The New Surgery
Great! (83 reviews)
Great! (83 reviews)
Patient feedback reveals a mixed experience across the practice. Many patients consistently praise the compassionate care, professional expertise, and welcoming atmosphere provided by doctors and nursing staff, alongside positive comments about reception staff attentiveness and organisation. However, significant challenges emerge around appointment accessibility, with multiple patients reporting difficulty securing same-day appointments, lengthy waiting times for routine bookings, and frustration with vague callback windows for urgent consultations. Some patients also note inconsistency in reception experience, with occasional reports of unhelpful or dismissive staff attitudes contrasting sharply with accounts of exceptional courtesy and support from other team members. Communication gaps between departments and administrative inefficiencies have been mentioned, particularly regarding follow-up coordination and test result management. While the practice environment and clinical care quality receive consistent praise, the booking experience and appointment availability remain areas requiring attention to improve overall patient satisfaction.
The practice demonstrates particular strength in continuity of care, with patients appreciating thorough consultations, attentive listening, and genuine commitment to understanding their health needs. Staff members are frequently noted for going above and beyond to accommodate patient requirements, including flexible appointment lengths and practical support with medication management. However, these positive interactions are undermined for some patients by the challenge of accessing appointments in the first place, creating a disconnect between the quality of care once obtained and the difficulty of securing it. Addressing appointment availability and ensuring consistent professionalism across all reception interactions would likely enhance the overall patient experience significantly.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
Respond to patient feedback
Track improvement over time
Export evidence for CQC inspections
Claim your profileShows how often this practice responds to patient reviews and feedback.
Patient feedback reveals a mixed experience across the practice. Many patients consistently praise the compassionate care, professional expertise, and welcoming atmosphere provided by doctors and nursing staff, alongside positive comments about reception staff attentiveness and organisation. However, significant challenges emerge around appointment accessibility, with multiple patients reporting difficulty securing same-day appointments, lengthy waiting times for routine bookings, and frustration with vague callback windows for urgent consultations. Some patients also note inconsistency in reception experience, with occasional reports of unhelpful or dismissive staff attitudes contrasting sharply with accounts of exceptional courtesy and support from other team members. Communication gaps between departments and administrative inefficiencies have been mentioned, particularly regarding follow-up coordination and test result management. While the practice environment and clinical care quality receive consistent praise, the booking experience and appointment availability remain areas requiring attention to improve overall patient satisfaction.
The practice demonstrates particular strength in continuity of care, with patients appreciating thorough consultations, attentive listening, and genuine commitment to understanding their health needs. Staff members are frequently noted for going above and beyond to accommodate patient requirements, including flexible appointment lengths and practical support with medication management. However, these positive interactions are undermined for some patients by the challenge of accessing appointments in the first place, creating a disconnect between the quality of care once obtained and the difficulty of securing it. Addressing appointment availability and ensuring consistent professionalism across all reception interactions would likely enhance the overall patient experience significantly.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
Filter
G S.
2 years ago
Bad!
Unprofessional service ruins healthcare experience
Terrible communication. The front desk staff and physicians appear completely disconnected, and the doctors are unreliable in their attendance. Perhaps the management should consider customer service training for their reception team, as their interpersonal skills are severely lacking
20cm E.
2 years ago
Excellent!
Professional and caring medical experience
Excellent customer service at the front desk, with a highly professional approach. I was thoroughly satisfied with both the reception staff and the medical professionals' care.
Natty C.
2 years ago
Excellent!
Compassionate care from an amazing medical team
The staff here are incredibly compassionate and friendly. They've been extremely supportive throughout my medical care, and I can confidently say this general practice surgery comes with my highest endorsement.
Kristina V.
2 years ago
Bad!
Worst service ever terrible customer experience
This establishment deserves zero stars if such a rating existed. The personnel are incredibly discourteous and self-important. My strongest recommendation is to steer clear of this venue under any circumstances.
Mireille G.
2 years ago
Excellent!
Consistently reliable service from top-notch company
Another consistently satisfying encounter that meets my expectations perfectly.
Lucia E.
2 years ago
Excellent!
Exceptional nurse thembi saved my travel health journey
I had the pleasure of consulting with Nurse Thembi, who demonstrated exceptional dedication in ensuring I received my travel vaccinations promptly. Her remarkable kindness and commitment truly stood out, and I am incredibly grateful for the extraordinary assistance she provided during my visit.
Darpan J.
3 years ago
Excellent!
Quick and friendly medical service
My visit was quick, and the staff member who performed my electrocardiogram was friendly and compassionate. Overall, a pleasant encounter.
Stanley I.
3 years ago
Excellent!
Amazing care from compassionate healthcare heroes
The medical staff are excellent, but I want to highlight Ebbi (apologies if I misspelled her name) who works at the front desk. She was incredibly supportive and compassionate. Ebbi truly went the extra mile to assist me in scheduling an appointment and demonstrated remarkable patience during the entire process.
Roccoxx X.
3 years ago
Bad!
Terrible scheduling and long wait times for appointments
It's nearly impossible to secure a same-day doctor's appointment here. On the rare occasion one is available, you'll be stuck with an inconvenient time like 8:20 or 8:40. To even have a chance, you must call precisely at 8am and endure a frustrating 20-minute wait in the queue. Absolutely ridiculous!
Camden M.
3 years ago
Bad!
Terrible healthcare with no patient accessibility
Desperately seeking a new general practitioner because the current local doctors are constantly booked solid! If your practice can't manage patient demand effectively, you really should consider limiting new patients rather than offering substandard care and accessibility.
Camden T.
3 years ago
Bad!
Understaffed and overwhelmed medical facility nightmare
Understaffed and overwhelmed. The medical facility was completely unprepared to handle the patient volume, resulting in extremely poor service and long wait times.
Lucia S.
3 years ago
Bad!
Frustrating wait and broken promises from clinic
Absolutely abysmal customer service. It's inconceivable that I can schedule an appointment two weeks out, yet I'm unable to secure a slot this week. Despite being informed that two physicians would be available today, I'm still left without any way to see a medical professional!
Chris W.
3 years ago
Bad!
Terrible healthcare experience at local medical practice
This establishment is an absolute farce! A perfect example of the dysfunctional UK healthcare system! Securing a same-day consultation is impossible unless you're lightning-fast with the telephone at the crack of dawn!! Completely worthless!
David E.
3 years ago
Excellent!
Exceptional care at top-notch medical facility
Thoroughly delighted. The medical facility boasts an immaculate and contemporary environment. The personnel are exceptionally courteous and competent.
Mehbs Y.
3 years ago
Excellent!
Warm welcome from a delightful receptionist
The front desk staff was absolutely delightful! I just completed my check-in, and the young woman was incredibly warm and accommodating during the entire process.
Mark S.
3 years ago
Excellent!
Exceptional doctor who truly cares about patients
Absolutely top-notch general practitioner - couldn't ask for a better healthcare provider in this area.
Lucy W.
3 years ago
Excellent!
Compassionate care and welcoming medical team
Excellent medical clinic. The personnel are welcoming and supportive. Much appreciation!
Oliver Q.
3 years ago
Excellent!
Quick and exceptional customer experience
Absolutely top-notch assistance with minimal waiting. Perfect experience from start to finish.
Tati S.
3 years ago
Excellent!
Fantastic doctors and staff make healthcare a breeze
I consider myself truly fortunate to be a patient at this medical facility. Dr Shalin stands out as an outstanding physician, consistently demonstrating helpfulness, meticulousness, and a warm demeanor. My entire family has now joined this practice, and every staff member exudes friendliness and a genuine desire to assist. Scheduling appointments is remarkably straightforward, and they go above and beyond to accommodate urgent medical needs. When my mother, who struggles with English, visited, an incredibly kind Italian receptionist provided her with prompt assistance - though I regrettably didn't catch her name, I'm deeply appreciative of her support!
Liam B.
3 years ago
Excellent!
Fantastic medical practice with caring and efficient team
Welcoming personnel, responsive on calls, hassle-free scheduling, and a helpful, streamlined approach. This medical practice ticks all the boxes for an ideal general practitioner experience!