Posterngate Surgery

Long wait but appointment eventually happened

I experienced a significant delay beyond my scheduled appointment time due to the practitioner running behind schedule.

Practice missed serious illness during year-long neglect

The medical practice did not provide adequate attention to my father's needs over an extended period. It was only when he attended the emergency department that a serious condition was identified. I would recommend considering alternative healthcare providers.

Prescription wasn't ready despite waiting days

I had my prescription placed in the letterbox on Saturday. When I returned to collect it on Wednesday, allowing for two complete working days plus additional time, it still wasn't prepared. I came back on Thursday, and I was surprised to see that the prescription itself clearly stated in green highlighting at the top that 48 hours notice is required. I'm quite puzzled by how this practice operates.

Reception staff could be more welcoming

Excellent clinical staff who provided outstanding care. Administrative processes can be inconsistent and the practice does not always respond positively to patient feedback. Once you navigate past the initial reception stage, the experience improves considerably.

Quick callback solved my prescription issue

I've experienced a couple of challenges with my repeat prescription requests over recent months. While these were eventually resolved, I'm very grateful for the support received. Not only was the immediate issue addressed, but the root cause was identified and steps were taken to prevent similar problems occurring again. I received a callback within a short timeframe of making my initial contact. The assistance provided was excellent and delivered in a friendly manner.

Easier to get face to face appointments now

It has become considerably more straightforward to communicate with the practice and arrange in-person consultations.

Reception staff got my name wrong repeatedly

I arrived on time for my scheduled appointment but experienced a significant delay of approximately one hour. When I approached the front desk to inquire about the wait, I found the staff unhelpful and noticed they referred to me by an incorrect name. After waiting a total of over an hour and a quarter, I asked again for an update on my appointment status, only to be addressed by the wrong name once more and instructed to continue waiting. When I explained that I was unable to wait any further, the receptionist appeared to view my concern as unreasonable. This experience was frustrating, particularly as I had also received a call earlier in the week from the practice regarding a medical matter that did not pertain to me, suggesting there may be ongoing issues with patient identification and record management that warrant attention.

Reception helped me book around my holiday plans

The reception team provided excellent service, among the best I have experienced. Despite a longer wait time, the staff member ensured I could secure an appointment at a convenient time and gave me clear guidance on how to access online prescription ordering. This was particularly helpful as I was preparing for an upcoming trip and needed to replenish my medication supply.

Reception staff took time to listen

Excellent service. I recognise how demanding the workload is for the team, which must be quite challenging, but one of the reception staff members took the time to listen carefully and genuinely helped resolve my concern. The clinician I saw was equally impressive and made me feel truly understood, asking thoughtful and relevant questions throughout the appointment. I'm very grateful for the care I received.

Reception staff treated us with genuine kindness

We have been registered with this practice since relocating to the area three years ago. My husband has significant health needs and has consistently received nothing but compassion and support from every member of staff, including those at reception and all the clinical professionals. As my husband's primary carer, I am always treated with consideration and understanding, and the team goes above and beyond to help. Issues are addressed promptly whenever they arise. We are very satisfied with the care provided and would not consider changing practices.

Reception staff dismissive about back pain concerns

My partner, who has previously attended various practitioners, visited this surgery today regarding a longstanding back concern that has been present since adolescence. She was seeking an assessment with the hope of being referred for imaging to help identify potential underlying issues, as she felt other avenues had been explored. However, the advice provided consisted of general comments about pain being a normal human experience and suggestions to apply heat. I found the consultation disappointing and felt the response did not adequately address her concerns or meet the standard of care I would have expected.

Appointment promises weren't followed through

I experienced difficulties with one of my legs approximately four months prior. Following a consultation at this practice, I was informed that a hospital appointment would be arranged for me. Unfortunately, this arrangement never materialised. Additionally, my spouse has been dealing with digestive issues, and the medical professionals here have not seemed to prescribe appropriate medication. The level of guidance received feels comparable to conducting an online search rather than receiving specialist medical advice.

Felt listened to during my appointment

I had a very positive interaction with the healthcare professional who was attending to my care.

Professional team made me feel safe

The entire team demonstrated professionalism throughout my visit. They are currently managing their responsibilities very well and handling the vaccination programme effectively. I felt secure and comfortable during my time at the practice. 👍👍👍🏅👍👍👍

Friendly practice with efficient vaccination service

Recently received a vaccination and the experience was excellent throughout. The practice is a pleasant and welcoming environment to visit.

Hard to book, long waits after appointment

When an appointment can be secured, there tends to be a considerable wait beyond the scheduled time. On one occasion, a member of the reception team was unhelpful in their manner.

Quick and efficient flu jab appointment

The practice has managed to adjust effectively to present circumstances. I attended for a routine vaccination and the entire visit was completed swiftly in under two minutes, with everything running smoothly and efficiently.

Receptionist sorted my missed appointment quickly

I missed my vaccination appointment, but the receptionist at the surgery was wonderfully kind and understanding, quickly arranging a replacement slot for me that same morning. The healthcare professional who administered the vaccination was equally pleasant and helpful. I'm very grateful to both of them for their assistance.

Vulnerable patient left without proper medical review

I ceased being a patient at this practice as of yesterday, having registered in February of this year. While I understand the challenges posed by the pandemic, my classification as vulnerable meant I received only three telephone consultations throughout my time here, with no face-to-face appointments or meetings with clinical staff. During one call, a receptionist conveyed a diagnosis and the subsequent prescription of antibiotics and steroid tablets. Given my underlying respiratory condition, I was deeply concerned by what appeared to be insufficient oversight and support. My single conversation with my allocated clinician left me feeling dismissed and unsupported, which contributed to my requiring emergency hospital transport. Upon assessment in the emergency department, the attending clinician expressed surprise that I had not received any clinical review since my registration in February, despite it now being August, and subsequently sent correspondence recommending that a comprehensive review and medication assessment be arranged. I have significant concerns about the standard of care provided to other vulnerable patients registered with this practice. I would not feel comfortable recommending this surgery to anyone.

Repeat prescription wasn't transferred to new records

I have found the experience disappointing so far and have concluded that I should discontinue my medication. When a medication that was previously prescribed and on my repeat list is not included on the current records, it feels as though there may be a lack of continuity in my care. This is not the only concern I have with the practice, and I am uncertain about how to proceed moving forward. If this represents the standard of care being provided in this region, there is clearly room for significant improvement. My existing concerns about healthcare have been reinforced by this experience.