The Headland Medical Centre

Staff showed little empathy towards disabled patients

I have serious concerns about the care my disabled mother has received at this practice. She has consistently felt treated without compassion or understanding by one of the clinicians, who appears dismissive of her physical health concerns. This clinician seems to lack recognition of mental health conditions as legitimate medical issues, which raises questions about their suitability for general practice. My mother eventually obtained a diagnosis through the NHS, but felt this came despite rather than because of her care at this surgery. She has also had negative experiences with another clinician at the practice, who suggested she choose between treating two separate conditions rather than offering appropriate management of both. This approach felt unnecessarily restrictive and not in her best interests. Both clinicians have demonstrated a lack of warmth and empathy towards patients experiencing distress or pain. The overall quality of care has fallen short of what I would expect from a medical practice. Given the pattern of concerns raised by patients about this surgery, I believe there are significant issues with the standard of care and patient experience being provided.

Doctors ignored hospital recommendations and lacked empathy

I have found the clinical staff here to lack empathy and understanding of what patients require. Even when correspondence arrives from hospital services containing recommendations, these do not appear to be acted upon. It seems patients are subject to practice protocols that restrict the prescribing of certain medications, with alternative options typically offered instead. Due to these concerns, I am seeking to register with a different practice, although I do appreciate the convenient location of this surgery.

Doctors dismissed my mental health concerns

I have only seen two practitioners at this surgery and found both of them to be unhelpful and dismissive. They did not appear to listen to my concerns and seemed to brush aside what I was saying. When I raised mental health matters, these were not taken seriously and I felt my experiences were not believed. I do not feel they provided the standard of care I would expect from medical professionals.

Difficult to reach a doctor by phone

It is very difficult to obtain a consultation with a clinician. The practice appears to prioritise deflecting patient requests rather than facilitating appointments.

Friendly staff made the blood test easy

Attended for a blood test and found the staff to be very welcoming and pleasant.

Quick reassurance helped calm my nerves

Attended the medical center for a minor surgical procedure on my foot, which was my first experience with surgery. The appointment was quick, lasting only a short time, and the team members were approachable and supportive throughout (I was quite anxious beforehand). I was seen promptly by a healthcare professional who provided reassurance and put my mind at ease, which proved to be exactly what I needed. I'm grateful for the NHS and the dedication of everyone working there ❤️🙌

Reception attitude made me call elsewhere

Attempted to book an appointment today and encountered an unhelpful attitude from the reception team, which led me to contact an alternative service instead. There is a notice at the practice regarding staff conduct, though my experience suggests concerns may extend in different directions than indicated.

Reception staff dismissive and unhelpful on phone

I have found the clinical staff here to be less attentive than I would hope. At this point, I feel reluctant to make contact as I worry my concerns won't be addressed. I have experienced interactions that felt dismissive, and I don't feel heard during appointments. This leaves me feeling disheartened about whether I will receive the support I need. I question the value of attending when my issues don't seem to be taken seriously. The reception team's approach has been problematic. They appear to prolong calls unnecessarily and seem to approach interactions confrontationally, as though they are dealing with frustrations from elsewhere. One particular team member has been especially difficult to work with. Staff with this demeanour should not be in roles involving patient contact, particularly when dealing with vulnerable individuals managing mental health conditions or other medical concerns, as this can be counterproductive to their wellbeing.

Couldn't get through on the phone

The service provided fell well short of expectations, which is disappointing given what patients contribute to the system.

Frustrated by Covid messaging and brief appointments

The practice seems overly focused on one particular health concern, with automated messages repeatedly mentioning it. This is the worst medical practice I've attended. There are two clinicians here, and one of them frequently cuts me off mid-sentence, which comes across as disrespectful. I pay my contributions and feel that a two-minute phone consultation is inadequate for proper care. I'm dissatisfied enough to consider changing practices.

Struggling to book appointments and get support

Since the pandemic, it has become increasingly difficult to secure an appointment to discuss any health concerns. The interactions I have experienced have felt dismissive and unwelcoming, with clinical staff appearing hurried and eager to end conversations. I have found the overall standard of care to be disappointing, particularly for patients who are seeking genuine support with their health issues.

Medication stopped without proper explanation

Having significant difficulties with my legs, I was previously prescribed medication that provided relief from the discomfort. However, the practice is now unwilling to continue this treatment. I am considering obtaining an alternative medical opinion and may look into changing my healthcare provider.

Dismissive approach to mental health support

I attended an appointment at this practice regarding my mental wellbeing. The clinician expressed reservations about pharmaceutical interventions, despite my existing treatment, and declined to provide support beyond offering contact details for alternative services.

Helpful staff made all the difference

The medical team and support staff were wonderful and helpful.

Receptionists were helpful and same-day appointments available

I relocated to this area from the Midlands a couple of months ago and joined a local practice. I can genuinely say that the care I have experienced has been exceptional. Nothing seems to be too much trouble. The clinical staff are excellent, the nursing team is outstanding, and the administrative team are courteous and supportive. I am truly impressed. It is reassuring to feel that you are receiving proper care and attention. I also appreciate that same-day appointments are available when you are unwell, rather than having to wait several weeks or navigate difficult interactions with reception staff. It is wonderful to have found a practice that genuinely puts patient needs first in every respect. Thank you to the practice for providing such a positive experience.

Walk-in system means seeing someone today

I really appreciate the walk-in system here. I experienced something similar at a previous practice, where mornings operated on a first-come-first-served basis and afternoons had scheduled slots for those who needed them. Being able to see someone on the same day you're unwell, rather than waiting weeks, makes a real difference. The wait times have always been reasonable for me. The entire team—clinical staff and reception—are genuinely pleasant and respectful. They don't pry into your reasons for visiting; they simply take your details and let you wait comfortably.