The Gables Medical Group

Reception rudeness undermines an otherwise solid practice

The medical care provided at this practice is generally of good quality, but there are concerns about the reception area that warrant attention. Some members of the front desk team can come across as unwelcoming and dismissive, which creates an unfortunate initial impression for patients who may already be feeling vulnerable or stressed. A healthcare practice functions as an interconnected environment where difficulties at the front desk have the potential to influence the broader workplace culture if left unaddressed. I would encourage the leadership team to give this matter early consideration to prevent it from becoming a more widespread issue that could affect the overall standard of care. Patients should receive a better experience, and this practice has the capacity to deliver it.

Practice refuses phone appointments for prescriptions

The practice does not offer telephone appointments and is unwilling to manage ongoing prescription requests. There were concerns about communication with external healthcare providers regarding medication needs. I experienced chest pains, dizziness and shortness of breath leading to falls, yet felt the practice was not adequately responsive to these symptoms. A request was made for repeat medication through another healthcare service, but without access to telephone consultations, this could not be resolved efficiently. The overall experience was very disappointing. I would caution others, particularly those with additional healthcare needs, about choosing this practice.

Receptionist turned away patient in severe pain

Experienced a significant ear condition causing considerable discomfort over the weekend. Attempted to access online booking but found the service unavailable during weekends. Arrived at the surgery at 09:00 on Monday morning and, while in considerable pain, pressed the bell for reception assistance. The response was abrupt, and I was informed that appointments could not be made without advance booking through the online system, as walk-ins were not accepted. Made another attempt to use the online booking system via mobile phone, but it remained inaccessible. Eventually managed to be seen at the Urgent Care Unit at a nearby hospital. By this point, the condition had deteriorated significantly, leading to a referral to a specialist clinic, with the earliest available appointment being the following day. After a difficult night without sleep, the specialist advised that earlier intervention would have been beneficial. The overall experience fell short of expectations.

Receptionists friendly and staff genuinely caring

I have been a patient at this practice for approximately 26 to 27 years, along with members of my family. I must respectfully disagree with some of the negative comments I have read, particularly those describing the clinical staff as poor, as this does not align with my own experience. Over the many years I have been attending, I have witnessed various practitioners come and go, yet I have never experienced any issues. The team has consistently been excellent, demonstrating genuine care, dedication, and a willingness to help, whether providing medical treatment or simply offering advice when needed. The mental health services have also been outstanding whenever I have required them, with staff always responding promptly and providing support. The reception team have invariably been friendly, helpful, and professional, and the nursing staff have been equally impressive. I genuinely cannot find anything negative to say about any of these staff members. I have read some comments criticising the clinical team, but I find these assessments to be inaccurate based on my personal experience throughout my years as a patient. I have consistently found the clinical staff, receptionists, mental health team, and physiotherapy services to be excellent, and we would never consider changing practices. I believe all staff members deserve recognition for the work and care they provide. I have found that I am finally able to open up and discuss my health concerns with confidence, knowing I will receive the best possible help and guidance. I would rate these staff members extremely highly. However, patients should understand that the practice serves thousands of patients with limited appointment slots available, both for telephone and face-to-face consultations. This is not a failing of the clinical or administrative staff, as they must operate within NHS guidelines. I am extremely satisfied with the care provided by the clinical staff, nurses, mental health team, physiotherapists, and all other team members, but it is important to remember that they are not miracle workers. They do their very best to serve and provide care to their patients.

Staff put me at ease during routine appointment

I have consistently had positive experiences at The Gables whenever I have needed their services. Today's visit was equally satisfactory. I attended for a routine screening appointment and was seen by a member of staff who was excellent. They immediately helped me feel at ease, maintained a friendly conversation throughout, clearly explained what would happen, ensured my privacy and dignity were respected, and made the entire procedure feel comfortable and relaxed. If all screening appointments were conducted with such attentiveness and professionalism, attendance rates would likely be much higher. I am very grateful for the care I received.

Online booking system caused unnecessary frustration

I attempted to book a routine appointment for my son by phone, but was informed that all bookings must be completed online. When I mentioned that I was experiencing numbness in my hands, I was advised that my son could complete the booking during his lunch break instead. The online booking system proved problematic and wasn't functioning properly for me. When I contacted reception for assistance, I was told the system was working fine from their end. After spending considerable time trying to complete the booking, I eventually secured an appointment, though it wasn't at a time that suited my schedule. A straightforward telephone booking would have taken just a few minutes to arrange. While I understand these online systems are intended to improve efficiency, in this instance they seemed to have the opposite effect. I felt that the staff were unwilling to provide support or make exceptions, which left me feeling quite let down and frustrated with the overall experience. 😞

Telephone appointment provided helpful and positive advice

I had a very satisfactory telephone appointment. The advice given was beneficial and I felt my health concern was addressed in a helpful and constructive manner. I have subsequently been referred to a specialist at the local hospital.

Long waits on phone to book appointments

After receiving a letter requesting an annual respiratory review, I contacted the practice to schedule an appointment with the nursing team. When I called the following day, I waited over half an hour before speaking to reception staff, only to be told to call back as no slots were currently available. Later that afternoon, I attempted again and was placed on hold for nearly three-quarters of an hour before the call disconnected. This experience was deeply frustrating and fell well short of what I would expect from the service.

Booking system makes getting appointments difficult

The clinical staff are satisfactory, provided you manage to reach them for a consultation. Telephone appointment booking is unavailable, with the online system being the only option, which lacks clarity in its process. The reception team appears to prioritise administrative procedures over patient-centred care.

New booking system works really well

I have been a patient at this practice for over two decades and have consistently had a positive experience. The team members are friendly and approachable. They always make time to listen and ensure you don't feel hurried during appointments. A new appointment scheduling system has been introduced recently, which I find functions effectively. While any change requires adjustment, this one has worked well for me.

Receptionist refused phone booking without computer access

I attempted to schedule an appointment but was informed by reception staff that bookings must now be completed through the online system. When I requested to arrange this by telephone instead, I was advised that this option was no longer available and was told to contact them once I had access to the necessary technology.

Polite staff working hard in difficult circumstances

I genuinely don't understand why rudeness towards staff is considered acceptable. The team members are doing their utmost and frequently encounter individuals who are discourteous. Criticising the NHS appears to have become a common activity. I'd like to offer a different perspective: as a relatively recent patient, I've been genuinely impressed by how courteous, skilled, compassionate and attentive every member of staff has been. They operate under challenging and demanding conditions yet continue to perform excellently. I'm truly appreciative of the care I've received. My sincere thanks to everyone. You're all doing a wonderful job.

New form makes booking even more frustrating

The practice has consistently fallen short of expectations, and the situation has worsened since introducing their new form system. The administrative team appears unable to manage phone inquiries effectively and seems unwilling to provide assistance. I invested considerable time completing their form only to receive an appointment at a time I had explicitly stated was unsuitable. When I requested help rescheduling, they declined to accommodate this. I have concerns about how vulnerable patients, particularly older individuals who may struggle with form completion, are expected to navigate this system. Additionally, there have been instances where I felt the clinical advice provided was inadequate, with what appeared to be over-reliance on generic information sources rather than personalised professional judgment.

Phone lines need better answering

It would be helpful if the telephone service were more responsive rather than disconnecting calls.

Frustrating results retrieval process online only

It's a medical practice. Quite frustrating overall. You're informed you can call to obtain your results. However, the response is simply to direct you to the online portal instead.

Phone staff dismissive about handling queries directly

I found the customer service experience quite frustrating. When I called, I felt dismissed and was repeatedly directed to use the website instead. However, not everyone prefers to manage things online and some people simply want to speak to someone over the phone. I was told my query couldn't be handled through that channel and that I would need to use the website. I pushed back on this, having already spent considerable time on the call, and eventually the staff member agreed to assist me directly. It seemed like this could have been resolved from the start if the initial approach had been more helpful and accommodating.

Clean facilities and quick appointment access

Visited the dental practice located within the facility and received outstanding service. The environment was immaculate and well-organised, with no waiting time experienced. Excellent experience overall.

Reception staff were helpful and friendly

The practice is acceptable.

Struggled to get face-to-face appointment

I've been struggling to secure an in-person appointment after several weeks of attempts, and I've had to settle for a telephone consultation instead. It's difficult to address my concerns effectively through a phone call. I've previously experienced delays in arranging imaging for my back, and it took over a year to progress matters following an initial assessment where I was advised everything was satisfactory. My private physiotherapist has been instrumental in helping me move forward. The practice appears to have declined in quality, and I've also noticed that patients no longer receive their test results as they once did. I'm considering switching to a different practice.

Patient care that really listens

Consistently outstanding experience as a patient.