Regent Medical Centre

Friendly reception made the visit pleasant

Positive

Reception staff were polite and informative

All credit to the advanced nurse practitioner during previous visits and my last visit, who was very professional, caring, and thorough in their approach. They explained things clearly and listened attentively, whilst providing the necessary care and treatment in an efficient manner. I must also give credit to the reception team members, who were polite, informative, and professional throughout. Additionally, another advanced nurse practitioner deserves recognition for delivering similarly high-quality care and support.

Quick results feedback and thorough explanations

The advanced nursing staff member was very thorough and explained everything I needed to understand. The feedback regarding my test results was provided promptly and in a clear manner.

Nurse gave me a thorough and reassuring review

I was seen by a member of the nursing team during a recent appointment. The clinician who saw me was very professional and attentive. I cannot recall having such a comprehensive review. They were friendly and helpful, and made me feel at ease throughout the consultation.

Felt genuinely listened to and taken seriously

I wanted to leave a five-star review for the clinician I saw a few months ago. Although he wasn't able to provide direct treatment at that time because I had already been referred elsewhere for specialist care, he did help improve my wellbeing by genuinely listening to my concerns. I left the appointment feeling more positive about my situation because he took what I was saying seriously. He showed genuine care and made efforts to help expedite my referral process. I recognise that many things fall outside a clinician's control, but this appointment gave me a sense of compassion and reassured me that he was motivated by a real desire to help. Thank you for your care and dedication.

Reception staff made me feel genuinely supported

A member of the reception team is an absolute asset to this surgery, professional, courteous, understanding, and goes above and beyond to help. They are an absolute delight to speak to and if they say they will do something, they do it. An absolute superstar, and many thanks to them.

Poor directions left me confused and lost

I was directed to travel a considerable distance, which I found to be poorly organised. As someone with mobility difficulties who struggles with navigation, this arrangement was particularly challenging for me. I felt that my specific needs were not adequately considered in this situation.

Felt genuinely listened to and supported

Consistently demonstrated attentiveness and a supportive approach throughout my visit.

Reception team made booking straightforward and easy

Brilliant experience with the reception team who helped arrange the appointment my daughter needed. We saw a clinician who was a breath of fresh air, really taking time to listen to both me and my daughter, and considering the broader picture to support her recovery. Just wanted to say thanks 😊

Receptionists dismissive when booking appointments

I have been attending this medical practice since childhood, and my children have also been patients here. I am now approaching retirement age. The quality of care has noticeably declined since the recent management change. The overall experience feels disorganised. Some reception staff can come across as dismissive and lack compassion. During one instance, I was advised to visit a local pharmacy when no appointments were available for approximately a week. When I did so, I was informed they could not assist patients in a certain age group and was given an alternative contact number. After calling this service, I was offered an appointment at an urgent care centre. Upon attending, I was seen by a paramedic who was unable to help and suggested I return later in the evening to see a GP. This was frustrating when feeling unwell and needing medical attention. My son also had a difficult experience recently following his discharge from hospital after emergency surgery. My own previous attempts to secure an appointment were similarly challenging. When I called in mid-February, the earliest available slot was several weeks away. I had to call again as I was experiencing significant pain and was eventually accommodated. However, I would give five stars to one particular GP I eventually saw. He was attentive to my concerns, conducted a thorough examination, and provided appropriate treatment recommendations.

Impossible to book appointments at this surgery

I have experienced several disappointing interactions with this surgery, including one significant incident that I felt raised concerns at the time. I chose not to pursue the matter further after being informed that the clinician involved was departing the practice. However, I have since become aware that this individual has returned to the surgery, which has led me to reflect on my previous experience. More recently, I have found the service at this medical centre to be highly unsatisfactory. Obtaining an appointment is extremely challenging, and the booking system does not feel accommodating to patients' needs. When presenting with multiple health concerns, there is pressure to limit discussion to what fits within a single appointment slot, rather than being offered an extended appointment to address all issues comprehensively. This approach requires returning on separate occasions, which creates significant inconvenience for those juggling work and other responsibilities. Additionally, I encountered a frustrating situation when attempting to schedule a consultation and was informed that this was not possible due to an existing appointment with another healthcare professional already in my calendar. This restriction seemed unnecessarily bureaucratic and unhelpful. The requirement to telephone at 8am to request same-day appointments is problematic and appears inefficient. The telephone lines are consistently congested, and when contact is eventually made, there is an expectation to explain and justify the urgency of the medical concern – placing the burden on patients to validate their need for care. Overall, the rigidity of the system and apparent lack of consideration for patients' circumstances is deeply frustrating. The practice would benefit from reconsidering its approach to better serve patient needs and accessibility.

Staff listened and genuinely tried to help

Consistently courteous and approachable, with a genuine willingness to assist. This is an excellent medical practice where staff members pay attention to what patients say and make genuine efforts to provide support.

Caring practice that listens to families

An absolutely wonderful and compassionate medical practice, based on my family's experience spanning over three decades. I am very grateful to the entire team.

Prescription mix-up left us waiting without communication

Attended an appointment with an elderly family member where a specialist nurse presented a couple of options and we opted for medication rather than a hospital referral given the absence of pain, however the prescription did not reach the pharmacy. It was mentioned that a call would be made later that day, during which time I contacted the pharmacy multiple times to check on the medication's arrival. Following a conversation with another family member, the nurse indicated she had given the matter further thought and felt a referral would be more suitable, though she did not appear to consider informing us through administrative channels that the prescription would not be coming through or that contact would be made at a later time. I called back the following day to learn that a discussion had occurred and the referral approach was acceptable; I was advised at 2pm that I was next to be contacted and to anticipate a call within half an hour, yet I waited considerably longer before calling back myself. There was neither an apology nor any acknowledgement of the delay, simply an explanation that clinic needed to be completed first. These represent only the more recent concerns - were it not for the longstanding relationship these relatives have maintained with the practice over an extended period, alternative options would be seriously considered.

Helpful and professional appointment experience

Very satisfied with the care received. The clinician was excellent, demonstrating helpfulness and professionalism throughout. Would strongly recommend to others.

Reception staff were dismissive and unhelpful

The receptionist was unhelpful and displayed a lack of courtesy. There seemed to be little regard shown for patient needs during interactions at the desk.

Staff member went above and beyond with support

I have been in contact with a member of staff for a few days now regarding a matter that required attention, and they have been absolutely fantastic and a credit to the practice. Thank you for your care and understanding, it really is much appreciated!

Same day appointment made booking straightforward

Excellent service received today at the practice, with a same-day appointment arranged and a very pleasant consultation experience. The healthcare professional I saw was genuinely helpful and professional, and it would be wonderful to see them continue as part of the team for a long time to come.

Reception staff really went the extra mile

Have been great with me recently! Particularly the staff member today who went above and beyond to find out what was going on with an ongoing referral! Thanks!

Quick appointment with clear explanations throughout

The appointment ran on schedule. The service was satisfactory. The process was straightforward and efficient. The healthcare professional provided clear explanations and ensured I had a good understanding of all relevant information.