Park View Surgery

Patient Experience Summary

Feedback reflects a practice experiencing significant challenges across multiple service areas, with a notably negative overall tone. Appointment access remains a persistent concern, with patients reporting extended waiting times for both booking and consultation, alongside difficulties reaching the practice by telephone. Reception experience emerges as a key issue, with multiple accounts describing staff interactions as unwelcoming, dismissive, or unhelpful, and some patients noting that receptionists appear to make clinical judgments rather than facilitate access to care. Communication and responsiveness have declined noticeably, with patients reporting inadequate follow-up, delayed responses to test results, and insufficient engagement with health concerns.

Clinical care quality shows mixed experiences. While some patients acknowledge professional and compassionate clinical staff who provide thorough assessments and good continuity of care, others describe feeling unheard during consultations or receiving care that fell short of expectations. Several patients have transferred to alternative practices citing concerns about the overall standard of service and the practice's apparent shift away from the supportive, patient-centred approach they previously experienced.

A minority of reviews highlight positive experiences, particularly regarding prompt appointment access when needed, professional clinical staff, and compassionate care delivery. However, these positive accounts are substantially outweighed by feedback describing a notable decline in service standards, with patients attributing this deterioration to staffing changes and suggesting that operational improvements in communication, appointment flexibility, and reception training would significantly enhance the practice experience.