Springfield Surgery

Patient Experience Summary

Patient feedback reflects a mixed experience across the practice. Many patients report positive interactions with doctors and nursing staff, describing them as compassionate, attentive, and professional. Reception experience and booking accessibility receive particular praise from some patients, with several noting straightforward appointment scheduling and courteous staff. However, significant concerns emerge around phone communication, with multiple patients reporting difficulty reaching the practice, long wait times on hold, and frequent call disconnections. Appointment access presents challenges for others, with complaints about lengthy waits, delayed scheduling, and inconsistent service quality across different consultations.

Negative themes centre on reception staff attitude and responsiveness, with some patients describing rushed interactions and inattentive listening during conversations. Several reviews highlight frustration with waiting times, both for appointments and in-person visits, alongside concerns about follow-up communication and prescription processing delays. A pattern of inconsistency appears throughout the feedback, with service quality varying significantly depending on which staff member or doctor patients encounter. While some patients express strong satisfaction with their care experience, others report feeling unheard or deprioritised.

The practice appears to face operational challenges that impact patient experience, particularly around telephone accessibility and administrative responsiveness. Despite these difficulties, feedback indicates that clinical care from doctors and nursing teams remains a consistent strength, with many patients appreciating the compassion and professionalism demonstrated during consultations.