The New Surgery

Patient Experience Summary

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.