The Old School Surgery

Reception staff were consistently polite and helpful

I would like to express my gratitude to everyone at the surgery for delivering excellent care. Firstly, one clinician demonstrated prompt responsiveness that I felt was beneficial to my health outcomes. Another clinician has been particularly helpful in keeping me updated and managing my ongoing treatment plan. A member of the nursing team was approachable and demonstrated professionalism throughout my interactions. I also appreciated speaking with a staff member who was easy to communicate with and provided me with helpful information about my health. The reception team have consistently been courteous and welcoming. I am very satisfied with the care I have received at this practice. I have been attending regularly for the past several months.

Helpful and straightforward appointment

The medical professionals at this practice were supportive and provided useful assistance.

Phone queue wait left me without an appointment

I was in a queue on the appointments line starting in fifth position and after two hours had only progressed to second place. Based on this pace, it appeared that each patient was taking approximately forty minutes on the phone. Unfortunately, after waiting for two hours, my call was answered but then disconnected without me having the opportunity to speak with anyone.

Booking system frustrating but staff remain approachable

The reception team and medical practitioners, despite being under considerable pressure, perform their duties competently and maintain a welcoming demeanor. The appointment scheduling system is problematic, making it difficult to secure consultations and there is no option to request a preferred callback time. The medical professionals have been instrumental in helping me understand my health concern, though the investigation has been complicated by limited resources. I would recommend engaging with the formal feedback process, as it proved to be effective and resulted in me receiving additional assistance. Additionally, I would advise requesting continuity of care with the same practitioner, as this supports consistent management of your health, though you should be prepared for potential waiting times.

Medical records request delayed before urgent appointment

I would appreciate clarification on why my request for medical records prior to an upcoming procedure took so long to process. When I initially submitted the request, I was informed it would require 28 days to complete. I explained my situation, noting that I did not have 28 days available before my appointment and would need the information urgently. I contacted the practice this morning, as my appointment is scheduled for tomorrow, only to be told the records were not yet ready and that the standard 28-day timeframe would still apply. I was assured that a clinician would contact me to discuss this. This call did not materialise, so I visited the practice in person. Unfortunately, I was given the same response regarding the 28-day requirement, and I learned that the staff member handling my request was unavailable for the remainder of the day and would not return until tomorrow—which is when my appointment is scheduled for early morning. I find this situation deeply frustrating. I am puzzled by the practice's recent positive rating, as my experience has not reflected the standard of service I would expect. I am concerned about how my appointment will proceed without access to the necessary information. The practice manager was also unavailable to discuss my concerns. I am extremely disappointed with how this matter has been handled, though I recognise I must provide a rating to submit this feedback.

Appointment times ignored, calls came hours late

Extremely dissatisfied with the service provided. The healthcare professionals do not adhere to scheduled appointment times. An appointment was arranged for the morning, requiring significant work commitments to be rescheduled, yet contact attempts were made at 3pm and 3:10pm during those rearranged meetings. No further attempts were made following this. Due to concerns about reliability, an alternative private healthcare provider was sought, necessitating a referral. However, the original practice has insisted on a telephone consultation rather than an in-person visit. The wait for the next available appointment is approximately one month, during which time pain persists. The practice appears to create obstacles to medical progression and contributes to unnecessary extended discomfort and anxiety. Some of the reception staff, though not all, seemed to approach their interactions in a manner that suggested they found the situation satisfactory.

Long wait for telephone appointment access

I waited over a week while experiencing discomfort before I could access a telephone consultation. The clinical staff are genuinely pleasant, however they appear to be under considerable strain and stretched thin. It's unfortunate because the practice previously delivered excellent care, but the increased demand has made it challenging for them to provide the level of attention their patients deserve.

Hard to get appointments at this practice

The practice appears to have significant issues with accessibility. The surgery frequently seems to have limited availability for appointments.

Frustrating experience with long waiting times

What a frustrating experience. I would recommend maintaining composure throughout.

Helpful receptionists made registration straightforward

I recently became a patient at this practice following a move to the area. My initial experience has been very positive - the front desk staff were accommodating and the sign-up procedure was straightforward. Much appreciated!

Reception staff didn't acknowledge my arrival

The reception staff member was unhelpful and did not greet me upon arrival. There have been ongoing issues with prescriptions not being forwarded to the pharmacy as expected, which has caused frustration. The overall experience at this practice has been disappointing, and improvements in communication and administrative processes would be beneficial.

Felt genuinely listened to during my visit

I must say, I recently had a blood test with a truly excellent healthcare professional. I was anxious and talkative, as I was attending for a delicate matter, and they were remarkably compassionate and efficient throughout. The procedure itself was completed very quickly and was handled with great skill, and they took time to address my concerns, provide me with comprehensive information, and demonstrate sensitivity, reassurance and kindness. Since people tend to voice their criticisms about general practice, I felt it was important to highlight this particularly positive experience.