The Village Surgery

Felt listened to during ear procedure

Attended the surgery for ear microsuction treatment. The clinician who performed the procedure was exceptionally pleasant, taking time to explain each step of the process and providing helpful information throughout.

Receptionist dismissive when wife needed urgent help

My spouse recently received a serious health diagnosis and was undergoing intensive medical treatment. She felt unwell and called at 8.15am seeking an appointment, only to be told none were available and asked to ring back the following day. When she attempted to explain her symptoms, the receptionist interrupted her, came across as dismissive, lacked empathy and was discourteous. Upon my spouse's objection, the receptionist offered a complaints email address. I subsequently called back and spoke with a different member of reception staff who was helpful and supportive, and we were able to arrange for a clinician to visit. This visit confirmed a significant infection, and appropriate medications were prescribed. Unfortunately, my spouse did not note the name of the initial receptionist, which would have enabled us to lodge a formal complaint. I should emphasise that we have no concerns whatsoever regarding the clinical team and healthcare professionals at the practice, who have consistently demonstrated professionalism and genuine compassion throughout our experience.

E-consult made getting cream really simple

Excellent service today using the online consultation system. I submitted a request for a topical treatment for a skin irritation through the digital platform. Within a couple of hours, a prescription had been sent directly to the pharmacy along with helpful guidance from the clinician. There was no need to phone the surgery or attend an in-person appointment. Very convenient and efficient. Thank you.

Helpful staff made all the difference

Wonderful service - the nursing staff went above and beyond to help me.

Felt listened to and put at ease

Attended an appointment today and found the clinician to be reassuring and well-informed, addressing all of my concerns thoroughly. I would be happy to return for future appointments.

Helpful nurse explained everything clearly

The care and service I received from the nursing staff was both excellent and informative. Many thanks.

Friendly reception staff made booking straightforward

Had great service when I visited the practice. The receptionist at the desk provided excellent customer service, being very friendly and helpful throughout. The healthcare assistant who took my blood pressure was efficient and quick, explaining the procedure clearly. Overall, I had a very positive experience at the practice.

Finally got through after weeks of calling

I had to make multiple calls over a three-week period before I was able to secure appointments, which finally came through yesterday. While sitting in the waiting area, I noticed the receptionist appeared to be making personal calls and arranging appointments for a family member. Both I and another patient present seemed quite surprised by what we observed.

First jab experience felt reassuring and calm

The healthcare professional who administered my flu vaccination was very reassuring and attentive, ensuring I felt comfortable throughout the procedure as it was my first experience with this type of appointment.

New physician associate role eased my stress

Had a consultation with a healthcare professional in a newly established intermediate clinical role at the practice. This position sits between the nursing staff and the doctors. The entire experience was fantastic and the clinician was an absolute delight. I really hope this system continues. It makes the whole consultation process much less stressful. Brilliant.

Staff took time to explain everything clearly

Had a wonderful visit to the practice. Every member of the team demonstrated courtesy, warmth, and professionalism throughout. The clinical staff member was particularly helpful, taking time to clarify procedures and address my concerns thoroughly. The overall standard of care was excellent. Highly commended 👍

Friendly staff who actually listen to patients

The staff at this practice are genuinely helpful and approachable across all roles. I feel heard and valued during my visits, and despite managing multiple health concerns, I consistently receive care that meets my expectations.

Impossible to book an appointment during work hours

How does anyone manage to secure appointments at this practice? I haven't been able to. It seems the only way is if you're available to ring at 8 in the morning and then hold on indefinitely, day in and day out. The system is quite frustrating! If your work commitments start at that time each morning throughout the week, you'll struggle to get seen. It's been roughly 18 months since I last managed to get an appointment with a doctor. I had a hospital test done, but haven't been able to arrange a follow-up appointment to go over the findings since then.

Professional approach made me feel informed

The healthcare professional demonstrated a professional and friendly manner, taking time to explain the upcoming procedures and what to expect.

Phone communication left me feeling upset and unheard

I had a very negative experience during a recent phone consultation. I was upset and angry about the manner in which clinical matters were discussed and the suggestions that were made regarding my care. I felt the approach taken was inappropriate given my personal circumstances at the time. This experience has prompted me to lodge a formal complaint about the consultation.

Felt reassured and well supported throughout

I was seen today by a member of the nursing staff who was very polite and reassured me throughout the entire appointment!

Friendly and thorough reception staff

The staff member was excellent, displaying a friendly demeanor and providing thorough care. Much appreciated.

Helpful follow-up calls made all the difference

I appreciated the caring approach shown during my healthcare consultations. The clinician maintained consistent contact throughout my care and always called as scheduled, taking time to explain matters clearly to me.

Pleasant and helpful guidance received

A very positive experience with helpful guidance provided.

Always helpful and welcoming reception staff

The healthcare professional provided excellent service as they consistently do.