The Queensway Surgery

Phone queue blocked urgent appointment access

Called the surgery requesting an appointment due to experiencing pain and mobility difficulties, explaining that any time within the following week would be acceptable. Was informed that no appointments were available. After contacting an alternative service who advised that a medical assessment was necessary, a report was sent to the surgery outlining this recommendation. Upon calling the surgery again, staff acknowledged receipt of the report but stated that appointments remained unavailable. Was directed to contact the alternative service again, with the suggestion to do so after the surgery's closing time, which would prevent a referral back to the practice. This situation is concerning given the nature of the symptoms and the difficulty in accessing timely care. The overall experience with the appointment system has been frustrating.

Receptionist turned me away without listening

Following a serious health event a few years ago, I was advised by hospital staff to arrange a follow-up appointment with my GP upon discharge. When I attended the practice and explained this recommendation to the receptionist, I was asked to leave and told that I was taking up the doctor's time unnecessarily.

Repeat prescriptions repeatedly forgotten here

One star feels generous. This has been the most disappointing surgery I've experienced. Over the past several months, my repeat prescriptions have consistently not been processed without me having to visit in person and request them directly. Despite providing advance notice on this occasion, it still wasn't sufficient. Securing an appointment is extremely difficult, and I've been requesting a consultation with their pharmacy services for quite some time without success. I've decided to leave. I wouldn't recommend this practice.

Easy booking and helpful text reminders about results

I reluctantly registered to this surgery back in 2021 whilst I was pregnant with my first child as my previous GP was no longer able to see me due to my change of location. I was hesitant about registering here as I had heard some negative feedback from others. However, I must say they have exceeded my expectations since joining and I have never experienced difficulties booking appointments either over the phone or through their online system. They consistently send text reminders when blood test results are ready or when a review appointment is approaching. A clinician at the practice was particularly supportive when I attended with severe abdominal pain, which was subsequently identified as pancreatitis caused by gallstones. I was quite distressed at the time, but they demonstrated excellent listening skills, provided reassurance, responded swiftly, and gave me confidence that my condition would be properly managed, which led to me receiving the appropriate care. The surgery has also been very helpful in managing my son's healthcare needs, including appointments and immunisations. The reason this is not a five-star review is that reception staff can occasionally come across as curt when dealing with patients at the desk. Whilst I recognise that this is a demanding role requiring them to interact with many different people, a warmer approach would be beneficial, particularly for those who are unwell or unfamiliar with practice procedures, such as not knowing where to submit a urine sample for the first time.

Staff didn't listen during appointment booking

The service fell short of expectations with several disappointing aspects. During a call, the staff member disconnected shortly after answering, which was frustrating. When attempting to schedule an appointment afterwards, it felt as though my concerns were not being properly heard or addressed. Overall, the interaction lacked the attentiveness and professionalism I would have hoped for.

Promised referral and documents never arrived

I have generally had positive experiences at this practice over my time as a patient. During a respiratory review appointment earlier this year, I requested guidance on weight management from a clinical practitioner, who indicated they would arrange a referral to an in-house dietitian. Unfortunately, this referral did not materialise and I heard nothing further about it. I also asked for a printed copy of my care plan to be posted to me, but this was never received. These two instances were disappointing. That said, I continue to find the doctors, nursing staff, and reception team to be excellent and helpful.

Receptionist helped me get quick physio appointment

Excellent service from the reception team who were helpful and understanding, and managed to arrange a prompt appointment with the allied health professional. I consistently receive great support and assistance, thank you 😊

Friendly reception made the visit pleasant

The reception staff were welcoming and supportive, while the clinical team demonstrated both expertise and approachability. Overall, it was an excellent healthcare facility.

Callback system failed during lunch hour closure

I found the appointment booking process frustrating. When I called, I was informed I was number 15 in the queue and could request a callback instead. I accepted this option. However, when the callback came through at 13:02, the call dropped almost immediately after I answered. When I tried to ring back, I was told the phone lines were closed during that time slot. It appeared the dropped call was being counted as a completed callback attempt. This has been my fourth attempt to reach the practice this week, and today's experience was particularly disappointing.

Receptionist dismissed my concerns about blood pressure

I called today to arrange an appointment. A clinician had advised me to book a consultation regarding my medication management. I completed the necessary blood and urine tests, which returned normal results, however my readings remained elevated. Following the clinician's guidance, I contacted the practice to schedule an appointment and explained my concerns. The person who took my call did not introduce themselves and asked me about my readings. I reiterated that my results were higher than expected and that I needed to see a clinician. They responded by mentioning that my test results were normal. I acknowledged this but explained that my readings were still not at an acceptable level and that I had been instructed to book an appointment. They stated they could not locate any message about this, despite me having received communication on my phone requesting I do so. I feel that reception staff should not be interpreting clinical test results or making judgments about whether a patient requires a medical appointment, as this is outside their remit. The staff member's manner was somewhat abrupt, and I felt their communication style could have been more courteous and professional. Eventually, the appointment was arranged, and I was seen by the same clinician who had originally recommended I book the consultation.

Impossible to get through on the phone

Unable to reach the practice by telephone despite trying several times, as the line consistently indicates staff are unavailable and disconnects the call. This makes it extremely difficult to book an appointment.

Receptionist dismissed my blood test concerns

The receptionist was unhelpful when I called to discuss my test results. I had noticed something concerning in my online account and wanted to speak with someone about it, but was told there was nothing to worry about despite what appeared to be documented in the notes. I found it frustrating that the receptionist seemed to take a gatekeeping approach rather than facilitating access to the support I was seeking.

Can't get through on the phone at all

Unable to reach anyone despite multiple attempts to contact the practice.

Thorough care and helpful reception staff

The doctor at this practice is excellent. Very thorough, kind and thoughtful. The reception team are a great help.

Attentive care with good appointment availability

Outstanding service with meticulous attention to detail and good availability of appointment slots.

Receptionist got me seen the same day

I've been going through a difficult period recently. When I contacted the surgery, the receptionist was very understanding and was able to arrange an appointment for me the same day. I was seen by an Advanced Practitioner who showed genuine compassion and kindness throughout the consultation. They had a way of putting me at ease that I really appreciated, and even managed to lift my spirits during a challenging time. I'm grateful to the entire team at the practice for their support.

Helpful receptionists made booking straightforward

This is an excellent medical centre with a welcoming atmosphere throughout. The reception team are consistently helpful and courteous, while the clinical staff demonstrate genuine kindness and friendliness. The nursing team are particularly informative and attentive to patient needs. The doctors create a reassuring environment and show a genuine willingness to listen and address concerns. The care and expertise provided by the medical professionals here is much appreciated. Thank you to the entire team.

Fast solutions but phone lines frustrating

My issues were resolved quickly, and the clinical staff always took time to listen to my concerns. I didn't experience lengthy waiting times and I'm satisfied with the service overall. The main area for improvement would be the telephone system—when trying to reach reception, calls often disconnect before connecting through, which can be frustrating. Apart from that, everything else has been positive.

Booking mix-up left without follow-up communication

Attended a recent appointment for a minor procedure. Upon arrival, I discovered I had been scheduled for an incorrect type of treatment and required a different approach instead. I was accommodating about this and was asked to wait for a rescheduled appointment within the following fortnight. After a week had elapsed without any contact, I decided to ring to confirm my booking, only to learn that no appointment had actually been made. I was informed that the necessary expertise is not currently available and the practice is in the process of recruiting staff. This information would not have been communicated to me had I not made the call myself. When I asked about being placed on a waiting list, I was told one does not exist. I was offered the option to pursue private treatment, which I am now investigating at a considerable cost. This situation has been frustrating. I remain hopeful for improvements in NHS services.

Hard to get an appointment here

This has been the most disappointing medical practice I have attended. The staff seem stretched and it is extremely difficult to obtain an appointment to see a clinician. It feels as though patient care has become deprioritised. It is unfortunate that the rating system does not allow for lower scores to reflect my experience.