The Smithy Surgery

Patient Experience Summary

Feedback reflects a mixed picture of service quality at the practice. Many patients commend the clinical team for their professionalism, compassion, and attentiveness, with several highlighting positive experiences during appointments and procedures. Reception staff are frequently described as helpful and friendly, and patients appreciate the welcoming environment and supportive approach to care. However, concerns about declining standards have emerged, with some patients reporting inconsistency in reception experience, where courtesy varies between staff members. Appointment booking has become a source of frustration for several patients, with difficulties accessing follow-up care and challenges navigating new booking systems. Administrative issues including lost forms, extended waiting times on calls, and conflicting information have been documented, alongside reports of poor responsiveness to patient contact attempts. These service gaps contrast with the positive clinical interactions many patients experience, suggesting inconsistency across different areas of practice operations.

Long-standing patients have noted a deterioration in care standards over recent years, with some describing discourteous staff interactions and increased difficulty in securing timely appointments. The combination of appointment booking challenges, reception inconsistency, and administrative delays appears to be affecting patient confidence in accessing care, despite continued appreciation for clinical competence and compassionate treatment during consultations.