The Waterfield Practice

Medication dispensing system caused ongoing frustration

I would consider this among the least satisfactory medical practices I have encountered. Over an extended period, I have found it increasingly challenging to obtain my regular medications, which has caused me considerable concern about my health and wellbeing. My prescriptions were changed to a weekly dispensing arrangement without my prior consent, and when I have attempted to discuss this matter, I have not felt heard or supported. Additionally, visits to the pharmacy have been inconsistent, with medications either unavailable or provided in quantities that do not align with my needs. I feel that raising concerns about my care has not been handled constructively, and I have not experienced the level of professionalism I would expect when seeking to address issues. I have been experiencing chest discomfort and currently feel unwell, which I attribute to difficulties in managing my ongoing health conditions due to inconsistent access to my prescribed treatments. I deeply regret my experience with this practice and wish circumstances had been different.

Staff avoided helping and appointments took forever

Poor experience overall. The team appeared unwilling to provide assistance and seemed focused on avoiding their responsibilities. Help was refused and obstacles were created to prevent action being taken. Waiting times for appointments were extremely lengthy. The online appointment system had significant issues - repeatedly requesting identical information upon each login, lacking file upload functionality, and operating with limited hours until 4pm only. Staff members did not appear to have access to previous messages, resulting in the same questions being asked repeatedly. Disappointing service.

Practice doesn't read consultant letters properly

The practice has declined to authorise my repeat prescription and appears not to have reviewed correspondence from my specialist. This has left me without essential medication over the extended weekend, which has caused me considerable distress and negatively affected my health. The repeat dosages on file appear to be inaccurate, and I feel the service has fallen short of the standard I would expect. I believe that increased in-person availability and better coordination between the practice and specialist services would improve patient care, particularly for those managing long-term conditions. The level of service has been disappointing, and I have noticed a significant decline from what this surgery previously provided.

Chaotic practice with poor organisation and communication

Poorly organised and chaotic experience that was distressing. This practice would benefit from significant restructuring or new management with a more professional approach.

Reception staff gave conflicting information about my visit

My experience has been largely shaped by interactions with the reception team. They often seem to regard patients as an inconvenience rather than embracing their role. There was an instance where I received one set of instructions over the phone, but when I attended the practice as directed, the same member of staff provided contradictory information and was unhelpful, leaving me feeling the appointment was unproductive. On the brighter side, the clinical staff I have consulted with have demonstrated genuine care and attentiveness, conducting thorough assessments and offering practical support. It's reassuring to have that positive aspect to balance things out! 😁

Repeat prescriptions and booking remain frustratingly difficult

The process for obtaining repeat prescriptions can be frustrating at times. Additionally, booking an appointment requires using the online system, which is only available during operating hours and occasionally unavailable due to staff training sessions. This limited accessibility may contribute to increased pressure on emergency services.

Practice ignores deaf patient accessibility needs

Completely unhelpful. I am deaf and have informed the practice of this, yet they continue to send me messages asking me to call the surgery to arrange a telephone appointment. I wonder how other deaf patients manage in this situation?

Receptionist was unhelpful and rude

I would not suggest that others register with this GP practice. The reception staff came across as unfriendly and unhelpful during my interactions with them. The experience fell well short of expectations.

Appointment system needs serious improvement

The appointment scheduling system and overall management of the practice require significant improvement.

Dismissed concerns until private clinic intervened

The healthcare provider dismissed my concerns about a potential health issue, which led me to seek clarification through my own research despite lacking medical training. When I raised the matter again, the concerns were not acknowledged. I subsequently obtained a private medical opinion, which identified the issue, recommended treatment, and my child's condition improved noticeably following this intervention. I was also advised that timely treatment had been important for my child's wellbeing.

Difficult to reach doctors and unhelpful staff

This practice has been the most disappointing I have experienced. I found it very challenging to obtain appointments or communicate with clinical staff. The team were unhelpful and uncooperative. My partner and I have decided to move our family elsewhere as we had concerns about the standard of care provided for our young children.

Prescription delays and poor communication issues

I have been experiencing ongoing difficulties with delayed prescription processing for some time. Today, when I attended to collect my regular prescription, I was unable to receive it due to a note on my file indicating that the medication could not be dispensed until a consultation had taken place. I was unaware of this requirement as I had not been informed about this in advance.

Turned away without help at reception

One of the poorest experiences at a medical practice. I attended with my child and was instructed to leave and book an appointment through the standard process. When I explained I had already attempted to do so, I was repeatedly told to go home. The interaction felt dismissive and discourteous.

Online booking system left me waiting weeks

After experiencing health concerns for several weeks, I submitted an online request through the practice system for an in-person appointment. I received confirmation via text a few days later, but the earliest available slot was nearly three weeks away. I found the service frustrating and felt the process was impersonal and dismissive. When I contacted reception to explain I needed to be seen sooner, I was transferred to another staff member who asked me to complete another online form as though I were a new patient. I was disappointed with the overall experience at this practice and felt the system did not prioritize patient needs. I would recommend contacting NHS 111 instead, as I found the local clinic service more responsive and able to provide treatment more promptly.

Difficult to get appointments when you need them

The practice does not always demonstrate professionalism, and there appears to be a reluctance to schedule appointments even when health concerns warrant attention.

Clean surgery with attentive and caring staff

Having a baby naturally involves considerably more appointments at the practice for both myself and my infant. Across all routine checks and any health concerns that have arisen, the clinical team and administrative staff have consistently demonstrated attentiveness, compassion and professional expertise. The surgery maintains excellent standards of cleanliness throughout. I feel fortunate to have access to this NHS practice.

Felt truly understood at last

I had an appointment yesterday and was absolutely blown away by the help I received. I've never experienced such excellent care before, it was truly amazing. The clinician really helped me during a difficult time when I hadn't been feeling well, and for once I felt genuinely understood. An exceptional doctor.

Phone lines make appointments feel unnecessarily difficult

Recent interactions with the clinical staff have been positive, with practitioners demonstrating genuine care and attentiveness towards patients. However, there are concerns about the reception team's training and approach, as I have observed instances where a receptionist appeared unhelpful and dismissive when assisting an older patient who was having difficulty navigating the online booking system. Despite feeling reasonably confident myself, I find the prospect of contacting the practice quite daunting, as callers often seem to be treated as though they are reporting an urgent crisis rather than a routine matter. The appointment scheduling system appears to have significant limitations. The telephone lines are unavailable during lunch hours, and in-person appointment bookings are restricted to a specific midday slot, while the online consultation service operates only within standard business hours. This creates practical difficulties for patients with full-time employment who need to access GP services. Additionally, when telephone consultations are eventually arranged, patients receive only a broad timeframe such as "morning," which can be problematic for those who need to coordinate with work commitments.

Felt unheard and dismissed by the practice

The service fell short of professional standards. There was a sense that patient wellbeing was not being treated with appropriate concern.

Receptionist didn't listen or show respect

I found the reception experience quite disappointing, as I felt I wasn't being listened to and the manner was rather unfriendly 😔