Gayton Road Health Centre

Unhelpful staff who don't listen to patients

The practice demonstrated a lack of concern for patient care. I found the service unhelpful and felt the surgery fell short of expectations.

Front desk helpful but continuity of care difficult

The reception staff are accommodating and supportive, though it can occasionally be challenging to secure an appointment with your preferred clinician. It may be useful to note that if you are registered with this healthcare group, you have the option to locate your clinician and arrange an appointment at any affiliated practice within the network that suits your needs.

Friendly reception made the visit pleasant

Excellent

Reception staff need better training on confidentiality

I have had a positive experience with the clinical staff member I consulted, however I found the reception experience to be unsatisfactory. The receptionist appeared unhelpful and somewhat discourteous. Additionally, I observed that conversations with other patients were conducted at a volume that allowed information to be overheard by others in the waiting area, which raised concerns about privacy.

Long phone queues make booking difficult

Completely unhelpful experience with no availability for routine consultations. Instructions were given to call back at a specified time for afternoon slots, but after an extended wait on the phone line, I was informed that only urgent cases were being seen and directed to contact the out-of-hours service instead.

Reception staff really went the extra mile

This is the finest practice I have been a part of. The reception team consistently demonstrates exceptional helpfulness and willingness to go the extra mile. The pharmacy staff on site are equally impressive and come highly recommended. The clinician I had the opportunity to consult with proved to be understanding, forward-thinking and straightforward in their approach. In fact, all the medical professionals at this practice share these same positive qualities.

Felt unheard during rushed appointment

I recently attended an appointment where the clinician appeared preoccupied with computer tasks while I was describing my concerns. When I finished explaining, I was told that these things are simply part of life.

Service has noticeably improved recently

There has been a marked improvement in the quality of service since my previous assessment. While it hasn't quite returned to its former standard, it is considerably better than it was several months ago. The practice appears to have refocused on prioritising patient care, and this shift is evident in the experience I have received. The difference is substantial and very much appreciated. Thank you.

Frustrated by third party app appointment process

I encountered a new arrangement today involving the outsourcing of appointments to an external service provider. After being informed once more that no local appointments were available, I was contacted and asked to download an application and submit personal information to proceed. Following confirmation of a video consultation, I was then requested to provide a photograph for verification purposes. The explanation provided regarding why this photograph was necessary was unclear, which raises concerns about whether personal and biometric data might be collected and retained by this additional third party organisation for potential commercial purposes. My request for medical support was subsequently declined by the external provider, citing the need to 'protect' me through the verified photograph requirement, despite my primary care having been redirected to them by my own surgery.

Pharmacy queue times could be shorter

The pharmacy service can take quite some time to receive assistance.

Receptionists work hard despite limited appointments

The care provided by clinical staff has consistently been of high quality. The reception team demonstrates genuine effort within the constraints of their role. It is important to recognise that appointment availability is beyond their control, and they should not be subjected to poor treatment from patients.

Reception hung up during appointment booking

It has been challenging to schedule an appointment with a healthcare provider at this practice. I experienced what I felt was discourteous treatment from the reception staff, including having my call disconnected. I subsequently sought care at another healthcare facility.

Helpful staff made me feel welcome

The team members are very supportive and approachable, including both the clinical and nursing staff.

Slow admin form processing despite quick payment demand

This feedback does not concern the clinical care provided at the surgery. However, I do wish to raise concerns about how administrative matters are managed. I required a form to be completed to support a reimbursement claim for a holiday I was unable to attend due to injury. I submitted the form to my local surgery, which needed completion by a healthcare professional. The form required only a few straightforward details and a brief statement regarding my fitness to travel. I was informed that the organisation handles such requests through a centralised team, and my form was forwarded there for processing. A fee of £55 was charged for this administrative service, and I was advised that completion could take up to six weeks. Notably, payment was requested and collected immediately. I find it puzzling that the payment was processed so swiftly whilst the actual service takes considerably longer. The dates for my flights have now passed. I am concerned that the airline, which may have been accommodating initially, may now be less receptive to my claim. The organisation provides no direct contact details for the team handling these requests—no name, telephone number, or email address. To obtain updates on progress, I must call the main medical line and wait to speak with someone. This seems inefficient, as it diverts medical staff resources when a simple administrative enquiry could be handled by office personnel. I believe the stated timeframe is unreasonable, particularly given how promptly payment was collected. This delay will likely result in my claim being unsuccessful. I have paid for a service that has not been delivered to a satisfactory standard. This arrangement appears neither fit for purpose nor in the customer's interest.

Long phone wait with no appointment offered

The service was disappointing. I spent a considerable amount of time on the phone attempting to book an appointment, only to be informed that no slots were available. There was no suggestion of an alternative arrangement such as a telephone consultation at a later date. The staff member handling my call did not appear particularly helpful or concerned about my situation.

Staff explained everything clearly throughout procedure

I recently underwent cataract surgery and am delighted with the outcome. The preparation team handled my left eye with attentiveness and professionalism, incorporating a friendly manner that helped me feel at ease. Following this, I had a final eye assessment and consultation with the consultant surgeon before being transferred to theatre, where the procedure was performed with support from the operating theatre staff. The entire experience was seamless, professional, and welcoming. The preparation staff explained each step clearly during the initial phase. The theatre team ensured I remained comfortable and relaxed throughout. The surgery itself took approximately 20 minutes, after which I was returned to the prep area to recover until I felt orientated. My original appointment was scheduled for later in May, but due to a cancellation, I was able to have my left eye treated earlier in the month. I was advised to proceed with my subsequent appointment for my right eye, which took place this morning. Within less than 12 hours, I noticed improved clarity and sharpness in my vision. Following the initial procedure, I received a follow-up call the next day from the staff member who conducted my original assessment in March to check on my progress, with another call arriving a week later. The results have exceeded my expectations, and I would strongly recommend this team to others. Thank you.

Quick appointment and seen on time

Successfully obtained a triage appointment and was seen promptly at the scheduled time.

Straightforward visit at a standard practice

Local health centre. Much the same as any other general practice surgery.

Long wait times and unhelpful reception staff

Not the most ideal location to attend

Reception staff dismissive when discussing elderly relative care

I was very disappointed with my recent interactions with my GP. During a visit last year following a consultation about my father who is in a care home, I felt the clinician's comments were dismissive and lacked compassion. The language used made me feel as though my father was being treated as insignificant rather than as a valued person. More recently, during another appointment, I was advised that due to my father's declining kidney function and his age and existing health conditions, hospitalisation should be avoided in future. I felt deeply concerned by this guidance and have the impression that my father has been written off. I believe healthcare professionals should be committed to treating patients and improving their wellbeing, and I'm troubled by what feels like a lack of that commitment in this case.