Whinfield Medical Practice

Staff friendly but communication could be clearer

It is a good surgery with helpful staff. However, there are occasional instances where commitments regarding administrative matters are not fully honoured as promised. This can feel somewhat misleading at times, but aside from this issue, the practice generally performs adequately.

Hard to book appointments through new system

The clinical staff are pleasant and approachable, however appointments are extremely difficult to obtain. The new online booking system is not functioning effectively, and I experienced a lengthy wait for a callback that did not arrive as expected.

New appointment system needs serious work

Excellent practice overall, however the new appointment booking system is frustrating. Despite attempting to arrange an appointment for a family member throughout the day, they remain on the waiting list. The system has limitations as not everyone can access or use online booking methods. Despite these challenges with the appointment process, the clinical staff and wider team are excellent and provide brilliant care.

Quick morning appointment with helpful reception staff

I called the surgery early in the morning and was seen shortly after by an advanced nurse practitioner. The clinician was polite and professional throughout the appointment. I was very satisfied with the service provided. The reception team were also courteous and helpful.

Straightforward place to get seen

It's a venue where one can attend healthcare consultations.

Straightforward appointment booking and friendly reception

I am satisfied with my experience.

Pain relief achieved through careful examination

The nursing care I received helped alleviate my discomfort, and I'm grateful for the thorough and skilled assessment provided.

Medication records didn't match what happened

This practice has been extremely disappointing. I have not experienced anything quite like this before. I was told that my medications had not been reviewed, yet I received a call during the spring months from a locum covering for my regular GP who went through my medications with me. However, the practice now states this never occurred as there is no record on their system. I find this very concerning and feel my experience has not been taken seriously. I would recommend considering alternative healthcare providers. I wish it were possible to leave a lower rating.

Friendly staff who listen and help

I have been attending this practice for over two decades and consistently receive the support I require. The team members are always professional, courteous and approachable. The past couple of years have presented challenges for everyone, but I have felt well supported throughout this period and remain grateful for the care provided. It is important to recognise how busy the practice is, and my clinician has been excellent, demonstrating genuine understanding and commitment to assisting me.

Appointment cancelled same morning without proper notice

I felt let down by the way my appointment was handled. An appointment I had been waiting several weeks to attend was cancelled on the morning it was scheduled, with the explanation that an attempt had been made to contact me by phone. When I questioned this decision, I was told it was because I had previously communicated with the medical team through the online patient portal, which apparently warranted cancellation. I felt frustrated that responsibility was placed on me for not returning the missed calls. I would suggest the following improvements for future situations: 1) Staff should not unilaterally decide to cancel appointments based on their own judgement about whether patients warrant an appointment slot. 2) Cancellations should not occur after a patient has already waited an extended period for their appointment. 3) If cancellation is necessary, it should not happen on the same morning when patients may not yet be awake. 4) When an appointment must be cancelled, patients should receive a clear message stating this directly, rather than being asked to call back regarding an unspecified matter. 5) The decision-makers involved in cancellation decisions should communicate directly with patients rather than delegating this responsibility to reception staff. I have decided to seek care elsewhere. While I found the clinical staff to be professional and helpful, and I recognise the reception staff were placed in a difficult position relaying this decision, I feel the overall experience has not met my expectations.

Phone staff were dismissive and unhelpful

I have found the service at this practice to be disappointing. I have been a patient for many years and recall it being highly regarded locally, but my recent experiences have been frustrating. While there is one staff member who is consistently helpful and attentive, I have found interactions with others to be dismissive, particularly over the phone. I feel that staff sometimes make assumptions without fully listening to what I am saying, which comes across as discourteous. What concerns me most is the recurring issue with medication ordering. I have experienced significant delays in having prescriptions processed, sometimes waiting considerably longer than expected to receive my tablets. This has caused me considerable worry about my health management. Overall, I am very dissatisfied with the standard of service I have received and am considering my options regarding continued care at this practice.

Staff were polite and genuinely helpful

Outstanding experience, the team consistently demonstrates courtesy and willingness to assist.

Surgery refuses to do home visits for elderly patients

I recently contacted the surgery to request a home visit for my elderly mother, who has needed emergency department care on multiple occasions recently. Instead of arranging a visit, I was advised to contact the ambulance service instead, which I found frustrating.

Couldn't get home visit when mum needed one

Poor service experience. I have been attempting to arrange a medical visit for my elderly relative for an extended period. She eventually required emergency hospital care and admission, which might have been prevented with earlier intervention. I found it frustrating that home visits or in-person appointments were not available. When contact was made, it was with temporary staff who lacked familiarity with her medical background.

Phone lines constantly engaged and unhelpful

I have been attempting to contact the practice since early in the day, but the phone line has remained busy. When I eventually managed to get through, I felt the receptionist prevented me from accessing an appointment with a doctor, which I found frustrating. My family member was directed to the pharmacy instead.

Long wait times on the phone queue

I waited on the phone for an extended period and remained first in the queue for a considerable amount of time without being attended to. The wait was disappointing and frustrating.

Reception staff were dismissive and unhelpful

Unhelpful and dismissive in manner. I now feel anxious about contacting them, as I worry my wellbeing would suffer as a result. Recently, I chose to go directly to the hospital instead, as I felt it would be pointless to attempt calling for an appointment.

Receptionist attitude made the visit worse

The medical practice in this area has not met my expectations. The reception staff were unwelcoming and unhelpful during my interactions with them.

Impossible to reach the surgery by phone

The clinical staff member I see is excellent, however accessing appointments and reaching the practice is extremely frustrating. I made numerous calls over several days attempting to get through, only to find the lines constantly engaged with no option to queue. One member of the reception team has been unhelpful and dismissive towards me on multiple occasions, leaving me in discomfort for an extended period before eventually offering a telephone consultation. I am very dissatisfied with the level of service provided. The online consultation system is also slow to process, and the response suggested contacting the surgery directly to book an appointment, despite being directed to use the online service initially by reception staff. This has been deeply frustrating. I am in pain and anxious about my health, yet feel my concerns are not being adequately addressed.

Good resources for patients across all ages

Outstanding care and comprehensive facilities available to patients across every age group.