Pelham Medical Group

Receptionists were kind but practice fell short

This practice is definitely not recommended, and it would be best to avoid it. The front desk staff, however, were lovely.

Reception staff attitude needs improvement

The conduct of certain members of the team at this practice has been disappointing and fell short of the professional standards expected in a healthcare setting. Although this experience may not be representative of all staff, instances of discourteous behaviour have negatively impacted the overall impression of the practice.

Rushed appointments with little listening time

If you attend this practice, you may find that the clinical staff approach consultations in a manner that feels dismissive. They tend to reach conclusions without conducting thorough examinations or taking time to listen to your concerns. You might consider whether this practice is the right fit for your healthcare needs.

Receptionist was rude and phone lines impossible

Had an extremely disappointing experience at the practice. The receptionist appeared unwelcoming and displayed poor customer service, making me feel like an inconvenience. Attempting to book an appointment by phone proved incredibly frustrating, requiring numerous attempts over an extended period before finally connecting with someone. When I eventually got through, I was informed that appointments were no longer available and was advised that I should have called earlier.

Repeat prescriptions need better checking before sending

My concern is not with the practice overall, but rather with the handling of repeat prescription requests via email. On several occasions when collecting medication from the pharmacy, I have noticed that items have been omitted from my prescriptions. This has also happened to family members who use the same practice. It would be helpful if prescriptions could be reviewed more carefully before being processed and sent through to the pharmacy.

Reception staff dismissive of patient concerns

I would recommend considering alternative practices. In my experience, the clinical staff here demonstrated poor communication abilities and did not provide the standard of care I would have expected.

Quick phone booking led to same-day appointment

Called at 8am and spoke with a helpful receptionist who arranged an appointment for later that morning. The initial consultation wasn't quite the right fit for my issue, so I was transferred to another clinician within thirty minutes. They were genuinely pleasant and supportive, promptly organising a blood test within the same timeframe and submitting a referral to the hospital. My prescription was sent through to the pharmacy and I was able to head home in time for lunch. The whole experience was remarkably efficient and well-coordinated. I was genuinely impressed by the level of service provided.

Felt genuinely listened to during appointment

My appointment yesterday was excellent. It is uncommon nowadays to receive such considerate and personable care, and I hope my future medical appointments can be similarly positive.

Friendly reception made the visit straightforward

Positive experience overall

Impossible to get an appointment here

This practice is disappointing. It is consistently difficult to secure an appointment with a clinician. On the rare occasions when an appointment is obtained, concerns are not adequately addressed and dismissive responses are provided. Not recommended.

Quick same-day appointment when I needed it

Prompt appointments available. The clinician was very pleasant and compassionate. Experienced some concerns today and was able to be seen immediately. :)

Friendly staff made me feel heard

Excellent care provided, with a cooperative and friendly approach demonstrated throughout. Very satisfied with the experience at this practice.

Staff showed genuine care and empathy

The clinician I saw was very pleasant and provided attentive care. The other healthcare professionals I have encountered here during visits for myself and my family have all been excellent, demonstrating genuine compassion and understanding. I am pleased to have experienced such a caring approach at this medical practice.

Quick appointments and staff who actually listen

I have been attending this practice for a considerable time. I must say that the recent restructuring of the team has made a notably positive difference to my experience. The appointments are efficient and the clinical staff take time to listen to all my concerns. I have been so satisfied with my care that I have decided to register my entire family at this practice as well.

Receptionist quickly arranged urgent same-day appointment

I have consistently received excellent service from your practice. This morning, I experienced a health concern that I felt needed prompt attention. The reception team quickly contacted a clinician, and I was able to see someone within half an hour. I recognise how demanding this surgery can be, yet on every occasion I have visited seeking assistance and guidance, I have been met with outstanding care and attention to my concerns. I am very grateful to everyone for their support and compassion. Wishing you all the very best for the year ahead.

Long-term patient treated with consistent care

Throughout my decade as a patient at this practice, I have consistently received excellent care. The team members have always been supportive and approachable, and I consider myself fortunate to be registered here.

Phone support that actually listened and helped

I personally can't rate this surgery highly enough, having been a patient for three decades. I've witnessed numerous clinicians throughout my time there, but recently when I required care, I received excellent service delivered initially over the telephone. The phone support was outstanding and truly restored my faith in the NHS. The clinician demonstrated genuine empathy and took time to listen carefully to my concerns. It was a positive experience during what was quite a difficult period for me.

Finally felt properly listened to

I would like to share the experience I had during my recent appointment. Even if we don't find the answer, this was the first time in 3.5 years that I felt genuinely listened to and taken seriously, with a real effort to consider next steps. The approach was thorough and holistic, and I felt my concerns were validated. We need more practitioners with this kind of approach. It was brilliant and I cannot adequately express what it means to finally feel heard and to have hope for finding the right path forward with my care. Thank you so much.

Medical notes took nearly three years to arrive

When joining a surgery with multiple long-standing health conditions, I found myself in a difficult situation. My medication had been carefully managed over many years to reach a level where I could function reasonably well, but upon registration, the dosage was reduced significantly. I was told this would be reassessed once my previous medical records arrived, which the surgery indicated could take up to six weeks to transfer electronically. However, obtaining those records proved far more problematic. Despite being aware that my former healthcare providers had sent them within four weeks, it took nearly three years for this surgery to receive them. It ultimately required a serious incident and legal involvement before the surgery confirmed receipt of my notes via text message. Throughout this period, I struggled with multiple serious conditions and disabilities requiring specialist care. When I requested referral to a particular specialist I had worked with for many years regarding spinal issues and previous surgeries, I was told this wasn't appropriate given my other diagnoses. I have always been mindful about seeking help, typically allowing myself six months to adapt to new symptoms before requesting assistance. During the four years waiting for my records, I experienced considerable pain. Following a serious incident, I was eventually referred privately to a specialist, who identified a spinal curvature that had apparently developed during my time with the surgery. Notably, imaging scans performed both before joining and twice after joining the surgery had not detected this. The prolonged pain and my unconscious adaptations to manage it—altering how I sat, lay, and stood—appear to have contributed to this development. This situation has significantly affected my mental health. Despite contacting the surgery multiple times, I have not received the support I feel I need and have been left feeling unheard. Over a year ago, I noticed visible changes to my posture and sent photographs requesting help, but received no response. The physical changes are now visibly apparent to me. I am deeply distressed about what lies ahead. I had previously declined a major surgical intervention, with the understanding that I would only consider it if my mobility became severely compromised. However, given the spinal changes that have occurred since joining this surgery, combined with other unresolved health issues, I am now uncertain about the appropriate course of action and what the realistic outcomes might be. The lack of support and empathy throughout this process has left me feeling hopeless about my future.

Reception staff confused about temporary patient registration

I would rate this experience lower if possible. The service provided was unhelpful. I was informed that I could not register as a temporary patient while temporarily staying in the area, despite the NHS website clearly stating this is an available option and other healthcare professionals I have consulted being unable to explain the reasoning behind this refusal. This has left me in a challenging position at an advanced stage of pregnancy and feels like an inadequate response to my needs. Reception staff appeared inconsistent in their information, with my registration status seeming unclear from one interaction to the next. A member of the management team appeared to be the primary person objecting to my temporary patient request, providing contradictory explanations—first stating this would only be possible if I had no doctor elsewhere in the UK, which contradicts the NHS website guidance permitting temporary registration for up to three months while maintaining a home practice, and subsequently claiming temporary registration was only available in emergency circumstances. This raises serious questions about whether the practice fully understands its own procedures and policies. My assessment would be no. I would recommend seeking care elsewhere to avoid the frustration and inconvenience associated with this experience.