The Family Practice

Impossible to book appointments with unhelpful reception

Disappointing experience at this practice. I have been a patient for two years and have struggled to secure appointments. There were concerns about patient confidentiality when a clinician disclosed information about other patients during a consultation. The clinician also questioned whether they were in an appropriate state to take the call given their workload at that time. While one receptionist has been helpful, others have become obstructive and dismissive when appointment requests are made. The practice appears to rely heavily on text-based communication for clinical matters, and I found the tone of these messages to be unprofessional and informal. Overall, I have felt unsupported throughout my time as a patient and have not received satisfactory resolutions to my concerns. Access to see clinicians remains difficult. I was informed that a response to my query would take several days. The level of service and professionalism has been consistently poor, and interactions with staff have often felt disrespectful and unhelpful.

Doctors don't communicate with each other

The experience was disappointing. The medical staff did not seem to listen to my concerns, and having multiple practitioners involved created confusion, as they appeared unaware of each other's treatment decisions. I felt patronised during consultations despite being an adult. The practice does not set up repeat prescriptions automatically, yet there was frustration when I missed a collection. The reception team's manner was unwelcoming.

Practice refused to see unwell young child

I was very disappointed that the practice was unable to see my young child who had a viral illness. I had to seek care elsewhere and have not yet received any follow-up communication from the doctor.

Switched practices and felt truly understood

Excellent practice with a compassionate and knowledgeable clinical team. I'm very satisfied with my decision to switch to this surgery.

Long-standing patient satisfied with helpful service

I have been a patient at this surgery for well over thirty years. Throughout my time here, I have consistently had positive experiences with all members of staff. The team has always been helpful and accommodating. While there can occasionally be delays when trying to reach the surgery by telephone, overall I am satisfied with the service provided.

Reception staff really helped when I couldn't visit

I'm not sure why this practice receives negative feedback, as they have consistently provided me with excellent care. The clinical staff have always been understanding, compassionate, and professional in their approach. I would highly recommend this practice, particularly the doctors and reception team, who have been incredibly helpful and supportive, including assisting me with phone calls when my health difficulties have prevented me from visiting in person.

Quick phone appointments made booking easier

Excellent practice. I wouldn't consider going elsewhere. Appointments are readily available and the telephone consultation service is wonderful, which works perfectly for my schedule. Hospital referrals are processed promptly when necessary. The reception team are professional and supportive. I have confidence in all the clinicians, though I have developed a particular rapport with one doctor who is consistently helpful and efficient. Prescriptions are dispatched to my chosen pharmacy without delay. I would strongly recommend this practice to others.

Caring staff who ask how you're doing

I have consistently had positive experiences at this practice throughout my time as a patient. The team demonstrates genuine care and consideration in their approach. They have been particularly excellent with my family members, and they regularly show interest in how we are managing overall, not just focusing on the immediate medical concern. There have been occasional minor concerns with reception staff in the past, but the remainder of the team provides outstanding service.

Felt respected and well looked after

I'm surprised by the negative feedback I've encountered, as I don't visit frequently but have consistently felt valued and well cared for during my appointments. The service has met my expectations, and I have no complaints. I would gladly recommend this practice to others.

Felt unheard and dismissed during appointment

Absolutely shocking experience at my appointment today!! I needed help and felt none was provided whatsoever. I also felt spoken to in an arrogant manner when I asked questions about what I should do regarding my health concerns. The clinician used to be pleasant but I feel they may benefit from some support themselves to be honest. I will be looking to change to a different practice next week if possible. I had only remained with this family practice because of my long-standing relationship with my previous clinician. JUST A SHOCKING EXPERIENCE!!!!!

Felt genuinely listened to during appointment

Excellent healthcare professional

Dismissive approach made me feel unheard

I was very disappointed with my experience at this practice. During my appointment, I felt dismissed when told that my concerns were simply age-related and advised to relax. However, I have been experiencing these issues for well over a decade, which makes this explanation difficult to accept. I have been unable to obtain my blood pressure readings or test results. Additionally, I noticed that my medical records were not readily accessible during the consultation. I found the overall management of the practice to be concerning.

Reception staff were helpful and polite

The practice has experienced some challenges previously, though there has been considerable improvement over the past couple of years. The front desk team demonstrates excellent efficiency and courtesy.

Repeat prescriptions keep falling through the cracks

Absolutely frustrating experience with my repeat prescription request, which still hasn't been processed despite waiting. This seems to be a recurring issue. The overall organisation appears quite chaotic, and I do sympathize with the front desk team who likely bear the brunt of complaints due to systemic inefficiencies. The clinical staff, however, have been consistently warm and supportive throughout my visits.

Couldn't get appointment when needed

This practice has not met my expectations. I have attempted to arrange appointments for my son on several occasions when it was important, but have been unsuccessful. The service has felt disorganised.

Hard to get appointments at this practice

Avoid! This practice has significant issues. Obtaining an appointment is difficult, and when seen, the consultation felt dismissive and I was concerned about the accuracy of the assessment provided. The overall standard of care fell short of expectations, and during a recent visit the usual nursing support appeared unavailable. The experience was disappointing, and I have since registered elsewhere, wishing I had made this change sooner.

Friendly receptionists made the whole visit pleasant

We were very satisfied with the care and guidance provided to both my family and myself by the medical staff. The practice is well-maintained and presented, and the reception team demonstrated professionalism, kindness, and thoughtfulness throughout our visits.

Couldn't get through on the phone

Quite unsatisfactory

Receptionists blocking access to appointments

I have been a patient at this surgery for ten years since relocating to the area. Following the change in practice name, my experience has deteriorated significantly. The clinical staff are excellent, however I have found the reception team to be problematic. They come across as unwelcoming when contacted by phone and act as a barrier to accessing medical care. I attended an appointment approximately a month ago regarding a health concern that required follow-up. I was advised to contact the surgery to report on my progress with the prescribed treatment. Unfortunately, the medication has not been effective and my symptoms have worsened. I have attempted to book a follow-up appointment daily for the past fortnight without success. When I do manage to reach someone, I am either kept waiting for extended periods or the call goes unanswered. On the occasions when contact is made, I am asked to call back at another time, leading to the same frustrating experience repeating itself. This issue appears to be affecting other patients I know as well. I believe the practice should reconsider its staffing decisions in the reception area. This situation has been genuinely distressing over recent weeks.

Friendly reception made the visit pleasant

Excellent