Shrewsbury Road Surgery

Patient Experience Summary

Feedback reveals a significant divide in patient experiences, with appointment access emerging as the most persistent concern. Multiple patients report difficulties with booking systems, including phone lines that disconnect during peak times, online portals that fill within hours, and extended waiting periods of three weeks or more. When appointments are secured, some have been cancelled without notice or rescheduled to times that conflict with patient availability, creating particular hardship for working individuals and elderly patients.

Reception experience presents another major theme, with patients describing insensitive communication, impatience, and dismissive attitudes from staff. Several reviews highlight the contrast between clinical care quality and administrative interactions, noting that knowledgeable practitioners are undermined by reception staff who lack courtesy and responsiveness. Patients report feeling anxious and unsupported during initial contact, when reassurance would be most valuable.

Positive feedback, though less frequent, commends professional communication, clear explanations, welcoming environments, and supportive staff conduct. These reviews suggest the practice has capacity to deliver good care experiences. However, the predominance of concerns about appointment availability, booking system failures, and reception conduct indicates systemic issues requiring urgent attention to restore patient confidence in accessibility and respect.