Prospect Medical Centre

Helpful staff made me feel supported

Prospect Medical Group is a very good GP surgery. Thank you to all the doctors, nurses and staff members, they are all very helpful and caring. I appreciate their kindness and support.

Helpful staff who really listened to me

This medical practice is a very good GP surgery. Thank you to all the doctors, nurses and staff members. The clinical team members I encountered were very helpful and caring. I appreciate their kindness and respect.

Failed to communicate diagnosis for a year

I would rate this experience extremely poorly if lower ratings were available. I feel frustrated that a significant health matter was not communicated to me when initially identified, with notification only occurring approximately a year after the initial diagnosis. Throughout this period, I attended the practice regularly seeking assistance and guidance, but felt dismissed by clinical and administrative staff who indicated they were unable to identify the underlying issue. This experience felt inadequate, disorganised, and disappointing. Additionally, I would suggest that the complaints forms available at reception could be made more visible and prominent. It would be beneficial if submitted complaints received acknowledgement and responses from the practice.

Struggling to book appointments and rude staff

It is extremely challenging to secure an appointment 🙃 😩 and when you finally manage to reach someone, the reception team can seem unwelcoming.

Couldn't get through on the phone line

The service provided fell significantly short of expectations.

Long waits and staff who don't listen

The service was disappointing overall. Obtaining an appointment proved difficult, with availability extending well beyond three weeks into the future. Once the appointment arrived, there was a substantial wait time exceeding an hour. The staff interaction fell short of expectations, with a sense that concerns were not being properly heard or addressed.

Booking appointments through their new online system is frustrating

The practice appears to have declined significantly if you prioritise your healthcare. The shift to an online booking system has made securing appointments even more challenging than it was previously. I arranged an in-person appointment, but the practice determined a telephone consultation would be more suitable instead. When they did call, it was approximately two and a half hours beyond the scheduled time. I want to emphasise that these observations reflect my experience with the practice's systems and processes rather than the individual staff members, who have consistently been pleasant and supportive whenever I have managed to see them.

Long phone queues and no appointments available

This appears to be among the most challenging GP experiences I have encountered. There seems to be a reluctance to engage directly with patients and arrange face-to-face consultations. I received correspondence prompting me to contact the practice regarding a vaccination programme. After waiting on hold for an extended period, I was informed I would be added to a waiting list and contacted in due course. Subsequently, I received a message asking me to ring the surgery to book an appointment, only to be kept waiting again before being told appointments would be offered when availability permitted. This process felt frustrating and inefficient. Additionally, the practice appears to rely heavily on their online self-assessment tool for initial diagnosis, which seems to place responsibility on patients rather than clinical professionals to identify health concerns. This approach feels at odds with traditional medical practice. It is notable that despite these service challenges, the practice continues to accept new patient registrations from a wide geographical area. In my view, alternative services such as the walk-in centre in the local area may provide a more accessible option for urgent healthcare needs.

Impossible to book an appointment here

It is difficult to obtain an appointment at this practice, and I would recommend looking elsewhere for your healthcare needs.

Receptionist was rude and booking system doesn't work

The reception staff displayed an unhelpful and dismissive attitude. The practice appears to lack adequate procedures for scheduling appointments and communicating with clinicians. It seems unclear what value is being provided when appointment booking is difficult and administrative processes are not functioning effectively. The overall experience was very disappointing. I would rate this much lower if possible.

Impossible phone lines and ignored repeat requests

I switched to a different practice due to ongoing difficulties with contacting the surgery. Calls would either result in lengthy waiting times or would be disconnected. Despite requesting it multiple times, my repeat prescription was never arranged, forcing me to obtain emergency prescriptions as I couldn't reach the practice in time. Additionally, they were unwilling to provide a larger supply, which created a recurring monthly issue. During my sole in-person visit, I was seen by a junior clinician who repeatedly questioned me about a particular matter even after I had already provided a clear answer, which felt dismissive. A senior clinician was subsequently called in and suggested my symptoms hadn't persisted long enough to warrant intervention, advising me to attend accident and emergency if the situation deteriorated. I would not recommend this practice and would rate it as low as possible.

Impossible phone queue system every single day

I would strongly advise against using this GP practice. The appointment booking system appears to be problematic and difficult to navigate. Attempting to book an appointment by calling at the designated time results in a lengthy wait in a queue, and by the time you reach the front, available slots have already been allocated. This situation repeats daily, making it challenging to secure timely care. The reception staff interactions felt unwelcoming and dismissive, with a manner that came across as condescending. The overall experience suggests a lack of prioritisation towards patient wellbeing, leaving individuals without adequate support when they require medical attention, sometimes necessitating emergency department visits for urgent care. This practice falls significantly short of acceptable standards.

Long waits to book appointments, no availability offered

I have had a very disappointing experience at this GP practice. The level of service provided has been consistently poor, and I believe the practice would benefit from changes in management. On one occasion, I spent considerable time waiting to book an appointment, only to be informed that no slots were available and asked to contact the practice again the following day. This pattern of difficulty has repeated multiple times. The experience has been frustrating and disappointing throughout. The reception staff interactions have been unhelpful, and the overall service quality remains inadequate. I would caution others considering registering with this practice, as the service provision appears to be substandard. Having been a patient at this practice for many years, I have noticed a significant deterioration in the standard of care provided to patients.

Phone queue cuts you off repeatedly

I found it difficult to access services at this practice. On multiple occasions, I experienced disconnected calls while waiting in the queue, lengthy wait times of around an hour, and was subsequently informed that no further appointments were available that day, with instructions to contact the practice the following day. When I called back, I encountered similar difficulties and wait times. I felt the reception team could have been more attentive to my concerns and appeared distracted with their own conversations. I believe the practice's appointment system and service delivery require significant improvement. The current situation is frustrating given that essential healthcare services should be readily accessible to patients. I would welcome a review of how the practice operates to ensure better patient care going forward.

Long wait times and unhelpful reception staff

This was not a positive experience when visiting a medical practice in the local area.

Impossible to book appointments here

I have found this to be an extremely unsatisfactory experience with this practice. It is consistently difficult to secure appointments, whether for immediate or future needs. Additionally, after waiting a considerable time on hold, I encountered what I perceived to be discourteous behaviour from the reception staff when informed that no availability existed.

Phone lines repeatedly cut off during booking attempts

I found this practice's service quite frustrating. I called shortly after the phone lines opened and experienced multiple disconnections. When I finally got through, there were no available appointments, and telephone consultations were also fully booked. The reception staff explained that only one doctor was present with another providing cover for a limited period throughout the day. I attempted to book again the following day with the same result. It seems problematic to have repeated call disconnections when the lines have just opened. The practice appears to be accepting new patients despite what feels like insufficient staffing to manage their current patient list. I have been registered here for many years and have noticed a decline in the standard of patient care since the practice relocated and expanded. It feels as though the only option left is to attend in person and hope to be seen without a prior appointment.

Struggling to book an appointment here

Unable to secure an appointment despite multiple attempts over the past fortnight. Calling at the designated time results in a lengthy queue position. Online booking options similarly show no availability. Upon visiting reception in person, the waiting area appears relatively quiet compared to the number of clinical staff present. It seems difficult to obtain appointment slots through any method available. The experience has been frustrating, and if a rating lower than one star were possible, it would be given.

Long phone queues make booking appointments difficult

Called at the opening time to request an appointment for a child, only to find myself number 28 in the queue. When I finally got through, I was informed that no appointments were available as the practice was closing early that day, and I was unable to book anything for a future date either, being advised to ring back at opening time the following day. I also attempted to use the online system at the same time to request a remote consultation for myself. By the time I had logged into the NHS app, the option was no longer available and I was told to try again the next morning at opening time. On other occasions, even when calling precisely at opening time, the queue position has been in the high numbers, meaning it takes considerable time to reach someone, only to receive the same message that no appointments can be offered, future bookings cannot be made, and telephone consultations are not an option. Attempting to access appointments through any method has felt unproductive and frustrating.

Reception staff were dismissive and unhelpful

I was very surprised and let down by what appeared to be an absence of regulatory oversight at a General Practice operating at such a low level. The conduct of the team members, especially those working on reception, seemed to lack professionalism, with interactions that felt unwelcoming and dismissive. As a result of these concerns, I have lodged a formal complaint about the practice's overall conduct and service standards. In my view, this practice would benefit from increased scrutiny to ensure proper accountability and meaningful change. I believe the entire team would gain from thorough professional development and training to enhance their approach to patient care and service delivery. Furthermore, I consider that significant changes to the management and organisational structure would be beneficial in addressing underlying problems and ensuring that service quality improves going forward.