Three Chequers Medical Practice

Phone booking gave wrong appointment time

When I called to arrange a vaccination appointment for my child, I was given a time of 13.50 pm. However, upon arrival at the practice, I was informed the appointment was scheduled for 13.40 pm. When I raised this discrepancy, staff mentioned they had attempted to contact me at 13.40 pm, though I did not receive any call or message about the appointment time. During my wait, the healthcare professional appeared to have availability for approximately ten minutes before the next scheduled appointment was due. Despite this gap, they did not offer to proceed with the vaccination immediately, which could have been accommodated given their free time and the interval before the following patient. This experience was frustrating as I had travelled for an hour to attend the appointment.

Receptionists lack information on care pathways

This practice falls significantly short of expectations. Particularly when managing care for a family member receiving support at home, the lack of compassion and understanding is deeply concerning. The limited appointment availability compounds these issues. On multiple occasions, both I and my family, along with external care providers and support staff, have encountered considerable obstacles when attempting to secure appropriate care and medical support for our relative. The reception team appeared to lack sufficient knowledge and provided unclear guidance when I contacted them seeking direction on how to access the necessary medical assistance.

Terrible Practice

Trainee doctor dismissed concerns and fobbed us off - following which patient saw private GP and was immediately referred to consultant who - prioritised surgery as advised it was very urgent due to a tumour !!!!

Staff kept smiling despite the pressure

The team demonstrates genuine commitment. They work with dedication and persistence. They manage challenging circumstances with professionalism. They maintain a positive attitude throughout.

Helpful staff explained my options clearly

A transparent discussion regarding available care approaches

Felt genuinely cared for during my appointment

I recently attended an appointment at the local clinic for a routine procedure. I would like to express my gratitude to the clinical team, and in particular to one member of staff. This healthcare professional demonstrated exceptional care and compassion throughout my visit, showing genuine empathy and a gentle approach. I am truly grateful for the attentive and considerate treatment I received.

Staff went above and beyond for elderly patient

Outstanding service from the medical team on duty and the reception staff. They went above and beyond to provide excellent care and support in arranging hospital transport for my elderly relative. Thank you so much 💓

New patient experience felt dismissive and unhelpful

I was given misleading information from my initial visit. When I went to collect my prescription on the day specified, I found the information provided was inaccurate, which wasted my time. I subsequently had to make changes to my arrangement. As a new patient, I felt dismissed and not properly supported. I do not consider the service to be of an outstanding standard based on my experience.

Quick response to specialist referral arranged

I requested a triage call in the morning on a weekday. Within fifteen minutes, a clinician called me to discuss my health concerns and scheduled an in-person appointment for the following day in the afternoon. Early the next week, I received notification that I had been referred to a specialist at the appropriate hospital department. Later that same day, I was informed via the NHS app that a specialist appointment had been arranged for the following Friday morning. The entire process was remarkably swift and well-coordinated. I am in my eighties and have required increasingly frequent medical attention recently, but this practice has consistently demonstrated friendliness and efficiency throughout my care.

One-month prescriptions only costs more

After receiving two- or three-month repeat prescriptions without difficulty at previous GP practices, I found that my current practice restricted me to one-month supplies at a time, which significantly increased both the expense and inconvenience of obtaining my medication. When I enquired about this, I was informed it reflected their internal policy, despite my understanding that other local practices in the area continue to provide longer prescription periods. I found it disappointing that the practice appeared to implement a policy that made the process more burdensome and costly for patients. As a result, I have since registered with another local practice that I felt offered a more accommodating approach to prescription management.

Quick response to appointment and prescription same day

I have been a patient at this practice for a considerable time and have been satisfied with my care. I completed an online submission form and received a call the same day. After missing the initial call, a voicemail was left and I received an email confirming my appointment for the following Tuesday. The entire process took less than a week from my initial submission. The clinician who left the message was prompt in seeing me, verified that I had received the communications, and was approachable throughout. They were among the most attentive clinicians I have encountered at this practice. My appointment was scheduled for 9:55am and my prescription was sent to my chosen pharmacy on the same day. The consultation was comprehensive and the clinician took time to ensure I fully understood my care plan and felt comfortable before concluding the appointment. The experience never felt hurried. Five stars - whilst this practice may receive some negative feedback, the team members are genuinely dedicated and professional. I would encourage others not to be discouraged by critical reviews.

Online booking system makes appointments easier

I've attended several medical practices in the local area and consider this one to be the best I've experienced. Coming from a larger city centre facility where I felt like just another patient, the difference has been noticeable. The appointment scheduling system had its challenges in the past, particularly for those juggling work commitments and family responsibilities, but the introduction of their new online booking platform has made a substantial improvement. While the building itself isn't as contemporary as some alternatives, this isn't a concern for me as the quality of care takes priority. Most of the front desk team are excellent, though there are a few individuals who could benefit from further development in their interpersonal approach and understanding of clinical priorities. The clinical staff members I've encountered have all been pleasant, compassionate and well-informed. Overall, my time here has been positive and I would recommend this practice to others.

Callback system doesn't work as described

Attempting to arrange a callback from a clinician regarding a straightforward question proved to be quite challenging. When I contacted the practice, I was directed to use an online portal system and informed that I could then schedule a callback appointment. However, I found that the online system did not appear to offer the option to request a callback from a specific clinician as suggested.

Reception staff were genuinely kind and helpful

It's disappointing to read negative reviews of the reception team as, at this practice, I have always found them to be kind, friendly and efficient.

Reception staff made me feel genuinely welcomed

In my opinion, this is the finest medical practice in the Salisbury area. The team demonstrates exceptional compassion and kindness throughout. Given my complex health needs, the practitioners have consistently gone above and beyond to support me. I have no criticisms of either the clinical staff or the wider team, though I would particularly like to highlight the clinician who knows my case well and provides excellent care, as well as another practitioner who I see when the first is unavailable—both demonstrate genuine understanding of my requirements. The reception team deserve special mention for their helpfulness and professionalism. The pharmacy staff are equally commendable. One nurse in particular is wonderfully personable and creates a warm rapport, always engaging positively with me. This is an outstanding practice with a truly dedicated team.

Booking system needs urgent modernisation

The appointment booking system is extremely frustrating. I spent a considerable amount of time on hold only to be informed that no further appointments were available that morning, and was instructed to call back at a later time. The core problem is that you need to remain available throughout the entire day to receive a telephone assessment call. This creates significant difficulty for those with work commitments, as calling at the designated times is not feasible without taking unpaid time off. The clinical staff are genuinely pleasant and provide excellent care once you manage to secure a consultation, however the appointment booking process feels outdated and no longer reflects current needs. Additionally, telephone-based assessments appear less effective than in-person appointments. At the very least, it would be beneficial to schedule these telephone assessments within a specific time window of perhaps thirty minutes to an hour, rather than requiring all-day availability. This inflexible system likely drives many people towards emergency services instead, which places additional strain on NHS resources and creates unnecessary delays for everyone involved.

Reception staff lost records and dismissed concerns

The reception team appears to be disorganised and lacking in adequate training for their role. There seem to be significant gaps in basic customer service and administrative competency. A patient record was deleted, which prevented timely medical attention, and symptoms deteriorated during the week-long delay to restore it. Once an appointment was eventually secured, I decided to move forward rather than dwell on the issue. The patient works long hours and cannot make calls during standard callback times or remain on hold, so written consent was provided authorising me to manage her healthcare communications on her behalf. Reception confirmed this arrangement was acceptable and I successfully arranged one appointment using this consent. However, when I subsequently called to request a referral to a specialist following a hospital visit, I was informed that no record of this consent could be found in their system. This is confusing given that the same consent had apparently been accepted previously. When I explained I would return in person to resubmit the consent and ensure it was properly documented, the staff member's tone suggested I was being unreasonable. I am now concerned about the possibility of further record issues occurring. I explained that a referral to the specialist department was needed based on advice from a hospital clinician following a recent visit, and that a new appointment was not necessary. I was told that a triage call would first be required before any referral could be processed. I am extremely frustrated by this experience.

Friendly check-in and blood test experience

Checked in via the digital system, the nursing staff member was friendly, polite and demonstrated good technique when taking my blood sample.

Admin staff didn't listen to feedback

The administrative team appeared to struggle with active listening, which made initiating conversations challenging for patients. The interactions felt obstructive, with feedback not being acknowledged or acted upon. The approach to patient communication lacked courtesy and professionalism. It was difficult to understand how someone in a front-facing administrative role, particularly when handling telephone enquiries, could operate without demonstrating basic courtesy and respect.

Booking system requires multiple lengthy phone calls

I cannot recommend this practice. The appointment booking system is extremely frustrating. Whenever I needed to see a clinician, it required multiple phone calls, with each call involving 30 minutes or more of waiting to speak with reception staff who seemed disengaged and failed to grasp why I was calling. On most occasions, I was advised to ring back the following day because the practice was too busy. That said, on the rare occasions when I did manage to speak with or see a clinician, they were quite helpful. I'm uncertain why I remained registered here for the past two years given my disappointment with the service the vast majority of the time, but following today's interaction with reception staff, I have decided to leave the practice.