Parklands Medical Practice

Struggling to book appointments and rude staff

The staff members were unhelpful and difficult to interact with. Securing an appointment has become increasingly challenging, and the overall experience has deteriorated significantly in recent times. It is unclear how the practice continues to operate given these ongoing difficulties.

Remote consultations prevented proper face-to-face care

I found the service to be disappointing. The practice seems to rely heavily on remote consultations and photo submissions rather than offering in-person appointments. When I described my concerns, I was not offered a face-to-face visit. I questioned whether this approach aligns with what I would expect from a medical practice. I have decided to escalate my concerns through the formal complaints process. I would advise others to consider alternative options for their healthcare needs.

Difficult to book appointments for shift workers

It is challenging to secure an appointment at this practice. The current booking system does not accommodate those with inflexible work schedules who are unable to take calls during their working hours.

Receptionist was dismissive and unhelpful

The receptionist at this practice was unhelpful and discourteous during my interaction. I was disappointed with the level of service provided at reception.

Reception booked wrong appointment type twice

I attended an appointment two weeks prior to address an ear concern, with the understanding that I would receive clearance for a subsequent procedure at another facility. Upon arrival, I discovered that the clinician had referred me to a nurse for assessment, despite my needing a medical evaluation first. This same situation occurred with another patient that day, which was frustrating. The staff member handling the situation was genuinely compassionate, though she was placed in the difficult position of delivering unwelcome news. When I contacted the practice to express my concerns about the referral process, the receptionist who took my call scheduled me with a nurse for assessment once again—the exact issue I had raised. I felt this demonstrated a misunderstanding of the appropriate clinical pathway, as I believed a doctor's evaluation was necessary before a nurse could proceed. I was also concerned about incurring additional travel costs, which I had mentioned were a financial burden. I found the overall experience at this practice disappointing. It appears there may be gaps in understanding regarding roles and responsibilities within the team. I've noticed a decline in service quality at this location compared to other practices in the area, and I believe the staff would benefit from additional training and clearer protocols to ensure patients receive appropriate care pathways.

Felt truly listened to and understood

The clinician at this practice is a real asset to the team. They take the time to genuinely listen and you never feel hurried through your appointment. I recognise that healthcare professionals have busy schedules, but because they invested time in understanding my concerns, they were able to recommend a treatment approach that has proven very effective for my situation. I haven't experienced this level of improvement in a considerable time. This thoughtful approach should help reduce the need for future appointments, demonstrating that investing time in consultations benefits both patients and the practice alike. I'm very appreciative of their care and feel considerably more optimistic about the road ahead following such a brief interaction.

Long wait times on the phone line

When attempting to contact the practice to inquire about medication availability, there can be considerable delays before someone answers the telephone.

Reception staff attitude made things worse

I have been attending this practice for over three decades, however the quality of care has noticeably declined in recent years and now falls short of what I would consider satisfactory. There have been multiple instances where matters have not been handled appropriately. The reception team's manner has been unwelcoming, there was an incident involving an incorrect prescription being issued, and I have concerns about the practice's approach to patient assessments, particularly when children are involved. After such a long association with the practice, it is disappointing to say that I have decided to seek care elsewhere.

Reception staff weren't welcoming or helpful

The reception staff could be more welcoming and attentive to patient needs.

Helpful staff hampered by difficult booking system

The clinical staff are excellent. However, it is unfortunate that they must work within such a restrictive administrative system. This setup appears to be discouraging patients from attempting to book appointments. It is understandable why this region struggles with health outcomes when the healthcare infrastructure operates in this manner. This situation has persisted for many years, well before recent global events.

Staff went the extra mile for me

I have consistently had positive experiences with the team at this surgery. Even when I have been difficult, they have remained excellent and accommodating, always willing to help. I believe they are performing admirably given the current conditions they are working under.

Wouldn't recommend this surgery

I would recommend considering alternative healthcare providers.

Poor service and long waiting times

Unsatisfactory experience at this practice with disappointing levels of service.

Home visits provided when needed most

I have to say the medical team at this practice has been excellent and consistently available whenever my partner has required home visits and additional support. There are two practitioners in particular who have been especially helpful and responsive.

Online booking system never shows available appointments

A week ago, my young child developed a persistent cough and experienced difficulty breathing that affected their ability to speak. Following guidance from the NHS helpline, I was directed to arrange a GP appointment. I have made numerous attempts to book through the online booking system without success, as available slots appear to be unavailable. I have tried at different times throughout the day and at various hours, but the telephone line is consistently busy during standard opening times. When I have managed to get through, there are no remaining appointments. I found the appointment booking process to be extremely frustrating and difficult to navigate. For anyone new to the area seeking a general practice, I would suggest exploring other options.

Reception staff were dismissive and unhelpful

I had a disappointing experience with a member of the reception team who displayed an unhelpful attitude and appeared to lack adequate knowledge when assisting me.

Reception staff were dismissive and unhelpful

Recently relocated to the area and chose this practice as it was conveniently located, however the experience fell short of expectations. The front desk staff interactions were disappointing and left much to be desired. I have applied to transfer to another practice and hope to move soon, as I feel the team would benefit from additional training in patient communication and service delivery.

Reception staff attitudes need significant improvement

The reception team's approach varies considerably, with some staff members demonstrating exceptional professionalism, efficiency and courtesy. However, others have displayed unhelpful attitudes and provided inconsistent information. It has been particularly difficult to experience such discourteous treatment when seeking care during times of illness. Concerns about this matter have been raised with management on multiple occasions without noticeable change. Working in a patient-facing role requires genuine care for people's wellbeing. When supporting individuals in vulnerable situations, compassion and understanding are essential rather than indifference. Fundamental communication skills, including politeness and appropriate phone etiquette, appear to be lacking among some team members. This situation is deeply disappointing and requires urgent attention.

Receptionist refused to let me speak with a doctor

When I first attended this practice, I experienced a urinary tract infection and was unable to secure an appointment as they were fully booked. Within a couple of days, this developed into a more serious condition causing significant symptoms including nausea and difficulty with mobility. I contacted the practice early in the morning in considerable distress, but was informed that no appointments were available for an extended period. I then called the NHS helpline, who advised me to contact the practice again and request to speak with a clinician urgently, explaining this was a serious matter requiring prompt treatment. When I rang back, I was told that the practice does not offer this type of same-day consultation. I subsequently attended the accident and emergency department at a local hospital where I experienced severe symptoms and required intravenous treatment, imaging, and specialist assessment. I was then transferred by ambulance to another hospital where I was admitted overnight for further blood tests and monitoring, before being discharged with prescribed medication the following day. I am very dissatisfied with my experience at this practice and the difficulty in accessing timely care when I needed it most. I have since registered with another practice where I have found it considerably easier to obtain appointments and clinical support when required. I would encourage others to carefully consider their choice of practice.

Impossible to book appointments through morning phone lines

Struggling to secure an appointment at this practice. The standard advice is to call at 8am, but by the time you get through, all slots are already taken. This pattern repeats day after day. Following a referral from another service recommending an appointment within 24 hours, I contacted the practice and received the same instruction to call at 8am. When I did, I was informed there were no available slots, with the earliest option weeks away. This situation is frustrating given that I am experiencing discomfort and have concerns about my health. As a result, I will likely need to seek care elsewhere and face additional waiting times there instead.