Barkerend Health Centre

Reception staff overstepped professional boundaries

I would advise caution before registering at this practice. I found the staff to be discourteous and lacking in professionalism. The reception team appears to take on responsibilities beyond their typical role, including providing medical guidance to patients. There were instances where prescriptions were issued without direct patient consultation, instead relying solely on information gathered by reception staff during initial contact, which raises concerns about appropriate clinical practice. I would encourage others to carefully consider their options.

Helpful staff despite being stretched thin

I appreciate this practice. I haven't experienced any significant problems that weren't resolved quickly. The team consistently appears supportive and accommodating. It's worth noting that they manage a large patient population, many of whom have high expectations, and they operate with limited resources.

Quick and patient vaccination appointment experience

I've just left after receiving my vaccination and wanted to express how impressed I was with the efficiency and compassion shown by the team. The healthcare service continues to deserve our gratitude and appreciation for their dedicated work 🙏

Decent access to appointments when you need them

This practice isn't the poorest one I've attended, having visited quite a few over the years. Appointments are generally available on most days, with the flexibility to choose between telephone consultations or in-person visits. The team is currently managing a workload backlog, which means waiting a couple of weeks for an appointment is fairly typical. There have been instances where initial assessments weren't entirely accurate, though the staff remain welcoming and easy to communicate with. Overall, compared to many other practices, it operates much like most others.

Reception staff turned away genuinely ill patients

The reception staff and clinical team demonstrated an approach that felt dismissive and unhelpful. Attempting to contact the practice by phone proved consistently difficult, and visiting in person resulted in being turned away despite feeling unwell. The staff appeared to cite policies that seemed questionable or inaccurate. The overall experience left the impression that the practice was not genuinely focused on patient care or wellbeing. Since relocating to a different practice, the standard of care and attitude towards patients has felt noticeably more compassionate and attentive. This practice would not be recommended based on this experience.

Delayed picture response led to A&E visit

I felt this practice handled a serious situation dangerously. My father experienced a significant skin infection with concerning inflammation that posed potential risks to his vision. I was told to submit an image for review with a response expected by end of business on a Friday. As someone with medical training, I was aware that current clinical guidelines recommend same-day assessment or hospital referral when there are risks of serious complications. It remains unclear whether the reception staff communicated the message or whether it was not prioritised by the clinician. By late afternoon, his condition had noticeably deteriorated, particularly concerning given his medical history. Despite attempting to follow up, I was unable to reach anyone before the end of the working day. Due to complications around prescribing for family members, I felt compelled to attend the emergency department, where he was assessed as requiring urgent treatment and prescribed a substantial course of antibiotics. This situation exposed him to unnecessary health risks during a time of heightened concern. I find it troubling that had my father been an older person without medical knowledge in his family, the outcome could have been significantly worse. The practice's response fell short of what I would expect in terms of patient safety and appropriate clinical urgency. I have since transferred my family's care elsewhere, which has been a positive change. I no longer feel the need to accept what I perceived as dismissive attitudes from the practice. I would encourage others to raise concerns through appropriate regulatory channels if they share similar experiences, as systemic issues require formal review and improvement.

Rude reception staff made me feel unwelcome

The reception staff came across as dismissive and condescending. The clinical staff were unhelpful, and there were difficulties getting return calls. Overall, a disappointing experience at this healthcare facility.

Receptionist wouldn't help after repeated phone calls

My mother has been attempting to secure an appointment following a recent hospital admission. It has now been over a week and she has yet to receive contact from the practice. I have made multiple calls to the reception team regarding this matter, but despite these efforts, no progress has been made and an appointment remains unscheduled. I find the current appointment system and lack of face-to-face availability to be unsatisfactory. It appears that when family members require medical attention, we repeatedly end up attending hospital instead. I would recommend that others consider whether this practice meets their needs. Additionally, I have found the reception staff to be unhelpful and feel that follow-up on requests has been inadequate.

Long waits left us soaked outside

I recently attended an appointment with my elderly mother during wet weather conditions. We arrived for our scheduled time but experienced a significant delay, leaving us standing outside in the rain and wind for an extended period before being seen. We were eventually seen much later than our appointment time, and by then we were both thoroughly soaked through. While I understand the importance of providing healthcare to vulnerable patients, I feel the practical arrangements for managing patient flow during adverse weather could have been better organised. I don't hold the clinical staff responsible, but I believe those responsible for the overall management and coordination of the service need to reconsider their procedures.

Felt unheard and uncared for

This practice has fallen short of expectations in terms of patient care and support.

Reception staff lack empathy and communication skills

The reception staff at this practice fell significantly short of expectations. Their manner of speaking came across as dismissive and unhelpful. When contacting the practice during times of distress, callers were directed to ring back the following morning at 8am, though subsequent attempts to reach the practice at that time went unanswered. The interactions lacked warmth and understanding. Communication proved to be a consistent issue throughout my experience. Following a telephone consultation, I was advised to call back and leave a message for the clinician. Upon doing so, the receptionist declined to take the message, stating that the clinician had already spoken with me that day and was busy. When questioned about whether the message would be passed on, this was not clearly addressed. The overall standard of customer service and communication skills demonstrated was disappointing, with staff appearing uncertain and disorganised in their approach to handling patient enquiries.

Long waits and unanswered phone lines

The phone lines are difficult to reach, and I experienced a lengthy wait on one occasion which was frustrating.

Long phone waits and dismissive reception staff

I have struggled significantly with the appointment booking process at this practice. Each time I attempt to schedule an appointment by telephone, I find myself waiting on hold for extended periods. When my call is eventually answered, I am informed that no face-to-face slots are currently available and asked to leave a message for clinical staff to respond to. I am also advised that an in-person appointment cannot be guaranteed, and that I may need to await contact from another location, which is similarly uncertain. On one occasion, after holding for a considerable length of time, I decided to visit the practice in person instead. Upon arrival, I observed reception staff engaged in conversation. When I approached them to request an appointment, I was told that appointments could only be booked over the telephone. I mentioned my lengthy wait on the phone earlier, but felt that the response I received was dismissive and lacked patience with my situation. I was instructed to return home and call back, as walk-in appointments were not available. This resulted in a further significant loss of my time. I am deeply frustrated with the overall appointment access experience at this practice. The combination of prolonged waiting times and difficulty securing appointments has led me to consider registering myself and my family elsewhere. I cannot recommend this surgery to others based on my experience, as I believe the service falls considerably short of acceptable standards.

Friendly staff made the appointment easy

Outstanding. The team demonstrated both warmth and professionalism throughout my visit.

Reception staff attitude needs improvement overall

My overall experience throughout the year has been disappointing. While I recognise the adjustments made during the pandemic, I feel the shift in staff demeanour was unnecessary. Some matters have been managed in ways that felt unsuitable and unhelpful when navigating care as a patient. However, there has been one member of the team who has provided exceptional support over the past few months. It has been reassuring to have someone so dedicated working there, someone who actively encourages a positive outlook and provides the motivation needed to persevere. I genuinely appreciate their compassionate approach and the difference they have made to my experience.

Long waits on the phone every time

I had a very poor experience at this practice. When I presented with a significant injury, I felt the clinician was reluctant to arrange the imaging I believed I needed, which I believe contributed to prolonged discomfort and incomplete recovery. I felt a cast would have been beneficial but this wasn't provided. I was disappointed with the level of care and professionalism shown. Additionally, whenever I've attempted to contact the practice by phone, I've consistently experienced lengthy waiting times, sometimes exceeding an hour, even prior to recent circumstances.

Struggled to get an appointment here

The staff at this practice demonstrated poor communication and unhelpful attitudes. I found it difficult to secure appointments and felt the service fell short of professional standards. My overall experience with this surgery was unsatisfactory.

Reception staff could be more welcoming

The team's manner was not welcoming or pleasant.

Couldn't reach the practice by phone

My child had a scheduled appointment at the local health centre dental service. As my child was unwell on the day of the appointment, I attempted to contact the facility to reschedule, but I was unable to reach anyone as the contact number provided was not working.

Daughter's dental fears completely put at ease

I have attended the dental department on multiple occasions, and my young child, who previously experienced significant anxiety about dental visits, felt considerably more at ease following their appointments with the dental professional there. I am very grateful for this positive experience.