The Old Dairy Health Centre

Reception staff handled my concerns with real care

The service provided across all levels of this practice is outstanding, and I am genuinely grateful for the support and understanding shown throughout my visits. The entire team demonstrates exceptional care and professionalism that goes above and beyond what I have experienced elsewhere. The front-line staff set an excellent standard for patient interaction, managing each person with genuine compassion and attentiveness. Their approach to patient care is notably superior to what other practices typically offer. I would encourage other healthcare providers to learn from the example set here. This practice truly stands out for its exceptional service and commitment to excellence.

Impossible to get appointments despite email requests

The practice takes considerably long to respond to inquiries, typically over a week, and securing appointments for young children proves extremely challenging. The process of submitting email requests for medical advice followed by an expected callback is lengthy, often exceeding a week in duration. The callback system lacks clarity regarding when contact will be made beyond a vague "sometime during the day" window, and missing this call means repeating the entire extended waiting period. Accessing care for my children at this practice has been remarkably difficult, and I have felt compelled to attend accident and emergency on at least one occasion as an alternative when no other option seemed viable. While the clinical staff themselves provide good care when appointments are eventually secured, the administrative processes and appointment booking systems create substantial barriers that prevent most patients from reaching that point. Even attending in person without a prior appointment fails to expedite matters. I would not recommend this practice to others based on my experience.

Dismissed without consultation despite worsening symptoms

No assistance provided whatsoever, instead receiving an automated response essentially directing me to visit the pharmacy for what was categorised as a straightforward health concern. I did not receive contact from a clinician or any offer to arrange an appointment. My symptoms have continued to deteriorate despite this response.

Friendly reception made the visit worthwhile

Excellent experience across all aspects. Would definitely suggest this practice to others.

Helpful staff who really put me at ease

The team here proved to be genuinely helpful and very accommodating. The clinical staff member was outstanding and managed to put me completely at ease regarding my concerns.

Friendly receptionist made the difference here

As a healthcare professional who recently relocated to the UK from the United States, I registered with this practice and was seen by a clinician at the surgery. This clinician demonstrated exceptional clinical skills and professionalism. While I acknowledge the concerns raised regarding reception staff performance, I recognise this is a widespread issue. However, I encountered one receptionist who, despite personal challenges, provided outstanding customer service. The combination of excellent clinical care and exemplary front-of-house support at a single practice is remarkably fortunate. The concerns about other reception staff members are valid. I would suggest that those with specific complaints consider contacting the practice management to document particular incidents, which could facilitate targeted training for staff requiring improvement. If one team member can deliver such effective service, there is clearly potential for others to do the same with appropriate support and development.

Friendly reception staff made the visit pleasant

The reception staff were pleasant and welcoming during my recent visit.

Follow-ups easily slip through the cracks

I have been a patient at this practice for a considerable time, including during their previous location. Unfortunately, my experience with the standard of care has been inconsistent. The follow-up process has been particularly problematic in my case, and I have found it necessary to take responsibility for arranging my own continuity of care rather than relying on the practice to do so. While the practice holds a positive regulatory rating, there appears to be a gap between their documented procedures and how they are actually implemented in day-to-day practice.

Efficient practice with helpful messaging system

This is an outstanding medical facility. It operates with impressive organisation and effectiveness, utilising modern systems to allow patients to communicate with healthcare professionals and have their concerns promptly resolved. The environment feels approachable and inclusive, with team members demonstrating courtesy and support.

Reception staff weren't helpful with my query

I found the reception team's service to be disappointing and unhelpful.

Reception staff cut calls short too often

I have been a patient at this health centre for over a decade. In my view, the quality of care has noticeably declined during this time. The reception staff often seem rushed and impatient, frequently ending calls abruptly without allowing callers to complete their thoughts. Accessing medical professionals has become increasingly difficult, whether through online submission forms or telephone contact, with responses typically coming through impersonal email or digital messaging systems rather than direct conversation. It appears that obtaining a doctor's consultation or appointment requires being assertive about requesting to see a clinician. This standard of service is disappointing, particularly given that some staff members are part of the wider local community, with connections to local schools and institutions that many families in the area are familiar with.

Hard to book face to face appointments here

It is very challenging to obtain an in-person appointment. The approach tends to be one of monitoring the situation rather than taking immediate action. That said, the nursing team provides good support and the reception team are as accommodating as circumstances allow, though availability of slots remains limited.

Staff responded quickly to my queries

I've never written a review before, but I felt compelled to share that my experience at the practice has been truly outstanding. The entire team demonstrates genuine warmth and professionalism, and the clinical staff are clearly highly skilled and address all concerns promptly and with appropriate priority. Having encountered some challenging healthcare experiences previously, I'm genuinely grateful for the quality of care I've received here.

Long wait with no communication about delays

Disappointing experience overall. I waited approximately half an hour to be seen, and staff were unable to provide any indication of expected waiting time, so I decided to leave. Shortly afterwards, I received a text message in capital letters stating I had not waited to be seen, which was inaccurate given that I had waited for that duration. This lack of accuracy was frustrating. Like many people, I have work and personal commitments where time is valuable. It seems the practice may benefit from managing appointment scheduling more carefully to match their capacity, rather than overcommitting themselves. It's understandable why the practice has received lower ratings.

Impossible to get through on the phone

Terrible experience at this practice. Attempted to reach the surgery multiple times this morning but the phone lines were constantly engaged.

Doctor rushed through appointment without listening

I attended an appointment at this practice where I felt the clinician did not demonstrate genuine engagement with my concerns. I was interrupted mid-explanation of my symptoms and told that time constraints meant I needed to be more concise. This pattern of interruptions continued throughout the consultation, and I was ultimately prescribed medication without receiving clear information about what it was or the dosage. I found this approach to be unprofessional and discourteous. I do not intend to return to this practice.

Email-only contact made urgent care impossible

My partner and I have been seeking care for our young child since they were a few weeks old, with minimal support initially. Communication has been limited to email correspondence, which has resulted in appointment availability typically being several days away even for urgent concerns. This delay has necessitated multiple hospital visits that we feel could have been avoided. During these hospital attendances, specialists have expressed concern regarding the approach taken at the practice. Most recently, our child experienced feeding difficulties under specialist care and required specialist nutrition support, yet the practice appeared unable to provide adequate assistance with obtaining sufficient supplies over an extended period. Overall, our experience with this practice has felt characterised by a lack of responsiveness and attentiveness to our needs. We are now considering alternative healthcare providers.

Cold reception makes appointments feel unwelcome

Not ideal… the staff came across as unwelcoming, and the environment felt cold and uninviting. The atmosphere was quite sparse and off-putting. I did have one positive appointment recently, but overall I've been reluctant to return as the setting triggers anxiety for me. Over the past few years, I've sought care through private providers instead, which has been a financial strain but proved more beneficial for my needs. It's disappointing to see local NHS surgeries struggling. Getting face-to-face appointments has become increasingly difficult, which feels frustrating given the current state of healthcare access.

Online request system creates endless frustrating delays

I have been attending this practice for over a year, and I find that even straightforward requests become unnecessarily difficult, detached and exasperating. The practice operates primarily through an online submission system, and the reception team appears to direct all enquiries through this channel, including those requiring urgent attention. The online submissions frequently seem to be misunderstood, resulting in additional delays of 48 hours or longer before a response is received, and these responses often suggest the original query was not carefully considered. What should be a brief conversation ends up taking several days of back-and-forth communication, and in one instance this delay contributed to a situation that required emergency care because a timely response could not be obtained. Even routine matters such as prescription adjustments prove to be unnecessarily complicated. While the clinical staff members I have encountered are generally pleasant and attentive, the frustration caused by navigating the indifferent reception experience and cumbersome online system outweighs these positive interactions. I have decided to transfer to another practice.

Hard to book appointments in person

It is quite challenging to secure an in-person appointment, and telephone booking is not available. However, the clinical staff members are excellent, demonstrating professionalism and thoroughness in their approach.