Redburn Park Medical Centre

Struggled to see my regular doctor

With all due respect to the person mentioned, they are fortunate to have access to their preferred clinician, as I have not been able to see mine in two years. Instead, I have had appointments with other practitioners who, in my view, have not demonstrated the level of competence I would expect.

Same-day only appointments don't work for working people

Consider looking elsewhere if you're seeking a new GP practice. I attempted to book an appointment by phone only to learn that they now exclusively offer same-day appointments, requiring you to call at 08:30 on the day itself. This system is impractical for someone in my situation with standard weekday working hours from 08:00 to 17:30. The receptionist displayed a lack of understanding and offered no suggestions or alternatives for securing an appointment, simply repeating in a detached, monotone manner that appointments are unavailable unless you attend at 08:30 to check for same-day availability. I previously spoke highly of this practice to others, but it has deteriorated significantly over recent years. Clinical staff appear to rush consultations without adequately investigating concerns, while reception staff frequently fail to respond to incoming calls, which I have personally witnessed on multiple occasions. When they do answer, they demonstrate minimal interpersonal skills and communicate in a manner that feels robotic. The current appointment system requires urgent reconsideration as it fails to accommodate working individuals. Those in employment need scheduled appointments to obtain authorisation for time away from work to attend medical consultations. Additional training in compassion and interpersonal communication would also be beneficial.

Poor support when it mattered most

Inadequate support for end-of-life care needs

Receptionists unhelpful with information requests

This is my son's medical practice and I find the reception staff to be quite dismissive and unhelpful. They don't make things straightforward by explaining what information is needed before you request anything. If you're looking for assistance, I'm afraid you won't find much support from this team.

Phone callback system made all the difference

Really pleased with my experience today, which is quite different from how phone services have operated previously! I sustained a back injury this morning and was pleasantly surprised to find a queuing system in place that allowed me to avoid waiting on the line. Instead, I was able to request a callback when it was my turn, which I did. A call came through about ten minutes later from a friendly clinician who provided me with a prescription for pain relief. Within an hour of my initial contact, I'd also received a text with a link to download physiotherapy guidance. The practice appears to have made significant improvements to their service! It's wonderful to see these changes, and I'm genuinely grateful for how efficiently everything was handled. It really does make a difference xx

Reception staff shouldn't ask about medical details

I feel it's important to highlight that reception staff are administrative personnel rather than clinically qualified professionals, and therefore shouldn't be positioned in a role that requires them to assess medical concerns. This is particularly relevant when sensitive health matters are involved, where the gender of the person handling the call could significantly impact a patient's comfort in discussing their issue. I had a telephone appointment scheduled, but unfortunately missed the call while managing my ongoing health concerns. The practice has arranged blood tests as part of my investigation, however the extended timeframe for results and lack of clarity about my condition has been frustrating and is affecting my ability to work effectively. I feel uninformed about my health status and believe the diagnostic process has taken longer than necessary. I intend to escalate this matter through appropriate regulatory channels.

Reception team really went the extra mile

The team here are wonderful, displaying professionalism alongside genuine warmth and compassion. Booking appointments is straightforward, as the front desk staff go the extra mile to accommodate requests whenever possible.

Reception told me to ring daily for appointments

Unable to secure an appointment booking, with reception staff advising to call back on a daily basis.

Staff made genuine effort despite constraints

The team consistently makes a genuine effort to support patients, and I recognise the challenges they face with resource constraints. Despite these difficulties, they demonstrate a real commitment to providing care. All members of the staff are unfailingly courteous and willing to assist.

Friendly practice with comprehensive services available

What a wonderful practice to have joined after relocating. Everything appears to be well-organised and comprehensive, with an impressive range of services and support available. The entire team demonstrates genuine friendliness and helpfulness. Very grateful for the positive experience.

Reception ignored phone calls repeatedly

The reception staff were unhelpful and dismissive whenever I called. They consistently claimed to be busy, though I observed them appearing to socialise rather than attend to their duties. On one occasion when I visited in person, I noticed the phone ringing repeatedly without being answered, while staff appeared to be ignoring incoming calls. I found the reception experience frustrating and would suggest others may wish to consider alternative options.

Phone line staff were unhelpful and rude

I would not recommend this practice based on my experience. The telephone support was unhelpful, and I found the staff manner to be unwelcoming. I feel the service was not used appropriately for my needs, and despite receiving multiple pieces of advice, my situation remained unresolved. I cannot suggest this practice to others.

Receptionists dismissive about appointment timing questions

The reception staff came across as unhelpful and struggled to understand straightforward enquiries, failing to offer adequate assistance or clear responses. I had a scheduled phone appointment at a set time, but was informed that the appointment system doesn't operate that way and that I would be contacted whenever convenient for the practice. However, they were unable to provide any indication of when that might be. Despite this uncertainty, I was advised against booking an alternative appointment.

Receptionists dismissive, appointment poorly managed

The reception staff displayed unhelpful attitudes and appeared unwilling to engage properly. The clinician seemed rushed during the consultation and did not allow adequate time for discussion or responses before concluding the appointment, which resulted in significant disruption to my friend's schedule as they waited for the appointment to be completed as expected.

Phone lines constantly engaged and impossible to reach

It is extremely difficult to reach the practice by telephone, even when attempting to call multiple times across different days. The line is frequently busy. I have called during stated opening hours from outside the clinic and observed that no staff members appeared to be using the telephone, yet the line remained engaged. On the rare instances when contact is successfully made, callers are advised to attend the clinic early in the morning to inquire about potential cancellations. The practice would benefit from implementing an online booking system, as the current telephone-based approach appears ineffective for patient access.

Difficult to reach by phone for appointments

It has been challenging to reach the practice by phone. When I call during daytime hours to request an appointment, I am consistently directed to phone at 8:30 in the morning if I want to be seen that same day. I find it frustrating that advance bookings for later dates do not appear to be readily available. When I do attempt to call at the suggested time, the lines are frequently engaged for extended periods, which I suspect is due to the practice directing all patients to call at the same early morning slot. This approach seems to create a bottleneck that makes it difficult for the practice to manage the volume of incoming calls effectively.

Couldn't get through on the phone all morning

We have experienced significant difficulty accessing the practice this morning. After attempting to get through for an extended period, we remain unable to connect. The wait has been frustratingly long.

Friendly reception and prompt phone answering

Redburn Park Medical Centre is a pleasure to visit, with reception staff who are friendly and accommodating, and telephone calls answered without delay. Based on my visits, the clinical staff create a comfortable atmosphere and demonstrate attentiveness to patients. Overall, it has been a positive experience, particularly when attending while unwell.

Struggled to reach anyone by phone at reception

I found it challenging to reach a clinician, as the reception team either failed to answer calls or ended them prematurely. Out of numerous call attempts, most did not even connect. While I recognise that services are under considerable pressure and may be struggling to manage demand, which is concerning in itself, my situation felt particularly worrying given that I was dealing with a serious health concern whilst caring for a newborn. What troubled me most was the lack of follow-up regarding my test results. There was no clear next step, no procedure outlined, and nobody contacted me to discuss my findings, which could potentially indicate something significant. I simply wanted reassurance and clear guidance on what steps I needed to take to address my health issue so I could live well and be present for my child. Instead, I felt unsupported and uncertain about the care I was receiving. I am concerned about the current state of NHS services and the apparent gaps in care and support at the surgery. Additionally, I felt uncomfortable that reception staff communicated my results to me rather than a clinician, as this prevented proper discussion and planning of any necessary follow-up investigations. When I asked about booking an appointment, I was simply directed back to reception, when ideally a clinician should have been managing this situation from the outset.

Staff were helpful and made me feel heard

The entire team, including those at reception and clinical staff, provided excellent service.