Southey Green Medical Centre

Reception staff lack basic respect and courtesy

I'm frustrated that I can only leave one star! This practice should seriously consider its future operations. I had a poor experience with one clinician who I felt was not suited to the role, and the reception team could benefit from additional training in professional communication. I found my interactions with this particular clinician to be dismissive and unhelpful, and I felt my concerns were not properly addressed. I'm puzzled by the positive regulatory assessment this practice has received, as it doesn't align with my experience. If a business in another sector provided this standard of service, it would struggle to retain customers. I'm disappointed that this reflects poorly on the wider NHS.

Impossible to get appointments when you need them

I have found this practice to be unsatisfactory compared to others I have used. Obtaining an appointment has proven very difficult. Although the practice indicates that calls are accepted before 8:15, on each occasion I have attempted to ring at this time, I have been informed that the appointment slots are already fully booked. When my very young infant was unwell and unsettled, I was unable to secure a consultation despite my efforts. The reception staff have not provided the level of service I would have hoped for.

Reception staff were dismissive and unhelpful throughout

I had a very negative experience at this practice. The reception staff were unhelpful and difficult to deal with, and it was consistently challenging to secure appointments. During my time as a patient, there was a serious incident involving a member of clinical staff that I felt was handled poorly and dishonestly. The overall standard of care fell short of what I would expect, and I had concerns about how complaints were managed. Appointments frequently ran significantly behind schedule with little to no updates provided by reception staff, which added to my frustration. Despite understanding that healthcare professionals work under considerable pressure, the lack of communication was disappointing. I made the decision to transfer to another practice, where I have found the standard of service and professionalism to be considerably better across all staff members.

Practice withheld prescribed mental health medication

The medical professionals at this practice were not satisfactory, particularly one clinician. There were concerns about medication management for mental health support, despite it being used in accordance with guidance from the crisis intervention team. I would recommend considering alternative healthcare providers.

Couldn't get appointments when needed

Switched to a different practice due to difficulties obtaining appointments within the stated timeframe. During my consultation, I felt the clinician was primarily focused on speaking rather than genuinely hearing my concerns, and I did not feel my worries were being properly valued or considered. The experience became increasingly difficult to accept.

Long phone waits make booking difficult

I have been trying to secure an appointment to discuss medication needs, but after being on hold for an extended period following the morning opening time, I was advised to contact the practice again the following day. I find it frustrating that appointments cannot be arranged in advance by telephone for upcoming days, with availability limited to same-day bookings only. This approach has left me disappointed with my choice of GP practice.

Couldn't get through on the phone

Extremely disappointing.

Phone queue system keeps cutting off mid-call

This practice sometimes falls short of expectations. The phone queuing system, while informative about wait times, has proven problematic. Today I was placed in the queue and progressed to position five before the call disconnected. After reconnecting at position eight, the same thing happened within seconds. This occurred multiple times, which was incredibly frustrating. Eventually I managed to stay connected and was offered a callback option, though I'm uncertain when that will arrive. The practice was previously of a much higher standard, but there has been a noticeable decline in recent times. There are some excellent clinicians working there who provide good care. However, some reception staff appear inattentive, occasionally prioritising conversation with colleagues over attending to ringing phones. Overall, both the phone system and certain aspects of the service delivery require significant improvement to meet the standard expected of a medical practice.

Helpful and patient reception staff throughout

I have nothing but praise for the surgery my husband attends. All the clinical staff and receptionists have been patient, helpful and very supportive. Thank you.

Phone callbacks took weeks to arrive

My mother is an elderly lady who is housebound. Approximately a month ago I contacted the surgery because she has hearing difficulties and feels isolated as a result. A healthcare professional attended and indicated that a referral from the doctor would be necessary to access audiology services. I promptly called the surgery again and was informed the message would be relayed to the doctor who would contact me in return. Unfortunately, despite the passage of several weeks and multiple follow-up calls, I have not received any response from the doctor. I am concerned about whether other elderly patients may be experiencing similar delays in receiving care.

Can't get through on the phone line

When attempting to contact the practice by phone, it is difficult to reach someone who can assist. Appointments are not readily available, and there have been significant delays in being able to schedule a consultation. The waiting time to see a clinician has been considerably longer than desired, which is frustrating given the need for medical attention.

Receptionist hung up during phone call

I had a very disappointing experience during my visit this morning. The receptionist's manner was unhelpful, and I felt the interaction was handled poorly, including an abrupt end to our conversation.

Phone lines constantly unavailable and unhelpful

A disappointing experience at this practice. The telephone lines are frequently engaged with no one answering. Additionally, after attempting multiple times, it becomes impossible to get through, as though the phone service is unavailable. Furthermore, the staff interactions were unsatisfactory and did not feel welcoming. Given the contributions made to the NHS, this level of service falls short of expectations.

Reception staff could've been more helpful

I visited this clinic along with some acquaintances and felt compelled to share my perspective on my experience. I found the clinical staff to be dismissive of patient concerns and felt that the care provided lacked the attentiveness I would have expected. In my view, the consultation did not demonstrate the level of competence or engagement I would hope for from a healthcare professional.

Couldn't get through on the phone

The experience fell short of expectations.

Long phone queues and no available appointments

The experience here was quite frustrating. I spent considerable time trying to reach the practice by phone only to be informed that no appointments were available, apparently due to limited staffing levels on that particular day. It seems that increasing the number of available staff members might help improve access to services.

Reception staff were genuinely helpful and kind

The clinician I saw did not provide the level of care I felt I needed. I did not feel supported during my medication adjustment, which led me to seek care elsewhere. A subsequent clinician suggested a different approach should have been taken to understand the underlying reasons for my medication before making changes. The reception staff were pleasant and helpful.

Finally got an appointment after long wait

It would be beneficial if access to services were improved. 😡

Dismissive reception staff ignored serious symptoms

I felt my condition was not properly assessed during my visit. I was told it was just a sore throat, but I was concerned this wasn't the full picture. I decided to seek a second opinion at an urgent care centre in town, where I was promptly referred to hospital. I was admitted for three days and received IV treatment along with antibiotics for what turned out to be a more serious infection. I was disappointed that when I followed up, the clinician seemed to suggest the initial misunderstanding was my responsibility rather than acknowledging the diagnostic error.

Couldn't get through after multiple calls

If there was a choice for zero stars, that would be the rating given. The service was extremely disappointing. Multiple attempts were made to reach the practice over several consecutive days. An appointment was eventually secured for a callback, however the expected contact never materialised and no reminder message was sent as requested.