The New Coningsby Surgery

Couldn't get through on the phone

I'm struggling to understand why this practice remains open. The service provided was unhelpful and disappointing. It appears the staff are not genuinely focused on patient care.

Online booking led to prescription without appointment

I found the service to be very disappointing. When I attempted to book an appointment online regarding a skin concern, the practice responded after several days with information about a prescribed treatment. This created confusion as I was uncertain about where to collect the medication, resulting in multiple trips between the pharmacy and practice. I had previously mentioned in person that this skin issue was significantly affecting my attendance at school, which is a serious matter given my upcoming exams. Despite this conversation, I was unable to secure an appointment when I tried to book one online. When my parent contacted the practice by phone, they were told on consecutive days that no appointments were available.

New patient welcomed with helpful online system

We are new to this practice and have found both the team and the digital platform to be extremely supportive. The staff members are friendly, accommodating and empathetic, and despite the high volume of patients they manage, they remain willing to assist wherever possible.

Refused appointments and medication without any communication

Since relocating to the area in April, I have experienced repeated refusals for medical appointments and have had essential medication discontinued without proper consultation or explanation. Much of this medication is critical to my health management and its sudden cessation has caused me significant concern. The surgery has continued to decline providing care, and despite multiple issues, there has been no meaningful dialogue with me. During a telephone call from a withheld number, the clinician did not introduce themselves and opened the conversation abruptly. When I raised concerns about how the call began, they disputed my recollection and suggested I had misremembered. Upon mentioning that the call was being recorded, the response became dismissive and I felt my concerns were not taken seriously. I have had no further contact from the surgery since April, and my health has noticeably deteriorated during this period due to the lack of ongoing medical support. If you require urgent medical assistance, I would recommend seeking care elsewhere rather than relying on this practice.

Couldn't get through on the phone

The practice did not meet my expectations.

Friendly staff went the extra mile today

An excellent service as usual, but today they really surpassed themselves. The reception staff were welcoming and approachable, and the pharmacy team were particularly helpful and went above and beyond to assist me. Much appreciated.

Long waits with no apology offered

Avoid the nurse practitioner role at this practice. I experienced a significant wait of around 45 minutes despite arriving for my scheduled appointment and observing no other patients being seen beforehand. No acknowledgement of the delay was offered. I found the manner dismissive and felt the health guidance provided was inaccurate and concerning. The clinical knowledge demonstrated raised questions about safety. I note from other feedback that similar concerns have been raised repeatedly over an extended period without apparent resolution.

App switch left me unable to book appointments

I previously used a GP app, but after changing my phone, I was directed to use a different app instead, which has proven quite restrictive in terms of functionality. I'm unable to book appointments or access the features I need. When I contacted reception to inquire about my original app no longer working, the response was simply that it's no longer available. I found this explanation rather unhelpful.

Impossible to get appointments when needed most

I found it extremely frustrating with how my partner was treated during her pregnancy, particularly regarding the difficulty in obtaining appointments. Whenever she called during morning hours, she was repeatedly informed to try calling the following day due to lack of availability. On one occasion when she was experiencing concerning symptoms, she was not given the opportunity to fully describe what was happening before being told to ring back the next day. When she subsequently requested to speak with management, she was informed someone would contact her, but this call never materialised. Fortunately, an alternative healthcare service recommended she attend an emergency department where her concerns were properly addressed. I had considered switching to a different practice but have decided against this and requested to remain with my current provider. I intend to lodge a formal complaint through the appropriate channels. I have noticed numerous similar accounts of unsatisfactory experiences, and I believe this matter warrants proper review.

Reception dismissal left me without proper referral

Extremely disappointing experience at this surgery. Following a particularly severe five-day episode of a chronic condition I have managed for many years, I was told the issue might be something entirely different. Completely shocking. I was then asked about my employment status, and when I confirmed I was working, was advised to seek private treatment and referred to a specialist, which I had to pay for myself. The specialist I saw privately expressed surprise at the approach I had received at this practice, suggesting this may be standard procedure here. More recently, I was informed that musculoskeletal services would not accept a referral for a mobility issue affecting my ability to walk, and a telephone appointment was arranged solely to communicate this refusal. I feel I would have received more helpful assistance from other local services.

Reception staff laughed off administrative error

Disappointing Experience with Maternity Service Handling I contacted the practice this morning regarding a pregnancy-related matter and found the response concerning. Initially, I was informed that the practice could not assist with this type of enquiry, which seemed to suggest a lack of appropriate services. An incorrect registration link for prenatal care was subsequently sent to me via text message. When I followed up after waiting approximately an hour, the error was acknowledged, though the manner of the acknowledgement felt dismissive. There was no proactive communication about the mistake or offer of alternative support. Overall, the handling of my enquiry lacked the level of professionalism and compassionate care I would have expected when dealing with pregnancy-related matters.

Reception staff were dismissive about my medication needs

I found the review to be extremely disappointing and felt the staff interactions were disrespectful. I have been a patient for several years but have struggled to access appointments with a clinician. Despite managing multiple ongoing health concerns, I experienced a concerning interaction regarding my regular medications. I felt anxious about the possibility of medication changes being made without proper consultation, particularly given the sensitivity of my prescriptions. Since this experience, I have been dealing with significant emotional difficulties and feel unsupported by the practice. I am very dissatisfied with the level of care and access to appointments, and I have decided to seek healthcare elsewhere. I feel let down by the service and worried about managing my health going forward without proper medical support.

Poor communication between departments causes frustration

Disappointing medical care experience I would caution against seeking treatment at this location. The practice appears to prioritize financial considerations over patient care. While individual staff members demonstrate commitment, systemic issues seem to originate from management level. There appears to be poor internal communication and coordination between different departments. The numerous negative patient accounts suggest significant operational problems that require urgent attention. I must also note a recent frustrating experience regarding administrative coordination. I was requested to provide several days of blood pressure readings for an appointment review. Despite being physically present at the practice and already in the consultation room, I received a message asking me to submit the same blood pressure readings. This type of basic administrative oversight is concerning and reflects the broader organizational difficulties at this practice.

Appointments delayed and concerns ignored here

I relocated to the area and decided to register with the local surgery to make appointments more convenient and accessible. However, I've found the experience disappointing and wonder if I should have remained with my previous practice. The appointments I've been able to secure have consistently run significantly behind schedule or felt dismissive. By dismissive, I mean that I've only been permitted to address one concern per visit due to the time constraints, with what appears to be a very limited allocation per patient. While I understand the pressures of a busy schedule, on one occasion when the surgery was quiet and I was seen ahead of time, I felt an exception could reasonably have been made, particularly as my two issues were interconnected. Instead, I was required to prioritise just one. Additionally, when a hospital requested that my GP refer me to a particular specialist, the practice chose to disregard those instructions and arranged a referral to a different service based on their own judgment, rather than following the recommendation made by the hospital specialist.

Lengthy waits and poor communication from reception

I am extremely disappointed with the standard of care provided at this practice. The appointment availability is problematic—if a suggested time slot does not work for you, obtaining an alternative can take several days or weeks, and even receiving a response to requests is slow. Communication overall feels inadequate. When consultations do eventually occur, the approach appears superficial, relying on basic information rather than thorough investigation, which feels like something one could research independently at home. Rather than conducting comprehensive investigations into health concerns, the practice seems to adopt a trial-and-error approach with medications, hoping that various treatments will eventually prove effective. In my case, despite having a thyroid-related concern, I received only a standard screening rather than more detailed testing, despite the initial results being unremarkable. Instead of identifying the underlying cause, I was prescribed one medication, then another, with limited explanation of the reasoning. When I questioned this approach, the response suggested simply observing whether treatments would help. Following a lack of improvement, I felt compelled to lodge a formal complaint and subsequently sought private healthcare to receive what I considered more appropriate care. Even routine blood tests involve lengthy delays, and testing facilities are not conveniently located but situated in a different area. The organisational inefficiency is striking. The system appears to contribute to NHS pressures—patients experience repeated appointments and referrals, which perpetuates waiting list issues. If patients were assessed and treated promptly with proper diagnostic focus, waiting times might reduce significantly. My previous experience with healthcare systems elsewhere has given me perspective that the current approach here could benefit from examining practices used in other countries. I cannot recommend this practice to anyone who prioritises their health.

Unhelpful reception staff made appointment difficult

I would recommend considering alternative practitioners at this surgery.

Same day appointments when you need them

I recently registered with this practice after relocating to the area. Despite having some initial reservations based on what I had read, I decided to give them a chance. I have been thoroughly impressed with their service. When I have called to request an appointment, I have been able to see a healthcare professional on the same day. The level of care and responsiveness has been exceptional.

App booking system frequently unavailable during stated hours

Would give 0 stars if I could. Too many problems and issues, but here's the short version. The online appointment service rarely gives you the option to actually request an appointment - the surgery themselves turn this option off early a lot of the time, or sometimes don't open it at all. Says open from 6-10am, 3 mornings on the trot have tried continually since 6am - no appointment service available. Clearly hardly any availability for actual clinicians, and the practice need to address why. Administrative processes are very poorly handled - I've had samples go missing, no record of referrals meaning it can't be followed up and had to be started again, but then you can't get an appointment, so impossible. I've not had a consultation yet that doesn't involve being talked over, having words put in your mouth and having incorrect medical notes recorded based on what was said to you rather than what you actually said, isn't interested or has the time to hear about the medical history that's vital to your current issue. The approach is condescending and invalidating, especially when you try to reach out for serious help in person. I've tried raising concerns with the practice management on numerous occasions regarding the above issues, and there is no accountability for the mistakes and dismissive nature throughout this practice. I was spoken to quite aggressively in a very defensive way. There are clearly deep issues with the managing of this practice and the retention and availability of clinical staff, and it comes across that way from any member of staff you interact with. This practice is well below par in every department. Even just collecting sample bottles that had been issued was difficult, as there were no notes to this effect, so I was questioned and dismissed before they eventually realised this was after my first set of sample bottles going completely missing. I've had ongoing medical concerns for a while and just can't get seen or heard. I will be looking to move practices as soon as possible. Don't waste your time with one.

Reception team were patient and helpful

Consistently demonstrated patience and a helpful approach throughout my interactions.

Well organised flu and covid clinic with friendly staff

What a wonderful group of dedicated professionals work at this practice. Every member of the team, from those at reception through to clinical staff and administrative personnel, are genuinely caring individuals who consistently go the extra mile for their patients. The recent vaccination clinic was excellently run, with impressive organisation, smooth operations, and a warm welcome extended to everyone attending. These clinics represent a real commitment from staff who volunteer their time to support patient health and wellbeing. Well done to everyone at the practice – you truly are an exceptional team. Please continue with this outstanding level of service.