Wideopen Medical Centre

Receptionist's smile made all the difference

I was referred to this practice when my usual surgery couldn't fit me in for an appointment. I felt a bit apprehensive about visiting somewhere unfamiliar, but I was pleasantly surprised by how welcoming it was. The receptionist greeted me with a genuine smile, which was quite refreshing compared to what I'm used to. The clinician I saw was wonderfully reassuring and had a calm manner that really helped put me at ease. They took time to address my concerns and provided me with helpful guidance. The whole experience was worthwhile, and I think other surgeries could benefit from adopting a similar approach to patient care. I'm very grateful for the visit.

Reception helpful but doctors disappointing

This practice has not met my expectations compared to others I have been registered with. While the reception team are helpful, I have found the clinical staff to be disappointing. There are several concerns I have about my experience here, though I would prefer not to detail them all in this review. I would recommend considering alternative practices if possible.

Receptionists made booking appointments so much easier

I cannot believe how much simpler it has become to obtain an appointment, and I cannot believe how pleasant and cheerful the reception staff are. I cannot believe it, particularly given the circumstances with the other local surgery being closed for renovation. I do like to offer recognition when it is warranted. It is genuinely a pleasure to call now and interact with the reception team.

Reception staff made me anxious about calling back

The clinical staff at this practice are excellent and provided outstanding care. However, I found my interaction with the reception team to be somewhat condescending. When I called seeking an urgent appointment for my unwell child, the receptionist focused on questioning my personal circumstances rather than helping me access the appointment I needed. I was understandably distressed and concerned about my child's health, but instead of receiving support, I felt judged about my situation. This experience has left me feeling apprehensive about contacting the practice again in the future.

Appointments cancelled without proper notification

I have experienced repeated appointment cancellations without receiving advance notice, only finding out when I arrive for my scheduled visit. On multiple occasions, I have travelled to one location for an appointment, only to be informed upon arrival that it has been relocated to a different surgery. I was made to feel responsible for this confusion, with staff suggesting they had sent notification of the change, though I have not received these communications. I am very frustrated by the consistent failure to see me at my booked appointments and the ongoing disruption this causes. The service has been disappointing, and I am considering registering with a different practice.

Long wait times and unhelpful reception staff

Unsatisfactory level of service

Felt let down by the service received

I felt completely unsupported and disappointed with the level of care provided at this surgery. The service fell short of my expectations and left me feeling let down.

Doctors who actually listen to you

Positive experience with the medical team

Practice altered records without contact

I would strongly advise against using this practice. In my experience, I have found their service to be consistently poor over an extended period. I have concerns about the accuracy of my medical records and feel that communication regarding any changes could have been better. The level of clinical knowledge has seemed limited, and the quality of care appears to have deteriorated further in recent times. I am very dissatisfied with my overall experience with this practice.

Reception staff dismissed my health concerns

The reception team displayed poor interpersonal skills and seemed unaware of privacy considerations. I was informed that speaking with an available GP was not possible, as the staff member did not perceive my condition as urgent enough. Having a background in healthcare, I was able to advocate for myself and clarify that primary care services operate differently from emergency services.

Friendly reception made the visit pleasant

Outstanding

Staff made me feel genuinely reassured

Just wanted to share my experience with you all. The staff at the surgery were absolutely amazing when I attended my appointment recently. The clinical team and reception staff went above and beyond to help me and reassure me with a concern I had. They were very warm and welcoming. Great work and regards to you all.

Reception staff were kind but practice disappointing

I would consider this among the least satisfactory general practices I have been registered with. I would advise others to look elsewhere for their care. The front desk team are genuinely pleasant and helpful, however.

Professional team made me feel heard

Extremely professional approach with excellent service delivery. Much appreciated.

Phone queue left me hanging and frustrated

Attempted to reach the practice by phone but the call was disconnected, which was disappointing. I have experienced several difficulties with the medical staff in the past.

Reception staff gave misleading information when friend called

I recently observed a phone interaction with the reception team that left me very concerned. During the call, my friend, who is unwell, received information that I felt was inaccurate on multiple occasions. They were told a callback would be made but this did not happen as stated. There was also confusion regarding appointment availability, with different timeframes being mentioned than what my friend understood to be correct. Additionally, there was discussion about a service's independence that I believe was misleading regarding its actual relationship with the practice. Throughout this interaction, I found the manner of the reception staff to be dismissive and unhelpful, which felt particularly inappropriate given my friend's health situation at the time.

Receptionists blocked access to vital medication

This practice does not deserve a positive rating. I have experienced issues on more than one occasion regarding access to necessary medication, which I felt was due to unhelpful reception staff. I intend to lodge a formal complaint about my experience with the relevant health authority.

Reception made me feel like a nuisance

This practice has not met my expectations. The staff interactions were disappointing, and I felt unwelcome when contacting the surgery. I believe the reception team would benefit from additional training in patient communication and courtesy.

Reception staff understood my hearing needs well

The reception team were extremely helpful and accommodating regarding my hearing difficulties, which was excellent. The clinician I saw during my appointment was outstanding and demonstrated a comprehensive approach to my care, delivering an exceptional experience.

Phone system cuts out during prescription queries

I attended a face to face appointment and was prescribed medication. The prescription was authorised and sent to the pharmacy several days later. After a week, the item remained unavailable. When I contacted the pharmacy, I was informed they had the medication in a different formulation than what was prescribed and could not dispense it without an updated script. I attempted to contact the GP practice multiple times, but the phone system repeatedly disconnected during the menu options. When I eventually reached the prescription line, I encountered an automated system with hold music and minimal responsiveness. After waiting over eighteen minutes, I ended the call. I also tried to arrange a follow-up appointment with the clinician from my initial visit, as they had indicated they wished to see me again. However, since no specific appointment type was noted, I was offered a telephone triage instead, which I declined. I looked through the practice website to find an alternative way to escalate my concerns but was unable to locate an appropriate option. The practice previously provided a more accessible service before transitioning to a primarily telephone-based model.