Pelaw Medical Practice

Reception staff weren't helpful with my query

I have been a patient at this practice for seven years. I have found the overall service, particularly at reception, to be disappointing and lacking in helpfulness.

Emergency callback system left me hanging for hours

Called requesting an urgent appointment at 8:20 and was informed that a clinician would contact me back. By 11:55 a call came through, but it lasted only around 6 seconds and I was unable to pick up in time as the window to answer felt too brief. I contacted the practice to enquire about when I might expect a callback and was told it could happen at any point. Upon calling again, I was advised there were several calls ahead of mine and it might take another 20-30 minutes. After waiting approximately 50 minutes, I rang back only to be told I wasn't listed as awaiting a callback. I had spent around 4 hours waiting without resolution. I have now decided to attend A&E instead.

Home visit doctor was genuinely caring

I recently had a wonderful experience when a clinician visited me at home to provide care. I was very grateful for their attentiveness and support during the appointment.

Friendly staff made minor surgery straightforward

The team members were approachable and supportive. The experience with a minor surgical procedure was very satisfactory.

Staff were helpful and genuinely understanding

This is the finest medical practice I have ever been a patient at. Every member of the team, including those at the front desk, clinical staff, and nursing personnel, consistently demonstrate helpfulness and compassion.

Smooth booking process and friendly staff

The appointment booking process demonstrated effective communication channels. The team provided excellent service during the visit.

Practice offers helpful extra services

This is my healthcare provider's practice, which offers a range of additional services.

Staff made me feel comfortable talking openly

I didn't attend very frequently, but on the occasions when I did go, the team members were consistently welcoming and approachable, which made it easy for me to communicate openly during my visits.

Reception staff made appointment booking easy

I have trouble using the phone to book appointments, so I visit the surgery in person instead. The staff are very helpful and I receive text message responses to my queries. I have no complaints about the service.

Staff didn't follow NHS values properly

The service provided fell significantly short of expectations, and certain members of the team appeared not to uphold the principles expected within the NHS.

Staff made me feel genuinely well looked after

I attended the Minor Surgery clinic recently. The clinical team and all support staff were excellent! I received outstanding care throughout my visit and everything went very smoothly. Well done to everyone involved!

Friendly staff managing stretched services well

The team has consistently demonstrated friendliness and helpfulness, even while managing the considerable pressures affecting their stretched resources.

Long-term patient with consistently good service

I have been attending this practice for a considerable time and have consistently received excellent care from the entire team.

Reception was helpful but diagnosis fell short

The reception team demonstrated professionalism from start to finish, though the experience became less satisfactory once medical assistance was required.

Quick appointments when health issues arise

Throughout our extended time as patients at this practice, both my partner and I have developed tremendous respect for the commitment demonstrated by the clinical and administrative team. We feel fortunate to have access to such a capable group of professionals. I receive regular monitoring appointments, and whenever issues arise, I am able to access appointments promptly, often within hours or a day. For those who have left critical reviews, I would encourage reconsideration, as these are the individuals responsible for addressing your healthcare needs. Compared to experiences we have heard from other practices, we consider ourselves fortunate. In our experience, this team represents an exceptional standard of care.

Friendly staff made me feel confident

I cannot commend them highly enough. Their approachable yet professional manner instils complete trust and reassurance. My appreciation goes to everyone at the practice.

Quick appointment when I needed one most

This is an excellent practice. When I was unwell, I was able to see someone promptly following a telephone consultation, and the entire team made a positive impression. The reception staff were particularly lovely and knowledgeable, while the clinical staff demonstrated helpfulness and friendliness throughout my visit.

Grateful for a responsive and caring practice

I've never experienced any issues with the medical professionals here. When I compare this to the difficulties my family member has encountered at another healthcare facility, it really highlights how fortunate we are to have such capable practitioners.

Busy surgery handles urgent cases well

The practice has some very capable clinicians on staff, though an additional appointment slot would be beneficial. Like most GP surgeries, obtaining a routine appointment typically involves a waiting period of around two weeks, which reflects a broader systemic issue rather than a specific concern with this practice. The team demonstrates a strong commitment to prioritising and accommodating urgent cases promptly.

Reception staff spoke down to patients dismissively

This surgery fell well short of expectations. The reception team came across as condescending, communicating in a manner that felt infantilising. I received inconsistent information from them on separate occasions, and despite their apparent uncertainty, they would not permit me to speak with clinical staff by telephone. I was initially told verbally that my test results were satisfactory, yet a subsequent letter contradicted this, indicating the results were actually unclear. I would recommend looking elsewhere for your healthcare needs.