Walkley House Medical Centre

Phone queues make access difficult for elderly patients

I have generally been very satisfied with this practice, however on recent occasions when I have needed to contact them by telephone on behalf of an elderly relative, I have experienced significant wait times of around half an hour. These calls were made during mid-afternoon periods, which are typically quieter than peak morning hours. I am concerned about accessibility for older patients who do not have internet access or family support, and how they would be able to reach the practice or navigate alternative systems. The extended waiting periods have been quite stressful for me personally. I would appreciate if the practice could consider increasing telephone staffing levels to better serve patients who rely on phone contact and may not have the ability or inclination to use online booking systems or wait for extended periods.

Online booking makes appointments much easier

I have consistently experienced the team as supportive and competent, and I appreciate how the digital platform makes accessing services more straightforward. I am grateful for the commitment shown in managing such a challenging role within the healthcare system.

Reception staff finally got their act together

Excellent clinical staff, however the reception team could be more courteous and efficient, with occasional issues occurring with appointment and prescription management. Update: The service has shown considerable improvement over the past period.

Phone lines impossible to get through on

This practice has fallen short of expectations. Getting through to someone by telephone proves extremely difficult, and arranging an in-person appointment with a GP is equally challenging. The recently introduced online system has been problematic, with consultations sometimes concluding via text message without a face-to-face assessment taking place. This approach feels inadequate given the level of service one would hope to receive from the NHS.

Receptionist offered alternatives instead of doctor callback

I submitted my concern and did not receive a callback from the clinician. Instead, the receptionist contacted me and presented two alternatives: an appointment several weeks away or being seen at an alternative location within a couple of days. I chose the latter option since I had previously received prescriptions over the phone for similar issues without an in-person consultation. My condition now appears to be deteriorating. Additionally, the alternative location requires a considerable journey by public transport, whereas I have easier access to my usual practice location.

Online booking system makes appointments harder

The shift to online-only appointment booking has made the process lengthy and cumbersome, with questions that feel unnecessary. This has prompted me to seek care elsewhere, as obtaining an appointment has become increasingly challenging. The experience was already frustrating prior to the move to digital booking. Having been a patient at this practice for many decades, I have noticed a significant decline in service quality. This has been quite disappointing.

Quick callback through the online triage system

The online triage system has proven quite convenient for those with busy schedules who prefer to avoid lengthy telephone waits. After submitting details about my concern, a clinician contacted me promptly to discuss the matter and arrange medication. When I encountered an issue with my prescription at the pharmacy, I visited the practice where the reception staff demonstrated courtesy and efficiency, with the prescription being reissued very quickly. The clinical team has shown genuine understanding regarding my health concerns across multiple areas. Whilst booking routine appointments can take some time, I intend to use the alternative booking system in future if I need earlier availability, as it appears to function effectively.

Repeat prescription service changed without warning or care

I have been able to phone in for a repeat prescription each month to be delivered for the past three years, which has been an excellent service that I have genuinely appreciated. When I called recently, I was informed that this arrangement could no longer continue, as I did not meet the stated criteria. I explained that this had been my usual arrangement, but was told that such accommodations are sometimes made because it is simpler to do so. While I am able to advocate for myself and moved past the initial upset, I felt the manner and tone of the interaction was inappropriate. Speaking to patients in this way, particularly those who may be vulnerable or isolated, is not acceptable. I would strongly encourage the practice to prioritise staff training in this area.

Long-term patient appreciates helpful reception staff

I have been a patient at this practice for many years since I was young. While appointment slots can sometimes be restricted, there is the option to attend an alternative location when availability is better there than at the main site. The reception team are welcoming and courteous, though their ability to accommodate requests is constrained by the overall appointment capacity, which is outside their remit. The clinical staff have consistently demonstrated professionalism, accessibility and a supportive approach during my visits and when accompanying family members who have required care.

Face to face appointment was really helpful

The practice has faced considerable challenges recently, which has been disappointing at times. However, I attended an in-person appointment recently and found it to be excellent. Both the reception staff and clinical team were supportive and attentive, and the clinician I saw was approachable and thorough.

Avoid this surgery at all costs

There aren't words to describe this practice, well, there are, but you can't use them here. If you have any enemies, recommend them this practice!

Reception staff didn't notice me waiting outside

This practice deserves less than one star based on my experience. Throughout my time as a registered patient, I have consistently had negative encounters. My health worries have been treated dismissively, and on one occasion I was overlooked by reception staff and left waiting outside for a considerable period despite attempting to alert them to my presence. Upon eventually being admitted, I was reprimanded for the delay. The appointment system is deeply frustrating—securing an emergency slot seems nearly impossible, and calling first thing in the morning results in lengthy hold times only to be informed that availability has already run out, with instructions to try again the following day. I am also currently awaiting a document that was requested some time ago, and despite paying a fee for this service, I have been given no clear timeframe for when it will be ready for collection. Based on these experiences, I would strongly recommend looking elsewhere for healthcare services, as this has been the most disappointing practice I have encountered.

Friendly staff but appointment slots too limited

The team members are approachable and clearly making an effort, however the practice appears to be managing a high volume of appointments. It would seem that reducing patient numbers could allow those with more serious health concerns to receive more timely care.

Couldn't get through on the phone

The experience was disappointing.

Quick callback and same-day appointment offered

Called this morning and was offered a callback from a clinician, who got back to me within an hour and a half. An appointment slot was made available shortly after. Very satisfied with the service received.

Reception staff were respectful and helpful

The medical team and front desk staff were very courteous and professional. I would certainly suggest this practice to others.

Reception staff were helpful and efficient

This feedback pertains to the reception team rather than the clinical staff.

Repeat prescription ordering process needs improvement

I spent several days attempting to arrange my repeat medication. I was instructed to telephone at 8am on the following Monday, but when I managed to get through, I was directed to use the online system instead. When the online method proved unsuccessful, I visited the surgery in person to sort out the problem. Although the team were courteous, they were unable to provide practical help. They did eventually submit the order, but after already being without my medication for five days, I was informed I would need to wait another two days. I mentioned that I was already experiencing difficulties from not having my medication available, but unfortunately no additional support or alternatives were suggested.

Consistent care across different life stages

We have consistently received good care at this practice for myself and my family members, across various stages of life and different healthcare needs.

Consistently reliable and straightforward

The practice has consistently provided a satisfactory experience.