St Johns Medical Centre

Patient Experience Summary

Patient feedback reflects a mixed experience with significant variation across service areas. The practice receives consistent praise for clinical care quality, with patients highlighting the proficiency and compassion of medical professionals, responsiveness to urgent needs, and continuity of care from established practitioners. The AskMyGP digital platform is noted positively by some patients for enabling rapid virtual consultations and efficient prescription processing.

However, appointment availability and the booking experience present substantial challenges. Multiple patients report severe difficulties accessing appointments through both telephone and online channels, citing extremely limited booking windows, prolonged waiting times on phone queues, and system unavailability. The reception experience is mixed, with some patients praising courtesy and helpfulness whilst others describe discourteous interactions and lack of empathy. Patients also report concerns about appointment scheduling policies, including restrictions on advance booking and narrow time slots for phone access.

Continuity of care is valued where patients have established relationships with permanent practitioners, though some report being redirected to locum doctors. Overall, whilst clinical care and communication from medical staff receive strong endorsement, organisational challenges around appointment access and reception interactions remain persistent themes requiring attention.