The Dovecot Surgery Lawson Street Health Centre

Friendly staff made the appointment easy

Excellent medical practice with a welcoming atmosphere. The staff members are courteous and well-informed. The service is well-organised and conducted to a high standard.

Reception staff were genuinely helpful and polite

I registered with this GP practice on the recommendation of a friend and have found the service to be excellent. The front desk team are always courteous and supportive, and the clinical staff show genuine professionalism in their approach. I have appreciated the straightforward and reassuring guidance offered regarding my health matters. I would gladly suggest this practice to others.

Practice refuses to accommodate disabled patients' phone barriers

As someone with mobility limitations, I have found it challenging to access appointments through the early morning phone system. Despite the practice being aware of my circumstances, I have been unable to secure appointments unless I can call at that time. I understand that other patients may manage this differently, but in my situation, I am unable to use the phone during early hours due to my condition and the time required for my medication to take effect. Additionally, I experience significant pain that affects my sleep, which means I am unable to get up early and require support to do so. The practice has not been willing to acknowledge these constraints or offer alternative arrangements. I have also faced difficulties booking appointments for my family member who has disabilities that prevent them from making phone calls independently. I had hoped the practice would have improved its approach to accessibility, but unfortunately, this has not been my experience.

Reception staff were rude and unwelcoming

The reception staff communication style was unpleasant and left a negative impression.

Hard to book but genuinely caring when you get there

The pressures, underfunding and staffing challenges within the NHS are substantial, so it is understandable that securing an appointment can be difficult. However, when you experience the compassionate and meticulous approach of the clinical team and nursing staff, you feel assured that you are receiving attentive care. A sincere thank you to all the medical and reception staff for their assistance.

Reception staff were unhelpful and dismissive on the phone

I have found the reception staff to be unhelpful and discourteous at times. You must wait your turn regardless of your concerns. The information provided can be inconsistent depending on which member of staff you speak with. Without persistence, you may not receive what you need. While staff are protected from rudeness, this courtesy does not appear to extend in both directions. Our son has a dietary requirement and each time we request his repeat prescription, it requires follow-up to obtain authorisation, with the medication arriving just before supplies run out. On one occasion, the prescription was not authorised in time for the weekend, leaving us without medication. When I contacted reception, the conversation became circular, with language that seemed to question the accuracy of our account regarding when the prescription could be ordered. A staff member then made a personal comment about not feeling well. When I responded that this was unhelpful, I was told they were speaking to someone else. The call ended without any information or support regarding our son's situation, who had been without his medication for two days. I was left without clarity on whether the prescription would be prioritised, how long we should wait, what measures would prevent this recurring, or whether a note had been made to address the ongoing delays. I recognise that GP services are essential and alternatives are limited, but this does not justify discourteous treatment from staff. The expectation of respect should be mutual. Signs stating zero tolerance for patient misconduct should be accompanied by equivalent standards for staff conduct. I am frustrated and disappointed. The tone and approach focused on barriers rather than solutions. I remained respectful throughout, yet the interaction left me upset. A more collaborative approach would have been more effective. When will action be taken regarding the service standards at this practice? Multiple patient concerns suggest a systemic issue rather than isolated complaints.

Queuing before opening just to miss out on slots

I found it extremely difficult to secure an appointment by telephone, which forced me to take time away from work to visit in person just to attempt booking a slot, resulting in lost income. I arrived about 20 minutes before opening time hoping to secure an appointment. I found myself waiting in a queue with many others, only to learn that just a handful of appointment slots had been made available for that day. This felt insufficient given the demand, and I ended up losing wages without even obtaining an appointment, meaning I would need to return and try again the following day.

Phone lines constantly busy and impossible to reach

Extremely disappointing experience. I spent 40 minutes attempting to reach the practice, with nearly 200 failed calls logged on my phone, only to be informed that all available appointments for that day had been allocated. The inability to book appointments in advance means you must go through this frustrating process daily if you wish to be seen. It seems unreasonable that appointments become fully booked so quickly after opening when there is no option to reserve slots ahead of time.

Convenient hub with polite staff and multiple services

A variety of healthcare services housed in a single location with several medical practices operating from the same building. I am a patient at this practice and have found the reception team and other staff members to be consistently courteous and helpful.

Receptionists were dismissive and unhelpful

This practice has declined significantly in quality. The reception staff interactions have been particularly disappointing and unhelpful.

Impossible to book an appointment by phone

It is extremely difficult to reach the practice through standard channels, and the digital booking option appears to no longer be functioning. The accessibility of appointments seems increasingly challenging to navigate.

Difficult to book appointments and rude staff

Unhelpful staff members. Difficult to secure an appointment when needed. Medical professionals seemed lacking in diagnostic knowledge. There is more to say about this experience.

Helpful receptionists but management needs improvement

The clinician was lovely, and the receptionists are mostly very helpful. However, the practice management was disappointing.

Long wait on hold with unhelpful reception staff

The reception staff were unhelpful and difficult to work with, and obtaining an appointment proved very challenging. The receptionist made negative comments about other patients who had called, and clinical staff ended calls abruptly without providing assistance. During a recent call, I was kept waiting for an extended period before being informed I had contacted the wrong number. Rather than transferring my call or offering support, the receptionist responded dismissively and declined to assist further. I have additional needs, and the team did not demonstrate awareness of how to communicate effectively with someone who may require clearer or more patient explanations.

Friendly staff despite appointment difficulties

It has been challenging to secure an appointment recently, though this is understandable given current circumstances. The practice did reach out to invite me for my initial vaccination appointment. The staff members are consistently courteous and welcoming whenever I contact the surgery or attend appointments. I have been a patient at this practice for many decades and have consistently received good care throughout my time there.

Family practice that really listens and helps

This practice has been wonderful for my family and me. Everyone here is registered and I consistently feel that the staff go above and beyond to provide support. I don't usually take the time to write reviews, but I felt compelled to share my positive experience after receiving helpful care this morning.

Couldn't get through on the phone

Called repeatedly for over an hour. After many attempts finally reached someone, only to be told no appointments were available and none could be booked for any upcoming dates. Was advised to try calling back another day.