Walker Medical Group

Receptionists helpful but doctors won't examine properly

I would give a lower rating if possible. I have been a patient at this practice for over two decades and have noticed a significant decline in the quality of care. The receptionists remain pleasant and make genuine efforts to assist, despite the limitations placed on their role. During one visit, I attended regarding a lump and was informed it was not a concern and could not be addressed as it would be classified as a cosmetic procedure. However, this lump is in a sensitive area, causes discomfort and oozing, and continues to enlarge. I felt that a thorough physical examination did not take place. On another occasion, I presented with severe muscular and spinal pain that was unusual for me. I was asked to provide a urine sample for testing but never received any results or explanation. Subsequently, I was told that my symptoms may be psychological in nature and was advised about lifestyle changes and other possible causes. Accessing care has become increasingly difficult. Appointments can only be booked through an online system, which presents a significant barrier for those without internet access. This feels outdated and impractical. Given these ongoing concerns, I have decided to register with a different practice and would encourage others to consider doing the same.

Online booking system leaves patients frustrated

The service fell short of expectations, with minimal personal contact available when attempting to schedule appointments. I was directed to complete an online booking form via a link rather than being offered phone appointments. After submitting the form, I received a confirmation that my request had been received, but received no further guidance on next steps. This approach left me feeling that patient care was not a priority. When I contacted the prescription inquiry line, despite being first in the queue, it took over 15 minutes to reach someone. I have concerns about this system's accessibility, particularly for those who may struggle with typing on mobile devices or understanding digital processes. For vulnerable patients, this reliance on online methods could create a genuine barrier to accessing the medical support they require.

Staff treated me with contempt and dismissal

The practice provided no meaningful support or consideration for my needs, and when I attempted to ask questions, I felt treated with significant disrespect by the team.

Out of hours phone assessment missed the mark

I contacted an out-of-hours service on a weekend or early in the week and spoke with a clinician. I had been unwell for approximately a week, experiencing chest discomfort and fatigue while resting at home. I also have an existing serious health condition and am in my eighties. The clinician suggested I had a viral illness with fatigue and advised that management would involve allowing time for recovery. Over the following couple of days, I contacted my regular practice and spoke with a different clinician who, after discussion, indicated I had a chest infection and provided antibiotic treatment. I was also asked to provide a sample to help assess my hydration status. Throughout this period, I felt my symptoms were more severe than what was being addressed. I am typically quite active, and this experience has left me dissatisfied with the care I received during that initial consultation.

Poor communication about prescription changes

The practice lacks clear communication regarding medication management and appears willing to leave patients without adequate supply or reduced dosages. When I contacted them, the staff member was dismissive and provided only vague reassurance that someone would contact me later, without specifying when. The overall impression was that their priority was ending the call rather than addressing my concerns properly.

Reception staff dismissive when discussing health concerns

I have had a lengthy journey seeking appropriate care at this practice over the past several years. During my interactions with staff members, I have consistently felt spoken to in a manner that came across as dismissive and unhelpful. On one occasion, a comment was made about my research into my condition in a tone that felt belittling, despite my efforts to develop understanding of my health situation. Given that neither the practice nor hospital services have provided the support I needed, I have pursued independent investigation and have only experienced modest improvements through my own efforts. I believe there would be value in the practice reviewing how clinical staff communicate with patients, particularly in ensuring that individuals seeking help do not feel diminished or undermined during their consultations.

Missed appointments waste slots for others

The reality is that when patients book appointments and then fail to attend without cancelling, it reduces availability for others who genuinely need to be seen. If people took the time to either keep their scheduled slots or properly cancel them in advance, there would be more openings for patients requiring care. Rather than complaining about lack of appointments, it's worth considering the impact of no-shows on the system.

Medication forgotten repeatedly, appointments take months

This practice appears to be among the most problematic I have encountered. Appointment availability is challenging across the sector, though waiting periods of nearly two months for serious health matters seem excessive. Medication management has been problematic, with a regularly prescribed injection not being ordered for an extended period, resulting in significant interruptions to hospital-coordinated care. Treatment plans have been altered without prior notification, with changes only becoming apparent when emergency services arrived and needed to adjust ongoing care accordingly. There has been reluctance to continue pain management prescribed by a specialist facility, despite that specialist having determined the medication necessary for my condition. Communication between this practice and the specialist has also been difficult to facilitate. Staff appear unfamiliar with current protocols, requiring patients to provide guidance on established procedures and guidelines. I would strongly recommend seeking alternative care elsewhere. The continued operation of this practice is difficult to understand. In response to the practice's reply, my medical records substantiate the concerns raised. I anticipate further discussion regarding these matters.

Reception staff weren't very helpful

The reception team's manner was unwelcoming and they were not particularly helpful with my enquiry.

Urine sample test never completed or followed up

Extremely poor service, would give zero stars if possible😠😠 My daughter has been unwell since last week. I contacted the practice and was instructed to provide a urine sample, which I did. After waiting a week, I called again today only to find the test had not been carried out. I was informed that an on-call clinician would contact me. When they did call, they assured me they would perform the urine sample test and get back to me promptly, but this callback never happened. As a result, I am taking my daughter to accident and emergency instead. I feel this practice has provided a very poor standard of care and find the situation deeply disappointing.

Reception attitude needs improvement here

I have been a patient at this practice since birth and am now 45 years old. Today, I felt the receptionist spoke to me in a condescending manner when I enquired about some findings from my blood work. I had to search online afterwards to understand what had been discussed, as the explanation provided was unclear. I found the attitude towards my genuine questions to be unhelpful. I have fond memories of previous staff members who provided excellent service. I also want to acknowledge a staff member who came on shift and assisted me promptly after I had experienced a lengthy wait, which I greatly appreciated. Their kindness made a significant difference to my experience that day.

Friendly team that really listens

One of the finest general practice teams in the area.

Prescription sorted quickly and staff listened

I have been a patient at this practice for over three decades and have consistently had a positive experience. The entire staff, from those at the front desk through to the clinical team, have always been excellent. The prescription service was particularly helpful when I needed assistance with a recent request, which was handled promptly and efficiently. When I followed up for additional reassurance, the staff member was professional and supportive throughout. The practice has built an outstanding team that genuinely listens to patients' concerns. I am very grateful for the care and attention I have received during my time here.

Felt genuinely listened to and unhurried

The clinical staff I saw were excellent. I felt heard and that they took their time with me. They were comprehensive in their approach and communicated everything clearly. The reception and administrative team are consistently helpful, supportive and courteous.

Couldn't get an appointment when I needed one

I tried to book an appointment after spending weeks managing my anxiety about doing so. When I called, I was informed that there were no available slots. This has made me think about whether I should register with a different practice.

Helpful staff who really listened to me

Good healthcare professional, excellent care provided, and supportive staff. The clinician demonstrated dedication to their work and showed strong expertise in their medical field.

Reception didn't understand my accessibility needs

I feel the clinical staff would benefit from additional training in supporting patients with disabilities and neurodivergence. During my visit, I didn't feel my needs were properly understood or respected. The appointment left me feeling very uncomfortable and upset. I attended simply to obtain a work-related document, not to be made to feel judged about my condition. This experience has made me reluctant to attend appointments in the future.

Felt unheard about daughter's ongoing health concerns

Took my young daughter to the practice as she had been experiencing persistent digestive issues. The initial consultation did not result in any helpful guidance or onward referrals, and I was simply advised to monitor the situation. Through my own investigation, I discovered she had a dietary intolerance, which the practice had not identified. I contacted the practice to request further assessments and a referral. I was asked to attend an appointment for blood tests to be carried out. When I arrived, I observed that the healthcare professional performing the procedure was not wearing protective gloves, and the needle was already positioned in the equipment. I raised concerns about this practice and chose not to proceed with the test as I felt it did not meet appropriate standards. I subsequently made a complaint to the management team, who informed me that gloves are not routinely worn during this type of procedure. I found this approach to be below the standard I would expect. I was invited back for another appointment, at which point the decision was made that blood tests were unnecessary. When I requested a referral to a specialist in nutrition, I was again asked to attend the practice for an assessment. The recommendation was to reintroduce the food item that appeared to be causing the symptoms in order to evaluate any changes, before proceeding further. Overall, I felt the care provided fell short of what I would hope to receive. I have since sought support directly from a specialist in nutrition to address the concerns properly.

Hard to book appointments at this surgery

It's not a bad practice overall, but securing an appointment can be challenging. There are a few clinicians who provide good care, while others tend to rely heavily on medication without much follow-up support. The reception team are pleasant and welcoming.

Quick appointment and attentive staff

Excellent team members, quality care provided, and efficient scheduling for appointments.