William Brown Medical Centre

Booking system failures left me without support

Struggled to secure an appointment following a significant injury, and felt unsupported after attending the emergency department. After a considerable delay of two months, I was eventually able to access imaging which revealed multiple structural issues requiring treatment. I had to purchase my own mobility aids and pain relief medication out of pocket. This morning, I've been attempting to book a follow-up appointment, but the online booking system has been unavailable since early morning.

Struggling to book appointments here

It is very difficult to secure an appointment at this practice. The staff do not appear particularly knowledgeable or sympathetic regarding mental health concerns. I am planning to register with a different surgery in the near future.

Phone queue made getting appointment impossible

Don't bother attempting to book an appointment. I spent over 2 hours on hold trying to reach the practice, only to be informed that no slots were available. While the team members were pleasant, the booking system itself is utterly frustrating.

Impossible to book an actual appointment

The quality of service has declined significantly, and it is now extremely difficult to obtain an appointment or have a meaningful conversation with a healthcare professional.

Impossible to book appointments when ringing early

It is difficult to secure an appointment despite attempting to call at the start of the day. There are several health concerns I would like to have addressed, but I find myself reluctant to make contact as I anticipate being told that no availability exists. This is frustrating when one cannot access care. The situation requires improvement, as there should be sufficient appointment slots for all patients. It feels inadequate in the current time period, to be frank.

Serious concerns about patient safety and care

The practice raises concerns about patient safety. I am unable to share details of my experience at this time as I have not yet escalated this matter to the practice management. There appear to be questions about how the service operates and prioritises patient care.

Phone system makes booking nearly impossible

The phone system and appointment booking process at this practice are unnecessarily complicated and difficult to navigate. The service has noticeably declined since the recent change in ownership.

Phone triage system needs clearer instructions

The staff members are consistently polite and helpful, though I have concerns about the triage process. My phone recently ran out of battery, and when I listened to the voicemail message, it was extremely brief and didn't provide a callback number or clear instructions on how to book an appointment for that day. When I called back, I had to wait again for someone to ring me to arrange an appointment. Apart from this experience, the team generally manages things well and maintains a friendly, welcoming approach.

Difficult to book appointments with preferred clinician

Frustrating appointment experience. It appears difficult to request a particular clinician as they frequently seem to be unavailable when contacted.

Appointments ran on time without delays

I have attended this practice on multiple occasions and have consistently found that appointment schedules are respected, with minimal waiting times experienced. The clinical staff have provided capable and thorough care throughout my visits. My spouse has similarly had positive experiences and shares this assessment. I trust that this standard of service will be maintained despite the pressures and transitions currently affecting the NHS.

Couldn't get through on the phone

The service provided was disappointing, with significant difficulties in reaching the practice by telephone.

Long waits and overcrowded appointment slots

The practice feels very busy and congested. Securing an appointment requires patience and persistence.

Long waits despite arriving on time

The practice frequently runs behind schedule, and patients should anticipate significant waiting periods even when arriving on time for their appointments.

Phone lines impossible to get through

I have been attempting to reach the surgery by phone for two days without success. After multiple attempts to get through, I found myself unable to cancel an appointment due to a family emergency. As a new patient, I did not have access to online cancellation options. The missed appointment now appears as a no-show on my record, which is frustrating given the circumstances. The difficulty in making contact has left me seriously considering switching to another practice if this is the level of accessibility I can expect. I am very dissatisfied with this experience.

Phone queues and long waits wasted my morning

I would rate this experience very poorly. Beyond the difficulty reaching the practice by phone, I attended an early morning appointment and was instructed to return later. When I arrived at the requested time, despite approaching the reception desk twice, I was not called in and eventually left after waiting over an hour. I am seriously considering switching to a different practice, as this one frequently mentions missed appointments while I felt my time was wasted that morning. Additionally, the car park facilities are inadequate, with vehicles parked outside designated spaces despite available bays.

Struggling with long waits and reception delays

Extended periods spent waiting in the reception area, particularly when trying to secure an appointment through the front desk. The recently implemented system appears to be experiencing difficulties.

Phone system makes booking nearly impossible

Frustrating new system. Multiple unsuccessful attempts to reach the practice between 8.30 and 10am. Upon finally connecting after extended hold music, I was informed that a new process requires triage before booking an appointment. However, I was then told that triage slots were fully booked and advised to contact the practice again the following day. This approach seems impractical for those in employment who cannot repeatedly call throughout the morning. The difficulty in accessing routine appointments for non-urgent matters is concerning and may contribute to unnecessary pressure on emergency services elsewhere in the healthcare system.

Can't get through on the phone line

Have been attempting to book an appointment over the telephone for several days without success. The difficulty in reaching the practice has been frustrating.

Disappointed when nurse saw me instead of doctor

Attempted to book an appointment with my usual healthcare provider. I was informed that a triage call would be arranged. The call came through at midday, and since it turned out to be my regular clinician, I explained my concerns and was asked to attend the surgery at 4.45pm. I was pleased at the prospect of seeing the person I normally consult with. Upon arrival, however, I was seen by a different member of staff instead. I was visibly disappointed, and this was clearly noticed. When I enquired about my usual clinician's whereabouts, I was told they were in a meeting. The staff member I saw was pleasant and professional, but I had specifically wanted to see my regular clinician. If this situation continues, I am considering switching to a different practice as I am becoming increasingly frustrated with the current arrangement.

Phone queue left me hanging without resolution

I experienced a call disconnection after being kept waiting for an extended period on the telephone line.