Aldergate Medical Practice

Reception blocked weighing scale without appointment

Attended the practice for a scheduled appointment with a clinical practitioner in the treatment room. While in the waiting area, I requested permission to use the weighing scales available in reception. The receptionist declined, stating that I did not have an appointment. I clarified that I had an appointment with a clinician and that weight monitoring had been recommended as part of my ongoing care. The receptionist maintained that an appointment specifically for the scales would be required. I found this response unhelpful and decided to raise the matter at my next visit. After taking a seat, the receptionist approached and offered to schedule a separate five-minute appointment dedicated to using the scales, either before or after my scheduled appointment, which I declined. With only a few people present in reception at the time, I was unable to access the patient weighing scales due to the requirement for a dedicated appointment slot. This experience reflected some of the common frustrations associated with reception staff interactions. However, I would note that other members of the team, including those working with prescriptions and the clinical staff in the treatment areas, were pleasant and professional.

Turned away during breathing difficulties without support

Extremely disappointing experience with the service provided. My husband attended the surgery this morning for an urgent appointment due to experiencing breathing difficulties. He was informed that no doctor was available at the practice and was advised that obtaining a repeat prescription for his medication would require a three-day wait. He was subsequently directed to contact the out-of-hours service or attend the emergency department instead. We found this response to be inadequate, seemingly indifferent to his needs, and potentially unsafe. Sending someone away whilst experiencing respiratory issues feels wholly inappropriate and we intend to pursue this matter further. The practice requires significant improvement. This experience has left us extremely dissatisfied.

Phone system messages feel cold and dismissive

This practice employs some genuinely capable individuals, yet the overall management approach appears to lack warmth and understanding. There is a sense that patients are viewed as burdensome rather than valued, which is evident in the impersonal tone of automated communications and the detached nature of written responses to patient enquiries. Obtaining an appointment presents significant difficulty, and the standard suggestion to ring back the following day does not resolve the issue, as securing an appointment on subsequent days proves equally challenging. The quality of the staff suggests this could develop into an excellent practice, but it would require leadership that demonstrates genuine care and human connection in how it operates. I experienced a situation where I needed urgent medical guidance due to medication complications affecting my health. With no available appointment slot, I submitted an online query to a clinician and received a response that felt dismissive and unhelpful: 'Unfortunately your request is not suitable for the online messaging service. This service should be used for queries that can be appropriately dealt with by online consultation'. It remains unclear what types of concerns are actually considered appropriate for this communication channel. I eventually received attention after visiting the practice in person to express my dissatisfaction with that initial response. However, many patients may not be aware this option exists or may lack the assertiveness required to take such action.

Impossible to reach by phone, even after multiple attempts

Disappointing service. Accessing appointments has become extremely difficult. Not recommended. We have been patients for 14 years, since relocating to the area, and previously experienced excellent care. Since 2020, however, obtaining an appointment has become increasingly challenging. There is concern about how many individuals may have been turned away to the extent that serious or significant health conditions have either gone undetected or been identified later than ideal. This morning, we attempted to call at the standard time of 0800. It required 15 attempts to enter the queue - relatively successful compared to previous occasions when over 100 attempts have been necessary. We were then advised that our call would be answered in "approximately 8 minutes". Over an hour and 22 minutes have now passed since we joined the queue, and I remain waiting for someone to respond. The telephone system has even ceased providing updates on expected wait times. I have rarely encountered a telephone system that appears so overwhelmed, and I understand the frustration. The clinical staff, once you manage to secure an appointment, are excellent. The difficulty lies entirely with the administrative and management systems, which appear inadequate for current demands. The practice should be reconsidered, and the funding - which comes from public resources - should be allocated to a service that demonstrates greater commitment to patient care.

Practice has declined over the past year

The clinical staff at this practice were excellent over the past year, and I previously rated them highly. However, I now feel the overall quality of care and service has significantly declined.

Long waits and impossible phone lines

This practice is extremely difficult to access. The telephone lines are constantly busy, making it nearly impossible to get through, and when appointments are eventually available, they can take weeks to obtain. The experience feels circular and frustrating. I would recommend seeking care elsewhere, as you may find better service with alternative providers.

Supportive phone appointment during difficult health journey

I had a telephone consultation today with a member of the medical team. Following major surgery last year, I underwent a course of follow-up treatment over several months. I cannot express enough gratitude for the exceptional support, guidance, and compassionate care provided during such a challenging period. The clinician took time to help me comprehend my health situation and prognosis. I am truly grateful for the dedication and understanding shown throughout this difficult journey.

Couldn't get an appointment when needed

Extremely disappointing experience. Getting through to book an appointment has been very difficult, with availability consistently unavailable. This has forced me to seek alternative care through emergency services and other healthcare pathways that were not ideally suited to my needs. I am considering switching to a different practice due to these ongoing access issues.

Impossible to book an appointment here

Poor service overall. Difficulty obtaining appointments when needed. Felt dismissed when trying to access care. Severe shortage of available appointment slots. Reception staff interactions were unpleasant and unhelpful.