Spencer St Surgery

Friendly reception made all the difference

This is an excellent general practitioner.

Felt dismissed about my health concerns on the phone

I was prescribed a medication for abdominal pain which subsequently caused me to experience low mood and concerning thoughts. Given my age, I felt this was an inappropriate choice of treatment. During a telephone consultation regarding heart concerns, I felt dismissed by the clinician, who suggested the symptoms were anxiety-related rather than investigating further. An ECG performed shortly after revealed a cardiac issue requiring ongoing assessment. I was disappointed by this experience and plan to raise a formal complaint about the care received.

Phone booking system makes appointments unnecessarily difficult

I called this morning to arrange an appointment for a family member who cannot access the online booking system due to having a basic mobile phone, so I had to pass the link to another relative who happened to be present to help complete the booking. I was informed that this appointment system has been in place for a year, yet it clearly has significant issues and would benefit from reverting to the previous method used before the pandemic. While I recognise this particular practice is not responsible for the system itself, I believe this booking approach is a major factor contributing to people attending emergency departments for care that could have been managed at GP level.

Phone support helped with last-minute prescription request

Very accommodating and helpful when I needed to request an urgent prescription due to my own oversight in timing. The staff member who assisted me over the phone provided excellent guidance throughout the process, which was greatly appreciated. Thank you.

Caring practice with attentive staff

This practice consistently provides excellent care and attention. The team includes a good mix of male and female clinicians.

Reception team made me feel genuinely appreciated and valued

I've relocated frequently throughout my life and attended various medical practices, but this one stands out significantly from the rest. The support and attention I've experienced from every clinician and administrative staff member during my time here has consistently made me feel valued and comfortable. One particular clinician's attentiveness to my mental health needs was tremendously helpful during a period when I really required that support. Another clinician's expertise regarding contraceptive options has been excellent. I could continue listing the exceptional care I've received from all the practitioners here. It truly feels like a privilege to be a patient at this practice.

Appointment felt rushed and unheard

Received a text message directing me to use an app as a follow-up after attending an emergency department appointment. When I attended my appointment today, the clinician appeared unaware of the reason for my visit and did not examine my chest. I also brought attention to some swelling I had noticed, but the clinician was unable to provide an explanation and suggested a home remedy that seemed unhelpful.

Supportive team despite heavy workload pressures

The staff consistently demonstrate politeness and a supportive approach, always willing to assist. While the workload occasionally means appointments may take a little longer than ideal, the wait times remain reasonable. I feel very fortunate to have access to such a dedicated practice. I have been a patient here for many decades.

Blocked from contacting doctor over concerns

I was expecting to be able to contact the practice regarding a health concern, as I had been advised I could do so if needed. However, when I attempted to reach out, I was told this wasn't possible. This has left me feeling discouraged about making further contact, and I'm now anxious about calling back. I find this situation frustrating, and as a result, I'm considering discontinuing an important medication, which is not ideal.

Receptionist's dismissive tone left me distressed

I have been a patient at this practice for 56 years and have always been impressed by the consistently positive care I have received. As someone who works in a profession where I hear about various surgeries across the city, I have felt fortunate that my own practice has maintained such high standards. However, my experience today has significantly changed my perspective. I contacted the practice regarding a prescription that had not arrived as expected. The receptionist was helpful as usual, and I was transferred to speak with a senior staff member. I explained that I urgently needed my prescription dispensed that day, as it was Friday and I had run out of my medication. I was not feeling well and was understandably anxious about the situation. Unfortunately, the manner in which I was spoken to during this call was deeply upsetting. The tone was harsh and dismissive, and I felt blamed for a situation that was beyond my control. I was already distressed and struggling to articulate myself clearly, yet I was told to be quiet and allow the other person to speak. This left me feeling humiliated and close to breaking down. At the end of the conversation, I was offered a small supply of tablets as a one-off gesture, but was told this would never happen again and that I needed to sort the matter out myself. The overall experience was demoralising and has left me questioning the standard of care at the practice. I am particularly concerned about how vulnerable patients, particularly elderly individuals, must feel when navigating similar situations with the healthcare system. No one should have to endure such an unpleasant interaction. This experience has been genuinely distressing, and I felt compelled to share my concerns despite not being someone who typically makes complaints.

Friendly reception staff made all the difference

I would strongly encourage others to consider this practice. The reception team were particularly pleasant and welcoming. The clinical staff demonstrated considerable expertise and provided thorough, attentive patient care.

Long-standing practice treats patients with genuine courtesy

My spouse has been attending this practice for over seven decades. Throughout this extended period, they have witnessed numerous transformations within the practice, including changes in staffing and procedures. According to their experience, they have consistently received prompt attention combined with excellent courtesy, professionalism, and a friendly approach. I have also been a patient here for five decades and can fully endorse their assessment. This is a high-quality practice, and we both feel genuinely grateful for the care we have received.

Receptionists actually help instead of fobbing off

I believe this practice stands out as among the strongest options in the local area at present. While you may not consistently see the same clinician as you might at other surgeries, the overall service operates efficiently, and getting in touch is straightforward without unnecessary obstacles or being redirected through multiple channels or lengthy waiting processes. Instead, you can reach a healthcare professional directly without feeling dismissed. The initial reception experience is genuinely supportive, respectful, and doesn't involve being turned away. My family member is a patient here, and I've noticed that any health concerns are handled with relative ease, with good success in actually speaking to a qualified medical professional. A newer member of the clinical team made a particularly positive impression during a recent visit, proving extremely attentive and thoroughly discussing my concern with a clear follow-up plan established. Overall, this is a GP service that upholds the kind of straightforward, personal patient care and attention that people have traditionally valued from their local surgery.

Staff ignored concerns and offered no support

I have been a patient at this surgery for just over a year but hope this may not continue much longer, as I am currently pursuing a formal complaint through an advocacy service. I find myself quite surprised by the positive reviews and experiences shared by other patients online, as they do not align with what I have encountered. Throughout my time as a patient, I have felt discriminated against by staff members, overlooked, and without adequate support. Around six weeks ago, my physical health declined significantly with a serious infection and related complications. Given that I have been taking immunosuppressant medication for over five years, I felt my concerns were not taken seriously and were treated as minor. Following my hospital discharge, I received no timely follow-up care and was left without necessary medication. I have also experienced what I consider to be inappropriate comments regarding my family and myself, what appears to be breaches of my privacy, and interactions that felt dismissive and unkind. This represents only a portion of my concerns about the care I have received during this relatively short period, and I believe the practice needs to address these issues and take responsibility for their actions.

Receptionists deserve more credit for their kindness

I wanted to take a moment to acknowledge the excellent service provided by the reception team, as I feel they deserve more recognition in today's world. I recently called to arrange an appointment for a family member and a consultation for myself, and I'd like to commend the receptionist who assisted me on a weekday morning. She was cheerful, friendly, polite and genuinely helpful – exactly the kind of positive attitude we need more of. Thank you so much for your kindness and support. ♥️🙏

Phone answered quickly when we called

Absolutely the best surgery in the area. My elderly relative with cognitive difficulties has a chest infection. Phoned in the morning and the call was answered very quickly. A clinician phoned back within a couple of hours and prescribed antibiotics. A qualified practitioner visited us at home and prescribed additional medication. They also provided helpful guidance about what signs to watch for and what steps to take if needed. So grateful for the excellent care and support xxx

Online booking system works really well

I genuinely appreciate this practice - I typically submit appointment requests through the online system, and I consistently receive a response call within a maximum of three working days. Every healthcare professional I have consulted with has been excellent and I am very satisfied with the care provided. Thank you for the wonderful service!

Reception staff were unhelpful and dismissive

Poor service experience

Kind staff made us feel well cared for

I'm sorry to hear that a valued member of staff is leaving the practice. They have always been so kind and caring to both myself and my family members, as are the other healthcare professionals at the surgery. I've never had any issues with this practice, even during challenging times. Well done to everyone Xx

Letters from hospital left unread for weeks

A hospital sent correspondence requesting a prescription for me. I followed up a week after receiving the letter and discovered it hadn't been reviewed yet, meaning I would need to wait at least another five days before I could obtain the medication I required. Additionally, a comparable letter had been sent four months previously that was never acted upon. I found this experience to be very disappointing.