Woodbridge Practice

Booking system works better than most practices

We recently relocated from another area but continue to use this practice. We find the current rating quite surprising; in our experience, they deserve a much higher rating. Whenever we have contacted them, we have consistently been able to get appointments, typically within a few hours at most. The service we have received is excellent. Other practices could benefit from adopting a similar approach to their appointment scheduling system.

Reception staff were dismissive and unhelpful

Would not recommend this practice to anyone, as the experience fell well short of expectations. The staff conduct was unprofessional and unhelpful throughout. It is disappointing that the practice has a policy regarding patient behaviour while not appearing to uphold the same standards themselves. Since switching to another local practice, the level of care and professionalism has been noticeably better.

New booking system made appointments straightforward

I have been consistently impressed by the efficient service provided by this practice for both myself and my family members. The clinical staff have demonstrated professionalism, respect, and compassionate care throughout my interactions with them. I am very satisfied with the practice, particularly following their recent system upgrades and introduction of improved appointment booking arrangements, which have functioned very well. I have experienced no issues during my time as a patient and would recommend them highly.

Felt genuinely listened to about my concerns

I attended an appointment at the local practice where I was seen by a clinician who demonstrated genuine attentiveness and compassion. They took time to listen carefully as I described the persistent discomfort I had been experiencing. Following our discussion, I was promptly referred for imaging, and I received my results within a couple of days. The clinician subsequently contacted me to discuss the findings and arranged an onward referral to a specialist for further assessment. I felt that their clinical knowledge and thorough approach made a real difference in identifying what was happening and ensuring I received appropriate care. I am very grateful for the level of attention and support provided throughout this process.

Repeat prescriptions repeatedly cancelled without review

This practice provides a poor service that I find deeply unsatisfactory. I would encourage others to consider alternative options. Each time I request my repeat medications, they do not appear to be properly assessed and subsequently get cancelled when I require them. I feel this approach to managing prescriptions is inadequate, and if matters do not improve, I intend to escalate my concerns further.

Helpful phone advice from a sympathetic receptionist

I called the practice earlier today seeking guidance and information. The staff member who assisted me was exceptionally kind and empathetic, demonstrating genuine understanding throughout our conversation and provided me with the information I needed. I am very grateful for their help.

Quick callbacks with lengthy voicemail messages

Excellent follow-up care and prompt response times. The only minor point is that the introductory message when returning calls could be slightly shorter, though this is a very minor issue overall.

Records went missing, staff didn't help

The medical records from the previous practice were transferred to this surgery, but they cannot be located. My sister requires urgent medical attention and is unable to receive an appointment until the file is found. Staff indicated the documents had been sent over, however there appears to be a lack of concern about the situation. When calling to follow up, the team seemed dismissive and eager to end the conversation rather than assist with resolving the matter.

Impossible to book follow-up appointments when working

Disappointing experience overall. The appointment booking system presents significant challenges, particularly when attempting to arrange follow-up visits that have been recommended. The available options of calling at a specific early morning time or visiting in person are not practical for those with full-time employment commitments. On one occasion, I had to arrange for a family member to attend on my behalf and wait for an appointment, during which they were asked to remain outside, which seemed contradictory given that confidential medical information appeared to be discussed openly within the waiting area where other patients could hear. As someone managing multiple ongoing health concerns, this practice has provided limited support and has instead added to my stress and sense of frustration with the healthcare experience.

Friendly reception helped through health struggles

Joined the practice after relocating approximately a year ago. The reception team has consistently been welcoming and efficient whenever I've needed to contact them, demonstrating patience and helpfulness regardless of the nature of my enquiry. I've had several interactions due to ongoing health concerns. The clinical staff have been excellent and demonstrate genuine care in their approach.

Dismissed concerns due to age and employment status

I am writing this on behalf of my mother. If it were possible to give a rating lower than one star, I would do so. During the consultation, the healthcare provider seemed to prioritise questions about employment circumstances over addressing the health concerns that prompted the appointment. The presenting issues were not taken seriously, which felt dismissive and left me feeling that age may have been a factor in this approach. I found this manner of interaction to be unprofessional. The appointment did not result in any progress or resolution, which reinforces my mother's reluctance to seek medical care in the future.

Receptionists who really go the extra mile

The reception team has consistently demonstrated helpfulness and has repeatedly shown willingness to go above and beyond in their support. Their assistance is greatly appreciated.

Reception staff were dismissive and unhelpful

The reception team and clinical staff at this practice were unhelpful and dismissive during my visits. I experienced repeated issues with administrative matters including prescriptions and appointment scheduling. I felt the clinical staff were condescending towards me and my concerns were not treated with appropriate respect. Overall, my experience fell well short of what I would expect from a healthcare provider.

Rushed appointment after lengthy phone wait

When a clinician indicates they don't have availability and cannot see you, stating they lack time to review historical records, this can be frustrating, particularly after spending considerable time on the phone attempting to arrange an appointment.

Reception staff were dismissive and unhelpful

I had a negative interaction with a member of the reception team who I found to be unhelpful and dismissive. When I asked for their name, they declined to provide it and ended the call. I was disappointed by this experience and feel the practice would benefit from improvements in customer service standards. I intend to raise my concerns formally with the appropriate channels.

Reception staff went the extra mile today

Thank you to the reception team for all your help today regarding my son. I appreciate you resolving this matter and following up with me with a solution. I am grateful for the effort and time taken to assist. Excellent service.

Called back but felt unheard and dismissed

I recently had a telephone consultation with a clinician who I felt was dismissive and lacked compassion. The interaction left me feeling upset, as the tone of the conversation seemed confrontational. I intend to escalate my concerns through the practice's formal complaints procedure and relevant regulatory bodies. I was very disappointed with how I was treated.

Reception staff found cancellations quickly when needed

Excellent service, never any issues getting my prescription every three months even during the initial lockdown period. Regular phone calls from the clinical team to check everything is progressing well. Waited a short time today to reach reception and spoke with a team member who was unable to immediately arrange an appointment and suggested calling back at the earliest morning slot. The team member was aware of my prescription situation but understood this was something I needed to manage. Within minutes of ending the call, they rang back with a cancellation slot available. Very much appreciated the quick resolution. I have been a patient for many years and have consistently had a positive experience.

Long waits and rushed appointments left unresolved

The service provided fell well short of expectations. My partner experienced a lengthy wait of several months to see a clinician, and following a referral for imaging, there has been no contact for approximately six months. During a recent visit, it was suggested that not all concerns could be addressed in the time available and that a separate appointment would be necessary. This approach to care management was disappointing and raises concerns about the quality of service delivery.

Receptionist kindness can't fix the appointment system

The reception team are friendly and make a genuine effort. However, the overall service provided by this practice is among the poorest I have experienced. Obtaining an appointment with a clinician can take considerably longer than a week, and the process requires an initial telephone consultation before an in-person visit is arranged. This effectively means attending two separate appointments rather than the single appointment originally sought. This feels inefficient and the appointment system appears to require significant review. It would be more straightforward to attend an urgent care centre at the hospital instead, though this would place additional pressure on NHS resources, as at least same-day access would be available.