The Waterfield Practice

Sensitive care and professional approach throughout

My elderly mother attended the clinic today and received sensitive and professional care from the staff members she saw. Many thanks.

Website booking system makes appointments impossible

I would rate this surgery at the lowest level possible. They have stopped accepting telephone calls, and their website is difficult to navigate, even for someone with reasonable computer skills. The shift to an online-only system may be intended to reduce pressure on staff, but it has created significant barriers to accessing care. I was unable to secure an appointment for my young child who has an eye condition. Additionally, I am dealing with a respiratory infection that is causing severe symptoms. After completing an online form requesting urgent attention, I received notification that my case had been reclassified as routine, with an appointment offered several weeks later at an inconvenient time. This entire process occurred without any direct contact with clinical staff. The system feels ineffective and frustrating. I ultimately needed to contact an alternative healthcare service to obtain necessary medication. When patients feel compelled to seek help elsewhere rather than through their registered practice, it suggests the current system is not functioning as intended.

Reception staff talked over me repeatedly

I am not a patient myself, but my daughter is registered there. I have had contact with the reception staff on several occasions with my daughter's permission. In my interactions, I found the reception team to be dismissive, they would interrupt during conversations and adopted what felt like a condescending manner. My daughter has expressed her reluctance to contact them, as she feels her concerns are not being properly heard. I submitted a formal complaint, but did not receive a response. Based on my experience, I would suggest considering alternative healthcare providers.

Online urgent booking failed to get callback

One star is far too high a rating. I would strongly advise against using this practice. My relative is a patient there and required urgent medical attention on a weekday for significant discomfort. The practice does not operate a telephone line, requiring all appointment requests to be made through their online system. I used their booking portal and selected the urgent appointment option. Upon submitting details about the symptoms, the system indicated the matter was urgent and confirmed a callback would be provided the same day. No call came that day, nor the following day. By the weekend, I had contacted the out-of-hours service, who were very helpful, and they arranged an urgent appointment at an alternative location. I am deeply disappointed with the service provided by this practice. I am also concerned about patients who may not have reliable internet access and what options would be available to them. It seems contradictory to offer an urgent appointment service while failing to follow up for several days. This experience has left me with serious concerns about the practice's responsiveness and accessibility.

Practice has declined over the years

The standard of service at this practice has declined significantly compared to previous years, when the staff and clinical team were of a much higher quality.

Impossible to reach reception by phone

The reception team could be more helpful and they are difficult to reach, though they are undoubtedly affected by the challenging circumstances within the healthcare system. The phone menu options provided cover appointments, test results, referrals, and reports, but there is no option for general enquiries. Test results are available during a specific midday window, yet the practice closes during lunch hours, which creates an inconvenient gap. It raises questions about whether the current arrangements have been properly thought through.

Reception refused to help with online appointment booking

It's a GP practice offering medical assistance comparable to other NHS services. However, a significant drawback is the heavy reliance on online systems for all processes. When I visited to arrange an appointment in person, I was directed to complete the booking from home instead. My wife experienced the same when she attended the desk to register as a patient, being asked to use her computer at home rather than receiving assistance. The reception team could consider offering to help patients complete online bookings at their desk using the practice's computer, particularly given how valuable direct interaction can be within healthcare settings.

Doctors and nurses were genuinely lovely

I haven't had any contact with the reception team, but my interactions with the clinical staff at this practice have been very pleasant.

Reception staff didn't listen to my concern

The receptionist displayed an unhelpful manner and appeared dismissive of concerns raised. Rather than engaging with the issue presented, they repeated the same response without attempting to understand the situation properly. This practice falls short of expected standards and would benefit from external review or oversight to address the service quality concerns or facilitate necessary changes in management.

Reception staff were dismissive and unhelpful

The reception team demonstrated poor communication skills and seemed unhelpful with my enquiries. Obtaining an appointment proved extremely difficult, with lengthy waits between booking and availability. When I attempted to use the online system as suggested, I found it ineffective and my concerns were not adequately addressed. The overall experience left me feeling that the practice was disorganised and unresponsive to patient needs. I would recommend considering alternative healthcare providers in the area.

Reception team sorted my concerns quickly

The reception team members are exceptionally helpful, kind and understanding. I attended with some concerns and they managed to address this promptly and efficiently. The nursing staff member I spoke with was also particularly wonderful, going above and beyond by assisting me even during their break time. I'm very grateful to everyone involved!

Long-term patient disappointed by declining care standards

I have been a patient at this practice for many decades. I previously had very positive things to say about the service provided. Unfortunately, my experience has changed significantly, and I am now disappointed by what I perceive to be a considerable decline in the standard of care being offered. This is deeply regrettable.

Reception staff were dismissive and unhelpful

The reception team's conduct fell significantly short of expectations, demonstrating a lack of courtesy and professionalism that undermined the quality care provided by the clinical staff.

Reception staff were dismissive and unhelpful

The staff members displayed a dismissive and curt manner, and while I initially thought the negative feedback might be isolated incidents, I found this not to be the case. The administrative and reception team were particularly unhelpful and unwelcoming. The premises appeared poorly maintained and unclean throughout. I would suggest considering alternative practices in the area instead. This facility does not inspire confidence in the quality of care provided.

Receptionist unhelpful, appointment booking system broken

I have been waiting for over a month to secure an appointment for my ongoing health concern. The reception team were unable to provide any meaningful assistance. Am I expected to manage my symptoms indefinitely while waiting for an appointment slot to become available? The practice appears to operate with significant delays in scheduling, making it extremely difficult to access care in a timely manner. The experience has been deeply frustrating. I had a telephone consultation scheduled for a weekday and did not receive any call during the appointed day. When I contacted the practice the following day, I was informed there was no record of my appointment request and was advised to submit another request through the online system. This is particularly concerning as I have already submitted multiple requests through the same system within the previous week with no acknowledgement. The suggested course of action was to submit yet another request and then wait several additional weeks for a response, on top of the considerable time already spent waiting for initial contact. The overall experience with the practice has left me feeling that accessing care is unnecessarily difficult and time-consuming.