The Duru Practice

Same-day appointments always fully booked by morning

I have been a patient at this practice since the late 1990s and have noticed a significant decline in the quality of care over the years. The surgery operates an appointments system where same-day slots fill up quickly, making it difficult to secure a consultation. I have concerns about the doctor's availability given the size of the patient list, and I question whether the single-handed practice model is genuinely in patients' best interests or primarily a business decision. My experiences have left me feeling the doctor can be dismissive and unhelpful during appointments. I was particularly concerned about a significant delay in my diagnosis, which I believe should have been identified much sooner, leading to more serious health consequences and subsequent treatment. My mother has also had negative experiences during her visits and has been upset by the manner in which she was treated. Overall, I feel the standard of care falls well short of what patients deserve from the NHS. I have decided to transfer to another surgery as I believe I will receive better support and attention elsewhere.

Reception kept cutting calls off during booking

I had a disappointing experience with the reception staff, who I found to be quite unhelpful and dismissive when I attempted to book an appointment. I was repeatedly told to call back at a specific time in the morning, but when I did, the line kept disconnecting. Once I managed to get through, I was informed that no slots were available. After eventually securing an appointment, I was given a time window for a callback that never materialised. Overall, I felt let down by the service provided and would not feel confident recommending this practice to others.

Receptionist was dismissive on the phone

The service provided was disappointing across the board. The reception staff member was unwelcoming and seemed eager to end the call quickly. When attempting to book an appointment by phone, I was redirected to another service rather than being offered an available slot. After contacting that service, an appointment was eventually arranged, though the timing remained unclear. During the consultation itself, the clinician appeared disengaged and did not demonstrate much interest or empathy towards my concerns.

Couldn't get through on the phone

Attempted to reach the practice by telephone over the course of an hour without receiving a response, which was disappointing as there was no one available to take the call.

Phone lines ignored, records mixed up badly

This practice is extremely frustrating and disappointing. The phone lines are never answered, forcing me to visit in person just to book an appointment. I witnessed staff at reception ignoring incoming calls. When I requested my medical records, the process took several weeks and the documents I received appeared to contain a mix of my information and someone else's records.

Reception staff wouldn't give callback time estimate

The receptionist was unhelpful and dismissive when I called regarding concerns about my very young baby's health, as well as my own wellbeing. I requested information about the expected timeframe for a doctor to return my call, which seemed reasonable given that I had missed a callback the previous day and was asked to rebook rather than receive a return call. I explained that managing two small children makes it impractical to keep my phone available constantly throughout the day, and I simply needed an approximate window for when to expect contact. Instead of accommodating this request, the receptionist became argumentative and refused my request to speak with a practice manager. I feel that improved staff training in patient communication and complaint handling would be beneficial. The practice has generally provided good care previously, but this interaction fell significantly short of the standard I have come to expect.

Felt truly listened to and understood

I am very pleased with my GP and consider them to be excellent.

Follow-up care made the difference

I have been attending this practice for a year now, and the clinician has consistently been attentive and willing to assist. I was able to arrange a procedure after a lengthy wait period due to their continued attention to my case. I am grateful for their support.

Long wait on the phone line

I have been attempting to reach the practice by telephone for an extended period without receiving a response.

Reception staff were helpful despite frustrations

To describe this healthcare professional as meeting the standards of the profession is not entirely fair. This individual displayed a challenging demeanor and attitude that fell short of expectations. Which is not what one would anticipate from someone in this role. Apart from this experience, the rest of the staff and other clinicians at the practice were satisfactory.

Receptionist helpful but consultation felt rushed

Avoid seeing that particular clinician if you can, and you'll have a better experience. There seems to be a lack of enthusiasm for the role, which is quite noticeable. You may find your appointment time is not well spent.

Staff seemed unhurried with patient queries

The team seemed to work at a leisurely pace.

Felt genuinely listened to at my appointment

The clinician at this practice demonstrates genuine interest in patient wellbeing and listens attentively to concerns. I appreciate having access to such a caring healthcare professional. Thank you for the service provided.

Prescribed medication without proper testing or diagnosis

I felt my health concerns were not adequately investigated at this practice. I found that medications were prescribed based on assumptions rather than confirmed diagnoses, which left me uncertain about the necessity of the treatments. Following my visits, my health situation seemed to deteriorate rather than improve. I would advise anyone considering this practice to thoroughly research any recommendations made and to question whether appropriate diagnostic testing has been completed before accepting any treatment. I had a particularly negative interaction with one clinician, during which I felt their communication style was dismissive and their manner was intimidating. I felt pressured regarding treatment decisions and the conditional approach to further investigations. I have lost confidence in this practice and do not feel comfortable returning for future care.

Friendly reception made booking straightforward

This practice represents an excellent choice for healthcare services and comes highly recommended. They provide comprehensive care that meets all the essential needs you would expect from a medical facility.