Spencer St Surgery
Great! (44 reviews)
Great! (44 reviews)
Patient feedback reveals a mixed experience across appointment access, reception interactions, and clinical care. Many patients report straightforward appointment booking through online systems and same-day availability when calling early, with responsive reception teams described as helpful and courteous. However, others have encountered inconsistent reception experiences, including difficulty reaching the practice by phone and dismissive communication during vulnerable moments. Clinical care receives broadly positive feedback for attentiveness and professional manner, though some patients report concerns about prescription processing delays and insufficient clinical investigation. The practice maintains good standards of cleanliness and organisation, with particular praise for vaccination clinic operations. Concerns about consistency in staff approach and communication are evident, particularly regarding how vulnerable patients are treated during interactions. Recent feedback highlights both exemplary continuity of care and instances where follow-up has been inadequate, suggesting variable service delivery across different team members and circumstances.
Strengths include accessible appointment booking systems, same-day availability, and clinicians who demonstrate reassurance and attentive care. The practice environment is well-maintained and staff are frequently described as supportive and accommodating. Weaknesses centre on inconsistent reception experience, barriers to accessing services by phone, and occasional lapses in courtesy and professionalism. Prescription processing and follow-up care have emerged as areas requiring improvement, with some patients experiencing significant delays that impacted their wellbeing. The practice would benefit from ensuring consistent standards of communication and respect across all interactions, particularly when supporting patients in distress or with complex needs.
Appointment
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Cleanliness
Care
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Seen on time
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Patient feedback reveals a mixed experience across appointment access, reception interactions, and clinical care. Many patients report straightforward appointment booking through online systems and same-day availability when calling early, with responsive reception teams described as helpful and courteous. However, others have encountered inconsistent reception experiences, including difficulty reaching the practice by phone and dismissive communication during vulnerable moments. Clinical care receives broadly positive feedback for attentiveness and professional manner, though some patients report concerns about prescription processing delays and insufficient clinical investigation. The practice maintains good standards of cleanliness and organisation, with particular praise for vaccination clinic operations. Concerns about consistency in staff approach and communication are evident, particularly regarding how vulnerable patients are treated during interactions. Recent feedback highlights both exemplary continuity of care and instances where follow-up has been inadequate, suggesting variable service delivery across different team members and circumstances.
Strengths include accessible appointment booking systems, same-day availability, and clinicians who demonstrate reassurance and attentive care. The practice environment is well-maintained and staff are frequently described as supportive and accommodating. Weaknesses centre on inconsistent reception experience, barriers to accessing services by phone, and occasional lapses in courtesy and professionalism. Prescription processing and follow-up care have emerged as areas requiring improvement, with some patients experiencing significant delays that impacted their wellbeing. The practice would benefit from ensuring consistent standards of communication and respect across all interactions, particularly when supporting patients in distress or with complex needs.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Sarah M.
8 years ago
Excellent!
Quick appointments without long waits
Outstanding consultations with minimal delays. Comprehensive and attentive care. Highly recommended.
Marie G.
8 years ago
Average!
Repeat prescription system needs improvement
I was unable to complete the registration process for accessing repeat prescriptions through the online system.
Ashley M.
8 years ago
Excellent!
Online booking made getting appointments straightforward
I have consistently had good experiences at this practice. I actually switched from another surgery because obtaining an appointment there involved lengthy waiting periods. The online booking system is user-friendly, the team members are responsive, and there is a convenient branch location that serves the local area well. My family members are also registered here and have been able to receive same-day appointments when needed for health concerns. Based on what I have observed, I believe this practice compares favourably to others in the area. The telephone consultation service appears to be conducted with greater care and accuracy compared to some larger practices nearby.
Emily E.
8 years ago
Bad!
Reception staff inconsistency makes booking appointments difficult
It is rare that I have a positive experience when attending this practice. The only reason we haven't switched to another one is because we are in the midst of relocating and may need to find one in our new area. Some of the reception team members are quite rude and unpleasant. One or two are courteous and supportive. I am sure the appointment booking procedures seem to change depending on who is handling the calls. Usually you need to ring in the morning for an appointment but occasionally if you speak with someone helpful they will attempt to arrange you for the following day if possible when that day is full, otherwise it becomes a struggle to be first in the queue for someone to pick up the phone at half eight in the morning and if you don't succeed you have to repeat this every morning until something becomes available that day. Not particularly convenient for people who work. Most of the clinicians are acceptable but again one or two are problematic and display a poor demeanor. I understand clinicians don't know everything and are only human but I would at least expect someone to be approachable and help you feel comfortable.