Priors Field Surgery

New management hasn't improved medication preparation

Following the change in management, the practice has consistently been unable to have my prescription ready when I attend my appointments, and there has been a lack of communication regarding this issue.

Reception was kind but waiting time was excessive

I attended for an ECG appointment. I arrived earlier than necessary, and the receptionist kindly suggested I wait as there was a possibility I might be seen sooner, which I appreciated. I then sat waiting, and during the hour and a half I was there, only one other patient was called through to see the nurse. My appointment time came and went without being called. When I was eventually called, I was asked to remove my top and take off my jewellery. I questioned this as I had never been asked to do so during previous appointments of this nature. The staff member explained she was following proper procedure. She left to fetch the ECG machine, returned, then left again as the necessary tabs were not available. Upon returning, she informed me that the ECG could not be completed as the required equipment was not present. I was told another appointment would be arranged. I got dressed and departed. I have no intention of returning for future appointments. This experience was extremely disappointing.

Long wait followed by dismissive reception staff

Experienced a lengthy wait of around ninety minutes before encountering a receptionist whose manner I found quite abrupt. I was unable to secure an appointment as the practice appears to be operating on an emergency-only basis. This seemed unusual to me, as I understood hospitals typically handle emergencies while general practices manage routine healthcare needs. I found this situation deeply disappointing and concerning. I have submitted a formal complaint requesting removal from the patient register. I would welcome the opportunity for a different practice to take over this location, one that might demonstrate greater commitment to patient care and restore the service to its former standard.

Merger changes made booking and reception harder

The practice has historically maintained high standards with patient welfare as its priority. The main area of concern previously was the condition of the waiting area. Following the recent organisational changes, the remote reception team has been less responsive than desired, and there appears to be scope for improved customer service training to address what some perceive as an unhelpful tone in interactions (though this does not apply to all staff members). The appointment booking system would benefit from a comprehensive redesign by someone with strong technical expertise, as certain repetitive prompts create unnecessary friction, and the telephone waiting experience could be significantly enhanced. It is regrettable that modifications were made to systems that were functioning adequately beforehand. The clinical and support staff deserve recognition during this transitional period. There is optimism that this represents a temporary adjustment phase and that service improvements will materialise in due course.

Impossible to reach a doctor by phone

This practice has been incredibly frustrating to deal with. I attempted to arrange a telephone consultation but was informed this wasn't available. Instead, I was directed to complete an online form with an expected response time of around five days. This timeframe feels unacceptable for accessing medical care. It's disappointing that services operate this way in the current climate, particularly given the pressures the NHS already faces. I'm very dissatisfied with this experience.

Receptionist dismissive about phone contact preferences

Had a scheduled phone consultation regarding my medication. After waiting for over an hour, I received a message indicating the healthcare provider had attempted to contact me without success. I called the practice to clarify that they may have been using an outdated landline number, as I typically receive calls on my mobile phone instead. The receptionist's response felt dismissive, and they said they would try calling again. When the call came through, it disconnected after just one ring. A subsequent message arrived mentioning connectivity issues and suggesting I book another appointment, with assurance that my medication would be available as usual. Unfortunately, this meant the intended discussion about whether my current medication remains appropriate never took place. I felt let down by the overall experience.

Reception staff were dismissive about missed appointment

I have great respect for the NHS and understand the significant pressures it faces, so I was prepared to wait patiently for three weeks for a telephone consultation that ultimately did not take place. When I contacted the practice to enquire about what had happened, I encountered a staff member whose manner I found quite unhelpful and dismissive. Despite having my appointment details clearly documented, I was told that appointment times are not guaranteed. The interaction felt unnecessarily confrontational. My details were taken, though I was then informed they had no record of my contact number on file, which seemed inconsistent given that this information is required during the booking process. I should note that I have been registered with this practice for seven years. While I recognise that healthcare work is demanding, I do feel that professional courtesy should be maintained when dealing with patients, regardless of external pressures.

Reception staff were dismissive and unhelpful

The receptionist's manner was unwelcoming and confrontational. Their demeanor suggested a lack of genuine engagement with patients.

Same-day appointments and really sympathetic care

Excellent practice - have been wonderful both with me and my young child! Can always secure an appointment promptly when needed and the team have consistently shown understanding and care; they successfully identified my child's condition! Can't find any fault with them at all - they are always putting in effort with a positive attitude :)

Reception struggles to understand simple requests

If you happen to be registered at this surgery like I am, I would sympathize with your situation. I am actively considering relocating to access different healthcare services. Even straightforward matters seem to present challenges for the practice to manage effectively. There appears to be a lack of attentiveness to patient concerns, and decisions are sometimes made without direct patient consultation, despite relevant correspondence from specialists indicating time-sensitive needs. I recognize the pressures facing the NHS and the genuine constraints they operate under, including staffing limitations and resource challenges. However, in this instance, we simply required a referral document and made clear our circumstances were outside NHS provision. It was disappointing that the practice struggled to grasp what seemed like a straightforward request, particularly given the explicit nature of both the urgency and our specific situation.