William Brown Medical Centre

Repeated prescription failures causing serious problems

The practice has declined significantly in quality. We have a young child with a complex medical condition requiring regular monthly medication. Consistently, the prescribed medicines are not available and have not been processed, which has resulted in our child experiencing serious health episodes due to lack of medication. Staff have also contacted us offering alternative medicines that we have not previously discussed or agreed to. When we attempted to address these issues, the management displayed an unhelpful attitude and declined to provide details about who is responsible for these recurring problems, preventing us from submitting a formal complaint. The specialist hospital involved shares our concerns about this situation.

Reception staff went out of their way to help

I would like to commend all of the staff at the practice. The surgery has a warm and welcoming atmosphere, and the reception team consistently demonstrate a willingness to assist patients. I have experienced several health concerns over recent years and have received care from a clinician at the practice. I would like to express my sincere appreciation for their consistent dedication and compassionate approach. They always make well-considered decisions that take circumstances into account, explain these clearly in straightforward language, and treat me with empathy and respect. They are approachable and easy to communicate with. During a recent appointment, I had the opportunity to meet a member of the nursing staff who went above and beyond expectations and demonstrated genuine compassion, putting me completely at ease. Their ability to connect with me as a patient significantly enhanced my experience. They displayed such a kind and professional manner throughout. Excellent care provided.

Phone booking system needs simplifying for older patients

The quality of this surgery service appears to have declined. The telephone appointment system lacks accessibility features for older patients, and while I manage reasonably well with technology, it could be quite intimidating for those less familiar with it, particularly when they are not feeling well.

Quiet surgery with plenty of seating space

Like most medical practices, the waiting area is peaceful with adequate seating available. It's worth noting that vehicle registration details need to be provided to avoid parking charges.

Pharmacy staff were quick and genuinely kind

The pharmacy team deserve recognition for their efficient service and attentive care. I was attended to promptly and my requirements were fully addressed. The staff demonstrated kindness, professionalism and approachability throughout the interaction. Excellent work all round.

Appointment system makes access nearly impossible

Securing an appointment with a clinician proves challenging unless one calls at 8:30 am and manages to get through successfully. The reception and clinical teams are consistently pleasant and accommodating, yet the practice is significantly hindered by an inefficient appointment booking system. Service availability is particularly limited on Wednesdays due to scheduled staff development sessions. The consolidation of resources across multiple locations appears to have negatively impacted accessibility and service quality overall. There seems to be a prioritisation of operational efficiency over patient access. Following a recent update, the situation has become increasingly problematic. A recent telephone consultation for a mood assessment lasted approximately one minute with only a single question posed regarding medication, whereas a more comprehensive evaluation would have been more appropriate to properly assess overall wellbeing. No face-to-face consultations have occurred in recent years, and booking standard appointments has become nearly impossible. The online appointment system consistently shows no availability. When contacting the practice by phone, available slots are typically exhausted by the time someone is reached, requiring patients to call back the following day to repeat the process. The primary factor preventing a change of practice has been the availability of one particular clinician known for genuinely engaging with patients, though even this is becoming an increasingly unreliable option given the persistent difficulty in securing any appointments whatsoever.

Helpful reception staff made booking straightforward

A wonderful practice with outstanding clinical staff who are attentive and responsive to patient concerns. The advanced practitioners demonstrate excellent knowledge and maintain high professional standards. The front desk team are professional, approachable and consistently supportive. I have found every aspect of my experience here to be positive. The on-site pharmacy service is also particularly efficient and helpful.

Rarely needed but always reliable

I'm fortunate to enjoy good health, so I don't find myself needing to visit very often😁

Reception staff made the booking process smooth

Just been in and out and the issue has been addressed. The receptionist was extremely helpful and pleasant. The prescription was sorted quickly and efficiently. The ongoing condition management has been absolutely excellent, with the healthcare team being remarkably supportive and understanding, signposting me to the appropriate specialist and providing suitable medication. The staff consistently go above and beyond when they are able to. While there may be differing opinions about the doctors, the team remains proactive and genuinely lovely.

Reception team were genuinely polite and helpful

An outstanding practice. The reception staff are remarkably courteous, and the pharmacy team demonstrate exceptional helpfulness. Thank you to the entire team for your dedication—we recognise it's a challenging role managing growing patient demand beyond your control, but please know your efforts are genuinely valued, whether you work in patient-facing roles or behind the scenes.

Service has noticeably declined over time

The practice appears to have declined in the level of support it provides to patients.

Couldn't help with ongoing health issues

The practice was unable to meet my needs, so I relocated my diabetes management to another location. Additionally, they have not been able to assist with any of my other health concerns during my time as a patient there.

Easy to get appointments when needed

The service provided has consistently been excellent across all team members. I have experienced some health concerns recently, but have had no difficulty securing appointments or making contact with the practice. Referrals have been processed promptly and follow-up care has been efficient. I spoke with a member of staff this morning who delivered excellent service once again. I appreciate the support received.

Phone queue made me want to give up

The customer service experience was disappointing, with calls being disconnected unexpectedly. It raises questions about the accessibility of the practice when attempting to make contact by telephone.

Impossible to get appointments or prescriptions here

This practice has been very disappointing for my family and me since we relocated to the area in 2021. None of us have managed to have face-to-face consultations with a clinician. Obtaining prescriptions has proven to be extremely difficult. I experience seasonal respiratory symptoms and was advised over the phone that my regular medication could not be provided, despite having a previous diagnosis confirmed elsewhere. My spouse has a chronic condition requiring priority care and has faced obstacles in accessing both appointments and necessary medication, with requests for additional testing despite recent extensive investigations during a hospital stay. Following my own recent hospital admission, I requested a sick note through the online system and was given a completion date, but when I followed up due to employer requirements, I was informed by reception staff that this could not be processed as quickly as initially indicated. The overall experience at this practice has been significantly below what I would expect from a medical service.

Easy prescription pickup, difficult appointment booking

The prescription collection process is straightforward and convenient. However, arranging an appointment presents considerable difficulties.

Quick callback and medication sorted same day

Excellent care received after being redirected from the local pharmacy. I received a prompt callback and was seen within a couple of hours, with medication prescribed promptly. The service was professional and thorough throughout. A follow-up message was also sent a few days later to check on my progress, which was much appreciated. Very satisfied with the service provided.

Reception team were genuinely helpful and kind

Consistently demonstrates a helpful approach.

Friendly reception made the visit smooth

Everything went smoothly, with a welcoming and friendly greeting upon arrival.

Repeat prescription ordering system is completely broken

I have found the service at this practice to be disappointing overall. The clinical staff have been excellent, however I have experienced significant difficulties with the administrative side of things. In particular, ordering repeat medications has been consistently problematic throughout my time as a patient. Over the nearly two years I have been registered here, I have encountered obstacles almost every time I have needed to arrange a repeat prescription. The process appears to be very time-consuming, which is particularly challenging when juggling work commitments. On occasions when the prescription ordering system has been unavailable, I have not received the support I would have hoped for from the reception team. It is genuinely unfortunate because my interactions with the clinical staff have always been of a high standard. However, due to the ongoing administrative difficulties, I would recommend considering alternative practices that may offer a more streamlined prescription ordering experience.