Walnut Tree Health Centre

Staff really listened and made me feel heard

I wanted to share my experience after switching from my previous practice. Having been registered with this surgery for a few months now, I can say that the staff consistently go the extra mile to ensure patients feel listened to and valued. I'd particularly like to express my appreciation for the reception team member who has been consistently helpful and professional during every interaction. It's worth remembering that this practice manages a very large patient population, so when they dedicate time to your appointment, you're receiving genuine care and attention.

Felt genuinely listened to and understood

I've had mixed experiences with the practice overall. However, I would like to particularly highlight one clinician for being exceptionally kind, thorough and attentive to my concerns. They were genuinely the best doctor I've encountered. Very approachable and altogether an excellent healthcare professional.

Call back system makes booking much easier

This practice has made considerable progress in recent times. Previously, securing an appointment was quite challenging, even when phoning first thing in the morning. The introduction of the new booking system has made a significant difference, allowing me to obtain same-day or next-day slots for urgent matters, or appointments within a couple of weeks for non-urgent issues. The callback arrangement is also a welcome addition, as it eliminates the need to remain on hold for extended periods while still providing a similar timeframe for contact. Whenever I have required onward referrals, these have been processed promptly without complications, and the majority of team members have been courteous and supportive. Overall, the practice has undergone impressive enhancements over the past few years, provided the appointment systems are used as intended.

Easy to book appointments when you plan ahead

It is straightforward to obtain an appointment provided you engage with the booking system appropriately. I was recently able to secure an appointment with a healthcare professional on the same day as my request.

Quick response through online messaging system

I recently used the online consultation service and received a response from the practice within a couple of hours, followed by a telephone call from a clinician and a specialist appointment within 8 days. The service was excellent.

Auto callback system saved me time

I recently used the callback system at the surgery, which allows you to request a call back rather than waiting in the phone queue. The service worked effectively and I received my call back within a reasonable timeframe that matched what I would have anticipated spending on hold. It's a good application of technology for initial contact with the practice.

No appointments available when you need them

This surgery has not met my expectations. Appointment availability appears limited, and I found interactions with staff to be unhelpful and unprofessional. The practice has a low rating, and I wish I had been aware of this before registering. I have experienced several concerns regarding medication management for my ongoing health needs, and I feel the practice has not provided adequate support. Instead, I believe matters have been redirected to secondary care rather than being managed appropriately at this level. I am disappointed by the overall standard of care and intend to raise my concerns through appropriate channels. I would encourage others to consider their options when choosing a practice.

Staff were kind but booking system frustrated me

The team members are very approachable, though the practice's technology systems don't reflect their quality.

Online booking system needs better time options

I don't have extensive experience with medical practices, being relatively young, but I recognise there are areas where improvements could benefit both the facility and its patients. The primary concern centres on the appointment system. There is no option to book appointments by telephone, and patients are directed to use the online platform instead. While the online system does allow you to create an appointment, you have no visibility of the proposed time or date, and there is no facility to indicate your preferences. I once booked an appointment through the online service and received notification the following day that it was scheduled for AN HOUR later. Fortunately, I live only a ten-minute walk away, but even so, I had virtually no opportunity to prepare or arrange my schedule accordingly. It would be beneficial if the online booking system included a feature allowing patients to specify their preferred times and days, similar to how employment applications ask candidates about their availability, such as morning, afternoon, or evening slots on particular days. I recognise that the urgency of a patient's situation may determine appointment timing, but surely there could be a mechanism to avoid appointments being assigned with minimal notice or having to wait an extended period for availability. I have given two stars because the care provided within the clinic is likely satisfactory, though I personally struggle to communicate my concerns effectively and may have been overlooked on previous occasions due to my age. Additionally, email communication would be considerably more practical. I have previously missed a telephone call from the practice regarding appointment booking, and patients are expected to remain available throughout the day without any indication of when contact might be made. If this practice is considered good based on other reviews, it raises questions about standards. The receptionists are pleasant, and when I do make contact by phone, the experience is generally positive.

Straightforward booking and helpful consultations

Excellent practice with a wonderful team throughout. The online consultation system functions really well. Have consistently had positive experiences here 👍

Prescription took far too long

It took over a week for my prescription to be sent to the pharmacy. I found the service to be very disappointing.

Impossible to book an appointment through any method

I found it extremely difficult to obtain a GP appointment. Whether I submitted a request through the online system or called the practice directly, I was unable to secure an appointment. After attempting to book throughout the week without success, I was informed that my health concern did not meet the threshold for urgent assessment. However, when I contacted the practice again a couple of days later as my symptoms had not resolved, I was advised that I needed to be seen immediately and directed to seek urgent care instead. This inconsistency in assessment was frustrating. I have concerns about the appointment allocation process, particularly regarding who makes these decisions and what criteria are used to determine appointment availability and urgency. Based on this experience, I would recommend considering private healthcare options if you wish to ensure timely access to medical care.

Nursery improving its customer focus

I believe the practice is certainly making progress in enhancing its approach to patient relations and service quality. I would rate it 5 stars in recognition of these positive developments.

Long wait for appointment felt dismissive

An appointment was offered three weeks in the future. This timeframe felt inappropriate given the new health concern that was causing worry and impacting my work capacity. I was informed that no sooner appointments were available and instructed to telephone again the following morning at 7am to attempt to secure an earlier slot. This experience felt disappointing and left me feeling like a burden rather than receiving understanding and support.

Appointment system needs urgent improvement

The head of the practice is a capable clinician, however the appointment system would benefit from improvement. I find myself reluctant to attend the practice as I frequently struggle to secure a GP appointment. Is there potential for this to be addressed? The team members are courteous and welcoming, though I have reservations about telephone-based consultations.

Appointments got easier with online booking system

I have consistently experienced outstanding care from the clinical staff, who have demonstrated genuine compassion and kindness throughout my interactions. The booking system has undergone significant improvements following the introduction of the online appointment service.

Online booking system beats the early morning phone queue

While general practices often receive mixed feedback, I have found the care provided here to be consistently supportive for both myself and my family member. I have been a patient since 2019 and have benefited from assistance with various health matters. The clinical and administrative staff have consistently demonstrated courtesy and professionalism in their interactions with me. The relatively recent online messaging platform has proven to be quite effective and offers a more convenient alternative to early morning telephone calls. By setting up an account, patients can communicate with the clinical team or administrative staff regarding health concerns or medication needs. Responses are typically provided within one or two working days, either with guidance or an appointment offer. The administrative team have also been particularly supportive in arranging same-day appointments with nursing services at the local Urgent Care Centre's primary care team for my family member. This represents a valuable service that may not be widely known among patients, as it can significantly reduce waiting times. I would encourage others to ask the administrative staff about this option if they require urgent care.

Online booking system made appointments easier

The introduction of the online appointment system has significantly improved service delivery and accessibility compared to the previous telephone-based approach. The team members have consistently demonstrated courtesy and professionalism throughout interactions. However, there remain delays in specialist referral processing, which appear to stem from broader resource constraints within the NHS rather than any shortcomings at this practice level.

Staff listened and treated me with respect

The consultation I received was absolutely brilliant, with excellent listening skills and very professional advice delivered in a caring manner. The entire team, including receptionists and clinical staff, have consistently been respectful and caring throughout my visits. Given the pressures they face, I cannot thank them enough for their service.

Quick registration and immediate appointment arranged

I was registered with another practice since August, but they had no record of my registration despite me providing proof of confirmation via email. Even with this evidence, they were unable to locate my details. I contacted this practice yesterday and they registered me immediately. I explained that it was urgent for me to see a doctor, and they arranged an appointment right away. The team here are wonderful and genuinely seem to care about their patients with real compassion. This practice is excellent and communication has been straightforward and easy. I'm very pleased to have registered here. Thank you for all your assistance.