The Queensway Surgery

Friendly staff made a worrying situation manageable

During a recent visit to the surgery, I attended with a significant swelling on my joint that was causing concern. Throughout my care, all staff members I encountered demonstrated friendliness and helpfulness. Although the condition was not immediately serious, it was understandably worrying. Over the following few days, I was seen by multiple healthcare professionals who arranged appropriate investigations including blood work and imaging. I am grateful to the reception team and all clinical staff for the attentive care I received during this time. I recognise that others may have had different experiences, but I wanted to share my own positive encounter.

Helpful follow-up care after hospital stay

My child had a follow-up appointment following a hospital stay. The clinician was very supportive, reassured me about my concerns, and provided plenty of helpful information. The practice itself was clean and well-maintained, and the reception team were courteous and professional.

Impossible to reach anyone by phone

I signed up with the practice a few months ago and have found it frustrating to get through to book an appointment. When I tried, I was told staff were occupied with other patients. I also attempted to set up an online account but encountered issues with the login credentials not working. Overall, I found the process disappointing. I recently tried to cancel an appointment and faced similar difficulties reaching someone to speak with. After attempting to call during the morning, I was unable to connect with a member of staff for several hours. Due to these ongoing challenges with accessing the practice, I am considering registering elsewhere. I have experienced persistent issues with contacting the surgery over an extended period.

Reception supervisor took time to listen and help

I had previously submitted a very critical review for this practice and filed a formal complaint with the surgery. I was pleasantly surprised to receive a call the following morning from a member of the reception team in a supervisory role. This person was extremely pleasant and respectful, and made considerable effort to listen to and address my concerns regarding ongoing medication access. They took action to ensure that I can obtain my medications when required, which has been a significant relief. I have great appreciation for their understanding and professional approach.

Helpful staff who actually listened to me

One of the finest medical practices I have experienced, as it genuinely made a significant difference to my wellbeing. The team demonstrates exceptional professionalism and consistently shows a willingness to provide assistance.

Can't get appointments when you need them

Unable to secure an appointment when matters became urgent, which was deeply frustrating. The service fell well short of expectations.

Kind and professional staff made me feel heard

The medical team at this practice demonstrates kindness, professionalism, and a helpful approach to patient care.

Reception staff were dismissive and unhelpful

Nowadays, the practice does not seem to prioritize patients with serious concerns. Appointment availability is limited, with waits extending several weeks. The reception team's approach varies, though some staff members could benefit from improved communication skills and professionalism. There appears to be insufficient medical staffing, which may explain the reliance on alternative healthcare providers. The overall experience has been disappointing, and I would suggest considering other practices in the area.

Reception staff were kind and helpful

I would like to express my appreciation to the entire team at the practice for the outstanding care and attention provided. All members of staff, from those at the front desk through to clinical professionals, demonstrated kindness, professionalism, and a genuine willingness to help.

Impossible to book an appointment when needed

It is extremely difficult to obtain an appointment during times of genuine need. The telephone lines remain constantly busy throughout the day with no alternative option to request a callback.

Phone queue staff were unhelpful and rude

Absolutely the most inadequate practice out there. Reception staff are extremely rude, it takes an exceptionally long time to secure an appointment, and there are frequent issues with prescription management.

Receptionist made the check-in process smooth

I was greeted by a lovely receptionist who was very helpful and welcoming. The clinician I saw was excellent, demonstrating genuine care, thoroughness, and professionalism throughout the appointment.

Long-term patient appreciates friendly reception staff

Excellent medical practice with friendly and welcoming staff. I have been a patient here for over fifty years.

Receptionists unhelpful and dismissive at reception

I have been a patient at this practice for a considerable time, however I have found the reception staff to be unhelpful and unwelcoming. I have experienced difficulty in obtaining appointments to see a clinician. Despite these concerns, the practice continues to advertise for new patients, which seems inconsistent.

Appointment slots gone by nine each morning

It is extremely difficult to secure an appointment at this practice. Slots are unavailable by mid-morning on a daily basis. Since the surgery operates on a same-day booking system rather than advance scheduling, patients must call each morning to attempt to obtain an appointment. This approach feels inadequate in terms of patient care standards. The practice was previously of a much higher standard. I would not recommend registering here, as the patient-to-clinician ratio appears to be imbalanced.

Records lost and prescriptions refused after switching

Absolutely appalling. Paid for a medical examination and the necessary documentation was not completed properly, so it was not accepted. After changing surgeries, my medical records went missing and I have been unable to obtain my repeat prescription as a result. When I sought assistance with this matter, I was not given the support I needed. Additionally, there has been a refusal to update the address details on my file.

Quick response to appointment requests

Whenever I requested an appointment, I received a response on the same day. The practice provided thorough information in response to my inquiry, and I am satisfied with the service received.

Long waits outside in the cold

I attended today to collect my routine medication and found the entrance door locked, requiring patients to wait outside in the queue during dark and cold conditions. I waited in the queue for a considerable amount of time as it took quite a while for medications to be dispensed to patients. The staff member who assisted me was courteous, however this locked door arrangement is not suitable for vulnerable patients, particularly older individuals or those who have difficulty standing for extended periods.

Phone system and website constantly broken

Disappointing practice. The telephone system and website both have significant issues and are frequently unavailable. The appointment booking process is frustrating.

Same day appointment for skin concern

Excellent practice. I had a minor skin concern. When I called to arrange an appointment, I was pleased to be seen the same day. The clinician I saw was very helpful throughout my visit and provided effective care that resolved my issue. I'm very grateful to the surgery for their prompt service.