Prospect Medical Centre

Phone lines constantly busy and frustrating

Extremely difficult to reach the practice by telephone and equally challenging to secure an appointment. Despite contributing through taxation, patients are informed that no availability exists and are instructed to ring at a specific early morning time. Following these instructions results in being far back in the queue. 0/5***

Dismissed for age despite clear need

A healthcare professional at this practice made a decision about my suitability for a procedure that I felt was based on personal judgment rather than clinical assessment. Despite being in my mid-twenties and expressing certainty about wanting to proceed, I was told I was considered too young, which left me frustrated. I felt the reasoning given was subjective rather than based on objective medical criteria. I was disappointed by this experience and have decided to seek care elsewhere. I did have a positive interaction with a member of the management team who was helpful and supportive.

Doctors here didn't listen to patient concerns

At this medical center, some practitioners have not provided the level of care expected. There are concerns about listening to patient concerns and the quality of care provided to my family member. A serious condition was not identified during earlier visits, and after an extended period of suffering, the patient was eventually referred to hospital when the situation had become critical. When the patient requested hospital referral due to severe symptoms, the response suggested the practitioner felt they had superior knowledge. Additionally, medication prescribed was felt to be inappropriate. I have sought legal advice regarding these concerns, and I was informed that there may be grounds for formal action. I am sharing this experience to raise awareness within the community about the importance of thorough patient care and being heard by healthcare providers. Thank you for reading this review.

Impossible to book an appointment here

It is extremely difficult to secure an appointment at this practice.

Phone queues stretch forever, staff won't listen

I have been with this practice for a considerable time and have remained a patient mainly because I understand that other local surgeries face similar challenges. The overall approach feels uncaring and lacks organisation. The inefficiency is genuinely frustrating. When attending appointments, staff sometimes lack the capability to address what is needed, requiring a return visit. Communication between clinical staff appears poor, resulting in patients being sent home to wait for updated records before returning. Securing an appointment with a preferred clinician is extremely difficult, and obtaining any appointment at all proves challenging. I have spent considerable time on the phone daily without success. Reception staff can be discourteous, frequently interrupting or failing to listen properly. There is a tendency to speak condescendingly, and I have observed instances where individuals are treated disrespectfully based on language background, with staff raising their voices inappropriately. I was myself mistakenly assumed to have limited English proficiency due to my companion's language abilities, and witnessed how differently staff behave when they perceive someone as unfamiliar with the language. The practice manager conducts only one annual training session on workplace conduct and respect, which appears insufficient given the evident need for more frequent intervention. The clinical nursing staff are generally pleasant and professional. Many of the difficulties appear to stem from reception staff's communication and organisational shortcomings.

Receptionist was dismissive on the phone call

I called the practice and found the receptionist to be unhelpful and dismissive. Their manner was not welcoming, and I felt they lacked the compassion you would expect from someone working in a healthcare setting.

Reception failed to notify about appointment change

I was very disappointed with my experience at the practice. I attended for an appointment at the scheduled time, but when I arrived, the receptionist informed me that my appointment had been rescheduled to a later date without my knowledge. I was not notified of this change beforehand. This was frustrating as I had arranged my day around the original appointment time. I understand that staff members manage multiple patients and schedules, and I recognise that patients make significant efforts to attend appointments by adjusting their own commitments. However, I felt the communication regarding the rescheduling was inadequate. The receptionist explained that several patients with appointments that day had been moved to alternative dates. If such changes need to occur, I would appreciate being informed in advance so I can plan accordingly. My time is valuable, and I would hope for better notification procedures in the future.

Early morning appointments work if you're organised

I believe the team at this practice demonstrates genuine dedication to patient care. They clearly operate under significant pressure, which reflects broader systemic challenges beyond the practice itself. Securing an appointment can occasionally present difficulties, though once familiar with the booking process and timing, it becomes more manageable. I have found some clinicians to be particularly skilled and attentive, while my experiences with other practitioners have occasionally felt less thorough. The support staff, including those in nursing, reception, and administrative roles, are generally of a high standard. I appreciate the commitment shown by all healthcare workers in this setting.

Reception staff could improve their manner

The reception staff member was unhelpful and spoke in an abrupt manner during my visit. Their tone came across as harsh and dismissive. I would appreciate it if management could review the customer service standards at this practice, as the interaction left me feeling disrespected. I believe patients deserve to be treated with courtesy and professionalism, and I hope steps can be taken to improve the experience for future visitors.