The Oaks Medical Centre

Couldn't get through on the phone

I had a very negative experience with this GP practice and would not recommend it.

Long phone queues make appointments impossible

Extremely disappointing service with little consideration shown towards patients. I recently waited over an hour trying to book an appointment, only for the automated system to indicate they were unable to accommodate me and disconnect the call. It appears the only viable method to secure an appointment is to call at opening time each day and endure lengthy waiting periods before eventually obtaining a telephone consultation.

Receptionist and doctor showed genuine patience and care

The receptionist and clinician I spoke with regarding my family member were exceptionally helpful and I am very impressed with their patience, knowledge and kindness they demonstrated.

Reception helped sort out sensor delivery quickly

I wanted to express my appreciation to the reception team. I spent the entire day attempting to obtain some diabetes monitoring sensors from one clinic location. I was transferred between departments and experienced some waiting time. Eventually, the matter was escalated to another location, and within two hours I had the items I needed. Thank you very much. Excellent service.

Quick phone triage made the difference

Efficient and quick response from the clinician during a telephone consultation. This was the second time this particular healthcare professional has triaged me over the phone. Credit to the practice for their service.

Long wait times on the phone line

The response time to incoming calls could be improved.

Always there when you need them

Always available when needed x

Phone queues frustrating but app works well

I have consistently had a positive experience at this practice. While contacting the surgery by telephone can sometimes be challenging, I find that using the NHS app provides a convenient alternative for communicating with medical staff.

Clean surgery with prompt and efficient service

The practice was well-maintained and tidy, appointments ran punctually, and the team responded promptly without unnecessary delays.

Phone lines impossible to get through on

This practice has serious issues with their phone system. Nobody seems able to pick up calls properly. My infant required urgent medical guidance, which resulted in a visit to the children's emergency department the following day. Had the call been answered initially, a hospital admission with medical intervention might have been avoided. This situation caused considerable distress and anxiety for both myself and my partner. Given my child's age at the time, this was particularly concerning. The practice needs to address this problem urgently—whether by increasing phone line capacity or introducing alternative communication methods like online chat. Basic accessibility to medical advice should be a fundamental expectation that currently isn't being met.

Reception staff were unhelpful and dismissive

The reception staff were unhelpful and caused me distress. I'm relieved I no longer use this practice. Would not recommend.

Impossible to reach by phone in mornings

It has been extremely challenging to reach the practice during morning hours. When I finally managed to connect, I discovered there were many others ahead of me in the queue. I have been attempting to contact my GP regarding a referral for several weeks without success.

Staff were dismissive of accessibility needs

I would advise against using this practice. The staff members displayed a dismissive and unhelpful attitude throughout my visit. There appeared to be a lack of consideration for patient wellbeing, particularly regarding the support needed for individuals with additional requirements. I cannot recommend this service based on my experience.

Supportive practice staff made me feel heard

The entire team at this practice has provided excellent support throughout my time as a patient. I have been attending for many years and would strongly encourage others to consider using their services.

Called wrong number, marked as missed

I was referred through 111 to expect a telephone consultation, however the medical centre attempted to contact me on an incorrect number rather than the one I had provided. This was subsequently recorded as a missed appointment on my record. The practice appears to have some significant gaps in their administrative processes and procedures, which I feel reflects negatively on their overall standard of care. That said, when I have managed to access medical consultations, the clinical care itself has been of a high standard. The clinicians have been thorough in their questioning and have taken the time to communicate clearly and ensure I understand the information being discussed.

Phone queues too long, appointments unavailable

The practice appears to be significantly understaffed, as I experienced when calling on a Friday and waiting an entire hour only to learn there were no available appointments. When I tried again the following Monday, I faced the same situation with another hour-long wait to receive the same response. Spending from 8am until 9am on the telephone on both occasions simply to be told appointments were unavailable felt unacceptable. The alternative of pre-booking leaves me with a slot months away, which feels impractical given my current needs. The only positive aspect is that the clinical care I receive during my actual consultations is excellent and I have no complaints about that experience. However, due to these access difficulties, I feel compelled to escalate my concerns to my local representative as I believe the appointment system requires urgent improvement.

Long wait on phone, turned away without help

I have had a very poor experience with this practice. I typically only contact them for urgent matters, perhaps twice yearly. When I called in the morning, it took 45 minutes to get through, and I was then directed to attend a walk-in centre as there were no available appointments. I found this unhelpful given my situation—I was unable to attend a walk-in centre and wait an unknown length of time with my young child who was unwell with a cold, fever, and a high temperature. I subsequently attended A&E instead, where we experienced a lengthy wait. My family found the situation frustrating, and my child remained distressed throughout.

Staff were genuinely caring and helpful

Excellent medical professionals. The doctors, nursing staff, and all team members demonstrated genuine care and were consistently helpful throughout my visit.

Long wait to reach reception by phone

I attempted to book an appointment regarding my child's eyesight following a school recommendation. After a lengthy wait to reach someone, I was offered a telephone consultation rather than an in-person visit. The appointment slot suggested was several weeks away, and I was advised to call at a specific early morning time on a daily basis. This arrangement proved impractical given my work commitments, as I would be unable to remain available during working hours on the chance of securing an appointment. I found this process frustrating and inefficient.

Appointment started exactly when scheduled

The appointment commenced at the scheduled time.