Aldergate Medical Practice

Online booking system makes appointments impossible

Disappointing experience overall. The appointment system appears to be primarily online-based, and securing a slot proves extremely difficult. There's no option to book in person or by telephone, which feels frustrating. I had blood work completed, but there was no proactive arrangement for a follow-up discussion about the results. When I attempted to organise a follow-up call myself, I encountered significant difficulties in scheduling one. The call never materialised. Additionally, the review submission function on the website didn't work properly. It's disheartening to feel that the service quality doesn't reflect the investment through taxation.

Reception staff made it impossible to book appointments

Disappointing experience overall. While the clinical staff are excellent, accessing appointments has become increasingly difficult. The reception team can come across as unhelpful and lacking in understanding, and the shift to online booking systems has made things more challenging. This practice was previously much more welcoming and responsive. It now feels like there's a barrier to getting through to see someone, with reception staff appearing to have too much control over who gets to be seen by a clinician.

Helpful staff managing difficult situations well

The practice staff face considerable demands and have provided valuable support during a challenging family situation involving international medical coordination and end-of-life care arrangements. While there have been occasional administrative issues with prescriptions that have caused discomfort, these matters are typically resolved. It's recognised that healthcare professionals manage difficult circumstances regularly and, like everyone, may sometimes experience setbacks. Their efforts are appreciated despite the pressures they work under.

Appointment booking has become increasingly difficult

I have been a patient at this practice for many years. In the past, the service was acceptable, though nothing exceptional. However, the quality has declined significantly. There appears to be a sense of detachment from management, making patients feel undervalued. Securing an appointment has become extremely difficult, and communicating with reception staff feels like an uphill struggle. I am seriously considering switching to a different practice, as my experience here has become increasingly unsatisfactory.

Form submission left me waiting weeks

I submitted a form to address a personal healthcare matter, and the documentation indicated that someone would contact me within three days. However, I have yet to receive a response to my request, which was submitted several weeks ago. I am becoming increasingly frustrated and anxious while waiting for assistance. I have concerns about whether this current process is functioning effectively.

Online booking system needs improvement for disabled patients

The practice has some excellent clinicians. However, the clinical support staff could be improved. As someone with both mental and physical disabilities, I found the new online appointment booking system to be quite difficult to use.

Dismissed my concerns and sent me home untreated

Terrible experience. I was experiencing severe neck pain and had to see a healthcare professional who suggested it was viral. I expressed my doubts about this assessment, but was sent home without any treatment. A couple of hours later, I was in considerable distress from the pain. I called back asking for help and was directed to contact 111. I spent a lengthy time at the hospital only to be informed I would need to wait at least 7 hours to be seen by a doctor. However, a staff member there suggested it wasn't viral but rather something neurological in nature. They advised me to return home and contact my regular practice first thing in the morning. I got through just after 8am. The receptionist noted I had attended the previous day. I confirmed the symptoms had worsened and explained that the hospital had advised me to seek an appointment that day. I was told there were no available slots. I felt this response was unhelpful. I'm frustrated that the system appears to be directing patients to hospital via 111 rather than making appointments available at local practices. I have concerns about how the healthcare system is currently functioning.

Easy to cancel but hard to book

It's quite straightforward to cancel an appointment, but I'm finding it difficult to figure out how to book one in the first place.

Confusing booking process and long waits

Inefficient appointment scheduling process. I experienced significant delays when attempting to arrange a doctor consultation. However, the practice did offer an alternative by having a nurse assess my situation first, after which I was asked to schedule a separate appointment with the doctor. This approach seemed unusual to me.

Difficult to book appointments and discuss concerns

This practice has experienced a noticeable decline in service quality. Previously, I was able to address multiple concerns during appointments without time constraints, but now there seems to be a limit on the number of issues that can be discussed, with the clinician indicating they lack sufficient time and requesting follow-up appointments. The appointment booking system has become inconvenient, requiring use of an online form rather than direct contact, and it no longer allows me to request a specific clinician. This has been quite frustrating and disappointing, as the experience differs significantly from how things were managed in the past.

Couldn't get through on the phone line

This experience was deeply disappointing and I intend to escalate my concerns through official channels.

Phone queue takes forever to get through

The appointment booking process takes considerable time to complete. On occasions when I've called in without advance notice while nearby, the reception area appeared unoccupied, yet I was unable to secure an appointment and experienced lengthy waits to reach someone by phone. When I experienced a significant ear-related issue, I was offered a remote consultation, which seemed unsuitable given the nature of the problem. The service quality appears to have declined noticeably in recent times.

Reception gatekeeping made accessing care difficult

The practice no longer offers routine appointments; instead, only cases deemed urgent by reception staff are scheduled, despite them not having medical training. Patients must now complete an online form detailing their health concerns, which is reviewed within three working days. A text message response was received that did not address the specific health issue, resulting in wasted time, and an appointment request was declined as the concern was not considered urgent enough, despite involving kidney-related symptoms in someone with a single kidney.

Phone announcement didn't warn of training closure

The phone message indicated that routine appointment calls should be made after 1pm, so I decided to visit the surgery in person after leaving work early rather than wait on the phone. However, the surgery was closed for training purposes. I later learned that another person who called after 1pm as instructed received an automated message confirming the closure for training. It seems that while the practice has the capability to display a "closed for training" announcement, it would be more helpful if they could use this same facility to provide advance notice of when the practice will be unavailable, rather than only informing patients once they attempt to make contact.

Staff made the vaccination process straightforward

Just returned home after receiving both flu and covid vaccinations this morning. The team provided excellent care and support throughout the visit. Many thanks to all involved.

Staff rudeness made me feel unwelcome

The service provided fell significantly short of expectations across all areas. While there is much that could be said regarding the unhelpful demeanor of staff members, the unsatisfactory approach to patient care, and the overall absence of attentiveness, I find myself too disheartened to elaborate further. The standard of care and consideration for patients appears to have deteriorated markedly over time.

Quick appointment slot filled same day

I rang this afternoon and was pleasantly surprised to learn that a same-day appointment slot had become available shortly after. I was able to attend. The service was excellent. The clinician I saw was genuinely kind, attentive to my concerns, and provided clear information throughout the consultation. I'm very grateful for this experience.

Called and hung up during telephone appointment

0 stars if it allowed me! Had a telephone appointment which I had to wait 2 weeks to get booked in. I had to wait between 2:30pm & 4:30pm and having a text confirming this… I was called at 17:07 for me to answer and then the call was disconnected and my call back was not answered! I had to ring reception in which the staff member wasn't apologetic and just said I need to call back… which again I'll probably have to wait again! Absolutely disgusting for the fact the clinician didn't even try and was clearly running over and appeared unwilling to follow through with patients like myself who needed to speak to a healthcare professional. In result of this experience I will have to go to 111 and potentially waste hospital time after a healthcare appointment couldn't be completed properly and seemed prioritised around finishing on time. What an embarrassment on the NHS!

Receptionist cut me short when calling for help

When calling on behalf of an older neighbour to describe concerning symptoms, the conversation was interrupted quite suddenly by reception staff who posed a diagnostic question in response. This felt frustrating given that seeking professional guidance was the purpose of the call. The majority of the team generally demonstrates politeness and helpfulness on most occasions.

Reception staff polite but phone support unhelpful

My 1 star is for the exceptionally courteous staff member who received my sample a few days ago, who was genuinely welcoming and approachable. However… attempting to get clarification about my antibiotic prescription felt like an unreasonable request. I'm at an advanced stage of pregnancy and simply wanted to understand the reasoning behind my medication, but the person I spoke with on the phone was unhelpful and dismissive. I would recommend they consider additional training in patient communication and support.