Gayton Road Health Centre

Receptionist took time to answer my questions

I called today with some questions about the service, and the receptionist who answered was genuinely pleasant and cheerful. She took the time to explain everything clearly, remained courteous throughout the conversation, and even checked whether there was anything else I needed to know. I appreciate the attentiveness shown during that interaction.

Free parking made the visit convenient

The location offers convenient parking facilities at no cost.

Long waits for routine appointments frustrate

Contacted the practice today to arrange an appointment and was informed that standard appointments have a waiting period of several weeks, with the alternative being to call on the day itself in hopes of securing a same-day slot. This approach feels impractical for those with work commitments. I was also advised that an initial telephone consultation might be offered first, which seems like an additional delay. I rarely seek medical care, so when I do reach out it's because I have a genuine need. I'm uncertain about how to lodge a formal complaint about this experience.

Online booking system beats waiting on the phone

The telephone system can be quite challenging to navigate. However, additional staff have been recruited to handle calls, so whilst you may find yourself waiting 30-40 positions in the queue, you should typically get through within approximately 30 minutes. If you have created an online account, you can book appointments through the website or use the messaging feature to request an appointment. Responses typically arrive within 20 minutes and you will receive an email notification when a reply has been posted. I have found this approach considerably more convenient than telephone waiting, and it has also been kinder to my phone bill. It is worth attempting. UPDATE: The practice now uses a booking system to facilitate online appointment requests. It is relatively straightforward to set up and streamlines the appointment request process. There are screening questions to complete, which serve to help prioritise your needs appropriately and ensure you are directed to the right clinician. Completing this typically takes 5-10 minutes, which remains preferable to holding on the telephone. The practice usually responds fairly promptly to offer assistance and arrange an appointment if needed. Sometimes this involves a telephone callback the same day, though they cannot guarantee a specific time. Morning slots are typically available between 09:00-13:00 and afternoon slots between 15:00-17:30, though some clinicians may also make calls during their lunch break if running behind schedule. I cannot comment extensively on other clinicians, but my assigned clinician has consistently been willing to accommodate telephone consultations and makes considerable effort to see me. I believe much depends on the relationship you establish with your healthcare provider. For those managing long-term health conditions like myself, it should genuinely feel like a collaborative partnership. If you are not connecting well with your assigned clinician for any reason, you can write to the practice management and request to be transferred to another. There are several excellent clinicians at the surgery and others that are less so. Therefore, do not hesitate to see different clinicians until you find one who suits you. For someone managing long-term chronic health conditions, I cannot praise highly enough the team providing my care. From the reception staff who handle my requests personally, to the clinical staff administering my treatments and tests, to my excellent assigned clinician who joined the practice this year, and all the administrative personnel who ensure my correspondence and records from the various hospitals I attend are returned and filed in my permanent medical record so their recommendations can be implemented. Thank you.

App-based prescription request proved frustrating

I simply needed to request a prescription refill, but the process required using a specific digital application. The experience felt frustrating. I was scheduled for a consultation call late in the evening but unfortunately missed it, possibly due to not setting it up correctly on my end, as I'm not particularly comfortable with technology. Now I'll have to begin the entire procedure again tomorrow, which is disappointing.

Felt unheard and dismissed at appointment

The clinician demonstrated a manner that I found to be discourteous, unhelpful, and fell short of professional standards.

Long phone queues but otherwise solid

The telephone waiting times can occasionally be quite lengthy. However, aside from this, it is a satisfactory GP practice overall.

Long wait for blood test results explained poorly

This practice has fallen significantly short of expectations. I would rate it lower if possible. The clinical staff appear dismissive of patient concerns. There are considerable delays in obtaining test results, requiring persistent follow-up over extended periods. The service quality at this practice seems to contribute to patient health declining and placing additional strain on emergency departments.

Reception team made booking straightforward

I consistently experience a high standard of care during my visits.

Struggled to book appointment and share my concerns

It has been challenging to secure an appointment, and the process required disclosing the nature of my visit to reception staff, only to be informed that no slots were currently available.

Couldn't get face to face appointment

The service provided fell significantly short of expectations. Following a recent hospital discharge, I was unable to obtain an in-person appointment with a healthcare professional, despite being informed via telephone that one was assigned to oversee my care. Additionally, obtaining necessary documentation required considerable effort and persistence.

Frustrating phone queue system for appointments

This is a good practice overall, though the appointment booking system could be improved. Having to ring at opening time to request a consultation, only to find yourself far down the queue, and then being asked to call back later to repeat the process, is quite frustrating and could be streamlined.

Doctors won't call back at convenient times

I found the service to be disappointing overall. The clinical staff appear to have limited availability for in-person appointments, and the practice seems inflexible when dealing with individual circumstances. When the practice does contact patients by telephone, they don't typically check what time would be convenient, which can be problematic if someone is unavailable at that moment—and they don't tend to call back if contact isn't made. My family and I have invested considerably in private healthcare but have experienced consistently poor service quality. This situation feels unjust and I believe the practice should review and enhance the standard of care it provides to patients.

Long waits but staff stayed patient

The practice always seems to have a lot going on.

Long waits and unhelpful reception staff

The poorest medical practice I have experienced.

Phone consultations aren't always the best option

I feel that in-person appointments would be preferable to telephone consultations for all patients.

Always felt listened to and cared for

I have consistently experienced excellent standard of care throughout my visits.

Impossible to book an appointment here

It was extremely difficult to secure an appointment, which is frustrating. This kind of experience likely contributes to people seeking care elsewhere.

Nurses took time to explain things clearly

The nursing staff consistently demonstrate courtesy and provide clear explanations throughout appointments.