Regent Medical Centre

Receptionists never answer the phone here

I wish there was no star option for this surgery. I am a healthcare professional myself and would not recommend it to anyone. The reception team does not answer calls consistently throughout the day, and if your situation requires urgent attention, you may need to visit in person to confirm they are available. Unfortunately, regardless of the urgency of your needs, same-day telephone or in-person appointments do not appear to be offered, and staff do not seem willing to help arrange alternative care at nearby facilities. Managing repeat prescriptions appears to be treated as a significant burden. If you are a patient here, you should expect to take a largely independent approach to managing your healthcare. This is disappointing.

Long waits to reach reception staff

I have been a patient at this practice for many years and was very satisfied until a recent merger took place. Since then, I have found the reception staff to be unhelpful, with long waiting times to reach anyone by phone. Obtaining an appointment has become increasingly difficult, and the practice no longer provides same-day availability, which means planning ahead for potential health issues. I am very disappointed with the current service and am considering registering elsewhere.

Reception attitude shifted when supplements were questioned

We have been patients at this practice for quite some time and have previously appreciated their willingness to incorporate both conventional and alternative approaches to healthcare. Unfortunately, the experience has deteriorated significantly. During a recent appointment for our youngest child, the clinician expressed strong disapproval regarding a widely available supplement that our child had been taking on the recommendation of another practitioner at the same surgery. The clinician became dismissive in tone, describing the supplement as harmful and indicating they would escalate the matter to social services. They continued to voice concerns about supplements being sold through retail outlets and their potential impact on public health. Social services subsequently made contact the following day, though they appeared uncertain about the circumstances and decided not to pursue any involvement.

Rude and dismissive during my appointment

The quality of care at this practice has declined significantly over time. During my recent appointment, I found the clinician to be dismissive, domineering, and unwilling to engage with my concerns.

Same day evening appointment made it convenient

My daughter was able to receive an appointment in the evening, which allowed her to be seen on the same day and made it convenient for me to bring her along after finishing work.

Quick phone booking and same-day prescription

The appointment booking process over the phone was remarkably efficient. I completed all the necessary information on the website and submitted supporting documentation, and received a call back within approximately fifteen minutes. I recognise that certain situations may require an in-person consultation, though this wasn't needed in my case. My prescription was promptly forwarded to my local pharmacy. I was very satisfied with the overall service provided.

Long phone waits spoiling otherwise good care

Our family has been attending this practice since 1990, initially when it was located at the previous address. The clinical staff throughout the years have consistently demonstrated attentiveness, friendliness and a supportive approach. The nursing team members have always been exceptional, displaying genuine care alongside strong clinical knowledge. The reception staff are equally cooperative and helpful. However, there appears to be a significant issue with the telephone system that has emerged recently. Callers experience substantial waiting times, regularly between 30 to 80 minutes, regardless of when contact is attempted. Calling at opening time results in engaged tones requiring repeated attempts, and once connected, callers may find themselves positioned far back in a queue. The practice would benefit from addressing this matter, particularly given any potential service expansion, which might reasonably be expected to improve accessibility. It seems likely that upgrading the telephone and appointment booking infrastructure would require financial investment, which may be a barrier to resolution. My calls are typically for non-urgent matters such as confirming appointment details or making enquiries about prescriptions for older relatives, yet the current waiting times are unreasonably lengthy. The practice might consider implementing automated systems to handle routine requests, introducing call routing options to direct enquiries more efficiently, or establishing a callback service through additional administrative support.

Phone queue system needs urgent fixing

I waited on hold for an extended period and finally reached the front of the queue, only to have the call disconnected. When I called back straight away, I found myself back in the queue again and remained in that position throughout my wait. This was very frustrating, particularly when trying to access medical care. I was also puzzled by the difficulty in getting through on the telephone line during the day on a Wednesday.

Reception staff attitude needs improvement

The receptionist's manner was quite unpleasant and their attitude left much to be desired.

Can't get through on the phone

The experience was disappointing due to persistent difficulties reaching the reception team. The early morning appointment booking system could benefit from improvement.

Helpful reception staff made booking straightforward

Had an excellent experience during a recent visit to this surgery. Would definitely recommend it to others.

Friendly reception made the visit pleasant

Excellent

Long-standing practice now runs efficiently

I have been familiar with this practice since the early 1980s, when I was employed there myself. The practice has since relocated to a new facility and operates in a reasonably efficient manner, offering in-person consultations to patients.

Friendly reception staff made the visit pleasant

The receptionist at this surgery is exceptionally friendly and helpful, proving to be a valuable member of the team. Thank you for the excellent service provided.

Reception staff made me feel genuinely welcomed

I have been a patient at this practice for over two decades. While I have not required frequent appointments myself, I gained considerable experience with the service when a family member was also receiving care here. The practice has undergone various changes over the years, with mixed results. However, there is one member of the reception team who has consistently demonstrated warmth and helpfulness throughout my time here. Additionally, I recently encountered a nursing staff member for the first time, who proved to be approachable, patient and compassionate with a genuinely pleasant demeanor. Both of these team members are a genuine asset to the practice and reflect well on the service provided.

Reception staff could be more welcoming

The receptionist's demeanor was not welcoming.

Reception staff helpful but doctor selection matters

If you see one of the male practitioners here then you're in good hands but there's one female practitioner here whose diagnostic approach I found questionable during my visit. In future I'll request to see a male practitioner.

Reception staff made phone calls unpleasant

The clinical staff are consistently pleasant and supportive, however the reception experience can be challenging. Interactions at the desk tend to feel unwelcoming, which makes contacting the practice feel daunting. Unfortunately, this appears to be an unavoidable part of using the service.

Reception staff could be more welcoming

There is a member of the reception team whose manner tends to be quite curt, and their attitude comes across as unfriendly, which detracts from the overall experience when visiting the practice.

Helpful staff made the appointment smooth

I would suggest Regent Medical Centre to anyone considering registering as a patient. The entire team demonstrates exceptional helpfulness and professionalism throughout. One member of staff particularly stood out during my visit. My father has been speaking very positively about his experience all evening. This staff member displayed all the qualities you would hope to find in an excellent healthcare professional - demonstrating kindness, warmth and genuine approachability. The care provided was attentive and considerate, and this person is clearly a valued member of the practice.