(NPC) Spring Terrace Health Centre

Phone lines constantly busy and unresponsive

Unable to reach the practice when attempting to call, and the line was disconnected during contact. Subsequent calls have gone unanswered. There have been repeated issues with lost test samples on multiple occasions. Overall, the service has been disappointing.

Reception staff were dismissive and unhelpful

The reception team and management displayed unhelpful attitudes and I felt misled regarding my appointment arrangements. Following a procedure, I did not receive appropriate follow-up care or see a clinician. There were disagreements about attendance at a walk-in clinic, and when my partner attempted to cancel an appointment due to my health situation, this was not accepted. Subsequently, I was removed from the patient list following my complaints about staff conduct. The practice's approach to patient concerns felt dismissive. I would not recommend this practice. Formal complaints have been made to relevant health authorities regarding the practice's handling of patient interactions.

Receptionist offered helpful phone consultation option

I hadn't visited my GP practice for some time, but yesterday when I felt unwell, I decided to contact them for an appointment. I anticipated being told that no slots were available and was prepared to visit the local walk-in centre instead. However, the receptionist was very courteous and offered to have someone call me back to discuss what I was experiencing, which I accepted. Within an hour, a healthcare professional from the practice phoned to hear about my symptoms and arranged an appointment for later that afternoon. During the consultation, I was examined and my condition was confirmed. My medication was then sent directly to my chosen pharmacy. I'm aware of considerable criticism about GP practices currently, but I wanted to acknowledge the excellent and prompt care I received.

Couldn't get through on the phone

There's no point in trying.

Easier to book appointments now

The practice has shown considerable improvement over the past year. It has become noticeably easier to obtain appointments. The nursing staff demonstrate thoroughness and represent a valuable asset to the practice. The enhancements made to the service are commendable.

Long waits outside in poor conditions

There were queues of unwell patients waiting outside the practice.