Aldergate Medical Practice

Reception staff helped sort prescription mix-up

I would like to express my gratitude to the reception staff member and the pharmacy team member who assisted me today. Both were exceptionally friendly and made considerable efforts to provide support when my prescription encountered an issue due to my own mistake. Their helpfulness and compassionate approach were much appreciated.

Practice lost my military medical records

Registered at this practice after transitioning from military service and provided documentation from that period. Subsequently, when reapplying for military-related matters, access to those records was required, but the practice appears to have misplaced them.

Online booking system left me frustrated

I have found the appointment booking process at this practice to be extremely frustrating and time-consuming. As I rarely require medical attention, I am generally in good health. However, when I did need assistance, I encountered significant difficulties with the system in place. The practice requires appointments to be booked online, which was unfamiliar to me. I spent three days attempting to secure an appointment through this method without success. When I visited the practice in person to request help, I was directed back to the online booking system. It has now been two months since I was told a doctor would contact me, and I have yet to receive a response. I am concerned that this appointment system may be particularly challenging for elderly or vulnerable patients who may struggle to navigate the online process and could be significantly disadvantaged by the current arrangements. I believe the practice management should be aware of these issues and would welcome the opportunity to discuss my experience in more detail if needed.

Phone booking not available for routine reviews

I wanted to schedule a routine respiratory health review but was informed I could only proceed by completing an online form or visiting in person to complete a paper form. I was unable to book an appointment through a telephone call. Having lived in the area for nearly four years, I found the reception staff to be dismissive and unwilling to assist those with additional needs. This experience differs significantly from what I have encountered at other medical practices, which has prompted me to explore alternative ways to manage my health concerns. The overall approach felt impersonal and transactional rather than genuinely supportive of patient wellbeing.

Struggled to get urgent appointment for child's pain relief

Despite receiving guidance from both the hospital and the NHS helpline to reach out to the practice for pain management support for my young teenager who has an allergy to a common painkiller, I found myself struggling to secure an appointment. More than five hours passed from my initial contact before being advised to contact the out-of-hours service, despite the practice still being operational at that time. I felt it was unacceptable to leave a child waiting such an extended period without access to appropriate pain relief.

Booking system makes getting appointments difficult

The appointment booking process is frustrating. I attempted to contact the practice multiple times as I urgently required a prescription refill for respiratory medication. Unfortunately, same-day consultation slots are not available, and advance bookings are not offered through the telephone system. I was directed to use the online booking platform instead, yet even after doing so, there was a three-day wait before receiving confirmation of when a callback would occur. I found this experience disappointing and felt the service fell short of expectations.

Practice quality declining over time

I was unable to rate this practice lower than one star, as I felt the service continued to decline.

Felt at ease with the nursing staff

Exceptional standard of patient care provided throughout my visits. Highly recommended practice. 10/10 The clinical and nursing staff members are all remarkably kind and attentive, making this an outstanding medical facility. During my most recent appointment, the nursing staff member was exceptionally welcoming and helped me feel comfortable and at ease. The doctors I consulted with on previous visits were also absolutely excellent and provided outstanding care.

Receptionist helped arrange same day appointment quickly

Having been attending this practice throughout my adult life, I find some of the feedback quite surprising. My recent visits have been predominantly positive, from the reception team who recognised that I required urgent attention and arranged a prompt appointment, to the specialist nurse who was meticulous in developing a suitable management plan for my respiratory condition. When I contacted the practice last week, I was again offered a same-day appointment with an experienced practitioner. They examined me carefully and took time to discuss my health concerns with me. I felt genuinely heard and was treated with courtesy and professionalism. I'm grateful to the entire team for what I consider to be a high-quality service.

Phone staff unhelpful about online booking options

The phone support I received was disappointing as I was directed to access services online. I don't have a computer and am not comfortable using internet services on my mobile device. Growing up, digital technology wasn't part of my education, and I find it frustrating that older people like myself aren't always given alternative options.

Online booking makes appointments straightforward here

I have been attending this practice for more than three decades. While securing appointments can occasionally present challenges, I have found that submitting requests through the online system during business hours has consistently worked well for me. Both my telephone and face-to-face consultations have left me feeling heard and valued, with the team demonstrating genuine care. When I require urgent same-day care, I am able to visit the practice and wait for opening, and I am virtually assured of being seen. The reality that there are sometimes delays reflects the fact that patients remain committed and satisfied with the standard of care provided, which is why I believe the current Google rating of 1.5 stars does not fairly represent the actual quality of this practice.

Welcoming reception staff made me feel valued

I attended my first appointment today and had a thoroughly enjoyable experience. The reception team were exceptionally helpful and made me feel very welcome from the moment I arrived. The healthcare professional I consulted with was genuinely kind and demonstrated exceptional care throughout the visit. I'm very grateful for the service I received.

Couldn't get an appointment despite availability claims

I've had a frustrating experience trying to arrange an appointment at this practice. On two separate occasions, I was told that slots were available, but I was directed to call 111 or to ring back at 8am instead. Unfortunately, when I attempted to book, appointments didn't seem to materialise. The whole process felt quite disappointing and inefficient.

Online form submission process completely ignored

The online appointment request form requires completion, but submissions appear to go unaddressed, making the entire booking process feel futile and ineffective.

Getting through the morning phone queue works well

After considering the reviews for this practice and recognising the pressures that general practices face, I remain convinced that this is an outstanding practice. Calling at opening time and attempting to secure an appointment is invariably challenging, but when an appointment is obtained (which I have consistently managed to do by calling at opening time), the clinical staff are generally excellent and genuinely endeavour to address the medical concern. I attended recently with significant pain in my hip, following recent visits to accident and emergency, an out-of-hours service, and a minor injuries clinic, and the clinician and accompanying trainees demonstrated considerable kindness, attentiveness and meticulous attention to detail in their approach, ensuring that the standard of care provided would be beneficial, and arranging an urgent imaging referral. I also appreciate the option to submit a query to a clinician and receive a response within three working days if concerns arise but an immediate appointment is not required. I encourage you to maintain your current approach. I have consistently received satisfactory care at this practice, and the experience has been notably superior to that received elsewhere.

Couldn't book follow-up appointment when needed

This practice has declined significantly. I had a scan and was instructed to schedule a follow-up appointment within a fortnight, but I've been unable to secure one. The service used to be reliable, but I can no longer recommend it in good conscience. I'm planning to register elsewhere.

Couldn't book an appointment despite weeks of trying

I have been attempting to secure an appointment with my regular healthcare provider for approximately four weeks without success. My designated clinician has been unavailable due to leave, with a booking link provided that was set to expire in early November, yet the clinician remained away beyond this date. Throughout my numerous efforts to reach my doctor via telephone or attend the surgery in person, I was informed that my clinician was occupied with other commitments deemed more urgent than my needs, and that in-person appointments could not be arranged. I questioned the appropriateness of reception staff making determinations about the nature of patients' health concerns. As a long-standing patient at this practice since its opening, I have found the current standard of patient care to be significantly disappointing. The level of service has left me and fellow patients increasingly frustrated due to the apparent shortage of availability. My satisfaction with the practice is extremely low, and I would rate my experience at the lowest possible level.

Online booking system leaves no available slots

The online appointment booking system is extremely difficult to use. Over several weekdays, I attempted to book an appointment right when the system opened in the morning, but no available slots were displayed at any point. The system repeatedly indicated that no appointments could be reserved online. This is particularly frustrating given my work commitments make it challenging to visit the practice in person to book directly. Additionally, as someone who is deaf, I am unable to use telephone booking as an alternative. The service was previously much more accessible before recent changes were implemented.

Reception blocked access despite multiple referrals

I made multiple attempts to arrange an appointment with a general practitioner, but these requests were repeatedly refused despite several referrals coming through NHS 111. My pharmacist also indicated that a medical consultation was necessary. The receptionist appeared dismissive and claimed not to have received the referral from 111, despite their efforts to assist me. Eventually, a helpful and supportive member of staff managed to secure me an appointment at the local hospital instead. I felt significantly let down by my regular practice and have lost confidence in their ability to support me when needed in future. In a more recent incident in July, I experienced sudden knee pain and contacted the surgery for guidance. I was directed to an urgent care centre, but upon arrival, I was seen by a nurse rather than a doctor. The nurse seemed puzzled by my referral and, after examining me, was unable to identify the underlying cause. I was subsequently referred to physiotherapy with an expected waiting period of over two weeks. During this time, I remain in discomfort and uncertain about the appropriate steps to manage my condition.

Care navigators made it hard to reach doctors

The administrative staff members are difficult to reach. I'm uncertain whether there are any clinical practitioners available at the practice anymore. I was recently discharged from hospital and instructed to arrange an appointment with my general practice, but was also told to return to the hospital if I had concerns. I feel the administrative team may be overstepping their role, and I'm unsure who to contact for proper guidance. The overall standard of care at the practice appears to have declined significantly.