Priory Surgery

Unhelpful receptionist creates unnecessary medical records chaos

The receptionists here display an incredibly unhelpful and discourteous demeanor. During my recent interaction, I attempted to obtain my local records and explained my needs to the receptionist. She insisted I complete a medical records request form, claiming it would take up to 28 days. I explained I needed the documents urgently and mentioned my wife had previously received them immediately. The receptionist stubbornly maintained that medical records could not be issued same-day. I involved my wife, who spoke directly with the receptionist, yet she continued to argue that same-day retrieval was impossible. Eventually, she checked the system and discovered my wife had previously received a "Brief Summary" - not full medical records. I emphasized that I had been clear about wanting local records and was unfamiliar with their technical terminology. The receptionist had repeatedly discussed "Medical Records" without once mentioning the "Brief Summary" option that would cover all my informational needs. This interaction epitomizes a classic "couldn't care less" attitude. A competent professional familiar with their clinical system could have immediately informed me about the readily available "Brief Summary" copies containing the exact information I required, instead of engaging in a 15-minute argumentative standoff. Furthermore, I later discovered the document she provided is actually called "Summary Care Records" - adding another layer of unprofessional confusion to the entire experience. Utterly incompetent.

Caring staff despite long wait times

Recently, they've been supportive during my father's health challenges, which bumped my rating up from 1 to 3 stars. However, the practice is quite hectic and appointments involve some waiting time. I recognize this is probably typical for most medical practices.

Friendly and quick customer service rocks

Extremely useful

Terrible service from an uncooperative medical staff

The receptionist was utterly useless, seemingly instructed to create maximum obstacles when attempting to schedule appointments or obtain any assistance in reaching the GP. Our sole aim was to secure a corrected prescription that had originally been issued with an error.

Terrible customer service from the very first call

I called precisely at 8am sharp, and immediately upon dialing, a pre-recorded message informed me I was 60th in line!!! This makes absolutely no sense, considering the phone lines had just opened at that exact moment. How could there already be 59 people ahead of me the instant the service started?

Challenging booking but excellent medical care

Securing an appointment is extremely challenging, yet the medical professionals are top-notch. I personally had an excellent encounter with Dr. Ajitpal Hans, and my child was also well-treated by Dr. P Saini. However, the administrative side of the practice is quite disorganized - be prepared to spend around half an hour just trying to reach the reception desk.

Friendly staff made my day truly awesome

Exceptional customer care with an incredibly friendly team that went above and beyond!

Frustrating healthcare experience with impossible gp appointments

I've been trying to secure a GP consultation for three straight mornings, calling precisely at 8am each time, only to be informed that all slots are occupied and to try again the next day. After my third unsuccessful attempt to book an appointment, I physically visited the medical practice, where I was directed to seek medical attention at the Urgent Treatment Centre located at Wycombe Hospital.

Terrible gp practice with impossible appointment system

Securing a medical consultation here is an exercise in futility. Despite being instructed to call precisely at 8 AM and request a callback, you're left waiting an hour, only to discover no appointments are available for consecutive days. For working individuals, taking time off becomes pointless when no medical slots exist. This systematic failure explains why numerous patients receive critical diagnoses belatedly due to inability to access timely healthcare. The practice offers zero advance booking options. The reception staff demonstrate appalling communication skills, consistently interrupting and talking over patients. Such dismissive behavior naturally provokes frustration, leading patients and families to respond with understandable aggression. Meanwhile, practice management remains completely ineffective in addressing these systemic problems. Unequivocally, this is an abysmal healthcare facility.

Exceptional care and clear communication from dr hans

Dr. Hans demonstrated a keen understanding of my concerns and proactively addressed them. The consultation today exceeded my expectations, and I am thoroughly pleased with the results. Additionally, he provided a detailed and clear explanation of everything. I personally find an in-person medical consultation significantly more informative and straightforward compared to a phone-based discussion.

Terrible service and unhelpful medical staff

Terrible surgical experience. Dialed extension 16 and was left hanging for a quarter of an hour, yet no scheduling in sight. How absurd can this be. The front desk staff was incredibly discourteous. Completely ineffective service.

Compassionate doctor saves the day for late patient

My spouse recently attended a consultation with Dr Nice, arriving significantly behind schedule due to confusion about the appointment timing. Upon entry, the self-check-in system indicated the appointment window had lapsed. I conversed with a delightful, engaging young receptionist who, at my request, emailed Dr Nice (who was still in her office) to inquire whether she would accommodate the late arrival. Dr Nice graciously agreed to see him. As consistently demonstrated, Dr Nice maintained her trademark professionalism, compassion, and effectiveness. With her retirement approaching at April's end in 2024, I sincerely wish her a joyful and well-earned period of relaxation. She has been an extraordinary healthcare professional who has provided exceptional medical care for my family and myself throughout numerous years. Our deepest gratitude to Dr Alison Nice.

Terrible customer service at medical practice

The clinic's hours claim to start at 8am, yet after just 6 minutes, the system indicates they're already closed? This is completely unacceptable and extremely deceptive.

Compassionate care from skilled medical professionals

Highly competent medical professionals.

Generations of care turned into medical neglect

My family has relied on this medical practice across five generations. From my childhood memories of Dr Medhurst, Dr Wilson, Dr Bacon, Dr Graham, to the more recent Dr Bal, these physicians were truly exceptional - genuinely caring, proactive in following up test results, and advocating for additional diagnostic procedures like x-rays and blood tests. In stark contrast, the current experience is deeply frustrating. After struggling to get through, you're confronted by a dismissive receptionist who demands a comprehensive medical history, only to then inform you that no appointments are available. They provide no guidance on alternative healthcare options or where else you might seek medical assistance. The quality of care has dramatically deteriorated with absolutely no indication of potential improvement. Even when facing potentially life-threatening conditions or having a GP recommendation to return, patients are systematically denied the opportunity to receive timely medical attention.

Kindness matters most in customer service experience

The staff demonstrated exceptional kindness and flexibility. Your approach to interactions truly matters. Being disrespectful will never yield positive results. These employees are experiencing the same workplace stress as everyone else. Maintaining a calm and understanding demeanor is incredibly important.

Worst medical care ever avoid at all costs

Absolutely dreadful service where obtaining medical attention seemed unattainable. I spent an entire hour continuously attempting to reach someone, yet no healthcare professional would respond. They performed a urine test and dismissively claimed I was fine, but when I sought a second opinion elsewhere, it was discovered I actually had a significant infection. I'm genuinely at a loss for words to fully convey how appalling their care was.

Terrible service causing immense patient frustration

Completely ineffective! Shut it down immediately!!! Phone access is impossible. I've been "first in line" for three-quarters of an hour! Unacceptable! They still refuse to schedule appointments. Patients must call on the day, despite GP guidance against this practice! COVID restrictions are over! Why maintain these ineffective policies that create immense patient stress and frustration? Their actions are potentially illegal! I contacted 111, who confirmed the GP must see me after receiving their system notification. Yet, when I finally reached the surgery the following day and explained my critically ill son (under 5!) is seriously unwell, they responded with total indifference! Claiming no appointments are available and dismissively suggesting A&E! The legislation clearly states: 'Patients contacting their practice online or by phone should understand same-day query management, avoiding callbacks. Urgent needs require immediate assessment and same-day appointments. Non-urgent cases must receive appointments within two weeks, or be directed to NHS 111 or local pharmacies'! Their conduct is blatantly unlawful, and I will absolutely file a formal complaint against this surgery!

Terrible phone service at local emergency department

Visited the emergency department multiple times over half a year because their phone line is consistently unresponsive. There are instances when the phone doesn't even ring, making communication impossible.

Frustrating experience with unresponsive medical reception staff

I'm reluctantly awarding 2 stars because the medical professionals here (Dr Bal and Dr Nice are truly exceptional!!) but my experience this morning was incredibly frustrating. After 253 attempts and 45 minutes of constant engaged signals, I finally got through to Sophia (the receptionist), only to be told they're completely booked and I should call back tomorrow at 8am!! Unbelievable!! She didn't even inquire about my medical concern, simply instructing me to go to the emergency department if urgent or call 111. When I mentioned it was a sensitive women's health issue, she dismissively suggested I try again tomorrow. Upon explaining that I'm a carer with work responsibilities preventing me from calling during their limited window, she just repeated how overwhelmed they were. I'm utterly speechless. Apparently, I'm expected to just endure my potential health problem and hope it's not serious. It's absolutely appalling that despite calling from early morning, I cannot even secure a basic conversation with a GP. This is completely unacceptable healthcare service.