The Queensway Surgery

Unhelpful reception staff dismissed my appointment query

Attempted to arrange an appointment through the reception team. Despite the text message directing me to contact the surgery, the staff member indicated they were unable to assist and provided no alternative guidance or contact details to help resolve the matter. The response was unhelpful, with the explanation given that the surgery was busy and therefore unable to help at that time.

Disorganised practice with unhelpful staff

The practice appears to have adequate staffing levels. However, the organisation and coordination could be significantly improved, and there are concerns about the quality of training provided. Overall, the service falls short of expectations. I would recommend considering alternative healthcare providers. The experience was disappointing throughout. I wish you well in finding better care elsewhere.

Reception barriers made appointments increasingly difficult

This practice was once excellent, but that is no longer the case based on what I have experienced. We found ourselves frequently redirected elsewhere by reception staff who came across as unwelcoming, rather than being given the opportunity to consult with a clinician. This led us to switch practices due to the frustration we encountered. Being unable to secure appointments when facing health concerns felt concerning. Over the last couple of years, my main frustration has been with the standard of service regarding appointment availability and interactions with reception staff who seemed disengaged and unhelpful. When we did manage to see clinical staff, they remained courteous and competent, but accessing them became progressively more challenging due to the way appointments were handled, postponed and organised.

Reception staff didn't listen to my concerns

This has been the poorest experience I have had with a GP practice to date. There was a member of the reception team who did not appear to have adequate time to properly engage with patients. During my visit, the clinical team were unable to identify the underlying cause of my ongoing respiratory issue. The main concern throughout was that the staff did not seem to listen carefully to what patients were trying to communicate.

Receptionist helpful and doctors listened well

The reception team are pleasant and supportive. The clinical staff have demonstrated efficiency and helpfulness throughout my care, and I would particularly like to acknowledge one clinician who provided excellent service. They displayed strong knowledge, attentiveness and empathy. They took time to explain my test findings, processed my referrals promptly and ensured I remained updated on the progress. I am very grateful for this experience.

Reception staff dismissive when seeking urgent appointment

Disappointing experience. The practice seems adequate if you require a routine prescription or have a non-urgent matter. However, if you are unwell and need to be seen, access to appointments appears problematic. I contacted 111 for guidance, and they advised me to contact the practice as I needed to be assessed. When I called back, the receptionist was dismissive, suggesting she had already informed me there were no available slots and questioning why I was calling again. She instructed me to contact 111 instead. I would recommend considering alternative providers if you have the option.

Helpful receptionist guided me on travel vaccines

The physiotherapy team were really lovely and provided helpful support with my condition. I spoke with a friendly receptionist today who gave me useful guidance regarding travel vaccinations.

Poor communication about medication review requirements

It would be helpful if the practice communicated more clearly when a medication review is required, as I've found myself without one of my regular medications and unable to request a refill due to lack of notification about the review process, despite having had one completed not long ago. I would also appreciate a more supportive approach to health discussions, and I'm concerned about the advice received regarding a longstanding digestive issue, where a potential cause was identified but no action was suggested despite the symptoms persisting for an extended period.

Impossible to book an appointment here

The practice has implemented an appointment system that requires attending in person at 8 am or attempting to book by phone at the same time, which many find challenging to access. If unsuccessful, patients must repeat this process the following day. This approach feels outdated for modern healthcare provision.

Not enough appointments available here

The practice appears to be stretched with insufficient medical staff to adequately serve the patient population.

Online appointments save time and hassle

Since the pandemic, the practice has shifted predominantly towards remote consultations or telephone appointments. I find this approach considerably more convenient than the previous system of waiting extended periods for in-person slots or travelling to the surgery for minor concerns. The clinical staff demonstrate good judgment in identifying when patients require further assessment or when there are genuine reasons for concern, and I am generally aware of when my own health warrants more serious attention.

Receptionist rudeness makes appointments impossible

This has been my poorest experience with a GP practice to date. The reception staff came across as unwelcoming and unhelpful. Obtaining appointments and accessing information proved to be quite challenging. This difficulty appears to be a common concern based on feedback from other patients at this practice.