Queens Road Surgery

Patient Experience Summary

Patient feedback reflects a mixed experience across the practice. Clinical staff, particularly in specialist and medical roles, receive consistent praise for professional competence, attentiveness, and compassionate care. However, reception experience emerges as a significant concern, with multiple patients reporting discourteous conduct, lack of respect, and unhelpful behaviour during registration and appointment booking interactions. Communication barriers are evident, with some patients describing difficulty reaching clinicians directly and feeling dismissed when seeking support.

Appointment access presents a practical challenge, as phone lines become overwhelmed during peak hours, making scheduling difficult despite the medical team's clinical excellence. Several patients highlight positive experiences with same-day appointments and efficient prescription management when they successfully reach the practice. Staff warmth and support vary considerably, with some reception staff described as welcoming and understanding, whilst others are perceived as dismissive and aggressive, particularly towards vulnerable or unfamiliar patients.

Where patients have engaged with clinical services, outcomes demonstrate responsive healthcare and effective treatment. The inconsistency between clinical care quality and reception experience represents the primary tension in feedback, with the practice's ability to deliver patient-focused care appearing dependent on which staff member patients encounter.