Patient Experience Summary

Feedback reveals significant challenges with appointment access and phone communication, with patients reporting extensive waiting periods ranging from several weeks to months, alongside persistent difficulties reaching the practice by telephone. Reception experience emerges as a key concern, with multiple accounts of discourteous and dismissive staff interactions, poor listening skills, and lack of helpfulness when patients seek assistance. Communication failures are evident across several service areas, including missed appointment notifications, unconfirmed bookings, and inadequate follow-up on referrals and prescription requests, leaving patients uncertain about scheduled times and care coordination.

Despite these systemic issues, positive feedback acknowledges competent medical professionals who demonstrate genuine care and attentiveness during consultations, along with instances of courteous and compassionate reception staff. Some patients report satisfactory experiences with prompt service and welcoming environments, particularly in after-hours settings. However, the broader pattern indicates organisational dysfunction affecting medication management, care continuity, and responsiveness to patient needs, with particular frustration around the shift toward remote consultations and reduced in-person examinations.

Patients express concern about the practice's ability to manage complex health conditions effectively and note inconsistencies in service quality, with some attributing deterioration to post-pandemic changes in operational approach. The feedback suggests that while individual clinical competence may be present, systemic barriers to appointment availability, communication, and care coordination significantly undermine patient confidence in the service.

Appointment

18.75 %

Bad

Reception

28.90 %

Bad

Cleanliness

42.30 %

Poor

Care

35.67 %

Poor

Respect

26.80 %

Bad

Seen on time

22.15 %

Bad

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Ella H. 2 years ago

Bad!

Terrible medical care for serious health concerns

My wife received news of a liver tumour from DR rayaan shaikh. We've been pursuing investigations into her symptoms for an extended period, consistently having to chase down information. Opting for private healthcare to expedite tumour investigations, we expected a simple referral process. On May 15th, they claimed the referral was sent. Now, on June 13th, they've only just dispatched it - nearly a whole month later. This delay is critical, especially with an unconfirmed tumour's potential severity. We repeatedly emphasized our time-sensitive concerns to staff. Numerous phone calls, emails, and endless call queue waiting yielded nothing but vague responses like "we'll follow up with the doctor." Eventually, we discovered the secretary, not the doctor, must send referrals. Another delay, another excuse. This is absolutely unacceptable. Essentially, they're gambling with human lives over a simple email! While potentially adequate for minor issues, their approach to serious health concerns is dangerously negligent. This type of medical mismanagement directly contributes to preventable health tragedies. Their disorganization is shameful. Basic communication and prompt action could save lives. Instead, they seem more concerned with lunch breaks and professional titles than patient welfare. The casual attitude towards potentially life-threatening conditions is appalling. Imagine suffering through symptoms, knowing a liver tumour exists, with zero meaningful guidance or support. Medical professionals should prioritize patient care over bureaucratic inefficiency. Absolutely disgraceful.

Trinity Medical Centre

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