Walkley House Medical Centre

Thorough care and felt genuinely listened to

Received excellent and thorough care from the healthcare professional I saw, would not hesitate to recommend, and thank you.

Phone queues are long but online booking helps now

Getting an appointment requires calling at a specific time in the morning, and wait times on the phone can be lengthy, sometimes extending beyond half an hour. Once you've called, you can expect to hear back within a few hours, though the exact timing remains uncertain. The clinical staff are adequate but not particularly exceptional. The approach to assessment could be more thorough and analytical. It helps to come prepared with a clear description of your symptoms, your own thoughts on what might be happening, and what you're hoping to achieve from the visit. Taking an active role in your own care is important. Update: The practice has made significant improvements since the above was written. They've introduced an online appointment system and brought in newer staff members who demonstrate greater expertise, professionalism, and a more supportive approach to patient care.

Doctors dismiss concerns despite reception apologies

Apart from one clinician who demonstrates excellent practice, most staff members appear dismissive of patient concerns. The reception team are helpful and have frequently apologised regarding instances where clinicians have declined to make contact despite being specifically requested to do so. The online appointment system works well in principle, but it allows clinicians to respond with text messages that often lack practical solutions and provide no opportunity for further discussion, which appears to happen regularly. It is difficult to understand how clinical assessments can be made without direct consultation or conversation with patients, yet this occurs frequently. Appointments are rarely with the same clinician, and most in-person consultations feel hurried, with patients typically leaving without a clear resolution. Having previously experienced similar issues at another practice, this surgery has not provided a better experience. Those seeking a healthcare provider that demonstrates genuine concern for their wellbeing may wish to consider alternatives. The practice has repeatedly stated that a particular deficiency was not present, yet subsequent private testing has confirmed otherwise and indicated a need for treatment which the practice declined to provide. This approach to patient care raises concerns about the potential impact on health outcomes.

Quick online booking and fast appointment

My experience arranging a medical appointment today was excellent. I completed the online form and received a response within an hour, followed by being seen an hour later. The service provided was very good overall.

Long-term patient but some dismissive encounters

I have been a patient at this practice for approximately fifteen years. The facilities are of a good standard. I experienced a couple of occasions where I felt the approach from certain clinicians was dismissive and lacking in courtesy, though overall the majority of both clinical and reception staff have demonstrated professionalism and thoughtfulness in their interactions.

Online booking made appointments straightforward and convenient

I came here to share a positive experience about how effectively the system appears to be functioning, and I'm surprised by the number of critical reviews I've encountered. I believe people should understand that the NHS is moving towards increased digital and remote appointments alongside clinical assessment systems. General practice faces significant pressures due to resource constraints, and these adaptations are important for sustainability. Healthcare professionals and their colleagues are well-positioned to evaluate actual clinical requirements, which may differ from what patients perceive they need. In my view, those who express the most dissatisfaction sometimes lack understanding of this distinction, which I feel reflects an overly demanding perspective. I've used the online booking system to arrange a routine appointment for a family member, and subsequently used it again when I required a faster appointment for myself. I visited the drive-through blood testing service for the first time recently and found it remarkably efficient and straightforward. I also appreciate receiving text message communications, as it's not always convenient to answer phone calls.

Communication failures left me chasing results repeatedly

The practice's systems and patient communication require significant improvement. During a recent appointment for testing, I experienced considerable delays spanning approximately a month before completion. When I attended to collect my results, I was informed of an additional test without any clarification regarding the reason or necessity for it. I had to actively request information about both sets of results. Results from other tests I had undergone were also not provided proactively, and I found myself having to follow up repeatedly. This pattern of requiring patients to chase their own information is concerning and suggests potential gaps in organisational processes. A separate issue arose involving a prescription matter, where responsibility was attributed to the pharmacy. I was advised I would receive a telephone call, but instead received only a text message, which failed to address all of my concerns. Overall, my experience has been disappointing, and this appears to be a common concern among other patients.

Reception staff always polite and helpful with issues

The reception team has always been helpful and professional, addressing any concerns promptly. There is currently one clinician at the practice with whom I feel comfortable discussing my various health concerns. I left this practice after becoming seriously unwell with a respiratory infection in mid-December 2019. My experience with some of the clinical staff was disappointing, and I felt their approach did not reflect the values I would expect from healthcare professionals. I required multiple appointments across various healthcare settings including emergency services, urgent care centres, telephone consultations, and out-of-hours services. This was an illness unlike anything I had previously encountered. Subsequently, I developed symptoms consistent with a post-viral condition, which is now documented in my medical records. Rather than receiving the urgent and compassionate care I felt I needed, my experience was marked by what I perceived as dismissive treatment. I was later diagnosed with post-viral syndrome at another practice, and I felt that my previous practice had failed to provide the level of care and understanding I required during a difficult period.

Reception attitude left me feeling dismissed

Extremely disappointing. The approach to patient care comes across as dismissive. There was a serious diagnostic oversight several years ago that I continue to find distressing. I was meant to be referred for imaging but this didn't happen. I need an appointment currently but struggle to see the point given my previous experience. It makes me feel very anxious. I'm reluctant to attend for routine screening as I find the experience deeply unpleasant. Rather than addressing underlying concerns, the focus seems to be on prescribing medication to manage the emotional impact of these failings.

Felt abandoned during serious illness without follow-up

I attended an appointment after being diagnosed with a chest infection and was feeling extremely unwell and unable to move about easily. Two days after returning home, I received a positive test result for a viral infection. I experienced severe breathing difficulties for a fortnight and was genuinely concerned about my health, particularly during sleep. I needed to request additional antibiotics, which were prescribed for a lengthy course. During my initial consultation, this viral condition was not discussed, despite it being prevalent in the community at that time. I felt obligated to return home as I have caring responsibilities for my two small pets, who are very important to me. I received no follow-up support during this period and found this distressing. I had received multiple preventative vaccinations prior to this illness, which made the experience feel particularly difficult. I was reassured during my appointment that my condition was not serious, however my symptoms worsened significantly after I left. A follow-up call or home visit would have been appreciated and may have provided reassurance during such a worrying time. It took five weeks before I began to feel any improvement. At nearly 74 years old, I was cautious about contact with family members to avoid any potential risk to them. I feel the care I received could have been more comprehensive during this challenging period.

Receptionist dismissive about urgent prescription request

I contacted the practice two days in advance of my departure, within the timeframe I had previously been informed would allow sufficient time for processing requests, to arrange collection of a repeat medication that requires continuous use. I was informed that obtaining it before my trip was unlikely. The staff member who took my call appeared dismissive and somewhat curt in their manner, which left me feeling that my needs were not being treated with appropriate consideration. This experience was disappointing, though I should note this is not typical of my previous interactions with the practice.

Medication reviewed without any conversation

The practice made changes to my medication without consulting me first. Obtaining an appointment is extremely difficult, and there appears to be limited support available for those managing long-term health conditions. I would not recommend this practice.

Online forms make booking straightforward and efficient

This is the finest GP practice I have ever used. The digital submission system works exceptionally well. I believe it serves to eliminate unnecessary appointments and enables the clinical team to effectively determine which patients require in-person consultations and which can be managed via telephone. The remote consultations are particularly helpful (notably for those with demanding work schedules) as you can simply describe your concerns or provide visual information and receive the appropriate guidance and treatment recommendations. On occasion, if the clinician feels it would be beneficial, they will arrange a face-to-face visit following the initial phone discussion, which I consider to be an excellent approach to patient assessment and prioritisation. I also had a wonderful experience with a member of the nursing team. They demonstrated exceptional kindness and humour, creating a reassuring and comfortable atmosphere throughout my visit. Excellent service overall :)

Online booking form could be clearer

The online appointment system has some frustrating aspects, as the form can sometimes guide you through confusing pathways depending on how you answer the available options. I've learned to be careful about selecting only one category even when my concerns might relate to multiple areas. However, the clinical staff are typically competent and helpful.

Repeat prescriptions ignored, booking system broken

Since the practice switched to their current system, the standard of service has deteriorated significantly. Requests for repeat medications are not being addressed promptly. Attempting to secure an appointment has become extremely difficult. When seeking an urgent appointment, I anticipated a clinical assessment call rather than being offered a slot five weeks away for a child who was absent from school. Following a decade of satisfactory care, I felt compelled to register with a different GP practice.

Consistent care that keeps me satisfied

Have been attending this practice for over a year now and find the overall experience to be very satisfying. Keep up the good work.

Online booking system makes appointments straightforward

I've found the online system to be quite effective and the turnaround time has been adequate. After becoming familiar with it, the process is actually fairly straightforward to use. I hope this approach helps reduce unnecessary appointments and allows people to manage their own care or receive guidance on next steps from clinical staff. The practitioners I've consulted with this year have been excellent, very supportive, and have arranged appropriate referrals and assistance promptly. It's not without its limitations, but they're doing their best with the resources available and I'm grateful for that. X

Practice ignores repeat prescription requests for days

The service provided has been inadequate. My repeat prescription request has been pending for several working days, and now that my medication has run out, I am unable to reach the practice through either phone or online channels. One would think that processing a repeat prescription would be a straightforward task? Allowing patients to exhaust their medication supplies is concerning, as discontinuing certain medications abruptly can result in adverse effects. I would consider alternative options rather than continue using this practice.

Website booking system needs serious improvement

The online platform is not fit for purpose and attempting to reach the practice by telephone is an extremely frustrating experience.

Consistent support for complex health needs

I have several ongoing health conditions and the clinical staff at this practice have consistently provided exceptional support and assistance. The care I have received over the past few years has been excellent and I have no complaints.