The Phoenix Practice

Friendly staff made me feel heard

I received a prompt appointment and found the staff to be very friendly and helpful. The clinician I saw was particularly kind and patient in explaining everything to me. Overall, I had a positive experience at this practice.

Helpful staff made joining the practice easy

I have been a patient at this practice for several months and have found the experience to be excellent. The reception team, nursing staff, and clinical team have all been consistently helpful and welcoming throughout my time here.

Reception staff listened and actually helped

I understand why there are negative reviews about this practice. My daughter experienced difficulties when attempting to book an appointment. I visited in person today to help resolve the situation for her. I was assisted by a member of the reception team who listened attentively and demonstrated genuine compassion and understanding regarding the challenges my daughter had faced. This staff member provided help readily and without any reluctance. This five-star rating is in recognition of their exceptional service. A single individual can truly make a meaningful difference. I am very grateful for their assistance.

Struggling to book appointments through reception

I find it difficult to secure an appointment despite calling at the designated time. When I rang recently, I was asked to describe my concern, and the receptionist suggested I attend A&E instead. This response is typical of what I experience when attempting to book a doctor's consultation.

Polite and attentive care from the practice

I have been attending this practice for several years. Like any healthcare provider, there is always scope for development and refinement. From my perspective, the clinical staff demonstrate professionalism and deliver good quality care. They have consistently shown politeness, kindness and a willingness to assist. I have had no concerns about the service I have received. I am satisfied with the level of care and attention provided. Thank you

Hard working team in challenging circumstances

A dedicated and highly competent group of professionals delivering vital care under challenging conditions.

Receptionists were unhelpful about confidentiality questions

The reception team were unhelpful and came across as impolite during my phone call. I felt uncomfortable being asked to explain the reason for my appointment, as I had concerns about privacy. I enquired about booking a specific type of vaccination appointment and was informed this service is no longer available at the practice. The staff member was not particularly helpful in directing me to alternative providers. I was disappointed to learn I would need to seek this service privately elsewhere. Additionally, I found the appointment booking process to be quite challenging overall.

Reception didn't handle panic attack well

I found my recent experience at the clinic to be disappointing. During a visit when a family member was experiencing distress, I felt the care provided lacked compassion and attentiveness. I understand the clinic has faced challenges in recent times, which may have affected service delivery. I have had positive interactions with other members of the clinical team on previous occasions, but this particular appointment left me feeling that the standard of care fell short of what I would expect. I believe patients deserve to be treated with greater empathy and understanding during vulnerable moments.

Long wait in cold weather outside

The service was quite disappointing. I had to wait outside in cold conditions for an extended period just to obtain a straightforward document.

Good support and felt properly listened to

My family received good medical support from the practice, in particular from one of the clinicians. Very pleased with the services received!

Rushed appointment left eye worse than before

Terrible experience. I attended an appointment regarding a minor eye concern. The consultation felt hurried and I was prescribed topical treatments. Unfortunately, my condition has significantly worsened since then, with considerable discomfort and difficulty opening the affected eye. Additionally, a family member has been waiting an extended period without receiving expected medical records following their appointment. The overall standard of care fell well short of expectations, and I am considering changing practices as a result.

Reception staff seemed reluctant to help at closing time

I had a frustrating experience at this practice. On my initial visit, the receptionist seemed reluctant to process my registration, citing that there were only a few minutes remaining before the end of the registration period for that day. On another occasion, my partner received a blood test and there appeared to be a discrepancy between what was communicated verbally and the written results provided. Additionally, we experienced errors with prescriptions at reception on two separate occasions, which caused unnecessary delays. While I recognise this is a public service, I would have expected better accuracy and efficiency, particularly given that we still pay for services.

Easy to book appointments with caring staff

I have been attending this practice for many years. The clinical staff are incredibly kind, helpful and professional, and demonstrate genuine care for their patients. The nursing team is fantastic and the reception staff are kind and helpful, with some team members going the extra mile to provide assistance. There is one newer member of the reception team whose approach can sometimes come across as unhelpful, though hopefully this may improve with time. Overall, it is usually quite straightforward to obtain an appointment.

Reception staff weren't very helpful

Poor experience with the reception and customer service provided.

Impossible same-day booking system causes frustration

Disappointing experience overall. Appointments can only be booked by calling on the day required. When attempting to call on that day, available slots are typically already taken. Calling at a precise time appears necessary to secure a booking, with even a few minutes' difference affecting availability. Advance booking, even for several weeks ahead, does not appear to be an option. The appointment booking process feels unnecessarily complicated and frustrating. On one occasion, when requesting an address update, reception staff directed me to send an email. After doing so, I was then told this could not be handled via email and that I would need to call instead. This back-and-forth approach to a simple administrative task was confusing and inefficient. While such inconsistent procedures might be tolerable for other services, it is concerning when they affect access to healthcare. The overall experience suggests the booking system could be significantly improved to better serve patients' needs.

Reception pushing everything online causes frustration

I felt let down by my experience. The reception team now appears reluctant to assist callers, preferring to direct all matters through online channels. I booked my appointment online and received my consultation a few days later. I was informed that a prescription would be ready at the pharmacy and instructed to arrange blood tests at the hospital. When I went to collect the prescription as directed, the pharmacy had no record of it. After contacting the practice, I was able to pick it up two days later. Subsequently, when I attended my blood test appointment ten days later, it became apparent that the blood test request had not been forwarded from the practice. This proved to be a frustrating waste of my time and effort. I am now considering whether to register with a different practice. In the meantime, my condition continues to deteriorate. Overall, I found this experience deeply disappointing.

Reception dismissed concerns about private clinic evidence

I would rate this lower if possible, but the system does not allow it. I have been dealing with a persistent health concern for approximately a year, and the practice continues to recommend medications that have not provided relief. I feel the clinical approach lacks effectiveness and clarity. It appears prescriptions are issued as a matter of routine rather than being tailored to address my specific needs. When I presented evidence from another healthcare provider suggesting the current treatment plan may not be appropriate, there was no acknowledgement of this feedback or indication that the approach would be reconsidered. I am disappointed by what feels like a lack of accountability and concern for my wellbeing.

Receptionists blocking access to prescription medication

I have decided to leave this practice as I do not believe it is meeting my needs. I am considering seeking legal advice regarding my experience with the care I have received. The reception staff appear to be overly restrictive in their approach to appointment scheduling and seem unwilling to facilitate access to clinical staff, even when prescription medication is required. I am concerned about whether other patients may have experienced similar difficulties in accessing necessary care. I am genuinely frustrated with my experience and feel sufficiently motivated to pursue this matter further, despite the time and effort involved.

Frustrating registration system wasted my time

Are you serious about the new online system? The practice promoted how straightforward and beneficial it would be for everyone. I invested approximately 2 hours attempting to set up an account. I followed the provided link, but the system kept redirecting me back to click the link again. This happened repeatedly! Additionally, why is there so much information to read about browsers and technical requirements? I simply needed to request an extension for my medical certificate, yet I was unable to complete this task. Frustrated and dissatisfied with the experience. Not helpful at all. I had to phone the practice instead. Very disappointing.

Impossible to book appointments or get prescriptions refilled

I have become increasingly frustrated with my experiences at this practice. There is one clinician whose approach I find more satisfactory, though I am uncertain whether they remain employed there, as obtaining an appointment with them appears impossible, with waiting times extending many months ahead. The overall situation feels deeply frustrating. During challenging circumstances, it has been extremely difficult to secure appointments to consult with a clinician. The appointment system frequently shows no availability, and when slots do appear, they tend to be with clinicians whose manner I find unhelpful and dismissive. When I have attempted to book consultations through their online system, I have not received follow-up calls, and instead received prescriptions without what I felt was adequate discussion of my symptoms or explanation of the medications provided. The reception team has also been a source of concern. On one occasion, I called requiring an urgent prescription renewal and found the receptionist's tone to be curt. They indicated that repeat prescriptions could not be handled by telephone and that I would need to visit in person. When I enquired about appointment availability, I was told the practice was closed due to pandemic circumstances. When I asked how I should proceed with my prescription, I was advised to wait until they reopened. The closure extended for nearly a year, yet my prescription still needed attention. It took multiple calls before my prescription was eventually renewed. I struggle to understand why reception staff appear to exercise such authority when they lack clinical training. Without their eventual cooperation, I believe my prescription would still be unresolved.