Quakers Lane Surgery

Felt listened to during a procedure

I attended an appointment for a procedure I had been apprehensive about. The clinician took time to walk me through what would happen and kept me informed throughout. The approach was considerate and the experience proved far less daunting than I had anticipated. I found the staff member to be very pleasant and reassuring.

Booking appointments through the app was straightforward

Outstanding experience. Booking an appointment via the NHS app was straightforward and convenient. The clinician demonstrated strong expertise and was approachable and warm. The administrative team's follow-up was well-coordinated, courteous and smooth. I feel fortunate to have access to such a capable and attentive service. Excellent work! 👍

Reception staff repeatedly refused to release medical records

I left this surgery and required access to my medical records. The staff repeatedly stated they were unable to locate them, which raised concerns about compliance with data protection regulations given the length of time the records should have been retained. I was consistently directed to contact the relevant authority, even after speaking with a senior member of the reception team. It was only when my new practice indicated they would escalate a formal complaint that the records were finally provided, comprising a substantial number of pages that the original surgery had previously claimed not to have. I was disappointed by this experience and am pleased to have found a new practice with a more helpful approach. The clinical staff at my previous surgery were competent, however the reception team's conduct left much to be desired. During my time as a patient, I contacted the surgery regarding a health concern and persistent symptoms. When I called to arrange an appointment, the receptionist offered over-the-counter advice rather than facilitating a consultation with a clinician. When I subsequently transferred to my new surgery and requested that a prescription be forwarded to them, the previous practice declined to do so. Overall, I found the reception team's service to be unsatisfactory and felt their approach was unhelpful throughout my time there.

Helpful phone advice that put my mind at ease

The healthcare professional I spoke with today on the phone was absolutely wonderful, offering excellent guidance in a warm and approachable manner that genuinely helped ease my concerns. I'm very grateful for the experience and would certainly recommend them to others.

Staff remained patient despite appointment delays

My spouse and I have consistently found every member of staff at this practice to be helpful, patient, and professional, demonstrating excellence across all aspects of their work. Certainly, there are occasions when waiting times occur, and appointments don't always run precisely to schedule with limited communication provided, but that's simply part of the reality. We should be grateful for having access to a medical practice and the NHS, which offers considerably more than many people elsewhere are fortunate enough to receive. We're truly grateful that whenever we've needed support, the practice has been there to assist and do their best to help resolve matters. We hold the practice in very high regard and deeply appreciate everything they do.

Quick appointment booking on the phone

I called to book an appointment on a weekday morning at just after 8 o'clock and was able to secure a slot within just over an hour. The booking process was efficient and helpful.

Found a surgery that actually listens

Extremely favourable. It comes down to discovering a healthcare provider who truly comprehends your needs and being treated by approachable staff members, and I have experienced both of these qualities at this practice.

Quick appointments and easy online contact

I have absolutely no complaints whatsoever. Appointments are consistently available when required, and I never experience significant delays. Getting through by telephone is straightforward, and the online contact method is equally convenient and efficient. Repeat prescriptions are always processed promptly. The team members are welcoming and approachable. The facility itself is pleasant, and I feel fortunate to be registered there as a patient.

Reception staff dampened an otherwise pleasant visit

The clinical staff are quite nice and helpful, and extremely pleasant, but the surgery itself is unwelcoming due to its miserable appearance and drab interior. The reception team are somewhat unfriendly and rather gloomy for my liking—it's almost as though they view patients as an inconvenience, and the new protective screening adds to this impression.

Appointments easier to get now

The service quality has noticeably enhanced and is now excellent. I have managed to secure appointments at times that suited me, and test results have been returned promptly. The team has been courteous and approachable throughout my interactions.

Couldn't book appointment through phone queue

Could you please arrange an appointment for the requested date at the local hospital?

Helpful support with my medication concern

I appreciated the assistance and reassurance provided by both the reception staff and pharmacy team when I had a concern regarding my medication.

Efficient booking system and friendly reception

Satisfactory experience that met standard expectations for a medical practice.

Staff were helpful and made me feel valued

I cannot speak highly enough of the entire team at the practice. They have demonstrated exceptional helpfulness throughout my experience. I am very grateful for their support.

Receptionist went the extra mile for us

I appreciate the care and compassion shown to my husband during his visit while he was travelling through the area. The front desk staff were incredibly supportive, and the clinician was engaged and provided the appropriate medication. I'm very grateful to the entire team.

Efficient and friendly appointment experience

I was seen by a clinician who demonstrated excellent efficiency, friendliness, and professionalism throughout the appointment. The care provided was of a high standard.

Reception staff could be more considerate

I have experienced some challenges with my care at this practice. The reception staff could be more courteous at times. During consultations, there seems to be limited time available, and I felt that my concerns were not always fully heard or acknowledged. I was particularly disappointed when medication was discontinued without adequate discussion about resuming it, and when physical symptoms affecting my mobility were not properly addressed. When I was struggling emotionally following a significant loss, I would have appreciated a more compassionate approach. Overall, my experience with this practice has been unsatisfactory.

Reception attitude needs improvement

The clinical staff are excellent, however one member of the reception team demonstrates a notably poor demeanor when handling telephone calls.

Easy online booking system made it simple

The website and online platform are straightforward and simple to navigate.