Spinney Brook Medical Centre

25 year's time to move on

Going to find a better medical surgery The general complaint is not about the medical team it's the administration service has completely failed to give good service 1 making appointments not easy enough 2 reception not fully trained 3 asking for my date of birth instead of my name then use the address as verification or date of birth + like our pharmacy who are hardworking polite also under pressure who doesn't think very highly of "spinning broke" Spinney Brook

Receptionist dismissal left me seeking emergency care

I made an appointment request more than a month prior without receiving a response. Following a fortnight of attempting to contact the practice by telephone, I was eventually offered an appointment approximately six weeks away, despite experiencing significant discomfort. I visited the surgery in person and respectfully asked the reception staff whether the clinician might be able to see me at an earlier time. The interaction was unhelpful and lacked compassion or genuine effort to assist. I ultimately attended an emergency department, where I finally obtained the care I needed. It is understandable that emergency departments experience such high demand when primary care services are unable to support patients experiencing considerable pain. The standard of service was disappointing. I cannot recommend this practice.

Long waits for urgent appointments here

This practice has significant limitations. The staffing levels appear inadequate for patient needs. Appointments for serious health concerns are scheduled several months in advance, which is problematic. I intend to return to my former practice, which had considerably more clinical staff available. The waiting list is extremely long, making timely access to care difficult.

Reception team made booking straightforward

Excellent medical practice. Consistently helpful, courteous and professional throughout. The front desk team are outstanding.

Phone queue frustration and long wait times

The triage system appears ineffective, and calls consistently reach an answerphone with a generic message about future assistance. The overall experience feels frustrating and unhelpful. It would be beneficial if appointment booking were more accessible through alternative channels.

Reception staff made me feel genuinely welcome

The practice and all the female staff members have been wonderful and kind to me.

Pharmacy staff saved the day for me

Incredibly unhelpful experience overall. When I found myself without my medication, the practice was unable to assist. (I acknowledge this was my responsibility) However, the pharmacy staff responded promptly and provided me with an emergency supply, which I greatly appreciated.

Reception staff ignored me while returning equipment

I'm uncertain why obtaining basic assistance at this practice proves to be such a challenge. It feels as though accessing the service we contribute financially towards is treated as an inconvenience rather than a standard expectation. I returned a borrowed blood pressure monitor and waited at the reception desk, only to find myself standing unacknowledged for approximately five minutes whilst the receptionist continued a personal conversation with a colleague. Given my frustration with the situation, I placed the blood pressure monitor under the reception screen. I would have preferred to contact the practice by email to advise them of the monitor's location, however this facility does not appear to offer email communication options.

Receptionist made my phone call straightforward

Your receptionist has been exceptionally helpful, caring, and knowledgeable when handling my telephone call today. I would appreciate it if you could pass on my thanks.

Surgery refuses to access previous medical records

This has been by far the most disappointing GP surgery I've experienced. I found it very difficult to secure appointments and felt that follow-up care was lacking. Additionally, I was frustrated by what seemed to be an unwillingness to consider previous examinations, even recent ones. I was asked to undergo repeat examinations that I had completed just two weeks earlier, with the explanation given being related to a change in GP. Given my familiarity with how healthcare records function, I found this approach concerning. I would advise others to carefully consider whether this practice meets their needs.

Reception staff were consistently polite and professional

I regularly visit the local branch and have consistently had positive experiences without encountering any delays. As a frequent attendee due to ongoing health considerations, I have found the reception team and clinical staff to be attentive, respectful, and competent throughout my visits. The NHS faces significant funding challenges and staff remuneration concerns. Years of constrained financial resources have resulted in reduced real-terms income for healthcare professionals. Some practitioners have faced employment difficulties due to practice funding limitations. Those seeking improved healthcare services should recognise the importance of adequate funding and staffing support rather than pursuing alternatives elsewhere. Public backing for the NHS and its workforce is essential.

Struggled to book an appointment when needed

It is extremely challenging to obtain an appointment at this practice, regardless of whether the need is urgent or if one attempts to book in advance.

Friendly reception staff made urgent appointments manageable

While booking appointments can be challenging, urgent cases are accommodated relatively quickly, though you may need to accept whatever slot becomes available when time is of the essence. Upon arrival, the reception team provides a warm and welcoming greeting with helpful assistance. Based on personal experience, clinical staff typically maintain good appointment punctuality with only brief waits if any occur, and they demonstrate genuine attentiveness to patients' concerns before providing care. The entire team demonstrates kindness and compassion, and the facility is accessible for wheelchair users with a clean, well-maintained environment.

Struggling to book an urgent appointment by phone

I have been advised to arrange an urgent appointment and have been attempting to contact the practice daily without success. Obtaining an appointment at this surgery appears to be extremely challenging. I am curious about how other patients manage to secure appointments.

Reception failed to pass on test results

I had a disappointing recent experience regarding my young child's care. The reception staff initially indicated that recent blood work came back normal, but it was not until six weeks later when a clinician contacted me that I learned the results were actually abnormal. Additionally, I found that obtaining urgent blood test results took considerably longer than expected, extending well beyond 48 hours. This is unfortunate given that the practice has provided good care for other family members previously.

Staff were attentive from start to finish

I have been attending this practice for three years and have consistently experienced the team to be welcoming and supportive. During my recent visit, the entire process from arrival to departure was straightforward, with staff demonstrating attentiveness throughout. The clinician I saw provided excellent care. I would encourage patients to approach interactions with the centre team in a more constructive and courteous manner when concerns arise. I have found that collaborative communication tends to yield better outcomes than adversarial approaches.

Quick appointment booked over the phone

Excellent experience overall. I called in the afternoon and was able to secure an appointment within a couple of hours on the same day. The receptionist demonstrated genuine kindness and provided helpful assistance throughout. The clinician was outstanding, conducting a comprehensive assessment. I also underwent a diagnostic test on-site with another member of staff. Later that evening, I received a reassuring follow-up message from the clinician, which provided peace of mind immediately rather than leaving me anxious overnight about the outcome. This practice has consistently delivered high-quality care throughout the many years my family has been patients there.

Reception staff dismissive when discussing child's needs

I was disappointed when the practice declined to see my young child with additional support requirements. I found the interaction with the management staff to be unprofessional, as I felt they were dismissive and disrespectful during our conversation. The practice appears to lack compassion and understanding of patient needs. I observed that staffing levels seem inadequate, yet this does not appear to be acknowledged as a concern. Other practices have been able to accommodate emergency appointments for my child when necessary, but this practice was unwilling to do so. I was frustrated by the overall standard of care and professionalism demonstrated during this experience.

Long wait for appointments but helpful when seen

There can be some waiting time to secure an appointment, however the care provided during visits is excellent.

Family care without feeling rushed

Spinney Brook Medical Centre is an excellent practice. My family and I have consistently experienced high-quality healthcare and have always felt that appointments were unhurried and thorough. I am genuinely grateful to all the staff members.