St George's Crescent Surgery

Reception gave confusing advice about the lift

Attended an emergency appointment for my very young infant who was quite poorly. The appointment was located upstairs, and upon arrival I was instructed by a member of reception staff to remove my child from the pram and carry her up the stairs, despite there being a functioning lift available. I found this instruction puzzling and initially assumed the lift must be out of service. However, when I proceeded to check, I discovered the lift was working perfectly well. When I queried this with the staff member, they responded positively to my using the lift instead. I remain uncertain about the reasoning behind the initial instruction, as it would have been more practical to keep my child in the pram. This interaction added to my overall sense of frustration, as I have encountered similar difficulties with various members of the reception team on previous visits.

Receptionists were helpful and polite throughout

I called on Friday and spoke to a welcoming receptionist who was polite and helpful, asking me to ring back on Monday, which I did. When I called back, I spoke to another receptionist who was equally lovely and helpful, and managed to arrange an afternoon appointment for my mum. I feel receptionists often receive unwarranted criticism, but in my experience they deserve nothing but commendation for the service they provide.

Phone consultations felt rushed and dismissive

I called to discuss ongoing shoulder discomfort that has persisted for several months. During the conversation, I felt that the healthcare provider did not explore diagnostic imaging options and seemed unfamiliar with my situation. The consultation resulted in a painkiller prescription before the call ended. When I attempted to follow up immediately afterward, I was informed that another appointment could be scheduled, though it would be approximately three weeks away.

Receptionist made the booking process straightforward

I recently spoke with a receptionist at the surgery who was extremely helpful and courteous. They were a real asset to the practice, which I feel often receives unwarranted negative attention.

Felt ignored and not properly listened to

The healthcare professionals at this practice were unhelpful. They did not engage in meaningful conversation and seemed dismissive of my concerns. I felt unheard during my visit. I am very dissatisfied with this experience and believe changes are needed urgently.

Appointment access has become really difficult

This medical practice was satisfactory in the past, but the standard of care appears to have declined. Obtaining an appointment has become increasingly difficult, as staff seem to require extensive justification before granting access to a doctor. Despite having a significant medical history and ongoing health concerns, I have struggled to secure either a telephone consultation or an in-person appointment. I have made a formal complaint through the appropriate channels, though I am not optimistic about the outcome. I am actively seeking alternative healthcare provision with a practice that demonstrates greater commitment to patient care.

Didn't feel listened to at all

This practice has not met my expectations, as I felt my concerns were not properly heard during my visit.

One customer at a time kept things safe

I visited the pharmacy on a Saturday to collect a prescription. The establishment operates a one-person-at-a-time policy, with customers waiting outside between entry and collection of their medication. This approach demonstrates responsible practices in line with health and safety considerations. My medication was not immediately available in stock, however a member of staff kindly travelled to an alternative location to retrieve it for me. This gesture was incredibly thoughtful and I was genuinely grateful for the assistance, particularly as I was experiencing discomfort at the time. I appreciated the quality of service provided.

Phone queues need serious improvement

When I call the practice and select the option to reach reception, I find myself waiting on hold for an extended period, which is frustrating. I feel the phone system could be managed more effectively. Despite being a long-standing patient, I believe their telephone communication processes need improvement. 😤😤😤😤😤😤😤😤😤

Reception staff were dismissive and unhelpful

This practice fell short of my expectations. The reception staff came across as unwelcoming and appeared reluctant to assist. I was quite let down by the experience and do not plan to return.

Rude reception staff and dismissive doctors

I have had a very negative experience at this practice. The reception staff were unwelcoming and the clinical staff came across as dismissive. I felt that my concerns were not properly heard or taken seriously, which left me disappointed with the overall standard of care provided.

Reception hung up without saying goodbye

Since relocating and registering with this practice, I have found myself disappointed with my experience so far. When I attempted to book an appointment for routine tests, I was redirected to another number and subsequently transferred. The person I spoke with on reception ended the call abruptly following my expression of gratitude, without any pleasantries or proper goodbye—the interaction felt quite dismissive. I would have expected reception staff to demonstrate better interpersonal skills. I had intended to schedule a consultation with a clinician as well, but given this encounter, I am now reluctant to contact the practice again and will delay making that appointment. Overall, I am not satisfied with what I have experienced so far.

Staff stayed friendly despite busy queues

Excellent medical practice serving the local community. The team manages a busy workload with numerous patients while maintaining a welcoming and approachable manner. The clinicians at the surgery are highly competent and professional.

Felt unheard and dismissed by clinicians

The clinical staff demonstrated a lack of courtesy during my visit.