Springwell Health Centre

Serious concerns about accuracy and care

The clinician documented information on my record that I felt misrepresented my situation, which has caused me considerable distress. Additionally, I experienced a lengthy wait for a routine procedure, during which there seemed to be uncertainty about the appropriate department to handle my care. I would advise others to carefully consider their options before choosing this practice.

Appointments disappear too quickly for urgent cases

It was incredibly frustrating trying to book an appointment for my daughter who had a respiratory issue. All available slots were filled very early in the day, leaving no options to see a doctor. When we contacted the helpline, the only alternative offered was attending an urgent care centre, which would likely have involved a lengthy wait and potentially exposed others to the illness. The whole situation felt quite unreasonable.

Pharmacy stock issues left me without medication

Having a prescription dated in advance was an unfamiliar concept, which meant that if the pharmacy didn't have the medication available, there were limited options such as going without or visiting alternative pharmacies, regardless of how unwell one felt.

Booking system makes getting appointments nearly impossible

The appointment booking process requires significant improvement. Attempting to call on the day resulted in a lengthy wait, with over 30 minutes spent in a queue before the call was answered, and ultimately no appointment was secured for my relative. The current system makes it extremely difficult for patients to access care. I would recommend considering the booking arrangements used at the nearby medical centre, where appointments appear to be more readily available and do not require the same daily struggle. The existing system feels ineffective and is not adequately meeting patient needs. It is concerning that many patients may become unwell due to repeated unsuccessful attempts to book appointments, and some may eventually stop trying altogether.

Phone queue system makes booking impossible

Extremely disappointing. I've attempted to contact the practice on multiple consecutive mornings right when they open for the day. On each occasion, I've found myself significantly far back in the queue. When someone has eventually called me back, the call has been disconnected almost immediately by the reception staff. This pattern has repeated throughout my attempts. I'm struggling to understand how to successfully book an appointment, as the process appears to be extremely challenging at present.

Felt heard when things weren't going well

It was great to have a conversation when I was feeling unwell.

Booking slots disappear within minutes

The practice offers a very limited number of appointment slots each day across their entire service, and these fill up extremely quickly. Patients need to be ready to book right when the system opens in the early morning, as availability disappears within just a couple of minutes if they miss the initial window.

Reception staff could be more respectful

The reception staff can sometimes come across as unwelcoming and unhelpful. However, the clinical team members I've encountered have been absolutely wonderful and provided excellent care.

Staff listened and found the right appointment

The team members are wonderful and very supportive, making genuine efforts to arrange the most suitable appointment slots for your requirements. The facility includes accessible toilet facilities, an accessible entrance, and designated parking spaces for those with disabilities.

Prescription ordering policy leaves medication gap

Attempting to arrange a prescription renewal that becomes necessary on a specific date in the coming month. I was advised to submit the request a week in advance, as the practice operates on a 48-hour processing window. I explained that the pharmacy also requires up to 48 hours to dispense, which means following this guidance would leave me without medication when I need it. I felt my concerns about the timing weren't fully understood or acknowledged.

Impossible to get through on the phone queue

Frustrating experience. Each time I call, there are never any available slots. I was advised during the week to phone back at 8.30 the following morning, so I made the effort to be ready at that time. When I finally got through, I was told I was 26th in the queue. After waiting, I was informed there were no appointments remaining, which felt like a waste of my time, so I ended the call.

Frustrating phone booking system needs improvement

The appointment booking system is frustrating. I called at 9 am and was informed that no slots were available that day, which I understood. I was advised to ring back at midday to potentially secure an evening appointment. When I called back, there were still no appointments available, which I accepted. However, I'm confused about why appointments cannot be scheduled for future dates when availability exists. Instead, I've been instructed to phone back on Monday and repeat the same process of attempting to book for that specific day. There's no guarantee I'll secure an appointment, and I may need to try again. This approach seems inefficient and quite aggravating. I don't see how this system is preferable to simply booking people in for dates and times that work for them.

Reception staff were kind but felt unheard

The team members were pleasant, however the doctor's demeanor was disappointing and left much to be desired.

Friendly staff made me feel welcome

The team here are wonderful, approachable and very supportive.

Appointment booking system needs improvement

The appointment booking system leaves much to be desired.

Struggling to book appointments in advance

It is difficult to obtain an appointment with short notice at this practice.

Hard to get through on the phone

It appears challenging to have a straightforward assessment shared about this healthcare practice.

Reception team made me feel genuinely welcome

I would like to commend the team at this medical centre. The reception staff are courteous, professional and genuinely supportive. I observed several patients arriving with various concerns and witnessed the staff making genuine efforts to assist them. I then attended my appointment with a very pleasant and friendly healthcare professional who demonstrated considerable knowledge and provided helpful guidance throughout. Thank you all for ensuring my visit was a positive experience.

Pharmacy service was quick and efficient

Visited the pharmacy and received prompt attention.

Reception team made booking straightforward and easy

I highly recommend this surgery to anyone as the staff go above and beyond for their patients. I have been seen by all the doctors at the practice and they are all lovely, but I must say that two of the clinicians in particular are exceptionally caring, helpful, and skilled at what they do. I would like to thank everyone at this surgery, including all the reception staff, who are consistently good and helpful with every patient.