The Phoenix Practice

Friendly reception made the visit pleasant

Excellent

Phone queue left me frustrated and unheard

I phoned to request an appointment with a preferred clinician, but the receptionist kept me waiting for an extended period. When they returned, they suggested I attend the emergency department due to chest discomfort I was experiencing. I was not comfortable with this suggestion and would have preferred a standard appointment instead. This was my first negative experience with reception staff at this practice, as I had previously found them helpful. On this occasion, I felt the service fell short of what I would expect. I have had positive experiences with other clinicians at the practice and would recommend them.

Friendly reception made the visit pleasant

Excellent practice! The clinical team and support staff were wonderful overall.

Friendly staff but frustrating phone queues

The team members are genuinely friendly and welcoming. However, I had an experience with one receptionist who greeted me but ended the call right away, despite me having already waited for quite some time. Additionally, I was told that a prescription would be sufficient for my needs, but I found myself needing to contact the practice again shortly after and wait considerably longer for a follow-up prescription, which also incurred an additional cost.

Phone queue cuts off before you can book

The practice opens at 8.30 in the morning, but calling from 8.20 means listening to a lengthy answering machine message with unnecessary information that should be obvious to most people. The call then gets disconnected. When I try again at 8.30, I'm placed at number 21 in the queue. By the time my turn approaches, all urgent appointment slots have been taken, which feels frustrating. I also want to mention my experience with one of the clinicians, whose approach I found problematic. Rather than ordering appropriate tests, they seemed to prescribe multiple medications in a trial-and-error manner, adjusting treatments without proper investigation. When I attempted to discuss my concerns, the clinician became dismissive, ended the consultation abruptly, and asked me to leave. I found this interaction unprofessional and unhelpful.

Receptionist was dismissive and unhelpful

This practice fell short of expectations. The reception staff were unwelcoming and the clinical staff demonstrated a lack of professionalism during my visit.

Helpful and approachable practice staff

Based on my many years of experience, I can wholeheartedly recommend this practice as an excellent healthcare provider. While all the clinicians under whose care I was were excellent, I particularly appreciated working with one physician in particular. This clinician is highly knowledgeable, intelligent, and approachable, demonstrating genuine care for their patients and consistently providing me with thoughtful medical guidance.

Practice runs smoothly with genuine care shown

A clinician at this practice has been our healthcare provider for over 14 years and has consistently demonstrated professionalism, compassion, and genuine care. The practice functions exceptionally well and we have not experienced any concerns during our time as patients. We are grateful to the clinical team for their ongoing support of our family throughout the years.

Reception staff made booking difficult

One of the clinicians at this practice is excellent and among the finest in the area, which is why I'm giving a five-star rating overall. However, the administrative team could benefit from improvement. Some members of staff come across as unhelpful when managing routine patient interactions, and there are occasional communication difficulties. I found it difficult to rate the administrative side positively based on my experience.

Receptionist made outdated systems feel manageable

The reception staff member was absolutely wonderful. They demonstrated grace, patience, eloquence and professionalism throughout. While the practice operates using somewhat outdated systems and processes that can make navigating patient care challenging and frustrating, this individual's exceptional service helped to mitigate those difficulties. Thank you.

Friendly team who really listen to patients

A satisfactory medical practice with competent healthcare professionals and a commendable team atmosphere.

Couldn't get through on the phone

The service provided has been consistently disappointing across multiple visits.

Reception and doctors listened carefully

Extremely satisfied with the level of service provided by both the front desk team and clinical staff at this practice.

Reception could be more respectful with patients

Excellent family medical practice with outstanding care provided by the clinical team, who have consistently looked after me and my family well. The only drawback is that the reception staff can come across as rather condescending, but aside from that it remains a very good GP surgery overall.

Staff listened patiently to my mum

Very kind I was brought to tears by the compassion shown to my mum during her visit. She has a condition that often leads people to overlook her and address me instead regarding her care, but the healthcare professional made a point of engaging directly with her. Even though her responses weren't always clear and required clarification, the staff member listened attentively throughout the appointment while carrying out the necessary clinical checks. I'm genuinely grateful for the thoughtful and caring approach demonstrated.

Reception staff made booking straightforward and easy

I've been a patient at Phoenix Practice for many years and have no intention of changing surgeries. The reception team members are consistently polite and helpful. The clinical staff have always provided excellent care. Thank you.

Couldn't get an appointment when needed

Poor service experience. Unable to secure an appointment slot. Requested reimbursement for an undelivered service, which was declined.

Long-term patient valued and well accommodated

I have been a patient at this practice for over two decades and remain very satisfied with my choice to stay. The team consistently demonstrates helpfulness and makes genuine efforts to meet patient requirements whenever possible.

Months of broken promises and lost results

I have been attempting to secure an appointment for two months without success. I was given repeated assurances each week that I would receive a callback, which did not materialise. Additionally, laboratory test results appear to have gone missing in the system.

Couldn't get through on the phone

Not a satisfactory experience.