St. Johns Group Practice

Reception staff unhelpful with impossible booking system

This has been the poorest GP practice experience I've had. I'm planning to switch to a different practice, even if it means travelling further. The appointment availability is severely limited with months-long waiting lists, the reception team were not particularly helpful, and the callback system requires spending considerable time on hold during early morning hours. Booking appointments becomes difficult if you attempt to call later in the morning. While I understand the practice faces operational pressures, when compared with other practices I've attended previously, this one falls significantly short of expectations.

Impossible to get an appointment here

This GP practice has been extremely disappointing. Obtaining an appointment is incredibly difficult and seems nearly impossible. The staff do not appear to listen to concerns when raised. This is particularly frustrating when seeking care for children, leaving us feeling unsupported. 😞

Doctor took initiative when appointment was difficult

Yes, it can be quite difficult to get an appointment sometimes, but on this occasion a clinician called me and said they needed to see me. This was during the pandemic, and I found out later I had a serious circulatory condition. If it weren't for this clinician calling me in, things could have been much worse. I've recently had surgery and am recovering well now. I'm very grateful for their proactive approach and care.

Phone lines impossible to get through on

Attempted to contact the practice yesterday and was informed that no appointments were available, with instructions to call back at 8 the following morning. I was also told that same-day appointments could not be arranged. When I called at the requested time, the phone lines were not operational. After waiting 20 minutes, I made multiple attempts to reach someone but was unable to get through.

Staff were helpful and polite throughout

The team here consistently demonstrates helpfulness and politeness in their interactions.

Impossible to book appointments or get seen

It is extremely difficult to obtain appointments with medical professionals at this practice. Several months ago, I was informed that I would receive correspondence regarding an imaging scan in the post, but this has yet to arrive.

Couldn't get through on the phone line

I have been attempting to call the surgery at 8am for four days in a row without success. Each day I have tried approximately 100 times with no one answering. This is very frustrating.

Hard to get a decent appointment here

I have been registered with this practice for five years since relocating to the area. The experience has been inconsistent, with appointment availability and clinician quality varying considerably. Several experienced practitioners have departed over this period, leaving a limited team. There is one clinician in particular who has demonstrated genuine attentiveness to patient wellbeing and has remained with the practice throughout this time. However, I have had concerning experiences with another clinician whose consultations have not met my expectations. On multiple occasions, I have required emergency department care following appointments, and I felt that my symptoms were not adequately addressed during those visits. I found the communication style during these consultations to be dismissive, and I did not feel heard as a patient. The emergency department staff subsequently identified the underlying issue and provided appropriate treatment. My experience suggests that the quality of care at this practice is heavily dependent on which clinician you are seen by. I would recommend requesting an appointment with the more experienced and attentive practitioner if possible, as this may improve your experience.

Receptionists were rude and unhelpful throughout

The clinical staff at this practice have been disappointing throughout my care. The reception team's manner has been unhelpful and dismissive. Accessing appointments with clinicians has proven difficult. I have been managing a significant injury since May, requiring specialist wound care products. Despite providing clear specifications from the hospital, the practice repeatedly dispensed incorrect items. They delayed issuing necessary documentation until my previous paperwork expired, then issued replacement paperwork later than appropriate protocol would suggest. Most concerning, I have now been informed that I am being removed from the practice register, and I was not properly informed of important medical information that should have been communicated to me by the practice, information which another healthcare provider had shared with them. I intend to pursue this matter through legal channels.

Impossible to reach by phone for appointments

Terrible service, feels outdated. I've been attempting to secure an appointment for several weeks, which was postponed during the pandemic. Now that I've finally gotten through, I'm told I must call at 8am to book. It's incredibly difficult to get through on the phone - I keep trying but either can't connect or don't receive callbacks. I'm uncertain whether I should attend hospital, but I'm not even sure if what I'm experiencing warrants that level of care. It seems like a serious situation would need to develop before I could see someone.

Helpful staff who really listened

The team at this practice has been very helpful and supportive. Their efforts and assistance are much appreciated.

Helpful staff who genuinely listen to patients

I have consistently experienced the team at this practice to be approachable and welcoming, and they have consistently demonstrated genuine effort to provide assistance to both myself and my family members.

Switching surgeries got me an appointment instantly

After consistently struggling to secure an appointment through any available method, I recently switched to a nearby practice and was able to book an appointment immediately. Making the change to a different surgery has proven to be one of my better decisions.

Reception staff were dismissive and unhelpful

The staff came across as unwelcoming and discourteous. The clinician I saw displayed a similarly unfriendly manner, and the consultation felt more like an interrogation than a supportive medical discussion. Appointment availability is quite limited, typically requiring a wait of several weeks. By that time, most issues either resolve independently or become significantly worse. There is quite a noticeable contrast when compared to my experience at another local practice.

Long waits and unhelpful phone queues

The service provided was extremely disappointing, with significant difficulties in obtaining appointments and lengthy waiting times just to reach someone on the phone. When contact was finally made, the staff interaction was unhelpful and discourteous.

Frustrating appointment booking system needs improvement

I contacted the practice on a Wednesday requesting an appointment for the following Monday, but was informed that appointments for the subsequent week are only made available the week they occur and suggested I call back on Monday instead. This scheduling approach seems impractical, as it would be more reasonable to allow bookings at least a full working week in advance. The appointment system appears to be poorly organised.

Couldn't get an appointment when needed

Extremely unhelpful experience, with no available appointment slots and no willingness to suggest any alternative solutions.

Friendly reception made the visit pleasant

Positive

Couldn't get an appointment for nearly a year

I have been struggling to secure an appointment with my GP for close to a year. During this time, I have experienced various health concerns and considerable discomfort, which I have had to manage without professional support. I was advised on multiple occasions by NHS 111 to contact my doctor, but was unable to do so successfully, so I stopped trying. Today I called ahead as instructed by the automated telephone system because something has developed that requires prompt hospital assessment, but I was turned away once more. As a disabled person, my mornings require significant preparation time, and I find the staff approach to be dismissive and unhelpful, sometimes even somewhat disrespectful. I am at a loss for what to do next. I desperately need assistance and am extremely frustrated with my experience at this practice.

Phone lines constantly busy and fully booked

I have found this to be the most disappointing surgery I have experienced. Attempting to call at opening time resulted in prolonged waiting periods of over 30 minutes just to reach someone. Once contact was made, I was informed that all appointments were unavailable. Over a four-day period, I was unable to secure any appointment with a GP. When I asked about a callback from a clinician, I was advised that none would be available for the entire week. The reception team came across as unwelcoming. I have decided to transfer my family's care to a different practice.