The New Coningsby Surgery

Friendly staff got me same-day appointments

I have had a positive experience with my practice. When I have contacted them on the last three occasions, I have been able to obtain same-day appointments. The staff who answer the phone have been friendly and helpful in addressing my concerns. I have been a patient there for 24 years. If my usual contact method is unavailable, I have an alternative option to reach them. On my last two visits, I was seen by advanced practitioners who provided excellent support and assistance.

Dispensary team showed genuine care and kindness

The pharmacy team provided wonderful support when I was going through a difficult period; their compassionate approach made a real difference to my experience. They remain consistently kind, friendly and attentive to my needs. Thank you so much x

Impossible to book appointments with short windows

I would rate this practice much lower if possible. Booking appointments is extremely challenging, with very limited availability windows and occasions when the system closes earlier than advertised. I have also experienced the appointment booking portal shutting down while I was in the process of completing my request. The clinical approach tends to focus heavily on medication as a solution, despite my repeated requests for alternative options. This pattern has continued despite my clear preferences being expressed multiple times. During one consultation, I felt the appointment was not handled well. The clinician arrived significantly late, yet became frustrated when the discussion extended slightly beyond the scheduled time. I attended seeking support for mental health concerns, but was told this could not be addressed. At another appointment, I did not feel my concerns were properly understood. The clinician attributed my physical symptoms to anxiety, which I felt was an inaccurate assessment of my situation, as I am able to distinguish between my different health issues. Due to these experiences, I have sought support through alternative healthcare pathways, as I have not felt treated with appropriate care and respect during my visits to this practice.

Phone booking system leaves you frustrated

The service feels to have lost its personal touch. There is no option to book an appointment by telephone. When attempting to call and explain your concern, you are interrupted and directed to use the online booking system, which is only available during a limited early morning window. This approach is quite disappointing.

Unhelpful appointment left me waiting through the weekend

I've been quite unwell recently and struggled to get an appointment with a clinician. When I finally managed to see someone, I found the experience disappointing. I felt the consultation was rushed and unhelpful, with little engagement or concern shown. The support staff and other team members were notably more attentive and took time to listen, which I appreciated. The contrast in care was striking and left me frustrated. While I understand many practices face challenges, I do expect a reasonable standard of care. Unfortunately, I was left to manage significant symptoms including dizziness and head and neck pain over the weekend without proper support, as the appointment system wasn't available until Monday. Overall, I found this experience unsatisfactory.

Friendly staff made us feel welcome

Both my spouse and I are very pleased with the service and staff at this surgery. The team members are genuinely friendly and welcoming.

Staff stayed helpful despite being busy

I was pleasantly surprised by some of the feedback on here! The team members are consistently helpful, even during their busiest periods. My experience was positive overall. I was able to get an appointment within the same week for my concern and was seen by a clinician who was warm and attentive, taking time to listen to what I had to say and addressing my issue effectively.

Online-only access makes appointments difficult

All interactions with the practice are conducted online. Obtaining an appointment to see a clinician is extremely challenging. The ask-a-clinician service operates during a limited morning timeframe, though I have not experienced difficulties when requesting repeat medications.

Phone appointment redirected to walk-in centre instead

I underwent a surgical procedure at a specialist facility following a referral from my healthcare provider. Post-operatively, I was instructed to contact my GP practice for a follow-up appointment and dressing change. When I called to arrange this, I was directed to attend a walk-in centre instead. This redirection was unexpected, as I had been specifically advised by the surgical team to seek GP care. I am currently seeking clarification from the surgical team regarding this matter. I found the experience frustrating.

Reception staff were unhelpful and dismissive

I had a very disappointing experience.

Reception relayed messages instead of doctors calling back

The practice appears to have declined since experienced clinicians departed. I was seen by a clinician who I felt did not listen adequately and made diagnoses that I disagreed with. The consultation focused on lifestyle factors including diet and exercise, which I felt were not appropriate to discuss given that I was experiencing nausea and pain in my legs and ribs at the time, making physical activity difficult. My leg and rib pain persisted, and when physio was recommended, no examination of my legs was performed beforehand. When I raised concerns about my rib pain, communication came through administrative staff rather than directly from a clinician, and arranging the physiotherapy referral seemed to require considerable effort. I was offered a follow-up appointment with the same clinician, which I chose not to attend due to concerns about being heard during consultations. I was then informed that no alternative appointments were available. However, when my son called the same day reporting illness, he was seen as an urgent case and was assessed by a different clinician the same day. The practice would benefit from clinicians who prioritise listening to patients and demonstrating genuine care for their wellbeing.

Reception refused appointment for elderly patient

If you are over a certain age, you may find this practice unhelpful. The medical staff appeared disinterested when my elderly relative sought care and suggested she attend hospital rather than arranging an appointment. I found this approach disappointing and feel the practice's standards are questionable. I intend to escalate my concerns through appropriate channels.

Struggled to get an appointment slot

I needed to arrange an appointment to see a healthcare professional at the practice.

Kept waiting despite being the only patient

I attended an appointment at the scheduled time but was called in several minutes later despite appearing to be the only patient present. The consultation was disappointing overall. I felt the clinician was dismissive, curt, and lacked warmth in their approach. The manner of communication felt patronising and made me feel unheard. I believe this practitioner would benefit from additional training in patient communication and compassionate care.

Receptionist went above and beyond with help

I have just been away with my mum who is currently receiving palliative care. We were told that she needed to register with a surgery near where we were staying and for them to refer her to the district nursing team. I phoned one surgery a few days before we left and the receptionist was rather unhelpful and said I would need to call in and it could take five days for it to go through. We were only going for five days so that wasn't particularly practical for us. I was going to have to try elsewhere as I wasn't confident about other options available. Once we arrived at our accommodation I searched for a surgery again and another practice came up first so I gave them a call. How refreshingly different they were. The receptionist was courteous and supportive, she said to call in and fill in a form and they would handle the rest. I called in and spoke to a member of staff who gave me a short form to complete with a few details and said that she would sort out the remainder. An hour later this staff member phoned me and informed me that everything had been arranged. She passed on the number for emergency contact and that was that, all done. Thank you to the staff member and everyone at the surgery for putting our minds at ease and allowing us to enjoy a much needed break.

Online booking system closes too early

The practice relies heavily on an online appointment system that closes at 10am each day, though it may shut down earlier if demand is high. This approach makes it difficult to secure appointments, which likely contributes to pressure on emergency departments when patients cannot access primary care. The compensation structure for GPs seems disproportionate to the level of service provided.

Struggling to get an appointment for months

It has been extremely difficult to obtain an appointment with a clinician, and despite having a health concern that began several months ago, I have yet to receive a consultation or any resolution to my issue.

Phone appointments don't address underlying health issues

I have been registered with this practice for several years but have never managed to see a clinician in person. My ongoing health concerns have remained unaddressed throughout this time. When attempting to book an appointment by phone, I felt discouraged and unwelcome, and the appointments offered were conducted remotely with a focus on managing immediate symptoms rather than investigating underlying causes. The situation has been frustrating enough that I have resorted to obtaining private prescriptions to maintain my ability to work, as I have found the process of contacting the practice too distressing to repeat.

Missed calls and unavailable portal requests

I have had a disappointing experience at this surgery since relocating to the area. I had to raise concerns before receiving a cervical screening, despite having a background of abnormal findings. Additionally, my daughter was scheduled for a telephone consultation at an evening time, but the call never came through, and I was unable to contact the surgery during those hours. When I checked the patient portal the following morning, I discovered that the request function was not working.

Surgery rarely answers phone or follows up

Extremely disappointing experience at this practice. Getting through via the online appointment system is very difficult, as despite advertised availability during specific times, the practice frequently appears to be closed even within those stated hours. There is rarely a doctor physically present at the surgery, so when contact is eventually made, it is typically with nursing staff or a nurse practitioner (who are generally pleasant and professional, but are not doctors). When speaking with these staff members, they often indicate they are unsure and will consult with a senior colleague before getting back to you, though follow-up communication frequently does not materialise. I am still awaiting a response from several months ago. On the rare occasion an appointment with a doctor is secured (which is usually conducted remotely rather than in person), there is no guarantee they will be ready at the scheduled time. I have had to call multiple times to establish what is happening with my appointment after waiting well over an hour past the allocated slot, with no prior notification or apology. This contrasts sharply with the practice's own policy, where patients arriving significantly late would not be seen, yet this standard does not appear to apply consistently to staff.