South Milford Surgery

Couldn't get through on the phone

Disappointing experience with the medical team.

Finally got through to book an appointment

Once I managed to secure an appointment, everything went smoothly.

Long wait times for appointment booking

I would have preferred a lower rating as I was very disappointed with my experience. When I attempted to schedule an appointment for my family member who was unwell, I was informed of a significant wait time before an appointment could be arranged. I felt that the practice frequently directed patients toward emergency services rather than providing timely access to routine care.

Reception made unhelpful comment about child behaviour

I contacted the practice to book an appointment and was informed that attendance would only be possible if my child demonstrated good behaviour, despite there being just one available slot remaining that week scheduled after school. I was disappointed by this comment, as I felt it was unnecessary and uncalled for. Had I needed to arrange an appointment for my other child, I would have been concerned about similar remarks being made.

Long-term patient, rarely needs to visit

I've been a patient there for nearly four decades, though I don't need to visit very frequently, which is a positive thing.

Receptionists dismissed my health concerns dismissively

The reception team here can make you feel as though your appointment is not considered important. After experiencing a persistent cough for two weeks, I called to book an appointment and felt the receptionist was dismissive of my concerns, questioning whether this was a valid reason to be seen. The interaction felt uncomfortable, and when I raised concerns about their manner, I felt they responded defensively. After requesting to speak with another team member, I was eventually given an appointment and prescribed antibiotics. I was advised to call back if there was no improvement within three days. When my symptoms did not resolve and I called back, I was initially told there were no available appointments and asked what the problem was. However, once I explained my symptoms in detail, an urgent appointment suddenly became available. I previously had positive experiences at this surgery and felt the staff were helpful, but on recent occasions I have felt discouraged from contacting the practice about my health concerns.

Booking system let down by inflexible appointment slots

I'm afraid one star feels generous given my experience. This practice was excellent in the past, but has unfortunately declined significantly over time. The clinical staff are genuinely competent and professional, yet this is substantially undermined by serious difficulties with the appointment booking system. Before submitting this review, I experienced a problematic booking situation for a routine procedure I required before an upcoming work commitment. I attended my appointment only to discover the booking had not been recorded on their system. A replacement booking was arranged, but I subsequently received notification that a double booking had occurred, and I was the one disadvantaged by this error. As a result, I had to seek private treatment elsewhere to meet my time-sensitive needs, which incurred personal expense. I submitted a formal complaint but received no response. Today, I attempted to schedule an appointment at a later time slot, and found their booking approach to be illogical. They simply populate the diary with the next available slot without flexibility. When I requested to speak with management about my specific scheduling needs, I was told they only accommodate advance bookings if someone cannot attend their standard available times, with an explanation involving an example that bore no relevance to my situation. The manager appeared unaware of my actual circumstances and seemed dismissive of the fact that patients have their own schedules and commitments to consider. Over a five-year period, I have attended this practice approximately three times, and each visit has been preceded by frustrating appointment booking difficulties. I would recommend exploring alternative practices in your area. I have since transferred to another provider and was able to secure an appointment with considerably greater ease.

Walk-in appointment sorted quickly and efficiently

Excellent experience at the practice. I arrived without a prior booking and was called through for my consultation after a brief wait. The clinician provided me with a prescription, which I was able to have dispensed at the practice pharmacy without delay. The entire process was smooth and well-organised.

Emergency appointment arranged despite being visitor

Required an urgent appointment while visiting the area and the practice was able to accommodate me towards the end of their clinic session. There was a waiting period, but this was entirely reasonable given the circumstances. The clinician proved to be very supportive and helpful. The pharmacy is conveniently located adjacent to the practice, making it straightforward to collect my medication.