Pelham Medical Group

Impossible phone lines overshadow good clinical care

The clinical staff are excellent and I have no complaints about their work, but accessing them is another matter entirely. I find the initial hurdle of getting through to reception to be quite challenging. The main issue is that the phone lines are consistently difficult to reach. On one occasion I waited on hold for nearly an hour before giving up, feeling thoroughly frustrated. Unfortunately, this appears to be a recurring problem rather than an isolated incident. Typical wait times on the phone seem to average around half an hour or more. This is problematic for anyone managing stress-related conditions or those with limited patience. For individuals already struggling with their wellbeing, such lengthy delays can be particularly demoralising. The reception and appointment booking system would benefit significantly from improvement.

Receptionists could be more professional sometimes

Some members of the reception team have not always provided the level of professionalism I would expect, though this has not been consistent across all interactions.

Reception staff made booking appointments impossible

If I could rate less than one star I would. The reception experience has been quite poor, and I believe this is where the main issues lie, as the clinical staff have been excellent when I have managed to see them. However, I have found it very difficult to secure appointments and have been directed to call at opening time instead. The administrative team seem unmotivated in their approach.

Reception desk left unmanned during visit

The reception area appeared understaffed during my visit, with staff members not visibly available at the desk to greet patients.

Reception made me justify my appointment need

Having to explain the reason for needing an appointment at reception while other patients are present. Subsequently being informed that no appointments are currently available and advised to call back in the morning to check for any openings. Very disappointing experience.

Professional service with quick appointment times

The practice consistently demonstrated professionalism, and on two occasions I was able to obtain an appointment with a clinician within a couple of hours, which I found excellent. The team provided great service.

Online booking would reduce missed appointments

Excellent practice overall, though it would be beneficial to have additional appointments available through the online booking system, as this could help reduce the number of missed appointments.

Struggling to book appointments and get continuity

It is extremely difficult to obtain an appointment at this practice. When appointments are secured, there is inconsistency in seeing the same clinician. Follow-up care appears to be lacking. During a recent visit, the clinician's manner was dismissive and curt.

Helpful staff who listened on the phone

Great assistance received over the phone. The staff members were knowledgeable and helpful during telephone conversations. This practice stands out among several surgeries in its approach to medication management for new patients. Some other practices have declined to continue medications that have been prescribed for an extended period following specialist hospital recommendations. This surgery demonstrates a helpful and transparent approach to its policies, and is willing to maintain necessary prescriptions rather than making decisions before meeting and evaluating individual patient circumstances. Other practices could benefit from adopting this open and equitable approach when supporting patients with ongoing health needs and disabilities.

Difficult to reach by phone

Getting through to the practice by phone proves to be extremely challenging.

Reception staff were dismissive and unhelpful

Unfortunately, Google's rating system requires a minimum of one star, otherwise this practice would receive no rating at all.

Impossible to book an appointment here

The clinical staff seemed inadequate for my needs. Scheduling an appointment proved to be very difficult.

Difficult to find a parking space

The parking facilities are inadequate.