Haymarket Health Centre

Patient Experience Summary

Feedback reflects a mixed experience across the practice. Clinical care consistently receives praise, with patients highlighting professional, attentive, and compassionate consultations where clinicians listen carefully, provide thorough examinations, and offer reassurance during procedures. Reception and booking experiences present significant challenges, with patients reporting difficulty reaching the practice by telephone due to lengthy queues, limited appointment availability, and extended waits for callbacks. Communication barriers persist, particularly for patients with accessibility needs, with limited alternative contact methods beyond telephone and online forms. Prescription processing and referral handling emerge as recurring concerns, with delays in issuing medications and unprocessed referrals affecting patient care continuity. Some patients report feeling dismissed or not taken seriously when accessing appointments, whilst others praise the welcoming environment and courteous approach of reception staff. Digital communication options, including text messaging and online portals, are valued by those who can access them, though these do not meet all patient needs.

When patients successfully secure appointments, the care experience is generally positive, with clinicians demonstrating genuine commitment to understanding concerns and providing appropriate follow-up. However, systemic issues around appointment access, communication methods, and administrative processes create barriers that undermine overall satisfaction. The practice appears to be working to improve services, with some patients noting recent positive changes, though challenges remain in ensuring equitable access and timely processing of prescriptions and referrals.