The Oaks Medical Centre

Better organised at the new surgery

The previous medical practice I attended in Kingston upon Hull did not meet my expectations, which I only fully realised after registering with another surgery that demonstrated significantly better organisation and professionalism.

Reception denied appointment despite arriving early

Usually an amazing practice with kind staff and excellent patient care, would recommend this GP surgery to anyone. I had one negative experience with a member of clinical staff during a recent visit. I arrived early for my appointment and then waited considerably longer than expected. When I asked the receptionist to check on the delay, I was told that I had missed my appointment and that the staff member had already left. However, I then insisted on being seen, and the staff member returned and brought me into the consultation room. The appointment itself was very brief, lasting only a few minutes for my child's routine procedure. The staff member completed the necessary checks and procedure quickly, then appeared to rush through the conclusion. When I asked for additional documentation to be completed, the staff member sighed noticeably. No guidance was provided regarding aftercare, and the overall interaction felt hurried and dismissive. I noticed the staff member had been visible in the waiting area while carrying clinical waste, which made the earlier explanation about my appointment status seem inconsistent. I have attended previous appointments with other clinical staff members who were professional, kind, and thorough, so this experience stood out as notably different. The remainder of the practice, including other clinical staff, doctors, and receptionists, continue to provide excellent service and professionalism. I intend to ensure that future appointments are scheduled with different staff members to avoid a repeat of this experience.

Same-day appointments when you ring early

I cannot speak highly enough of this practice. When I call first thing in the morning, I typically manage to secure an appointment on that same day, if not consistently. The front desk staff are invariably courteous and tremendously supportive. They have been excellent at accommodating my child when he has needed care due to illness. Being a patient at this practice is genuinely enjoyable.

Staff responded quickly to my daughter's needs

I have nothing but praise for the entire team at this practice! My child has experienced recurring health issues and the staff consistently respond promptly, which has prevented several hospital admissions. I feel they deserve far more acknowledgement for the excellent care they provide.

Interrupted during phone appointment, couldn't finish explaining

My previous visits to the practice had generally been satisfactory, however a recent telephone consultation proved to be one of the most unsatisfactory medical encounters I have experienced. I requested a referral and was asked to explain my reasons for seeking one. When I attempted to provide this information, I was interrupted repeatedly before I could complete my explanation and was told the issue might be anxiety-related. While I appreciate this was framed as an attempt to gather comprehensive information to support my referral application, the frequent interruptions did not facilitate effective communication. I mentioned that I work as a researcher in a related field and have insight into my own circumstances and presenting symptoms, yet still recognise the need for professional medical assessment to proceed with a referral, but this point did not appear to be acknowledged. The consultation, which lasted approximately four minutes, ended abruptly when I was attempting to elaborate further; the clinician terminated the call without allowing me to finish. I feel that I was unable to convey sufficient detail about my situation, which has left me concerned about whether my referral application will be successful given the quality of the interaction during the appointment.

Reception team listens and shows genuine care

I transferred to this practice from my previous surgery seven years ago and have been very pleased with that decision, as every member of the team consistently provides exceptional care for myself and my family, including all temporary and visiting staff who have assisted us. The dedication, attentiveness, empathy and support demonstrated during each appointment and telephone consultation have been instrumental in maintaining my confidence in this practice, and I am genuinely grateful for the service provided by all involved.

Couldn't get through for appointment slots

I've had a frustrating experience trying to book an appointment, having to call multiple times over several days without success as availability kept running out. When I inquired further, I was told the call would be ended, which felt dismissive. I would not recommend this practice. The staff have consistently come across as unwelcoming during my interactions.

Staff were flexible and helpful with my schedule

I have nothing but praise for this practice, from the front desk team through to the clinical staff. Everyone demonstrates genuine helpfulness and attentiveness. As with any medical practice, it's important to recognise the demands placed on the team during busy periods and approach them with patience, but I've genuinely had no issues with the appointment booking process or being seen promptly. I've also made use of the callback service and online contact options, which have worked well for me. The team have shown flexibility in accommodating my work commitments outside the area. I'm very grateful to everyone involved.

Staff actually listened and took time with me

Just had my first appointment at this practice in probably 2 years, as I had been reluctant to attend due to previous negative experiences elsewhere. The clinician I saw was incredible, and I don't think I've ever had a doctor be as attentive as this. They genuinely listened to my concerns and discussed them with me thoroughly, and the appointment never felt rushed or dismissive. I also had some blood tests done afterwards, and the nursing staff were really kind, helpful and gentle throughout.

Receptionist was dismissive and didn't follow up

I had a disappointing experience when I called earlier today. While I didn't catch the receptionist's name, this wasn't my first interaction with this particular staff member. Unfortunately, I found the manner of communication to be quite dismissive. The person spoke in a condescending tone, frequently interrupted, and made it difficult for me to express my concerns. I had called several times last month regarding travel health advice, and despite being assured that someone would return my call, I found myself having to ring back multiple times to get a response.

Friendly reception made the visit pleasant

Excellent experience 👍

Impossible to book an appointment by phone

It is extremely frustrating to attempt to secure an appointment, even when calling at the earliest available time in the morning.

Receptionist helpfulness made all the difference

Have just relocated from a previous practice to this surgery. My initial experience has been positive. I was able to have an appointment with a clinician, which hadn't happened for several years at my former practice. The reception team have been particularly helpful in addressing any concerns I've raised. I wish the move had happened sooner. I hope this standard of care continues.

Couldn't get through on the phone

Poor service experience

Struggled to get callback appointment when unwell

I was unable to provide a higher rating as the review system required a minimum submission. I haven't visited this practice for approximately a year. When I recently experienced symptoms consistent with previous issues documented in my medical history, I had been unwell for an extended period. I was informed that no appointments were currently available, which I understood. I requested a prescription to help manage my condition, but was advised that a consultation would be necessary first. I was told to expect a callback on Monday, though this call never materialised. I recall that this practice was once considered among the better ones in the area, some time ago.

Staff were kind and helpful throughout

The team demonstrated kindness and provided a good level of service.

Reception staff need better communication training

The reception experience was disappointing. The staff seemed to lack effective communication skills and struggled to address concerns appropriately. It appeared they would benefit from additional training and development in customer service. I questioned whether they possessed the necessary qualifications for their positions.

Nurse took time to listen and help

I really wanted to highlight the clinical staff member who was so efficient and resolved the issues I was experiencing. They go above and beyond in their approach. They clearly know what they are doing and never make you feel rushed.

First appointment went smoothly for leg concern

Attended an appointment with a clinician I hadn't previously met regarding a leg concern and arranged for blood tests to be carried out.

Reception staff arranged call quickly and helpfully

Rang up this morning to arrange a call from a clinician. The reception team was very polite and very helpful and arranged the call promptly. I had a lengthy phone call with the doctor. Couldn't fault their professionalism, understanding and empathy. They reassured me on my concerns and resolved everything for me. Thank you.