The Alice Medical Centre

Reception staff refused reasonable appointment request

The receptionist was unhelpful and dismissive when I needed to reschedule my appointment. I was given very short notice for an appointment slot and when I requested to move it to the following day, my request was declined. I found this frustrating as I've successfully arranged next-day appointments at this practice previously, so the refusal seemed inconsistent. It felt like I was being forced to choose between attending an appointment with minimal preparation time or not receiving care at all.

Rushed appointment with little time for questions

I attended an appointment and experienced a delay of approximately 20 minutes before being seen. The consultation was quite brief, lasting only a few minutes. Early in the appointment, I was advised to take a particular medication, despite having presented with a similar concern recently. Rather than exploring underlying factors or preventative measures, the approach seemed focused on symptomatic relief without addressing the root issue or preventing recurrence. When I attempted to raise a question towards the end of the appointment, I felt the clinician was dismissive of my concerns and indicated they did not have time to discuss it further, which was frustrating given the earlier waiting time. This has not been an isolated experience at this practice. I have found the clinical approach to be somewhat superficial overall. While reception services have shown some improvement, I have decided to seek care elsewhere and would recommend considering alternative practices.

Receptionist made me feel genuinely welcome

I attended my initial appointment at the practice as a newly registered patient today. The reception staff made me feel welcome, and the healthcare professional who performed my check-up was both efficient and friendly. I raised a concern regarding my breathing, which was documented in my records, and following a brief wait, I was seen by a clinician who carried out lung function testing. It was determined that imaging would be beneficial, and I have been scheduled for a hospital appointment tomorrow. I was very satisfied with the standard of care I received.

Finally got an appointment without the wait

Switched from my previous practice where I struggled to secure appointments. When I requested an appointment here for the first time, I was able to get one promptly. The clinician I saw was excellent—they listened carefully to my concerns and made me feel reassured. Really pleased with the experience.

Reception staff need better confidentiality training

Most of the reception team lack warmth, though one staff member stands out as pleasant. There appear to be significant concerns regarding how confidential patient information is handled, with personal details being discussed openly in the waiting area in a manner that raises questions about GDPR compliance. The appointment system is problematic—when requesting a consultation, I was redirected to physiotherapy services. Upon mentioning that I would require a prescription, I was told this could be arranged by reception staff, which seems inappropriate given standard clinical protocols. I remain without the medication I need. The overall standard of care and administration at this practice falls short of what would be expected, and an inspection by the relevant regulatory body would be welcome.

Long wait and delayed prescription processing

I had to wait over an hour past my scheduled appointment time on a weekday. There were technical difficulties with the prescription printing system, and I was informed I could collect my medication the following day. Several days have now passed and my prescription still has not been processed and made available for collection.

Helpful staff made booking process straightforward

The team were extremely helpful and readily assisted me with information regarding appointments and administrative matters. I also appreciated the support offered when I needed guidance on what my healthcare provider had suggested. Thank you very much - I was very satisfied with the service and the considerate approach shown throughout.

Friendly reception made the visit pleasant

Excellent practice 👏 👌 🙌

Felt listened to and given time

I appreciate the considerate approach shown during my visit.

Reception staff could improve their tone

I was seen by a nursing professional for my vaccination, and she was exceptionally kind and thorough in her explanations, which helped me feel at ease throughout the appointment. However, the reception team could improve their approach. On each visit to the practice, I have noticed a somewhat unwelcoming demeanor. A particular interaction stood out when I asked about vaccine eligibility and was told in a rather blunt manner that I would need to meet certain criteria rather than simply requesting it. I felt this could have been communicated more helpfully, such as by offering to check my eligibility. Given that my circumstances were apparent, I would have appreciated a more considerate tone in how the information was conveyed.

Unsigned letter wasted my money

A frustrating experience. I paid a fee for a letter that fell short of expectations. The document lacked proper signatures from the relevant parties, which rendered it unusable for my purposes. Additionally, the content did not adequately address what I had requested. I felt the service did not meet even basic standards of what I was paying for.

Couldn't get through on the phone

Absolutely poor service

Pharmacy staff overstepped and unhelpful appointment process

I would advise caution when considering this surgery. There appear to be concerns regarding the pharmacy staff's approach to patient care and their professional boundaries. Additionally, obtaining telephone consultations with medical professionals seems difficult, and there may be challenges in addressing complaints or errors through their standard procedures.

Appointment request led nowhere useful

I was disappointed with how the practice operates now. I submitted an appointment request for my son to be seen by a GP, but was redirected to the pharmacy instead. If I had wanted to consult with a pharmacist initially, I would have gone directly there rather than going through the trouble of completing the request form.

Complaint blocked over serious care concerns

I attempted to lodge a complaint through the practice's feedback system, but received a response indicating that the nature of my complaint was considered too serious for standard publication, and therefore it would not be processed through their usual moderation channels. Dissatisfaction with care received during pregnancy. I wish to express my significant dissatisfaction with the care I received at the medical centre. Over an eight-week period, I consulted with multiple healthcare professionals who did not appropriately identify and manage my urinary tract condition. Despite repeatedly describing symptoms consistent with a urinary tract infection, I was instead prescribed medication for a different condition. Consequently, my symptoms persisted and worsened, leading to a third course of antibiotics prescribed by the hospital, as my condition had remained unaddressed and was later confirmed through testing. I am particularly concerned given my existing blood disorder requiring specialist monitoring. My hospital specialist expressed concern upon discovering that my condition had not been treated, following receipt of my test results. The medical centre did not contact me despite my laboratory results showing significantly elevated white blood cell markers (156 against a normal range of 0-44). When I requested follow-up contact, the explanation offered for these elevated results was related to the alternative diagnosis, provided five weeks after my initial presentation with urinary symptoms. The absence of communication and proactive follow-up from the medical centre has been troubling. No contact was made unless results were deemed to require urgent intervention. Following my second course of antibiotics, it was the hospital's maternity team, rather than my GP, who arranged further testing and has maintained regular contact regarding my condition. They subsequently prescribed a third course of antibiotics due to the infection remaining unresolved for an extended period. As a result of the care I received at the medical centre, I am likely to require ongoing medication throughout my pregnancy, which may impact my existing health condition and influence decisions regarding my delivery. This experience has caused me considerable worry and concern for my wellbeing.

Appointment booking struggles with new reception staff

The process for booking appointments could be improved, and recent changes to the reception team have not helped matters. However, the clinical staff continue to provide excellent care.

Friendly staff made all the difference

Excellent receptionists, excellent nursing staff and excellent doctors. Nothing to complain about, especially compared to our previous practice which was quite poor.

Reception staff helpful even when busy

I have been a patient at this surgery for over two decades and have consistently had positive experiences throughout my time here. The clinical staff and nursing team are wonderful and approachable. My main healthcare provider has been exceptionally thorough, compassionate and empathetic over the years. The reception team are always willing to assist, even during busy periods. I have made the effort to travel some distance to continue receiving care at this practice.

Phone queue turned me away immediately

This facility does not function like a typical medical center. When attempting to schedule an appointment by phone, callers are informed that no appointments are available at the time of contact. The process that follows is unclear, as patients are directed to seek assistance through messaging services or online platforms. The overall approach seems unconventional and unhelpful. The experience was quite disappointing.

Friendly reception made the visit pleasant

Excellent