The Green House Surgery

Reception staff showed genuine compassion when I needed it

I wanted to share some positive feedback about a member of the reception team at The Green House surgery who was working on the front desk on a particular day. I was experiencing significant difficulties with my mental health and found myself unable to communicate with anyone. When I arrived at the desk, the receptionist showed exceptional compassion and immediately recognised that I was in distress and struggling to speak, particularly in front of the busy waiting area. Rather than making me feel uncomfortable, she quickly understood the situation and offered me access to a private space adjacent to reception where I could explain what was happening in confidence. I had been having a very difficult time and had attempted to seek support through online resources and other services, but found these options unhelpful. Phone contact had proven challenging as many services used automated systems, and I felt I wasn't making progress. I genuinely needed someone to listen and provide support before my situation deteriorated further. The receptionist treated me with dignity and understanding, providing the privacy and attentive listening I desperately needed. I truly believe her actions made a meaningful difference to me that day. I am now receiving proper support and moving forward positively. If this feedback reaches you somehow, I want to express my sincere gratitude for your understanding, your willingness to listen, and for handling the situation so professionally. The Green House surgery is fortunate to have you on the team, and I am grateful our paths crossed when they did. Thank you for your kindness and support.

Family felt heard and genuinely supported

My family made the decision to transfer our mother to this practice after seeing the positive feedback from other patients. I must say it was one of the best decisions we could have made, and we have nothing but tremendous praise for the entire team for the exceptional help and support they provided to our mother. Every medical practice should aspire to replicate the outstanding standards and organisation demonstrated by this surgery.

Reception staff were dismissive and unhelpful

I visited the practice on a Tuesday in February and found the receptionist to be unhelpful and unprofessional in their manner. I submitted a complaint to the practice regarding this experience but have not received any acknowledgement or response.

Loyal patient valued across generations

Excellent practice that I have been loyal to for many decades, with my family having been patients here for generations before me. The clinical staff, nursing team, and reception team have consistently demonstrated professionalism and kindness. Best wishes to everyone at the practice.

Records not updated and dismissive phone response

Following a phone consultation with a member of the clinical team, I became aware that my medical records contained outdated information. I contacted the practice the next day to discuss having these records corrected. During this conversation, I was informed that other healthcare facilities and departments located within the same building do not exchange information due to operating separate systems. I expressed surprise at this, as I had believed medical records were routinely shared between services for patient benefit. After voicing this concern, I felt that my subsequent attempts to communicate were poorly received. Although I tried to clarify that I was not blaming the staff member personally, I found the interaction to be dismissive in tone. The person I was speaking with appeared unable to understand my reaction and responded in a manner that felt defensive, using a curt phrase that I found disrespectful given my background. Additionally, when I offered a date relating to a procedure from my own records, this information was declined, with the staff member indicating they would need to contact the relevant department themselves to confirm what I had stated. I left the conversation feeling shocked and struggling to process what had occurred.

Friendly reception made the visit pleasant

Positive

Easy online booking and friendly reception staff

Excellent practice with friendly staff and great clinicians. The queuing system for phone calls, online booking options and the ability to schedule appointments at any time make this a particularly effective practice. By far the best NHS doctors practice I've attended.

Clean location but administration processes need improvement

Generally good with friendly, helpful clinical staff in a modern, clean location that is of easy access and conveniently situated, with additional services available on-site. The administrative processes have been inconsistent during my time as a patient over several years. Most recently, I raised a formal concern regarding the handling of documentation for a family member. During a telephone call made specifically to clarify the procedure, I received information that later proved inaccurate. The clinician processing the paperwork experienced technical difficulties with the file I had submitted. The management team requested supporting documentation as a prerequisite to addressing my complaint, despite this having been held on record for an extended period. I received multiple apologies and acknowledgements of errors, however there was no clear commitment to implementing changes or improvements as a result. Following repeated requests for procedural improvements and a period without further communication, I received a final response indicating no further discussion would take place. This prompted me to escalate the matter to external bodies who may be able to encourage the necessary reflection and service improvements. I approached this matter with courtesy throughout.

Friendly and approachable medical team

Excellent healthcare professionals.

Unresponsive to medical records requests and complaints

I would not recommend this practice based on my experience. I felt that end-of-life care was inadequate and that home visits were not offered when needed. There were several instances where I was dissatisfied with the clinical care provided. I found the experience distressing during a difficult time. I submitted a formal complaint several months ago and have not received a response to my knowledge. Additionally, I have encountered difficulties obtaining my medical records. A member of the reception team was assisting with this request some weeks ago, but the matter remains unresolved.

Friendly reception made the visit pleasant

Excellent welcoming and approachable experience.

Staff took time to listen and understand

I joined this practice in January, and to date I can only praise the practice. Reception staff, nurse practitioners, clinicians and healthcare assistants have all been professional and caring. Only this week, I have had the need to attend twice, and saw a member of staff who was very competent and helpful. Today I saw another staff member who took time to listen to my problem, and was very professional and understanding. Two lovely members of staff. I also like the online appointment system that is provided, and the text messaging reminders. A great practice that I would have no hesitation to recommend. Thank you.

Reception staff refused to listen to appointment request

I was removed from this practice's patient list in April 2017 by the management team. This occurred after I experienced pain and requested an in-person appointment. The reception staff indicated that only a telephone consultation was available, and when I expressed that this was unsuitable for my situation, the call was ended. This left me feeling I had no alternative but to visit the practice in person to arrange an appointment. I was then called into a private meeting with the management team, who appeared unwilling to listen to my concerns or assist me in obtaining an appointment. Instead, their focus seemed to be on removing me from the patient list, which they proceeded to do. Additionally, I felt that accounts of events were presented that did not align with what actually occurred. I had maintained a positive relationship with my GP prior to these events and believe this would have continued had it not been for the interactions with reception and management staff. I have attempted to leave reviews of this practice on previous occasions, but they have not been published, which I find puzzling. I have now been without local GP care for six months as a result of these circumstances. While I acknowledge that not all reception staff members handled my situation in this manner, I felt the approach taken was dismissive and unhelpful.

Friendly reception made the visit pleasant

Outstanding experience at this surgery. Much appreciated.

Long waits and feeling unheard by staff

Absolutely rubbish. I've got a long-term health condition and whenever I try to see someone, appointments are consistently running behind schedule. I'm sitting in uncomfortable seating for over half an hour waiting to be seen. When you ask at reception they say you're next, which doesn't seem accurate. You're actually next after someone who's next after someone else. When you finally see the clinician, they make you feel foolish as you explain your concerns and they appear to completely disregard what you're saying. I'm switching to a different practice as I'm very dissatisfied overall.

Friendly staff made the whole visit smooth

I have no complaints about this practice; they provide excellent care.

Hard to reach doctors despite capable clinical staff

This is one of the worst medical practices I have ever attended. The management appears to have excessive control over the clinical staff, though the doctors themselves are excellent once you actually manage to see them. I am very frustrated because I have a serious health condition and was left without my medication for two weeks. The reception staff take on additional clinical responsibilities despite not having complete qualifications, which I find concerning. There are a few exceptional reception staff members who deserve recognition. If you do get an appointment, be prepared to wait well beyond your scheduled time, sometimes significantly. I understand that medical professionals are busy, but the management style seems unnecessarily strict. A persistent issue is that even when medications are prescribed, there are problems with actually receiving them, which is deeply frustrating.

Friendly staff made me feel welcome back

I recently re-registered with this practice after being away for a couple of years and I'm pleased to have returned. The team here are all very friendly and welcoming.

Easy online booking and helpful reception staff

The online appointment booking and prescription ordering system works really well. The reception team is consistently helpful and accommodating. I've never experienced any difficulties when trying to secure an appointment.

Polite reception and efficient appointment booking

Excellent experience, courteous staff, prompt service, and helpful guidance provided. I am very grateful for the care received.