The Oakley Surgery

Racist and unprofessional medical staff disgust me

I arranged an appointment for a colleague and was profoundly shocked by the conduct of the two white receptionists working that day. Their approach was extremely unprofessional and appeared to demonstrate clear racial prejudice. They were audibly mocking and ridiculing ethnic minority patients, communicating aggressively, and seemingly deriving satisfaction from the obvious distress of an unwell individual in the waiting area. A gentleman, who seemed to be of South Asian descent, had been waiting for more than an hour with his unwell children and ultimately was not even seen by a physician. What was most alarming was the staff's treatment of him — they were contemptuous, hostile, and even laughed at his evident suffering. The total absence of empathy and basic human decency was deeply troubling. The experience of being at this medical practice and interacting with the reception staff was overwhelmingly uncomfortable and intimidating due to their inappropriate and deeply disrespectful demeanor. I strongly caution others against using this facility — no individual should endure such treatment while seeking essential medical assistance. The reception staff appear fundamentally unhappy in their positions, which regrettably manifests in their interactions with patients. Instead of maintaining professional standards, they channel their personal frustrations onto vulnerable individuals seeking care. They have cultivated a toxic and aggressive environment, particularly targeting patients from ethnic minority backgrounds, frequently Speaking condescendingly and demonstrating a blatant lack of compassion and basic human respect. Do not even initiate a discussion about the practice manager.

Worst medical experience of my terrible life

Luton's Top Prize for Medical Incompetence goes to 👊

Compassionate doctor who truly listens and cares

Dr. James Brady made me feel immediately at ease during my initial consultation. His compassionate approach and attentive listening helped me feel heard and understood. Despite this being our first meeting, his manner was so warm and personalized that it seemed like he had been my trusted healthcare provider for quite some time.

Exceptional service from a caring medical professional

The front desk staff member, Naheed, at Oakley surgery demonstrated exceptional kindness and provided outstanding assistance. Healthcare facilities would greatly benefit from having more professionals like her. My sincere appreciation goes out to Naheed for her wonderful service.

Frustrating healthcare with minimal patient care

Despite some dedicated medical professionals and front desk personnel, this surgical facility falls far short of acceptable standards. The entire process is painfully slow, requiring constant follow-up and meticulous verification of every detail. Referrals are consistently incomplete or inaccurate, necessitating extensive double-checking. It appears the organization lacks meaningful performance metrics and shows minimal interest or ability to enhance their service quality. My strong advice is to seek alternative medical care if at all possible.

Terrible service and unprofessional medical staff

Extremely discourteous personnel. Scheduled an appointment for a month later and the general practitioner never reached out. Considering switching medical practices due to poor service.

Terrible service at this unhelpful medical practice

Completely worthless medical facility. No physician present at the clinic. The personnel are discourteous, and they'll schedule a supposed phone consultation that never materializes. Instead, you'll inexplicably get a notification claiming you missed an appointment you were never actually contacted about.

Worst healthcare experience ever terrible service

The level of service is absolutely appalling, scheduling an appointment seems impossible, phone wait times are endless, and the medical staff come across as completely indifferent. I'm still waiting on my son's referral after five months, and they repeatedly neglect prescription refills, leaving patients without necessary medications. There's ineptitude at every single organizational level, and you're forced to persistently follow up on everything because no one appears motivated to fulfill their professional responsibilities. This standard of care is a dramatic decline from past experiences.

Disappointing service with inconsistent staff performance

Regrettably, the performance standards have declined. To be objective, it's not a universal issue, but certain team members are undoubtedly undermining the overall quality. This appears to be a widespread problem across the National Health Service, making any potential organizational changes seem futile.

Compassionate care from an amazing gp team

A Heartfelt Appreciation for My Medical Team I'd like to express my deepest gratitude to my GP practice—particularly to my recently assigned physician, Dr. Sophia Azur, and to Liam. They were extraordinarily supportive throughout my medical journey, going to great lengths to help me address my health concerns and navigate necessary referrals. Liam, specifically, stands out as an exceptional practice manager. He demonstrates remarkable dedication in driving positive changes and continuously enhancing the practice's quality of care for patients. Despite experiencing some initial challenges with another doctor at the practice, Liam's remarkable handling of the situation and his outstanding approach truly impressed me. His unwavering professionalism and genuine compassion have significantly elevated my perception of the practice. My sincere thanks to both of you for your incredible support!

Frustrating online booking system ruins customer experience

Initially, I was quite pleased. But starting from December 24, booking an appointment has become a frustrating ordeal. Now, I'm restricted to scheduling online strictly between 8am and 9am, and if the website happens to glitch, I'm forced to attempt the process again the following day. How I long for the simpler past when I could simply make a phone call to secure my appointment...

Terrible customer service ruined my medical experience

The recently hired front desk employee was extremely unaccommodating and significantly increased my anxiety levels. As a result, I decided to transfer my medical practice to another provider.

Amazing service from a responsive medical team

I am extremely satisfied with the medical practice. They consistently address my concerns and fulfill my requests with remarkable efficiency. The introduction of their online system has significantly streamlined the process, making it incredibly convenient to seek assistance. I have been a patient at this surgery for three years now.

Friendly doctors can't save terrible reception service

I've been a patient at this medical practice for two decades and have generally been satisfied. However, since the COVID-19 pandemic, the reception area's quality has drastically declined to an almost unbelievable level. Were it not for the exceptional professionalism of Dr Chowdhury, Dr Carey, and Farhat Naz, I would have switched practices long ago. The majority of reception staff are simply terrible, and the office manager urgently needs to address these issues. After today's disastrous experience dealing with a straightforward repeat prescription problem, I cannot in good conscience recommend this surgery to anyone. My wife is now left without her medication, with no clear indication of when she'll receive her new prescription. :(

Terrible service and unwelcoming staff nightmare

Terrible service with an unhelpful and discourteous front desk staff member.

Decent place with mandatory online booking

Their service is decent, but you must schedule an appointment online prior to visiting.

Incompetent staff jeopardize patient care at clinic

The reception staff, who appear to be inexperienced, consistently demonstrate a lack of competence. Whenever I attempt to inquire about my daughter's essential, ongoing medication, they claim the medicine hasn't been prepared and that no request was made in their system. They repeatedly blame these errors on the inexperience of new front desk personnel. I strongly urge management to address this issue with utmost seriousness, as medication management is critical, and these staff members have no justification for potentially compromising patient health in such a careless manner.

Terrible customer service with endless waiting times

Spent more than 30 minutes on hold, only to be greeted by an automated system announcing they're closed, right at their stated closing time of 6:30. Frequently, errors occur and information fails to get relayed properly. Their overall communication is seriously lacking.

Terrible clinic with unhelpful staff and incompetent doctors

I am deeply frustrated with this medical facility, where my family has been registered for years. Initially, everything seemed excellent, with a fantastic doctor named Carey. However, things have progressively deteriorated. The reception staff have become increasingly rude and unhelpful, consistently making errors when scheduling appointments. Securing an available time slot feels almost impossible. My most recent visit was an absolute disaster. I encountered a young Indian doctor whose credentials were questionable, as the referral paperwork inexplicably bore Dr. Carey's name instead of his. The consultation was remarkably unprofessional. He insisted that rectus muscle separation post-pregnancy could only be addressed surgically, dismissing physiotherapy as ineffective. When I requested a urine test, he provided a specimen container without explaining the purpose or required testing parameters. The reception staff compounded the confusion by refusing to process the sample, citing a lack of documentation and unclear testing instructions. This experience was the final straw. The receptionists' incompetence is so profound that I'm astounded the clinic continues to operate. Consequently, I've terminated my association with this facility, unable to tolerate their declining standards of care and communication.

Welcoming staff made my visit pleasant and smooth

Upon visiting on 10.08.24, I was greeted by a delightful receptionist who was welcoming, knowledgeable, and exceptionally supportive throughout my interaction.