The Saltscar Surgery

Phone calls went unanswered after missed appointment

My partner was scheduled to receive a vaccination. The practice contacted her and she returned their call promptly, only to be informed that she had missed an available appointment slot at the local primary care centre. A similar situation occurred three days later at approximately 8:25 on a Saturday morning. She called back within minutes but was again told she had missed the appointment window, with assurance that another would be arranged shortly. A week has passed without any further appointment being offered, and she has been unable to reach anyone at the reception desk despite multiple attempts. Given that others we know have successfully obtained appointments at the same primary care centre during this period, we are puzzled as to why an appointment has not yet been provided to her.

Reception staff were helpful but care fell short

I have made the difficult decision to leave this practice after a considerable period of time. I felt compelled to lodge a formal complaint regarding aspects of the service, which was not a decision I took lightly. As someone with personal knowledge of my own healthcare needs, I have come to feel that the care and support I am receiving no longer meets the standard I require. I do wish to acknowledge that the reception team and certain other staff members are genuinely helpful and professional. However, these positives do not extend throughout the practice as a whole. I am unable to recommend this surgery to others at this time.

Smooth and efficient flu jab appointment

Excellent system for flu vaccinations today, well done to the practice.

Reception staff dismissive and unhelpful with queries

The reception team's approach felt unhelpful, as though they were providing quick answers rather than genuine assistance, which gave the impression of prioritising convenience over proper service.

Felt rushed and not properly listened to

Not every healthcare professional appears to demonstrate genuine interest in understanding the reason for your visit.

Reception staff attitude let the practice down

The clinical staff members were very friendly and professional, however the reception team member was arrogant and unprofessional. This prevented a full five-star rating.

Reliable care from multiple doctors here

Excellent practice. I have consistently been satisfied with the service provided. Over the years I have been seen by several different clinicians here and they have all ensured I remain a loyal patient.

Staff really listened and made time for me

I cannot speak highly enough of this practice. I see two healthcare professionals and two nursing staff members here, and they consistently do their best to support me. They listen carefully to my concerns and always make time for my appointments.

Same-day booking system leaves vulnerable patients struggling

I am extremely frustrated with my experience at this surgery. My relative has significant mobility difficulties and struggles to walk most days. When attempting to book an appointment, I am consistently told that I must call on the morning of the desired appointment date. This system seems impractical, particularly for those who may not be able to make calls themselves and rely on family members to do so. When I called to arrange an appointment for the following day, I was again instructed to ring at 8am without any discussion about whether the situation was urgent or time-sensitive. When I questioned this requirement, I was simply told that this is when the appointment diary opens. This approach feels inflexible and unhelpful. My relative cannot travel to the surgery independently, and arranging transport around work commitments is challenging. She is managing multiple long-term health conditions and experiences considerable daily difficulties. She is reluctant to seek medical care as she feels others have greater needs. I believe this surgery has deteriorated significantly and lacks the compassion it claims to demonstrate towards patients. The level of care and consideration shown does not match the standard I would expect. I am seriously dissatisfied with the service provided and feel the practice does not take sufficient pride in supporting its patients. I would strongly encourage the surgery to reflect on how it can improve its approach and show genuine empathy in its dealings with vulnerable patients. I have given the lowest possible rating because I felt obligated to do so in order to submit this feedback.

Friendly reception made the visit worthwhile

Excellent Medical Practice I had a very positive experience at this healthcare facility. The clinical team demonstrated professionalism and competence throughout my visit. The staff were attentive and helpful, making me feel well cared for during my appointment. The practice maintains high standards of service and I would recommend it to others seeking quality medical care.

Staff made me feel genuinely listened to

The team demonstrated a supportive and compassionate approach throughout my visit.

Friendly reception staff made booking easy

Excellent family healthcare facility.

Long-serving team listens and cares well

I have been with this Practice for approximately 13 years, having joined after my spouse was already established as a patient. I have complete confidence in the clinical team and have consistently received excellent care with meticulous attention to my health needs. While I would not wish to highlight individual staff members, I can genuinely say that the team works well together, drawing on each other's strengths, and they demonstrate a genuine commitment to patient care with empathy and dedication. The level of attention provided is truly outstanding.

Removed from surgery after communication difficulties

I registered with this surgery in August 2014. I was prescribed medication and asked to return after a month, which I did. However, I was then informed that the medication would be discontinued, which was not what I had anticipated. I spoke with the practice manager, who arranged for another clinician to contact me by phone. During this call, I experienced difficulty understanding the clinician due to communication barriers. My wife assisted by speaking with them instead, and I was told that medication would be sent to me via a pharmacy that day. This did not occur. Subsequently, I received an unexpected call from the practice manager informing me that I was being removed from the patient list due to concerns about my conduct towards the clinician. I was also told that another person had been present in the consultation room as a witness. I questioned whether medical consultations should be private and felt concerned that I had not been informed someone else was listening to my call. When I attempted to follow up on this matter, staff indicated they had been instructed not to engage with me and suggested I contact the emergency services for any urgent medical needs. I felt this was an unhelpful response. While I acknowledge there may be different perspectives on this situation, I felt my account was not sought by the practice management before the decision was made to remove me from the list.