Pelton & Fellrose Medical Group

Ignored calls and broken promises left me struggling

Honestly, you might as well attempt self-treatment. Empty assurances from medical professionals and a lack of responsiveness from administrative staff despite multiple follow-up attempts. Seemingly content to leave patients suffering. Well done.

Reception staff were rude and unhelpful throughout

This practice has been deeply disappointing throughout my time as a patient. Over a six-month period, I experienced numerous instances where unfamiliar clinicians made changes to my medication regimen and dosages without prior consultation with me. There were also several occasions when medication requests were declined. The reception team frequently displayed unhelpful and confrontational behaviour, and despite raising three formal complaints, no meaningful improvements have been implemented. I felt pressured to reduce my medications when health concerns arose, and there were periods where I was left without essential prescriptions for several days. When I sought guidance about managing without my medications, I was informed by senior management that no support could be provided for an extended period. Overall, I felt a lack of care and support throughout my experience. I would recommend looking elsewhere for healthcare services.

Kept going back and forth without resolution

I find myself making repeated visits to the practice without seeing my concerns being addressed or resolved.

Reception phone message could be friendlier and shorter

The clinical team members provide excellent care. The challenge of accessing in-person consultations reflects a wider systemic issue stemming from increased patient numbers and resource constraints. The practice has implemented several beneficial changes to how they communicate with patients over time. However, there are concerns about the reception team's stability, as turnover appears high, and their responses to administrative errors can seem somewhat guarded. The recorded message played at the start of calls comes across as lengthy and somewhat discouraging, which feels particularly frustrating when you subsequently discover there is a significant wait ahead. This introductory message could benefit from being condensed and delivered with greater warmth to better serve patients' needs.

Medication request denied without explanation

I requested a medication adjustment and was provided with a supply that appeared insufficient for the prescribed duration based on the stated daily dosage. When I asked for additional medication to be authorised, my request was not processed and I received no communication regarding the decision.

Impossible to book appointments with doctors

I have only rated 1 star as I cannot rate zero. Obtaining an appointment with a doctor is extremely challenging. The nursing area is consistently busy and the staff work diligently. However, on recent visits, despite the waiting area downstairs being empty, no doctor appointments have been available. I feel the service does not represent good value. I underwent tests conducted by nursing staff that required doctor review, but over a month has passed without results. I have followed up twice and been informed that the doctor has not yet had the opportunity to review them.

Impossible to book appointments through phone queues

It is extremely difficult to secure an appointment at this practice. When calling early in the day, I have experienced lengthy waiting times on hold only to be informed that no slots are available. The continuity of care is poor, as I consistently see different clinicians who lack familiarity with my medical history. I attempted to escalate my concerns by requesting to speak with management, and although I was assured I would receive a callback, this never materialised. It seems contradictory that the practice advertises for new patients while struggling to adequately serve existing ones.

Phone queue dropped her call without answer

My wife called on a Friday afternoon. She was second in the queue when she joined. Within a few minutes she became first in the queue. She waited for approximately twenty minutes for her call to be answered, but the call was terminated from the surgery end before anyone picked up. Her call went unanswered. This experience represents a disappointing level of service.

Felt genuinely listened to and well supported

The clinical team at the practice have been marvellous. The level of care and support given to my family member has been outstanding.

Stopped my medication without any warning

I have never experienced such an unhelpful approach from a medical practice. Medication was discontinued without prior notification, and there was a refusal to reinstate it during a period of transitioning between practitioners. If you are considering registering with this surgery, I would advise against it.

Always there when I need them

I have consistently had a positive experience with this practice. Whenever I require medical attention, the staff have been readily available and supportive.

Reception blocked appointment without basic information

I have found this surgery to be deeply frustrating to use. The experience has been problematic from the start. I attended with a health concern and was directed to see a specific clinician, but after several months of attempting to secure an appointment, that clinician left the practice while my issue remained unresolved and continued to deteriorate. I was then told I could see any available clinician instead. Despite giving the practice multiple chances over the years, I have encountered ongoing difficulties. Even after restrictions were lifted across the country, the practice continued to limit face-to-face appointments. When I was advised by another service to arrange blood tests, I was required to book a GP appointment first, which felt like an unnecessary step. Additionally, when my child developed what I later learned was chickenpox, the receptionist refused to schedule an appointment until the condition was identified, creating a circular problem since I needed the appointment to find out what was wrong. I would exercise caution before choosing this practice and would recommend carefully considering other options.

Practice ignored repeated concerns about serious symptoms

What does it take to actually get an appointment? When someone presents with serious health concerns after visiting weeks prior and receives the same medication they were already taking without further investigation, it raises questions. Multiple follow-up calls result in being told appointments aren't available unless it's classified as an emergency. It's difficult to understand why a significant health condition wouldn't be treated with appropriate urgency. After being referred elsewhere and prescribed medication, the situation deteriorated to the point of hospitalisation. This experience has been deeply troubling and raises serious concerns about the level of care provided.

Long wait times finally made me switch

The rating reflects my experience entirely. I have been a patient there for quite some time and I'm uncertain why I didn't make the decision to switch practices earlier.

Impossible to book appointments here

This practice has provided me with an extremely disappointing experience. I have found it exceptionally difficult to secure appointments at any time. The reception staff have come across as lacking in empathy and have not been particularly helpful with my enquiries. The clinical staff appear to be unaware of the service issues that patients are experiencing. I am relocating soon and plan to register with a different practice.

Long waits and dismissive attitude throughout

Extremely poor experience with this practice. I would recommend looking elsewhere for your healthcare needs as the service does not meet expectations. Every visit involves unnecessary complications and extended waiting times beyond the scheduled appointment slot. The overall experience was very disappointing and I would suggest avoiding this surgery.

Reception staff were dismissive and unhelpful

The standard of care provided to patients fell significantly short of expectations.

Much more professional across the board now

What a remarkable change over the course of a year – the service has become noticeably more professional across all aspects. Excellent work and well deserved recognition.