Skerne Medical Group

Complaints ignored and never acknowledged properly

Unsatisfactory service experience marked by inconsistency, as appointments were not with the same healthcare provider. Complaints submitted did not receive timely responses or acknowledgement of receipt. There were concerns about medication management decisions that felt destabilising, followed by questions about clinical judgement. Additional issues included perceived breaches of privacy and professional standards. Overall, multiple aspects of the care experience fell short of expectations.

Reception team made booking straightforward and easy

We have been registered with this practice for approximately one year and have found the service to be consistently satisfactory. The reception staff are welcoming and approachable, appointment availability has been convenient when required, and responses to online consultations have been prompt. We appreciate the care received.

Friendly staff and swift econsult responses

I appreciate the care provided by all staff members across the practice locations since becoming a patient three years ago. Appointments across various departments have been welcoming and well-organised during my numerous visits for ongoing health matters. Both my spouse and I have found the online consultation service to be of high quality, with issues and concerns being addressed promptly. Those who express dissatisfaction with this practice may not have had the opportunity to access GP services elsewhere in recent times for comparison.

Kept refusing blood test requests repeatedly

I have been requesting a blood test for approximately eighteen months without success. The practice has repeatedly delayed or declined the request, stating it is unnecessary. Given my ongoing concerns about elevated blood pressure readings, chest discomfort, and significant joint pain, I feel these symptoms warrant investigation. I have found the experience frustrating and feel my concerns have not been adequately addressed or taken seriously. I would not recommend this practice based on my interactions.

Reception staff lack basic friendliness and communication

This surgery has not progressed despite significant investment and numerous changes over the years. The safety screen appears to be a response to patient frustration, which I believe stems from inadequate staff training, communication skills, and professional standards. The practice was considerably more welcoming and personable in earlier years. Having observed this location for an extended period, I have witnessed a shift from what was once a close-knit community atmosphere to something that feels less connected, with people appearing more self-absorbed and less inclined to engage with one another in everyday interactions.

Dismissed repeatedly through text messages instead

I have been seeking help for three months regarding chest discomfort, a sensation of heaviness, heart palpitations and irregular heartbeats. I have submitted numerous online consultations following the practice's guidance, however the system frequently directs me to end the consultation and call emergency services when I cannot provide affirmative answers to certain questions. I have received considerably more text message responses attributing my symptoms to anxiety or stress than I have received serious clinical consideration. I have always held the NHS in high regard, but I am deeply disappointed by what I perceive as inadequate care at this surgery. The situation remains unresolved and ongoing. After being informed that I would finally receive a diagnostic test that I have been requesting and that another healthcare service had also recommended, I subsequently received a text message stating the test cannot be performed and that I require a specialist referral instead. This change of plan was not discussed beforehand, and the message arrived after the practice had closed for the weekend. I am unable to register with another practice due to my location, leaving me with limited options. I hope to update my review positively once I receive appropriate care and attention. Should this not occur, I will need to pursue formal complaints procedures.

Efficient booking and quick appointment

Highly organised and streamlined!!

Reception team goes the extra mile

The reception team at the surgery is always lovely and helpful, consistently going the extra mile to provide assistance and kindness. The nursing staff are equally pleasant and professional. Thank you to all the clinical staff members for their care and support.

Didn't feel listened to during appointment

The healthcare professional I saw demonstrated a lack of concern during my appointment.

Felt genuinely listened to and understood

A clinician at the local medical practice in the area is without doubt the best GP I've seen in a long time. Their interpersonal skills are impeccable – they genuinely listen, give you the time you need, and make you feel completely heard and understood. Their medical knowledge is clear and reassuring, and they explain things in a way that puts you at ease. All in all, an outstanding healthcare professional who goes above and beyond. I feel very fortunate to have been seen by them.

Reception staff weren't helpful at all

Absolutely terrible experience with numerous issues at the practice that would be too extensive to detail, and the reception staff were unhelpful, making it feel like a complete waste of time.

Phone consultation sorted mum's pain relief quickly

I called early to arrange a telephone consultation for my elderly relative to discuss pain management. The clinician who called back was helpful and provided sound guidance. I recognise that while the surgery has faced criticism at times, it's important to acknowledge when things go well. Thank you for the good service.

App booking easier than calling reception

A year ago I would have rated this practice highly. Now my experience has changed significantly. Obtaining a face to face appointment has become increasingly difficult, with waiting times extending to around six weeks. I was advised to use the NHS APP to book appointments, as apparently more slots are available through that system than what reception staff can access. This seemed contradictory to me. I was even offered detailed guidance on how to use the app, but I declined as I didn't want to take up their time with this.

Friendly staff made me feel welcome

The team here is wonderful. Both the reception staff and the clinical staff are consistently friendly and supportive.

Felt ignored when medication changes were pushed through

I attended an appointment to discuss my medication management and was informed that changes would be made to my insulin regimen. I expressed that I was satisfied with my current medication and did not wish for alterations, however my concerns were not acknowledged. I was told that modifications would proceed regardless of my preference. During the consultation, comments were made suggesting that my previous healthcare provider's approach had been inappropriate. Additionally, I was advised that another long-standing medication, which had been keeping my condition stable, would be discontinued. I felt uncomfortable with these proposed changes and left the appointment. I subsequently registered with a different practice, only to discover that my prescription had been altered without my agreement or prior notification. I found this approach to my care to be unsatisfactory and felt that my wishes regarding my own treatment were not respected or prioritised.

Transferred practice and felt genuinely listened to

I have attended this facility on two occasions following a transfer from another medical centre. The staff demonstrated excellent professionalism, and the clinical care provided was notably superior to my previous practice. The medical advice I received during both visits was thoughtful and delivered with genuine consideration for my wellbeing. I would confidently recommend this facility to others.

Hard to get appointments these days

There was a time when you could see a doctor whenever needed. Those days seem to have passed, and appointments are now difficult to come by. It appears that accessing medical professionals has become increasingly challenging.

Long wait for a non-urgent appointment

Was offered an appointment several weeks away for my young child, as it was not classified as an urgent matter. Found this response frustrating given the circumstances.

Reception unhelpful and communication needs improvement

There is considerable scope for improvement throughout the practice. Clinical staff appear inattentive to patient concerns and the reception team provide limited assistance. Administrative tasks are not progressed promptly, requiring patients to make repeated follow-up calls to ensure matters are actioned. Overall communication within the practice could be significantly enhanced.

Couldn't reach anyone for a phone consultation

I was unable to secure even a brief phone consultation. This feels like a significant shortfall in service provision, particularly considering that individuals with more pressing health concerns may similarly struggle to access medical advice. Additionally, I had anticipated receiving imaging to investigate a potential spinal concern, but instead received a phone appointment for physiotherapy. Unfortunately, this alternative approach did not address my persistent spinal difficulties.