Parklands Medical Practice

Phone queue too long, receptionists lack compassion

I have consistently found myself becoming distressed whenever I have needed to access this practice. My concern is not for myself but for my children, who require their services periodically. The reception team handling phone calls generally come across as dismissive and lacking in empathy. They readily suggest that you "call back tomorrow morning at 8am" as if this is a straightforward task, and even when you do manage to reach them early, appointments remain unavailable, even for very young children. I typically call the surgery promptly at 8am, yet by 8.19am when I finally get through, there are no available slots. This has been my repeated experience. It appears I will be dealing with this situation for an indefinite period, as there are no alternative practices with strong ratings in my locality. Changes are needed. Reception staff should not be unwelcoming on the phone. Callers are people first and foremost, and often in vulnerable situations—that is precisely why they are reaching out for assistance. Staff should communicate with kindness and patience, without raising their voices, being dismissive, or appearing eager to end calls with patients. We recognise the pressures and demands of their role, but this does not align with the standards we expect from healthcare services. I have recently received considerate support from the out-of-hours service, who advised me to attend an emergency department with my child. Without their assistance, I would have become extremely frustrated with the reception staff. I cannot recommend this practice. If you are in this area, I would encourage you to seek care elsewhere.

Reception staff made booking appointments difficult

This practice has not met my expectations. I experienced difficulties with phone accessibility, as one receptionist appeared unwilling to engage helpfully with callers. I have concerns about the appointment booking system, as out of multiple attempts to secure a consultation, I was only successful on a couple of occasions, with one visit being for initial registration rather than a medical appointment. I feel the practice's patient access procedures warrant review.

Friendly staff who actually take time to listen

I have never experienced any issues. My partner is a patient here and has received excellent care, particularly from the nursing staff who have been outstanding. I am planning to register at this practice myself because from my observations, the team demonstrates a genuine commitment to supporting patients and taking time to understand their concerns. Appointments for my partner have always been straightforward to arrange. The reception team are welcoming and professional. I am very grateful for the service provided.

Helpful support eased my pain concerns

I attended an appointment where I was experiencing significant discomfort. The clinician provided valuable support and guidance that has helped me manage my situation effectively. I found the reception staff to be exceptionally helpful and accommodating, going above and beyond to assist with my needs.

Appointment booking system needs improvement

The appointment handling process at this practice has been quite frustrating. I am seriously considering switching to a different surgery.

Long wait for a referral elsewhere

The lengthy delay in being informed that I would need to seek care elsewhere was frustrating and could have been communicated more promptly. The administrative staff could have streamlined this process and reduced unnecessary waiting time and worry. I have found it worthwhile to consider alternative healthcare providers in other locations.

Receptionists went the extra mile for me

The staff here are exceptionally helpful and approachable. This is the best practice I've attended across several surgeries throughout my life, particularly given my previous experiences and relocations. The reception team consistently goes above and beyond to assist, demonstrating genuine helpfulness at every interaction. The clinical staff have been equally supportive and have made me feel valued as an individual, which contrasts sharply with my experiences elsewhere. Switching to this practice was one of the best decisions I've made regarding my healthcare.

Reception staff were dismissive and unhelpful

The reception team can come across as unwelcoming and dismissive. I've noticed them being unkind to older patients. The doctor tends to dominate conversations and speaks quite loudly during appointments.

Online booking makes same-day appointments straightforward

I would suggest this practice to anyone relocating to the locality. The booking system, which can be accessed via the practice website and your personal computer, allows you to secure same-day consultations. The clinical staff members are approachable and courteous, and the administrative team at reception create a welcoming atmosphere. The premises have a somewhat traditional appearance, though there are intentions to refresh the facilities going forward. The attached pharmacy is undergoing renovation; the pharmacy team are exceptionally supportive and willing to assist with advice on managing everyday health concerns, and they also benefit from having a dedicated private consultation space available.