Walkley House Medical Centre

Friendly nurse put me at ease

Had an appointment with a member of the nursing team and they were absolutely brilliant. Really put me at ease with their friendliness and professionalism ☺️

Nurses who genuinely care about patients

I have consistently had very positive experiences at this practice, particularly with the nursing staff. They demonstrate exceptional kindness and empathy, and it is clear they genuinely care about their patients. Their approach and demeanor have a meaningful impact on the overall experience.

Registration process was quick and straightforward

Having recently relocated from another county, I was pleasantly surprised by how straightforward the registration process was at this practice. The reception team were particularly helpful and accommodating, and I appreciated the prompt response when I used the online system to get in touch. I'm very grateful for the smooth experience.

Helpful staff and efficient online services

I registered at this practice several months ago following a house move and have found all the team members I have encountered to be exceptionally supportive and thoughtful. The digital consultation system and medication renewal process function more smoothly compared to other practices I have used. Although there can be delays in securing appointments, the practice continues to deliver quality care despite the challenging circumstances facing the NHS.

Reception staff were helpful and accommodating

The receptionist at the practice was lovely and very accommodating in their efforts to assist. However, the clinician I spoke with came across as incredibly rude. After experiencing severe symptoms, I sought guidance on what to do next and felt dismissed, being told that my call was unnecessary and a waste of time. The call lasted only a few minutes. It would be beneficial if healthcare professionals could approach interactions with greater compassion and understanding. Patients who reach out are unwell and seeking help, not making casual conversation.

Nightmare

Incompetent and dishonest but they all seem to be these days. Unable to cope with the slightest complexity and nuance. They cause pain, anxiety and distress willingly and as a matter of course.

Hard to get appointments and rarely called back

This practice has significant issues that I would recommend avoiding. Appointments are extremely difficult to obtain, and there is minimal direct communication about health concerns. Each visit seems to involve a different clinician, with responses typically limited to text messages following online submissions. There appears to be a lack of attention to medical records, as I have received duplicate prescriptions for the same medication despite requesting alternatives. Obtaining appointments or specialist referrals requires considerable persistence and effort. Additionally, the reception team's demeanor is unwelcoming, with staff seeming dismissive of patient concerns.

Staff were helpful despite slow computer systems

The team here has consistently been very supportive and attentive to my needs, showing great consideration for my circumstances. The main frustration is with the system technology, which tends to operate slowly. Despite this technical limitation, the staff have been excellent in providing care and assistance.

Long waits for appointment slots

I have been a patient with this practice for a considerable length of time. The team members are welcoming and the clinical staff are excellent. The only recent concern I have experienced is waiting times for getting appointments.

Felt dismissed and not believed by doctors

The clinical staff at this surgery tend to approach consultations with skepticism about patient concerns. I have spent years attempting to address ongoing health issues, only to feel repeatedly dismissed and as though my health worries are an inconvenience to them. If attending this surgery, it is advisable to request that any decisions to decline treatment are documented in your medical records. Upon reviewing my own records, I became aware of what I perceived to be a lack of transparency from the clinical team regarding their clinical reasoning and decision-making processes.

Keeping me alive and well supported

The practice has been instrumental in maintaining my health and wellbeing.

Repeat prescriptions delayed every week

I'm on quite a lot of medication and managing multiple prescriptions has been challenging. I've experienced difficulties with repeat prescriptions not being processed in time, which has left me without my medication at critical points. The delays in receiving callbacks from the practice have added to my frustration. I feel I haven't received the support I've needed for my health concerns, and my requests for assistance haven't resulted in meaningful progress. My overall experience at this surgery has been deeply discouraging and has significantly affected my wellbeing.

Staff rudeness left me feeling worse

The staff at the practice were not welcoming, and I felt upset by the interaction, which negatively affected my mood. I intend to raise my concerns with the practice. I felt that the appointment did not address my needs, leaving me feeling hopeless about my situation. I believe I would benefit from seeking care elsewhere where I feel safer and better supported.

Lengthy waits and online form barriers frustrate patients

The practice consistently appears to have limited availability, with appointment slots typically requiring several weeks to secure. Those unable to access the online booking system, including individuals with disabilities, may find themselves at a disadvantage within the current setup. The service tends to favour remote consultations conducted by phone or photograph. Obtaining onward referrals to specialist services often requires considerable persistence. The overall impression is of a service operating at a minimal level of provision. Among six close contacts also registered at the practice, I appear to be among the few with a somewhat favourable view, though this may simply reflect an improved presentation of performance metrics. The experience has been sufficiently frustrating that alternative healthcare options are being seriously considered, as other local services appear to offer superior patient feedback.

Remote consultations delayed diagnosis and no follow-up

I previously held this GP practice in very high regard, but my experience has significantly changed. I consulted with multiple clinicians about a rash in a specific location where I had found a tick, but the underlying condition was not identified. Remote consultations were offered rather than in-person appointments, which I feel may have contributed to the missed diagnosis. It was only after my third consultation that my concerns were taken seriously and I received appropriate treatment. However, by that stage, I had been unwell for approximately a month, which is a critical period where potential complications can develop. I provided feedback to the practice regarding the number of consultations required before receiving the correct diagnosis and contacted a relevant health charity to suggest they might offer educational resources to the practice to help prevent similar situations in future. Despite these steps, I did not receive any acknowledgement from the practice, an apology, or any indication that they would implement changes to prevent this occurring again. When a healthcare provider makes a significant error, it is crucial that they recognise this, take responsibility, and demonstrate a commitment to improvement. A follow-up conversation from the practice would have made a considerable difference to my experience and confidence in their service.

Callback service sorted my prescription issue quickly

I had an issue with a prescription that turned out to be my mistake rather than the practice's error. I used the callback service and received a call back within just a few minutes. The staff member who called was extremely helpful and went above and beyond to resolve the matter. They also provided a useful recommendation regarding my chosen pharmacy. I was very impressed with the level of service provided.

Practice dismissed concerns during mental health crisis

This situation occurred a couple of years ago, but I've only recently felt able to reflect on my experiences and leave feedback. I was experiencing significant mental health difficulties during my time at this practice and felt that the support provided was inadequate. After being prescribed medication, I felt dismissed and unsupported. During a particularly challenging period, I was struggling with distressing thoughts and contacted the surgery to express my concerns. The response I received felt patronising and left me feeling isolated. I did not follow up with the suggested callback, and there was no proactive contact from the practice to check on my wellbeing. I subsequently transferred to another practice and have made considerable progress with the care I've received there.

Reception reluctant to help with in-person booking

I attended the surgery today to book an appointment in person. I find online processes challenging due to my dyslexia and ADHD, and since I live just a short walk away, I came directly to the reception desk. The receptionist informed me that I would need to complete an online form. I explained my difficulties with reading and writing and clarified that this was precisely why I had come in person to seek assistance. She reiterated that the online form was required and that in-person appointments could only be made by those without internet access. I expressed my concern about this policy, as I was already present and had made the effort to attend. I mentioned that living so close by made it convenient for me to visit, but she suggested that if everyone in my situation came in person, the practice would become overwhelmed. However, looking around the waiting area at that moment, there were only two other people present, an elderly couple. Eventually, she agreed to help me book the appointment given that the surgery was not busy at the time. I felt disappointed by the experience. The practice no longer seems to accommodate people who need to book appointments face-to-face, and I was troubled by the assumption that my appearance determines whether I have support needs. Just because I don't visibly appear to have a disability does not mean I don't face real difficulties with certain tasks. I had also wanted to book a second appointment to discuss a lump I had found, but following this interaction, I felt too discouraged to request another booking. I hope the reception team will develop greater awareness of patients with hidden disabilities and treat them with more compassion in future.

Long wait times after GP rota changes

I was recently notified that following the implementation of a new scheduling arrangement, I now face a wait of almost six weeks before I can be seen for a consultation. This is unprecedented during my lengthy time as a patient at this practice.

Responsive and helpful surgery experience

The practice provided a pleasant experience, and the staff demonstrated a good level of responsiveness to my needs.