The Elms Surgery

Patient Experience Summary

Patient feedback reflects a mixed experience across the practice. Reception staff are frequently praised for courtesy and warmth, with many patients noting accessible appointment booking and responsive care. Nursing care receives consistent positive mention, particularly for compassionate support during procedures. However, significant concerns emerge around communication clarity and respect for patient concerns. Several patients report dismissive care experiences, with some describing interactions as rude or impatient. Waiting time delays feature prominently in negative feedback, with accounts of extended waits without adequate updates. A notable pattern involves inconsistent reliability, with some patients citing missed callback appointments and disorganisation around prescriptions. Communication failures appear across multiple reviews, ranging from incomplete information sharing about test results to interrupted consultations. The feedback suggests variability in care quality depending on which clinician patients see, with some receiving highly responsive and attentive service while others experience dismissive or disorganised interactions. Concerns about continuity of care and whether patient preferences are genuinely respected emerge as recurring themes throughout the reviews.

Positive experiences highlight the practice's ability to provide same-day appointments and thorough testing arrangements when functioning well. Patients value the professional environment and the supportive team approach when present. Several reviews commend the practice for responsive phone consultations and coordinated care across family members. However, these strengths are undermined by reports of appointment access challenges during peak times and reception rudeness in specific instances. The inconsistent reliability of follow-up care and communication about results represents a significant service gap that affects patient confidence in the practice.