The Old School Surgery

Quick appointment booking and fast prescription delivery

Excellent service - I called in the afternoon and was able to secure an appointment within minutes. The clinician quickly identified my concern, arranged for a prescription to be sent to the pharmacy, and I was able to collect it shortly after. What efficient care, many thanks to the entire team for their professionalism and responsiveness. ⭐️⭐️⭐️⭐️⭐️

Long wait and dismissive attitude at pharmacy

The pharmacy staff member demonstrated poor customer service during my visit. They appeared dismissive of patients waiting to be served, offered minimal acknowledgment, and displayed a curt manner throughout the interaction.

Booking appointments here is a nightmare

I have found my experience with this GP practice to be quite unsatisfactory. The administrative processes are difficult to navigate—arranging an appointment presents considerable challenges, and once secured, appointment wait times are lengthy. The clinical approach appears to favour symptomatic management through medication rather than investigating underlying causes or providing comprehensive solutions to health concerns. There have been instances where I felt the practice did not provide adequate support. When seeking an appointment for my child at a particular time, I was directed elsewhere rather than being offered assistance. On another occasion, I attended with a concern that I felt warranted specialist investigation, yet after initial treatment did not resolve the issue, I was not offered a referral but instead advised to seek hospital care independently. This approach felt dismissive and lacked the level of care I would have expected. I recognise that changing GP practices is not straightforward. Nevertheless, I believe this practice would benefit significantly from reconsidering its service delivery, ensuring patients receive thorough and attentive care, and demonstrating a genuine commitment to addressing patient concerns comprehensively.

Helpful staff made a real difference

By far the finest medical practice I've ever attended, without question! I'm puzzled by its relatively modest review score - every member of the team I've encountered has demonstrated exceptional competence and professionalism, and they've achieved more for my care in a single month than my previous practice managed over a three-year period. I would enthusiastically encourage others to consider this surgery. Excellent work and sincere appreciation!

Friendly staff made booking appointments easy

Absolutely fantastic practice! Have been attending for a couple of months, and all the team members are excellent at what they do! By far the best surgery I've ever been registered with!

Practice has declined significantly over time

Has declined significantly from being among the highest quality providers in the region to now being among the lowest performing.

Phone staff cut call short without listening

I found this to be an exceptionally unpleasant phone interaction with the surgery. When I rang to discuss a persistent health concern and attempted to provide context about my medical background, I was informed that the call would need to be ended because of the queue of other callers and the need to adhere to procedures, without any acknowledgement of what I had shared. I felt the service was quite poor and the phone staff came across as lacking in courtesy and understanding. I intend to submit a formal complaint about this experience in the morning.

Long wait outside for vaccine appointment

Extremely disappointing experience. Attended for a routine immunisation appointment as advised by the practice, only to spend well over an hour waiting outside in a queue. This reflects what appears to be ongoing issues with how the service is managed and resourced.

Reception staff unhelpful and difficult to reach

If alternative healthcare providers are available to you, I would suggest considering them. Accessing appointments through the reception team presents significant challenges. When I telephone, I consistently experience the staff as unwelcoming, uncooperative and unhelpful. I have concerns that this approach could potentially impact patient wellbeing and outcomes. Accuracy of information is also problematic, as I have received incorrect guidance on several occasions, resulting in considerable inconvenience and substantial out-of-pocket expenses for private diagnostic services. I have generally enjoyed good health and have not required GP services until recently. Following a medical procedure, the reception team has been reluctant to provide assistance. During one interaction, a staff member contradicted my account of my medical history and became defensive when I attempted to clarify the facts. My current health situation carries potential serious implications. When I raised this concern with the team, the response was dismissive in nature. I did not find this response reassuring or supportive.

Long wait times and poor appointment availability

Terrible experience. Getting an appointment involves lengthy waiting periods, yet the practice appears swift to monitor online activity and issue cautionary correspondence regarding unfavourable comments. This seems contradictory. I would recommend looking elsewhere. I have concerns about the standard of care provided.

Reliable support over many years

I appreciate the many years of excellent care and dedicated support that have been extended to my family and myself.

Waited years for proper examination and support

Confused and distressed. Finding it difficult to have confidence in this practice. I have spent the last few years requesting assistance from this service. It took considerably longer than three years before I was able to have an in-person appointment, despite spending nearly three years repeatedly raising concerns about physical symptoms. None of these concerns have been thoroughly investigated. I feel uncertain about how to proceed. A clinician indicated they were unsure how to identify my condition, then stated I clearly did not match the condition they were uncertain about. I have been told "I'm not familiar with this" only to have it subsequently dismissed as though they are knowledgeable. I have requested onward referrals to specialist services but have been turned away by staff who do not appear sufficiently motivated to pursue this. Additionally, appointments require waiting periods of up to two months for what is often just a telephone consultation, which feels unproductive. I have thought about registering elsewhere but worry I would encounter similar difficulties. I simply want to feel assured that those managing my care are trustworthy. I understand that staff are under considerable pressure currently, but I do not feel this justifies the treatment I have received. I have experienced miscommunication and been made to feel dismissed long before recent circumstances, and I already carry distress from previous healthcare experiences that makes this situation harder to manage. There have been instances of records being misinterpreted, correspondence not being sent or being sent incorrectly, dates being misread, and appointments where assessments have been inadequate or omitted entirely. This has left me feeling reluctant to engage further. I should add that I was subsequently seen by a mental health professional who was remarkably insensitive and unhelpful. The interaction became so difficult that I had to end the call when they refused to address my questions. I had asked them to explain their reasoning for providing me with certain contact details, as these were not appropriate for my needs and I questioned whether they had reviewed what they had provided. They declined to respond, and when I indicated I would need to end the conversation if we could not communicate effectively, they simply agreed. I feel profoundly disappointed and without hope.

Sensitive and prompt care when we needed it

Over the past several months, we have had reason to reach out to the practice on multiple occasions. Each time, we have been met with compassion, thoughtfulness, good judgment, empathy and swift action regarding onward care. We appreciate this greatly.

Staff member showed genuine care during crisis

Early 2024 I experienced an irregular heartbeat and attended an appointment at the surgery. I was initially reluctant about hospital admission, but the clinician's thoughtful approach helped me reconsider and agree to go. When the ambulance arrived, they even checked in through the doorway to ensure I was comfortable. A valuable member of the practice team, and I hope they continue in their role there. Their compassion made a real difference to me.

Broken machine, no offer of help from staff

The surgery requested that I come in for a blood pressure reading, which is typically performed independently using their equipment in the waiting area. Unfortunately, the machine was not functioning, and the receptionist suggested I purchase my own monitor instead. The waiting room was quiet with no staff visible, and I was not offered an alternative check by any of the clinical team. It appears I will need to buy my own monitor as a result. This experience was disappointing, and I would rate it very poorly if possible.

Struggling to book an appointment here

It is extremely difficult to obtain an appointment at this practice.

Long wait times and unhelpful reception staff

Poor experience with the service provided

Reception staff kind, but doctors dismissive and unhelpful

I have found my experience with this practice to be deeply unsatisfactory, particularly during a prolonged period of health difficulties where I have felt unable to receive adequate support or investigation. The clinical staff have often come across as dismissive and impatient; my attempts to manage my condition independently for an extended period before seeking help were met with frustration rather than acknowledgement of my efforts to avoid burdening the service. The explanations offered for my symptoms have felt superficial and disconnected; there appears to be reluctance to consider how different issues might relate to one another. Instead, the same investigations are repeated without exploration of alternative possibilities or conditions. Any suggestions for further investigation or diagnostic pathways have come from my own research and persistence rather than from clinical initiative. Information recorded in my medical records contains inaccuracies and appears biased, and communications from other healthcare providers seem to be given only cursory attention, with important details overlooked. This has resulted in what feels like inefficient use of resources, with responsibility for these gaps being directed towards me rather than those involved in the oversight. I recognise the significant pressures currently facing healthcare professionals and approach appointments only when genuinely necessary. Nevertheless, I continue to encounter impatience and indifference when seeking help after prolonged periods of attempting to cope independently. I have developed considerable reluctance about medical consultations over time, yet I have no realistic alternative given the limitations this places on my quality of life. On a more positive note, the reception team have consistently demonstrated kindness and efficiency in their interactions with me, which I have genuinely appreciated.

Long waits and inflexible appointment scheduling frustrate

The quality of care appears to be declining. I would rate it much lower if possible. During my visit, I was initially told to wait four weeks for a blood test if my symptoms persisted. Since I was experiencing discomfort at that time and had travel plans the following week, this timeline was problematic. The clinician then reconsidered and agreed to schedule the test sooner. However, when I contacted reception to book, I was given a date late in the month, despite it being early in the month at that time. I was informed that no earlier appointments were available. I have decided to switch to a different practice. I also attempted to schedule an appointment for a routine health concern and requested an earlier slot within the same month. The earliest option offered was three weeks away. Given that I contribute to the NHS regularly, I feel the service I received has been inadequate. The reception staff's response suggested there were no alternative options available. I have considered whether private healthcare might provide better service, though unfortunately I am unable to pursue both options simultaneously.

Waited weeks for a call that never came

I had to wait a fortnight for a phone consultation, but the call never came through.