Pendeen Surgery

Efficient blood test with a caring approach

Excellent experience with the blood test procedure, which was carried out very efficiently and professionally. This was among the best I've experienced.

Quick vaccination appointment with friendly staff

I recently attended an appointment for a vaccination. It was a positive experience overall, with minimal waiting time and the staff members were approachable and made me feel welcome.

Phone booking system needs urgent improvement

I have been attending this surgery since childhood for many years. Prior to the pandemic, I consistently found the service to be of a high standard, with prompt telephone responses and straightforward appointment booking. The situation has shifted considerably since then. Obtaining an appointment now requires calling at opening time to access the limited same-day slots available. I have found that attending in person at opening time tends to yield a more immediate response from reception staff. That said, when I recently required urgent medical attention, I was seen and treated promptly and respectfully, which has genuinely benefited my health and wellbeing. I would suggest that improvements could be made to the telephone system to reduce automated queuing and enable faster call answering, particularly for those unable to attend the surgery at opening time. Additionally, extending appointment availability beyond the current two-week window to allow advance bookings at three weeks to three months would be beneficial, especially when recommended by clinical staff. This would remove the need to remember to book appointments at a later date, which often results in difficulty securing a slot due to the constraints mentioned above. While I have reservations about the current telephone and booking procedures, I have no complaints about the staff members themselves, from reception through to the clinical team.

Efficient booking and quick appointment access

Can't fault the reception staff - they were very efficient and got me an appointment with the doctor straight away.

Phlebotomy appointment was painless and efficient

Exceptional care from the phlebotomy team, with an incredible talent for taking blood samples in a way that patients barely notice.

Helpful reception staff made registration smooth

I've recently joined this practice and have been thoroughly impressed with the standard of care and assistance provided. The front desk staff are consistently helpful and approachable, while the clinical team demonstrate professionalism and genuine support. The clinician who assessed my health concerns was attentive and comprehensive in their approach. I'm a satisfied patient.

Staff were genuinely friendly and welcoming

I'm delighted to have returned to this practice after spending three years away in another region. The entire team has been wonderfully welcoming and supportive. Both my husband and I have found the staff to be excellent, particularly appreciating the phlebotomist who has been skilfully managing blood tests for many years, and the staff member who provided invaluable assistance during our relocation back to the area.

Quick blood draw with skilled hands

Attended a blood draw appointment with the phlebotomy team. The clinician demonstrated exceptional skill and professionalism throughout the procedure. Despite having difficult veins, they were able to complete the blood draw successfully. They are clearly a valued member of the NHS staff.

Helpful staff who always listen to concerns

Excellent practice that has consistently met my expectations, and I'm grateful for the dedication shown by the team.

Dismissed symptoms despite significant weight loss

I had a disappointing experience with my care. I felt my symptoms were not adequately investigated despite experiencing significant physical changes. I was concerned that important warning signs were overlooked. I have concerns about relying solely on certain test results when clinical presentation suggests further investigation may be warranted. Overall, I felt let down by the approach taken to my health concerns.

Helpful and attentive during my visit

Excellent healthcare professional who provided valuable assistance.

Staff were kind but appointments took forever

The team here is very pleasant, though they are medical professionals.

Doctors didn't seem to care about helping

The service provided fell short of expectations, with staff appearing disengaged and unwilling to assist. The overall experience was unsatisfactory and would not be recommended to others.

Couldn't get through on the phone to book

It has been extremely difficult to reach the practice to arrange an appointment. I have been attempting to contact them repeatedly from early morning as I am unwell and require medical attention, but the automated telephone system directed me to seek alternative services instead. I also found it challenging to get through to the suggested alternative service. I am frustrated with the current state of accessibility within the healthcare system.

Friendly reception made the visit worthwhile

I believe the service is excellent.

Receptionist and staff made getting same-day appointments easy

The reception team at this practice and the clinicians consistently demonstrate exceptional service. I have always been able to secure an appointment when needed without difficulty. I am very grateful for the dedication shown by all staff members during these challenging times.

Reception staff weren't willing to help much

A frustrating experience where the staff seemed unwilling to make even minor efforts to assist. Asking questions felt like an unreasonable burden, and this attitude appeared to be longstanding rather than a recent change.

Booking system made multiple visits necessary

I have been attempting to arrange my infant's developmental assessment since he was five weeks of age. Initially, I was advised that no appointments were available and instructed to contact the practice on the day of the scheduled visit for a same-day slot. When I called on that date, I was informed the assessment would be postponed until eight weeks alongside routine vaccinations, but that I could not book this in advance and would need to ring back on the relevant day. I called the day before the eight-week mark and was told I could only schedule an appointment from the following week onwards. An appointment was eventually secured for the assessment and vaccinations approximately one week later, by which time my baby was nine weeks old. Upon attending today's appointment, I discovered the booking only included vaccinations and not the developmental check. As no clinical staff were available to conduct the assessment, I have been asked to return on a separate occasion. I find this level of service unsatisfactory. I am concerned about bringing my infant to the surgery repeatedly when this could have been avoided with better coordination. I would have expected healthcare providers to recognise the importance of minimising unnecessary visits during this period and to have managed the scheduling more effectively.

Team really listened and helped me through

Wonderful practice, the staff do an excellent job. On two separate occasions they have provided me with valuable assistance. Keep up the fantastic work team, you're doing a brilliant job. I understand how challenging the NHS can be and how demanding each position within it actually is.

Reception staff really listened and helped solve problems

We are so sorry to have to leave this surgery after moving away. They have always been so incredibly helpful. The wonderful reception team have always done all they can to listen to the problem and sort a solution. Our huge thanks particularly go to the clinical staff who have always shown tremendous concern and have sorted problems related to ongoing health matters recently. Thanks also to the long-standing clinician who has been a constant in the surgery since we registered many years ago and was always great with our children when they were younger.