St Austell Health Group

Rude Receptionists Except One Nice Lady

The phone-based customer service team frequently displays an unnecessarily condescending and dismissive demeanor, speaking to callers with an unwarranted haughty attitude. Fortunately, there is one outstanding female staff member who consistently demonstrates exceptional professionalism, kindness, and genuine helpfulness when answering calls. The remaining reception personnel would do well to learn from her exemplary approach to customer interaction.

Horrible phone support that never gets better

Absolutely terrible service, the worst you could possibly encounter. No signs of improvement, staffed by leftover doctors from other regions. Their phone support at 111 is completely useless.

Quick stop for neighborhood essentials

Excellent spot with convenient accessibility and top-notch assistance for community residents

Friendly Doctors Helped Me Today

I extend my gratitude to the entire team and kindly request that you convey my appreciation to Dr. Moore and Dr. Hickley.

Embarrassing Prescription Pickup at Crowded Clinic

SHOCKING!!! I was waiting in line when an elderly woman sought medical consultation for intimate matters. The intrusive questioning she endured for 10 minutes was absolutely appalling. I've never felt such deep sympathy for someone. The probing inquiries about her personal health were genuinely mortifying. Everyone in the queue was visibly uncomfortable and anxious about their impending interaction. When my turn came, I fortunately encountered a different staff member, though still an unqualified receptionist. Her inappropriate and invasive questions were completely irrelevant to my simple prescription request. She loudly announced instructions for future interactions, broadcasting my personal business to the entire waiting area. When I sarcastically remarked that I couldn't submit my medical sample online and requested she lower her voice, she defensively claimed the open reception area required transparency. Her complete lack of professional discretion and compassion was infuriating. What transpires between a patient and doctor should remain confidential. I was merely submitting a prescription, not being interrogated! I sincerely hope the previous elderly patient receives timely medical attention. NEXT! Or perhaps more accurately, VICTIM?

Friendly Staff Made My Day

Throughout my interactions, the staff has consistently demonstrated a courteous and supportive demeanor.

Missed Cancer Again Despite Clear Symptoms

I experienced repeated missed diagnoses of my cancer, despite exhibiting every single symptom. Following a surgical procedure that left me unable to have children, I consulted the supposed leading expert in women's health regarding my cervical cancer. When I expressed concerns about experiencing similar pains and suspecting cancer's return, she dismissively claimed it was merely psychological and refused to order scans without even conducting a physical examination. Subsequently, I underwent a hospital scan which confirmed the cancer had indeed returned. During another appointment, I unexpectedly caught this same professional casually searching my son's name origin on Google while I had already waited 30 minutes and been initially seen by a trainee. While most nurses have been compassionate and supportive, the general practitioners demonstrate a concerning pattern of not taking patient concerns seriously and displaying clear medical negligence.

Compassionate Care During My Medical Emergency

I extend my heartfelt appreciation to the receptionists, entire medical team, Dr. William Moore, and ambulance personnel for their exceptional support and care during my medical emergency on January 24th. My sincerest thanks and profound gratitude go out to each of you. I hold you in the highest regard. Rasa Keturkiene

Easy Access and Friendly Staff at Clinic

Convenient parking spaces and straightforward entry to the facility. Simple navigation to higher levels. Friendly and accommodating personnel who are eager to assist.

Quick and Smooth Morning Check-in

I was visiting this place for the first time and had some reservations based on previous online feedback. To my pleasant surprise, the parking situation was straightforward, the check-in process was smooth, the wait time was minimal, and the staff member I interacted with was courteous and competent.

Doctor's Refusal Left Me in Constant Pain

DENIED PARASITES TREATMENT WITH IVERMECTIN, A MEDICATION EXCLUSIVELY PRESCRIBED BY A PHYSICIAN, DESPITE ENDURING 3 YEARS OF ABDOMINAL DISCOMFORT. SUBMITTED A FORMAL COMPLAINT LETTER AND COMPLETED A SARS DOCUMENTATION. COMPLETELY DISILLUSIONED WITH THIS MEDICAL FACILITY SINCE 2020!!

Quick and Easy Covid Shot

Schedule your shot, receive the vaccine, easy peasy!

Clean and Welcoming Medical Center

The personnel are friendly and provide thorough explanations. Every area is meticulously maintained and spotless. Restroom facilities are accessible and well-equipped to accommodate individuals with limited mobility. Ample parking is offered, with a conveniently located pharmacy nearby. The waiting areas are spacious, and numerous informational brochures are readily available for patients.

Terrible doctors ignored my prescription concerns

Truly the most incompetent medical practice I've encountered. The unwelcoming front desk personnel essentially suggested I should endure my situation instead of addressing potential prescription theft by the pharmacy staff.

Missed Cancer Diagnosis Cost My Mother's Life

This clinic doesn't merit a single star - I'm utterly revolted by their negligence. The medical staff misdiagnosed my mother's condition as an ear infection for five consecutive weeks, when it was actually cancer. As a result of their profound medical incompetence, my beloved mother has tragically died. I am now committed to dedicating the remainder of my life to holding these responsible individuals accountable for their fatal error.

Quick Care at City Hospital

Friendly medical staff, prompt attention. Pharmacy's tracking of concerns top-notch. Truly grateful.

Smooth morning delivery saved my day

Incredibly efficient and well-coordinated.

Endless Delays and Ignored Health Concerns

I've been struggling to get proper medical attention for a year and a half. Calls are consistently unreturned. I was repeatedly brushed off with physiotherapy that provided no relief and had to chase multiple times just to get a blood test. After receiving the test, there was zero follow-up. When I checked my NHS app, my abnormal blood results were completely ignored, and another unhelpful physiotherapy consultation did nothing. I've endured unmanaged acute pain for 18 months. Finally speaking with a GP by phone, I'm now trying medication that isn't effective, and I can't even reconnect with the same doctor. I desperately need a proper diagnosis and pain management strategy. This situation is unacceptable and demands formal investigation. I have comprehensive evidence demonstrating that St Austell health center is unfit for practice, potentially endangering patients' lives and leaving people untreated, distressed, and depressed. I intend to escalate this by reporting to NHS England, the CQC, and contacting my local MP.

Desperate Wait for Healthcare Help

St Austell healthcare is a mess - even the Hub isn't exempt. The receptionists are fantastic, and I'm amazed at how they manage, but the doctors and nurses are only decent when you actually manage to see them, which is rare. I've spent 40 agonizing minutes on hold after being repeatedly overlooked for years while desperately seeking help for my daughter's serious issues. They claimed no one read the private doctor's referral letter, promised an urgent team would contact me, but nine days later - nothing. It's exactly like previous years. The stress is unbearable. The system is fundamentally broken - worsened by Conservative budget cuts, pandemic challenges, and population growth. But other regions aren't suffering like we are, and these problems existed long before these external pressures. Something urgent must change. It feels like a sinking vessel with no leadership, where you're constantly told to return later while the ship slowly drowns. The closure of Woodland road has left us with this catastrophic service. Regarding their response: It doesn't matter if they promise to recontact. My recent experience is proof - I can't swallow properly due to a thyroid lump, called on March 12th and received nothing. After three weeks of emails, they apologetically say they're busy. Six weeks after initial contact, I'm finally getting an appointment. This could be cancer. People from other areas are shocked by this service, which absolutely requires formal investigation.

Painful Journey with Wheal Northy Surgery

I had my general practitioner for 19 years at Woodland Road, but when it closed, I was transferred to St Austell Healthcare. During my time there, I encountered 5 different prescribed doctors, making it impossible to establish a meaningful doctor-patient relationship. It seemed like the surgery was intentionally trying to upset and undermine me, offering no genuine help over the years. My medical issues rapidly accumulated without proper investigation, even a noticeable lump in my side. After approximately 3 years with my 5th doctor, no resolution was found for my physical health concerns. I'm now relieved to have left this practice. They were excessively focused on reducing my medications, particularly painkillers, despite my severe regional pain condition that is so intense it often feels unbearable, with constant 24/7 pain. The experience became a complete nightmare. I even experienced hair loss over 18 months, and my GP dismissively waved off my concerns, saying it was "nothing to worry about". My high blood pressure, which a receptionist acknowledged was concerning, was simply ignored. I couldn't tolerate their incompetence any longer and changed surgeries. Now, my new practice must address all the unresolved issues from Wheal Northy. Fortunately, I feel much happier at my new doctor's office. The staff are friendly, the atmosphere is welcoming, and people actually smile. Appointments are straightforward, without endless bureaucratic obstacles. Unlike Wheal Northy, who haven't returned to normal in-person consultations since the pandemic and rely on brief phone calls, my new surgery provides comprehensive care. Their approach during COVID was diabolical, and they should be ashamed of themselves. This healthcare system essentially made me ill. My strongest recommendation is to find a new surgery. As you age, you simply want to feel secure and know that help is available when needed - something Wheal Northy and St Austell Healthcare completely failed to provide. I'm delighted to bid them farewell.