Strawberry Hill Medical Centre

Helpful phone team sorted complex referral quickly

I am not someone that generally leaves reviews but felt compelled on this occasion. I have recently moved into the area and to be honest was nervous about this practice being my local surgery due to negative reviews on here. I called today with a bit of a complex situation having been referred under my previous address for urgent investigation under an expedited referral pathway but I could no longer physically attend the hospital appointment. I called and initially spoke to a member of the administrative team who invited me in to be registered that same day. I then received a call from another team member who explained that a colleague was also looking into what could be done. I received multiple call backs on the same day, keeping me updated at all times and then given an appointment with a clinician at the earliest opportunity. I could not believe how caring and efficient the administrative team were and am now very grateful this is my local surgery. Everyone exceeded my expectations :)

Frustrating wait between booking and appointment

Not satisfied with how appointment scheduling is handled. When calling early in the morning, the available appointment slots offered are much later in the day.

Helpful reception staff made booking easy

Excellent and very helpful.

New locum made a real difference

The practice currently has a temporary physician covering appointments, and she provides excellent care. It would be beneficial if they were to retain her services on a permanent basis.

Reception closed check-in before appointment time

I had an extremely negative experience at the surgery today. Although it is normally only a short drive from our home, unexpected road works caused delays to our journey. We arrived at approximately 9:23 am for a 9:20 am appointment, having left home around 9:05 am. Despite our efforts to be punctual, we were unable to find parking quickly enough to check in on time. Upon arrival at reception, we were informed that check-in had closed and our appointment had been cancelled. We were advised to rebook for the following week. I was deeply upset by this situation. This appointment had taken a month to obtain, and my young toddler was unwell at the time, having only recently been discharged from hospital. I had made the journey with a recovering child, and felt the surgery showed a lack of understanding regarding our circumstances. The cancellation was particularly distressing given that my child had been hospitalised for five days, and I believed an earlier appointment might have prevented this. I was already stressed from the previous week, and this experience left me very upset. I would like to understand the process for raising concerns when patients experience delays in the waiting area after checking in. The surgery had provided a discharge letter indicating they were aware of our situation, yet the appointment was still cancelled. While the surgery claims to be busy, I question whether this is genuinely the case. I am concerned about the value of general practice services when patients frequently require hospital care instead, and I question whether resources might be better allocated elsewhere.

Helpful staff but parking is tricky

Finding a parking space can be difficult. The facility is well-maintained and organised. The team members were courteous and supportive.

Refused urgent appointment, directed to pharmacy instead

My daughter experienced severe abdominal pain that subsided after half an hour, and this occurred on two occasions. She also developed a rash across her legs that was tender to touch. When I contacted the practice to request an appointment, I was directed to visit a pharmacy instead, which I found unhelpful. I felt the appointment booking process lacked responsiveness to what seemed like an urgent situation. I was disappointed with the service received, as I believe the practice could have better assessed whether the symptoms warranted a timely appointment. I have had more positive experiences elsewhere, where staff were able to distinguish between urgent and routine cases. Overall, I was unsatisfied with how my concerns were handled, and I found other services to be more responsive to my needs.

Reception team made booking straightforward and helpful

I have consistently enjoyed my visits to this medical practice. The front desk staff demonstrate professionalism and friendliness, and they make genuine efforts to assist patients. The reception area is comfortable with adequate seating, and the overall practice appears well-run and efficient. The clinical staff members are generally excellent — compassionate, responsive, and meticulous in their approach. There was one occasion when I felt less satisfied with a particular clinician, however requesting to see someone else was straightforward, and the team managed this request smoothly and without any complications. It's reassuring that the practice values patient wellbeing and respects individual preferences. I would gladly recommend this surgery to others in the locality.

Online prescription system too confusing for me

I recently attempted to use the new online prescription request system. Unfortunately, I was unable to navigate it successfully. I find this frustrating and it causes me considerable stress. As an older person, I struggle with online systems generally and find them quite challenging to use. I am grateful that the reception team are typically very supportive and accommodating when I need assistance.

Felt heard and at ease during appointment

This was my first appointment I attended independently at the clinic and it was such a reassuring and pleasant experience that I felt compelled to share my feedback. I believe I was seen by a member of the nursing staff who was kind and engaging, and even when addressing delicate matters I never felt the slightest bit uneasy. Thank you to the entire team!

Reception staff made the appointment process smooth

I've had such a positive and efficient experience with this surgery recently that I felt compelled to share a review as I don't think the low Google review score reflects the service I received. The clinician I saw was helpful, knowledgeable, understanding and proactive. The reception staff member was nothing short of amazing - honest, helpful, human, compassionate, friendly, welcoming – absolutely everything you'd want and expect from a customer service facing role in a busy surgery. The technology and communications updates were also very helpful.

Friendly reception and straightforward booking

A positive experience at this medical practice in the area.

Reception staff fitted emergency appointment quickly

Having recently relocated to the area, this practice is now our registered surgery. I needed to arrange an urgent appointment and the receptionist who assisted me was exceptionally supportive, managing to schedule me promptly despite the short notice. I completed my check-in via the digital system, though the receptionist also welcomed me in person. Throughout my visit, I observed her maintaining a courteous and warm demeanor with all patients, and she made efforts to accommodate those running behind schedule. The clinician I saw was excellent, providing a swift assessment and creating a comfortable environment for discussion. They thoroughly addressed my questions without making the appointment feel hurried, and provided straightforward guidance that covered all necessary points. Overall, I was very satisfied with the care and service I received.

Fast and helpful service from start to finish

The appointment went well, with the staff being quite supportive and the overall service being prompt and efficient.

Phone queue left me waiting far too long

Spent 45 minutes waiting on hold without securing an appointment. The experience with the reception team was stressful enough to feel like it required additional support just to get through the process. Wish there were more options available for booking appointments.

Reception made elderly patients feel like a burden

I have found this medical centre to be significantly below the standard I would expect after many decades of NHS care. The approach towards older patients appears dismissive, and interactions with some clinicians have felt arrogant and condescending, leaving me feeling undervalued. Available feedback from various sources suggests this practice faces performance concerns. I have been disappointed by the overall quality of service provided.

Automated phone system needs serious improvement

Attempting to contact the surgery has been quite challenging. The automated system presents numerous options that do not appear to address my needs. This has been frustrating.

Helpful and compassionate from the reception desk

I have nothing but the utmost respect for the entire team. They have consistently demonstrated helpfulness, understanding, and compassion throughout my interactions. The front desk staff have been particularly excellent.

Helpful reception staff made booking easy

Absolutely fantastic service today when I needed to make an appointment for my child. We received great service from the reception staff through to my child's appointment with the clinician. Thank you 😊

Phone lines constantly busy and unresponsive

This practice has significant issues with accessibility. The telephone lines are difficult to reach, and communication from the team is inadequate. The pharmacy service is also disappointing.