Putneymead Group Medical Practice

Hardworking team that really cares

I could not be more grateful for the dedication shown by the clinical team at this practice, who demonstrate such commitment to caring for all of their patients.

Impossible to reach by telephone

The telephone lines are frequently unavailable when attempting to reach the practice.

Helpful staff sorted my registration issue

I appreciate the assistance I received with my NHS app and registration matter. The entire team at my GP practice has been wonderful and provided excellent support. I feel fortunate to be registered with this practice, having been a patient since 2010.

Felt genuinely listened to and understood

I had an appointment with a clinician at the practice and they were absolutely the best doctor I've ever seen. Really kind, considerate, with an easy and friendly manner. Everything you could want in a healthcare professional. Just a wonderful person! Thank you so much, it was a pleasure to have met you during my visit.

Reception attitude needs urgent improvement

To the reception staff member at the front desk - I found your manner to be quite off-putting. You came across as curt, dismissive and generally unpleasant. On each of my visits, you seemed as though you would prefer to be elsewhere, and I would encourage you to reflect on whether this role is the right fit for you. I have observed you being short with other patients on multiple occasions, particularly with older individuals who were seeking your support and guidance. On a recent visit, I witnessed you dismiss an elderly patient who was experiencing difficulty, leaving them feeling embarrassed and upset. I felt considerable sympathy for them. A medical practice should function as a professional setting and a welcoming space for people who are often in vulnerable situations. Your position involves helping patients feel comfortable and supported. You are employed within a healthcare environment. Most people would reasonably expect to receive a service that is courteous, approachable and attentive. Unfortunately, your interactions fell short of these standards, and I would suggest that your supervisor might benefit from having a conversation with you about this. I note from other feedback that several visitors share similar concerns. I would encourage you to use this as an opportunity for personal reflection and to improve how you engage with patients. That said, the practice itself and the clinical staff are excellent. It is unfortunate that one individual's approach can have such a negative impact on the overall reputation of the organisation.

Clean surgery with friendly reception staff

The practice maintains excellent cleanliness standards and benefits from a welcoming reception team. The location is conveniently situated with good public transport links in the surrounding area.

Friendly staff made the booking process smooth

We are receiving an excellent service from this practice, with all staff members being approachable and willing to assist wherever possible. The service is also notably efficient.

Polite and organised from start to finish

Putneymead consistently demonstrates politeness, organisation and attentiveness. The staff members I encountered, including those at reception, all exemplified these qualities. HIGHLY RECOMMENDED

Reception team went above and beyond to help

I want to express my gratitude to the reception team at the medical centre. They are consistently helpful and compassionate in their approach. Regardless of how challenging a situation may appear, they demonstrate remarkable persistence and always work towards finding a resolution through their thoughtful and committed efforts. Even when an answer seems difficult to find, they continue to do their utmost to assist. They demonstrate patience, empathy, and genuine attentiveness when listening to patients. Their compassionate manner creates a meaningful positive impact, and they show authentic care for those they help, maintaining this standard regardless of how demanding or hectic their workload becomes. I would like to acknowledge how fortunate the practice is to have such committed and conscientious individuals as part of their workforce, and I sincerely hope their contributions are duly recognised. I extend my heartfelt thanks for all your dedication and assistance—it has made a genuine difference to me and is truly valued! My best wishes to you all.

Easy to book appointments when needed

Excellent practice. The clinical staff are great and caring. The building is nice and clean. You can access appointments quite easily when needed. Always satisfied with the service. Thank you

Quick callback and evening appointment arranged

Contacted the practice early in the morning regarding a respiratory concern and received a callback within an hour. An appointment was arranged for the evening at my preferred time. The prescription was ready to collect the following day. Excellent service!!! Thank you!😊

Friendly reception staff made all the difference

Wonderful team!!

Practice loses patient samples regularly

Mid-July 2024. Overall, the practice provides good care, but there have been instances of patient samples going missing. This is somewhat concerning.

Appointments offered within hours of requesting

I have had an excellent experience with this GP practice. I am consistently impressed by how straightforward and quick the appointment booking process is. Following a recent procedure, I have required several appointments spread across consecutive weeks, and I have been pleasantly surprised by how rapidly I can secure a slot—often within hours of making a request, and sometimes seeing me at the surgery in under an hour from submission. During this period, I have built a good rapport with a member of staff who has been assisting with my post-procedure care, and I have found them to be highly skilled and approachable. Their professionalism and manner have genuinely helped me feel reassured throughout this time. Having been a patient at this practice for over 16 years, I have witnessed various developments and changes. I can confidently say that the practice currently operates at a high standard with excellent organisation and management.

Reception barriers make booking appointments difficult

The clinical staff are excellent and consistently make genuine efforts to assist me. However, I have experienced difficulties with certain reception staff members who appear dismissive and unhelpful, which has made accessing appointments challenging. I have physical impairments affecting my mobility and dexterity, which means I can only use speech-to-text technology to communicate. Unfortunately, this method is unreliable and does not function effectively with the practice's new online appointment system. While this system may work well for those with smartphones and support, it creates significant barriers for people like myself. The system appears to have been developed without adequate testing across different user groups or accessibility needs, which is concerning given best practice standards. Although the system may provide cost savings, it potentially excludes patients who face various access barriers. When I have managed to attend the practice in person to book appointments, I have requested reasonable adjustments in line with my legal rights. On one occasion, I attended reception with a mobility issue and asked if staff could assist with booking so that confirmation could be sent via text. I was told this was not possible and that national guidelines were being followed. I explained that I have protected rights and was entitled to request reasonable adjustments. The practice should clarify whether such adjustments can be made, as this would help me explore alternative arrangements if needed. I believe it is important to highlight that many patients may face similar barriers—those with early-onset conditions, neurodivergence, or communication difficulties—and may struggle to access the online system or attend reception. Being treated as though accessibility difficulties are a personal failing, rather than a systemic issue, is frustrating and concerning. I feel this approach may inadvertently discriminate against disabled patients.

Quick response to online symptom report

I recognise that the NHS faces considerable challenges currently, so I felt it was important to acknowledge the outstanding care I have received here recently. A few weeks ago I experienced some symptoms that could potentially have indicated a serious issue, though I was unaware of this at the time. I submitted my symptoms through the online system and received a telephone call within a quarter of an hour, during which I was offered an urgent appointment. I was seen by a clinician within approximately 45 minutes of submitting my initial report. I received medication and guidance. Subsequently, I submitted an online update yesterday evening. A text message response arrived this morning, and we scheduled another face-to-face appointment for later that same day, which also proved to be very beneficial. I am genuinely impressed and thankful, both to the clinical staff who consulted with me, and to the administrative team who arranged the appointments with such efficiency.

Admin staff were unhelpful and dismissive throughout

The administrative team at this practice has been unhelpful and discourteous. After being a patient here for several years, I have decided to seek care elsewhere. The practice did not process a referral for me as expected. I was informed I was on a waiting list lasting eighteen months, only to discover after that time that an error had occurred on their part. This mistake resulted in me having to join another waiting list for an additional twelve months. In recent interactions when seeking assistance, the administrative staff have been dismissive and unwilling to help. It would be beneficial for the practice to provide further training to their team regarding patient care and communication.

Online booking got me seen quickly

Excellent appointment process - completed an online form in the morning and received a call within an hour with an available slot shortly after. The clinical staff member was wonderful and put me at ease throughout the visit. The practice environment was peaceful and I felt thoroughly supported with all the assistance I required.

Reception staff made booking quick and easy

Absolutely excellent practice. The reception team are kind and professional, and the clinical staff are consistently kind, experienced and helpful. The appointment booking system is the best and most efficient I have ever encountered at a GP practice and the fact it is quick and easy to use is so beneficial with minimal disruption to your day. They really prioritise patient care. Thank you!

Staff took my concerns seriously and listened

This practice has genuinely made a significant difference to my wellbeing, and it is the best GP surgery I have been registered to. My previous surgery did not address my concerns about my overall health as thoroughly as I would have liked, whereas this surgery took time to understand my situation and identify underlying issues. The consultations here have been comprehensive and unhurried, allowing for proper discussion. The team members are approachable and compassionate, and they have consistently made me feel comfortable and supported.