The Phoenix Practice

Reception staff were unhelpful and dismissive

Steer clear of this practice. When calling to arrange an appointment, the reception team came across as unwelcoming and appeared to apply their own procedures inconsistently. If you prioritise quality care and respectful treatment, this may not be the right choice for you. I would have preferred to give a lower rating.

Receptionist hung up after long phone queue wait

I found the reception staff at this practice to be quite unhelpful during my attempts to arrange an appointment for my child. When I called, I was given specific times to ring back, but when I did so at the suggested time, the line was disconnected while I was waiting. After trying again, I was directed to either call at a different time or use the online booking system. I managed to register on the website but was unable to complete an appointment booking. The NHS app also required me to contact the practice directly due to my child's age group. When I finally got through after a lengthy wait in the queue, the receptionist indicated they couldn't hear me clearly and ended the call without attempting to resolve the issue, despite my objections. I was very disappointed by this interaction. My child requires a routine appointment for health concerns and is in need of medical attention. The overall experience with this practice has been extremely frustrating and falls well short of the standard of care and communication I would expect. As someone who works within the NHS, I find this level of service to be quite concerning.

Registration took far too long with uncertain staff

Today I attended to register myself and my family. I experienced a lengthy wait of nearly an hour while the receptionist at the front desk appeared uncertain about the registration process and repeatedly consulted with a colleague positioned elsewhere to complete my paperwork. I found it frustrating that such a straightforward task seemed to cause confusion and consumed considerable time. I have an appointment with the doctor scheduled for the following week. I had hoped the clinical consultation would be more efficient, however after reviewing other feedback about the practice, my expectations have been tempered. It is disappointing that a practice situated in such a convenient location appears to be experiencing these operational challenges.

Receptionist attitude needs significant improvement

Phoenix practice does not deserve a positive rating. The reception staff can be discourteous and lack professionalism in their interactions. Some staff members have communication difficulties that affect how they engage with patients. There is a clear need for improvement in how patients are treated when they contact the practice. The overall experience has been disappointing.

Quick phone response and easy booking process

I have been a patient at this practice for three years and have had a consistently positive experience throughout. The telephone service has been efficient, and arranging appointments has been straightforward. The team members have consistently demonstrated helpfulness, friendliness and professionalism. I am only leaving the practice due to relocating to a different area.

Phone receptionist was dismissive and unhelpful

Called the practice and spoke with a member of staff whose manner I found quite abrupt and dismissive. I felt there was a lack of courtesy and consideration in the interaction. I was very disappointed with the experience and would not recommend this level of service. I feel this type of approach is unsuitable for a role in healthcare.

Long wait for a callback response

Disappointing experience with the waiting time for a response from the practice.

Staff rudeness makes appointments hard to book

The clinical staff seem capable and knowledgeable. However, the reception team can be quite abrupt and lacking in empathy. Scheduling appointments takes considerably longer than expected. Based on my experience, I believe this practice may eventually face serious concerns regarding their service standards.

Left on hold and forgotten by reception

Disappointing and unhelpful - calls are not returned promptly, and I experienced a lengthy wait while on hold before being acknowledged by reception staff. The clinical team also seemed impersonal, making me feel like just another patient rather than receiving individualised care. This has been the poorest experience I have had with a medical practice.

Quick callback and helpful phone consultation

I have consistently received excellent care at this practice. Every patient undergoes an induction process delivered by a friendly member of staff. Following a recent injury, I was contacted promptly despite the constraints in place at that time. The telephone consultation provided was of high quality, and I was promptly offered an appropriate referral during that same conversation.

Reception staff were dismissive and unhelpful

The practice demonstrated a lack of compassion, displayed discourteous behaviour, and fell short of the standards expected from a healthcare provider.

Appointments cancelled without warning or notice

This practice truly lives up to its poor reputation. The service is extremely unreliable. Appointments can be cancelled without warning, which forced me to take time off work only to have my visit cancelled. When I tried to reschedule, I was told the next available slot would be over a month away. It was a deeply frustrating experience.

Reception staff can be inconsistent and unhelpful

I have been attending this surgery for 20 years. The clinical staff have consistently demonstrated care and professionalism throughout my time as a patient. I have recently had a newborn and have attended several appointments, finding the staff to be attentive and supportive during this period. I have no concerns regarding the quality of clinical care provided. However, my experience with reception staff has been inconsistent. On some occasions they have been helpful, whilst on others I have found their approach unhelpful and overly rigid in their interpretation of procedures. Accessing appointments has become increasingly difficult, and I have noticed that clinics frequently run behind schedule. Whilst I understand delays can happen, this is particularly challenging when attending with a young infant. I would suggest the surgery consider reorganising its facilities to better accommodate families with young children. Currently, paediatric services are located upstairs, which presents practical difficulties when managing a baby. Additionally, there are no dedicated facilities upstairs for changing or breastfeeding, requiring parents to use downstairs facilities which are not ideal for this purpose. I have also noticed changes to administrative procedures that seem inefficient. Obtaining copies of test results now requires booking a doctor's appointment rather than being handled by reception staff. Similarly, prescription requests cannot be placed by telephone and collected later, requiring an appointment instead. These processes appear to place unnecessary demand on clinical time. Overall, I feel the surgery's approach to administration has shifted towards a more rigid system, moving away from the flexible and patient-focused service it previously offered.

Long phone queues and unhelpful reception staff

I have been a patient at this surgery for nearly two decades. Throughout this time, I have generally received satisfactory medical care and was therefore quite let down by my experience today. I encountered a significant wait when trying to reach reception by phone, with a considerable queue of callers ahead of me. Previously, I have been able to request a callback from a GP when my health concern could be addressed over the telephone. Today, after an extended wait, I was informed that this service was not available. When I enquired about speaking with a GP the following day, I was told this was not possible either. I then asked to speak with a manager, but was placed on hold without further assistance. I do not wish to be unkind, but I found the receptionist's manner to be quite unhelpful and dismissive. As a result of this experience, I have decided to seek care elsewhere. I feel this standard of service falls short of what I would expect.

Reception staff could improve their manner

One of the reception staff members displayed behaviour that I found quite off-putting and unhelpful. I felt they lacked both knowledge and courtesy in their interactions. I have been a patient at this practice for many years and have noticed a decline in how things are managed overall. The departure of a particularly skilled clinician has been disappointing and has made me reflect on the practice's current direction.

Long waits despite having appointments

This practice has significant issues. Despite having a scheduled appointment, waiting times consistently range from 30 to 50 minutes. In my experience, some clinicians have not appeared to take my health concerns with appropriate seriousness. I am keen to relocate to another area so I can register with a different GP.

Kind doctors who always make time to listen

The medical professionals at this practice are consistently kind and compassionate. There is always the opportunity to speak with a clinician, even when scheduled appointments are not available.

Staff were dismissive and registration process was difficult

I had a very negative experience with the staff, who I found to be discourteous and unhelpful. The registration process was unnecessarily complicated, and there was a lengthy waiting period of approximately three weeks before being able to see a clinician after registration. Additionally, a nurse appointment had to be scheduled beforehand, as direct access to a doctor was not permitted. This restrictive approach felt counterproductive, particularly when already dealing with health concerns. I attempted to book a same-day appointment for my young child by calling in the morning, but the practice would not schedule one until a clinician had conducted a telephone assessment to determine whether an in-person visit was warranted. I found this approach problematic, as I felt a proper evaluation could not be conducted over the phone, and I was concerned about the implications for my child's care. Due to my dissatisfaction with these procedures and policies, I chose to register elsewhere. In my situation, I ultimately took my child to accident and emergency, where they were diagnosed with a respiratory condition requiring immediate antibiotic treatment. I would caution others considering this practice, as the appointment system and access procedures caused me significant frustration and concern about the quality of care available.

Staff didn't listen about my allergies

The staff demonstrated reasonable attentiveness, however there were concerns about the accuracy of the clinical assessment provided. If you are a prescription-paying patient, there is a sense that the focus may be on recommending medications that prove ineffective. A significant concern arose regarding an allergy that had been clearly communicated, yet a product was recommended that contained an ingredient directly related to that stated allergy.

Receptionists and doctors actually listen to concerns

I have chosen to leave a second review for this practice. Throughout my nine years as a registered patient, I have consistently had a positive experience without encountering any issues. The clinician I regularly see demonstrates excellent care with a compassionate and empathetic approach, and is particularly attentive to what I have to say. On a couple of occasions, I was consulted by other clinicians at the practice, and they similarly showed strong listening skills and genuine engagement with my concerns. I find it surprising that some individuals have given this practice such unfavourable ratings. The clinical and administrative staff members are delivering quality care. I would encourage them to maintain these standards.