The Queensway Surgery

Phone queue problems delayed urgent appointment access

I attempted to call early in the morning on a Friday to arrange an urgent appointment for a prescription, but experienced repeated call disconnections and was unable to access the phone queue. After persisting for approximately 2.5 hours, I eventually got through, only to be informed that no appointments were available until the following Monday. I proceeded with booking this slot as it seemed to be the only option available. When I arrived on Monday, I provided my details to a member of reception staff who directed me to the upstairs waiting area. I remained there for just over an hour before returning downstairs to enquire about the delay, which required queuing at the desk again. I was then informed that I had not been properly registered on the system, which meant my appointment had been cancelled by the clinical team. The clinician declined to see me, and the earliest alternative appointment offered was a week away, despite this being classified as an urgent matter. I feel significantly let down by the standard of care and service provided at this practice, which appears to have deteriorated considerably.

Prescription delays and unhelpful reception staff

This practice has significant issues. I have ongoing health concerns and my prescriptions are frequently delayed while waiting for authorisation. The team at reception can be unhelpful and discourteous. Over 11 years, I have had very limited access to clinical appointments. The overall experience has been disappointing and I have concerns about the service provided.

Reception refused to offer same-day appointment

My daughter requested a prescription for antibiotics as she was unwell. No telephone appointment was made available, and she was directed to visit the adjacent pharmacy for assessment. However, given her weakened state due to existing health conditions, the surgery advised her to contact the out-of-hours service after 6.30pm. When she did so, she was instructed to attend the hospital, which she felt unable to do due to the distance and her condition. She then made the effort to attend the surgery reception in person, where she was informed that emergency appointments were not available at the practice. No same-day appointment or alternative appointment on another day was offered to her. Following this, she attended the adjacent pharmacy, where she was advised that only one antibiotic option was available. This was not suitable for her needs, leaving her uncertain about how to proceed. We feel the situation was not handled appropriately, and we intend to pursue this matter further.

Quick response and actually listened to concerns

I completed an online consultation on Monday and was asked to call to arrange an appointment on Tuesday. I was seen the same afternoon by a clinician who was very kind and genuinely listened to my concerns. I left feeling very happy and impressed with the level of service and support provided by the surgery. I also had a positive interaction with a member of the reception team regarding a matter related to my husband's care.

Reception team made me feel welcome

I would like to thank the clinician who performed my minor surgical procedure. They were excellent and made me feel very comfortable, with wonderful bedside manner. I would also like to thank the reception and nursing staff I have encountered, as they have always been very helpful. This is a wonderful practice.

Felt genuinely cared for at my practice

The practice feels welcoming and familial, with staff members who consistently go the extra mile to provide care.

Frustrated by review removal policy

Why are reviews being removed? Is it because unfavourable feedback isn't welcome?

Front desk won't book appointments for me

Extremely poor experience at this practice. One star is too generous, would rate much lower if possible. Recent update: the situation continues to deteriorate. I am unable to secure an appointment due to difficulties at reception. I was provided with an out of hours contact number, however when attempting to use it, the line was either busy or would ring through without connecting, then disconnect without explanation. There appeared to be no proper call management system in place.

Felt genuinely listened to at my appointment

I recently had an appointment at the practice and couldn't be happier with the experience. The clinician was attentive and made me feel heard throughout the consultation.

Saturday appointments made work life easier

Today I had an appointment with a member of the nursing team. They were wonderful and very helpful and friendly. I would also like to commend the extended hours service, which is extremely valuable for people with work commitments like myself. Thank you very much to everyone at the practice.

Phone consultation explained medication options clearly

I recently had a telephone consultation to review my medication. The clinician provided a thorough explanation of the implications of my current treatment and offered guidance on transitioning to a different option. I found the discussion to be very satisfactory and appreciated the professional manner in which it was handled.

Efficient service despite busy appointment slots

The practice provides a good standard of service, though it can experience periods of high demand.

Phone queue delays made appointment access frustrating

I was very disappointed with my experience. I received a letter asking me to contact reception to arrange an appointment following an online submission about a skin concern. After waiting 40 minutes on the phone, I was informed that the practice does not book appointments in advance. When I mentioned the letter I had received, I was told that the clinician was unavailable and suggested I call back from a later date. I asked whether another clinician could assess my concern, but was told this was not possible. This was frustrating given that I have previously been seen by other clinicians at the practice for similar issues. The whole situation felt poorly coordinated. Matters like this should ideally be addressed promptly, yet based on this interaction, it seems I may have to wait an extended period for an appointment. I found it confusing to receive a letter encouraging me to make contact when it appeared an appointment could not actually be arranged.

Friendly receptionist made the phone call pleasant

I recently had a phone call with a local surgery in the area and wanted to share my positive experience. The receptionist was incredibly polite, helpful, and professional over the phone — their manner really stood out and made the interaction pleasant. While I wasn't over the moon about the waiting time, I completely understand that the surgery is in a busy, highly populated area and demand is understandably high. That said, the surgery itself is very well-organised, efficiently run, and impressively clean, which is reassuring and appreciated. Overall, a good experience — especially thanks to the excellent service provided by the reception team.

Reception didn't help with prescription delays

I've had to visit the surgery multiple times this month regarding my regular medication, and I even needed to contact emergency services for urgent pharmaceutical support. The practice appears to have declined in quality, with the reception staff seeming unsympathetic despite what I felt was an administrative error on the surgery's part regarding my essential medication. This appears to be a recurring problem.

Difficult to reach by phone or in person

It can be difficult to reach the practice by phone, and attending in person doesn't always result in getting the help needed.

Front desk staff helped speed up my diagnosis

I want to commend all staff at this surgery, most especially the reception team whose prompt response facilitated an early diagnosis, intervention and treatment for me in the months following a significant medical event. This appreciation is long overdue. Thank you to the entire team at the surgery. You deserve recognition for your excellent service.

Reception helped arrange same-day telephone appointment

I needed to arrange a telephone consultation with a clinician, and although the receptionist initially indicated that only in-person appointments were available that day, she was able to secure a telephone slot for me on the same day, which I appreciated. Reading through various reviews, there appears to be considerable criticism expressed, but I feel compelled to note that throughout my time as a patient at this practice, the care and support provided by all staff members have consistently been of a high standard, particularly from the clinician I consulted with.

Reception staff refused to book urgent appointment

I had a very difficult experience when attempting to book an appointment at reception. I was experiencing significant bleeding and pain over several days and required urgent medical attention. Following advice from A&E to contact my GP, I found the reception staff member unhelpful and unwilling to schedule an appointment for me. Their manner left me feeling upset and distressed. Fortunately, a supervisor was able to intervene and assist with resolving my situation. I was concerned by what I perceived as dismissive and discourteous treatment, not only toward myself but also toward another patient who attended after me. I found this interaction deeply troubling and felt the standard of care fell short of what I would expect.

Can't get through on the phone line

It is extremely difficult to reach this practice by telephone, as they no longer offer a queuing system for callers. I was advised by 111 that I needed to secure an appointment urgently, but unfortunately I was unable to get through to anyone at the surgery despite multiple attempts to contact them.