Teams Medical Practice

Online booking system excludes elderly patients

How are people in their 80s supposed to manage making appointments when everything is conducted online? It's challenging enough at my age being required to use the online consultation system. But asking my elderly mother, who only has a landline and no internet access unless I help her navigate it, to do the same seems unreasonable. The appointment system really needs a significant redesign to better accommodate those without digital access.

Econsult callback system left me unable to reach doctor

The shift to the online consultation system has been disappointing. I recognise that the clinical team have heavy workloads, but the current callback arrangement is impractical for me. Waiting by the phone for up to 48 hours without knowing when contact will come is difficult to manage, and despite keeping my phone accessible and on loud, I missed the callback yesterday as I was already engaged in another necessary call. The consultation was then closed with an automated message that doesn't allow for replies. When I contacted reception shortly after to request further discussion with the clinician, I was simply informed that the message had been sent. Although I explained I had already received it and needed additional guidance, I was told a note would be passed on for a potential callback, which unfortunately never materialised. Beyond the consultation system itself, I feel the practice takes a reactive rather than proactive approach to ongoing health concerns. I have experienced recurring issues and have been prescribed the same treatment repeatedly, which has had unintended consequences for my overall wellbeing and emotional health. Despite my compliance with clinical advice, there appears to be a lack of coordination between team members, resulting in me having to undergo duplicate tests and procedures. The communication between staff members and with patients seems inadequate, and this falls short of the standard of care I would expect.

Impossible to reach by phone for appointments

It is extremely difficult to obtain an appointment by telephone, which is frustrating. The process for requesting medications is also problematic, as you cannot speak directly to a healthcare provider about prescriptions. Instead, you must wait for contact from the pharmacy rather than initiating the conversation with a doctor. This practice has become increasingly challenging to navigate when trying to access the care and support you need.

Couldn't get through on the phone

I would not recommend this practice. This surgery has been the most disappointing healthcare experience I have encountered.

Booking an appointment was really difficult

It is quite challenging to secure an appointment at this practice.

Couldn't get an appointment for over a year

I was prescribed medication for my physical symptoms along with an antidepressant, which I felt was an inappropriate approach. I have serious concerns about the quality of care at this practice as I believe it has been more harmful than helpful. I have been attempting to book an appointment for over a year now, ringing regularly without success, which has been extremely frustrating.

Long-standing patient told to change doctors

I contacted the practice regarding a repeat prescription and was informed it could not be processed at that time. I was advised to switch to a different healthcare provider. Having been a patient there since birth, I found this response rather dismissive.

Struggling to book appointments these days

This practice used to provide excellent care, but I'm now finding it very difficult to secure appointment slots. I'm quite disappointed with the current situation.

Reception staff were helpful but communication needs work

The clinician demonstrated an insensitive communication style that I found concerning, and I believe their interpersonal approach with patients requires significant improvement. However, two other members of the practice staff were excellent and provided a much more positive experience.

Phone lines open late, appointments hard to get

I relocated to a different practice, though my family members continue attending here. It's worth noting that calling just after the opening time seems to work better, as the phone lines appear to have a slight delay in becoming available. If you call too early, you may experience disconnection and find yourself significantly further back in the queue when you try again. The team members are genuinely excellent, however the way appointments are managed leaves much to be desired.

Friendly staff made me feel welcome

Excellent healthcare team across all roles!

Receptionists made the difference here

I've read quite a few negative reviews about this surgery, and I've encountered some disappointing experiences myself. However, I felt it was important to highlight that the reception team here are genuinely among the most attentive and compassionate I've encountered at any GP practice. The staff member who assisted me was exceptional, showing real patience and making a genuine effort to help me find suitable appointment options. Overall, it's a solid practice.

Phone queue frustration wasted my time

I recently spent a considerable amount of time on hold only to be informed that I would need to ring back later as the lines were particularly busy. I found it frustrating that despite having already waited, I was asked to try again at a different time, and I questioned why my call seemed to be deprioritised compared to others trying to get through.

Appointment booking system leaves you stuck in circles

It is very difficult to secure an appointment at this practice. Their booking system does not appear to function effectively. I called on consecutive days after receiving a message requesting me to ring and arrange a consultation. I phoned at the earliest opportunity each morning, but after waiting on hold for an extended period, I was informed both times that all slots were unavailable and instructed to try again the next day. This created a frustrating cycle. When a clinician has requested that a patient be seen, there should be provision to book appointments for upcoming days rather than being asked to repeatedly call back.

Phone booking staff was dismissive and rude

Called to book an appointment today and a young staff member answered. I was able to secure an appointment, however I found their manner quite off-putting. I enquired whether a particular clinician I had recently seen was available, and was told they were not. The response felt dismissive, and the call ended abruptly. Overall, I felt the interaction was rather discourteous. 😡

Impossible to book appointments through phone queues

It is extremely difficult to obtain an appointment at this practice. My partner called at the designated time and was positioned 28th in the queue, yet by the time the call was answered, there were no available slots remaining. She subsequently submitted an online consultation, and received a prompt response indicating that an in-person visit was necessary. When she attempted to book this appointment, staff advised calling back at an earlier time. This process feels futile. I had expected healthcare providers to prioritise patient access, but despite having a clinical recommendation for a face-to-face consultation, securing an appointment proved impossible. The experience was deeply disappointing.

Caring team who really listened to me

Excellent and compassionate healthcare team at this practice. Among the finest I have experienced.

Staff rudeness made appointments difficult

My experiences at this practice during and following the pandemic period have been quite negative. I found the staff to be discourteous and felt that the clinical care provided lacked the attentiveness I would have expected.

Receptionist unhelpful when booking appointments

Extremely frustrating experience. I have been attempting to contact the practice for an extended period to arrange an appointment but have been informed that immediate slots are unavailable. When I inquired about booking ahead, I was advised this was not possible. It appears some patients are struggling to access their prescriptions due to difficulties obtaining doctor consultations. The reception staff member I spoke with was unhelpful and displayed a dismissive attitude.

Felt genuinely listened to and cared for

This practice stands out as one of the finest in the region and potentially beyond. Having been a patient for over two decades, I have consistently received excellent care from the clinical and administrative team. They demonstrate a genuine commitment to prioritising patient wellbeing, even during challenging circumstances. I am grateful for the dedicated service provided.