The Old Dairy Health Centre

Easy booking and felt at ease during visit

I attended an appointment today with a member of the nursing staff who was excellent and helped me feel comfortable and relaxed. The booking process was straightforward and efficient, with my call being answered quickly. I'm very grateful for the service received.

Reception staff dismissive when seeking help

The reception staff member was unhelpful and dismissive when seeking assistance, suggesting email communication rather than providing direct support. While the clinical staff are competent, accessing appointments and referrals proves difficult unless the situation is urgent. The overall experience was negatively impacted by the reception interaction, which felt unwelcoming and lacked empathy towards patients seeking care.

Confusing online system and unfriendly staff

The staff were unwelcoming and obtaining a referral to a specialist proved difficult, as did securing an in-person appointment with the GP due to a confusing booking system. I would recommend considering alternative practices.

Reception staff could improve their manner

The reception staff could be more courteous and professional in their interactions with patients. The level of customer service falls short of expectations. The team would benefit from additional training or changes to improve the overall experience.

Online booking system makes appointments harder

Previously provided excellent care at the original location. Following the relocation to the new premises, obtaining face-to-face appointments has become significantly challenging. The online booking system lacks user-friendliness, making the process frustrating. This contrasts sharply with another local practice where telephone access to staff remains straightforward and personable. A disappointing change in service accessibility.

Online booking system caused two day wait for urgent concern

I submitted a concern about a potential health issue through the practice's online consultation system, as telephone appointments and in-person visits are no longer available. I was advised to wait two days before being seen by a clinician. The referral process felt prolonged. Overall, my experience at this practice has been disappointing. The quality of care and patient interaction has felt impersonal and mechanical, with only a handful of clinicians providing a more personal touch. I find it concerning that healthcare provision in a developed nation appears to fall short compared to what I understand to be available elsewhere.

Phone queue led nowhere, website only option

The service at this practice has been disappointing. When attempting to book an appointment by phone, the reception staff direct you to use their online consultation system instead, which results in lengthy waiting periods before receiving a response from a clinician—in my case, I've been waiting considerably longer than expected. The practice seems reluctant to provide timely assistance through traditional appointment channels. It's unfortunate, as this surgery was previously of a much higher standard when it operated from its former location.

Phone callbacks keep getting cancelled without warning

Remote consultations have not been effective for my needs. I have been attempting to access care since September without success. The callback system operates within a morning window, and if my line is unavailable when contacted, the appointment is simply cancelled without alternative arrangements. I have been unable to connect with a clinician for the past two months, and the reception team has been unable to provide additional support. This situation has been quite frustrating.

Couldn't get through on the phone

A thoroughly disappointing experience at this practice overall.

Impossible to book appointments through their system

It has become increasingly difficult to obtain appointments at this practice. The current system requires patients to submit requests online for callbacks or appointments, with decisions made at the practice's discretion, and there is no guarantee of a response. I would advise against registering here. The level of service provided is unsatisfactory, and I felt my healthcare needs were not prioritised as a patient. The service has been disappointing overall. If it were possible to give a lower rating, I would.

Easy to book appointments and helpful consultations

I have consistently been able to secure appointments when needed, and I am satisfied with the quality of the consultations I have experienced.

Helpful staff in a modern surgery

The team here were friendly and supportive, and the practice facilities are pleasant and modern.

Couldn't get through on the phone

I had a very poor experience.

Friendly staff made the visit straightforward

Excellent experience on every visit, with courteous and supportive staff throughout. Much appreciated!

Repeated phone hold waits frustrate patients

It is extremely difficult to secure an appointment at this practice. Callers are frequently placed on hold and subsequently not reconnected with, which appears to be a persistent issue rather than an isolated incident.

Website easy to use and walk-in accessible

I am a healthcare professional who understands the demands of working within the NHS at other facilities. I find the website to be of high quality. I contacted the practice on a recent weekday and was invited to attend without a prior appointment, and my visit to the modern surgery was very positive, with both the reception team and clinical staff demonstrating professionalism throughout.

Records kept under wrong name and poor access

I have had a very negative experience at this surgery. There are significant administrative issues, including problems with how my records are maintained. I feel the surgery has made inaccurate statements about my attendance history and familiarity with the practice, which does not reflect the limited number of appointments I have had since registering. I have seen several clinicians during my time there, and I have not found them particularly helpful for my needs. I am a housebound patient due to health circumstances, yet the surgery appears unwilling to provide home visits except in cases of extreme age or urgency. The reception staff have been unhelpful and dismissive, sometimes suggesting I attend other facilities rather than receiving care here, which feels like they are avoiding their responsibilities to their patients. Following a complaint I made to the NHS about the surgery, I received correspondence suggesting I had been abusive on multiple occasions. I strongly dispute this, as I have always conducted myself respectfully with all staff members. I am concerned that false information may now be recorded in my medical file. I have arranged to visit the surgery to discuss what I believe are serious inaccuracies in information that has been communicated about my health to other healthcare providers. I find this situation deeply troubling and believe significant changes are needed at this practice.

Friendly reception made the visit pleasant

Excellent standard of care

Reception rudeness overshadowed by caring doctor

I attended the walk-in service at this practice. I have been a registered patient here for many years, even after relocating further away, due to the historically welcoming approach of the staff. However, the reception experience on this occasion was disappointing, with the team displaying an unwelcoming demeanor. I arrived early at 7:30am ahead of the 8:30am opening time. The reception staff appeared skeptical of this and, as another patient was seen first, my wait was extended. When I attempted to explain my situation, I was interrupted and not given the opportunity to be heard. There was no acknowledgment of the inconvenience caused. As someone who works in a healthcare setting myself, I found this approach fell short of the standard of patient care I would expect from a medical practice. However, my experience with the clinical staff was entirely different. The doctor I saw was exceptionally kind and patient, demonstrating genuine attentiveness to my concerns. They provided clear explanations and took time to address all of my questions thoroughly. Their reassuring manner and quality of care were outstanding and represent the reason I continue to remain with this practice. The positive clinical experience did help to offset the frustration caused by the reception interaction.

Poor communication and dismissive response to urgent request

This surgery ranks among the poorest experiences I have encountered. There were repeated excuses regarding failed communication despite my multiple attempts to request a home visit, which eventually resulted in a late evening call from a clinician who appeared dismissive of my concerns. I was informed it was too late for a visit and directed to contact an out-of-hours service, though the contact details provided were incorrect. I experienced significant discomfort for several days with little apparent concern from the practice. When I did manage to attend an appointment, the clinical care fell short of expectations. I am keen to transfer to a different practice that demonstrates greater competence and reliability, as I feel this surgery is poorly managed overall.