Barkerend Health Centre

Reception gave conflicting information about appointment delay

I am extremely disappointed and appalled by the way I was treated at this practice. My appointment was scheduled for a specific time and I arrived early as instructed. After waiting past my appointment time without being called, a family member politely asked reception why I had still not been seen. They were calm, respectful, and not aggressive in any way. They were told the clinician was "probably busy," and another clinician dismissively suggested that the scheduled clinician was currently with another patient. However, moments later the clinician came out and called my name. By that point, due to my social anxiety and the confusion caused by being given conflicting information, I had already stepped outside feeling distressed. My family member called me immediately and I returned within about a minute, but the clinician then refused to see me after my family member questioned why we had been told something that was clearly untrue. The behaviour and attitude of the clinicians involved was extremely unprofessional, dismissive, and unhelpful. I cannot believe the level of care shown towards a patient who had arrived early, followed instructions, and was already struggling with anxiety. Instead of showing empathy and professionalism, I was made to feel uncomfortable, distressed, and unwelcome. I cancelled plans to attend this appointment and made every effort to be respectful throughout the situation, yet I left feeling completely disregarded. Patients deserve honesty, compassion, and basic respect, and unfortunately that was not my experience here at all. I found the interaction intimidating and distressing, and felt that basic compassion and care were lacking. I would question why clinicians at this practice are unable to demonstrate the professionalism expected when a patient steps away briefly and returns within moments.

Consistently poor service with long waits

0 stars, genuinely the worst service I've ever experienced. Each time I visit, the experience seems to deteriorate further.

Receptionist dismissive and promises aren't kept

Honestly, this practice feels like a waste of time. They make promises to follow up but never actually do. The reception staff seem more interested in ending calls quickly than helping patients.

Appointment cancelled with no prior warning

This is my third visit, and the practitioner was not available or running significantly behind schedule. I took time off work for this appointment and left without being seen. I feel the practice would benefit from staffing changes to ensure better service delivery.

Didn't receive appointment reminders before missing visits

I was unable to attend two significant appointments as I did not receive the corresponding notification letters or text reminders from the practice.

Practice avoids seeing patients in person

This practice has significant issues with accessibility. They seem reluctant to provide face-to-face appointments and push patients towards alternative methods of contact instead. Obtaining necessary documentation took considerably longer than expected, and when following up about the delay, the interaction with management was unhelpful and dismissive. I would recommend considering other options.

Appointment changed without notice, phones went unanswered

This should be 0 stars. My father had a confirmed appointment scheduled for mid-December. Written confirmation was provided. Text evidence was received in early November. All documentation was in place. Then, without warning, he received a text on two days before the original appointment date at around 8am, followed by phone calls indicating his appointment had been moved to that same day. We attempted to contact the practice on that date to understand why his appointment had been rescheduled two days earlier without notification. The calls went unanswered. It appears communication channels are not being monitored. I subsequently called to ask a straightforward question: Why was notification of the change only given on the day the appointment was altered? The receptionist offered no apology. Instead, the response was 'We have the text on our system.' This statement actually reinforced the problem rather than addressing it. The receptionist spoke over me, prevented me from completing my thoughts, demonstrated no sense of responsibility, and came across as dismissive, treating us as though we were the problem for raising concerns about their own error. There was no apology for the mistake. There was no acknowledgment of what occurred. Only a defensive attitude. If this practice were any less organised, scheduling would appear random. This practice would benefit from staff who understand how to handle patient concerns professionally. If you are comfortable with disorganisation, unexpected changes, and staff who view their own mistakes as your inconvenience, this may suit you. If not, it would be worth considering alternatives. This is not an isolated incident with the service provided here. Deeply disappointing.

Receptionists block access to appointments effectively

This practice provides a frustrating service experience. The reception staff seem to act as gatekeepers rather than facilitators for accessing clinicians. The clinical team appears to lack competence in their roles. I sought alternative medical advice online and pursued treatment internationally rather than wait for this practice. After extended delays, even calling first thing in the morning results in long queues behind those with pre-booked appointments from weeks prior. Test results are not communicated back in a timely manner. The overall approach feels inefficient and unhelpful. The appointment system prioritises speed over quality, with patients rushed through consultations. One particular clinician is frequently unavailable. If it is possible to switch to another practice, that would likely be advisable.

Appointment booking system left elderly patient confused

I accompanied an elderly neighbour who lives independently to seek medical attention at the surgery. She was initially advised to contact the practice the following morning. When I made the call at 8am to arrange an appointment, the staff member recorded her details and the reason for her visit, indicating they would contact her or send a message to confirm the appointment time. However, no specific appointment slot was provided to us at that point. My neighbour waited until around 11am and then returned to the surgery to clarify the situation, only to be informed by reception staff that her appointment had been scheduled for 10am and had already been missed. This experience was frustrating and concerning, as it resulted in a missed appointment through what appeared to be a communication breakdown. The handling of this situation fell short of what one would expect from a healthcare provider, and I believe this type of occurrence warrants attention and review to prevent similar issues affecting other patients in the future.

Reception staff seemed unhelpful and disorganised

This practice has not met my expectations. I found the overall service and clinical approach to be unsatisfactory. I would not feel comfortable recommending this facility to others.

Reception staff were dismissive and disrespectful

I would not suggest this practice to others. During a recent visit, a member of the nursing staff displayed behaviour that I felt was dismissive and unkind towards my mother, who has additional care needs. Everyone should be treated with dignity and respect during healthcare appointments. Unfortunately, this interaction has negatively affected my overall impression of the surgery. It seems this particular staff member may not be well-suited to a role that requires compassionate patient care.

Reception staff were dismissive and unhelpful throughout

I had a very disappointing experience at this clinic. The reception staff were unprofessional, and I felt my concerns were not taken seriously. There was a considerable wait to secure an appointment, and on the day of my visit, I waited well beyond my scheduled time. When I was eventually seen, the clinician appeared hurried and did not seem engaged with my account of my health concerns. The explanation of my condition and what would happen next was minimal, leaving me feeling more uncertain than before my appointment. Overall, the communication throughout my visit was inadequate, and I felt treated as just another patient rather than receiving individualised care and attention. I do not intend to return to this practice and would not recommend it to others seeking quality healthcare.

Reception staff caused appointment booking confusion

The staff conduct was disappointing and fell short of professional standards. Patients have experienced disorganisation with their care. There have been instances where individuals arrived for scheduled appointments only to be informed no booking existed. One patient attended with concerning symptoms and was initially advised they were well, yet subsequently required emergency department assessment where a different clinical finding was identified. This experience has caused significant dissatisfaction and raises questions about the quality of care and administrative processes at this practice.

Reception staff didn't listen to my concerns

I have been a patient at this practice for over three decades. The service quality appears to be declining. The reception staff seem unprofessional and dismissive, acting in an overly authoritative manner. I experienced a particularly unsatisfactory visit recently. I am considering transferring to another practice. I would not recommend this surgery to others seeking registration.

Reception refused to help during medical emergency

Would not give even one star if possible. My mother experienced a fall today that necessitated calling an ambulance. During the call with the operator, we were instructed to retrieve a defibrillator from the nearest facility, which was a local health centre. My brother went to collect it, but staff there declined to provide it. Based on this experience, I felt the staff member involved was dismissive, particularly in their manner towards older patients. In a situation like my mother's, such equipment could have been critical.

Couldn't get through on the phone

Extremely disappointing experience at this practice. The level of assistance provided was inadequate, and I found the support received to be significantly lacking compared to what I had hoped for.

Reception refused to book appointments for months

I am deeply disappointed with the care and service provided at this health centre. My mother has been struggling with her health for an extended period, and despite our repeated attempts to seek assistance—including submitting photographic evidence and requesting appointments—we faced consistent obstacles. The appointment booking process proved extremely difficult, and my mother made numerous visits and phone calls without receiving adequate support. Given her medical condition, the lack of timely intervention resulted in multiple hospital admissions that I believe could have been prevented with proper care. When I reported concerning symptoms, including changes to her appetite and significant weight loss, these concerns were not treated with the seriousness they deserved. The interactions with staff members felt dismissive and unhelpful, leaving me feeling that my mother's health needs were not valued. The emotional toll of witnessing my mother distressed and pleading for help while feeling unheard by the healthcare team has been overwhelming. I am frustrated by what I perceive as a systemic failure to provide compassionate and responsive care to vulnerable patients.

Reception staff were rude and dismissive

The reception team experience was disappointing. The staff interaction lacked courtesy, with raised voices during phone calls and a somewhat dismissive tone. Attempting to schedule a medical appointment proved time-consuming, taking approximately an hour. Subsequently, a callback came several hours later indicating that the appointment needed to be cancelled, as the staff member felt a clinical visit was unnecessary based on their review of the patient notes.

Receptionist dismissive when discussing multiple health concerns

I found it very difficult to arrange a home visit for a family member to discuss their medications. Although I was assured someone would contact me, this call never came through. When I spoke with the reception staff about several concerns affecting my family member, they came across as distant and dismissive. I was informed that only one issue could be addressed per appointment due to the GP's other commitments. I felt the service provided was inadequate, and I questioned whether standards might be lower in this particular area. The practice seems to operate without sufficient accountability, which is concerning.

Phone staff dismissive when child was unwell

I called in the morning because my child was unwell with a high temperature throughout the night and widespread discomfort. I was advised to visit a pharmacy and obtain something over the counter, as the practice indicated they would not provide an appointment for this concern. I was confused about what the purpose of having a doctor was. The staff member I spoke with on the phone came across as dismissive, and I felt frustrated by the interaction. Due to this experience, I ended up attending the emergency department instead.