexpected charges involved, though this was resolved promptly and at no cost once I transferred to another practice. The reception experience was disappointing, with what felt like dismissive behaviour during a time when I was dealing with sensitive personal circumstances. I felt the level of care and understanding shown fell short of what I would have expected, particularly given the nature of my situation. Additionally, I found it inappropriate to be asked to complete feedback surveys whilst still in consultation. Overall, I would not recommend this practice based on my experience. My satisfaction with the service was very low.

Reception staff charged inappropriately for NHS form

Disappointing experience with the service provided by front desk and administrative personnel, who displayed a lack of compassion and an unhelpful demeanor. We were initially asked to pay a fee for completion of paperwork that should have been provided at no cost under NHS guidelines. An invoice was issued, and the charge was only waived after I contacted another practice and made further enquiries to clarify the correct policy. This raises concerns about what other patients may have been charged for inappropriately.

Phone queue answered quickly and helpfully

A phone call was answered promptly and a very supportive receptionist arranged a telephone consultation with a clinician on the same day. They demonstrated compassion and provided reassurance while also offering guidance on steps to take should the situation deteriorate before the clinician called back later that day. The clinician called at the agreed time and conducted a comprehensive assessment, arranging same-day admission to the care facility. They were exceptionally understanding, communicated clearly and provided strong support throughout. The care facility delivered efficient and comprehensive service, resulting in a highly satisfactory resolution within a few hours.

Can't reach the surgery without transport

Not particularly satisfied with the situation as public transport options to the location have become limited, making it difficult to access without personal transport or the ability to walk. Additionally, the staff demeanor could be more welcoming.

Reception staff dismissive about test results

The reception staff experience fell short of expectations. The level of support provided was inadequate. The communication approach of assuming no contact means positive outcomes is problematic, as important information can be overlooked or missed. This approach does not reflect proper patient care standards. Patients are the foundation of the practice, and they deserve better engagement and attention.

Phone queues are frustratingly long and slow

The reception team's phone answering service could be significantly improved. There are often lengthy wait times to reach someone, and the staff members who do answer sometimes seem uncertain about practice procedures. The interactions can feel dismissive at times. The overall standard of service appears to have declined in recent times. However, there are some positive aspects to the practice. Certain clinical staff members provide good care and support.

Practice has declined since leadership changed

Unfortunately, this practice has not met expectations. There has been a noticeable decline in standards following a previous departure. My overall experience has been disappointing. While I recognise the challenges facing the NHS through my own work in the sector, this does not justify the level of care provided.

Long wait for telephone appointment slot

A four-day wait was required to obtain a telephone consultation. This felt like an inadequate timeframe.

Removed from practice after raising concerns politely

The staff member who administered my flu vaccine was quite curt and dismissive. When I raised this concern with the clinician a couple of weeks later, I was met with an irritated response suggesting that the team was under pressure and that politeness was not a priority. I approached the matter respectfully, believing it was constructive to provide feedback rather than remain silent. Within a few days, I received correspondence informing me that I was being removed from the practice list. I had been a patient at this practice for many years. The stated reason was that I lived outside the practice catchment area, yet I had resided in the same location for a considerable time without this being raised previously. I later discovered that the staff member in question had a close personal relationship with the clinician. I understand that several other patients have similarly left the practice citing concerns about the standard of interactions with staff.

Long waits and prescription problems throughout

Disappointing experience at this practice with extended wait times. Encountered recurring difficulties regarding prescription management and booking appointments. Staff were not particularly helpful.

Rude receptionists and impossible appointment waits

This surgery has significant issues. The reception staff came across as unwelcoming, particularly one member who seemed to lack proper phone etiquette. Getting through to the practice is extremely difficult, with long wait times for calls to be answered. Appointment availability is very limited, with waits extending several weeks. The clinical care received was disappointing and fell short of expectations. Overall, the experience at this practice was unsatisfactory across multiple areas, and I would struggle to recommend it.

Couldn't get through on the phone

I had a very negative experience with this practice across all aspects of my care.

Long phone queues and unhelpful reception staff

It takes a considerable amount of time to get through, often waiting at least 50 minutes. The experience was quite poor. The reception area experience was particularly disappointing and would recommend avoiding if possible.