Regent Medical Centre

Receptionist acknowledged me while on the phone

The front desk staff member was excellent. Although they were handling a call, they promptly acknowledged me and assured me they would attend to me shortly. When the call extended beyond their initial expectation, they apologised and reiterated that they would be available to help me as quickly as possible. I found this approach reassuring because I find it frustrating when staff members continue with their current tasks without acknowledging waiting patients.

Always helpful and easy to talk to

Always very supportive and helpful

Flexible rescheduling when I was running late

I arrived late due to traffic delays and the reception team was able to reschedule me for a later time slot. The care I received was courteous and professional, consistent with the standard of service I have experienced at this practice. I appreciate the assistance provided.

Polite staff made first appointment feel welcoming

The practice made a positive first impression. The team demonstrated politeness and helpfulness throughout my visit, and the clinician showed genuine empathy and understanding during the consultation.

Prescription wasn't sent despite staff reassurance

I was given a diagnosis of a respiratory infection and was informed that my prescription would be sent to a pharmacy for collection on the same day. However, after a day had passed, I discovered through a member of the reception team that the prescription had not actually been sent. As I had been experiencing a persistent cough for over two weeks and was in need of medication, I had attended the practice for an urgent appointment. I had to make two separate calls to the practice, both involving lengthy waits in the telephone queue, before my prescription was finally dispatched to the pharmacy. I would recommend that patients verify directly with the healthcare professional who has prescribed medication to confirm that it has been sent to the pharmacy. Contacting the practice by telephone can result in significant delays due to high call volumes, which meant that visiting the reception desk in person became the most practical solution for resolving the issue.

Helpful reception staff made the difference

Excellent experience

Seen quickly without any fuss

I was attended to promptly and the appointment ran smoothly.

Efficient service with friendly reception staff

Significantly better than before. Appointments available on the same day, minimal hold times when calling, streamlined processes, supportive staff, and clear information sharing. The newer member of the reception team is wonderful!

Departments don't communicate with each other

The practice feels disorganised, with little consistency across different areas and poor communication between departments. The reception staff came across as unhelpful and lacking in understanding. On one occasion, I waited on hold for an extended period despite the practice not appearing busy at the time. I had a positive experience with my previous healthcare provider for many years, but following a merger the service deteriorated significantly, with difficulty obtaining appointments and staff interactions that felt dismissive. Since moving to another practice, I have noticed a marked improvement in how I am treated and feel genuinely heard by the team.

Impersonal letters and dismissive care approach

The responsiveness and attentiveness at this clinic fell significantly short of expectations. Having been a UK resident for nearly a decade, I found the standard of care notably disappointing compared to previous experiences elsewhere. I received an impersonal written communication suggesting I pursue private treatment for a longstanding health matter that had been managed without issue at other NHS practices. Deeply unsatisfactory. Edit: Upon transferring to a different practice, my prescription was promptly renewed. This experience reinforced my view that the previous clinic's handling of my care was inadequate.

Re-registering twice made things unnecessarily complicated

The main difficulty I've encountered at this practice relates to having to re-register myself and one of my children on two separate occasions following house moves. Additionally, I was unable to arrange certain medical supplies through them because correspondence from a specialist centre was directed to my previous GP surgery. While this may not be entirely the practice's responsibility, it has been quite inconvenient. I also contacted an out-of-hours service once, and their letter similarly went to my old practice, which leaves me uncertain whether this information is properly documented in my current records. That said, I've had no trouble obtaining appointments for myself and my partner, and the practice handles children's appointments very well and treats matters with appropriate urgency. My son was promptly referred to the specialist centre on several occasions when needed.

Reception staff unhelpful with check-in process

The receptionist's manner was unpleasant and unhelpful during a visit for screening. Upon arrival, I was directed to check in using the screen-based system, though it later appeared this may not have been the correct procedure. The initial experience felt disorganised. However, the screening team themselves provided excellent care and support.

Receptionist made me feel welcome

The receptionist provided a pleasant and friendly experience.

Reception team made booking straightforward and easy

Over the last few months I have needed to contact the surgery on several occasions to arrange appointments and request additional prescriptions. The service I received from the reception team and clinical staff has been excellent. Thank you.

Friendly staff but impossible to book appointments

It's difficult to secure an appointment here despite making multiple attempts to contact the practice, and I'm frequently redirected to other services. The positive aspect is that the clinical staff are approachable and supportive when you do manage to get seen, though this unfortunately takes considerable time.

Impossible to book appointments with long waits

Would give no stars if possible. Unable to secure an appointment with a clinician. My spouse contacted the practice today and was informed of a substantial waiting period for an appointment slot. Despite this, the practice continues to advertise its availability to new patients. Having been registered with this practice for many years, I am now seriously considering transferring to an alternative medical practice. I was also puzzled by being directed to an external location for a routine blood test. Overall, the service experience has been disappointing.

Long wait and impersonal reception experience

The reception team were difficult to reach by phone. I spent an extended period waiting and was informed I was fourth in the queue. The interaction felt dismissive and lacked a personal touch.

Appointment booking system needs urgent improvement

I have been a patient at this practice for 30 years and have consistently spoken positively about it, as the clinical staff demonstrated the standards I would expect. Following the merger with Regent, the experience has deteriorated significantly. Obtaining an appointment has become very difficult, even when calling at opening time. The pre-booked appointment system appears ineffective and does not adequately serve patient requirements. When I contacted the surgery on a Friday seeking an appointment for my son's pain management, the earliest available slot was not until Tuesday. I subsequently rang to verify the appointment as I had not received a confirmation message, and was informed that the booking had not been recorded on the system. Fortunately, on this occasion I was still accommodated with an appointment the same day. There have been occasions when prescriptions have failed to reach my pharmacy. Contacting the surgery by telephone to speak with someone is extremely challenging. I would welcome the practice to acknowledge these issues and implement improvements.

Reception staff made booking appointments difficult

The reception staff member displayed a dismissive and unhelpful manner during interactions. Their approach seemed inconsistent with professional standards, and it appears this behaviour has persisted without apparent intervention or feedback. The overall service experience felt lacking in compassion during a time when support was needed. Accessing appointments has proven difficult, with in-person consultations appearing to be unavailable at this practice. The general impression is that the organisation prioritises administrative tasks over patient care, and clinical staff availability seems limited. The combination of these factors creates a sense that the practice is not functioning effectively. The overall experience at this medical centre has been unsatisfactory, with concerns about the professionalism and commitment demonstrated by staff across multiple areas of the service.

Receptionist made the whole experience worthwhile

The receptionist at this medical centre is genuinely the highlight of my experience there, and their warmth and kindness really brighten my visits!