Aldergate Medical Practice

Poor service

Receptionist said sho was only there for same day appointments so told me to go online where my problem would be reviewed in approx 2 weeks to decide when I would be allowed to see a clinician!!!!!! At that point I was losing the will to live.

Helpful reception staff made booking easy

Outstanding and most supportive

Reception staff made us feel welcome

I can honestly say this practice has been fantastic for myself and my family. The clinical staff are amazing and always try their best, demonstrating honesty and reliability. The reception team are also friendly, and the prescription team go the extra mile to help. Overall, it is a really great surgery and would be highly recommended.

Receptionist helped ease my stress

The receptionist provided excellent assistance by helping me complete the necessary paperwork, which made the process far less stressful. I was very grateful for their support and kindness.

Friendly practice with a clean, welcoming environment

A welcoming and hygienic medical practice that comes highly recommended.

Felt genuinely listened to during appointments

The leadership team at the practice demonstrates exceptional quality. Their capabilities are truly impressive. The practice manages a substantial patient population, which undoubtedly presents significant organisational challenges. As a member of the patient participation group, I have observed that our feedback is genuinely valued and frequently implemented. The current practice manager appears to be a considerable strength for the clinical team, administrative staff, and patients alike. My husband recently had a telephone consultation scheduled with a clinician. While we generally favour in-person appointments, the consultation was handled very well. The clinician was unhurried, listened attentively, and sought clarification where appropriate. We felt confident in the care being provided and sensed genuine concern for our wellbeing. I required an in-person examination and had requested to see a female clinician, though this could not be accommodated. I was initially disappointed by this outcome, particularly as I had hoped to see a more experienced female clinician. The clinician who saw me was considerate and listened carefully to my concerns. He conducted what I found to be an embarrassing examination in a manner that was far more comfortable than anticipated. I suspect that my preference for same-sex clinicians during intimate examinations is shared by others, and this remains something I feel strongly about.

Thorough asthma review with confident guidance

Respiratory Condition Review. I initially had some uncertainty about seeing a younger clinician, however they had thoroughly reviewed my medical history and demonstrated knowledge of my background, including relevant past events. I found their approach to be comprehensive and felt reassured by their expertise. I have since adopted the revised approach to managing my medication, which has proven to be entirely satisfactory.

Appointment took months, concerns were dismissed

I had a very frustrating experience at this practice in the local area. After waiting several months to secure an appointment, I was finally seen following a referral that indicated I required urgent assessment and specialist review. However, I felt my concerns about significant symptoms were not adequately addressed. Instead of investigating further, the focus was solely on changing my contraception. Over the following eight months, my symptoms persisted without any diagnostic testing being offered, and I felt my repeated concerns were dismissed. Despite my requests for further investigation and support, no additional action was taken. I was disappointed by what felt like a lack of willingness to help resolve my health concerns. I experienced multiple issues during my time with this practice and would not recommend it to others.

Long wait but felt genuinely listened to

I did have to wait about a week for a routine appointment. In hindsight, I perhaps should have sought care at the hospital instead. However, the healthcare professional I saw today was wonderfully kind, caring and very understanding. I would certainly be happy to see them again. Thank you. Some practitioners who have moved on from the practice appear to have made the right choice, as they seemed to lack compassion in their approach.

Long-term patient values phone appointments less

I have been attending this surgery for nearly five decades, and on the whole my experience has been very positive. I recently had two appointments with a clinician who I believe is an excellent GP—someone I have confidence in and feel at ease discussing matters with and receiving guidance from. They demonstrated considerable helpfulness and patience in addressing my concerns. My sole reservation is that I would have appreciated the opportunity for in-person consultations, as both appointments took place remotely by telephone.

Online booking system needs better reception support

Every consultation is required to be conducted through digital platforms. The reception team would benefit from additional training in customer service skills and professional courtesy. The nursing staff and clinical team members are outstanding, and on the infrequent occasions when you are able to see a clinician, the majority demonstrate a very high standard of care.

Stitches weren't properly removed after surgery

The claim of being a safe practice does not align with my experience. Following a surgical procedure on my arm, I attended an appointment ten days later for stitch removal. However, not all stitches were removed during this visit. Despite contacting the practice during business hours, I was directed to attend an alternative walk-in centre. Upon review, I have since discovered that additional stitches remain in place, and my arm is displaying signs of infection. I have subsequently needed to seek care at an out-of-hours facility. When I contacted the practice again, I was informed they were unable to accommodate an appointment. I highlighted that the practice had performed the initial treatment and that the incomplete removal may have contributed to the current situation. Even the out-of-hours service acknowledged that the practice should have been able to see me. I intend to lodge a formal complaint regarding this matter.

Receptionist and doctors treated us with respect

An excellent medical practice with outstanding care and compassion provided to my family member. I have consistently had positive interactions with both the reception team and clinical staff. Treating everyone with respect and courtesy makes all the difference.

Waiting lists and delays for basic appointment requests

I attempted to arrange an appointment for my child nearly a week prior. The only response I received was a text message directing me to join a waiting list, which would subsequently provide access to book a telephone consultation at an unspecified time. Additionally, my child was scheduled for a follow-up appointment following some test results, but I was never informed of this. I only discovered it myself when requesting copies of medical records for my own reference after the appointment had already passed. This surgery consistently requires extended periods to deliver routine care services. I have experienced ongoing difficulties throughout my time as a patient here spanning several decades. For those considering registering with this practice, I would suggest exploring alternative options. I am now seriously contemplating making a change myself.

Reception staff dismissive about patient concerns

Quite unsatisfactory. The approach encountered was unhelpful and dismissive. Given that this is a medical practice where patient care should be paramount, there is considerable room for improvement in meeting fundamental service standards.

Impossible to book appointments without calling at eight

I found this surgery to be deeply frustrating. Securing an appointment is extremely difficult, and there appears to be no practical way for employed individuals to make bookings. Since I start work early in the morning, I cannot spend time waiting on hold to arrange an appointment. The online booking system is inadequate—when you submit a health concern, the response is typically to call during opening hours or to seek alternative services, with a note that the system is only for routine matters. This messaging is confusing and unhelpful. If I cannot report a basic health issue through the online system and receive an appointment, I question its usefulness. Additionally, I experienced a significant diagnostic oversight spanning several years. I reported a particular health concern repeatedly during my visits, yet received either no response or incorrect assessments. It was only when the hospital eventually investigated that the correct diagnosis was made, and I could finally begin appropriate treatment. I had been living with a serious condition that substantially affects my daily life, yet received minimal support until I persistently advocated for a specialist referral. Despite mentioning my suspected condition at each appointment, the approach seemed focused on rushing consultations and offering superficial solutions like routine blood tests. The practice's systems are inadequate. The appointment booking process fails to accommodate working people who cannot call at opening time, and the online system frequently receives dismissive gatekeeping responses from reception staff. One positive aspect of my experience was encountering a particular clinician who demonstrated genuine professionalism, attentiveness, and kindness. They took time to listen and engage meaningfully, which I greatly appreciated.

Reception staff unhelpful with appointment booking

Attended the practice today to arrange a routine appointment. The receptionist offered a telephone consultation, which was not my preference. When I attempted to discuss my preference for an in-person visit, the interaction became tense and the receptionist withdrew from the conversation. I felt the exchange could have been handled more collaboratively. On a positive note, I was able to secure a face-to-face appointment by contacting the appointment line from home and subsequently cancelled the telephone slot. The experience highlighted inconsistency in staff helpfulness, though I found the clinical staff to be professional and supportive throughout.

Phone reception could be more compassionate

The main concern I have with this GP surgery is the reception staff member who handles phone calls. Their manner is quite curt and dismissive when answering the telephone. I feel this role would be better suited to someone with a more patient-focused approach and greater empathy towards those seeking appointments.

Booking appointments has become increasingly difficult

We have been attending this medical practice since it was established and have observed a gradual deterioration in the standard of care provided and the ease of securing appointment slots. Although we met with the management team who acknowledged that our concerns were valid and warranted, there has been no meaningful improvement in these areas. It is disappointing to witness what was once a well-regarded practice decline to its present state.

Understanding and helpful throughout my visits

I have consistently had positive experiences with the medical professionals at this practice, regardless of the nature of my visits. They demonstrate genuine understanding and provide valuable assistance throughout my care. I am grateful for their support and appreciate the dedication shown by all members of the team.