Walker Medical Group

Phone queue left us without support

Called today regarding a prescription matter for a family member who has recently undergone a procedure. Was informed that no one was available to assist and was directed to contact an alternative service instead. The call was made mid-morning. I feel the practice has declined in quality since previous staff members departed. The service provided was disappointing. I requested that a manager contact me today to discuss my concerns but was told they would attempt to do so without certainty. I intend to escalate my complaint to the relevant regulatory body regarding my experience with this practice.

Prescription line constantly engaged and frustrating

I have been attending this practice for many decades, and regrettably it no longer maintains the standard it once did. I encountered difficulties when attempting to update my online repeat prescription, which had not been refreshed. Getting through to the prescription department proved extremely challenging, as the telephone line was consistently busy, and when reception attempted to transfer my call, the connection was lost. While I recognise the team works under considerable pressure, I feel the system could benefit from improvement. As a result, I will be without my necessary medication until I am able to make contact with the appropriate staff member when they return to work.

Busy surgery doing their best for everyone

This practice covers a substantial catchment area with patients of varying ages, and whilst appointment availability isn't always flexible to individual preferences, the team demonstrates genuine commitment to serving the community and making considerable efforts to provide good care. That dedication merits the highest rating.

Long wait for mental health appointment offered

I needed mental health support and was offered an appointment by phone several weeks away. I found the waiting time frustrating and felt let down by the delay in receiving care.

Always helpful and genuinely caring

No issues whatsoever, consistently supportive and compassionate throughout.

Felt treated like a person, not a number

I have been a patient at this surgery for many years, as I was not aware of alternatives, but I have recently made the decision to switch to a different practice, which has proven to be an excellent choice. At my new surgery, I feel properly cared for and valued as an individual rather than simply a transaction. I believe this practice needs to modernise its approach. I am disappointed with how I have been treated throughout my time here.

Reception staff blocked access to care

It was extremely frustrating to attempt contacting the practice this morning. The reception staff were unhelpful and difficult to get past, making it feel impossible to access care. I needed a prescription urgently following a distressing incident, but was unable to speak with a clinician and was offered an appointment several days away. This experience mirrors previous attempts to reach the practice, which have consistently been disappointing. The overall service fell well short of expectations.

Redirected to a discontinued online booking service

I attempted to book an appointment by phone and was informed that the earliest available slot was two weeks away. When I explained the reason for my appointment request, I was advised to use the practice's online booking system. After ending the call, I tried to access this service only to discover it was no longer available. I then called back on the same number, but after waiting through several minutes of ringing with no response, I disconnected. On my next attempt using a different phone line, the call was answered promptly. However, when I explained my previous experience and the issue with the discontinued online service, the receptionist appeared unable to hear me clearly, repeatedly asking if anyone was there before the call was disconnected. Based on this experience, I found the reception staff to be unhelpful and lacking in professionalism. The situation felt circular, with guidance towards services that no longer functioned, and technical difficulties that made the process of simply booking an appointment unnecessarily complicated. The extended waiting time for appointments also suggests the practice may be under considerable strain. I would have given a lower rating if the system had permitted it.

Straightforward appointment booking process

A reasonably satisfactory medical practice.

Reception staff seemed more relaxed than helpful

The service felt more relaxed than proactive.

Reception staff were dismissive and unhelpful on phone

The reception staff displayed extremely poor manners and unprofessional behaviour. I had called approximately a week prior and received an appointment with a clinician. When I rang back today feeling significantly worse and requesting medication for severe nausea, as I was unable to eat or sleep and at risk of hospitalisation due to dehydration and inability to retain fluids, I was offered only a telephone appointment. I explained calmly that I needed medication which cannot be obtained over the phone. The receptionist responded dismissively, and when I reminded them that they had arranged a phone appointment previously, they seemed indifferent. I repeatedly expressed how unwell I was and my concern about potential hospitalisation, but was met with an apathetic response. I felt deeply disrespected and upset by this interaction, as I expected professional treatment. The call lasted approximately 45 minutes with significant waiting time and repeated unanswered rings before being attended to. I found the overall experience wholly unacceptable and felt my health concerns were not taken seriously or treated with appropriate care and concern.

Reception staff were dismissive and unhelpful

If you prioritise your wellbeing, this may not be the right choice for you.

Long-term patient appreciated by helpful staff

Have been attending this practice for over thirty years and while there are occasional issues, overall the staff provide excellent care. I have received outstanding service from the clinical team and appreciate all the support provided during the challenging pandemic period.

Practice manager gave incorrect trial information

I enquired with the practice management about participation in new clinical trials and whether I could be considered for involvement. I received a call informing me that the surgery was not participating and that I would need to register with another practice to be eligible. However, when I contacted the trial coordinator directly, I was told that this surgery was indeed taking part and that I could absolutely join. I was disappointed by the discrepancy in the information I had been given and felt frustrated by the conflicting accounts.

Staff took time to listen and understand

I have consistently had positive experiences at this practice, whether attending in person or calling for advice. The clinical staff are excellent and genuinely take the time to understand your concerns and listen carefully to what you need to discuss. I appreciate the attentive care provided by everyone here.

Struggled to get appointment when needed most

I have been a patient at this practice for 15 years. I have been managing a chronic health condition and have experienced persistent symptoms over the past two months. I was able to secure an appointment after several weeks of waiting. During the consultation, when I presented my own health monitoring records, the clinician declined to adjust my current medication. Despite this, my symptoms have continued and I remain concerned about my condition. I have been experiencing additional symptoms in the evenings and nights that are causing me distress. I am very disappointed with this experience and am considering making a formal complaint to the practice and exploring alternative healthcare providers.

Efficient phone consultations for regular check-ins

I always find this practice to be excellent. Of course they are busy but so is every medical facility. I manage a chronic skin condition so I normally just book in a quick call with a clinician who reassesses my current medication needs and arranges a prescription to be picked up. I honestly cannot pick a fault with this practice.

Grateful for reliable doctors despite longer waits

Excellent medical professionals, I've been a patient here for most of my life and while there are occasional waits, we should appreciate having access to such quality healthcare when many places globally have limited or no services available. If more people were employed rather than unemployed, these facilities wouldn't be as overwhelmed, and it's worth noting that some patients may exaggerate their medical needs, which contributes to the pressure on staff. Additionally, the surge following recent health crises has made it challenging for the team to manage the volume of people coming through. That's my perspective on the matter.

Reception staff always pleasant and welcoming

I've consistently had positive interactions with both the clinical and administrative teams, and my visits have been pleasant overall. There are occasions when waiting times extend longer than ideal, though I recognise the value of accessing healthcare without direct cost. I did notice that several of the critical reviews posted here contain notable spelling and grammatical mistakes, making them challenging to understand. It seems counterproductive to leave feedback if the message isn't clearly communicated to readers.

Doctor rushed through appointment without listening

This has to be the worst medical professional I've encountered. The nursing staff have always been supportive and the reception team are pleasant. However, the practice itself seems focused on financial matters rather than patient care. The clinicians appear rushed and don't seem to have time to properly listen to concerns, preferring quick appointments over thorough consultations. I'm only continuing as a patient because my family members are registered here and I'm making an effort for their sake. I would have given no stars if the system had allowed it.