Parkway Medical Centre

Reception staff were dismissive and lacked professionalism

The clinical staff at the surgery are excellent and I would happily recommend them. However, I have had several negative experiences with one member of the reception team, both in person and over the phone. On these occasions, I found their manner to be dismissive and condescending, lacking in sensitivity. Following a particular incident where I felt their comments were disrespectful and unprofessional, I raised a complaint with the surgery but did not receive a response. The remainder of the reception staff are friendly and helpful, which makes these experiences all the more disappointing as they detract from the otherwise positive reputation of the practice.

Rude reception staff and dismissive attitudes

The attitudes displayed were disappointing, and the overall service fell short of expectations. The reception staff were unwelcoming and unhelpful. This practice may not be suitable for everyone.

Appointment booking system makes access nearly impossible

When I initially registered at this surgery after relocating, it had excellent reviews. Following a corporate restructuring, the practice has experienced a significant decline in service quality. The appointment system operates on a single basis - calling between 8:30 and 9am is the only viable option. This timing creates considerable difficulty for those with school runs or work commitments during these hours. The arrangement feels particularly restrictive and poorly designed. Attempting to call at alternative times results in being directed to ring back at 8:30. The clinical staff themselves are competent, however the management and reception team demonstrate an approach that many would find dismissive, condescending and lacking in empathy when interacting with patients.

Receptionists dismissive, but doctors genuinely care

The reception experience here feels somewhat lacking, with staff appearing dismissive of their role. When I required urgent medication for a long-term condition, I was offered an appointment two weeks away. However, after seeking guidance elsewhere and calling back shortly after, I was able to access the medication promptly, which suggests the capacity exists to respond more quickly when circumstances allow. The clinical staff present a stark contrast—they are genuinely excellent, demonstrating professionalism and thoroughness. When appointments are secured, the consultations are comprehensive, with practitioners investigating underlying issues carefully before recommending appropriate treatment.

Reception couldn't help when we needed support

My family and I began as patients at a practice when it was located in one area. When the original clinician retired, the remaining practitioners relocated to a new location. The experience deteriorated significantly after that move. The standard of patient care appeared to decline noticeably. A long-standing clinician at the practice, who was familiar with our family's medical history, made a comment about my father's appearance prior to his passing that seemed dismissive of his serious condition, despite visible signs of significant health decline. I would not recommend this practice.

Reception didn't follow up on vaccine appointment

My mother required her second vaccination appointment and was informed by reception that they would be in touch nearer to the date. She has called multiple times to follow up on this, and has only recently been advised that she needs to arrange this through the online booking system. Unfortunately, she is now unable to secure an appointment within the required timeframe for her second dose, which is very frustrating.

Receptionists unhelpful, phone lines constantly busy

The practice was once excellent, but standards appear to have declined. The reception team comes across as unwelcoming and unhelpful. There are insufficient clinical staff available, and telephone access is extremely difficult. I would recommend looking elsewhere.

Reception attitude made me feel unwelcome

The quality of care has been declining noticeably, and there appears to be an issue with how the reception team conducts themselves in their role.

Struggling to reach the practice for prescriptions

I have been attempting to obtain a repeat prescription for approximately three weeks without success, as I am unable to reach the practice by telephone and my email requests remain unanswered.

Staff were kind and genuinely helpful

The medical team and support staff demonstrated considerable kindness and helpfulness throughout my visit.

Reception staff need better customer service training

The clinical staff that my family and I have encountered throughout the years have been excellent, and I would strongly encourage others to use their services. However, the administrative team at reception has, over the last several years or so, demonstrated what I would consider to be notably poor customer service standards. I have previously raised a formal complaint following an incident where a family member was spoken to in a manner that left them feeling deeply disrespected and upset, despite their concern being valid and subsequently requiring hospital treatment. The practice would benefit from either recruiting new reception personnel or providing comprehensive training in customer service practices, as the current approach to patient interactions does not align with the standard of clinical care provided.

Struggling to book an appointment here

It has been difficult to secure available appointment slots at this practice.

Easy to get same day appointments here

When I call at 8:30am, I consistently manage to secure an appointment on the same day.

Impossible to book an appointment here

I'm only giving one star because there's no option to give less. This experience has been completely unhelpful. I've struggled to secure an appointment through either phone or in-person requests at reception. The difficulty has become so frustrating that I've stopped attempting to book appointments altogether.