The Doc's Surgery

Patient Experience Summary

Feedback on this practice reflects a distinctly mixed experience across multiple service areas. Many patients report positive interactions with compassionate clinical staff, welcoming reception teams, and efficient appointment availability, with several noting smooth booking processes and responsive communication through online channels. However, a substantial number of reviews highlight significant challenges with telephone accessibility, with patients describing unresponsive phone lines, difficulty reaching the practice, and lengthy delays in receiving callbacks. Appointment booking experiences vary considerably, with some patients praising streamlined systems while others report frustrating online processes requiring multiple attempts and extended waiting periods. Reception experience presents a similar divide, with some describing personable and helpful staff while others cite dismissive attitudes and poor communication skills during phone interactions.

Administrative delays and continuity concerns emerge as recurring themes, particularly around document completion, prescription requests, and follow-up care coordination. Several patients note that while clinical care quality is generally strong, accessing that care has become increasingly challenging due to system barriers and communication breakdowns. The practice appears to have undergone changes that some long-standing patients perceive as a shift toward impersonal, bureaucratic processes, with particular frustration around the move to online-only appointment booking and reduced phone accessibility. Despite these operational challenges, many patients express appreciation for the compassionate approach of clinical staff and the practice's willingness to accommodate scheduling needs once contact is established.