Winterton Medical Practice

Staff were friendly and really listened

The team demonstrated a welcoming approach, maintained professional standards, and displayed competence in their roles.

Quick online booking made it easy

Have consistently enjoyed positive interactions at this practice, with convenient online appointment booking and healthcare professionals who demonstrate genuine attentiveness to patient needs.

Friendly staff made booking straightforward and easy

The team members consistently demonstrate a welcoming and helpful attitude when assisting with appointment scheduling and addressing any questions or concerns.

Friendly reception made the visit pleasant

I attended the surgical department at Winterton Medical Centre today and received excellent service throughout my visit. The reception staff were particularly welcoming and friendly, whilst the clinical team demonstrated genuine care and attentiveness. I am grateful to all the staff members involved in my care.

Long wait times for non-emergency skin concerns

I contacted the practice to arrange an appointment after noticing a skin condition that hadn't improved over a couple of weeks. I was unable to secure an appointment until late April, though I do have another visit scheduled for this week. However, I was informed that only one issue can be addressed per appointment. I had expected that multiple physical concerns might be treated as more urgent matters requiring prompt attention.

Receptionist turned me away without seeing anyone

I called the surgery to discuss eye problems I was experiencing. My eyes were itchy and watery, with discharge that caused them to stick together overnight. When I managed to open them, tears were streaming down my face. I had already purchased remedies from the pharmacy without any improvement. The receptionist advised me to visit an optician and return to the pharmacy. I was disappointed that I wasn't offered an appointment with a clinician, as I felt the receptionist lacked the medical qualifications to advise on my condition. I had hoped to speak with a healthcare professional rather than receive guidance from reception staff. I found this approach to be unsatisfactory. The standard of care at this practice continues to decline, which is regrettable.

Everyone at reception was really helpful

Excellent service provided by all staff members.

Missed pharmacist call left me waiting

Had a telephone appointment scheduled for a specific time, but the call did not come through. When I contacted the surgery to follow up, the receptionist indicated they had my details and would call shortly. However, the call still did not arrive within the hour. I have found this surgery to be disappointing across various aspects of their service, and I have concerns about how they will manage with increased demand in the future.

Felt judged and unheard during medication review

I was disappointed with my recent medication review appointment. The clinician's approach lacked empathy and professionalism, with poor interpersonal skills and a condescending manner that left me feeling judged. This experience has been quite upsetting and has prompted me to consider finding a different GP practice. I have never felt so disrespected during a healthcare appointment before.

Appointment cancelled with confusing instructions and poor communication

I arranged an appointment the previous evening for the following morning. Early that morning, I received a text notification cancelling the appointment and instructing me to call the practice to discuss alternatives. When I called, I was informed that the staff member scheduled to conduct the blood test was unwell, which I understood was unavoidable. I was directed to follow a link in a text message to attend an alternative location for the test. However, when I checked the app, there was no availability shown at that location, though there was availability listed at another medical practice. After entering the alternative location into a navigation app, I was directed to a hospital instead. Upon showing my confirmation to hospital staff, I was eventually told to go to a specific floor, where I was then informed I was actually at a different centre in town. This was frustrating as I had been given unclear directions and my confirmation did not specify which centre I should attend. When I finally arrived at the correct location, I was told I needed to obtain a form from my practice before the blood test could be conducted. The staff member at the centre mentioned they frequently encounter this issue with my practice and that it is an ongoing problem with how patients are informed about the requirement to collect documentation in person before attending for tests. I called the practice to explain the situation and requested that an investigation be conducted into the calls, as they are recorded, so that the complaints department could understand the difficulties I experienced. Throughout the year I have had various issues with the practice but did not feel they warranted a complaint until this incident. I was asked to collect the form in person and return to the centre. When I asked if the form could be emailed to me instead, I was told a physical copy was necessary. This resulted in lost earnings and considerable inconvenience due to unclear communication and inadequate service. I would not recommend this practice. The service provided was disorganised and poorly managed, and reviewing other feedback suggests this is not an isolated occurrence.

Helpful staff made me feel welcome

The dental practice and team are wonderful, consistently demonstrating helpfulness and kindness.

Reception staff lovely, but surgery's disorganised

I have found this surgery to be poorly organised, and I have had concerns about the level of training among the clinical staff. The reception team members are consistently pleasant and helpful, which is the one positive aspect of my experience here.

Supplies ordering system needs improvement

Why aren't regular medical supplies being ordered in a timely manner? Why do I need to arrange them directly with the supplier each month? Why do my supplies frequently arrive late or go missing?

Quick response and friendly reception staff

I was extremely pleased with how quickly and professionally the service was delivered. From the moment I registered with the practice and made my initial request, I received a response within a very short timeframe and was able to have a telephone consultation the same morning. The reception staff member I spoke with was warm and accommodating throughout the process. Overall, I was very satisfied with the standard of care provided and would like to express my appreciation.

Phone line kept saying surgery was closed

Attempted to contact the surgery multiple times this morning but kept receiving a message stating it was closed despite it being during opening hours. Found the reception service to be unsatisfactory.

Staff were helpful and welcoming

Excellent facility with a very capable and professional team.

Reception staff caused prescription chaos and confusion

Disappointing experience with the reception team, who I found unhelpful. The practice feels outdated in its systems and processes. There is a particular staff member with a distinctive manner who has been there for a considerable time. I had been a patient for approximately 13 years until last November, when I needed to temporarily relocate to stay with family some distance away. I have a repeat prescription and left a message on the automated repeat prescription system in late December. I attended a pharmacy in my temporary area to register for my medication, which should have been transferred automatically from my usual practice pharmacy. On my first attempt, my medication was still held at the original location, which seemed reasonable given potential communication delays. On the second occasion, the pharmacy indicated they were nominated to receive prescriptions, so I should have received it there, but no prescription had been issued. I contacted the practice to clarify the situation. The receptionist initially stated they did not nominate other pharmacies, despite the pharmacy name appearing on my physical prescription. She then mentioned receiving my message from late December, though the pharmacy had no record of anything beyond several months prior. She subsequently insisted a form was required from the pharmacy before they could release the prescription. The pharmacy staff had no understanding of what form was being referenced. At this point, I had been without my medication for three weeks and had paid for two months via direct debit. I have since registered with a practice in my current area. They sent me a text this morning confirming my prescription was ready, and I collected it within four hours. My previous practice typically requires five days, despite the pharmacy being located within the same building. I feel the reception staff handling could have been significantly better.

Phone lines slow, prescriptions delayed unnecessarily

The practice takes considerable time to respond to telephone calls and handle reception queries. There appears to be unnecessary delay in processing prescription requests, when these could be forwarded to the pharmacy more promptly.

Receptionist went above and beyond with help

Even though I made an error with my contact details, the reception staff member was exceptionally friendly and supportive. It's worth acknowledging that these team members often face considerable criticism over matters beyond their responsibility. They went the extra mile by arranging an immediate appointment for me in relation to my referral.

Phone lines unreliable and appointments take far too long

I found the telephone booking service to be problematic, as I was unable to reach anyone during certain times of the day, particularly between 1 and 2 pm and during evening hours. The line would ring repeatedly without response, which suggests the service availability information may need to be more accurate, or alternative arrangements such as an answering service could be considered. Additionally, I experienced a significant wait of over five weeks to secure an appointment with a clinician, which felt excessive. While waiting in the reception area, I observed that the phone line appeared to have a queue system, as I was informed I was number 6 when I called. After approximately 11 minutes, my position had moved to number 1, yet the receptionist on duty did not answer the incoming call during this time, despite being present at the desk. Instead, they appeared to be focused on their computer screen, provided assistance to one person at the counter, and engaged in conversation with a colleague. This experience left me feeling that the telephone system and reception management could be significantly improved.