Plas Ffynnon Medical Centre
Average! (63 reviews)
Average! (63 reviews)
Patient feedback reveals a mixed experience with significant variation in service quality across different areas of the practice. Medical care receives consistent praise, with patients highlighting compassionate and attentive doctors and nursing staff who demonstrate genuine concern and professional competence. However, appointment access presents a substantial challenge, with multiple patients reporting difficulties booking in advance, lengthy phone waiting times, and frustration with same-day-only booking systems that create barriers for those juggling work and childcare commitments. Reception experience is similarly polarised, ranging from reports of prompt, helpful service to accounts of dismissive and uncooperative interactions.
Communication gaps emerge as a recurring concern, particularly around changes in GP continuity and unclear booking policies. Several patients describe confusion about appointment availability and conflicting information from staff about advance booking options. Waiting times and scheduling delays are mentioned by some, though others report seamless appointment access and responsive phone service. The practice environment, facilities, and parking receive positive feedback, and patients consistently appreciate the welcoming atmosphere when they do access care.
Where patients have experienced continuity with specific doctors, satisfaction levels are notably higher, suggesting that consistency in care relationships significantly impacts overall experience. The contrast between positive feedback about clinical care and negative feedback about access systems indicates that operational and administrative processes may not be matching the quality of medical provision.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
Respond to patient reviews
Monitor satisfaction trends
Generate CQC evidence reports
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Patient feedback reveals a mixed experience with significant variation in service quality across different areas of the practice. Medical care receives consistent praise, with patients highlighting compassionate and attentive doctors and nursing staff who demonstrate genuine concern and professional competence. However, appointment access presents a substantial challenge, with multiple patients reporting difficulties booking in advance, lengthy phone waiting times, and frustration with same-day-only booking systems that create barriers for those juggling work and childcare commitments. Reception experience is similarly polarised, ranging from reports of prompt, helpful service to accounts of dismissive and uncooperative interactions.
Communication gaps emerge as a recurring concern, particularly around changes in GP continuity and unclear booking policies. Several patients describe confusion about appointment availability and conflicting information from staff about advance booking options. Waiting times and scheduling delays are mentioned by some, though others report seamless appointment access and responsive phone service. The practice environment, facilities, and parking receive positive feedback, and patients consistently appreciate the welcoming atmosphere when they do access care.
Where patients have experienced continuity with specific doctors, satisfaction levels are notably higher, suggesting that consistency in care relationships significantly impacts overall experience. The contrast between positive feedback about clinical care and negative feedback about access systems indicates that operational and administrative processes may not be matching the quality of medical provision.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Nigel H.
8 years ago
Excellent!
Lifesaving care through my liver transplant
OUTSTANDING SUPPORT FROM THE START WHEN I FIRST LEARNED ABOUT MY LIVER CONDITION 7 YEARS AGO, AND CONTINUING THROUGH MY LIVER TRANSPLANT, NOW ASSISTING ME IN MANAGING MY TYPE 2 DIABETES
Tine S.
8 years ago
Bad!
Frustrating on-the-day appointment system
This medical practice used to be excellent, but their top general practitioner departed some time ago without any communication to patients, and the quality of service has steadily declined. We're now completely in the dark about who our designated doctor is. They've implemented a same-day emergency appointment system that requires calling precisely at 8am to secure a slot. This works wonderfully if you have the luxury of repeatedly redialing without interruption, but for those of us juggling work and childcare, it's incredibly frustrating. Call even slightly late, and you're instructed to try again the next morning in an endless cycle. While this approach might suit those with urgent, immediate medical needs who can dedicate an hour to phone attempts, patients with ongoing chronic conditions find it virtually impossible to get an appointment without resorting to their paid private services.
Luke M.
9 years ago
Bad!
Five minutes late and completely dismissed
Completely absurd situation! I arrived for a scheduled DOUBLE SLOT appointment, and they flat-out denied me service simply because I was five minutes behind schedule. The medical issue I needed addressed would have taken mere moments to resolve, yet the staff and physician were utterly unwilling to accommodate me. The level of customer service was shockingly poor, and the entire team demonstrated a complete lack of professionalism and basic courtesy.