Primrose Surgery

Long wait to book an appointment here

This practice has not met my expectations. I waited in the morning queue to secure an appointment, which was subsequently confirmed, but the scheduled consultation did not proceed as planned. I found the interactions with staff members to be unwelcoming. I would not suggest this practice to others. The standard of service appears to have declined compared to my previous experiences.

Phone appointments make proper assessment difficult

This practice has not met my expectations based on my experiences. Despite the passage of time since the pandemic, remote consultations remain the primary appointment option, and I find these consultations inadequate for thorough clinical assessment. The clinical and nursing staff have not demonstrated the level of professionalism and compassion I would expect. I have encountered several instances where administrative processes appear to have fallen short, including concerns about sample handling and delayed communication of test outcomes. Additionally, there have been delays in scheduling routine preventative care for my child despite my attempts to follow up.

Long phone queues made appointment difficult

I called the surgery early in the morning regarding my child who was unwell. The wait time to speak with someone was quite lengthy. After approximately an hour, the receptionist indicated that they were unable to see my child at that time due to being busy, and suggested that I might be better served by registering with a different practice.

Couldn't get through on the morning call

Called the surgery early in the morning regarding my daughter's serious illness, but was informed that the practice was unable to accommodate an appointment due to being fully booked. Very disappointing service.

Rude reception made me feel unwelcome

This surgery provided an extremely disappointing experience. The healthcare professional demonstrated poor communication skills and displayed an unwelcoming attitude throughout the appointment. The overall manner of interaction felt dismissive and disrespectful. If it were possible to seek care elsewhere, that would likely be preferable.

Reception staff made things worse than they needed to

The clinical staff and reception team did not meet my expectations. I found the service to be inefficient and felt that the level of experience and attention to detail was inadequate. I was disappointed with the overall quality of care provided and am considering finding alternative healthcare provision.

Dismissed and sent home with painkillers instead

If I could rate this surgery lower than one star, I would. This has been the poorest standard of care I have experienced at any medical practice, with staff members who appeared unhelpful and dismissive throughout. I have been passed back and forth repeatedly whilst attempting to have a health concern properly investigated, only to be advised to manage symptoms with pain relief, despite the underlying cause seeming worthy of proper attention. Following two weeks of being dismissed, having my symptoms looked up in front of me and given medication to experiment with, I was eventually referred for an urgent blood test scheduled for a Saturday. Upon arrival, I discovered that the appointment had been incorrectly booked with a doctor rather than a phlebotomist, and I was informed that doctors do not typically perform this procedure. I was instructed to contact the practice on Monday morning when I requested to be rescheduled with appropriate staff the same day, a request that was refused. Healthcare professionals should demonstrate a genuine commitment to patient wellbeing and support. Throughout my experience at this practice, I observed a concerning lack of compassion towards patients. Those working in healthcare should ensure they are genuinely committed to helping people and suited to their role.

Staff kept their promises and showed genuine care

I would like to commend the entire team at this practice. They consistently demonstrate politeness and helpfulness, and they follow through on their commitments, such as returning calls when promised. The staff go the extra mile to assist wherever they can. When difficulties do arise, as can happen in any healthcare setting, they respond with genuine concern and make genuine efforts to put things right.

Long wait but helpful callback from GP

I've been experiencing severe back pain over the past week that was progressively worsening, so I contacted the out-of-hours service for guidance. They explained their limitations regarding what they could assist with remotely. It had been quite some time since my last contact with my practice. While there was a delay in getting through initially, the staff member who answered assured me that someone would return my call. A clinician did call back personally and demonstrated a caring and supportive approach, promptly arranging a painkiller prescription for me to collect from my local pharmacy right away.

Phone appointments meant repeating myself constantly

This practice was disappointing. I was absent from work for an extended period due to health concerns and was never offered an in-person appointment. The phone consultations were consistently with different clinicians who were unfamiliar with my background, requiring me to repeatedly describe my symptoms from scratch. When I raised a potential diagnosis, it was not taken seriously. I have since transferred to a different practice and have now received that diagnosis confirmed.

Long wait times for prescription ordering calls

I've been waiting for approximately half an hour now without anyone picking up my call. My only intention is to request a prescription refill.

Felt genuinely listened to and understood

A clinician at this practice is a credit to the team, demonstrating excellent medical knowledge alongside a patient and understanding approach. I hope they are aware of the positive regard in which they are held by those they serve.

Online booking made getting same-day appointments easy

I have nothing but praise for the service at this practice. I've been attending for a long time and have a preferred clinician who I see regularly due to my complex health needs. However, the other staff members are equally pleasant if my preferred clinician is unavailable, and I always receive the support I need. I use the online appointment system and can consistently secure appointments, often on the same day. I also request my medications through the system, which are typically sent to my pharmacy the same day. Thank you to all the staff who assist me.

Long wait times and poor communication

Extremely disappointing experience at this practice.

Disorganised practice with declining standards

The practice has declined significantly from its previous standard. The current level of professionalism and organisation falls short of expectations.

Medication orders delayed through multiple channels

This practice has been very disappointing. I requested my medication and it has not yet been authorised. I have been without my treatment for several days now. Additionally, I found the reception staff to be unhelpful. I switched to ordering my medication through the online system to avoid previous issues with telephone ordering, but unfortunately the delays persist regardless of which method I use.

Long wait times and unhelpful reception staff

I had a very poor experience at this general practice.

Lost urine sample caused unnecessary delay

I was experiencing significant abdominal discomfort and was asked to provide a urine sample at the surgery. I attended the clinic to submit the sample as requested. However, it appears the sample was not located when I followed up. This was particularly frustrating given that I had been dealing with considerable pain for an extended period. When I checked my medical records online, there was no documentation indicating that I had attended to provide the sample, which added to my concerns about what had occurred.

Phone lines keep cutting off frustratingly

This practice does not deserve a positive rating. Attempting to contact them by phone results in frequent disconnections. Securing an appointment at this location proves to be extremely difficult.

Promised callback never arrived

I arranged an appointment for my child this morning and informed the reception staff that he was experiencing a high temperature for several days. I was told that a clinician would contact me, so I waited throughout the day. When I followed up to inquire about the call, I was informed that contact had been attempted, however I had no record of any incoming call on my phone. It appears that the practice may document calls as made without actually reaching patients. Based on this experience, I would hesitate to recommend this surgery to those unfamiliar with the practice.