The Erimus Practice

Repeat prescription phone line constantly busy

Attempting to arrange a repeat prescription at this practice has proven to be quite challenging. Even when calling as soon as the prescription service becomes available, I have repeatedly experienced difficulty reaching a member of staff, with extended waiting periods that have sometimes lasted an hour or more without success in making contact.

Reception staff were dismissive about mask exemption

While the clinical staff members provide good care, I had a negative experience with one of the reception team members. When I visited to collect a specimen container, I was informed that a face covering was required. I explained that I was exempt from this requirement, which was particularly relevant given that the mandate had become optional at that time. Despite my explanation, I was told that my exemption status was not relevant and that I could not proceed without a face covering. The manner in which this was communicated felt dismissive and made me feel as though I was being reprimanded. Additionally, I have found it quite challenging to reach the practice by telephone, as the lines tend to be consistently busy.

Quick appointment booking and helpful text reminders

This is an excellent practice. When I called for advice, I was able to get an appointment for tests the very next day. My spouse attends a different practice located in the same building, and they have not yet made contact regarding upcoming vaccinations that are due. In contrast, I regularly receive text reminders about when my health reviews and any outstanding vaccinations are scheduled. The reception staff have consistently been courteous and professional. They appropriately ask relevant questions about symptoms and concerns, which is necessary for their role. It would be unreasonable to expect them to prescribe medication or make diagnoses based on enquiries alone. For those who have concerns about the clinical or reception staff, there is a straightforward alternative available. My spouse would be willing to transfer to this practice, and those with complaints could consider moving to her current practice instead, where they might find their experience more satisfactory.

Hard to book appointments through phone queues

The surgery would benefit from additional clinical staff. Appointments are challenging to obtain during most periods, and the telephone lines are frequently busy in the mornings, making it difficult to book consultations. Patients should not experience delays in accessing care due to staffing constraints. Management should address these operational issues. Many of the reception team display unhelpful attitudes and lack the interpersonal skills required for their roles. There appears to be insufficient compassion and care demonstrated when interacting with patients.

Reception staff didn't seem well trained

The majority of the reception staff appear to lack competence in their roles. While I have not had direct interaction with them in person, my attempts to arrange medical appointments at this practice have consistently been unsatisfactory.

Reception staff were dismissive and rude

The clinical staff members consistently provide excellent care and attention, demonstrating strong professional standards and ethical practice. However, the reception team could benefit from improved interpersonal skills, as interactions often feel dismissive and unwelcoming. This is unfortunate as it detracts from the otherwise positive experience at the practice.

Impossible to reach by phone repeatedly

I have been attempting to contact the practice repeatedly over the course of a week, experiencing continuous busy signals when calling during standard hours. This morning, I tried calling earlier than usual, and after multiple attempts, I was eventually informed that appointments with the nurse practitioner are only available through calls made before a certain time, and that no availability currently exists. Due to these persistent difficulties in reaching the practice, I have decided to register with a different provider.

Reception didn't check patient records properly

This practice has been extremely disappointing. The service quality has been poor, and I have had concerning experiences with my care. For instance, I was managing a chronic condition and had been receiving medication from them for several months. When they conducted a routine blood test and called me in for a consultation, the clinician expressed concern about my results and asked whether I thought I might have the condition I was being treated for. This seemed illogical given that I had already been receiving treatment for this exact condition for months beforehand.

Reception staff attitude needs improvement

The clinical staff are wonderful people, however the reception team have a poor attitude that needs addressing. My family will not be returning until improvements are made to how the front desk team conduct themselves.

Dismissed without answers or any real support

I attended an appointment with my partner who had been experiencing chest discomfort alongside persistent coughing episodes. The coughing was severe enough to disrupt her sleep, with only a couple of hours possible each night, and the intensity of the coughing often made her feel nauseous. One night the coughing became particularly distressing, waking her and making it difficult for her to breathe properly. I suggested contacting 111 for guidance, and following that call, an ambulance was dispatched. At a subsequent scheduled appointment, the clinician expressed that an ambulance call was unnecessary for what they considered a routine cough and suggested it was likely a common illness circulating at the time. My partner underwent testing, and when the results came back without evidence of bacterial infection, she was discharged without any explanation, recommendations, or follow-up plan. I found the level of support and attention provided to be disappointingly minimal. I don't visit medical practices frequently, and experiences like this reinforce my reluctance to do so.

Receptionist dismissed concerns without proper examination

The healthcare provider suggested to my partner that they might have a serious illness without conducting any examination.

Reception staff were dismissive and made me uncomfortable

The clinical staff are lovely and very supportive. However, I have found the reception team to be unwelcoming, unhelpful and dismissive. I have experienced poor service from them and witnessed concerning interactions with other patients. The behaviour is disappointing. The reception staff appear to lack professionalism and compassion, often making patients feel uncomfortable through their manner of communication. They seem unsuited to their roles within the NHS. These team members would benefit greatly from training in customer service and how to interact with patients in a respectful and empathetic manner.

Reception staff went out of their way to help

What a wonderful experience I had at this practice. The staff member I saw was absolutely fantastic and genuinely takes time to help you properly. I cannot speak highly enough of the care and support provided, even just having someone to talk to made such a difference. Nothing was too much trouble for this caring professional. The reception team are equally helpful and go the extra mile to assist with appointments. This is a five-star practice and I couldn't ask for a better team. Thank you so much.

Friendly reception made switching practices easy

I recently registered with this practice after having a difficult experience elsewhere. The care I have received so far has been excellent, with a particularly welcoming and courteous reception team. I appreciate how smoothly the transition to this new practice has been.