Posterngate Surgery

Friendly pharmacy staff made me feel welcome

I appreciate the wonderful service provided by the friendly team members who consistently deliver their work with genuine warmth and enthusiasm. This establishment appears to be highly regarded within the local community! I have been genuinely satisfied with the level of support offered and the welcoming environment maintained throughout my visits. My positive experiences with this service extend back quite some time now. I am grateful to the entire team for their continued dedication and commitment to helping their patients. I wish you all many rewarding and enjoyable moments in your professional roles! With kind regards!

Grateful for continuity through the years

I am 78 years old and have witnessed many changes in healthcare providers over the years, some of whom I miss. However, I am very grateful to be a member of this practice. Thank you.

Receptionist wouldn't let me book an appointment

The reception staff appear to be quite restrictive regarding appointment access and seem unwilling to accommodate patient requests for consultations.

Staff made me feel safe to open up

I want to express my gratitude for the compassionate and attentive care I have received from the team at this practice. I would particularly like to highlight one clinician who demonstrated exceptional kindness and understanding during my initial visit. They created a welcoming atmosphere that allowed me to feel comfortable and secure enough to discuss matters I had struggled to address for many years. They thoughtfully referred me to other colleagues within the practice who have also been instrumental in supporting my care. I am equally appreciative of another clinician at the practice who has handled several health concerns with empathy and pragmatism, providing helpful solutions and responding promptly to implement agreed plans that have positively impacted my wellbeing. I am grateful to all members of staff for their dedication and support throughout my time at the practice.

Long-term patients value the consistent care here

I have consistently had a positive experience at this practice throughout my many years as a patient. The clinical team and all support staff I have encountered have been excellent. I am very grateful for the care provided.

Reception staff put me at ease before appointment

I recently received a vaccination at the practice and wanted to express my appreciation for the exceptional care I received. As someone who experiences heightened anxiety around medical procedures, I was apprehensive beforehand. However, the healthcare professional who assisted me demonstrated remarkable kindness, empathy, and professionalism that helped ease my concerns. They took time to explain everything in a clear and reassuring manner, and their gentle and considerate approach made the experience far more comfortable than I had anticipated. I was genuinely impressed by the level of professionalism and compassion shown throughout, and I feel fortunate to have received such attentive care. Thank you for providing such excellent support during my visit.

Receptionist helped arrange same-day appointment

The staff at this practice are absolutely wonderful and consistently go the extra mile. The receptionist was particularly helpful and managed to arrange a same-day appointment for me. I would also like to express my gratitude to the clinician I saw, who provided exceptional care and went above and beyond in their support. Thank you so much for everything.

Thorough preparation made the difference

Another excellent experience. The medical practitioner had clearly prepared thoroughly before my appointment and was able to perform a technique that provided relief for my symptoms. I was also provided with helpful resources and an exercise plan to take home. I did not anticipate such attentiveness and clinical skill, and I can only commend this knowledgeable professional.

Reception staff were dismissive and unhelpful

It is disappointing that this practice continues to employ staff at reception who communicate with patients in a manner that feels unwelcoming and dismissive. The interactions we experienced were particularly frustrating, with an attitude that seemed unnecessarily officious and condescending. Like other families, we have decided to seek care elsewhere. Additionally, the parking charges at this location feel excessive and appear to be more about generating revenue than serving patients fairly.

Long waits and rushed consultations forced a switch

I regret to say that after nearly four decades as a patient, I felt compelled to leave and register with a different practice. The standard of care had become insufficient for my needs. Appointment availability was problematic, with waits of several weeks being common, and once an appointment was secured, I typically spent 45 to 60 minutes in the waiting area. The situation was compounded by the manual calling system currently in use, which is less efficient than the electronic system that operated before the pandemic and was never reinstated. During consultations, I sometimes felt hurried through my appointments. Test results from hospital referrals were not reviewed with me, and ongoing health concerns were not monitored. The reception team appeared reluctant to accept online appointment requests for routine matters, yet paradoxically sent me a form to complete when I attended in person to book an appointment. On one occasion, I received an incorrect dosage of medication. I raised a formal complaint with the practice management, and while I appreciated the thoughtful and fair response I received, it did not address the ongoing decline in service quality, which ultimately led me to seek care elsewhere. It is unfortunate, as the practice facilities are pleasant and some clinical staff members are genuinely excellent, though regrettably they represent a smaller proportion of the team and are undermined by performance issues elsewhere. The most recent regulatory assessment was conducted in 2016 and awarded a positive rating, but circumstances have altered considerably since that time. The pandemic appears to have been a significant turning point in the practice's trajectory. This situation reflects broader challenges within healthcare provision.

Felt genuinely listened to and well supported

I have been very pleased with the care I have received over the past several months. The team demonstrated genuine compassion and took time to listen to my concerns, while also making sure I received the necessary investigations. There was a lengthy wait for one imaging appointment at a local facility, though I recognise this reflects broader systemic challenges rather than any failing of the service itself. The ongoing effects of resource constraints have placed considerable strain on what remains an invaluable service. As I continue to work through my health concerns, I feel confident that the practice team will provide me with the support I need moving forward.

Phone queues improved after switching practices

I was a patient at my previous practice for approximately 65 years and found it to be satisfactory until the pandemic, after which I felt the service changed significantly. I had been receiving regular injections every eight weeks, but was informed by a staff member when the pandemic began that I no longer required them. Without my knowledge, this proved to be incorrect, and after several months I experienced considerable weakness. Following a further period of time, I requested a blood test which revealed my levels were substantially depleted, resulting in a course of injections over a two-week period. During this time, I noticed that calls to the practice consistently placed me far back in the queue, which I found concerning. Due to these experiences, I decided to transfer to my current practice, where I have found the service to be excellent, with staff being responsive and accommodating to my needs.

Long waits but staff doing their best

I feel disappointed by the current state of healthcare services in this country. The pressures on medical professionals must be considerable.

Caring staff despite the constraints

I cannot fault this practice whatsoever. The care I have received has been outstanding, particularly given the various limitations the surgery operates under. The clinical team and support staff have consistently demonstrated genuine compassion and dedication throughout my visits.

Receptionists went the extra mile with prescription help

We are extremely fortunate to have such an outstanding medical practice in our area. There is a genuine commitment to helping patients, with compassionate and responsive clinical and support staff throughout. This review particularly recognises the often-overlooked contributions of the front-of-house team, who have been exemplary during my recent interactions with them. Once during a phone call some weeks ago and again yesterday when a helpful team member assisted my husband at the desk. My husband manages his ongoing medication requirements independently, which requires considerable effort given the complexity involved. However, unbeknownst to me, he encountered difficulty requesting an additional item that wasn't part of his standard arrangement. I arrived to find him speaking with a receptionist who demonstrated genuine kindness and understanding, not only processing the request themselves but also coordinating with the pharmacy to fulfil it the same day. This represents genuine commitment to going above and beyond, and I am deeply grateful for the support provided. Living some distance away and with work commitments that keep us occupied, this level of service has made a meaningful difference to our situation. Sincere appreciation to everyone involved.

Long waits and phone booking caused frustration

I attended the practice on two separate occasions during my secondary school years due to a respiratory infection. On both visits, I experienced lengthy waiting times before being seen. Update: I was subsequently contacted by telephone for a follow-up consultation, however I had difficulty hearing the call due to poor signal quality. I was informed that another attempt would be made on a Monday morning. During this interaction, I felt that a staff member was dismissive and suggested that neither I nor my accompanying family member were engaging properly with the consultation. However, I believe we were listening attentively throughout. In my view, it would have been more appropriate to arrange an in-person appointment rather than conducting the consultation over the phone.

Admin team could be more helpful

I haven't had cause to use their services frequently, which is positive, but during the limited times I have attended, I found the administrative and office staff challenging to deal with.

Helpful staff kept me well informed

I have found the medical professionals and team members to be very helpful and approachable. I have received phone communications to stay informed about various matters. I have reviewed feedback from other patients and struggle to identify any legitimate concerns they have raised.

Reception staff attitudes vary considerably here

Received a parking fine while attending the surgery, despite being a legitimate patient visit. The management response to this issue was perceived as dismissive and unhelpful. One member of the reception staff was exceptionally pleasant and demonstrated genuine care, consistently going the extra mile in their role. However, the remainder of the reception team came across as unwelcoming and discourteous. After 15 years as a patient, the overall standard of care has noticeably declined, which has led to the decision to seek alternative healthcare provision.

Unwelcoming receptionists and unfair parking enforcement

The reception staff came across as unwelcoming and dismissive, and there was an issue with a parking fine of £100 for exceeding the allocated time by a small margin, particularly given that the appointment itself ran behind schedule. The car park appeared to have very limited availability despite the waiting area not being particularly full, raising questions about who such policies are designed to benefit. When the fine was challenged, the practice sided with the parking enforcement company rather than supporting the patient, even after acknowledging the appointment delay. Additionally, the building frequently experiences congestion, with patients sometimes needing to queue outside in poor weather for extended periods. The reception team has been observed treating other patients poorly on multiple occasions, and interactions have been perfunctory rather than warm or welcoming. However, the clinical staff provided good care and were pleasant throughout.