Shakespeare Road Medical Practice

Terrible service that failed me and my child

Terrible medical practice. Their digital consultation is completely non-functional! Despite a recorded message suggesting a call-back option, it's impossible to actually request one. I was informed I'd receive a follow-up call after 8 days to assess my appointment needs. I deliberately cleared my work schedule to be available for this call, and predictably, no one contacted me. Now I'm attempting to secure medical help for my child, but their online system is utterly useless. I cannot connect through any means, and the e-consultation platform is totally broken. This entire surgery practice is absolutely worthless!

Frustrating service with endless waiting and confusion

Ever since the management switch, their service has deteriorated dramatically. They claim they'll contact you within two days, but instead send a scheduling text a full week later, which ironically just instructs you to phone in and arrange your blood tests yourself. Currently, I'm stuck as the 20th caller waiting in their seemingly endless queue.

Terrible service and unhelpful medical advice

I attempted to contact the practice and endured a two-hour wait before someone finally picked up. They did schedule a consultation with a doctor. After the lengthy wait, they called me back, and I described my son's symptoms. They dismissed it as a viral infection that would resolve on its own. My son has been running a fever since Tuesday and is now experiencing a sore, hoarse throat. When his temperature rises, he develops a headache. Instead of recommending an in-person examination or strep test to confirm the viral nature of the illness, they simply advised, "Give him Calpol." In my previous location, I always received immediate appointments directly from the reception, without being redirected to a doctor's call.

Worst customer service ever frustratingly slow

I've been struggling to schedule appointments for days and spending endless hours on hold just to reach a representative. The customer service is absolutely abysmal and completely unacceptable.

Terrible service and long wait times at practice

The medical practice used to be top-notch. However, after the ownership transition, the service has deteriorated dramatically. I recently experienced an excessively long wait time, spending over an hour on hold despite only nine people in the queue. In the past, even with more than 30 people waiting, the wait was shorter. When I finally got through, I was informed that no appointments were available, even for an infant. The physicians seem increasingly hesitant to provide in-person consultations.

Terrible service left my partner in medical limbo

On my partner's behalf, I'm sharing her experience. After sustaining an injury several months back, she developed an infection. Repeatedly, she attempted to secure a medical appointment but was consistently dismissed. The sole staff member who genuinely acknowledged her concerns was a compassionate nurse (who will hopefully recognize herself in this account). Moving to recent events, she initiated a phone consultation, enduring a grueling 90-minute wait, only to be abruptly disconnected when finally reaching the front of the queue. Visiting the practice in person, she sought an appointment and was promised a callback from a physician that afternoon - unsurprisingly, no such call materialized. Her chances of seeing a general practitioner seem slimmer than winning a lottery. Fortunately, I've maintained my connection with a different medical practice.

Frustrating healthcare experience with zero answers

Instructed to schedule an electronic consultation... because of being two weeks overdue on my menstrual cycle and experiencing menopausal symptoms... and then radio silence for 48 hours... suddenly I receive a notification about a phone consultation scheduled a full 17 days after my initial contact. How can they possibly diagnose menopause without a physical examination and blood tests?? Am I expected to somehow demonstrate medical evidence through a telephone conversation?? Completely unacceptable and utterly appalling.

Terrible service and lack of patient care

Can't even schedule a basic appointment... I'm returning to my previous doctor, who actually shows genuine concern for their patients.

Tammy saves the day with exceptional customer service

I'm giving Tammy a perfect rating because she stands out dramatically from other receptionists I've encountered, who have previously seemed unhelpful and obstructive, even including the prescription manager. Tammy, however, is completely different - a true professional who actually assists patients. Over the past few weeks, I've needed to visit the surgery to address some issues, and each time Tammy has been exceptional, handling my concerns exactly as a competent receptionist should. As someone who works in reception myself, I understand how challenging this role can be, especially during these demanding times. Therefore, I want to sincerely commend Tammy for her outstanding service and genuine commitment to helping patients.

Compassionate care that truly makes a difference

Throughout the past year, the medical professionals and support team at this Surgery have consistently provided exceptional care. No request has ever been too demanding, and their unwavering commitment is evident in every interaction. Even during challenging transition periods, when the staff were clearly overwhelmed with constant patient inquiries and working at maximum capacity, they maintained a remarkable level of composure and compassion. Each team member, from doctors to receptionists, has approached my needs with genuine dedication and respect. Their consistent professionalism and kindness have been truly remarkable, and I am deeply appreciative of their support for my health and ongoing well-being. The entire team's commitment to patient care has been nothing short of outstanding.

Compassionate care during my covid crisis

I reached out to the medical practice while experiencing severe COVID symptoms, and the receptionist, who I think was named Sophia, was incredibly supportive and professional. She immediately forwarded my details to Dr. Ford, who promptly returned my call and helped me obtain the appropriate medical guidance. Without their swift intervention, I'm convinced my health situation could have been much more serious. I want to express my sincere gratitude to both of them - though they might simply consider this part of their routine work, their compassionate and efficient approach made a significant difference during a challenging time. I truly hope their excellent service is acknowledged and appreciated by their colleagues and management. Warmest regards

Incompetent and frustrating healthcare nightmare

Absolutely dreadful. This medical practice is the most incompetent I've ever encountered. I requested blood tests for my child in January, and now, two months later, I'm still without any results. The hospital claims they've sent the results to the GP twice and suggests I contact the GP. When I call the GP, they repeatedly state they haven't received anything, then suddenly claim they have the results but can't disclose them, and then revert to saying they have no results at all. Their contradictory statements are infuriating. These are shameless, deceitful individuals who are recklessly toying with people's health and well-being.