Prospect Medical Centre

Receptionists were rude and unhelpful

This practice has not met my expectations. I found the reception staff's manner to be unhelpful and disrespectful.

Phone staff were pleasant but care was inadequate

I wish I could give zero stars. If these individuals gave me a clean bill of health I'd be concerned about what that assessment means for my wellbeing. During my mother's final period of care, there appeared to be uncertainty around appropriate medication choices and dosing, with external professionals seeming to provide corrections. Additionally, at one stage a particular medication was suggested which would have required an extended timeframe to take effect, yet given her limited remaining time and increasing difficulty with swallowing, this recommendation seemed questionable. When her condition worsened significantly and we sought additional support, the assessment was that she could continue in her current state with a follow-up visit planned for a couple of days later. She passed away within 36 hours of this assessment. Overall I found the care inadequate and would have reservations about relying on medical guidance or other advice provided by this practice. The one positive aspect is that the reception staff who handle phone calls are pleasant and helpful.

Couldn't get through on the phone

Poor service experience.

Phone lines constantly engaged and unavailable

I have been a patient at this surgery for many decades. I am finding it increasingly difficult to access GP appointments. When attempting to contact the practice by phone, the lines are frequently busy. The online consultation system indicates that appointments are available at 8.30am, but this window closes almost immediately. I have also tried speaking with reception staff to book an appointment, but was advised to call back during morning hours as no slots are currently open. It appears that obtaining a GP appointment requires considerable luck. The overall service provision feels inadequate to me. This represents a significant decline from the standard of care I have experienced previously at this practice. In earlier years, the reception team were helpful, appointments were more readily available, and the service was noticeably better. I would rate this experience very poorly if the system allowed it.

Reception staff's dismissive tone made things worse

Called the practice to speak with a doctor because I was concerned about my daughter and was told that it would have been better if I had rung at 8.30 in the morning since they close in half an hour. I hadn't needed an appointment that morning, and the website indicates closing time on a Monday is 8pm rather than 6pm. The response felt rude and unhelpful, which made my existing worry about my child feel worse. I question whether a GP practice should make patients feel like they're being a burden for calling, especially when seeking medical advice. The reception staff's tone came across as dismissive and unnecessary. I have decided to leave this practice due to my frustration with the overall attitude of the team and the difficulty in obtaining appointments.

Reception staff seemed dismissive and unwelcoming

The reception team often comes across as disengaged and unwilling to help. There was one staff member in particular whose manner lacked warmth and professionalism. If someone is unhappy in their role, they should consider seeking employment elsewhere rather than affecting patient interactions. It felt frustrating given my long history with this practice, but switching to another GP surgery showed me there are better standards of service available elsewhere. I would recommend looking at alternative options.

Practice doesn't prioritise vulnerable patient groups

The practice appears to have limited appointment availability and does not seem to prioritise care for children, elderly patients, or vulnerable individuals. It may be worth considering an alternative surgery if these services are important to you.

Impossible to book appointments when they call

The practice frequently fails to provide available appointments despite requesting that patients contact them to book. When calls are eventually answered, they claim slots are no longer available. There appears to be no attempt to offer alternative solutions or workarounds. The surgery continues to accept new patients while seemingly unable to adequately manage their existing patient list. A review of their appointment scheduling approach would be beneficial.

Phone lines ignored while staff drink coffee

The service I received was disappointing. Staff seemed disengaged and unhelpful, with phone calls going unanswered. The overall experience fell well short of what I would expect from a healthcare provider, and I have decided to seek care elsewhere. I would rate this experience very poorly.

Reception staff were dismissive and unhelpful

This practice does not meet expectations and I found the experience quite disappointing.

Couldn't get appointment despite booking confirmation

Awful experience, it's nearly impossible to secure an appointment, the front desk team were unwelcoming, I arrived for what I believed was a scheduled visit only to be informed that no appointment was on record despite receiving no prior notification of cancellation.

Never able to book an appointment here

This practice has been difficult to access for appointments. The scheduling system appears to be consistently at capacity, making it challenging to secure a consultation with a doctor.

Online booking system doesn't work properly

This practice requires regulatory review. The patient list appears to be oversubscribed given the apparent inability to provide adequate care. What happened to duty of care? Large numbers of people attempt to book appointments at opening time each day, making it nearly impossible to secure an appointment through standard channels. The online appointment system is unreliable and frequently non-functional. Clinical staff do not consider presenting symptoms holistically, as the appointment structure limits discussion to a single issue. Consultations involve frequent interruptions and dismissive communication. Long-standing conditions are sometimes mischaracterised as acute issues despite previous test results suggesting otherwise. The clinical team appears to lack commitment to patient care and seems indifferent to patient concerns. Eight months ago: Appointments remain unavailable. Staff interactions were unwelcoming. Clinical staff appeared dismissive and did not take patient concerns seriously. Opening hours do not accommodate working patients. The overall experience was unsatisfactory.

Reception staff were unhelpful and unwelcoming

This practice does not meet my expectations, though I was required to provide a rating to submit this review. I would recommend considering alternatives to this surgery. The reception team's approach left me feeling unwelcome and unsupported. I found it difficult to access timely appointments, even when my needs felt pressing. The frequent changes in clinical staff also gave me concerns about continuity of care. I have since moved to a different practice, which has been a positive change for me.

Reception staff could be more welcoming

Some of the reception staff can be unhelpful and lack courtesy when dealing with patients.

Hung up on mid-conversation about conflicting advice

Called the practice and spoke with a member of staff today who provided information that differed from what I was told during a previous contact. When I attempted to express my concern about receiving inconsistent guidance, the call was terminated before I could fully explain my position. I was disappointed by this interaction and felt frustrated with the level of service received.

Couldn't get through on the phone for appointments

Disappointing experience. I would advise caution before registering with this practice. The appointment booking process, particularly regarding phone calls, fell short of expectations.

Reception staff helpful despite website problems

I have been a patient at this practice for approximately two decades. The reception team consistently demonstrates politeness and helpfulness. The clinicians show genuine attentiveness when listening to patients. The practice maintains a website, though it has experienced technical difficulties recently, which has placed additional pressure on the already busy reception staff. Securing appointments remains challenging, as is the case across many practices, yet the team continues to work diligently despite these pressures.

Broken booking system and consistently rude staff

The telephone lines are frequently unanswered when attempting to call. Staff interactions are often perceived as discourteous. Visiting when unwell only to experience poor treatment is frustrating. An attempt to book an appointment through the online system was unsuccessful due to a non-functional link. In a recent visit for blood work, staff entered the room multiple times in a manner that felt intrusive and disrespectful. There was no prior notification or courtesy knock, and no acknowledgement of the interruptions. This lack of consideration for privacy was concerning. When an appointment was eventually secured by logging in early, subsequent remote consultations lacked a reply function, making it impossible to respond to clinical advice. After being directed to book a follow-up appointment with a specific clinician, access proved impossible, necessitating an alternative appointment. The subsequent waiting period lasted approximately thirty minutes with one patient departure before being seen. When the receptionist was asked about the delay, they indicated the clinician was unavailable, though a later call confirmed they were present. No apology was offered, and observation suggested no other patients had been seen during the wait time. The standard of service and courtesy shown does not appear to be excused by resource constraints.

Phone lines stretched too thin here

I called this morning and waited on the line for an extended period without anyone picking up. When someone finally answered, I was told that no appointments were available. I then visited the practice in person and observed that the receptionist appeared to be occupied with other activities while the phone continued to ring. This seems to be a recurring issue. I am quite dissatisfied with the level of service provided.