Primrose Surgery

Phone lines impossible to reach during business hours

Very disappointed with the approach to patient care and communication. The phone lines are consistently difficult to reach, with extended wait times even for professional enquiries. There have been recurring issues with prescription accuracy and timeliness, which is particularly frustrating given the importance of the medication involved. When concerns are raised, the response has felt dismissive rather than collaborative. The clinical interactions have left me feeling unheard and without adequate involvement in decisions about my own care. Since switching from my previous practice, I have found myself wishing I had remained with my former provider. Overall, my experience has been significantly below expectations.

Phone queues take forever to get through

I had a very negative experience with the staff at this practice. The clinical and administrative team came across as unhelpful and unprofessional in their interactions with me. I found it particularly frustrating that phone calls often went unanswered for extended periods, which made it difficult to get through when I needed assistance. The information I received was inconsistent, with different staff members providing conflicting guidance. I also noticed concerns about the completeness of my medical records, as it appeared that not all details from my visits were properly documented. This lack of thorough record-keeping was problematic, as it meant there was no written evidence of certain interactions. Overall, I felt the practice fell short in several areas of care and communication.

Registration process requires multiple unnecessary appointments

The registration procedure appears unnecessarily complicated. The practice schedules an initial appointment solely to collect documentation, followed by a separate appointment with nursing staff for matters that could reasonably have been addressed during the first visit. This seems inefficient and I would recommend looking elsewhere. I have been managing a mental health condition and currently find myself without necessary medication while awaiting registration completion. This situation is concerning given my ongoing health needs. When I requested to bring in my medication packaging to discuss prescription options, I was advised to do so. Upon asking to speak with management about my experience, I was informed they do not meet with patients regarding such matters. As someone who contributes to the NHS through taxation and prescription charges, I find this approach frustrating and believe it reflects broader issues affecting healthcare services. I hold relevant qualifications in health and social care.

Long phone waits and unhelpful reception staff

DISAPPOINTING SERVICE. I called seeking an urgent appointment and experienced a lengthy wait before my call was answered. Following advice to contact my healthcare provider, I found the reception staff unhelpful when I finally got through. Despite explaining I was in considerable discomfort, I was asked to wait an hour for an appointment to be arranged. Several hours passed without a callback, and my subsequent attempts to reach the practice went unanswered. On a previous visit to the surgery, I observed what appeared to be staff not prioritising phone duties. I found this experience frustrating and am considering changing my healthcare provider.

Professional staff with multilingual support available

Excellent service standards and knowledgeable team members who are multilingual and able to communicate in various languages.

Long phone waits make booking appointments difficult

The appointment booking system requires making a telephone call, and during my recent attempt, I waited on the line for an extended period without anyone picking up. I found this experience quite frustrating and disappointing. The practice appears to struggle with managing appointment availability, which may be due to staffing constraints or operational challenges. In my experience, securing an appointment has been difficult on multiple occasions. I have decided to seek care elsewhere and would recommend that others carefully consider whether this practice meets their needs.