The Oswald Road Medical Surgery

Long-term patient, never struggled with appointments

I couldn't rate them higher if the system allowed it. Booking appointments has never been a problem, and the entire staff are absolutely wonderful. Despite relocating multiple times throughout my life, I've remained a patient here because they've had continuity of my care since I was very young.

Quick appointment with minimal waiting time

Attended an appointment recently. Was attended to promptly and in an organised manner.

Phone queue made getting help impossible

The staff lack professionalism and courtesy, making it extremely difficult to secure an appointment. The telephone system is particularly problematic, with callback requests frequently not being honoured. Overall, the service falls well short of expectations and cannot be recommended.

Helpful staff made the visit worthwhile

The staff were very pleasant and provided excellent assistance. I was very satisfied with the service, thank you.

Short wait times and thorough investigations here

Our time at the practice has been excellent. I have advocated for myself and two of my children to receive proper attention for various concerns across multiple previous practices over an extended period. Following appointments at this location, my children are now accessing the care and procedures they require, and my own health matters have been comprehensively assessed. We have also benefited from notably short waiting periods for our appointments and treatments. The healthcare professional I regularly see has been outstanding, taking considerable time to discuss any concerns I have raised in detail. They have been exceptionally helpful. The practice has made a significant positive difference to the wellbeing of both myself and my children.

Reception staff were dismissive and rude

This surgery has staff who were not welcoming. I am not someone who contacts the practice frequently, and I only reach out when experiencing significant pain or discomfort. I prefer not to make contact unless absolutely necessary. After managing my symptoms at home for several weeks, my condition deteriorated considerably. When I requested an appointment to see a clinician, the response I received felt dismissive and curt. The focus seemed narrow, with little acknowledgment of my broader health concerns. This is not an isolated incident, as I have experienced similar interactions previously. I have decided to register with a different practice. I would hope that all patients are treated with greater courtesy and that their concerns are heard more attentively.

Professional staff who keep appointments on time

The team here demonstrates a high level of professionalism, with appointments consistently running on schedule and occasionally ahead of time. They go the extra mile to provide assistance to patients.

Reception and nursing staff couldn't save the appointment

I hate to give it 1 star as the reception and nursing staff are amazing. But, this is let down by the clinical experience. I have never in my 60 years met such a rude, dismissive and uncaring approach. I won't go into a long rant, as it seems other reviewers think the same. But needless to say, I won't be visiting again and I highly suggest you request to see a different clinician too.

Friendly reception made the visit pleasant

Outstanding care and support

Impossible to book appointments by phone

I attempted to book an appointment for my child this morning and had to make numerous calls before successfully getting through. This was extremely frustrating. The current appointment booking system really needs to be reconsidered, as there should be more accessible alternatives available. The process feels inequitable and could be significantly improved.

Impossible to get through on the phone

Attempted to call at opening time for an appointment. Made multiple call attempts yesterday without success, and finally got through this morning at 8:38 only to find that all available slots had already been taken. The difficulty in reaching the practice and lack of appointment availability is frustrating.

Friendly staff who actually listen to you

The team here is wonderful and the clinical staff are clearly knowledgeable. Both practitioners I've consulted with have been empathetic and genuinely attentive to what I've had to say. The front desk team consistently demonstrate friendliness and a genuine willingness to assist. I'm certain they must recognise me as a regular visitor, yet they remain consistently warm and welcoming.

Impossible to book face-to-face appointments here

I have had a very negative experience with this surgery. Throughout my three years as a registered patient, I have been unable to secure any in-person appointments. My only consultation during this period was conducted over the telephone. The appointment booking process has been frustrating, as I am instructed to call at 8am, but when I eventually get through after that time due to high call volumes, I am asked to ring back the following day. I have found the telephone staff to be unhelpful and dismissive, often suggesting I contact emergency services rather than assisting with my enquiry. Additionally, when I requested copies of my medical records, my request was refused by reception staff in a manner I found discourteous and unprofessional.

Friendly reception made the visit pleasant

Positive

Decent service but waiting times need improving

The experience was reasonably satisfactory, though it would have been improved by reduced waiting periods.

Professional approach made the appointment straightforward

Just had an appointment, absolutely first class service, everything very professionally done, thank you.

Hard to book appointments and unclear instructions

I experienced significant difficulties with the service provided. The staff did not seem particularly accommodating. Securing an appointment proved challenging after multiple efforts. Eventually, I managed to book a slot for 1pm, though I was not informed at the time of booking that the entrance would be locked and I would need to wait outside. I arrived approximately ten minutes early and remained waiting until just after 1pm, but found the door closed. The telephone line was unavailable until 1.30pm due to a lunch break closure. When I called back at 1.30pm to confirm whether my appointment time was correct, I was told it was indeed 1pm and that I should have continued waiting as the door would be opened shortly after. Given that I was experiencing considerable discomfort, I now face the prospect of waiting until the following week or attending an emergency department for assistance.

Friendly reception made the visit pleasant

Extremely supportive and approachable.

Polite staff made me feel welcome

The staff at this medical practice demonstrated friendliness and politeness, displaying good knowledge in their interactions with patients.

Quick appointment booking and thorough care

Extremely satisfied with how quickly and effectively the service was delivered.