Walnut Tree Health Centre

Forgotten referrals and impossible appointment access

The service at this practice has been disappointing. I have struggled with obtaining referrals and booking appointments, which has been frustrating. As someone managing health conditions, I have found the suggested alternatives unhelpful rather than receiving the support I needed. The overall experience has been unsatisfactory.

Prompt appointments and welcoming staff here

I have recently registered with this practice and I cannot adequately convey how satisfied I am with the standard of care provided. Appointments have been readily available through the online booking system, administrative requests have been processed swiftly, and the team has demonstrated professionalism and friendliness throughout my interactions.

Long phone queue with no same-day appointments available

I found this clinic to be quite unhelpful and frustrating. I was very let down by my experience. I called at 8am and was fifth in the queue, speaking with reception staff at 8:12am to describe my child's health concern. I had to explain the situation to reception (despite them not having medical qualifications) only to be informed that no appointments were available that day. It seems unusual that at 8:15am, when I was fifth in the queue, there would be no slots open. I was then directed to check the clinic's online engagement platform or visit the pharmacy instead. This was disappointing and unhelpful. The service fell well short of what I would expect.

Staff were kind and genuinely supportive

My mother is registered at the practice and the team there have consistently demonstrated efficiency, support, helpfulness, kindness and sensitivity in their approach.

Receptionist made booking straightforward and easy

One of the best medical practices in the area for me, the reception staff are lovely and helpful every time! The clinical team are responsible, empathetic and respectful! I cannot complain and I strongly recommend this practice if you want to be treated with dignity and respect! Thank you to the team for everything so far!

Polite reception and prompt medical attention

The reception team members are consistently courteous and the clinical staff have been excellent from the start - always responding quickly to any health issues and concerns I've raised. Thank you 🙏

Hard to get appointments without long waits

The practice does not offer same-day appointments even when calling at the earliest opportunity. Booking appointments in advance involves a lengthy waiting period. There is an emphasis on using online booking systems for all patients.

Slow automated phone system makes everything worse

Disappointing experience. The concerns raised in other reviews are valid. Extended waiting periods, inattentive service, significant staffing constraints and prolonged resolution times make it difficult to move forward with daily activities as issues remain unaddressed. I must say the situation appears to have deteriorated further. The automated telephone system has become increasingly difficult to navigate with extended listening times. The recorded voice guidance is slow, uninspiring and frustrating, and there is no option to bypass it despite familiarity with the available choices. It's worth noting that patients prefer speaking with actual staff members, so recruitment would be beneficial. Automated systems and online submission methods that go unmonitored are not effective solutions, particularly when there remains insufficient capacity to manage them properly and they continue to result in delayed responses.

Registration process took weeks to complete

The registration process at this surgery took several weeks to complete. When I attempted to book an appointment through the online system, the earliest available slots were months in advance. Following my booking, my appointment was cancelled twice without any prior contact to discuss whether I wished to keep it. I found this approach discourteous and unjust. What was originally scheduled as a months-long wait has now extended to nearly double that timeframe. I find this situation deeply frustrating.

Long-term patient feels genuinely well looked after

I have been with this health centre for over 15 years. It is an amazing practice with brilliant clinicians. The nursing team and all staff members are wonderful. I have received excellent care and appropriate referrals for various health concerns, and my issues have been effectively addressed. I would like to express my gratitude to everyone at the practice. 🙏💜

Difficult to book appointments when needed

The experience was disappointing overall. Securing an appointment with a general practitioner proved challenging, and there were extended delays for test results. The phone lines appeared to close considerably earlier than the stated times. Callback requests were not consistently fulfilled. Telephone consultation slots were not available within a reasonable timeframe when needed, with waits extending to around two weeks. There seemed to be frequent redirections to alternative facilities for blood work or to urgent care centres for minor health concerns.

Felt truly listened to and supported

The healthcare professional I saw provided excellent care and made a significant positive difference to my experience.

Phone lines passed me between services

This practice feels more like a call centre than a proper medical facility. My case was redirected to an out-of-hours service, and when that service advised me to contact the practice again to request an urgent appointment, I was instead directed to attend hospital. It appears the practice may not be meeting its responsibilities within the healthcare system. This situation warrants further examination.

Online booking unavailable, phone queue only solution

I am unable to provide a negative rating lower than one star, which reflects my experience at this facility. I manage a chronic illness affecting multiple organ systems and had run out of medication. When I attempted to book an appointment online as the website suggested, I was unable to do so. I therefore visited the health center in person, bringing documentation from two specialists outlining my condition and current treatment plan. I required an appointment for ongoing disease management and medication replenishment. A staff member advised me to return home and indicated that a clinician would contact me to arrange an appointment. After ten days had passed with no contact from the clinic despite having provided specialist documentation, I called to follow up. Rather than receiving an appointment, I was given explanations about the center's operational procedures that seemed unhelpful and did not address my medical needs. The following concerns relate to how the center manages its operations within the NHS framework and delivers healthcare services. I wish to note that the staff member I spoke with was simply conveying information about how the center functions. When I called on the tenth day seeking an appointment, I was told that a clinician had attempted to reach me by telephone on two occasions but had been unable to connect. This left me, a patient with a serious chronic condition requiring medication, without care for an extended period. I question whether this approach aligns with ethical healthcare practice and whether the center prioritizes patient welfare. The center holds my email address and postal address, yet made no attempt to contact me through these channels. I was informed that email communication is not standard practice at the center. This suggests that operational procedures take precedence over patient care. Patients fund these services through taxation and healthcare contributions, yet the level of care provided appears inconsistent with this investment. I was advised to call at 8 a.m. the following morning, as same-day appointments are only available at that time with no advance scheduling. Without calling at precisely that time, I would be unable to secure a telephone consultation with a clinician at an unspecified future time. I was told this operational model falls outside NHS regulations. I question whether this represents the center's independent decision and whether NHS oversight extends to monitoring such practices. It seems unrealistic to expect all patients to be available to wait for unscheduled calls without advance notice. The center's website consistently shows no availability for appointment booking yet continues to direct patients to book online. Why does the website not clearly advise patients to call at 8 a.m. to compete for telephone consultations instead? How many such telephone slots are genuinely available? The appointment system lacks transparency. I am concerned about who is responsible for these operational decisions and what the underlying intentions may be.

Friendly staff made me feel welcome

Excellent service provided by the clinical team and administrative staff.

Surgery refused emergency appointment for infected wound

My child had a health concern requiring urgent attention, but was unable to obtain a timely appointment through the usual channels. When directed to contact the out-of-hours service, the surgery declined to provide emergency cover. This resulted in a visit to the accident and emergency department. Follow-up care has been recommended, however arranging the necessary appointment has proven extremely difficult.

Proactive care and attentive ongoing support

Can't fault the personal approach. The clinician demonstrated a proactive stance towards managing my ongoing care. Much appreciated.

Friendly staff made me feel supported

Outstanding level of service provided The team here are exceptionally welcoming and approachable I have been attending this practice for more than two years and have consistently received excellent support and assistance I would absolutely suggest this surgery to others

Reception staff unhelpful with referral requests

I would rate this surgery very poorly. During my visit, I felt the clinician was dismissive and did not adequately explain their clinical reasoning, which differed from what the hospital had recommended. I expressed my concerns as a worried parent, but felt my worries were not taken seriously. In summary, the hospital had suggested my young child needed further imaging, but the clinician declined to make a referral, stating they had reached their own conclusion based on their examination. In my experience with other healthcare providers, I have found them more willing to refer to secondary care when there is uncertainty, which would have given me greater reassurance. The situation has continued to be frustrating in the months since.

Friendly staff but appointments are impossible

The team and clinical staff are all very pleasant and welcoming. However, appointment availability is extremely challenging. I am seriously contemplating switching to a different practice.