Skerne Medical Group

Patient Experience Summary

Patient feedback reflects a mixed experience with the practice, with notable strengths in clinical care and reception courtesy offset by persistent challenges around appointment access and communication. Many patients praise the professionalism and genuine concern demonstrated by clinical staff, along with welcoming reception experiences and responsive online consultation services. However, significant concerns emerge regarding appointment availability, with patients reporting lengthy waits for routine slots and difficulties reaching the practice by phone. Some patients describe feeling unheard when raising health concerns, with accounts of dismissive responses and decisions made without adequate patient involvement or consultation.

The booking experience presents a particular area of tension, with patients noting that securing appointments requires considerable patience and persistence, though urgent matters are generally accommodated more promptly. Phone system issues, including disconnections and extended queue times, feature prominently in feedback. Administrative responsiveness also requires attention, with reports of delayed follow-up on requests and concerns that patients must make repeated calls to progress matters.

Where the practice performs well, patients consistently highlight the courtesy and helpfulness of reception staff, the quality of clinical consultations, and the efficiency of online services. The practice appears to function effectively for urgent care needs and demonstrates commitment to patient support. However, addressing appointment availability, improving telephone access, and ensuring patient concerns receive thorough consideration would significantly enhance the overall service experience.