St. Clement's Surgery

Patient Experience Summary

Patient feedback reveals a significant divide in experience between clinical and administrative services. Medical staff consistently receive praise for compassionate care, attentiveness during consultations, and professional expertise. However, reception services present a marked contrast, with multiple patients reporting dismissive attitudes, rudeness, and ineffective handling of appointment booking and prescription management. Several patients describe difficulty accessing appointments, long waiting times, and poor communication from front desk staff, with some experiencing particular frustration when attempting to reach doctors by phone or arrange urgent consultations.

Appointment availability and booking processes emerge as recurring concerns, with patients noting unclear information about opening times and the need to arrive early to secure slots. Prescription management issues are also documented, including incorrect medications, wrong dosages, and failures to communicate with pharmacies. Despite these administrative challenges, patients who successfully connect with doctors report positive experiences, describing attentive consultations and genuine concern for their health.

The practice demonstrates inconsistency in service quality across different staff members and departments. While some reception staff are noted as efficient, welcoming, and helpful, others are described as unhelpful and discourteous. This variability suggests potential gaps in training or consistency of approach, creating an uneven patient experience that undermines confidence in the practice overall, despite the evident clinical competence of the medical team.