Southey Green Medical Centre

Referral promised but never arrived

I attended an appointment regarding a personal health concern and was informed that a referral for imaging would be arranged. However, a considerable amount of time has passed since then and the referral has not yet been received. Additionally, I found the manner in which I was treated by staff to be dismissive and disrespectful.

Waiting hours with no appointment system in place

The appointment system at this practice is quite informal. Prior to the pandemic, attending involved spending considerable time in the waiting area under a first-come, first-served arrangement where patients themselves needed to monitor their position in the queue. During my initial visit following a transfer to this practice, I encountered significant issues with my medication management. I was informed that my current prescription was considered too costly for the NHS and that I shouldn't be taking it, despite my medical background clearly supporting its necessity. This position was only reconsidered when I raised my concerns based on my records, suggesting the clinician had not thoroughly reviewed my history beforehand. Additionally, referrals that were discussed were never actioned. When I requested that my prescription be sent to my pharmacy in advance so I could collect my refill at a convenient time before my supply ran out, I was told this request was too inconvenient to accommodate and was declined. Overall, this has been a disappointing experience.

Impossible to book an appointment through phone lines

It is extremely difficult to secure an appointment at this practice. I have been attempting to reach them by phone since the beginning of the week. When calling just before opening time, the line is unavailable. Trying again moments later results in a busy signal. After multiple attempts, when the surgery finally becomes reachable around ten minutes after opening, I am informed that all available slots have already been allocated. This pattern repeats daily. I had considered switching to another practice, however I remain because of one particular clinician who provides excellent care, and it seems unfortunate that such a skilled professional is associated with this surgery.

Impossible to get an appointment when needed

It is extremely difficult to obtain an appointment at this practice, even when facing serious health concerns.

Prescription delays and unhelpful reception staff

This practice has been disappointing. I have been waiting for my repeat prescription to be processed, only to be informed that it had not been completed and remained unsigned. When I called back to follow up, I was told it still had not been dealt with and was directed to speak with reception staff to resolve the matter. I found this frustrating and felt let down by the service.

Helpful staff who take time to explain things

I have never experienced any issues at this practice. While waiting times can be lengthy for appointments with certain clinicians, they conduct themselves professionally and take the time to thoroughly explain matters. The team demonstrates excellent skills when working with younger patients and has consistently offered telephone consultations when face-to-face appointments were unavailable for my family member.

Reception staff were dismissive during booking

This practice has fallen short of expectations in several ways. The clinical approach felt unprofessional and there appeared to be limited engagement with my medical background or previous specialist correspondence. The reception team's manner was often discourteous, and there were difficulties obtaining appointments and receiving timely updates on test results that had been available for some time. The overall experience has been disappointing. There was one staff member whose approach was notably more positive and helpful, though their availability is limited. Without this exception, the experience would have been entirely negative.

Good surgery that actually listens to patients

I don't understand why people aren't satisfied with this practice as I've found it to be of good quality. It's the best healthcare experience I've had since I was a teenager. Between then and registering here, I encountered numerous disappointing practitioners. At this practice, the clinical team arranged the support I needed, including referrals to talking therapy services, appointments with mental health support staff, and counselling. They also worked collaboratively with me to find medication that suits me well. I'm genuinely impressed. Yes, there are occasions when appointments run behind schedule, but this is because the clinicians take time to listen and discuss appropriate care options and treatment plans. While this isn't ideal and can be frustrating, if you request extra time when booking your appointment, you won't cause delays for other patients who haven't booked additional time. That's what contributes to some of the waiting times. The practice could benefit from having more clinicians available so that fewer people experience delays and appointments don't overrun, which isn't fair to patients. That's my only suggestion for improvement. Otherwise, I'm very satisfied with the service.

Long waits with insufficient doctor availability

I had an appointment scheduled for the late afternoon and arrived ten minutes early. Upon arrival, I found that there were six people still waiting for appointments that had been due to start an hour earlier. As I was waiting, the time reached well past my appointment slot, and there were still several people ahead of me in the queue. With only one clinician available and each consultation appearing to take a considerable amount of time, the wait felt excessive. I found this experience quite frustrating.

Impossible to book appointments for young children

Disappointing experience at this practice. Despite the requirement to see young children promptly, the surgery appears to turn away infants. Appointments run significantly behind schedule, with lengthy waits after the scheduled time. During consultations, there was a perception that engagement varied depending on the patient, with concerns about attentiveness during discussions. Many presentations were attributed to viral causes, and there seemed to be an emphasis on keeping appointments brief, though this didn't appear to align with the actual running times of the clinic. Overall, a frustrating experience with the service provided.

Rude and dismissive during appointment

The healthcare professional I saw did not provide me with a satisfactory experience.

Hard to book appointments at this practice

I have found it very difficult to access appointments at this practice. When I call during opening hours, the lines are consistently busy and I am unable to get through. On the rare occasions I do manage to book an appointment, I experience significant delays, often waiting an hour or two beyond my scheduled time.

Couldn't get appointment when needed

A disappointing experience that did not meet my expectations. I am considering looking for alternative healthcare provision.

Long waits and not enough doctors available

The main issue isn't the calibre of the medical team, but rather insufficient staffing levels. The practice would benefit greatly from additional healthcare professionals and improved appointment efficiency. I would hesitate to recommend registering with this surgery, as even when you manage to secure an appointment, you can typically expect to wait well over an hour beyond your scheduled time. Unless you have a completely flexible schedule, the lengthy delays make attending appointments quite inconvenient.

Appointment booking difficult and long waits

Obtaining an appointment at this practice proves to be quite challenging, and even once secured, the scheduled time is rarely adhered to. Patients typically experience significant delays of around an hour or more.

Reception staff unhelpful with referral requests

Absolutely disgraceful, no referrals were made despite numerous requests and being told they had been completed. The best aspect of that surgery is the visiting mental health service. Appalling.

Long wait despite quiet surgery

Had an appointment in the late afternoon and waited nearly an hour before being seen. The practice didn't appear to be particularly busy at the time, though the consultation took longer than expected. Found the experience frustrating and felt my time wasn't used efficiently. Was disappointed with the overall service received.

Receptionist asks for diagnosis before appointments

My family members are registered at this practice and have been experiencing ongoing difficulties. When they call to request an appointment, the receptionist inquires about their symptoms despite not having medical qualifications to assess their condition. They are frequently told to call back at 8 in the morning, only to be informed that no same-day appointments are available. I feel this practice provides poor service and requires significant improvement.

Forms still not completed after months

Absolutely terrible experience. Submitted official paperwork approximately two months ago, and it still has not been completed. I was initially informed that the forms should be processed within 7 to 10 days and sent back promptly. Absolutely disgusting and pathetic. I would recommend registering elsewhere if you have the option.

Couldn't get through on the phone

Extremely disappointing.