Uplands Surgery

Patient Experience Summary

Patient feedback reflects a mixed experience across the practice. Many patients consistently praise the clinical care, professionalism, and compassion demonstrated by the team, with particular appreciation for appointment availability and responsive support during health concerns. However, significant access challenges emerge as a recurring theme, particularly regarding telephone systems that disconnect calls rather than queue them, online booking portals that malfunction, and prescription services that do not operate during advertised hours. Reception experience presents another area of concern, with some patients reporting unwelcoming interactions, dismissiveness when raising concerns, and interruptions during phone calls.

Administrative issues have also impacted patient experience, including registration errors that resulted in appointment cancellations and difficulties obtaining medical records. While many patients express confidence in the service and continuity of care, particularly those with long-term relationships with the practice, others have encountered inconsistencies in courtesy and respect during interactions. The feedback suggests that whilst clinical care standards remain high, improvements are needed in access systems, reception communication, and administrative processes to ensure a consistently positive experience across all patient touchpoints.