Pelton & Fellrose Medical Group

Practice didn't follow up on serious health issues

This practice appears to lack compassion in their approach, with inadequate follow-up care for significant health conditions and insufficient provision of guidance on lifestyle management and self-care support.

Long wait made things feel worse

I have been dealing with significant mental health challenges for an extended period and recently made the decision to seek support. However, I am finding the wait time for my next appointment to be quite lengthy, which is adding to my distress during this difficult time.

Reception staff dismissive of patient concerns

I found the care provided to be inadequate, and felt that the reception staff were defensive and unwilling to acknowledge concerns. This practice may not be suitable for those managing ongoing health conditions or during pregnancy. I experienced a lack of compassion throughout my interactions.

Felt genuinely listened to at my appointment

Outstanding level of care provided by this medical practice.

Staff made me feel genuinely welcome

The team here has been wonderful 🙂 I've been a patient for several years now

Weekly women's health clinic made a real difference

I was pleasantly surprised to discover that this practice offers a weekly specialist women's health clinic when I made an enquiry about hormone-related healthcare options. I recognise that access to this type of service can vary considerably depending on location, so I feel fortunate that our practice provides this much-needed facility which is often difficult to access elsewhere. I was able to secure an appointment within a couple of weeks, whereas I understand that patients in other areas have experienced significantly longer waiting times. During my appointment, the clinician took time to discuss my situation thoroughly and provided clear explanations of the various options available to me. I received thoughtful and attentive care throughout. I wanted to express how much I value this service for women in our community and to convey my appreciation for its availability.

Repeatedly dismissed without any resolution

I've found myself repeatedly dismissed without my concerns being properly addressed. Problems tend to remain unresolved, which has left me feeling increasingly frustrated and disheartened. Throughout my life, I've been registered at numerous medical practices across different locations, around eight in total over the past three decades. A few of these have been excellent, several have been satisfactory, and a couple have been adequate without any significant issues. However, this particular practice stands out as the most disappointing I have experienced. There appears to be a consistent pattern where matters brought up during consultations do not reach any meaningful conclusion.

Wrong medical records caused driving entitlement loss

A clinician at the practice used another patient's medical records to complete a driving authority form for me. This led to extensive correspondence with the health centre and the driving authority, which resulted in my driving entitlement in a particular category being withdrawn for a five-year period. When the driving authority sent a subsequent form to be completed, it was filled in by the same clinician, which appeared to demonstrate that accountability for the initial error was not being taken. When I raised my concerns with the centre management, I was informed that my manner of raising these issues could result in me being removed from the practice list. This came after I had already expressed my intention to leave due to loss of confidence in the centre's services. Additionally, it appears that my repeat prescription for a regular medication has been cancelled without my knowledge.

Reception staff made us feel genuinely welcome here

I have been attending this practice for nearly three years, and I can only speak to the experience that my wife and I have had here. My wife feels the practice represents a significant improvement compared to her previous healthcare provider. I remained with my previous doctor for many years due to the high standard of care provided, and I find the current practice to be equally excellent. I would appreciate it if the practice would consider offering an annual health check service, which was available at my previous surgery.

Felt genuinely listened to throughout my visit

Outstanding support and attention received throughout every stage of my visit.

Staff were genuinely helpful and caring throughout

The general practice environment presents significant challenges currently. I believe this medical group is delivering the highest standard of care possible given the circumstances. All of my encounters with the team have been exceptionally positive. They have consistently addressed my healthcare requirements throughout my time as a patient. I am deeply grateful for the medical support they have offered.

Helpful receptionists and consistent care throughout

I have been attending this practice for a year and have experienced no issues that would be unusual for any other surgery. The clinical staff have provided excellent support in managing my ongoing health needs, and the reception team have been consistently helpful throughout my time as a patient.

Quick diagnosis led to hospital admission

I am genuinely grateful to the clinician whose prompt assessment and swift referral to emergency services facilitated my hospital admission. The care provided by both the clinical team and the reception staff was greatly appreciated during a challenging period. Thank you.

Hard to get face to face appointments when needed

This surgery has significant issues. Face-to-face appointments are difficult to obtain unless you persistently request them, and when available, they are often scheduled several days later than needed. The clinical staff appear dismissive, inattentive to concerns, and reluctant to engage. Patients feel treated as an inconvenience, and many interactions over the phone are marked by a condescending manner. Despite being a long-term patient with a preference for continuity of care, trust in the clinical team has been lost. Registration at alternative surgeries is not possible due to capacity constraints, which has led to seeking care through other services instead. While many nursing and practitioner staff are pleasant, reception staff are inconsistent—some helpful, others unhelpful. Those seeking a welcoming and responsive family doctor service would be better served elsewhere.

Getting appointments takes timing and persistence

Scheduling an appointment can present challenges, though calling at the right time makes the process more manageable. I've typically been able to see someone on the day I call, though this has required leaving work to attend promptly. I've read various comments about the reception team, but I haven't personally experienced any difficulties with them.

Receptionist went above and beyond to help

I would like to thank the receptionist who always has a lovely manner on the phone and always goes above and beyond to help. Recently, they helped resolve my issue and I am extremely grateful for their assistance. They are a great asset to the practice. Well done x

Reception staff were unhelpful and dismissive

The service quality was disappointing, with staff appearing to lack basic competence and the reception team requiring significant improvement.

Quick appointment from phone call to prescription

A wonderful practice that delivers outstanding care despite operating under significant financial constraints from Government funding. I called in, received a prompt callback, was offered an appointment, saw a clinician, and received a prescription—all completed within 40 minutes. The entire team consistently demonstrates friendliness, courtesy, and genuine helpfulness. I'm very grateful for the dedication and effort shown by everyone working there.

Reception staff hung up rather than help

I contacted the practice to request an appointment and was informed I would receive a callback. A text message subsequently arrived indicating an attempt had been made to arrange an appointment for me. Upon calling back, I experienced a lengthy wait before being informed that the available slot was no longer available and I would need to rejoin the waiting list. I expressed my dissatisfaction with this outcome and explained that I required an appointment. The call was then ended by the team. The reception staff consistently present themselves in a manner that feels dismissive and unhelpful.

Hard to book appointments for ongoing issues

Dealing with a persistent health concern at this practice has been quite challenging. Securing an appointment proved to be a difficult process. I would not suggest this practice to others.