Yeading Court Surgery

Reception staff attitude caused unnecessary stress

I am writing to express my significant disappointment with the customer service experience I received at the reception desk. The handling of my mother's urgent medication matter was concerning and fell short of professional standards. When I sought assistance, the receptionist's demeanor came across as unhelpful and dismissive, which created an uncomfortable situation for both my mother and myself. When I respectfully raised concerns about this interaction, the response was defensive rather than constructive. Fortunately, a member of the clinical team was able to step in and resolve the issue, which made the difference in the quality of care received. There was a noticeable contrast between the approach taken at reception and the professionalism demonstrated by the medical staff. In a healthcare setting, it is essential that all staff members, particularly those working at reception, treat patients with empathy and respect. Reception staff are typically the first point of contact, and their conduct significantly impacts the patient experience. The interaction I experienced added unnecessary stress and raised concerns about the consistency of service standards across the practice. I would appreciate it if management would review this matter and consider what steps might be taken to ensure that all patients receive consistently respectful and professional treatment in future visits.

Receptionists block access to urgent care appointments

Extremely disappointing experience. I would strongly advise against registering with this practice. There have been significant issues with medication management and dosing accuracy. Appointment availability is severely limited, with access only possible through early morning calls on specific days, and urgent cases do not appear to receive priority. The reception staff come across as gatekeepers rather than welcoming, with little regard for patient needs. This practice falls well short of NHS standards. Requests for medical records have gone unfulfilled, medication reviews have not been completed, and telephone consultations are rushed, making it impossible to have a proper conversation. The practice requires substantial changes in management and operations, as the current approach does not reflect the importance of patient care. There is a clear sense that individual patient needs are not being treated with appropriate priority or respect.

Difficult to reach and long wait for appointments

The customer service experience was disappointing, with limited availability for phone calls during restricted hours and lengthy waiting periods to secure an appointment. When appointments are eventually obtained, they are frequently conducted remotely rather than in person.

Reception ended call without explanation

The receptionist ended the call abruptly. I was told that a clinician would contact me. If that didn't happen, I was instructed to ring back after 6 pm. Wow I mean, what kind of care standards are we seeing at GP practices these days! Who wants to be unwell and have to contact their GP. Nobody does When I called, I didn't receive any clear information. Not appreciated!

Reception staff need better training urgently

The reception team could benefit from additional training, as there are often difficulties when calling to book appointments or make enquiries, with staff seeming uncertain about procedures. However, the clinical staff provide excellent care and there are no concerns in that regard.

Quick responses when you need them

I have only positive feedback about this practice. The clinical staff are excellent. The administrative team are helpful. I consistently receive good service and prompt responses when urgent matters arise. I would recommend this surgery.

Receptionists were rude and dismissive to patient

The clinical staff member was pleasant, however I had a negative experience with the reception team. I was upset to hear that a family member felt they were spoken to disrespectfully during a recent visit. This was disappointing given their age and circumstances. I felt the interaction fell short of the standard of care and professionalism I would expect.

Couldn't get through on the phone

Quite let down by the experience.

Reception staff were dismissive and unhelpful

Disappointing experience and unprofessional conduct throughout. Would not suggest to others.

Reception staff unhelpful during long wait

We experienced a very disappointing visit. We waited considerably longer than expected for our appointment, and when we enquired about the delay, the reception staff responded in an unhelpful manner. They were unwilling to provide any information regarding the situation or offer an estimate of how much longer we might need to wait. We felt frustrated by the lack of communication and support during this time. Overall, this was not the standard of service we had hoped for.

Felt genuinely listened to and taken seriously

This surgery has one of the best clinicians anyone can ask for. Special thanks to the medical professional here who has always been so caring, always listens carefully and pays attention to all our issues and concerns and takes them seriously and wants to help in the best possible way they can. They are always reassuring and will try to get you the best treatment quickly. I would be concerned if they were to ever leave this surgery as I know it would be difficult to find another clinician like them. I'm so glad they work here which is conveniently located, I would never want to change GP practice even if I moved further away just because of their kind services. Highly highly recommend!

Long-term patient feels listened to and supported

I have been a patient at this surgery for many years. The clinician I see has consistently been very supportive and ensures that appropriate care is provided. They are responsive and considerate in their approach. I would strongly recommend this practice.

Hard to get appointments at this surgery

I would rate this surgery extremely poorly if I could. The practice feels inadequate with unhelpful clinical staff. Since the pandemic, obtaining an appointment has become increasingly difficult. If you are informed that a clinician will contact you, I would advise not to rely on receiving that call, as it is unlikely to happen. Unfortunately, this has been my experience.

Reception ignored request and wasted my time

I had a frustrating experience when I contacted the practice on two separate occasions during the day to arrange an appointment for my partner. I explained that he is unavailable during weekday working hours and requested that the clinical team call me instead to discuss his concerns. Despite this request, the practice called my partner directly, and I ended up spending my day off waiting for a call that never came, even though I had my own scheduled appointment. As someone who contributes through taxation, I feel this level of service is unacceptable. If the practice cannot manage patient requests effectively, it would be more appropriate to direct patients elsewhere rather than provide inadequate care. I am disappointed that public funding appears to be supporting staff who seem unable to handle basic administrative tasks with professionalism or consideration. I believe the practice's management should review how it operates, as the overall service quality falls short of what should be expected.

Staff were dismissive and unhelpful throughout

The service provided was disappointing, with interactions that felt discourteous and lacking in professionalism. There were consistent delays throughout the appointment process.

Reception staff unhelpful with appointment booking

I submitted my examination report for my driving licence three days ago and have not yet received an appointment date. The reception staff were unhelpful in assisting me with this matter.

Long wait but appointment came through

There was a considerable delay in obtaining an appointment.

Refused to listen during appointment

The clinician at this practice was unhelpful and refused to provide necessary prescriptions for my children. I found the interaction disrespectful and am considering changing practices and raising a formal complaint.

Reception staff were dismissive of my concerns

The medical staff came across as dismissive and appeared insensitive to my concerns. I hope the NHS will address these issues.

Friendly reception made the visit pleasant

Outstanding