Saffron Health Partnership

Lost sample and removed from practice

I had a very negative experience at this practice. I attended an appointment approximately two months ago to submit a sample for testing, but I never received any communication about the results. After spending a month attempting to obtain information, I was informed that the sample could not be located. I submitted a formal complaint regarding this matter. While a manager did contact me, I felt the response was unsatisfactory and lacked acknowledgment of the issue. Shortly after, I received correspondence indicating that my registration with the practice had been terminated. This has left me in a difficult position without a GP while managing an ongoing health concern. Overall, I was extremely disappointed with my experience at this practice.

Online booking system doesn't reach anyone

Absolutely terrible. I have never had a worse experience with a GP practice. I feel the online booking system may not be monitored effectively, as if the inbox is not being accessed regularly. I've attempted multiple times this week to secure an appointment without success. Additionally, attempting to reach someone by telephone proved equally unsuccessful, as calls went unanswered.

Phone appointments only, staff don't listen

I have been a patient at my local medical centre for over 25 years. Since the pandemic, I have found the service to have declined significantly. Appointment availability has become very limited, with consultations primarily conducted by telephone rather than in person. When I do manage to speak with staff, I feel they do not listen properly to my concerns and seem dismissive of my needs. I have considered switching to another health centre in the area, but my experience there was similarly disappointing, with no improvement in appointment access or the quality of interactions. I am frustrated by what I perceive as a lack of professionalism and genuine care for patients' wellbeing. The staff appear to simply go through the motions without properly addressing questions or concerns. I would appreciate the opportunity to access a GP service that offers face-to-face appointments and where healthcare professionals take time to listen and engage meaningfully with patients.

Phone call left me feeling patronised and dismissed

I contacted the practice recently regarding a concern with my medication. Prior to this interaction, I had not encountered any discourteous behaviour, but this experience proved to be different. When I raised a question about why a particular matter appeared to have developed unfavourably, the tone of the conversation shifted noticeably. The response came across as dismissive and somewhat patronising, to the point where I considered ending the call. There appears to be a pattern evident in feedback regarding instances of discourteous conduct, which the practice would benefit from addressing. As of September 2025, it appears that leaving reviews on Google for this practice is no longer possible. It is unclear how this situation has been resolved, though one might question whether this change has had any bearing on the practice's review ratings.

Couldn't get through on the phone

This practice fell well short of expectations.

Impossible to book appointments with this surgery

This practice appears to be among the poorest surgeries available, with significant difficulty obtaining appointments to see a clinician. On the rare occasion an appointment is secured, it may be with a healthcare practitioner whose assistance feels limited in addressing concerns. There seems to be little visible progress or responsiveness to feedback, making the overall experience deeply unsatisfactory. A very disappointing healthcare facility.

Quick rejection without reading form

I completed a lengthy registration form at the clinic, and received a text response within a couple of minutes indicating that no appointments were available and my request had been closed. It seems unlikely that the form was thoroughly reviewed in such a short timeframe. I found the experience at this surgery to be disappointing. I would prefer to have access to alternative healthcare options.

Long phone wait for unhelpful information

I waited 40 minutes on the phone only to be informed that appointments cannot be booked through that method and that I would need to use their online system instead. I found it frustrating that the receptionist was unable to assist with this basic task. I was disappointed with this aspect of the service.

Long waits and broken online booking system

The medical professionals here are disappointing, and the waiting times are frustrating. I was in the queue significantly later than my appointment slot and still had not been seen. The online booking system is also problematic. I would caution that if you become unwell, you may experience considerable delays in being attended to unless your condition is deemed urgent.

Triage completed but still no appointment offered

I'm puzzled about the approach to appointment scheduling following the triage process. The extended hours that were introduced seem to have been intended to facilitate advance booking for patients, yet this doesn't appear to be happening consistently. It would be helpful if the practice were to review the current NHS guidance on this matter. A tiered system prioritising urgent cases while offering advance slots for routine matters, even if several weeks ahead, would seem more efficient than repeatedly asking patients to complete lengthy triage assessments while citing capacity constraints. The triage questionnaire itself could benefit from being more concise. It's unfortunate that reception staff bear the frustration from patients when these systemic issues are beyond their control. Leadership intervention to address these operational challenges would be beneficial.

Online booking system wasted my time

I spent 15 minutes early in the morning filling out an online appointment request form, only to receive a message an hour later stating that no appointments were currently available. I rarely visit the surgery, but on this occasion I was feeling particularly unwell. The online booking system did not appear to function effectively for my needs, as I was unable to secure an appointment despite my symptoms. I subsequently attended a walk-in centre in the local area and was seen by a healthcare professional within half an hour. I was diagnosed with a throat infection and prescribed a course of antibiotics lasting ten days. I found the walk-in centre to be significantly more responsive compared to my experience with my regular practice, which has disappointed me on multiple occasions. I believe the practice needs to be more responsive to patient feedback and concerns, as the current situation feels inadequate.

Difficult to book appointments, felt unheard

This is my current GP practice, but it is difficult to obtain appointments, even for a sick note. During my recent visit, I was seen by a clinician who I felt was not understanding. Their approach seemed firm, which left me feeling stressed and upset, particularly as I had come in with a health concern. I was not satisfied with the care I received during this appointment and am considering making a formal complaint.

Reception staff dismissed my booking request

I had a disappointing experience with the reception staff when trying to arrange an appointment for my young child. Rather than assisting with the booking, the staff member seemed more focused on questioning my familiarity with the online appointment system. Their reluctance to provide support by telephone came across as unhelpful and unprofessional, making what should have been a straightforward request feel considerably more complicated than necessary. I felt that the interaction lacked the supportive approach I would have expected from someone in a patient-facing role, and the conversation left me feeling frustrated.

Felt genuinely listened to and supported throughout

I cannot fault this practice. The clinicians here are exceptional and consistently go above and beyond to support me with my ongoing healthcare needs. I always feel at ease during my appointments and truly appreciate the level of care provided. The team deserves recognition for their dedication and commitment to their patients. I would highly recommend this practice to anyone seeking quality medical care.

Consistently failing to meet basic standards

This practice falls significantly short of what should be expected from a medical surgery, with persistent shortcomings that suggest a lack of genuine commitment to patient care.

Impossible to book an appointment here

Getting an appointment here takes longer than waiting for divine intervention...

Receptionist helped me get urgent medication quickly

I would like to express my gratitude to the reception staff member who assisted me this morning in obtaining some urgent medication promptly. I would also like to extend my thanks to the pharmacy team member who provided such helpful and considerate support.

Quick callback and prescription sorted same day

Contacted the surgery through the online platform at 4pm. Received a call from a clinician shortly before 5pm and following a comprehensive discussion, a prescription was provided. Excellent and efficient service, much appreciated.

Online booking made getting an appointment simple

I've previously struggled to obtain GP appointments, but my most recent visit to the local practice proved to be a very positive experience. The appointment booking system online was straightforward and efficient. I was able to secure an appointment without delay and felt that my concerns were properly heard and addressed. A referral to secondary care was arranged on the same day, and the hospital's online booking facility allowed me to select a time that suited my schedule without needing to make phone calls. Throughout the entire process, everything felt well-organised, clear, and considerate of patient needs. I'm grateful to the staff for streamlining access to healthcare in this way. This represents a meaningful improvement in how smoothly and conveniently patients can navigate the system.

Booking appointments is nearly impossible here

I would give a lower rating if it were possible. The process of securing an appointment is extremely difficult.