St Lawrence Road Surgery

Refused appointment when I needed to see my doctor

I intend to escalate my concerns to my elected representative and relevant health authorities. I am worried about a significant health issue and felt that my request to see my usual healthcare provider was not accommodated, with an alternative appointment offered instead. Based on my professional background in healthcare, I believe that certain symptoms warrant assessment by my regular practitioner rather than alternative staff. I have an existing appointment scheduled for a diagnostic procedure, though my usual healthcare provider is not currently aware of my recent symptoms. I was previously advised to return for review should any new developments occur, and I am concerned about the implications of this situation.

Appointment delay left me waiting frustrated

I attended an appointment this afternoon but experienced a significant delay. I was kept waiting beyond my scheduled time, and it appeared there was a communication breakdown between reception and clinical staff. Having taken time off work to attend, this was quite disappointing and affected my experience of the service. I am reconsidering whether to continue with this practice as I am dissatisfied with what occurred.

Long wait times and felt unheard by the doctor

I scheduled an appointment a few months back and experienced a two-week wait before being seen. Upon arriving, the waiting area was quite quiet with only one other patient present, suggesting the clinic wasn't particularly busy at that time. Following my consultation, I felt unsatisfied with the outcome and chose to pursue private healthcare to obtain the answers I was seeking. My spouse has also raised concerns about the lack of female practitioners available for discussing women's health and personal matters. Since switching to private care, we've noticed the standard of service is considerably lower than what we were accustomed to previously.

Appointment availability has become really difficult

I'm disappointed by the changes at this practice, which used to feel welcoming and attentive. Finding available appointments has become increasingly difficult, with the online system showing no slots. Previously, I could arrange to see a clinician within a couple of days, or the same day if needed. I was added to a waiting list for a procedure in mid-December and have heard nothing since, despite calling twice to inquire about the delay. I explained how the ongoing discomfort is affecting my sleep, but was informed that the relevant clinic hasn't yet been established and I'm third on the list. It's also odd that when visiting, staff seem stretched, yet the waiting area appears empty. The service doesn't feel as reliable as it once did.

Receptionists unhelpful, always fully booked yet empty

Looking back at the positive feedback from earlier years, this practice operated very differently when it had a different clinical team. The standard of service has noticeably declined. Currently, the reception staff appear unhelpful, the management does not seem to be fulfilling its responsibilities effectively, and the clinical team frequently directs patients toward alternative services rather than providing direct care. This is particularly puzzling given that appointment slots are consistently full, yet the car park rarely appears busy. In contrast, during the earlier period under previous clinical leadership, the car park and waiting areas were regularly at capacity, with patients sometimes unable to find parking nearby, yet appointments were still readily available. It is unclear where all the patients occupying these appointment slots throughout the day are coming from, especially when the physical evidence does not reflect such high demand. Patients report feeling dismissed, and those who do receive callbacks are often directed to travel considerable distances to access services elsewhere, regardless of weather conditions or their current health status. This is particularly problematic when individuals are unwell. There is a concern that oversight bodies need to intervene at this practice, as current service levels may be putting patient wellbeing at risk. Many health conditions require prompt intervention to prevent deterioration, yet there appears to be insufficient commitment to addressing this adequately. The overall situation is deeply frustrating.

Phone lines impossible to get through on

What has changed at this practice? Since the takeover, it has become increasingly difficult to reach anyone by phone. This surgery previously felt like a welcoming place where clinical staff were familiar with patients and their family backgrounds. I now find myself considering alternative sources for healthcare advice. I should mention that the reception team remain pleasant and helpful, so it is puzzling why telephone access has become so problematic. The nursing staff member I saw was excellent and provided good care. However, the overall experience at the practice has declined significantly. I would recommend looking elsewhere for your healthcare needs.

Reception staff were patient and understanding

The reception team have been wonderful, displaying great patience and compassion throughout my numerous interactions with them regarding a family matter. I would hope that all medical practice receptionists could demonstrate the same level of kindness and empathy as this team has shown. The clinical staff have also been excellent, readily accommodating requests for home consultations and consistently finding time to speak with me. I am genuinely grateful for the support provided by everyone at the practice.

Appointment delays despite empty waiting rooms

I found the standard of care to be quite disappointing. Booking an appointment is a lengthy process, yet upon arrival the practice often appears to have very few patients present. This seems contradictory. When you do meet with a clinician, the experience falls short of expectations. There is minimal engagement and a somewhat dismissive attitude. When I asked if I could review published information about a proposed treatment to help me make an informed choice, I was told this wouldn't be appropriate for me to access. This interaction was rather telling about the overall approach to patient care.

Long phone queues make getting through difficult

Attempting to reach the surgery by telephone involves a lengthy wait before someone picks up the call. Getting through required considerable time. When visiting the surgery in person, the environment appears quieter than it used to be, with fewer staff members visible than before. I was informed the practice is very busy and advised to call back the following week to request an appointment, despite the waiting area appearing largely unoccupied. Additionally, it would be beneficial to have female clinicians available, as some women may feel more comfortable discussing certain health matters with a female healthcare professional rather than a male one. I hope the practice can return to the standard of service it previously provided.

Practice refused to follow NHS procedure guidelines

The standard of care provided fell significantly short of expectations. A routine NHS procedure was declined, and this decision remained unchanged despite pursuing formal complaints procedures over an extended period and receiving written guidance outlining the required steps, which the practice chose not to follow. The approach taken lacked compassion and understanding, and the overall experience suggests this establishment may not be suitable for prospective patients.

Difficult to reach and limited evening appointment slots

It is difficult to reach the practice by telephone, and there are no available appointments outside of standard working hours. A member of the reception team informed me of this limitation. This scheduling arrangement is problematic for patients who are employed, as evening consultations would be more convenient for their circumstances.

Reception staff were unhelpful and dismissive

Since 2021, the quality of service has declined significantly. If you're seeking a confrontational experience, this practice would oblige. The front desk team and management have been particularly unhelpful in my experience. While some of the established clinicians have been adequate, the newer staff members have not met expectations. It's disappointing given that the practice previously maintained good standards and a helpful approach. I would recommend exploring alternative healthcare providers if possible.

Practice has become dismissive about repeat prescriptions

I feel the practice has become uncaring and, in my view, has declined significantly since there have been changes in staffing. Many people I know have expressed similar concerns and are switching to other practices, so this appears to be a widespread issue rather than an isolated experience. The practice was exceptionally good for over 20 years, but the standard of care has deteriorated markedly in recent times. It seems the focus has shifted primarily towards certain preventative services, with little regard for other patient needs. I contacted the practice to request a repeat prescription for a long-term condition. Rather than issuing a prescription directly, they directed me to alternative services and an online platform. This is something I have not encountered before, and it was particularly frustrating as I had been unable to reach either of those alternative services during the preceding week. Like others in my situation, I am considering transferring to a different practice. It is disappointing, as the practice was previously excellent and provided outstanding care over more than two decades. The recent changes in staffing and management appear to have had a negative impact on the quality of service provided.

Swift action made a real difference

I am very grateful to the entire team at the practice. While I prefer not to elaborate on specifics, their prompt and effective response to significant health concerns has made a meaningful difference to my family's wellbeing.

Emergency surgery referral handled swiftly and effectively

I am extremely grateful for the exceptional care provided by the medical team at the practice. Their attentive approach and swift action led to me receiving emergency surgical intervention for a serious spinal condition that required urgent treatment to prevent severe complications.

Turned away despite living nearby

I reside a short distance away but fall outside the designated practice area. They suggested an alternative surgery in a nearby town that is actually located further from my home than the original practice. Quite frustrating. This is the second time a GP surgery has been unable to accept me as a patient. I am disappointed with the situation.

Efficient staff who listen and explain clearly

I'm very satisfied with this practice and impressed by the professionalism demonstrated throughout. The clinical team members are knowledgeable and current in their approach, they take time to listen carefully and conduct thorough assessments while ensuring I feel at ease with how they explain matters. The nursing staff are equally pleasant, and I've found their phlebotomy skills to be efficient and reliable. All team members deserve recognition for their excellent service.

Long-term patient appreciates thoughtful waiting room facilities

I have been a patient at this surgery for over 13 years now. I would like to highlight how excellent all of the staff have been towards me! Dealing with a chronic health condition, the team has shown tremendous support! They remain fully engaged and informed about my ongoing care! They are very compassionate! And consistently go the extra mile to help! The practice itself is a welcoming environment. The waiting area maintains a comfortable temperature appropriate to the season. And accessible seating options are available for patients with mobility considerations or postural needs. Arranging appointments is straightforward, simply by contacting reception to request one. They even provide courtesy reminder messages the day prior. And the scheduling runs smoothly. The clinical staff rarely experience delays! I would certainly recommend this practice to anyone within the service area. Which regrettably I am no longer part of. But as I have mentioned, during my time here I have received outstanding care! :)

Practice lost its way with communication and listening

I have been attending this practice for approximately two decades, and I have noticed a significant decline in the quality of care provided. The clinical staff previously demonstrated thoroughness and invested time in understanding patients' concerns comprehensively. While I recognise that resource constraints have inevitably affected service delivery, my recent experience has been particularly disappointing. I have required frequent visits to the surgery at the request of the practice, yet there appears to be confusion regarding the purpose of these appointments. Administrative issues have arisen with test findings, including instances where results appear to have been mislaid, not received, or not followed up appropriately. Communication during consultations feels rushed, making it difficult to adequately convey health concerns. Securing an appointment within a reasonable timeframe has proven extremely challenging, and the overall approach lacks the empathy and understanding one might reasonably expect. However, there is one member of staff who stands out positively for their attentiveness, patience, diligence, and respectful manner. This individual demonstrates the qualities that should be characteristic of the entire team. The positive rating in this review reflects this staff member's contribution alone; without their efforts, the experience would have warranted no commendation whatsoever.

Turned away with no urgent appointments available

I was passing through the area and required urgent medical attention for a serious infection that caused significant swelling and discomfort. The practice informed me they were unable to assist due to a lack of available appointments and directed me to seek care elsewhere. I found the staff to be unhelpful and lacking in empathy, particularly the management.