St Andrews Medical Practice

Straightforward practice with helpful reception staff

It's a doctor's surgery.

Efficient service with attentive physiotherapy support

This has been our GP practice since we relocated from another region last year and I have nothing but positive feedback to share. The service operates very efficiently and all the staff members I have encountered have been excellent. I would particularly like to express our gratitude to the member of the physiotherapy team. This clinician is outstanding, demonstrating strong expertise, taking time to review patient medical backgrounds before appointments, asking insightful questions and conducting thorough assessments. They have made appropriate referrals for our family to suitable services for our healthcare needs. I cannot express how refreshing it is to encounter a physiotherapist who genuinely listens to your concerns rather than simply providing exercises without proper consideration. This person is a real asset to the practice. Thank you.

Always helpful and welcoming at reception

I believe this practice is excellent. The staff have consistently been helpful whenever I've needed assistance.

Couldn't get through on the phone

Not a worthwhile use of my time

Reception system issues wasted my time

I arrived early at the Oxford Road location, but was informed the appointment had been relocated to St. Andrews after my scheduled time. This meant I had to rejoin the queue at the back. The check-in system experienced technical difficulties and wouldn't process my arrival. I had incurred £40 in transport and childcare costs, and lost approximately an hour due to this situation. When I spoke with staff, I was told that a required sample hadn't been received, despite having submitted it two days prior via phone contact. I felt this wasn't acknowledged appropriately. I've experienced ongoing difficulties with various staff members throughout my visits. The clinical staff seem capable, though I understand why many choose to work elsewhere.

Long waits without updates left me in pain

This practice appears to have significant issues with appointment scheduling and punctuality. While I understand that minor delays are sometimes unavoidable, waiting considerably longer than expected to be seen when experiencing substantial discomfort is difficult to accept. The lack of communication regarding expected wait times or acknowledgment of the delay made the experience particularly frustrating. Patients are generally expected to arrive on time for their appointments, so it seems inconsistent that similar standards are not applied to staff. No explanation or apology was offered for the extended wait. Due to the level of pain experienced, I was unable to continue waiting and had to leave without receiving the care I needed. This has left my health concerns unaddressed, and I am deeply dissatisfied with how this situation was handled.

Struggling to book appointments through phone queue

Unable to secure an appointment to see a doctor, and while some practices open at 8am, this one opens at 8.30am, making it difficult to book a slot by the time you manage to get through.

Felt listened to and well supported

Excellent across the board

Dismissed concerns and offered limited pain relief options

I attended an appointment at the surgery recently regarding ongoing joint pain issues. I have been managing musculoskeletal concerns and have previously undergone physiotherapy and private injections without achieving satisfactory results. I am also experiencing symptoms suggestive of degenerative joint changes across multiple areas. During the consultation, I was advised to lose weight. I explained that my current fitness level is limited due to a long-term health condition, which makes exercise challenging. When I mentioned that previous physiotherapy had not been beneficial, I was offered physiotherapy again. I was also told that injections are considered a last resort option. The main recommendation offered was a standard anti-inflammatory medication. However, this presents a concern as it may interact with medication I currently take for mental health. I am therefore faced with weighing potential risks against pain relief. Additionally, I have found that stronger pain relief options are either not well tolerated or insufficiently effective for my needs. I do not feel the appointment addressed my concerns adequately and am unlikely to return to this practice.

Friendly nurses made procedures genuinely pain-free

I have registered with numerous medical centres across different parts of England throughout my life. The standard of professional knowledge and compassionate care provided at this practice has been exceptional compared to my previous experiences elsewhere. The female nursing and healthcare support staff I have encountered have consistently performed procedures with minimal discomfort, always maintaining a warm and encouraging demeanor that demonstrates genuine patient-focused care. Working with large numbers of unwell patients daily must be an incredibly demanding role, so I am grateful for the dedication and expertise shown by all the caring staff at this practice.

E-consult responses came through quickly and helpfully

I cannot speak highly enough of the team at this practice. Thank you for the care, attention to detail and dedication you have shown, particularly during such demanding times. While there are occasional waits to reach someone by telephone, I have found the online consultation service to be a valuable and efficient way to contact the medical team for non-urgent matters. Responses are consistently provided within 24 hours, and frequently much sooner. I would like to extend particular gratitude to the staff member who provided exceptional and consistent support throughout my care.

Staff do their best under pressure

I have been attending this practice for quite some time and believe that the team does an excellent job despite the challenging circumstances they face.

Staff made me feel genuinely supported and calm

What an excellent service. Special praise to the staff member who demonstrated genuine kindness and compassion—I felt remarkably at ease during my recent appointment thanks to their support. Heartfelt thanks to the entire team for their warmth and empathetic approach. I'm also deeply grateful to everyone who assisted when I misplaced a personal item and for the thoughtful follow-up contact; your care and attention meant so much to me. As it turned out, the item was eventually found. I'm incredibly thankful for everything.

Friend's appointments handled with reasonable care

I frequently accompany a friend to their medical appointments, and they have had both positive and negative experiences at this practice. This mixed feedback is reflected in the four star rating.

Concerns dismissed and complaints ignored poorly

It is difficult to adequately express my disappointment with this experience. I was unable to obtain an appointment with a GP and felt that my concerns were not taken seriously by the healthcare professional I saw, who provided a diagnosis that I considered inappropriate. I found it unhelpful to escalate my concerns through the formal complaints process. The response took considerable time to arrive, and when it did, it came by standard post. The reply appeared to defend the staff involved rather than genuinely address my concerns, and felt dismissive rather than apologetic. There was no attempt to discuss the matter directly, and I did not feel my experience was treated with appropriate care or understanding. I have lost confidence in this practice.

Couldn't get through on the phone

This practice fell well short of my expectations.

E-consult got quick thoughtful response

I used the online consultation feature as I didn't want to take up receptionist time with something non-urgent. A clinician called me back within 12 hours, took the time to understand my medical background thoroughly, and offered a solution that I was satisfied with. They were very courteous and empathetic throughout. Additionally, I received a call from the practice recently and the staff member who spoke with me was exceptionally helpful and welcoming as I'm new to the practice.

Impossible to get an appointment anywhere

The experience of accessing medical appointments has been frustrating, with difficulty obtaining consultations. There are concerns about the overall state of healthcare provision and its impact on patient wellbeing. While the practice itself is not considered responsible, the issues appear to stem from broader systemic challenges related to resource allocation and workforce development.

Reception staff went the extra mile

The current circumstances have made it challenging to secure appointments, and the team is managing an increased workload. Notwithstanding these pressures, the receptionist demonstrated exceptional helpfulness in assisting me, displayed genuine warmth and courtesy throughout our interaction, and was genuinely delightful to work with.

Staff were helpful and genuinely friendly throughout

I have consistently found the team to be supportive, well-organised and approachable. I have been directed to appropriate services when needed and have always experienced high-quality care. Thank you for your dedication and hard work, especially during this particularly challenging period - I am grateful for everything you provide.