Spinney Brook Medical Centre

Practice has improved over the past year

This is an updated review, as my initial feedback wasn't particularly positive, though I've noticed a significant improvement over the past year or so. Please continue with this progress😁

Helpful reception staff made booking easy

The practice consistently provides excellent care. My father receives attentive support and the team responds promptly and effectively. The clinical staff are all very capable and the reception team are welcoming and accommodating.

Reception team made me feel welcome

The reception team, nursing staff, and clinical practitioners consistently provide a good standard of service.

Prescription staff spoke over me repeatedly

I recently had a very unpleasant experience with a member of the prescriptions team at the practice. The interaction was disappointing, as I felt the staff member was rude throughout our conversation. They raised their voice on several occasions and frequently interrupted me while I was speaking. I understand that courtesy towards staff is important, however I felt this courtesy was not extended to me during this encounter. I found the behaviour unacceptable. I have requested a callback from the practice management team to discuss this matter further. I have given the lowest possible rating as I feel unable to rate any lower.

Reception staff made me feel genuinely welcome

Having attended several different medical practices throughout my time in various locations, I can confidently say this one stands out as the best experience I've had. The reception team consistently demonstrates helpfulness and friendliness, and the clinical staff have been excellent.

Receptionist went the extra mile for us

The reception staff member was extremely helpful and successfully arranged for my husband to be seen ahead of schedule by a clinician due to particular health concerns. The healthcare professional we saw was excellent and provided wonderful care. Although the initial examination room wasn't ideal for our circumstances, we were promptly moved to an alternative space where both staff members assisted us thoroughly and created a comfortable, supportive atmosphere. I have consistently had positive experiences at this practice throughout my time as a patient. The team has regularly exceeded expectations in addressing my healthcare needs, and the reception team has always been friendly and accommodating.

Reception staff enforced mask policy without compassion

I assisted my wife, who was on crutches, and my mother-in-law, who has mobility difficulties, into the waiting area. While I was parking the vehicle, they were asked to relocate to the rear of the waiting room due to not wearing masks, with the stated concern about proximity to other patients. I found this approach to be inappropriate and insensitive given the circumstances.

Quick appointment and efficient follow-up care

I contacted the practice to arrange an appointment and was able to be seen the same day. Over the following week, I received two separate blood tests, multiple telephone consultations, an in-person visit, and a scan at the hospital. All staff members I interacted with, whether in person or by phone, demonstrated professionalism and courtesy throughout. I'm very grateful for the care provided.

Kind staff who really listened and helped

The team at this practice has been wonderfully supportive and caring in assisting with my father's healthcare needs. The clinical staff have provided excellent service throughout, and I would encourage them to continue with their commendable efforts. x

Phone consultations didn't address my concerns properly

Remote consultation rather than in-person appointment to discuss discomfort extending from neck through shoulder to elbow. Following a three-month interval, imaging was eventually arranged. The referral to the hospital's imaging department felt unnecessary and time-consuming for both myself and the staff involved. The scan focused on an area that didn't seem relevant to my concerns. I found the overall experience frustrating and difficult to understand. Another remote appointment has been scheduled for three weeks ahead. I hope that on this occasion, my concerns will be properly addressed.

Impossible to reach them by phone for bookings

Contacting the practice to arrange an appointment proves extremely difficult. Rather than being placed in a queue system, callers encounter a constantly busy line, making it nearly impossible to secure a booking.

Phone lines constantly busy and frustrating

It would be helpful if the practice were more responsive to telephone inquiries.

Saturday clinic was quick and well organised

I recently attended one of the weekend vaccination clinics at the surgery for an immunisation appointment. The entire experience was exceptionally well-coordinated and ran very smoothly. The whole visit was remarkably quick, and I was able to return home promptly. I was very satisfied with the service provided.

Felt genuinely missed after moving away

Excellent healthcare professionals who have provided outstanding care for myself and my children over an extended period. The service has been consistently brilliant throughout my time as a patient. I relocated and had to leave the practice, which was genuinely disappointing as I had developed such a positive relationship with the team.

Reception staff attitude needs improvement

The clinical staff at this practice are genuinely excellent and provide wonderful support. Unfortunately, the same level of service cannot be extended to the reception team, whose demeanor has been quite disappointing. While the medical professionals would certainly deserve top marks, the experience with front-of-house staff makes it difficult to rate the practice highly overall.

Receptionists dismissive and unhelpful throughout

The experience at this practice was deeply disappointing. I would recommend looking elsewhere for care. The front desk staff appeared indifferent to patient concerns, and the clinical staff seemed unable to properly review patient records despite their qualifications. When appointments were finally obtained, the approach to diagnosis felt superficial and inadequate. Overall, the service fell well short of expectations.

Friendly team who've supported us for decades

My spouse and I have been patients at this practice for more than two decades. We attend the local surgery. I tend to require the practice's services fairly regularly, and we both feel fortunate to have access to such an excellent, capable, welcoming and committed group of professionals. We are deeply grateful for the support and attention we have received. The health service operates under significant financial constraints and has faced resource limitations well before recent global health challenges. Those who voice concerns about service quality might benefit from examining comparative healthcare spending over the past decade, whether measured per person or as a proportion of national income, across similar developed nations. We receive considerable value relative to the modest tax contributions that fund the health service.

Reception team made me feel welcome

The front desk team consistently demonstrate willingness to assist and provide support.

Receptionists wouldn't accept blood pressure readings

The reception team could be more accommodating. I was instructed by a clinician to submit some health readings and the receptionist declined to accept them via telephone, did not provide a fax option, and would not permit email submission either. The reason given was related to data protection, though my spouse works at another medical practice and feels this approach is overly restrictive, as their facility routinely accepts information through these methods. Attending the surgery in person presents considerable challenges for me due to my work commitments and distance from the practice. Greater flexibility would be beneficial, particularly as I was simply seeking to provide information rather than request any.

Felt genuinely listened to during my appointment

This practice stands out as exceptional. I recognise that some patients find it challenging to secure appointments. However, when urgent care is needed, patients are prioritised and seen promptly. Certain individuals may comment on appointment wait times. But the clinical team members are actively engaged in their work and genuinely invested in patient care. They demonstrate authentic concern and empathy, and frequently extend beyond standard consultation timeframes. I have experienced several complex health matters, both physical and psychological, and I have never encountered a sense of being judged or made to feel unwelcome. The entire team is remarkably kind and professional. The assessment process for triaging patients is highly effective, and the reception staff create a welcoming atmosphere. I am grateful for the dedication shown by everyone here.