The Coatham Road Surgery

Doctor didn't explain test results to patient

My wife experienced prolonged lower abdominal discomfort and attended an appointment where a blood sample was taken. The results showed nothing of concern. However, she was not informed about what the blood test was specifically investigating, which felt like a significant gap in communication given how important it is for patients to understand their care. Her symptoms persisted, and following a telephone consultation closer to the festive period, she was able to arrange an imaging scan. Following this scan, she received a phone call from reception staff during the early afternoon informing her that the scan had identified something and that a clinician might contact her later that same day to discuss the findings. Despite her attempts to speak with a doctor promptly due to her anxiety, these efforts were unsuccessful. Later that evening, reception staff called again to advise that a clinician would not be available to discuss the results until the following day. The concern here is that reception staff were the ones delivering news about the scan findings rather than a clinician. This approach left significant gaps in care, as reception staff are not equipped to answer the detailed questions that naturally arise in such situations—what has been found, what treatment options exist, what happens next, and when. This resulted in an extended period of uncertainty and worry without access to proper clinical explanation or reassurance. The delay in receiving direct communication from a clinician about concerning scan results, combined with the earlier lack of clarity about the blood test, reflects a pattern of communication that fell short of what patients should reasonably expect. The experience has been distressing for both my wife and our family, and suggests a systemic issue with how patient concerns are prioritised and managed. This account reflects our genuine experience.

Referral letters left sitting on desk unactioned

I have been attempting to have a shoulder issue assessed for more than two years. On multiple occasions, I have been informed that an appointment would be arranged and that I would receive contact from the hospital, but this communication has never materialised. During a recent call, the clinician responded to my enquiry by pointing out that I had raised this matter previously and questioned what they could do to help. I am currently awaiting a referral to a hospital in the north east for a separate matter. I submitted the referral letter approximately two weeks ago, and upon following up to check on the appointment status, I discovered the letter remains with the practice. It appears the referral may not have been prioritised. Since registering with this practice after relocating to the area, I have found the experience frustrating. If you are considering joining this surgery, I would suggest exploring alternative options in the area.

Receptionist too busy to answer the phone

I am disappointed to have given such a low rating, as I feel the service has fallen short of expectations. Over the past three years, I have attended for routine health checks on a couple of occasions and felt somewhat neglected and overlooked during these visits. Recently, I was advised by a hospital to arrange an appointment to have a procedure completed within ten days. When I called to book, I was told the practice could not assist due to current pressures, and that staff were too busy to speak with patients at length. I was advised that if I persisted on hold, someone might eventually answer. The suggestion was made that I could visit the surgery in person and wait to be seen. I also attempted to use the online booking system, which I found unhelpful. I feel frustrated that the practice appears unable to manage basic administrative tasks such as answering phones, which puts vulnerable patients and those without digital access at a significant disadvantage. The service does not appear to be meeting its purpose of supporting patients and reducing pressure on hospital services. I am concerned about how those with limited options are being supported during this challenging period.

Impossible to reach by phone in the morning

I would rate this practice much lower if the system permitted it. Getting through during morning hours to book an appointment is extremely challenging. Based on my experience, it requires numerous attempts before someone picks up the phone, and I am typically informed that all available telephone consultations are fully booked and instructed to call back the following day or contact the out-of-hours service instead. I have found the overall approach to patient interactions to lack compassion and understanding.

Honest and straightforward care over decades

I have been a patient at this practice for nearly three decades. The staff have consistently been straightforward and truthful in their dealings with me. Given the various health concerns I have experienced throughout my time as a patient, including several different medical issues, I have found their care to be reliable and dependable. I believe some of the other comments posted about this practice are perhaps overly critical.

Struggling to reach someone when unwell

Working in retail and in my middle years, living with an elderly family member with a chronic respiratory condition, I remain unvaccinated against Covid. I have struggled to reach someone when experiencing illness, faced difficulties obtaining repeat medications, and found no availability for appointments or telephone consultations, even after explaining my background and current health concerns to reception staff, which feels like an unnecessary burden. I have been registered at this surgery for over two decades and previously held them in high regard, but I am increasingly concerned that the deterioration in service quality may be long-term.

New location hasn't lived up to expectations

The practice has not maintained the same standard following its relocation from the previous location, with many of the original medical staff having departed. I have not been impressed with the service provided, as there have been several issues with care for both myself and my family members. Additionally, there are plans for the practice to move again in the future.

Surgery won't offer face to face appointments

It seems unusual that this practice is not offering face-to-face appointments when other surgeries in the area are doing so. Attempting to use the online consultation service only to be directed to call emergency services felt like an unreasonable response to the situation.

Phone booking system leaves elderly patients stranded

My elderly relative is unable to reach the practice to arrange an appointment, and by the time they manage to connect with someone, there are no available slots. They lack online access and cannot use the booking system. I have attempted to help from a distance but encountered a confusing automated system that suggests speaking with staff yet disconnects before this is possible. I am concerned about how the practice is able to operate in this manner.

Appointments vanish within minutes of release

I have been considering leaving this surgery for quite some time, as I have significant concerns about its operations. Appointment slots seem to fill extremely quickly. When issues arise and initial checks return normal results, there appears to be limited willingness to pursue further investigation. Additionally, the surgery has stopped accepting repeat prescription requests over the phone, which creates difficulties for patients who live at a distance or are elderly and cannot easily visit in person. The surgery requires substantial changes or intervention. I have experienced repeated disappointment with the service on numerous occasions.

Reception staff made booking appointments unnecessarily difficult

This surgery has been a deeply frustrating experience. My father was previously registered here but has since moved to another practice following what we felt was an incorrect initial assessment that led to unnecessary medication being prescribed for three weeks. We were concerned about the implications of this treatment approach, particularly regarding how it might affect future medical responses. Beyond this, the reception experience has been disappointing. Appointments are only available at very early times, and there is no option to book in advance for the following day as offered elsewhere. Most enquiries result in being directed to alternative services rather than being offered an appointment slot. During the pandemic, my father was advised to seek care elsewhere when he contacted the practice about a potential health concern, despite being in a vulnerable age group with a potentially compromised immune system at that time. Fortunately, a blood test conducted at the practice eventually identified the actual condition and led to appropriate treatment being provided. I am sharing this experience as a cautionary account. The practice has faced regulatory scrutiny in the past, and based on our interactions, it is understandable why concerns have been raised.

Felt well looked after during visits

My recent appointments at the practice have been excellent, truly wonderful. I felt genuinely cared for and confident in the competence of the staff.

Staff dismissive when trying to book appointments

Poor experience at this practice. Would not recommend registering here. Difficulty obtaining appointments and staff interactions were unhelpful and dismissive towards patients.

Friendly staff but hard to get appointments

Some of the clinical staff are absolutely wonderful, friendly and genuinely care about your wellbeing. One particular healthcare professional was amazing and provided reassurance during my visit, which was incredibly helpful. The main issue with this practice is the difficulty in securing appointments when calling, and getting through on the phone can be challenging.

Long wait despite being on time

I experienced a significant delay during my visit, as the appointment ran considerably behind schedule despite being told it would only be a brief wait.

Difficult to get an appointment when needed

I rarely access the services provided, and on the occasions when I do require assistance, it proves to be extremely difficult to obtain.

Long wait for an appointment slot

Dissatisfied with the lengthy waiting period required to secure an appointment at this practice.

Early morning queue turned me away unwell

Attended an appointment with a practitioner and was recommended to follow up with a GP. No appointments were available until the following week, so I arrived before 8.00 to try the walk-in service. The waiting area was extremely crowded and, as I was experiencing symptoms of a respiratory illness, I felt too unwell to remain standing outside in poor weather conditions and decided to leave. I'm concerned about how people without reliable transport manage in these circumstances. My work schedule means I'm unable to make phone calls at the time the practice opens, and even when I do attempt to call, getting through is difficult. This leaves me dependent on booking appointments in advance, though the last time I did this I had to wait nearly a month. It seems symptomatic of broader challenges within GP services nationally. Additionally, I'm uncomfortable having to discuss my health concerns with reception staff. I would consider switching to another practice if I believed the service would be better elsewhere. I'm currently exploring private healthcare options.

Phone lines constantly busy and hard to reach

I experienced digestive issues that prevented me from eating for several days, so I contacted the practice to arrange an appointment. I made numerous attempts to reach them by phone throughout the morning without success, and on one occasion the call was disconnected. When I eventually got through in the afternoon, I was informed that no appointments were available. I tried again the following day with the same result, as the phone lines were difficult to access. I subsequently attended an emergency appointment at the local hospital, where I was advised to contact the practice again the next morning, with the understanding that an appointment would be arranged for me. When I called as suggested, I was able to reach someone immediately and was given an appointment without any issues. I found this sequence of events frustrating and would have appreciated a more straightforward booking process from the outset.

Impossible to book appointments despite phoning early

It is difficult to secure an appointment despite calling early in the morning and waiting for someone to pick up the phone. When visiting the practice in person, the waiting area often appears empty, which raises questions about where available slots are being allocated. On one occasion when I was unwell, I called late in the afternoon and was informed that no appointments were available and that I should contact the out-of-hours service at a later time. I felt that the practice should have made more effort to arrange an appointment before directing me elsewhere. The practice's own signage suggests that they are able to book out-of-hours appointments on behalf of patients.