Wilberforce Health Centre

Reception staff were dismissive and disrespectful

I attended for a routine vaccination appointment recently. Upon entering the consultation room, I was greeted in a manner I found inappropriate for my age. The staff member's choice of language felt patronising and disrespectful. The other staff member present also displayed a sarcastic tone during the interaction. I felt that the approach lacked professionalism and consideration for appropriate communication. The overall experience left me disappointed with the standard of patient interaction I received. I would rate this experience very poorly.

Appointment booking process needs improvement

Accessing appointment slots at this practice proves to be quite challenging.

Reception staff went above expectations

I arrived at the walk-in centre with modest expectations based on previous feedback, but I was pleasantly surprised by the helpfulness of both the reception team and clinical staff. I was assessed promptly after my arrival and received the treatment I required. I'm very grateful for the care provided.

Good service and helpful reception staff

The service provided is of a high standard.

Reception staff could improve their warmth

I've encountered the stereotype that medical receptionists can be dismissive, but I found the interaction particularly lacking in warmth and empathy given the nature of their role supporting patients. The practice would benefit from reviewing their staff's approach to patient interactions.

Reception staff weren't helpful or friendly

It was disappointing to encounter some staff members who did not meet the standard of service I would have expected from the NHS.

Quick appointment for my booster jab

Attended for a booster vaccination during the spring season.

Professional and caring staff throughout

The clinical team members and administrative staff demonstrated professionalism and compassion throughout their interactions.

Closing time wasn't what the website said

The practice's advertised opening hours appear to differ from when it actually closes. Upon arriving at 7, I was unable to be seen as the surgery had already shut for the day.

Helpful staff who sorted things quickly

I've used this practice twice recently and was very impressed with the service. The staff were extremely supportive and provided excellent assistance. I recognise that waiting times are necessary, though I appreciate the appointments operate on a first-come, first-served system.

Appointment access and prescription issues frustrate

It is extremely difficult to obtain an appointment at this practice. After managing to secure a slot, I was turned away and subsequently had to attend a walk-in centre for treatment instead, as a condition that was visually apparent and straightforward to address was not diagnosed during my visit. Additionally, when attempting to order a repeat prescription, I found it necessary to make several contact attempts before it was finally issued. I would advise prospective patients to carefully consider whether this practice can reliably meet their healthcare needs.

Quick and easy booking process

Straightforward and convenient

Reception staff were unhelpful with booking

The reception team's manner was unwelcoming. It would seem more efficient to implement an automated appointment system rather than rely on staff who appear disengaged with their role. However, I recognise this may be unrealistic given the constraints of the service.

Long wait on the phone line

I called at 8.00 AM and reached position 10 in the queue. When my call was answered 27 minutes later, the staff member came across as unprofessional and discourteous.

Long queue despite early morning call

I contacted the practice early in the morning shortly after opening regarding a concern with my child. Upon arrival, I was placed in a queue and remained in the same location for approximately 10 minutes. I was surprised by the number of people present given the early time of day.

Receptionist blocks access to GP appointments

It is very difficult to obtain an appointment with the practice. The reception staff consistently provide the same response regarding availability, suggesting to call back the following morning at a specific time. When attempting to call at that time, there are long wait periods with repeated holds before finally reaching someone, only to receive the same message about the practice being at capacity.

Couldn't get urgent advice over the phone when needed

I was advised by NHS 111 to seek urgent contact due to elevated blood pressure readings. When I called the practice, I was informed that an appointment would be necessary, with availability only extending to at least a week ahead. I was told that telephone guidance could not be provided. I have since managed to bring my blood pressure readings down to a lower level independently. I would note that I have concerns about the practice's approach to managing online feedback, as I believe reviews reflecting critical experiences may not remain visible on their NHS listing.

Receptionist dismisses concerns about long wait times

Called to book an appointment and was told there were no available slots for the current week or the following week. I was advised to ring back the following Monday, which meant waiting several days before I could even attempt to secure an appointment. When I expressed concern about this wait time, the receptionist suggested I could look elsewhere for care. I found this response disappointing, particularly given my long-standing relationship with the practice.

Couldn't get through on the phone

One star is too much. I've attempted to reach the practice multiple times this morning to book an appointment, but the calls keep disconnecting. When I've tried contacting other departments, they've indicated they're unable to assist and suggest I keep attempting. Securing an appointment at this practice feels increasingly difficult, and it appears there is little concern for patients trying to access care.

Reception area feels more welcoming now

The medical practice has changed considerably from how it used to be.