The Old Dairy Health Centre

Waiting a week for urgent breathing problems

The standard of care at this surgery and within the NHS appears to have declined significantly. I recently experienced a concerning situation when I urgently needed respiratory medication due to breathing difficulties and chest symptoms. Although I had been prescribed this medication approximately two years prior for a short-term issue, obtaining a replacement proved extremely difficult. The surgery indicated I would need to wait for a telephone consultation, with an estimated timeframe of around a week. As my condition deteriorated, I contacted the surgery again and was informed a call would come on a specific day, but this did not materialise. Following a prolonged wait over a weekend, I eventually received a telephone call from a local pharmacy representative, who could only offer guidance rather than provide the medication I needed. Unable to manage the situation further, I attended the accident and emergency department, where I waited several hours undergoing various assessments and procedures before finally being seen by clinical staff who confirmed I required the medication. The experience was genuinely distressing when unable to breathe properly, though I was reluctant to add to the burden on emergency services. The current approach at this surgery appears to involve redirecting patients through various channels—telephone consultations, nursing staff, pharmacy services, and emergency departments—rather than providing direct clinical assessment and treatment. The practice has undergone significant changes over the years. Previously, it operated as a smaller independent practice that was highly regarded for accessibility and reliability, with same-day appointments available and extended availability. The subsequent expansion and relocation of the surgery, despite considerable investment, has not resulted in improved patient experience. While some positive reviews exist on this platform, many appear to reflect satisfaction with basic professional courtesy rather than quality of clinical care. Reviews from longer-term patients tend to provide more meaningful insight than those from newly registered patients.

Friendly reception made booking appointments easy

I recently joined this GP practice and have been pleasantly surprised by my experience so far, especially given some of the feedback I had read beforehand. I haven't needed to book an urgent appointment yet, but I've found it straightforward to request tests and arrange routine appointments without any difficulty. The reception staff member I encountered was welcoming and approachable, and the clinician I saw demonstrated genuine care and conducted a comprehensive consultation—I was very satisfied with the standard of care. The practice premises are also pleasant and well-maintained. I would happily recommend this surgery to others.

Online-only booking system causes frustration

The experience with this GP practice has been disappointing. Appointments cannot be arranged by telephone or in person, as the practice requires all booking requests to be submitted through an online system instead. My partner has found that her local GP offers a more convenient service through a widely-used NHS application with efficient appointment availability, whereas this practice uses a different booking platform and does not offer this option. When I have required administrative documentation to be completed by the surgery, the process has taken several weeks, apparently because only one staff member is authorised to handle these requests and their availability appears limited. On occasions when I have attempted to reschedule appointments by phone with adequate notice, I have been advised that this cannot be processed by reception staff and must instead be managed through the online system, as the receptionist is not trained to make these changes. My registration with the practice has needed to be completed twice within a 2.5-year period, as my details were removed from the system due to inactivity following my initial registration. When I subsequently tried to book an appointment, the process was delayed because I was required to complete the full registration paperwork again.

Staff took time to listen and actually cared

I have never previously submitted a review for a GP practice, but this represents the most positive experience I have encountered with the NHS. The team provided swift and courteous responses, demonstrating genuine care and a willingness to give proper consideration to my concerns. I presented two matters that had been dismissed by other practices in the past, and on both occasions I received timely referrals to appropriate specialists. The clinical and administrative staff here display a level of compassion that stands in contrast to some other healthcare providers I have dealt with. Appointments have consistently been available without excessive delays, and the practice assisted me in resolving a medication supply issue that had previously been left unresolved. I would strongly recommend this practice to others.

Receptionists weren't helpful when I called

The reception staff were not as helpful as I would have hoped. I sympathize with patients who are unwell attending this practice. I have concerns about the overall standard of care at this surgery.

Quick response and friendly telephone support

An efficient and exceptionally welcoming practice where my health concern was addressed promptly via telephone within two days, with a subsequent in-person consultation arranged right away.

Reception staff could've been friendlier

The reception team seemed unhappy and lacked warmth in their approach. When I arrived, I was not greeted with eye contact or acknowledgement, and was simply asked whether I had an appointment before being directed to sit down. Visiting a medical practice can be stressful when you have health concerns, so a friendly greeting or reassuring manner would have made the experience more pleasant.

Receptionist attitude made me feel unwelcome

This practice has not met my expectations. The reception staff were unwelcoming, and I would not recommend it to others. It has been a disappointing experience overall.

Reception staff didn't acknowledge communication requests

It's understandable why many people discuss concerns about the reception area rather than the clinical staff, as there appear to be significant issues with visibility and responsiveness to patient communication requests. This lack of engagement is deeply troubling and could have serious consequences. The overall experience has been extremely disappointing. The service would need substantial improvement before it could be considered a viable option.

Reception team made me feel welcome

I have consistently found the reception team to be welcoming and supportive. The clinical consultations have been of a high standard, with appropriate onward referrals and investigations arranged as needed. Overall, I am very satisfied with the care received and have no concerns to raise.

Online form system leaves long waits

This practice requires significant improvement. I have experienced wait times exceeding three months to obtain an appointment, which is concerning. The practice operates an online booking system with a stated two-day response time for appointments. However, this timeframe has not been met in my experience. When I have needed urgent medical attention, accessing an appointment has proven extremely difficult. I have encountered ongoing difficulties with this practice on multiple occasions, which has become frustrating. In the interest of fairness, I should note that the reception team have been courteous and helpful. Additionally, I have had positive experiences with one particular clinician who demonstrated genuine care and attentiveness toward patients. I am curious whether other patients have encountered similar appointment access issues.

Felt genuinely heard and given proper time

I cannot speak highly enough of my experience at this GP practice following my recent visit. The clinician demonstrated genuine empathy and attentiveness, taking adequate time to hear my concerns without any sense of hurry. Truly exceptional care.

Phone system changes made things worse

I have been quite frustrated with the recent changes to how the Centre handles communication. The telephone system has become difficult to navigate, with multiple menu options that often result in calls being dropped unexpectedly. I am also experiencing significant difficulties with the app, which previously allowed me to easily view my medical records and access important information. The login issues I am now facing prevent me from receiving messages from the NHS, viewing referrals, or accessing other essential features. This situation has left me feeling very let down and has made it challenging to keep up with my healthcare arrangements and scheduled visits.

Online forms only, no real access to care

I found it very difficult to access care at this practice. Communication appears limited to an online form, which typically results in a phone call approximately a week later, regardless of symptom severity. This delay feels unhelpful when experiencing significant discomfort or illness. The practice seems to function primarily as a referral point to accident and emergency services rather than providing direct patient support. Despite these access difficulties, the physical premises appear underutilised when visits are eventually arranged. The overall experience raises questions about the practice's operational effectiveness. I would suggest considering alternative GP practices for better accessibility and responsiveness to patient needs.

Helpful receptionist made registration easy

I recently contacted the practice for the first time and found the staff member who answered to be extremely accommodating. They were courteous throughout the conversation, and I have decided to complete my registration with them today.

Thorough doctors and caring support staff

I have found the clinical team to be comprehensive and attentive to my needs. The nursing and administrative staff demonstrate professionalism and compassion in their approach.

Staff made me feel genuinely welcomed

The staff members have consistently been wonderful in their interactions with me. The clinician I see is absolutely excellent.

Online system makes seeing a doctor nearly impossible

I'm concerned about the changes at this practice since the relocation and shift to online services. The surgery feels more like a front desk operation with limited visible clinical presence. I'm struggling to understand how to access appointments with a clinician, as most interactions seem to be directed online with requests for symptom descriptions, followed by suggestions to visit a pharmacy or view educational videos. The practice appears to rely heavily on external services like pharmacies and emergency departments. I did receive a telephone consultation previously, though the call was disconnected and required me to visit the surgery location before being reconnected by phone. The experience felt disorganised. The practice was considerably more accessible and effective before these recent changes.

Online booking led to two week wait

I developed a respiratory infection accompanied by a persistent cough that significantly disrupted sleep for both myself and my household. Following submission of my symptoms through the online registration system, I received notification of a two-week callback timeframe, with no mention of an in-person consultation being available. Upon visiting the reception area, I observed a notably high number of administrative staff relative to the number of patients present. When I inquired about the extended waiting period, the response suggested staffing constraints but lacked clarity regarding the underlying reasons. Throughout my time as a registered patient, I have consistently been seen by substitute practitioners rather than my assigned GP. I have not had the opportunity to meet with my registered clinician. Additionally, correspondence from the hospital concerning a rescheduled surgical procedure was received by the practice but was not communicated to me. I only became aware of these communications when I independently followed up on the matter. Overall, my experience with this practice has been unsatisfactory.

Doctor listened and took time with me

A male clinician at this practice demonstrates exceptional care that exceeds standard expectations.