Priory Surgery
Poor! (83 reviews)
Poor! (83 reviews)
Feedback reveals a deeply polarised patient experience at this practice, with stark contrasts between clinical care quality and administrative accessibility. Physicians and nursing staff consistently receive praise for competence, professionalism, and attentiveness, with many patients reporting excellent medical outcomes and supportive consultations. However, this positive clinical experience is severely undermined by widespread difficulties with appointment access, booking systems, and reception courtesy. Patients describe persistent barriers to scheduling, including lengthy phone queues, unresponsive online platforms, and extended waiting periods ranging from weeks to months. Reception experience emerges as a significant concern, with multiple reports of discourteous, dismissive, and unhelpful interactions that patients find particularly distressing when managing health concerns.
The appointment booking process presents the most consistent complaint across reviews. Patients report engaging phone lines at 8am, extended hold times, and being repeatedly directed to call back later. While some patients have found success with online booking methods, others describe technical failures and capacity restrictions. Several reviews note a disconnect between phone-based and digital booking availability, suggesting systemic organisational challenges rather than individual staff issues.
A notable minority of patients report positive reception experiences and appreciate the practice's clinical responsiveness during critical moments. Some acknowledge broader NHS funding constraints affecting service capacity. The practice appears to function effectively once patients access clinical services, but the administrative pathway to those services remains a significant barrier that undermines overall satisfaction and accessibility.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
Respond to patient reviews
Monitor satisfaction trends
Generate CQC evidence reports
Claim & Manage ProfileShows how often this practice responds to patient reviews and feedback.
Feedback reveals a deeply polarised patient experience at this practice, with stark contrasts between clinical care quality and administrative accessibility. Physicians and nursing staff consistently receive praise for competence, professionalism, and attentiveness, with many patients reporting excellent medical outcomes and supportive consultations. However, this positive clinical experience is severely undermined by widespread difficulties with appointment access, booking systems, and reception courtesy. Patients describe persistent barriers to scheduling, including lengthy phone queues, unresponsive online platforms, and extended waiting periods ranging from weeks to months. Reception experience emerges as a significant concern, with multiple reports of discourteous, dismissive, and unhelpful interactions that patients find particularly distressing when managing health concerns.
The appointment booking process presents the most consistent complaint across reviews. Patients report engaging phone lines at 8am, extended hold times, and being repeatedly directed to call back later. While some patients have found success with online booking methods, others describe technical failures and capacity restrictions. Several reviews note a disconnect between phone-based and digital booking availability, suggesting systemic organisational challenges rather than individual staff issues.
A notable minority of patients report positive reception experiences and appreciate the practice's clinical responsiveness during critical moments. Some acknowledge broader NHS funding constraints affecting service capacity. The practice appears to function effectively once patients access clinical services, but the administrative pathway to those services remains a significant barrier that undermines overall satisfaction and accessibility.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Pragma P.
6 years ago
Bad!
Terrible medical practice with zero patient care
TERRIBLE SERVICE, steer clear of this medical practice as you'll thank yourself later. I'm dealing with critical health concerns, and despite my persistent calls over half a year, they've consistently failed to schedule an appointment for me. Moreover, the reception staff are completely unhelpful, consistently displaying discourteous behavior on the phone and showing zero genuine interest in assisting patients. I will absolutely never return to this practice.
Szabolcs S.
6 years ago
Bad!
Terrible medical service and painful patient experience
30.12.2019. I was scheduled for a diabetic blood test at 10:30, but the service was absolutely dreadful. I wasted three separate visits today! Initially, they apologized for calling me an hour early before the nurse was ready. During my second visit, two nurses failed to draw blood after four unsuccessful attempts. A week prior, I had come in with persistent abdominal pain, and a nurse merely suggested Paracetamol. Since then, the pain intensified and became unbearable, so when I arrived for the first blood test, I requested an urgent GP appointment at reception. One receptionist advised me to return at 2:00 PM. Upon returning at the specified time, another receptionist claimed I had no appointment for the day. Experiencing excruciating pain and barely able to stand, I insisted on receiving treatment. The same nurse who previously couldn't draw my blood appeared and confirmed I had no appointment. I left in agony, having also lost an entire workday due to their incompetence!
Catherine W.
6 years ago
Bad!
Terrible service on world mental health day
Disrespectful and uncaring front desk staff. On a day dedicated to mental health awareness, I was denied an urgent medication refill after misplacing my prescription, highlighting a complete lack of compassion.