Selborne Road Medical Centre

Referral lost in the system, poor communication

I attended an appointment in February where I was informed that a referral had been submitted to another service, with an anticipated waiting period of four to six months. After eight months had passed and I had made several calls to check on my status, I discovered upon contacting the practice directly that the referral had not actually been received. It appears the referral may not have been sent or there was no follow-up to confirm it had reached the intended destination. During my phone calls, the reception staff came across as somewhat curt, which made me feel as though I was being perceived as the source of the issue rather than someone seeking clarification.

Felt at ease from arrival to leaving

I have been attending this practice for three decades, and they truly are exceptional. I consistently feel comfortable from the moment I walk through the door and even more so when I depart. The team has maintained their high standards throughout my time as a patient and continues to demonstrate professionalism and genuine warmth.

Reception staff were genuinely helpful and kind

I consistently receive good care at this practice location. The reception team are helpful and accommodating, and I have found the clinical staff to be particularly supportive and efficient in their approach.

Staff showed genuine concern for my care

Outstanding service with meticulous attention to detail. The team demonstrates exemplary professional standards throughout. Every member of staff displays authentic care and compassion towards patients. Highly recommended.

Reception staff were dismissive and unhelpful

The reception staff demonstrated dismissive and prejudicial behaviour towards patients with certain health conditions, particularly those outside their typical patient profile. Those seeking support for less common or mental health-related concerns were treated with considerable difficulty and obstruction. There were instances where inaccurate information appeared to be recorded about patients. I accompanied someone to appointments at this practice and witnessed concerning conduct from the reception team towards them. While the clinical staff were professional and approachable, the reception team represented the primary point of contact and proved to be a significant barrier to accessing care. This negative experience with reception staff ultimately led to the person I was supporting transferring to a different practice, despite living considerably closer to the original location. The clinical team at the original practice were satisfactory, but the unwelcoming and discriminatory treatment from reception made continuing there untenable. The inconvenience of travelling further to access care elsewhere was preferable to enduring the ongoing difficulties with reception staff.

Couldn't get appointment when we needed one

It proved challenging to secure an appointment, and when a home visit was requested for an elderly family member, it was declined as it was not deemed necessary at that time. The family member subsequently required hospital admission a few days later.

Reception staff listened and made me feel valued

I have been a patient at this practice since 2015, when my family and I relocated to the area. The clinical staff and reception team have all been outstanding. I have ongoing health concerns that, while they will never fully resolve, have been listened to and treated with care. I have always felt that my concerns were acknowledged. The reception staff are particularly wonderful. Everyone brings their own strengths, and the team here truly excels in theirs.

Receptionists unhelpful and unwilling to listen

I would give a lower rating if possible. The front desk staff came across as unwelcoming, the clinical staff seemed ineffective, and management appeared unhelpful. The practice did not appear to take my concerns into account and seemed to act contrary to what I requested. I would strongly recommend seeking care elsewhere, whether that means travelling further afield, exploring private options, or looking internationally, as I found this practice fell significantly short of my expectations for medical care.

Easy to book appointments and caring staff

Excellent experience with the clinical team - they demonstrated genuine compassion and clear expertise. Booking appointments was straightforward and the front desk team consistently provided supportive and attentive service.

Staff listened carefully to our concerns

Our family has received care from this outstanding practice over an extended period. The team members are committed and attentive to patient concerns. We appreciate the service provided.

Felt unheard and dismissed by reception

Lacking in warmth and attentiveness.

Caring practice that listens to patients

An excellent medical practice that demonstrates genuine commitment to patient wellbeing and care.

Felt genuinely looked after at appointment

Lovely little old fashioned GP practice. Not been to a doctor's for years but really felt looked after by the clinician I saw. Very thorough and professional.