The Erimus Practice

Receptionist unhelpful so we had to move

The reception experience was disappointing, which contributed to my decision to seek care elsewhere.

Phone lines constantly busy and unhelpful

The practice is frequently difficult to reach by telephone, with lines often appearing engaged. On occasions when contact is made, interactions have felt somewhat abrupt.

Reception staff were dismissive and unhelpful

I found the reception experience to be extremely disappointing. As the first point of contact, I felt they were not receptive to my concerns and communicated in a manner that came across as hostile. I struggled to reach anyone by phone and had difficulty securing an appointment. The online consultation system appeared to be unavailable, and the appointment booking app was also not functioning. I was informed that only a very limited number of remote consultations are available each day. Overall, I believe there is a significant need for improvement in how the reception team interacts with patients.

Staff could improve their communication skills

The staff interactions appeared to lack professionalism in my experience. I felt there was insufficient rapport and communication among the team members. Based on my background in the NHS, I believe this practice would benefit from improved internal team communication, greater patience, and a stronger understanding of established practice policies and service standards.

Reception staff hung up mid-call without explanation

I would rate this experience much lower if possible. The reception staff were unhelpful and appeared dismissive, and during a recent call to inquire about test results, I was disconnected after only a few seconds. While some clinical staff were adequate, others seemed equally unwelcoming and did not appear to listen carefully to my concerns. The appointments felt rushed and the overall interaction was discourteous.

Long phone wait, appointment offered instead

I had to wait for a considerable time when calling, and was informed that the earliest available slot for a routine health assessment would need to be booked at a later date. As a result, I have decided to switch to a different healthcare provider.

Persistent phone queues but helpful staff

Called multiple times early in the morning and experienced a lengthy wait in the queue before being able to connect with someone. However, the staff members were consistently helpful and courteous once I was able to reach them.

Phone lines impossible to get through on

I would rate this practice far more negatively if the system allowed it. I have been a patient at this practice since childhood, as my family chose to register everyone there together, and until recently I never questioned this decision. However, my experience has been deeply frustrating. I have been requesting assessments for multiple health concerns over many years. Repeatedly, I was directed to contact external services or seek support elsewhere rather than receiving proper evaluation at the practice. After years of requesting help since my late teens, I finally obtained an appointment to discuss my mental health concerns. However, the appointment was dismissive of my needs. I was prescribed medication without thorough evaluation, and my other health issues were not properly addressed. The medication prescribed has not been suitable for me and has actually made my other conditions worse. Accessing the practice by phone is extremely difficult. They request calls at a specific time each morning, yet the lines are consistently busy. Even after numerous attempts to get through, I am told the queue is very long and that only emergency cases are being seen. This is particularly problematic as I am currently taking medication that requires careful medical supervision to stop safely. Abruptly discontinuing it could cause serious withdrawal effects, yet the practice does not consider this a priority despite it being a medical necessity to follow proper withdrawal protocols. The situation leaves me in an impossible position regarding my health management. The practice clearly needs to improve its accessibility and develop better understanding of mental health care requirements. The service has been disappointing.

Impossible to reach by phone for appointments

It is difficult to reach this practice by telephone, and obtaining an appointment once contact is made proves to be consistently challenging.

Surgery lost track of important paperwork for months

I have a medical condition requiring a fitness to drive assessment form to be submitted to the relevant licensing authority. An appointment was arranged to complete this process, though the information should have been available on my medical records. Several months have now passed since that appointment and the licensing authority has not received the form. The medical practice maintains they have sent it, while the licensing authority confirms they have no record of receipt. I have contacted the practice multiple times requesting they resend the documentation. After providing the practice with the correct submission details, they indicated the form would be resubmitted. However, the extended delay has significantly impacted my ability to renew my driving licence, which has now expired. This has affected my car insurance validity and prevented me from carrying out caring responsibilities. The prolonged timeframe for this administrative matter has been frustrating and difficult to understand. The practice subsequently confirmed they had posted the form to the licensing authority. Due to the considerable length of time taken to submit the medical documentation, the licensing authority has now requested a fresh medical form be completed, meaning the process must begin again from the start.

Phone queue chaos and no advance bookings

I was instructed to call at 8am but couldn't get through until 9am due to being disconnected, and was then informed that no appointments were available and asked to ring back later. There appear to be no advance booking options available. I found this experience frustrating. However, I have no concerns about the clinical staff, who I thought were excellent.

Reception staff give inconsistent information about booking

I would rate this practice far lower if possible. The reception team appears inconsistent, with conflicting information provided about booking procedures depending on who answers the call. When staff are unavailable or busy, callers are often told to ring back at a different time rather than being offered alternative solutions. I experienced significant difficulty obtaining an appointment, with initial availability only offered after a considerable wait period. Subsequent attempts to reach the practice proved extremely challenging, with repeated busy signals and disconnections. Some aspects of the clinical care also fell short of expectations. Based on my experience, I would recommend considering alternative practices, as the service has been frustrating and stressful. Following a prolonged waiting period, I eventually secured an appointment, though only after numerous call attempts and extended hold times, and the appointment offered was remote rather than in-person, which did not meet my needs.

Couldn't get through on the phone

Extremely disappointing experience. If negative ratings were possible, this would receive the lowest possible score.

Rude reception staff and long phone queues

The reception staff were extremely unwelcoming and appeared deeply unhappy in their roles. Despite being first in the queue, I experienced a lengthy wait of several minutes before being seen, and the total time spent was considerable. When I finally reached the desk, I was informed curtly that no appointments were available with no further assistance offered. Additionally, I have concerns about the quality of clinical care provided, feeling that previous diagnoses may not have been accurate and that staff seemed indifferent to my concerns. Overall, my impression is that the practice prioritises efficiency over genuine patient care, and I am frustrated that my contributions to the healthcare system do not appear to be delivering the standard of service I would expect.

Phone system now relies too heavily on automation

I have been registered with this practice since early in my life, and for many years it has provided good care. However, in recent times, the experience has changed noticeably. When calling, interactions often involve automated systems rather than speaking directly with staff members. Requests to speak with management are frequently met with responses indicating they are unavailable due to other commitments. I feel that the level of attentiveness to patient needs has declined overall. That said, there are individual staff members who, when reached, are genuinely helpful and responsive. Despite this, the practice currently feels less effective than at any point during my time as a patient there.

Reception team dismissive when calling for appointments

Disappointing experience overall. The staff came across as unwelcoming and dismissive, and the reception team's manner was particularly unpleasant. The service appears to have declined in recent times. Getting through by phone at peak times is extremely difficult, and when contact is made, callers are often asked to ring back later. There have been instances of audible conversations in the background while waiting on hold. Attempting to secure an appointment has proven frustrating over an extended period, with requests seemingly overlooked. The reception team, particularly some of the longer-serving members, consistently display an unhelpful attitude towards patients. Basic courtesies like greetings are sometimes omitted. This practice would not be recommended.

Reception staff could be more polite

A member of the reception team who answered my call was rather curt in their manner.

Long wait on the phone queue

Does this sound like something you've experienced? There's one ahead of you in the queue, you're told your call will be answered shortly, yet nearly an hour passes before someone finally picks up. It's frustrating, though the team answering phones aren't to blame—it's more about how things are managed at a higher level.

Couldn't get through after multiple calls

I have been attempting to contact the practice for several days without receiving a response. I am very disappointed with the lack of communication and feel let down by the service provided.

Couldn't get through on the phone

Difficult to reach, as several members of the front desk staff could be more welcoming, though the clinical team are adequate. The practice appears to be operating at capacity.