The Surgery @ Aylestone

Patient Experience Summary

Feedback reflects a mixed experience across the practice. Many patients report positive interactions with reception and clinical staff, noting courteous communication, professional care, and efficient appointment processes, particularly for vaccination clinics and blood tests. However, significant concerns emerge around appointment access, with multiple patients describing difficulty reaching the practice by phone, lengthy delays in securing appointments, and challenges with callback arrangements. Prescription processing delays and occasional oversights with requests have also been noted.

Communication failures represent a recurring theme, with patients reporting unfulfilled promises of callbacks, lack of proactive notification about appointment cancellations, and insufficient follow-through on commitments. Some patients have experienced extended waits for referral outcomes and form completion without adequate updates. A small number of patients raised concerns about transparency regarding clinician qualifications and the shift toward limited in-person consultations.

Despite these challenges, the practice demonstrates strengths in care quality when appointments are secured, with patients consistently praising attentive listening, compassionate approaches, and thorough clinical assessments. Reception teams are frequently highlighted for helpfulness and accommodation, and referral processing has been noted as efficient in several cases. The practice appears to be working toward service improvements, though systemic issues with appointment availability and communication responsiveness require attention.