Walm Lane Surgery

Reception staff handled pressure with professionalism

I have been attending this practice for the past 8 years, and I can genuinely say that both the clinical and administrative staff demonstrate exceptional professionalism and commitment to their work despite managing demanding schedules and significant workload pressures, particularly during recent challenging circumstances. As I have recently reached a milestone birthday, I have experienced some health concerns, and I cannot express enough gratitude for the swift and professional manner in which I have been cared for. Without hesitation, this is the finest medical practice I have attended throughout my entire life.

Reception staff made me feel unwelcome

Having relocated multiple times throughout my years in the area and registered with various medical practices, I found this particular surgery to lack a welcoming atmosphere. I frequently left appointments feeling upset and distressed. The clinical staff came across as unfriendly and distant, without demonstrating warmth or compassion during consultations. I felt my health concerns were not adequately addressed, and my overall wellbeing seemed to decline during my time as a patient here. I would not suggest this practice to others seeking medical care.

Reception staff were dismissive and unhelpful

The reception staff demonstrated poor professionalism and discourteous behaviour. I would recommend considering alternative GP practices.

Doctor seemed dismissive about my concerns

Had to wait several weeks before being seen, which is fairly typical. I only visit the practice occasionally, mainly for medication or when my mood is low. During today's visit, I felt the clinician's manner was somewhat condescending and didn't provide the support I was hoping for. I left feeling more discouraged than when I arrived and questioned whether the appointment had been worthwhile. I gave two stars because I'm aware that other practitioners at the surgery have provided better care in the past.

Reception staff made the difference here

I would rate this surgery highly overall, however it is significantly let down by one particular male clinician who, in my opinion, appeared insufficiently qualified for their role. I had a procedure on my wrists and when I requested a referral to a physiotherapist, the advice given was overly simplistic and did not address my needs appropriately. The reason this surgery receives a moderate rating is due to the exceptional reception staff and a female clinician at the practice who demonstrates excellent clinical skills and has been among the best healthcare professionals I have encountered.

Friendly reception staff made booking straightforward

Outstanding healthcare professionals and administrative team. Exceptional practice.

Reception staff were dismissive about postcode issue

Following today's visit, I have serious concerns about the standard of care at this surgery. I have been a patient here for a considerable time and had not previously required an appointment. After experiencing a health issue a couple of weeks ago, I requested a specific test. The appointment was scheduled for some weeks later. During the consultation, I was advised to arrange follow-up appointments for further testing and a routine review. However, when I approached reception to book these, I was informed that my residential area falls outside their catchment zone and was told to register elsewhere. This came as a shock given my existing registration. When I sought clarification, the reception staff indicated this was not their concern and that I would need to find alternative care, leaving me without any support or next steps. Only after I asked for a formal complaints procedure was I informed that I could still proceed with booking my appointments within a specified timeframe. I have submitted a formal complaint and intend to escalate this matter further as I am frustrated by what I perceive as an unhelpful and dismissive approach from staff. I would caution others considering this practice, as the experience suggests that patient care may not be prioritised here.

Calls cut short without proper answers

A healthcare professional at this practice has demonstrated a pattern of disconnecting calls during out-of-hours patient consultations. This experience has significantly impacted my confidence in the service provided. For this reason alone, I would rate my experience as one star. I would give zero if that were possible. I trust you understand the concern I am raising and would appreciate this matter being addressed appropriately.

Reception staff were dismissive and unhelpful

The reception staff demonstrated behaviour that was discourteous and fell short of professional standards.

Friendly reception and helpful appointments

I am very happy with this surgery. The service is consistently pleasant and the healthcare provider I see is a lovely person who genuinely enjoys supporting their patients.

Difficult to book and staff weren't helpful

Obtaining an appointment at this practice proves to be extremely challenging, and the team members come across as dismissive and inattentive. This has been my most unsatisfactory experience with a GP surgery to date.

Rude receptionists and inconvenient lunch closures

After attending this practice for several years, I have decided to switch to a different one. I must say that among the reception staff, only two demonstrate genuine warmth and compassion. Several others come across as quite dismissive and condescending, and I struggle to understand why they chose roles in patient-facing positions when they appear to have little interest in helping the public. There are two full-time clinicians who are approachable and professional. The remaining clinicians have never shown much friendliness during my appointments, and I have frequently left feeling like a burden or an imposition rather than a valued patient. This is not a welcoming environment. Additionally, the practice hours are problematic, with a four-hour closure during the lunch period, operating from 9am to 11.40am, then reopening at 3.50pm, which creates significant inconvenience. My new practice offers much more extended and patient-friendly hours, meaning I don't face waiting two to three weeks for an appointment. Another frustration at my previous surgery was that reception staff would not identify themselves when answering calls, despite my repeated requests, making it impossible to know who I was speaking with. This became problematic when leaving messages or reporting issues, as clinicians would ask who I had spoken to and I had no answer. The practice previously had a suggestion box, and three years ago I proposed that staff introduce themselves on the phone and wear name badges. This never materialised. Furthermore, the practice discontinued blood testing services on-site, which is particularly inconvenient for older patients, those with mobility issues, those managing chronic conditions requiring regular monitoring, and others needing routine blood work. The practice should remember that it is funded by taxpayers. The last suggestion I submitted was that they remove the ineffective suggestion box.

Impossible to book an appointment here

Obtaining an appointment here is an extremely frustrating experience. The process seems unhelpful and unresponsive to patient needs. The level of care and concern shown feels inadequate, and I would rate this service even lower if the rating system allowed it.

Reception staff were dismissive and unhelpful

This practice has been disappointing to work with. During visits and when attending for routine matters, the reception staff have come across as unwelcoming and dismissive, and there have been instances where communication has been unclear or misinterpreted. I would not suggest registering here and would encourage others to consider alternative options.

Reception staff were dismissive and unhelpful

This practice has not met my expectations. The reception staff member was unhelpful and seemed unable to understand my concerns clearly. I experienced a lengthy delay in obtaining necessary medications for my child. I am considering switching to a different GP surgery.

Nurse service lacked basic equipment for appointment

I recently required support from the nurse service at my local practice following a referral from accident and emergency after a wound closure procedure. Unfortunately, I was unable to receive the assistance I needed due to the absence of essential equipment. This left me feeling quite let down. The specific issue was that a particular removal tool was not available at the practice's nurse service. Despite the appointment being scheduled well in advance, giving adequate notice of what would be required, the practice had not ensured this basic item was in stock. The unavailability of this equipment resulted in me making three subsequent visits to emergency services, which placed unnecessary demand on their resources when the situation was not genuinely urgent: 1st) To request the removal tool, which I discovered was not stocked at local pharmacies either, as they do not dispense such items directly to patients. 2nd) To attempt to have the wound closure removed, which led to being referred to an urgent care centre. 3rd) To finally have the wound closure removed. I would strongly suggest that practices keep this essential removal tool readily available at all times, particularly at nurse-led services, to prevent other patients from facing similar difficulties. When I contacted the practice to cancel my appointment and offered this feedback, the response was simply acknowledged without any apparent consideration of the suggestion or acknowledgement of the inconvenience caused.

Reception and clinical team made a real difference

I am genuinely pleased to be registered at this practice. I find that all staff members, from those at the front desk to the clinical team, are consistently supportive and attentive. I manage several ongoing health conditions, and with their assistance, I am able to maintain an active and fulfilling lifestyle. I am very grateful for the care provided by everyone here.

Reception staff explained the booking process clearly

The receptionist provided excellent support during my initial registration, offering clear guidance on the registration process, appointment booking procedures, and how to navigate the online appointment system. It was a positive experience, and I hoped this standard would be maintained. However, after six months attending this practice, I have noticed that the reception experience has been inconsistent. Some staff members have not been as welcoming as that first visit, particularly during recent appointments. Additionally, I have found some clinical consultations to be unsatisfactory. I have observed that the waiting area tends to be noticeably quieter when certain practitioners are on duty.

Receptionists struggle with basic questions

A number of front desk staff members appear to lack engagement when responding to straightforward inquiries, often seeming unable to assist effectively. There have been instances where documentation has gone missing, though responsibility for this is disputed. Appointment availability can be limited, with waits extending to several weeks in some cases. While most clinical staff are generally satisfactory, there are occasions when consultations feel somewhat dismissive rather than thorough.