The New Coningsby Surgery

Staff listened and showed genuine compassion throughout

I have been experiencing significant health challenges during my pregnancy and the team at this surgery has provided excellent support. I find the clinical staff to be genuinely caring and compassionate in their approach. The main aspect I would improve about this practice is the online consultation service, as I would prefer the option to speak with a receptionist instead. Additionally, the limited availability window for this service means I frequently miss the opportunity to use it.

Reception dismissed concerns without proper listening

This practice has been disappointing. I attended several weeks ago regarding a scalp concern that appeared infected. I was informed that no infection was evident, even though my daughter was able to extract material from the area. The issue persists, though my daughter is gradually addressing it through various home treatment approaches. Additionally, we have experienced unsatisfactory care regarding my son's needs. During a recent visit when he was experiencing significant distress and had engaged in self-harm, the response we received felt dismissive and unhelpful.

Couldn't reach GP when phone advice was needed

I was unable to obtain telephone guidance from clinical staff when I requested it. This led to me contacting the out-of-hours service, which resulted in a lengthy wait for emergency transport and subsequently a considerable delay before being assessed at the hospital. I feel that had I been able to speak with my GP practice and potentially receive an in-person appointment, the situation could have been resolved more efficiently without placing additional strain on emergency department resources. A member of hospital staff made a comment expressing concern about current pressures within the NHS.

Practice seemed dismissive about mental health support

I lack confidence in this practice and tend to avoid attending appointments as the clinical staff do not appear competent. When consultations do occur, the healthcare professionals seem unhappy and disengaged. The support offered for mental health concerns is inadequate, with staff appearing dismissive of these issues.

Staff respond helpfully through online messaging

I'm puzzled by some of the negative feedback I see posted here. Since relocating to the area, I've required considerable support and have found the team to be excellent. I've utilised the online consultation service on numerous occasions and consistently receive useful responses within the same day, often followed by a telephone call. Those leaving critical reviews might benefit from recognising the efforts of the staff members involved. It appears some individuals are inclined to focus on grievances rather than acknowledging when things go well.

Booking chaos and unwanted video calls

I would rate them lower if possible. I was instructed to call six weeks in advance to schedule an appointment, only to be told on two separate occasions to ring back the following week. The service was extremely disappointing. The clinical staff appeared to prefer conducting consultations via video rather than in-person appointments, despite my preference for face-to-face visits.

Repeated failures to provide urgent medical documentation

Once more, I experienced significant frustration with the service. I found myself in a difficult situation while travelling, without access to my regular medications for an extended period. I requested documentation from the practice to enable me to obtain a prescription from a local healthcare provider. Despite submitting my request via email and making multiple phone calls, during which I was told the matter would be handled promptly that same day, I did not receive a response. It appears the practice may not fully appreciate how critical it is for patients to maintain continuity with their prescribed medications.

Reception blocked my concerns from reaching a doctor

I have had an extremely negative experience with the care provided. I felt compelled to seek legal guidance regarding the standard of treatment received. I have concerns about medication management and the accuracy of information recorded in my medical records. I found it difficult to access doctor appointments, frequently seeing other healthcare professionals instead. When I did receive responses through the patient portal, I was unable to provide further input as the conversation was closed without my involvement. I am deeply dissatisfied with my overall experience at this practice.

Phone-only appointments don't work for everyone

I'm giving another low rating because I'm not satisfied with the current approach. I believe in-person appointments are what's needed, as they were available for many years previously. While I understand the reasons for changes, I feel they're unnecessary given that other activities with large gatherings continue. The pharmacy opening hours are also problematic—it seems difficult to maintain full coverage without closures. This is the modern era, and many services operate extended hours, so it's disappointing that this hasn't been matched here. Looking at the feedback from other patients, it appears concerns aren't being addressed. Both my spouse and I have been advised to seek private healthcare, which makes us question the value of our contributions to the system. I find this situation frustrating.

Appointment cancelled with no apology or notification

My husband attended an appointment this morning and arrived ahead of schedule. Upon arrival, he was informed that his appointment had been cancelled and questioned about whether he had received a notification. No message had come through despite the surgery having his contact details on file. He provided his number once more, and they sent through details of a rescheduled appointment, which arrived promptly alongside previous communications from the practice. An apology was not offered for the inconvenience. This experience fell short of the standard we would expect from our practice, and we hope that service levels improve going forward.

Reception staff seemed dismissive and unhelpful

The practice fell short of expectations, with unhelpful service from reception staff who came across as dismissive and unwelcoming. The overall experience suggested a lack of genuine care or effort to assist patients.

Couldn't get through on the phone

The experience was quite disappointing, and I would say the service fell well short of expectations.

Friendly practice that listens to patients

I relocated to the area half a year ago, and I must say that up to now, I have found this to be a wonderful service. I have nothing but positive things to say.

Website opening times weren't kept up to date

The staff at this practice do not appear particularly helpful to me. They give the impression of viewing patients as an inconvenience rather than the purpose of their role. I looked up the dispensary opening times on the website earlier today and travelled to the surgery within those stated hours, only to find a notice on the door indicating the times had been altered. This meant my journey was unsuccessful. When changes are made to things like opening times, it would be courteous to ensure the website information is kept current.

Easy to reach and got sorted quickly

I was registered with the surgery years ago before I relocated, and I have to say that obtaining an appointment or speaking with a clinician was extremely difficult back then. However, I have since moved back to the area and visited the practice today. I managed to speak with a healthcare professional within an hour and have already been scheduled for blood tests later in the week. I was genuinely impressed by how straightforward the process was and how promptly everything was arranged.

Long wait to get through on the phone

Called the surgery on a recent afternoon and experienced a significant wait before the reception team answered the call. The length of time taken to respond to the call seems excessive and raises concerns about whether current call handling procedures are meeting acceptable standards.

Hard to get urgent appointments here

The practice is satisfactory in most respects, though obtaining a prompt appointment can be challenging.

Booking appointments nearly impossible here

It has been very difficult to secure an appointment at this practice. Once an appointment is obtained, the consultation experience has been problematic. During visits, basic examinations such as throat checks have not been performed, and there have been concerns about the accuracy of temperature readings. I was informed that my daughter was in good health and that my thermometer was faulty. However, following the appointment, hospital treatment became necessary due to a significant fever. This is not an isolated incident, as I have previously left appointments without receiving a clear diagnosis. I intend to lodge a formal complaint regarding my experience at this practice.

Hard to book appointments outside early mornings

It is quite challenging to secure an appointment at this practice unless you manage to book one at the early morning slot. Alternative booking methods are extremely limited, with online appointment availability being exceptionally scarce.

Reception repeatedly dismissive about repeat prescription requests

I have had a disappointing experience at this practice, and my concerns are based on multiple occasions rather than a single incident. Most recently, I have been frustrated with the handling of an essential prescription for my young child's nutritional needs. My partner and I have made repeated requests, both over the phone and in person, to have this item placed on a repeat prescription arrangement, as we cannot risk running short of supply given how vital it is for my child. Despite these numerous requests, our concerns have not been addressed. When we asked again recently, we were told that our current supply was sufficient, though we receive it in small quantities only after persistent follow-up. This leaves me concerned about what will happen once the current supply is depleted. The reception staff member displayed an unhelpful attitude, which is consistent with my previous interactions at this practice. I have found the reception team to be dismissive and unwilling to assist, and I felt it necessary to leave the appointment to prevent the situation from becoming confrontational. Beyond this recent issue, I have experienced other problems that have led me to view this practice as disorganised and lacking in professionalism. My previous experiences with NHS services have been positive, which makes these difficulties particularly disappointing. I am considering escalating my concerns through formal NHS channels as I feel this is the appropriate course of action.