Pelham Medical Group

Frustrated by phone-first appointment system for urgent concern

My daughter experienced a seizure over the weekend and has been unusually drowsy since then. This morning she developed a rash that appears to be spreading across her body. I contacted the surgery early in the day and was informed that a clinician would return my call. I was asked to provide photographs, which I submitted. When I called back to inquire about the timeframe for a callback, I questioned why my young child could not simply be seen in person for an examination, particularly given that she had been started on a new antibiotic to which there is a family history of allergic reaction. I was told that reception staff are unable to book face-to-face appointments and that I would need to wait for a clinician to call me back, speak with me, and then determine whether an appointment would be necessary. I found this process frustrating given the circumstances. I had previously given this practice another opportunity after a concerning incident involving my other daughter's immunisations, and I regret doing so.

Phone lines busy, try visiting in person

It's a medical practice where if you're unable to reach them by telephone, you can visit in person to make an enquiry or book an appointment.

Communication issues and delayed test result feedback

I've been a patient here for many years and generally haven't experienced problems, though things have changed over the recent months. I was prescribed a particular medication for a while and had no concerns with my other prescriptions, but this one caused me considerable difficulties. I experienced significant abdominal discomfort that was severe enough to be genuinely distressing. It took approximately four months before the cause was identified, which wasn't the real issue itself. More recently, I was expecting my blood test results to be communicated on Thursday, but nothing was mentioned until Monday. Even then, I was simply told that a telephone appointment would be arranged for Wednesday, with no further information provided. During that Wednesday call, I was informed of my results but received no guidance regarding the findings or what steps I should take to address my symptoms. When I've attempted to call back for clarification on multiple occasions, the calls have been disconnected, with staff claiming they couldn't hear me clearly, despite apparently having no difficulty understanding me initially. I recognise the practice is under pressure from current circumstances, but these are challenges that need to be managed going forward. It's not reasonable to withhold medical advice or prevent patients from asking questions about their care.

Supporting healthcare staff during challenging times

During this period with the pandemic, we ought to be showing appreciation for the dedicated efforts of our healthcare professionals.

Long phone wait for administrative issue

This practice has experienced a significant decline in quality. I was kept waiting on hold for an extended period to address a matter that the practice itself had caused regarding documentation. The service was extremely disappointing, and I am considering switching to another provider.

Prescription problems with no explanation or support

This practice has significant issues with medication management. We experience recurring problems with repeat prescriptions approximately monthly, including items not being authorised, approvals being delayed without notice, and quantities being altered without discussion or communication from the administrative team. The staff generally seem dismissive of concerns and appear to have been instructed to deflect complaints without providing meaningful resolution or clarification regarding these recurring errors. Obtaining repeat medication should not be this complicated, and the overall standard of service is deeply disappointing.

Impossible to reach by phone for cancellations

I tried to cancel an appointment but was unable to get through. After making multiple calls and spending considerable time on hold while following the phone menu options, I was unsuccessful in reaching anyone. It was frustrating that such a straightforward task proved so challenging to complete.

Reception team didn't listen to my concerns

I would strongly advise against registering with this practice. The reception staff experience was significantly below expectations. I would encourage potential patients to look beyond the higher ratings displayed elsewhere.

Reception could be warmer but they listen well

I'm puzzled by the negative reviews I've seen, as my experience over the past month at this surgery has been quite positive. They've conducted more investigations and identified more health concerns than my previous practice managed to do over two decades. The clinical staff have been pleasant, though the reception team could be a bit more personable, though certainly not as unwelcoming as I found elsewhere. Whenever I've called to arrange an appointment, I've been able to get one promptly, and I've noticed they listen far more attentively than my previous surgery did. When I previously disclosed that I experience hallucinations, my former practice attributed all my health issues to psychological causes. In contrast, this surgery acknowledges the possibility while still conducting proper tests to investigate thoroughly. Remarkably, issues I'd struggled with at my previous practice have been addressed within just a month here. My only reservation concerns their policy regarding medical exemption documentation, which they don't currently accept. Were they to reconsider this stance, I would give them a five-star rating without hesitation. I would still recommend this surgery to others.

Impossible to book appointments, concerns ignored

Obtaining a telephone appointment has proven extremely challenging, and accessing in-person consultations has consistently been difficult, with waits of several days being common whether booking online or by phone. Face-to-face appointments have been limited to routine annual health checks, and concerns about ongoing health management have not been adequately addressed during medication reviews. A previous health concern was managed solely through telephone consultation with advice that did not feel appropriate for the symptoms described. Currently, I am unable to obtain a timely consultation to discuss a recent medication change, despite contacting the practice on multiple occasions. While some staff members at the practice are considerate and professional, others have provided care that fell short of expectations, and I feel some individuals may be better suited to alternative career paths.

Practice won't offer face to face appointments

The practice does not offer face-to-face appointments with clinicians. I found it necessary to pay for private specialist care as an alternative.

Front desk attitude ruins otherwise professional care

I have consistently found the clinical staff to be highly professional, however the appointment scheduling process and reception area have been problematic. The reception team have often seemed unwelcoming, and on one occasion I was given inaccurate information about facility availability when I inquired, only to have another patient helpfully direct me to the facilities that were actually present.

Staff ignored serious health concerns completely

The staff response fell short of expectations, and a significant health concern was not adequately addressed. I had to obtain necessary equipment from the hospital as a result.

Phone queue system needs serious improvement

The automated telephone system requires listening through a lengthy recorded message before reaching the queue to speak with someone. This is quite frustrating.

Long wait for callback, unhelpful response

I had a disappointing experience when my mother contacted the practice for a telephone consultation following hospital guidance, as there were concerns highlighted in recent blood work. When the clinician called back after a week-long wait, they indicated they were unable to address the matter at that time and suggested she contact the practice again the following week to arrange a separate appointment. During this call, they were only able to process a repeat prescription for an existing condition.

Long waits and frustrating phone booking issues

It takes several weeks to secure an appointment at this practice. When attempting to book what I considered an urgent appointment, I was informed by reception staff that it did not meet the criteria for emergency scheduling. Additionally, I experienced repeated disconnections when calling to arrange appointments.

Dropped calls and dismissive phone reception staff

I attempted to contact the practice on two occasions, with the first call being disconnected before I could speak to anyone. On my second attempt, I was advised to ring back the following morning to arrange an appointment. The practice has had ongoing issues in my experience, and this situation felt like another example of these problems. The staff member I spoke with appeared to have difficulty hearing me during the call, despite successfully recording my personal details. When I questioned whether they could hear me properly, the call was terminated. It seems I will need to visit in person to book an appointment. Based on my experiences, I would suggest considering alternative medical practices in your area, even if it requires travelling further, rather than using this surgery.

Phone queues could be shorter here

The staff could be quicker when answering calls. One of the doctors provided helpful assistance and came across as friendly and approachable.

Phone queues and booking system need improvement

The appointment system is quite poor and the phone lines take a considerable time to answer. On the positive side, the diabetes nurse has been excellent, and there has been a noticeable improvement since their arrival at the practice. One of the doctors provides outstanding care and consistently checks in on patient wellbeing. Overall, I feel the entire system would benefit from some significant changes.

Empathetic staff who really listen and care

I consistently receive excellent care at this practice. I recognise the demanding nature of the role, and the team has consistently demonstrated both compassionate approach and strong clinical expertise.