Primrose Surgery

Impossible to book an appointment here

I would not recommend this practice to anyone as it has been a frustrating experience. Obtaining an appointment to see a general practitioner is extremely difficult, with lengthy waiting periods only to be informed that there are no available slots and to try again the following day, which results in the same outcome.

Phone lines constantly busy and hard to reach

Attempting to reach the practice by telephone can be extremely challenging, with extended wait times before anyone picks up. Once you do manage to connect, you're likely to find that appointment slots are already fully reserved. The surgery tends to fill its schedule very quickly after opening each day, making it difficult to secure a booking. Based on feedback, this appears to be a consistent pattern rather than an isolated occurrence.

Staff showed little regard for patient concerns

This facility is genuinely not recommended. The team appears to lack understanding of what is occurring and demonstrates poor service standards along with concerning conduct. There is an evident attitude of indifference throughout. Despite numerous negative reviews, there seems to be no meaningful effort to prevent these problems from happening again, which raises questions about accountability. It feels as though there is a lack of proper oversight or consequences, allowing issues to persist unchecked. The overall environment seems unprofessional and the situation appears to deteriorate with each visit.

Impossible to reach the surgery by phone

I have been attempting to contact the surgery each morning since earlier in the week. On every occasion, the line has been engaged, requiring numerous attempts before successfully connecting. When I do manage to get through, I am informed that all appointments are currently taken and advised to ring back in hopes of securing a cancellation. Given my work commitments, it is challenging for me to make repeated calls. The appointment booking system requires significant improvement. I am considering whether to continue with this practice for myself and my family.

Reception staff pointed out the hand sanitiser

I attended for routine blood work and blood pressure screening. After reviewing recent feedback, I felt somewhat apprehensive, particularly as it had been quite some time since my last visit. Upon arriving ahead of schedule, I was seen promptly, and the reception staff were courteous and helpfully directed me to the hand sanitiser. The clinical staff member was friendly and the appointment proceeded smoothly without any discomfort. My questions regarding the results were addressed satisfactorily. My only observation would be that the consultation felt rather brief, though I recognise this is typical for routine procedures and the practice manages a considerable volume of similar appointments.

Reception staff were dismissive when asking about test results

I had a very negative experience with the reception staff, particularly one individual. I found their manner to be dismissive and unhelpful when I was simply trying to obtain information about my test results. They raised their voice at me without justification, which was distressing given that I was already dealing with health difficulties at the time. On another occasion, while waiting for my appointment, this staff member approached me from behind and made physical contact by tapping my shoulder rather than calling my name in the usual manner. I also observed that patients were kept waiting outside for extended periods due to social distancing measures, whilst staff remained inside with doors locked. I feel that reception staff should prioritise listening to and assisting patients, but my experience suggested otherwise. I believe this individual's approach was unprofessional and potentially harmful to vulnerable patients. I understand from conversations with other patients that my concerns are not isolated. I would hope that management would address these issues. I have been registered with this practice for 11 years, and I recall that the staff were previously more professional and courteous. Currently, I find that one of the clinical staff members demonstrates genuine patience and attentiveness when consulting with patients and makes a real effort to provide appropriate care.

Helpful staff made me feel listened to

A welcoming medical practice with helpful and friendly staff members who provide good support to patients.

Surgery staff listened and supported me well

A member of staff at the practice has provided exceptional support with my healthcare needs. The surgery and its clinical team have consistently been available to assist me with my wellbeing concerns whenever I have required help. I am very grateful for their dedication.

Long waits and feeling unheard during appointments

I would not recommend this practice. During my relative's visit, I felt the clinician was dismissive and inattentive, appearing distracted rather than fully engaged with the consultation. I was disappointed with the quality of the interaction and the lack of attentiveness shown. I would suggest considering alternative options for your healthcare needs.

Impossible to get through on the phone

This practice consistently struggles with appointment availability. The staffing levels appear insufficient for the patient demand, and the booking system relies on calling at opening time, which creates bottlenecks when many patients attempt to reach the surgery simultaneously. Missing this narrow window means lengthy waits for appointments, even when urgent care is needed. The current system is frustrating and requires improvement to better serve patients.

Reception staff too busy to answer phones

This surgery has not met my expectations and I would not recommend it to others. I found the reception experience to be frustrating, with staff appearing unavailable and difficult to reach for appointment booking. I experienced a lengthy wait for a test appointment during a period when I was unwell, which was concerning given the nature of my symptoms. I felt the reception staff were dismissive and inattentive during my interactions. I have concerns about the level of care and responsiveness at this practice and worry about how serious health issues would be managed. The overall service quality needs significant improvement, particularly regarding staff availability and patient communication.

Friendly reception and compassionate care throughout

The reception team were welcoming and approachable, and the clinical staff member who assisted me demonstrated genuine kindness and empathy throughout my visit.

Reception staff ignored phone calls repeatedly

Have you experienced difficulty reaching the reception desk? It appears that staff members may sometimes be preoccupied with other tasks rather than attending to incoming calls, which can make it challenging to get through to the practice.

Reception staff could be more welcoming and helpful

The receptionist on duty lacks warmth and appears eager to move patients along quickly. There was a clinician here previously who provided good care, but they are no longer at the practice. When requesting an urgent appointment or explaining symptoms to the receptionist, the response tends to be questioning why the call wasn't made earlier in the day, despite the issue not existing at that time. Additionally, when answering the phone, the greeting is minimal without a proper salutation, whereas a previous receptionist was notably more pleasant. I have been a patient at this surgery for quite some time, and the overall experience and atmosphere have shifted considerably over the years.

Reception team were genuinely helpful and kind

Consistently demonstrates a helpful approach.

Reception staff could be more welcoming

The team demonstrated a lack of courtesy during my visit.

Reception didn't inform me about unexpected charges

The staff were unhelpful and came across as discourteous. I submitted a form at reception requesting a letter for administrative purposes related to my son's healthcare. When I followed up after not receiving it, I was informed there would be a charge, which I had not been made aware of beforehand. This meant I was unable to obtain the letter without paying the fee. The experience felt unsupportive throughout. Appointments with the doctor are difficult to secure, and I often end up seeing other clinical staff instead. I feel frustrated about the value provided given the taxes we contribute. I would rate this experience very poorly if I could.

Straightforward service, no complaints here

Individuals often tend to magnify their experiences. In my view, it hasn't been problematic. I personally haven't encountered any issues. Regardless, I hope you have a pleasant day.

Staff went the extra mile to help

The team here is wonderful, genuinely friendly and always willing to go the extra mile for their patients. My family and I have been registered with this practice for nearly eleven years, and throughout that time we have consistently received excellent care without any concerns.

Registration process left me without records

Extremely poor service experience. I registered with this practice five months ago and submitted all necessary documentation, yet I was informed that no record could be found for me. Due to this issue, I have decided to seek care elsewhere. This practice does not merit a positive rating.