Putneymead Group Medical Practice

Online forms make appointments harder to get

I found the service to be lacking in compassion and support. During one visit, I was made to feel that my expectations of the practice were unreasonable. The appointment system is frustrating, requiring completion of an online form before someone will get back to you. There have been ongoing issues with managing my repeat prescriptions, and on multiple occasions I have experienced difficulties obtaining my medication despite the practice being aware of how essential it is for me. I was assured this would not recur, yet it happened again. Additionally, I was not kept informed of significant correspondence from the hospital. The overall experience has left me feeling unsupported and misunderstood. After being a patient for a considerable time, I have decided to register elsewhere.

Reception staff could show more compassion

The clinical staff at this practice are competent and professional, however the front desk team significantly detract from the overall experience. They appear disengaged and frustrated with both their roles and the patients they interact with. It's worth considering that individuals attending a medical practice are typically dealing with challenging circumstances. Even a basic level of empathy and understanding would make a meaningful difference to patient satisfaction.

Friendly and helpful medical team

Excellent healthcare professionals

Reception staff went above and beyond with solutions

The receptionist at the practice has been fantastic on all of my visits. They have always been understanding and helpful in different ways, consistently going the extra mile to find solutions to all of my requests. I haven't been well recently and I visited the practice more often. Their service is outstanding and that's what patients need. Thank you for your hard work and your help. I surely much appreciate it. They are the best 👌

Receptionists redirect everything to unhelpful forms

Getting through to a person at the practice is extremely challenging, as telephone calls are consistently answered by reception staff who, while not always particularly helpful, tend to direct callers to the practice website regardless of their query. The website requires completion of forms that are subsequently reviewed by clinicians, who then communicate responses via text messages that do not allow for replies. The situation became particularly frustrating recently: following contact with 111 the previous day, a consultant from the practice got in touch and directed me to A&E for imaging. Upon attendance at A&E, the attending clinician assessed me and indicated that imaging was not required, instead suggesting I contact my GP practice to arrange physiotherapy. I made the call, was redirected as usual, completed the online form, and received a response containing a link to an application. The application itself includes a disclaimer stating it should not be considered a substitute for actual treatment and advises users to seek proper medical attention if they have any concerns.

Booking system chaos and unwelcoming reception staff

I have been a patient at this practice for almost a decade. During this time, the standard of care has shifted from being consistently excellent and reliable to feeling disorganised, difficult to access and generally unpleasant when trying to obtain healthcare. While the clinical staff tend to provide good care when appointments can be arranged with a bit of notice, accessing urgent appointments presents significant challenges. There appears to be reluctance towards in-person consultations, the current appointment system is confusing and poorly designed, and most concerning is the manner in which reception staff interact with patients—coming across as dismissive, condescending and lacking in basic courtesy. The prospect of needing to book an appointment today filled me with apprehension, and the experience has unfortunately increased my stress levels rather than alleviating them.

Felt unheard and let down by the service

Awful experience with this health service. The clinician I was seeing appeared ineffective and I questioned whether proper procedures were consistently followed. The care provided seemed inadequate for the complexity of my health concerns, and I felt unheard throughout my treatment. The counselling support was particularly disappointing. The counsellor came across as judgmental and dismissive, which was counterproductive. During sessions, I was told things that felt invalidating and harmful rather than supportive. Another counsellor made comments about my future prospects that were discouraging and unhelpful. The counselling team would benefit from additional training in their approach. This practice seems emblematic of broader issues within the NHS. I attended an online mindfulness session facilitated through this practice. When a negative comment was made during the group, the facilitator did not address it appropriately, despite knowing it was relevant to me personally. My interactions with the health professionals here have left me feeling they may hold prejudiced views. The psychological impact of these experiences has been significant, and I have no wish to return. Staff at this practice require training on data protection protocols. My health information has been mishandled on more than one occasion. There appears to be a lack of awareness regarding patient confidentiality safeguards. Additionally, I had concerns about examination procedures during a clinical appointment. I felt uncomfortable with how the examination was conducted and the approach taken regarding patient dignity and appropriate protocols. These issues have prompted me to seriously consider changing to a different practice.

Booking appointments remains difficult here

The practice was previously satisfactory but has experienced a significant decline in quality over recent years. Obtaining an appointment has become extremely difficult and interactions with the front desk staff have felt unwelcoming and dismissive. UPDATE: Following my complaint, I was approached by the surgery and had a constructive conversation with a member of the management team who recognised my concerns and indicated plans to provide additional training to the front desk team. This response has given me some hope for improvement.

Helpful admin team made booking straightforward

I have nothing but praise for the excellent and timely service provided by this medical practice. Special thanks goes out to the staff member in the administrative department for all their help.

Short wait and friendly reception staff

Excellent care with minimal waiting periods and welcoming team members. Consistently a positive visit.

Helpful support with urgent medical letter

The receptionist was very helpful with an urgent medical letter for my child. Their prompt service was much appreciated. Great service.

Reception staff could listen before responding harshly

I recognise that working at a medical reception desk is challenging, but I have consistently found the staff at this practice to be rather unpleasant in their interactions. I always approach conversations in a courteous and respectful manner to demonstrate that I am not seeking confrontation, yet I am regularly met with a harsh and aggressive tone. I understand that these are difficult times and everyone is dealing with personal challenges, but it would be beneficial if staff considered listening to what patients have to say before adopting such a defensive approach.

Reception staff were dismissive and unhelpful

A member of the administrative team demonstrated behaviour that felt dismissive and unprofessional during telephone interactions. There were concerns about how a vulnerable patient was being communicated with, particularly given their recent health challenges and family circumstances. The approach taken did not align with what we felt should be expected in terms of patient-centred care and consideration for family concerns. Our experience with this interaction was deeply upsetting and fell short of the standard we would hope to receive.

Phone staff hung up and were dismissive

This practice in southwest London has been a disappointing experience. The telephone staff can be dismissive and tend to end calls abruptly, while also offering medical opinions beyond their role. Many of the clinicians require significant persistence to obtain help or referrals, often seeming skeptical of reported symptoms. Obtaining copies of medical records involves lengthy delays of several months. The reception team has been problematic on multiple occasions—a young child was refused an appointment based on administrative circumstances rather than clinical need, despite remaining registered at the practice. Phone calls are frequently terminated without proper closure. Additionally, I experienced unprofessional conduct when a staff member made personal comments about me within earshot of other patients, which caused me considerable distress. Overall, I would advise others to consider alternative options for their healthcare needs.

Felt listened to and reassured throughout

I have been a patient at this NHS GP practice for over 8 years and have valued the quality of care delivered by the clinical and administrative team. The staff have consistently demonstrated a patient-focused approach, and I feel confident when contacting them with health matters. I am grateful for their service.

Online booking form saves time and hassle

Excellent service, the practice offers an online messaging system for contacting reception regarding appointments and other enquiries, which functions very effectively and provides quick responses, eliminating the need to wait on telephone lines. Appointments are typically available within a reasonable timeframe, and I would suggest this practice to others.

Appointment mix-up meant wasted trip today

I was somewhat disappointed today when I arrived at the surgery for my scheduled appointment, only to discover that there was no record of the booking on the system. I had understood that the appointment had been arranged internally, but unfortunately this was not reflected in their records. As a result, I had to rebook for a later date and make another trip to the surgery.

Doctor wouldn't listen to my concerns

Today was my first appointment at this practice and I suspect it may be my last. I had a disappointing experience during my visit. I felt the clinician was dismissive and unwilling to hear my concerns. Rather than listening to the full picture of what I needed to discuss, they seemed to make assumptions about my situation. Throughout the appointment, I found their manner to be unkind and unhelpful. It's unfortunate to encounter such an approach to patient care.

Hard to book but staff genuinely try to help

Difficult to reach due to high demand, though access has improved somewhat, and when an appointment is secured, the staff make genuine efforts to provide assistance.

Online booking form makes appointments effortless

Always fantastic! This medical practice represents the highest standard of NHS services and demonstrates genuine excellence! The reception and administrative teams make it straightforward to access the appropriate clinician at a suitable time. The online form option is particularly helpful as it gives staff the opportunity to manage requests thoughtfully and work at a sustainable pace. I consistently appreciate being able to submit a form and have the team handle everything efficiently—they consistently deliver outstanding results! The clinical staff are all highly skilled and professional, and whilst there may occasionally be a short wait, the waiting area is clean and welcoming, and you can be assured that everyone is working together to deliver the best possible care for all patients. The NHS faces considerable national challenges, and every team member deserves recognition and respect for their dedicated work!