Spencer St Surgery

Easy online check-in and reassuring appointments

The check-in process is very straightforward and considerably more accessible than at many other practices. One of the clinicians here is also an absolute credit to the practice, demonstrating professionalism and a reassuring manner throughout the appointment.

Desk staff gatekeepers made booking difficult

I would honestly rather visit my veterinary clinic instead! The individuals responsible for scheduling appointments seem to be the main issue. These administrative staff members act as barriers to accessing care, and I do not feel comfortable disclosing my symptoms to them when that should be a conversation reserved for the medical professional themselves.

Reception staff were dismissive and unhelpful

If you have learning difficulties, you may want to consider alternatives to this practice. I attended seeking support during a particularly challenging period and felt that the reception I received was dismissive and unhelpful. When the practice contacted me afterwards, I felt they were emphasising their inability to assist rather than offering constructive guidance. While I cannot comment on the clinical staff, the administrative team during morning hours appeared indifferent to patient concerns and I felt their approach was counterproductive to my wellbeing. It took considerable time for me to recover from this experience and find care elsewhere. If you are managing mental health or learning difficulties, this may not be the most suitable practice for your needs.

Reception staff didn't seem to care much

It appears that the staff at this practice lack genuine concern for patients.

Helpful staff made the switch worthwhile

My father recently joined a local surgery after leaving his previous practice, and he has found his new experience to be excellent because the staff have been very supportive and accommodating.

Impossible to reach this surgery by phone

It's challenging to reach this practice and I haven't been able to get a response. I'm uncertain about what services they currently provide.

Phone manner was dismissive and unhelpful

I had a very negative experience during a telephone consultation. I felt the manner in which I was spoken to was disrespectful and dismissive. When I requested a face-to-face appointment, I was told this wasn't possible due to pandemic-related restrictions, despite it being late in the year. I mentioned that I was experiencing thoughts of self-harm, but this concern did not appear to be taken seriously or given appropriate consideration. I have decided to register with a different practice. I believe healthcare providers should prioritise seeing patients in person rather than continuing to rely on remote consultations as a default approach. I was under the impression that practices had been instructed to resume normal operations. I suspect there are many other patients who may be struggling as a result of these policies.

Grateful for the attentive care received

This practice provides excellent service and I'm very appreciative of everything they offer.

Vaccination clinic ran smoothly but prescription delays caused problems

I would rate the nursing staff very highly, as the vaccination programme was exceptionally well organised and efficient. However, I have limited feedback regarding the doctors, as I have not had the opportunity to consult with or see one over an extended period. I required medication for significant pain management, which was dispensed on a restricted schedule. There were multiple instances where my supply arrived several days beyond the expected timeframe, which caused me considerable discomfort. Due to these experiences, I have since transferred to another practice in the area. Since moving, my medication has been delivered promptly, typically within two days of ordering. I would not recommend this surgery to others based on my experience.

Reception staff made me feel unwelcome

I was feeling quite unwell while waiting, and when my father called to check on me, a member of the reception team gestured for me to step outside. I found this approach to be unnecessarily abrupt and felt it lacked basic courtesy. A healthcare setting should maintain professional standards of communication. Additionally, I felt the clinical consultation itself was not as helpful as I had hoped.

Easy to book appointments and welcoming staff

Outstanding experience with consistently helpful staff who are always ready to assist. Appointments are straightforward to obtain, and the practice maintains high standards of cleanliness and organisation throughout.

Always made time for our appointments

Excellent practice. They have consistently accommodated our needs. I would strongly encourage others to consider them. Attended a children's vaccination clinic recently and was impressed by how well it was run. The whole process was remarkably smooth and well-coordinated. I have visited the surgery on several occasions over the past couple of years. I felt reassured by the health and safety measures that were in place, including appropriate distancing, hygiene protocols, and protective equipment.

Easy to get same-day appointments here

I have consistently had favourable experiences and have typically been able to secure appointments on the same day when needed.

Helpful staff who were always cheerful

Consistently supportive and maintains a positive demeanor.

Straightforward booking and genuinely helpful staff

I have never experienced any difficulties when arranging appointments at this practice. The entire team has consistently demonstrated helpfulness and courtesy throughout my interactions.

Always willing to fit us in when needed

I have nothing but positive feedback about this practice. They have consistently made time for us and accommodated our appointments whenever we have required their services. Thank you for your continued efforts.

Reception staff dismissed my health concerns unhelpfully

I had a frustrating experience with the reception team during recent calls when seeking to see a doctor. On multiple occasions, I felt the advice given was unhelpful, with suggestions to explore alternative options rather than arrange an appointment. The manner in which I was spoken to left me feeling dissatisfied, and I considered changing practices as a result. I decided to escalate my concerns to management. Following my conversation with reception management, whose approach I found similarly unhelpful, I was eventually able to speak with the practice manager, who handled the matter more positively. During this discussion, I learned that call recordings are not routinely maintained, which I felt was a missed opportunity for quality assurance and accountability. Overall, I have concerns about the consistency of service from the reception team. Without documented records of interactions, it becomes difficult to address complaints effectively, and I worry that there may be insufficient oversight of how patients are being treated. I feel that as patients who contribute to the practice through our use of services, we deserve to be treated with greater professionalism and courtesy throughout our interactions.

Same day appointments if you ring early

My experience at this surgery has been excellent. Calling early in the day typically results in being able to get an appointment on the same day. I recently had a health issue that deteriorated following my initial visit, and the clinician was wonderful in helping to expedite matters with the hospital, which I greatly appreciated.

Easy appointments but staff weren't helpful

Since registering with this practice, my experiences have been consistently disappointing. I have had unsatisfactory interactions with multiple clinical staff members and administrative personnel. I felt that the clinical staff were unwilling to provide the support I needed, and I experienced frustration with the administrative team regarding communication and responsiveness. While the practice does offer convenient appointment availability, this benefit was negated by my overall dissatisfaction with the care received. If you have alternative options available, I would suggest exploring other practices. Based on my time here, I do not feel this practice has met my expectations for healthcare provision and ranks among the poorest experiences I have had.

Reception made me feel unwelcome with upset child

I was really disappointed by what happened this afternoon. My partner had an appointment and I was minding my young child in the waiting room. The child was going through a difficult phase and became quite distressed. I was attempting to soothe them as best I could, though the waiting area was busy. A member of the reception team asked if I could take the child elsewhere as they were having difficulty concentrating. I felt this was unreasonable given the circumstances and explained that the child couldn't control their behaviour. I was left feeling very self-conscious about the situation, and to avoid further tension, I took the child outside to wait. I would have expected reception staff at a medical practice to be more understanding and patient when dealing with upset children, but this didn't seem to be the case on this occasion.