St Bede Medical Centre

Reception staff breached confidentiality without apology

I would rate this experience much lower if possible. The reception staff did not meet professional standards. I requested to speak with the practice manager but was reluctant to disclose the reason. After being placed on hold, the receptionist returned and made reference to a matter I had discussed earlier, which felt like a breach of privacy. I was told the practice manager would contact me but when I asked when this might happen, I received an unclear response about their availability. When I requested the practice manager's full name, I was given only a first name and informed that a surname was unnecessary. Overall, the interaction lacked professionalism, clear communication, and demonstrated insufficient consideration for my concerns.

Helpful surgery that listens to concerns

This practice has been my preferred choice since relocating to the area several years ago. The team has consistently been supportive and accommodating, readily offering appointments when I have genuine health concerns. I'm pleased with the level of care provided.

Reception answered quickly for emergency appointment

I don't usually visit the surgery as I'm fortunate to generally enjoy good health. I managed to secure an emergency appointment today and was seen by a caring clinician at mid-morning. The receptionist who handled my call was helpful and courteous. I'm grateful for the attentive care provided by all the staff. I left feeling considerably improved compared to when I arrived and feel confident about my recovery going forward.

Staff went above and beyond for our family

I cannot thank the staff enough. Moving myself, my family member, and our child with additional needs to this practice was the best decision we could have made. They have provided us with far better support than our previous healthcare provider, whom we had been with for many years. Thank you again – there simply aren't enough words to express our gratitude. With love and appreciation from our family.

Reception phone queue takes forever

The clinical staff are excellent, however it's worth noting that the reception team can be reluctant to answer calls. Even if you're next in the queue, you may find yourself waiting a considerable amount of time before someone picks up.

Long phone queues made appointment booking difficult

Extended waiting periods on the telephone despite being first in the queue is quite frustrating.

Appointment waits too long, phone lines frustrating

I used to feel this was an excellent practice, but I believe the standard has declined significantly. Finding available appointments is challenging, with waiting times extending to two weeks. I was instructed to phone daily to check for cancellations, or to ring back during the lunch closure period. Despite multiple attempts, I was unable to get through. The call system begins with promotional information about services available at the surgery, which I found unnecessary. When I expressed my concerns about the appointment situation, I was offered a slot more than three weeks away. As my condition deteriorated, I contacted the out-of-hours service who said they would liaise with my practice and arrange for me to receive a call from a healthcare professional. Instead, I received a call from reception offering an appointment two days later, which was now two weeks after my initial contact. What troubles me most is that I rarely seek medical help, and when I do feel the need to reach out, the experience makes me feel like I am being treated as an inconvenience rather than someone with a genuine concern. While I understand the pressures within healthcare systems generally, this particular practice seems to be struggling more than others with managing patient access and responsiveness.

Friendly reception made booking straightforward

An excellent facility for receiving medical care and healthcare services.

Poor communication between different staff members

There appears to be insufficient continuity of care. Communication between different members of the practice team seems to be lacking.

Friendly staff but home visits only for housebound patients

The reception team and clinical staff are pleasant and competent, however home visits are not routinely offered unless a patient is completely unable to leave their residence. This creates difficulties for those with significant mobility limitations who must arrange and pay for transport to attend appointments and access nearby services. For patients without state support, not in receipt of benefits, and without assistance from health services while unemployed or in a relationship, these costs accumulate quickly. Travel expenses of £6 each way combined with prescription charges of £9.65 per item result in substantial out-of-pocket expenses totalling around £22 per visit. The practice operates a policy of no blood test, no prescription, which can be problematic. It would be beneficial if all clinicians reviewed patient medical histories more thoroughly, as prescribing errors linked to existing health conditions can lead to additional costs and complications for patients. Following submission of concerns to the practice management over several years and repeated requests to reception staff, a home visit was eventually arranged, which was much appreciated and provided a positive experience.

Clean and welcoming practice environment

The practice maintains a pleasant and hygienic setting.

Same day prescription sorted my problem

A huge thank you to the team member who processed my prescription request the same day and helped me get back on track (I had neglected to reorder my medication in time!). It was wonderful to experience such helpful service from staff who went above and beyond without making me feel judged. Really appreciate the support!

Records mixed up and no one listened

The standard of care at this practice has been disappointing. I felt unheard during my visits, and there have been significant issues with my medical records. Multiple incorrect entries have been added to my file recently that do not relate to me. These administrative errors have had serious consequences, including a negative impact on a benefits matter.

Friendly reception made the visit straightforward

Excellent care provided

Friendly reception made the visit pleasant

Outstanding experience across the board

Long wait but staff were helpful

There was a wait for the service, however the practice is delivering good care.

Friendly staff made me feel heard

I have had a wonderful experience at this practice. The reception team are consistently friendly and welcoming, making appointments and enquiries straightforward. My healthcare provider has been approachable, empathetic and supportive throughout my time as a patient. Having been with the practice for several years, I would gladly recommend it to others.

Helpful reception made booking appointments easy

I cannot recommend this surgery highly enough. The clinician I saw in particular has been very supportive and investigated my symptoms thoroughly. Hopefully now on the right track with my treatment. The reception team are always helpful and polite and I have had no difficulty in getting appointments. Well done to everyone.

Long phone queue made cancellation impossible

My mother is a patient at this practice but needed to cancel an appointment. When I called to arrange the cancellation, I spent an hour on the phone without managing to speak to anyone. I found this experience extremely frustrating.

Helpful support when my son needed it

My child required assistance and received it, thank you.