The Oswald Road Medical Surgery
Great! (29 reviews)
Great! (29 reviews)
Patient feedback reveals a mixed experience with this practice, with notable strengths in clinical care quality and staff courtesy balanced against significant challenges with appointment access. Many patients commend the online booking system for offering same-day or next-day availability, alongside consistent praise for supportive, knowledgeable, and friendly clinical and reception staff. However, a substantial proportion of feedback highlights persistent difficulties with the telephone booking system, including busy signals, long wait times to reach the practice, and challenges securing appointments despite multiple call attempts. Some patients report that once appointments are booked, the experience improves markedly, with staff demonstrating professionalism and responsiveness.
Access barriers emerge as a key concern across multiple reviews. Patients describe frustration with the requirement to call at specific times, only to be asked to ring back when lines are congested, creating inequitable access to appointment slots. Reception experience is inconsistent, with some patients reporting courteous and helpful interactions whilst others describe dismissive or discourteous approaches. A small number of reviews indicate concerns about communication clarity, such as lack of prior notification about practice requirements.
Where patients successfully access appointments, satisfaction tends to be high, with feedback highlighting organised scheduling, minimal waiting times, and comprehensive care. The practice appears to perform well on continuity of care and clinical responsiveness, though the appointment booking process remains a significant barrier to accessing these services for some patients.
Appointment
Reception
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Seen on time
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Patient feedback reveals a mixed experience with this practice, with notable strengths in clinical care quality and staff courtesy balanced against significant challenges with appointment access. Many patients commend the online booking system for offering same-day or next-day availability, alongside consistent praise for supportive, knowledgeable, and friendly clinical and reception staff. However, a substantial proportion of feedback highlights persistent difficulties with the telephone booking system, including busy signals, long wait times to reach the practice, and challenges securing appointments despite multiple call attempts. Some patients report that once appointments are booked, the experience improves markedly, with staff demonstrating professionalism and responsiveness.
Access barriers emerge as a key concern across multiple reviews. Patients describe frustration with the requirement to call at specific times, only to be asked to ring back when lines are congested, creating inequitable access to appointment slots. Reception experience is inconsistent, with some patients reporting courteous and helpful interactions whilst others describe dismissive or discourteous approaches. A small number of reviews indicate concerns about communication clarity, such as lack of prior notification about practice requirements.
Where patients successfully access appointments, satisfaction tends to be high, with feedback highlighting organised scheduling, minimal waiting times, and comprehensive care. The practice appears to perform well on continuity of care and clinical responsiveness, though the appointment booking process remains a significant barrier to accessing these services for some patients.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Annemarie F.
3 years ago
Excellent!
Reception staff were helpful and respectful
The practice is excellent and I was treated with respect throughout my visit. All of the reception team members were extremely helpful and demonstrated a high level of professionalism in their approach.
Emanuela E.
4 years ago
Poor!
Reception staff was unnecessarily rude about mask
I had an unfortunate interaction with a member of the reception team who came across as rather discourteous. I had not received any prior notification about wearing a face mask, and this requirement was not discussed during my telephone consultation beforehand. Given that mask-wearing guidance has not been in place for some time, I was unprepared with one available. There seemed to be no need for the staff member to respond in such a manner. Apart from this experience, the actual appointment itself went well overall.
Sareen G.
4 years ago
Bad!
Reception staff were dismissive and unhelpful
If I could give this surgery less than 1 star I would. The reception team came across as unwelcoming, though the clinical staff member I saw was even less approachable. I attended for a routine appointment that I was genuinely anxious about, and I found their manner quite dismissive. This is not the kind of experience you hope for when you are already worried and concerned about your health.
Kate H.
4 years ago
Excellent!
Quick appointment and minimal scarring from procedure
I attended my appointment yesterday to have my implant replaced and received exceptional care. The procedure involved a minimal incision with no subsequent bruising. My appointment ran on schedule and all the staff members were wonderful throughout my visit.
Engr E.
5 years ago
Bad!
Couldn't get through on the phone line
Attempted to contact the practice by telephone to arrange an appointment but consistently encountered a busy signal. The service experience was unsatisfactory.
Bryan M.
6 years ago
Bad!
Practice improved after staff change
There has been a noticeable improvement in the service since a particular staff member's departure.
Jayne J.
6 years ago
Excellent!
Friendly reception made the visit pleasant
I attended my new patient appointment today and I cannot speak highly enough of this practice. The receptionist was courteous, friendly and welcoming, and the clinical staff member I saw was similarly kind and attentive. I would thoroughly recommend this practice.
Alan W.
6 years ago
Excellent!
Same-day appointments without needing to book ahead
This practice stands out compared to many other medical centres, offering same-day consultations without requiring advance bookings. The staff members are genuinely supportive and attentive to patients' needs. I would rate this experience very highly.
Stephanie D.
7 years ago
Excellent!
Online booking made getting appointments easy
The online appointment system works really well, with availability typically offered either the same day or within the next day. The team members are consistently supportive and helpful.