Prospect Medical Centre

Reception staff don't listen to patients properly

Even when we arrive punctually for our scheduled appointments, we frequently experience waits extending beyond twenty minutes. The reception area presents the primary concern. When I attempt to communicate something, the staff members do not appear to give full attention — they engage in conversation with each other and seem unresponsive to what I am expressing. This is quite disappointing. Contacting the practice by telephone also poses difficulties. The phone lines are seldom answered, and on occasions when they are, the connection appears to disconnect precisely when I am attempting to arrange an appointment. It seems as though the technical issues may be preventing assistance from being provided. Overall, the service standards and lines of communication would benefit from considerable enhancement.

Attentive doctor but reception staff needs improvement

I recently read another patient's feedback about their experience here and found myself in complete agreement. The clinician I saw demonstrated exceptional attentiveness and genuine care, treating my concerns with appropriate seriousness. Based on the symptoms I described, they identified a significant health condition and arranged further testing, which subsequently confirmed their initial assessment. I would recommend requesting an appointment with this practitioner if you're seeking thorough and competent care. I've reduced my rating by one star due to a disappointing interaction with a member of the reception team. There is a particular receptionist whose manner I found to be discourteous and dismissive, and other patients appear to have had similar experiences with this individual. Their conduct fell short of the professional standards I would expect, and I'm uncertain why they remain in the role.

Phone queue makes appointments impossible

This practice has not met my expectations. The appointment system is extremely difficult to navigate, often requiring significant time to reach someone, and even then available slots are rarely offered. The clinical approach feels impersonal, with treatment options that have not resulted in improvement for my condition. I am dissatisfied with my experience here and am planning to register elsewhere as soon as possible.

Impossible to book an appointment here

It is extremely difficult to obtain an appointment at this practice. When calling, you are frequently told that no slots are available despite trying repeatedly. The practice appears to dismiss concerning symptoms without proper consideration. If a lower rating were possible, it would be given.

Felt listened to and well explained

I have always found the clinician at this practice to be highly professional, approachable, and supportive. They take the time to listen carefully to my family member's concerns and explain everything clearly and reassuringly. Their knowledge and patient-centred approach make my family member feel confident in the care they receive. I truly appreciate their dedication and the respectful manner in which they communicate.

Reception staff were dismissive about missed messages

The receptionist was unhelpful and the administrative processes were poor. Communication through text and phone messages was unreliable, and when issues arose, no apology was offered. Instead, explanations were given that administrative staff had failed to follow through with contact attempts. The overall interaction felt dismissive and lacked accountability.

Removed from practice list without explanation

I had a very negative experience at this practice in the north east. I expected to receive proper medical care when attending, but instead found myself removed from the patient register.

Phone lines cut you off during peak times

It would be better to have no GP at all than to use this practice. I have been a patient here for some time and I am actively seeking to switch to another provider. Obtaining appointments is extremely difficult. Even when calling at opening time, the phone system frequently disconnects callers. A receptionist explained that the system automatically disconnects calls when the queue exceeds a certain threshold. On the rare occasions when an appointment is secured, the consultation feels rushed and the clinician appears inattentive. Medications are often prescribed without a thorough understanding of the underlying issue. The service provided feels inadequate and leaves much to be desired.

Receptionists were dismissive and unhelpful

The reception staff at this practice could benefit from improved customer service skills.

Impossible to book an appointment here

This has been my poorest experience with healthcare services. I have multiple referral letters requiring specialist consultation, yet I am unable to secure an appointment. The process has proven extremely challenging. Over the course of a month, I have visited and telephoned repeatedly, only to find myself far back in a lengthy queue. By the time my turn approaches, available slots become exhausted, and I am instructed to contact the clinic again the following day. The assistance provided by reception staff has been consistently inadequate.

Couldn't get appointment after multiple calls

Extremely disappointing experience. I spent three days attempting to contact the office to arrange an appointment, but was unable to secure an available slot to see a clinician. I subsequently discovered that a referral document appears to be required in order to book a consultation. 🤬🤬🤬🤬

Long queues make appointments impossible to get

I have been a patient at this practice for over 60 years, and I have never experienced it in such poor condition. I am finding it extremely difficult to secure an appointment. I attempted to book several times this week during morning hours, and on each occasion there were a significant number of people ahead of me in the queue. This situation is very frustrating. When I visited the surgery in person today, I was advised to attempt booking again online the following day. This whole experience has been incredibly disappointing.

Long phone queue and no available appointments

I had to wait considerably longer than expected while on hold in the telephone queue, and was subsequently informed that no appointment slots were available until several days later. I found this experience disappointing and would suggest considering alternative healthcare providers.

Can't get through on the phone

This practice has been extremely disappointing. It is very difficult to reach anyone by telephone, and obtaining an appointment is challenging. The team members have been unhelpful and unwelcoming throughout my interactions with the surgery.

Impossible to book appointments through the phone queue

I have found the service at this GP surgery to be deeply unsatisfactory. Regardless of how promptly I attempt to secure an appointment, availability consistently proves difficult to obtain. The surgery commences at 8:30 am, yet by the time the phone lines are answered, existing slots appear to have been allocated. On the rare occasion that contact is successfully made, the earliest available appointments are typically several weeks away—which seems to defeat the purpose entirely. The reception team have not been particularly helpful in addressing these concerns. The recurring responses tend to be along the lines of: "Please take a seat and wait." "Please ring back in the morning to arrange an appointment (though success is uncertain)." "I'm afraid there is nothing I can assist you with." If it were possible to rate this practice lower, I would do so without hesitation. The overall experience has been poor and reflects negatively on the standard of care one might expect. The existing feedback from other patients appears to reflect similar dissatisfaction. I have decided to cease attending this surgery and will be transferring my registration elsewhere. I would recommend considering alternative options if possible.

Reception sorted urgent prescription while away

Excellent service from both the reception staff and the clinician. While travelling, I misplaced essential medication. I contacted the surgery and received a prompt callback within half an hour, during which a clinician arranged for a prescription to be issued at a nearby pharmacy. I'm very grateful to everyone involved.

Phone staff gave no explanation about new procedures

I'm completely unclear about what's happening at this practice anymore. It seems you can't obtain a medication review from a GP now? The receptionist on the phone made it seem like this should be common knowledge, yet no one has been informed about this change. So what's the process for obtaining a repeat prescription these days? I genuinely have no idea. This feels like an absolutely terrible way to run things. The entire operation appears designed to mislead patients so they can accept far more people than they're actually equipped to handle.

Long phone queues and unhelpful reception staff

I attempted to call several times in the morning but was disconnected each time. Despite being in considerable discomfort, I made the effort to visit in person to request an appointment. However, I was met with what I perceived as an dismissive attitude from the receptionist on duty. When I explained my situation, I was told I would need to call back to book. I tried calling again and found myself positioned as number 28 in the queue. The receptionist instructed me to take a seat and wait, but when I asked if she could simply make an appointment for me while I was standing there, she refused and insisted I call back instead. I left without an appointment, still in pain and feeling extremely frustrated. I have visited this practice on numerous occasions and have successfully made appointments with other receptionists at the desk. On this occasion, I found the interaction unhelpful and felt I was treated with indifference. I felt the receptionist's manner was unprofessional and believe this approach to patient interactions is not appropriate for someone in a customer-facing role. The overall experience left me disappointed with how my request was handled.

Appointments haven't gone well recently

Recent visits have been quite disappointing experiences.

Long waits and no real help provided

The service provided was quite disappointing. There seemed to be a lack of meaningful action taken, and the overall experience has been unsatisfactory on multiple occasions.