Tollerton Surgery

Patient Experience Summary

Patient feedback reflects a mixed experience across the practice. Clinical care and professional competence are consistently praised, with patients noting compassionate consultations and attentive physicians. However, significant concerns emerge around access to services, particularly appointment availability and the booking experience. Several patients report difficulty securing appointments within reasonable timeframes, with some unable to register new family members or facing extended waits for telephone consultations. Reception experience presents a notable divide, with some patients describing staff as empathetic and helpful, whilst others report discourteous interactions and poor responsiveness to enquiries.

Prescription handling and communication issues have caused frustration for some patients, including problems with medication availability and non-functional appointment systems. Conversely, when urgent care is needed, the practice has demonstrated exceptional responsiveness and coordination with hospital services. The practice environment is described positively, with patients appreciating the clean, contemporary facilities. Long-standing patients report consistent standards of care and continuity, though newer patients sometimes encounter barriers to accessing services. The variation in experiences suggests inconsistency in service delivery, particularly at the reception and administrative level, despite strong clinical performance.