The Park Surgery

Getting an email address shouldn't be this difficult

I have been requesting contact details to submit some medical information and have encountered repeated obstacles. I have been advised in person to use the practice app for my query, but was told this could not be facilitated that way. I was then instructed to book an appointment and raise the matter during the visit. I attempted this on two occasions, and on the third attempt the app became unavailable. Is it unreasonable to expect a straightforward way to send records to the practice? I have received excellent clinical care. However, the administrative processes and systems in place are inconsistent, with some staff members being particularly helpful while others have been less accommodating.

Easy to book appointments when you need them

I have always had positive experiences at this practice and the team members are excellent. Booking appointments has never been difficult for me. The staff ensure that children's preventative care is kept current. I would definitely recommend this surgery to others.

Same day appointment for new patient

As a newly registered patient, I was pleased to receive an appointment on the same day I joined the practice. I was satisfied with the promptness of the service provided.

Receptionists listened when I got tests wrong

I have been attending this practice since childhood across its different premises and have nothing but positive things to say. I have not been feeling well over the past few weeks and the team has addressed and supported me with every concern I have raised. I would like to extend my gratitude to the clinical staff members who demonstrated genuine care and thoughtfulness throughout my visits. I am also grateful to the reception team for their patience and assistance when I needed help sorting out some administrative matters with my appointments. I recognise that reception staff often face criticism, but they are simply carrying out their responsibilities, and from my own experience working in a customer-facing role, I understand how challenging that can be. Thank you for your continued efforts.

Doctor took time to listen properly

Was given a good hearing by the clinician. Conducted a thorough examination and demonstrated a kind and attentive approach. Thank you for the excellent care provided.

Quick online booking and helpful staff

Submitted an online request to see a GP and received a prompt response with an appointment scheduled for the afternoon. The visit went smoothly without any issues. All team members were courteous and supportive throughout.

Felt genuinely listened to about my wrist problem

I attended an appointment with the musculoskeletal team who provided me with very caring and helpful support regarding my wrist condition. The clinician explained that I would be referred for a steroid injection, with the hope that this would resolve my symptoms, and outlined alternative procedures should this initial treatment not be effective. I appreciated the thorough approach being taken to address my issue comprehensively. The clinician also supplied me with supportive wrist aids, which I found helpful. I was very satisfied with the advice, guidance, and overall care provided during my visit. Thank you very much for the assistance offered.

Reception staff dismissed my straightforward question

Desperately in need of improved customer and patient care training, particularly to avoid being patronising when patients ask straightforward questions and seek simple answers. There seems to be a significant gap between the extensive professional training required for clinical roles and the approach sometimes taken by administrative staff who may overestep their remit.

Quick response to my online request

I wasn't feeling well and submitted an online request for an appointment. I received a slot to be seen within 15 minutes of my submission. Although there was a 30 minute wait when I arrived, both the clinical staff and reception team were friendly and professional throughout. I was very pleased with the service.

Friendly staff made me feel supported

I wanted to express my appreciation to the practice, from the front desk team through to the clinical staff I encountered. Everyone I interacted with was welcoming and supportive throughout my visit. Thank you all 😀

Staff were efficient and genuinely positive

We are very pleased with the service provided at this practice. The staff members are consistently efficient and maintain a positive approach.

Quick online booking and genuine follow-up care

I have found the practice to be excellent. Recently I completed an online form at 7:30 and received a phone call at 8:05 with an appointment booked for 9:00. What more could you ask for? I experienced a significant health concern towards the end of 2021 which required investigation. Throughout this time, the clinical team reached out to me regularly via text and phone to check on my wellbeing, asking how they could be of further assistance and whether they could help support my recovery. They receive five stars from me consistently.

App made getting same day appointments easy

The appointment request application has consistently provided same-day availability whenever I have used it. Blood test requests have always been accommodated without issue. I am satisfied with my experience.

Quick appointments and genuinely friendly staff

I have lived in several different locations throughout my life and this is the finest medical practice I have attended. The team members are consistently pleasant and welcoming, and I find that my appointment requests are typically processed and scheduled promptly.

Doctor didn't bother checking my records

I have been registered at this practice since 1995 and have never previously raised concerns. The practice previously had excellent clinicians, however my recent visits to see a clinician and pharmacy staff changed my perspective. When I attended my appointment, I felt that the care provided was not adequate. I had the impression that the clinician was not fully engaged and did not review my medical history prior to the consultation. The practice is owned by a large corporate entity, and I felt that as a patient, I was viewed primarily as a financial consideration rather than as someone deserving of proper attention. I have always been a low-maintenance patient, only seeking help when absolutely necessary. I am relieved to have made the decision to move to another practice.

Last-minute cancellations and impossible appointment access

I would rate this lower if possible, as one star does not adequately reflect my experience. Over the past month, multiple family members have had several appointments cancelled unexpectedly. We do not book appointments without genuine need. This practice feels poorly managed. We have waited considerable time and arranged time away from work, only to receive a text notification fewer than two hours before our scheduled slot informing us it had been cancelled. I was present at the surgery while my partner attempted to reach someone by phone, yet despite the lengthy queue of waiting patients, no calls appeared to be answered. I have not seen the same healthcare professional on any of my visits when I have been able to attend an appointment. The waiting area frequently appears quiet while the car park remains congested. The practice requires significant improvement in how it serves its patients. The appointment booking system is frustrating and difficult to navigate. I am uncomfortable being asked to describe my symptoms to reception staff when my appointment is specifically to discuss these concerns with a medical professional.

Helpful staff stretched too thin

The team members are excellent and genuinely supportive, though the practice appears to operate under considerable pressure due to what seems to be insufficient staffing levels. There appear to be underlying organisational challenges that may contribute to this situation, and concerns raised through formal channels do not always receive appropriate responses.

Impossible to book appointments or reach anyone

Like many others who have shared their experiences here, I would give this practice the lowest possible rating if I could. After relocating to the area three years ago, I sought out a GP surgery for myself and my family. From the beginning, I had significant concerns about the excessive administrative requirements and paperwork involved. I received conflicting information on multiple occasions. Over my three years as a patient, I must say I have never encountered such poor management, inconsistent service, discourteous behaviour, an apparent lack of willingness to assist from the team, and general difficulties with straightforward tasks such as scheduling appointments. The telephone system is frequently unresponsive with unacceptably long waiting times. Patients appear to be directed towards the online booking system, which frequently malfunctions. I was instructed to write a letter by hand and deliver it in person to the surgery because my printer was not working and I was hesitant about postal delivery. This occurred because they would not provide me with an email address to send the letter directly. It seems they believe my time has no value. Formal complaints are not addressed or properly reviewed. As someone with clinical experience, I recognise the pressures and resource constraints that healthcare services face better than most, but this does not justify discourteous treatment or poor service delivery. I have now escalated my concerns to the ombudsman as my repeated formal complaints have been disregarded and ignored. It is unsurprising that conversations with people throughout the community reveal consistently negative feedback about the practice. In fact, it has developed a poor reputation locally. The only positive aspects I can mention are that a couple of the nursing staff are genuinely kind and one clinician provides excellent care, though I suspect they may leave soon given the notably high staff turnover at the practice, which is quite telling.

Impossible to book an appointment here

It is extremely difficult to secure an appointment at this practice. I have been attempting to address a health concern for three months without success. Over a four-year period, I have been unable to obtain an in-person appointment, and telephone consultations are unreliable, with no guarantee that a call will be made as scheduled. Access to medical care through this practice appears to be exceptionally challenging.

Reception apologised but records weren't corrected

I had concerns about the accuracy of information recorded in my medical notes. When I questioned these entries, I was informed that the clinician was managing multiple responsibilities. An apology was offered on behalf of another clinician, however the recorded information was not amended. I felt the approach taken was dismissive and left me with serious concerns about the quality and safety of my care.