Southlands Medical Group

Patient Experience Summary

Feedback across the reviews reflects a predominantly positive experience with the practice, particularly regarding the care experience and reception team professionalism. Patients consistently highlight the courtesy and respect shown by clinical staff, who are described as attentive listeners who take time to discuss concerns and explain treatment options clearly. Continuity of care is evident in multiple accounts of follow-up appointments and coordinated support across different team members. The reception experience receives particular praise, with patients noting the team's helpfulness, friendliness, and responsiveness in arranging appointments and handling queries.

Appointment availability presents a mixed picture. While some patients report satisfaction despite waiting times for non-urgent slots, others express frustration with access to booking services and waiting on hold. One patient raised concerns about reception staff professionalism and the practice's willingness to retain patients relocating outside the immediate area. Communication and reassurance emerge as key strengths, with patients appreciating clear explanations of care plans and the confidence they gain from the service provided.

Overall, the practice demonstrates strong organisation and a commitment to patient care, with the team working effectively under capacity pressures. The majority of feedback emphasises the welcoming environment and the genuine support provided across all service areas, though access and waiting time concerns warrant attention.