William Brown Medical Centre

Getting through by phone remains nearly impossible

I'm uncertain whether this practice actually considers these reviews, but I agree that the experience has been disappointing across multiple areas. Getting through initially proves extremely difficult, and receiving a callback is equally challenging. It seems unreasonable that speaking with a clinician at a medical practice should be so problematic, yet it appears to be the case here. The standard of service at this surgery has declined significantly. I'm unclear about current operational practices, and a comprehensive restructuring from management level downwards would be beneficial. The practice does not appear to be meeting its intended function.

Long phone waits and unreturned calls frustrated me

I contacted the local pharmacy to confirm I could pick up my spouse's medications before the festive closure period. They directed me to contact the medical practice. After a lengthy wait on the phone, I was instructed to use the prescription line and leave a message. Despite leaving messages on multiple occasions, I received no response. I made the effort to visit the practice in person and spoke with the pharmacy team, who suggested I speak with the reception staff. When reception staff eventually became available, I attempted to explain my situation but found myself interrupted and not properly listened to. Despite my courteous approach throughout, the reception staff member was dismissive and unhelpful. It transpired that the practice had actually processed my request and prepared the medications for collection before the festive period, but I had not been informed of this or received any callback to confirm. The lack of communication combined with the poor attitude displayed by the reception staff was disappointing. The overall experience at this practice fell short of expectations.

Long wait times and poor phone access

The service fell well short of expectations. I would rate this experience very poorly if possible. I feel other practices in the area provide a notably better standard of care.

Receptionist blocks access to sick note appointments

Attempting to secure an appointment has been challenging. I experience significant mental health difficulties and require regular documentation for ongoing reviews, but I find it hard to progress beyond the initial contact stage. On occasion, the person handling calls has come across as somewhat discourteous.

Paperwork lost repeatedly, appointments hard to get

Paperwork has gone missing on multiple occasions, resulting in lengthy waiting periods before being informed of the loss, and incorrect information was provided to a third party. Obtaining appointments proves difficult, and returning calls is equally challenging.

Staff blocking access to doctor appointments

It appears this medical facility has similar issues to another location I'm familiar with. The administrative team seems to be creating barriers to scheduling doctor appointments, which is hindering the practice's overall function. I haven't experienced anything quite like this before, though I've heard comparable complaints from others. Where would one go to lodge a formal complaint about this?

Phone consultation cancelled without proper contact attempt

Following a routine health check, clinical staff expressed concern about my results. A telephone consultation was arranged for a specific afternoon. However, the call came much later in the evening and was disconnected before I could answer. When I contacted the practice on Monday morning to reschedule, a call was made in the afternoon. I was subsequently informed that contact attempts had been made earlier that day, which did not align with my experience or phone records. Given my current health circumstances, I feel I require more reliable and attentive medical support. Overall, I have found the service to be significantly below the standard I would expect.

Promised calls never arrive, medication issues unresolved

The service feels disorganised as promised callback appointments don't materialise, and when contact is made it's often with a nurse practitioner rather than a doctor. I had my blood pressure medication stopped in April and subsequently my water tablets were also discontinued. When I raised concerns about this during a later phone consultation, explaining that I had gained weight and was struggling, the response attributed this to external circumstances. I mentioned I was actively managing my diet but the medication still hasn't been reinstated. I'm experiencing significant pain and mobility issues that are severely affecting my daily life, and I'm frustrated at the lack of progress in addressing these concerns.

Can't get through on the phone

Unable to reach the practice by phone, and appointment slots appear to be consistently unavailable. Very frustrating experience overall.

Home visits repeatedly cancelled without proper assessment

Arranging for a medical professional to visit an elderly relative has proven extremely challenging. We have been given assurances that a visit would take place and have travelled a considerable distance to ensure someone would be present, only to receive notification on multiple occasions that the appointment cannot proceed. This has now happened three times, and the patient in question is an older individual whose health appears to be declining. A clinical assessment is clearly needed, yet the practice has not been able to fulfil this request. The visiting healthcare staff have been supportive and have also indicated that an assessment would be appropriate. It is frustrating that despite these recommendations, we have struggled to secure the necessary appointment. We are uncertain about what further steps can be taken to ensure the practice meets its responsibilities to its patients.

Reception staff didn't listen to my concerns

Absolutely shocking practice. It's a genuine shame because there are some excellent clinicians there - but I wouldn't trust the surgery as a whole to get much right.

Can't reach anyone about missing prescription

My medication dosage was adjusted, but I was unable to reach anyone to confirm whether my repeat prescription had been processed. This resulted in another week without my medication. I was extremely frustrated by this situation, as my condition deteriorated during this period. The service and administrative processes felt inadequate.

Website opening hours were incorrect

I visited the website today to find the telephone number and opening hours. The information displayed was inaccurate. The site indicated the practice was open until 8.30pm, however it was closed at 6.45pm. I believe it should not be difficult to maintain correct details and provide proper assistance. I would appreciate it if this important information could be updated so that people can easily access the details they need.

Unexpected parking fine during brief appointment

I was unaware that there would be a charge for accompanying an elderly relative to a medical appointment. Despite the visit lasting only half an hour, I received a substantial fine. I found this to be quite disappointing.

Answering machine left on during open hours

The answering machine message indicated the surgery was closed despite it actually being open. It seems the automated system wasn't updated to reflect current operating hours. This is particularly frustrating given the current circumstances and the importance of accessibility during this time. The situation was disappointing and fell short of expectations.

Reception dismissed my concerns without listening

I attended this surgery as it was my only option. I had been assured I would receive a phone call but this never materialised. After a pharmacist advised me that I needed to see a doctor rather than receive pharmacy treatment, I made my way to the surgery. Upon arrival, the process required me to stand and wait to be summoned via intercom. While I was waiting, I noticed staff members were aware of my presence but did not acknowledge me. Several minutes passed before I noticed a sign instructing visitors to press a buzzer and wait for a response, which made me wonder why the receptionist had not simply answered when she saw me standing there. Once called through, I was taken aside and informed that someone had attempted to contact me that afternoon. I found this difficult to accept, as I had my phone with me throughout the day and had no record of any missed calls. When I showed the receptionist my call log, she appeared dismissive and suggested the system records were accurate, implying I was mistaken. I attempted to explain that I urgently needed medical attention, but was told to ring back the following morning or contact 111. The staff member did not seem concerned about my situation. I found this interaction distressing, particularly given that I was already unwell, and felt humiliated by being contradicted. This represents a significant change in my experience with this surgery, as I have not previously encountered issues. I believe the practice would benefit from reviewing their communication procedures and customer service approach, as the standard of interaction fell short of what I would expect. I would encourage others in similar situations to advocate for themselves.

Phone lines constantly busy and unresponsive

Attempting to reach this practice by telephone proves futile as calls go unanswered.

Phone queues made booking impossible

This practice has significant issues with its service delivery. There are problems with how information is communicated between staff and patients, commitments that are not followed through, and a general sense that patient care could be much better. Getting through to book an appointment involves lengthy waits on the phone. There have been instances where the practice claimed to have attempted contact when no such attempt appears to have been made. The overall experience has been disappointing and frustrating. I would recommend considering alternative options.

Long waits make appointments difficult to manage

Every time I attend an appointment, I find myself waiting at least half an hour beyond my scheduled time, and this occurs consistently which is frustrating, particularly when you have other commitments like collecting a child from school or have only been allocated a limited amount of time away from work. The practice really needs to improve their appointment punctuality.

Aggressive driver turned out to be practice nurse

I arrived at the surgery and missed the turning from the main road. I had to let another vehicle through, and the driver responded with aggressive language before pulling into the car park. It turned out to be a member of the clinical staff, which I found disappointing given the expectation of professional conduct.