Windmill Surgery

Patient Experience Summary

Patient feedback reflects a mixed experience with significant variation in service quality across different areas of the practice. Reception experience emerges as a key concern, with multiple reports of difficult phone access, prolonged waiting times to reach staff, and inconsistent courtesy from reception personnel. Appointment availability and booking present ongoing challenges, with patients describing lengthy delays in securing consultations and frustration with the booking process. Communication gaps are evident, particularly regarding appointment type confirmation and prescription status updates, leaving patients uncertain about their care arrangements.

Positive feedback centres on clinical care, with nursing staff and several physicians consistently praised for compassionate, attentive care and professional expertise. Patients report feeling genuinely supported during consultations and appreciated the time taken to listen to concerns. The welcoming environment and courteous approach from certain team members stand out as strengths, though this experience is not universal across all staff.

Continuity of care concerns surface in reviews mentioning staff changes and difficulty identifying a consistent primary physician. While some patients acknowledge the practice's efforts to improve systems and express understanding of operational pressures, others highlight the need for better responsiveness, clearer communication protocols, and more consistent standards in reception service delivery to enhance the overall patient experience.