South Milford Surgery

Automated phone system offered only distant appointment

I am extremely dissatisfied with the service provided and would rate it lower than one star if possible. Over the seven years I have been registered with this practice, I have managed to secure only one appointment, which required considerable persistence on my part. I experience periodic joint-related discomfort affecting various areas including my ankles, knees, and feet. When I contacted the practice today seeking an appointment, the experience proved as frustrating as anticipated. An automated telephone system offered me a physiotherapy consultation via phone scheduled three weeks in advance, which I found to be an inadequate and unhelpful response. I feel the service is failing to meet my needs effectively. As a result, I have resorted to sourcing pain relief medication through online channels over the past seven years. I am deeply disappointed and frustrated, particularly given the tax contributions I make towards healthcare services that I am unable to access when needed. I am considering registering with an alternative practice. In the interim, I plan to seek care through walk-in centres or emergency services instead. I find this situation wholly unacceptable.

Efficient booking process and helpful reception

Consistently prompt and supportive in approach.

Receptionist made booking process straightforward and easy

Visited the surgery on a Friday and found the reception staff to be exceptionally friendly and welcoming. The clinician I saw was pleasant, attentive, and provided comprehensive and informative care. They also followed up with a phone call afterwards, during which I spoke with another member of staff who was equally helpful. Overall, it was a positive experience and I appreciated the support from everyone involved.

Reception staff went above and beyond with kindness

I want to express my sincere thanks to the welcoming member of staff at reception who assisted me during my visit. She was so kind, polite, and incredibly helpful. Even though I had arrived at the wrong time for my appointment, she still took care of me and arranged an emergency slot with a clinician. Her kindness and understanding meant so much in that moment—thank you! A massive thank you also to the doctor who found the time to see me, listened with patience, and gave me hope. They didn't just check my symptoms—they truly cared. During my visit, they felt like a beacon of support, bringing light at the end of a long tunnel. I'm so grateful for their care and for the possibility that we may finally be getting closer to understanding my concerns. Thank you both from the bottom of my heart.

Friendly reception and quick appointment booking

Excellent experience overall.

Surgery refused to handle urgent wound care needs

Sustained a dog bite and required a tetanus booster, having not received one for over two decades. Contacted the practice to arrange this, and was informed that whilst tetanus vaccines were available on-site for travel purposes, the practice was unable to provide the vaccination. I was directed to the hospital instead, where I experienced a lengthy wait of approximately an hour and a half before receiving the tetanus vaccination and a course of antibiotics. During my hospital visit, I was told that a significant proportion of patients arriving via GP referrals originate from the same two local practices. This experience felt frustrating and inefficient. It appeared that rather than utilising available resources at the practice level, patients were being redirected to hospital services.

Limited car park space caused frustration

The car park has limited capacity with only 24 spaces available, yet the facility was accommodating multiple patients at the time of visit.

Urgent prescription sent to wrong pharmacy without consent

My wife attended an appointment today and required medication urgently. She requested the prescription so she could collect it from the nearby pharmacy, and was directed to wait there. After waiting for thirty minutes without receiving anything, she returned to check on the status. It became apparent that the prescription had been sent to an alternative pharmacy service, meaning she would need to wait several days for delivery. When she asked whether the prescription could be redirected to the local pharmacy instead, she was informed this wasn't possible due to system constraints. This was frustrating given the circumstances. My wife remained unhappy and was experiencing significant discomfort throughout this process.

Receptionist dismissed my urgent health concern

The receptionist was dismissive and unhelpful during my phone call. I'm experiencing significant swelling and requested an urgent appointment, but was refused. After waiting on hold for an extended period, I was told this couldn't have happened as the practice hadn't been busy, which felt invalidating. I remain in considerable discomfort and frustrated by the situation. Given my healthcare background, I'm unable to accommodate a lengthy wait time in urgent care to be assessed.

Reception staff made dismissive comments during call

I was extremely disappointed after calling to arrange an appointment regarding my fertility concerns. The initial booking process went smoothly, however, after the call appeared to be concluding, I overheard staff members making comments about my situation in a manner that felt judgmental and disrespectful. I found their remarks to be unprofessional and hurtful, particularly given that I was simply seeking medical support. The tone and attitude displayed left me feeling belittled during what was already a sensitive time. I was taken aback by what I perceived as a lack of professionalism and empathy from the reception team, and I felt genuinely let down by this experience.

Poor planning left surgery understaffed today

My partner was instructed to attend for medication collection on a specific date, but was unable to do so due to unavoidable commitments that day. I felt frustrated that the practice had scheduled essential training across all locations simultaneously, which resulted in reduced staffing levels and made it difficult for patients to access necessary services during that period.

Reception staff were dismissive and unhelpful

The receptionist's manner was unhelpful and dismissive.

Staff were friendly and helpful

The team here were pleasant and provided good assistance.

Struggling to get through on the phone

Getting through to arrange appointments proves extremely difficult at this practice, and I've found that some reception staff members lack helpfulness. The clinicians appear to prioritise other work commitments over their availability at the NHS surgery. I would rate this lower if possible. The overall management and organisation of the practice falls short of expectations. Thoroughly unsatisfactory experience throughout.

Long wait times made appointment pointless

Waiting period of approximately 2-3 weeks to be seen. Found the appointment to be of limited value.

Practice showed little concern for patient care

A disappointing healthcare facility that appears to prioritise other matters over patient wellbeing.

Hard to get appointments when you need them

This is an excellent practice. The main challenge is securing an appointment, as there can be quite a lengthy wait. By the time your scheduled visit comes around several weeks later, your initial concerns may have already resolved!

Friendly staff who respect your privacy

The medical professionals and front desk staff are pleasant and respectful of patient privacy.

Thorough preparation made the appointment worthwhile

Annual review appointment: The clinician demonstrated excellent familiarity with my medical records, having clearly undertaken comprehensive preparation beforehand. The consultation was conducted with meticulous attention to detail and maintained a high standard of professionalism throughout, reflecting very positively on the practice.

Helpful receptionists and quick appointment access

Excellent and considerate front desk staff (unlike some other practices) and reasonably quick when scheduling appointments. My only wish would be that the car parking facilities were more spacious!