The Duru Practice

Reception staff gave conflicting information repeatedly

Absolutely a disgrace. It's good that the practice is shutting down. I cannot speak for all clinical staff because to be fair, some have always provided good care to me, but the overall system and reception team are genuinely dreadful. They constantly either provide inaccurate information or leave out important details. They constantly say that they'll do or have done something which will then be contradicted by another member of staff. They have more 'zero tolerance for abuse' signs up than common sense and good client practice. They send out text reminders, and then you arrive to be informed no one can see you after you've made a hard journey. The practice is being shut down soon, and rightfully so. Clearly there's either an issue with policy, management or staff training. It's a joke.

Reliable doctor and helpful reception staff

I have been a patient at this practice for two decades, and the clinician assigned to me has consistently provided good care. While their manner can occasionally seem direct, I have always found them approachable and helpful. Appointments have never been difficult to obtain, and the reception team have been excellent throughout my time here. I will miss being part of this practice.

Impossible to get through on the phone

I have been attempting to contact the practice by phone to arrange an appointment but have been unable to get through. This issue has persisted for approximately a week. I find the situation to be quite frustrating.

Impossible to get through on the phone

It has been frustrating trying to reach the practice. On multiple occasions I have attempted to call early in the morning, only to encounter high call volumes both times. This issue persisted throughout the festive period as well. When I eventually managed to get through after several attempts, I was informed that no further appointments were available. The overall experience has been disappointing and difficult to navigate.

Couldn't get through on the phone

Unsatisfactory experience.

Disappointed with mostly telephone appointments and reception inconsistency

I have been a patient for over 20 years and whilst we have had our ups and downs previously, as the clinician can sometimes be quite direct in their manner, I must say I have been disappointed that over the past 3 years I have only been seen in person once for a brief appointment. The majority of my consultations have been conducted by telephone. Regarding the reception team, there are three staff members. One is generally helpful and efficiently handles matters such as repeat prescriptions and booking appointments. She has been with the practice the longest. Another receptionist who has worked there for a couple of years presents herself as being above her role. I found it particularly frustrating when she was dismissive during a phone call and suggested I was being untruthful when in fact the error was on her part. Then there is a newer team member who appears to still be learning from the existing staff. I actually sympathize with him as he often seems uncertain about procedures and frequently needs to transfer calls to another receptionist to assist me. I am not entirely surprised that the practice has now closed. My main concern now is how patients like myself will be treated going forward. I do not adapt well to change and I simply hope that things will work out positively.

Phone messages aren't reaching the doctor

I have been waiting for medication for the past five months without receiving it. I am unclear about who handles phone inquiries at the practice. It appears that messages are not being communicated to the clinical team effectively.

Felt understood by reserved but caring approach

I was disappointed to learn that my long-standing healthcare provider was leaving the practice after more than a decade of care. While I'm aware that many reviews have been critical, I've always felt I had a good understanding of this clinician both as a professional and as an individual. Although their communication style is quite reserved, which some might perceive as somewhat brusque or lacking in engagement, I've consistently found them to be kind and courteous, including in their interactions with my family. I wish them well in their future endeavours.

Receptionist refused to help with prescription request

The receptionist was unhelpful and unprofessional in their manner. I was unable to receive the assistance I needed and am currently without my medication as a result.

Phone lines busy but appointments always come through

I have been a patient at this practice for over a decade. The telephone lines do tend to be busy, but I have learned that persistence with calling back works well. The system does limit the number of simultaneous calls that can be handled. I have consistently been able to secure appointments when needed and have received helpful guidance. The clinical staff members I have seen have provided good care and support.

Phone lines constantly cut off during booking

I found the experience with this practice to be very frustrating. The appointment booking process was particularly problematic, as I was instructed to call at a specific time but was unable to reach anyone. Whenever I attempted to use the automated system to book an appointment, I encountered repeated disconnections due to high call volumes. I was left feeling disappointed with the overall standard of service and would have reservations about recommending this practice to others based on my interactions.

Doctor dismissed concerns without proper support

My mum discussed her mental health concerns with her doctor, who questioned why she was still experiencing emotional distress after a certain period of time and suggested that ongoing emotional symptoms would prevent her from accessing talking therapy support. She felt she received no helpful guidance and believes this approach was unhelpful for someone dealing with mental health difficulties.

Phone queue waits made booking impossible

Continuing to experience the same difficulties as previously, I have been unable to secure an appointment. On one occasion, I was first in the queue but waited for 40 minutes without progress. When I attempted again later, I was second in line yet waited another 30 minutes. A subsequent attempt also proved unsuccessful. The booking process remains frustratingly problematic and I still have not managed to arrange an appointment.

Slow progress but feeling heard

Experiencing gradual improvement.

Impossible to book an appointment by phone

You're instructed to call at 8 o'clock to book an appointment. When you do call, you receive a message stating the line is extremely busy and to try again later. This same message repeats throughout the morning, day after day. It becomes nearly impossible to secure an appointment. The frustration of repeatedly trying to get through is enough to make you feel unwell if you weren't already.

Phone lines impossible to reach, rude reception

My partner attempted to contact this surgery repeatedly over a three-day period, and we have documentation of these attempts. After receiving no response, we visited the surgery in person, where we encountered an unwelcoming interaction with a receptionist who questioned our account of events and stated that calls are answered at the facility. This is not an isolated incident, and it appears likely to occur again. The surgery would benefit from improvements in its operations and staff conduct.

Phone queues disconnect and appointments unavailable

The pandemic appears to have significantly changed how this practice operates, and not for the better. The main concerns are that in-person consultations are no longer available. Advance appointment booking is no longer possible. Patients are instructed to call at 8am for same-day appointments, but the phone lines are consistently busy during morning hours with automated messages asking callers to try again later. When patients do manage to join the phone queue, they often wait for extended periods, sometimes an hour or more, only to experience dropped calls. On the rare occasions when contact is successfully made, appointment slots are typically unavailable. This cycle repeats regularly. Additionally, some reception staff interactions have been perceived as dismissive, unhelpful, and discourteous. This experience appears to be widespread among the patient population at this surgery rather than an isolated incident. Prior to the pandemic, the practice did not present these difficulties.

Impossible to book appointments before they're gone

This practice needs serious improvement. I called at the opening time for booking appointments and found they were fully booked by 9:30am, with no availability offered. This pattern seems to happen throughout the week. It's extremely frustrating. If I could give a lower rating, I would.

Removed from surgery after questioning clinical advice

The clinical staff at this practice demonstrated an approach that I found deeply unsatisfactory. I felt dismissed from the practice after expressing a differing perspective during my consultation, which I perceived as a reaction to my questioning. Having been a patient for over 18 years, I was disappointed by what I experienced as unprofessional communication and conduct during my interactions. When I attempted to engage respectfully, I felt my comments were misinterpreted as confrontational or disrespectful, rather than being received as genuine concern. The pattern of similar feedback from other patients suggests there may be underlying issues with the quality of care and patient relations at this practice. I believe the practice warrants review to address these concerns, and I would hope for significant improvements in how patients are treated.

Phone queues leave you waiting without answers

I would advise against using this service. I spent over half an hour waiting on the phone as the first caller in the queue without receiving a response. In-person consultations do not appear to be available, and when I called to inquire about appointments, I was told there were no slots and nothing could be arranged for the following day either. During my interaction with a clinician, I felt rushed and that my concerns were not being properly heard or acknowledged. My mother has been experiencing discomfort for several days while awaiting test outcome information, and I have been unable to reach the practice to obtain any updates. The overall experience has been disappointing. Update: On a second attempt to contact them, I waited for nearly three-quarters of an hour before being placed on hold, after which the call was disconnected. I intend to lodge a formal complaint. The practice does not appear to prioritise patient care or respect.