Topcliffe Surgery

Patient Experience Summary

Feedback reflects a mixed experience across the practice. Clinical and nursing staff receive consistent praise for their professionalism, courtesy, and responsiveness, with many patients noting they feel heard and valued during appointments. The practice environment is described as welcoming and well-organised, and reception staff are frequently commended for their supportive approach. However, significant challenges emerge around appointment access, with patients reporting difficulties securing timely appointments and experiencing lengthy phone waiting times, with some calls going unanswered. Medication request processing presents a recurring concern, with delays reported despite confirmation of submission.

Pharmacy interactions have generated mixed feedback, with some patients praising efficiency whilst others describe dismissive or discourteous conduct. Reception experience is similarly variable, with some staff noted as accommodating whilst others are perceived as unhelpful or discourteous. A small number of patients raised concerns about attentiveness to mental health matters. Despite these operational challenges, many patients express strong confidence in the clinical care provided and appreciate the practice's efforts to manage constraints, with several noting it compares favourably to other local practices.