Walm Lane Surgery

Reception staff didn't listen to my concerns

This practice has not met my expectations. I feel my concerns are not being properly heard or addressed. The reception staff came across as unhelpful and dismissive, which detracted from my experience. The overall professionalism fell short of what I would hope for from a healthcare setting. I left my appointments feeling that the time and effort to attend had not resulted in meaningful support or progress, and I felt I could have received similar outcomes without visiting at all. I believe there are healthcare professionals elsewhere who demonstrate greater compassion and competence in their roles, and who would be better suited to providing the level of care patients deserve.

Prescription requests lost in communication chaos

I have been waiting for approximately two weeks to receive an urgent medication refill. Despite submitting the requested documentation through the provided links, I have not received a response from the practice. I have made multiple phone calls seeking assistance, but each time I receive different information. As a result of these delays, I am currently without my regular treatment.

Reception staff genuinely helpful with appointment requests

I have been a patient at this surgery for approximately four to five years. As a registered nurse, I have a professional perspective on healthcare delivery. While some other reviews express different views, my own experience at the practice has been very positive. The administrative team have consistently demonstrated helpfulness and professionalism. The clinical staff have provided me with thorough attention, taking adequate time to address my health concerns without making me feel hurried or overlooked. The nursing care I have received has been both personable and comprehensive. Certain administrative procedures, such as online consultation forms, may present challenges for some patients, though I have found the online consultation system to be streamlined and beneficial, particularly given my schedule constraints. The telephone lines do occasionally experience high demand, which is understandable for a busy practice, but I have consistently managed to reach someone and obtain same-day appointments for urgent matters or appointments within a reasonable timeframe for routine issues. I would be happy to recommend this surgery to others.

Friendly staff made the visit quick and easy

The team here was exceptionally welcoming and approachable. The clinical staff provided useful assistance and support. Waiting times were minimal, which made for a smooth visit.

Blocked at every step, never got treatment

I have been a patient at this practice for over two decades and have attended on numerous occasions with various health concerns including joint issues, infections, and lumps. Throughout this extended period, I have not received any medical treatment, referrals, or prescriptions. In each instance, there have been obstacles or administrative barriers that have prevented me from accessing care. Based on this pattern of experiences, I have formed the view that the practice does not appear to deliver actual medical services, but rather seems to operate as a facade in order to obtain funding.

Opening hours don't work for working people

The clinical staff member here is excellent. She demonstrates strong knowledge, intelligence and has a refreshingly direct approach. She has been with the practice for a considerable time and her continued presence would be valued. The medical practitioners at this surgery appear to have a higher turnover, with changes occurring every few years. I had a negative experience with one particular practitioner whose manner left me feeling uncomfortable. The other medical professionals have provided good care. I would appreciate more flexible opening hours that better suit patients' needs. The current scheduling system feels outdated and doesn't accommodate modern working patterns. Many people find it difficult to take time away from work for appointments. I would strongly encourage the practice to consider extending availability to weekend times, which would benefit working individuals and students who struggle to access care during standard weekday hours.

Reception staff remain professional and diligent

I have been attending this practice for over six decades. Throughout my time as a patient, I have consistently found the reception team to be professional and conscientious in their approach to their work. The clinician I see regularly is exceptional. They have demonstrated genuine kindness towards both myself and my family members. They are known for extending their availability into the evenings and demonstrate a commitment to thorough and meticulous care. I feel fortunate to have access to their services.

Receptionists polite and same day appointments available

This practice is by far the best in the local area. The reception staff are very polite, and the clinical team are equally courteous. I have consistently been able to access appointments on the same day whenever I have needed to be seen. I have recommended this practice to all my family and friends, and I am disappointed that I will be relocating to a different area.

Reception staff made booking straightforward and easy

The front desk team are genuinely supportive and demonstrate a positive, solution-focused approach that sets this practice apart from others. The clinical staff are equally competent and professional.

Team that really goes the extra mile

This dedicated group of healthcare professionals demonstrates exceptional commitment to their patients, consistently exceeding expectations in their roles. Their efforts and contributions are genuinely appreciated on a daily basis.

Felt genuinely listened to and understood

The GP at this practice is excellent. They are personable, proactive, and thorough in their approach. We are fortunate to have access to such a capable healthcare professional!

Long wait times and unhelpful reception staff

I have been attending this practice for over two decades, however my experience has not improved. The level of support provided has been disappointing, and I would not recommend it to others. My family and I have decided to seek care elsewhere.

Impossible phone lines and no advance bookings

I would not recommend this practice. The service quality has declined significantly in recent times, particularly compared to how it operated previously. The appointment booking system presents considerable challenges. Advance bookings are not available, requiring patients to telephone on the day they need to be seen. However, reaching the practice by phone is extremely difficult, with numerous attempted calls often resulting in engaged signals before even connecting to the waiting line. When contact is eventually made, available appointments have typically been allocated, leaving patients instructed to try again later, perpetuating the same frustrating cycle. When telephone consultations are successfully arranged, there are frequent delays in receiving the expected call, sometimes by several hours. Obtaining prescriptions requires substantial persistence and effort. The reception team appears indifferent to patient concerns throughout this process. I would suggest exploring alternative healthcare providers if options are available to you.

Receptionists made booking appointments difficult

This has been the most disappointing general practice experience I have had. The reception staff and clinical team have both fallen short of expectations, and I believe the regulatory authorities should investigate the management and operations of this facility.

Staff listened and took time with me

Outstanding medical facility with exceptionally competent and dependable practitioners. The clinicians demonstrate genuine attentiveness and allocate sufficient time for consultations, while the support team members are approachable, helpful and well-organised. The practice maintains a genuinely compassionate atmosphere - having been a patient for over two decades, I would strongly encourage others to consider registering here.

Friendly reception and helpful appointment experience

Wonderful throughout, from the friendliest receptionist to the most helpful clinician - thank you!

Quick responses and thorough care provided

The practice demonstrates prompt and professional responsiveness to inquiries, with a comprehensive and compassionate approach to patient care.

Reception staff helped during urgent pain visit

I was experiencing significant pain and was able to be seen promptly without a scheduled appointment, largely thanks to the receptionist's assistance. The healthcare professional, with support from the receptionist, ensured I was made as comfortable as possible before arranging for an ambulance to transport me to the hospital. Their professionalism and level of care were exceptional. I was treated with the utmost attention and consideration, and I am very grateful for their support.

Staff didn't communicate about prescription procedures

Since becoming a patient at this practice, my experience has been quite disappointing. The team members appear not to coordinate well with one another, and on multiple occasions when I have phoned regarding prescription requests, I have encountered frustration from reception staff over procedural matters, despite following the guidance I had previously been given by another team member. I also had a concerning interaction with a clinician who expressed the view that discontinuing my medication would result in my experiencing low mood and unhappiness, and suggested that ongoing use would be necessary for my wellbeing. This perspective left me feeling uncomfortable about my treatment options. Additionally, I was transferred to a different practice without any prior notification—no communication of any kind was provided. The change happened abruptly, and I was not informed of the transition. I would not feel confident recommending this practice to others based on my experience.

Reception mix-up left me without an apology

I had an unprofessional experience during what was meant to be an important appointment. Upon arrival, I was informed by reception staff that there was no record of my booking. After waiting approximately half an hour, I was called back and told that I had been late for the appointment and that the clinician had been waiting for me. I felt that no one took responsibility for the confusion, and I was not offered support in rescheduling. The overall handling of the situation left me feeling unsupported and frustrated.