The Phoenix Practice

Delayed referral despite having all information

Postponing a specialist referral in the oncology field despite having received all necessary documentation and supporting reports.

Struggling to get appointments and prescriptions

There are significant difficulties in obtaining appointments at any time. When slots do become available, they tend to be limited to specific practitioners. The lack of coordination between staff members frequently results in prescriptions not being ready when expected. I have experienced considerable challenges in collecting my medications from this practice.

Friendly reception and quick appointment booking

Positive experience

Test results taking weeks without updates

If you need tests completed, attending accident and emergency might be a better option. I waited approximately two weeks for imaging results, received no communication, and this delayed my subsequent referral for physiotherapy. My absence from work resulted from this delay. In retrospect, I feel I would have been better served by going to accident and emergency instead. The same applies to blood work. If you wish to avoid extended waits for results, accident and emergency appears to be the more practical choice. I initially wanted to be considerate and avoid burdening emergency services with non-urgent cases, but ultimately, when results cannot be returned within reasonable timeframes, prioritising your own health becomes necessary. I have received inconsistent information from administrative staff regarding these matters, though the individuals I spoke with were helpful and pleasant. It seems their capacity is constrained by existing waiting lists. However, it hardly seems worthwhile attending the GP for most issues anymore. The clinical staff also appear quite reluctant to make specialist referrals. There also seems to be limited communication with certain specialist centres. Medical records are maintained on separate systems that are not accessible to the GP practice. Consequently, referral requests and follow-up communications from specialists are not being reviewed or actioned appropriately.

Receptionists insist on morning calls only

This practice appears not to follow government guidance regarding patient access. According to official recommendations, patients should be able to request appointments, ask questions and describe symptoms online at any time rather than being required to call or visit in person. However, this surgery seems to have limited availability, particularly in afternoon hours, and staff continue to require patients to telephone during morning hours to book appointments. This requirement was communicated during a recent interaction. The receptionist involved in this exchange came across as somewhat dismissive and unhelpful.

Helpful reception staff, but appointment booking needs care

I am going to be honest and I will give you one piece of advice. I believe this practice is one of the best practices I have ever attended. Most of the clinicians are very professional and nice people, and until now everything has been perfect. Now I will give the advice. Never for any reason accept an appointment with a particular clinician, as that person never listens and doesn't even look at or hear what you are saying, just always looking at the computer. This happened to me twice. I don't know why I didn't ask who the clinician was for the appointment with. Like this I wouldn't have wasted my time. Look what happened. I had a terrible vertigo attack the day before. I told them that this happened to me about a year ago as well. Last week I had all my blood tests done and all of them are fine. Yesterday when this happened I had to leave work, so I needed something that could help me. I asked about three times as I really needed it. Do you know what they told me? They said they're not going to give me anything for that and what I have to do is address my weight as I am really overweight. Besides, you don't need a prescription for that. You can buy it at the pharmacy. And in my mind I said, listen. My weight is what it is because I'm a bodybuilder. I go to the gym every day. I don't have any fat in my stomach or anywhere else. I have a very strong body. Someone here hasn't seen themselves in the mirror. Anyway, I straight away went to the pharmacy and they told me that the medication I was asking about is discontinued and has been for many years. The clinician at the practice should have given me something instead. I said no, they didn't. They didn't want to. So I wasted my time there again. As I said, never for any reason get an appointment with that particular clinician.

Terrible practice

Have been a patient for many years. Each year it gets worse. I have not been able to see my doctor for years. The "gatekeepers" dont let me though. It doesn't matter whether it is cancer, head injury, back ache or depression or simply getting a flu jab. All they can say is call back at 8am which is the middle of the night for night workers like myself. They just do not care. Having no empathy is a quality they look for to work on the front desk. They are basically bouncers who do not let you in. Long gone are the days when we are encouraged to get checked out, its now impossible. My health has suffered because of this.

Caring staff made me feel genuinely listened to

An absolutely excellent and compassionate medical practice that provides outstanding support, both from the clinical team and administrative staff. Much appreciated!

Reception staff finally took time to listen

I have been attending this practice for a considerable period and have experienced varying levels of service from the reception team. On several occasions, I felt hurried and sensed that my inquiries were viewed as an inconvenience, despite my questions being relevant to my care needs. However, during a recent visit, I was assisted by a particularly helpful receptionist who took genuine time to support me. I had been uncertain about an upcoming hospital appointment, and this staff member patiently guided me through accessing relevant health applications and explained how to manage prescription requests through digital means, which has since made obtaining my medications considerably more convenient than visiting the pharmacy in person. I would encourage the practice to prioritise retaining staff members of this calibre, as having friendly and attentive receptionists at the front desk significantly enhances the patient experience.

Told to buy medication ourselves without prescription

I attended an appointment with my young child who was unwell. The clinician advised that the necessary medication would need to be obtained privately rather than through prescription, and explained that they were unable to prescribe it themselves. I was concerned about this approach and felt that responsibility should be taken if any complications were to arise from this decision.

Hour wait then turned away for second issue

I felt compelled to share my experience from today as it still feels quite shocking to me. I waited approximately an hour before being called in, and I was the final patient remaining in the waiting area. The clinician did apologise for the delay and reassured me they hadn't overlooked me. When asked about my visit, I explained I had two concerns to discuss. The first matter was addressed fairly quickly within about five minutes, but when I began to mention my second concern, I was told that only one issue could be covered in the appointment as time was limited. I was genuinely surprised by this response. I pointed out that I had already waited patiently for an hour, and whilst they acknowledged this wasn't my responsibility, they did go on to listen to my second concern after all. I found this interaction quite troubling. What if my second concern had been something urgent? It seemed concerning that a healthcare professional might decline to address a potentially serious health matter simply because the appointment was running over time. I consistently experience significant waiting times at this practice, with waits of at least thirty minutes being typical, so waiting a full hour only to feel rushed through the consultation was particularly frustrating. I don't attend appointments casually—I have genuine health concerns that worry me, and I would hope for a more compassionate approach. The minimum I would expect is for healthcare professionals to listen to the health issues patients have waited considerable time to discuss, as this might help alleviate our concerns. I pay for this service through my taxes, and I'm quite disappointed by this particular experience. I'm not suggesting all clinicians at the practice are the same, as I've had positive experiences with others and have received friendly, empathetic care during phone consultations previously. However, I have also encountered other clinicians who seem to rush through appointments, even on phone consultations.

Friendly reception staff made me feel welcome

The healthcare professional demonstrated attentiveness and helpfulness throughout the appointment. Their approach was notably friendly and welcoming. Much appreciated.

Dismissive attitude toward reproductive choices

During a consultation, a healthcare professional made a statement about contraceptive choices, suggesting that without hormonal contraception, frequent pregnancies could have negative health implications. This comment was made during a face-to-face appointment.

Long-term patients value the knowledgeable admin team

My family and I have been patients at this practice for a considerable time. We have consistently experienced professional care and helpful guidance from the clinical team, and I want to express my gratitude for this. I would also like to commend the administrative staff for their outstanding work, demonstrating strong knowledge and the ability to engage with patients in a respectful and thorough manner. In particular, I found one team member to be exceptionally compassionate, considerate, and approachable, with impressive communication abilities and a genuine willingness to provide additional support with any questions or concerns. Thank you for your dedication and commitment to patient care.

Friendly reception and quick appointment booking

Positive experience overall with pleasant staff.

Reception staff listened and got me appointments

I'm puzzled by the number of unfavourable comments posted here! I have been a patient at this practice for a considerable time and whenever genuine medical support is needed, whether through consultation, telephone contact, or an in-person visit, the reception team make a genuine effort to accommodate requests. They consistently demonstrate courtesy and attentiveness to patient concerns, proving themselves to be exceptionally supportive. During a recent period when I was particularly unwell, I was able to arrange two telephone consultations with clinical staff within the same week. The healthcare professionals I encountered were consistently warm and approachable! I also had the opportunity to speak with another member of staff today who demonstrated excellent knowledge and professionalism, though I'm unable to recall their name. I'm grateful for the assistance provided 😊

Reception staff breached my medical confidentiality

This medical practice has been extremely disappointing. I felt that my privacy was not adequately protected, and I have concerns about the quality of care provided.

Frustrating appointment system and poor communication

Interactions with this practice have been extremely frustrating. I received a message about a missed appointment from some time ago, despite having previously communicated that I no longer required it as instructed. The online appointment booking system is unreliable and frequently unavailable, making it very difficult to secure appointments. Persistent daily calls are often necessary to get through.

Polite and professional staff over many years

I have been a patient at this practice for over 16 years. The reception team, nursing staff, and clinical staff have consistently demonstrated politeness, professionalism, and helpfulness throughout my time here. I am grateful for their service.

Couldn't get the help I needed

The appointment did not meet my expectations and was disappointing overall.