Walnut Tree Health Centre

Phone queues make getting through difficult

Waiting times to reach someone by telephone are lengthy, typically between 40 and 60 minutes. Rather than having blood pressure checked at the practice, I was advised to purchase my own monitor and record readings at home. When I attended to receive blood test results, I was handed a printout without any discussion, and only after I raised questions did staff acknowledge that follow-up would be necessary. Online request submissions appear to take considerably longer than a week before receiving a response. The overall service experience has been disappointing.

Online booking led to the right appointment

I booked a consultation appointment online through the NHS app during a period when I was experiencing significant emotional distress. I attended my appointment and experienced an emotional crisis during the session. It emerged that I had selected an incorrect appointment type, but was fortunate to be seen by a clinician who specialises in mental health support. Rather than immediately prescribing medication or declining to help, the clinician recognised my vulnerable state and offered me a quiet space to compose myself, returning after a short interval to provide the focused attention I required. The clinician then offered me the time, compassionate care and assessment I needed. Following this, I was placed on a structured support plan designed to help me recover my mental wellbeing. I have continued to receive ongoing support at regular intervals, and I feel very grateful to have this clinician as part of my healthcare team. I have great appreciation for the care provided and remain thankful for the continued support I receive.

Refused inhaler refill despite running out

The practice declined to issue a replacement for my rescue inhaler as it wasn't yet due for renewal, despite my current supply being depleted. I found this approach concerning given the current health circumstances and the time of year when respiratory issues tend to increase.

Impossible to book an appointment here

This practice has been very difficult to access for appointments. I have experienced significant challenges when trying to book consultations and am considering making a formal complaint to the relevant health authority.

Phone system kept rejecting appointment calls

Called at 08:02 and selected the option to book an appointment, but received a message stating the call could not be completed and to try again later. Attempted multiple times with the same result. Unable to establish contact through this method.

Practice manager won't return complaint calls

My recommendation would be to consider an alternative practice, as I have experienced difficulty getting in touch regarding a concern I raised. I have been waiting for over a month to receive a callback from the management team. Would this be a surgery you would feel comfortable attending as a patient?

Phone lines repeatedly cut off during booking attempts

I was unable to arrange an in-person appointment and attempted to contact the practice by telephone on consecutive days. Both calls resulted in the same automated message stating the call could not be completed, followed by disconnection. I have concerns about the legitimacy of this establishment. I have not observed evidence of medical professionals or meaningful assistance being provided to patients. The service appears to me to be primarily focused on generating revenue rather than delivering genuine healthcare. I would recommend contacting NHS 111 instead, as they are more likely to provide a useful response and can advise whether medical attention is necessary. In my view, this practice does not function as a genuine GP service, which may explain why it uses the term "Health Care" rather than positioning itself as a traditional general practice.

Frustrating lack of availability and compassion

Standard GP experience. Difficult to secure appointments unless circumstances are urgent. Limited empathy shown, with a tendency to dismiss concerns quickly regardless of how reasonably you present them. It's unsurprising that patients become frustrated, as this may be the only approach that yields results with this service.