Phoned up to book a appointment receptionist very helpful.Advised Dr would ring me back at 10:20 although a little late which is understandable in the current climate.The Dr I spoke to was very clear understanding and advised me to attend the practice for examination.On arrival receptionist was plesant and helpful.Dr was reasuring and clear in her explination.All in all couldnt have been treated better.
Excellent efficient staffWell organised at dealing with a minor health whilst away on holiday ordering a prescription and dealing with my concern quickly and efficiently
I have always had an extremely good experience with my surgery. The GP’s, Practice Manager, Nurses & Receptionists are all helpful & professional.
Ive been told to wait in car and they will call me in an hour, they called after 3, didnt even see my daughter, but send atibiotic prescription straight to pharmacy, and that was for a FOUR YEAR OLD child. You better off googling your symptoms. Staff is lazy, incompetent and "care" is non existant there.
Tried for over 2 hours to call the practice. When it was not engaged I was on hold for at least 30 minutes and had to hang up. I work and was not able to hang on any longer. I started with hope as I was told no 2 but why was I still on hold after 30 minutes. This is not the first time this has happened. The telephone system was clicking and I could hear speaking in the back ground. No point texting someone to call to make an appointment if you do not plan to take their calls. As you are closed to the public without an appointment how else do you expect us to do this. It not like we can go to another practice they are all reviewing as poor or extremely poor. What is the NHS going to do about the poor quality of practices in Newton le Willows?  When are doctors going to remember we are human beings who deserve to be treated with respect and not a plague upon this earth to be ignored and treated with disdain.
I have been with this surgery for more than 10 years and I always been looked after. The doctors try their best for referrals but is not up to them to be accepted . Reception staff are helpful too .
My dad is in his 80's and has been a patient here for a long time. Over the past few weeks dad has had some health issues and the surgery both the people on the phone and the two doctors have been so helpful. They have gone above and beyond to help dad, and I really can't thank them enough. I know that they are incredibly busy at the moment, but that hasn't affected their level of service.
Friendly, professional and efficient. I really couldn't ask for more. Friendly, professional and efficient. I really couldn't ask for more.
Easy to address my problem with helpful recommendations. Well isolated waiting room which allows comfort and isolated from other patients.
My mental health hasn’t been great for awhile but despite contacting the surgery and being open with them mental health support has been nonexistent. I have submitted econsults to seek advice regarding both my mental health and another long term condition, they don’t respond to econsults; I literally might as well not be registered at a GP. I wish I had read the reviews on here/google before moving to surgery.
This surgery has always been good with appointments. but right now I find myself without being able to book an appointment as there aren't any current ones. I have had flu and COVID and I have a problem with my left ear and I should have been able to access a doctor but no appointments I have been too poorly to even battle with phone calls so booking online as I used to would have been an easier option for me. Already trying to change surgeries.
From the initial phone call consultation to visiting the practice I found the service first class. I was provided with a full and reassuring description of the procedure. All my questions answered and put at ease. A profession service.
The doctors and nurses here have always be great, its just getting to see them thats the problem. The reception here are so rude, I've rarely had a good experience with them in the 7 years I've been at this practice. Having mental health problems I have found myself avoiding making appointments because of how hard it is to speak to the reception staff here.
Creffield Medical Centre have provided us with a very good service. The GPs we have seen recently have listened carefully to our concerns and taken appropriate action. I have never felt rushed or felt my views have been overlooked. The nursing teams including phlebotomy have been helpful and reassuring. The reception staff, who do not have an easy job, are help and supportive. It can be frustrating to get through on the phone especially in the morning but the queue system which has been in place for some time is a great improvement and with patience has allowed us to get through to the surgery in a reasonable time. On such occasions we have been able to see a doctor or at least talk to a doctor on the phone on the day. On the whole, given the difficult circumstances the NHS finds itself in at the present time we feel the Practice provides a good service.
I have to admit to getting frustrated with their service at the moment.  When everything else is reopening they seem to be doubling down on the telephone appointments and are reluctant to do face to face examinations. I have serious and ongoing issues but never get to see a GP in person despite requesting this and feeling it is needed to properly assess my symptoms. Easier to skip them and go to urgent care because that is where you will end up.
I've been a patient at this practice for the past 9 years, therefore, I believe I know Barkantine Practice and its performance from patient perspective quite well.To me, they're doing all their best despite all the protracted ills of the NHS and I haven't been disappointed with them to date.I've consulted or spoken with almost all their staff and find them caring and friendly and have not experienced the rudeness that some reviewers have reported or anything close to this.
- can never get through, on the phone when you do, no appointments left.- receptionist are rude, my husband was asked in front of a queue of people why he needed to see the doctor, it was fora personal reason.- not helpful I tried for three weeks a to get an appointment, after my husband found a lump in an area of concern. When I completed the online consultation it said contact your surgery for an urgent appointment. I did and despite saying I am really concerned my husband has cancer and we have been trying for weeks. They would not give him an appointment. She advised he call in at 8am the next day. I explained he couldn’t do that as he was working at that time but they would not budge.I explained he has people relying on him that he can’t let down . Also at 8am you don’t get an appointment you wait to be called anytime by doctor who decides if you need an appointment.My husband did manage to take some time off, and queued up outside, and has been referred for further investigation but the service here is not good enough at all.I have never know anything like it.
Great difficulty obtaining an appointment. Most recent example - waited 1 week to get a call appointment, which I was advised would be at any point during the afternoon - an approx 6 1/2 hour window.  Unfortunately I had to take a 4 min call during this window that just happened to be when the call was made and no further attempt made after that. I start work at 7.30am, incredibly difficult to start calling at 8am and repeatedly re-dial until I get through to speak to someone so by the time work commitments free up to call around lunchtime all appointments have gone for the day ... and so the loop begins again. This booking system just does not support full time workers. Really disappointing service.
Raised concerns regarding how we was dealt with. Senior GP called back and was happy with response and did not indicate i no longer wanted to be with GP. Letter sent to me to explain i will be removed from systems. Honestly don't know why i got this treatment.
Feeling rather ill I had cause to call the surgery and spoke to the Receptionist and requested a Dr call me back.  I passed details on with no problem and a Dr called me back immediately.  Following the call, it was decided that I needed to be seen.  Being too unwell to get down to the surgery a home visit was booked for later the same day.  The Dr arrived on time with a lovely pleasant greeting.  A full and thorough examination was carried out; during this time the Dr included my husband in every aspect, which gave both of us peace of mind.  Thank you Dr - you did a lot for me.  So please people take my word for it, it does happen!  My thanks also to the Nurses.  Not knowing all the Doctors in the practice; I have chosen not to name the Dr concerned.  However, may I say '5 Star Gold Plus'.  Thank you
Receptionist phoned me back when she said she would this week .Also doctor phoned me with advise that I needed ECG and various other meds also took time to listen.
I just wanted to pop on here to say thank you. Today I rang the surgery about my 19 month old who has been unwell for several days.  The call was handled efficiently by reception and I was called back within 20 minutes by the on call doctor  - we had been seen and collected treatment within an hour of the doctors call to me. The doctor (who I can't name here due to rules) was understanding, compassionate and efficient at a time when I know that the surgery and their staff are all under immense pressure and busier than ever dealing with the ongoing outfall of this pandemic.  I have also had positive recent experiences for myself and have found the telephone triage system to work really well having received efficient care with good communication at every step.My baby's early vaccinations which were due in the midst of the pandemic in 2020 were also dealt with brilliantly by nursing staff who were professional and reassuring at a time when I know some patients weren't keen to be accessing services.  I felt reassured that these vital services (childhood vaccinations) were being prioritised proactively (reminder letters etc prior to vaccines being due even when the first lockdown hit). My experience has been that the surgery have adapted, prioritised and communicated well throughout this difficult 18 months and managed to remain compassionate at the same time.  I couldn't let this go unrecognised. Thank you for all your hard work Twyford surgery.
The practice phoned me first thing  today saying that I needed to speak to a doctor about the results of an ultrasound I had had less than 24 hours previously. The assumption is therefore that there is something wrong. It is at least a three week wait to speak to the GP who referred me for the ultrasound. Surely continuity of care matters.The only other option is to ring every morning at 8 am and gamble on speaking to any doctor that day. Not helpful. It is  now Bank Holiday weekend so therefore at least 5 days of worry before I can attempt to ring again. Further to that the practice has had a letter from a consultant probably for at least 10 days asking I be given a prescription by the practice. I know as I had a copy of the letter. I rang about it. So far no action. The practice has rigidly set rules about access to care and is putting its receptionists in the extremly difficult position of having to make judgements which are essentially medical ones. I accept the Covid has put all medical and support satff under excessive strain. However the bottom line is the pratcice rang me with some urgency and the assumption as I said is there is a problem.
Just wanted to say a huge well done to all Collingwood staff! I've had a couple of recent contacts for different reasons and couldn't be happier with the service, from reception staff to all the Gps. This has been such a tough year for all of us, and people are stressed and so tired. I used to be a nurse and midwife, and my husband is a specialist nurse in CAMHS. It is clear that Collingwood is working beyond capacity, but you'd never know this from the treatment and help being provided. Whilst I was in the Hawkey's Lane surgery this afternoon I overheard one of the receptionists dealing with a difficult call with patience, respect and assertiveness. I suspect that you receive far more complaints than compliments, and I just wanted to say that you're doing an amazing job. Please feed this review back to all the staff and say well done to them all. The Gps I've seen have listened and involved me in all treatment decisions, and I am confident that your patients have access to the best of primary care, even though some of them might not realise this, or take you for granted.  Thanks again and keep going!!Nicola Denyer
I would like to ask all members about their experance with the zero level of service given by the centre, let me give you mine. We are all aware that phone lines open at 8:00am, well they don't, I select the correct option to get appointment the line goes dead. I retried at 8:15am and eventualy got through, being number 20 in the que I thought I would wait. Well, as i got to number 1 the line cut off. I recalled and was back in que at number 7. Once I got through I was advised there are no appointments to see a doctor. After a rant I was offered a phone doctors appointment. If it was a private centre I'm sure they would be taking our calls. The national health service is great, but its being taken for granted that they don't need to get performance related pay. Who regulates/evaluates them? Please post both possitive and negative experiances during lockdown, Hopefully this will drive the GP to value their patiants. Please,Please everyone lets stand together to united to push for change .write to your MP .write to the Medical council . To do nothing will only get worse
Trying to get appointments- wait weeks if not months Competence of staff- poor and uncaringResolving medical problems might as well go and die somewhere as no one is bothered or wants to create plans to help prevent recurrent problems. Treating current infections you have become that unwell and end up In hospital before anyone takes any notice! Bad attitude of nurse practitioners and GP’sThe worst GP practice i have ever been a patient at
I attended an appointment with a GP and a nurse for a procedure which I was feeling nervous about. Both the GP and nurse were extremely friendly and reassuring. I hadn't said I was feeling apprehensive but maybe they sensed it! They were both professional and informative and my procedure was dealth with efficently and carefully. They were both so lovely and caring, I was extremely happy with my appointment and its outcome. I have always had excellent service from the GPs and nurses at the surgery.
It's very, very difficult to reach this practice - they have just one phone line. You'll waste a lot of time ringing them back.Twice in a row they've failed to order my repeat prescription within a week of requesting it. I had to chase it up both times.
Spoke to lovely receptionist who was so helpful with everything I needed to assist with my husbands claim form. She is always lovely and bubbly and nothing is too much.
I have given up wasting my time trying to get treatment at this practice. The last time I tried to see a Doctor I had to explain why to  receptionist I then waited a week to get a phone call from  health care assistant following that a further two weeks to phone a Nurse who then referred me to  Dr again by phone 2 weeks later. After the call I was finally granted a face to face visit 2 weeks later at which I was referred to a Consultant. A month later I got a letter saying they were reviewing my referral and to await further contact. Finally 6 months later I was given an appointment in 2 weeks time! My most recent visit for blood samples revealed an empty surgery with a very unwelcoming atmosphere where I felt like an intruder. Sellotape culture prevails with far too many "notices" stuck up all over the place. The practice has a lot to do to restore any confidence on my part. The rest of the UK has moved on from lockdown crisis mode yet our GPs remain invisible and out of contact range
Having recently moved to this practice u have been really pleased with the services given so far. From transferring my records and sorting issues with medication quickly to friendly and helpful reception staff and practice staff. The ability to have bloods done at the practice is great.
Since joining this practice i have not had one bad visit.Always polite and well informed. Receptionist are always helpful.
I am really, really lucky that so far in life I have not had to call on the practice for medical attention very often. But I have had this viral cold that’s doing the rounds, for over a week and cannot seem to shake it off. It has really zapped me. I hate being a nuisance but my wife, having had enough of my coughing and moping around, insisted that I go see the doctor. So, this morning I telephoned in with the hope of getting an appointment (of any kind – telephone, online or face to face) sometime this week, before Christmas. I was offered a face to face with the Doctor within the next hour of my call. I saw the doctor, who was so companionate and understanding and who prescribed some meds. On a whim, just as I left, I called in to the local Pharmacy to ask an approximate day they might be ready. They had already received the prescription, asked me to wait (for about 3 minutes) and issued my meds to me. I went home and took the first of a course of antibiotics. Words fail me – I cannot think of the right/enough good words of praise to use. It is unbelievable that after phoning in this morning, within less than 1 ½ hours I had been given an appointment, seen the doctor, been to the pharmacy and was already beginning my course of treatment. Thank you all so much. Also, I know that things don’t always go to plan, but personally, I simply cannot find fault with my medical practice, or in association, the local pharmacy. How could it be any better than this? I
I saw the doctor and was really helpful and understanding. I was referred  in the right direction with my problem. So I came away with a contented mind.
I submitted a request on AskmyGp at 7.30 am, was contacted with an appointment to see the GP at 8.30 am.  I had ab ECG and I was started on treatment and collected my prescription by 9.30 am.  I was given a review appointment for the following morning and also referred to the hospital.  I cannot praise the practice highly enough.  GP’s, nurses and staff are excellent.  Many thanks for such a fantastic service.
My daughters appointment was 15.30, at 16.30 I went to reception to enquire about the appointment. I was told there had been an emergency with the last patient. I understand these things happen, but I would have been more understanding if someone had cone to us and explained, rather that leaving us there for an hour.
Informed I was leaving on a month long trip in a couple of days I immediately contacted the surgery... but nothing happened.  Contacted them again from the pharmacy still nothing done.  In the space or two days with an urgent flag and reminders from me and the pharmacy nothing happened.  So I leave tomorrow with enough medication for a week.  I will be away for 4.  4 meds., none of which I should abruptly stop taking or miss for so much time.  I will be writing to the specialist at the hospital about this.  As he prescribes the drugs I’m sure he would like to know which surgeries are unreliable.  This is not the first time.
With on going treatment I contact and visit the surgery every month. All of the staff are extremely friendly and helpful even though they are very busy. In my previous job, it was necessary to contact other local surgeries, but what a nightmare to get through. Yes a little waiting, but never a problem contacting QMC.
This is an excellent surgery where the staff go above and beyond. The previous negative reviews are unjustified for how amazing this P surgery is. I would highly recommend this warm and friendly GPS, the receptionist and practice manager were highly professional and welcoming to me. I would recommend anyone to register here. Well done we need more like you! Keep up the good work you are amazing.
I recently had a situation where i had severe pains in the chest (21/07/2022) and was quite concerned that i had a heart problem. Bearing in mind that i was going abroad on holiday the next week i phoned the doctors for help. As usual the telephone receptionist was very helpful and got me an appointment with a nurse for an ECG followed by an appointment with a GP. The nurse was so supportive and caring, really lovely attitude. This was then followed by my GP appointment and she was the the same and put my mind at rest that nothing was wrong with my heart and explained what the problem was. Really great caring all round. Thank you all.
Reception staff are so much more help full and understanding. i am 81 with a varetiey of health issues there always very polite and give good advice when needed.the Doctors are very helpful. thank you all.
My husband and I have recently moved into the area and registered with this Practice.  Since registering, the care we have both received has been second to none.  I have found the receptionists and medical secretaries very helpful.  The care I have received from one of the nurses for my newly diagnosed chronic condition has been simply wonderful and I cannot speak highly enough of the care I have received from one of the GP's.
I have never had a bad experience at this surgery. Most recently I was given a thorough telephone consultation before being invited for an in person appointment. The GP was thorough, polite and very professional. In this difficult times, she couldn’t have done more really. I was given options regarding meds and treatment. Great service, thank you.
Excellent flu clinic - separate phone line for booking and I was in the surgery for no more than 8 minutes to get my jab during the clinic. Super.
Throughout the pandemic clinicians and support staff have done all they can to ensure access to speedy and relevant help, advice and treatment. I have had telephone consultations where appropriate and face-to-face consultations where needed and without delay. Referrals to specialist care and for investigations have been made and followed up just as soon as the results have been reported.An absolutely first-class practice. Thank you!
Telephoned for an appointment at 11am, and was given an appointment the same morning. Cannot express the high quality of service this practice provides to their patients. From the clinical staff to the reception and dispensary staff. Given the current Covid situation and financial restraints within general practice the service provided is superb. Thank you.
Hi I attended Fulwell Cross Medical Centre after an invitation to have the vaccine. I was surprised to be called do quickly but never doubted that I would have it. The Practice and staff in attendance were very organised, was given the vaccine at the allotted time. It was quick, painless and out the door. Would definitely recommend 👍🏾Best regards Yvette
I have been considering writing this review for a while, since this appointment I have not wanted to go back to the doctors. I found the doctor unsympathetic and in other words incorrect, I simply sat there explaining to him how I was feeling and I got absolutely nothing back, if anything I felt worse for going and taking the time to try and get some help. I was made to feel that I was incorrect. Since this appointment I have seen a therapist and she also said how incorrect the information he provided to myself was. I know doctors work hard and have to see many patients however this doctor lacked empathy and people skills.
I have been very satisfied with my experience at the Welling Medical Practice,Avery Hill Rd particularly in the past couple of years. Unfortunately It has been necessary for me to require medical attention on a number of occasions and it has been immediately forthcoming.I have had extremely good service throughout the practice,from receptionists,nurses,prescription clerk and the Doctors.I cannot praise them too highly.
had telephone consultation, not ideal think doctors should read notes before calling, also there are other illnesses other than covid why has every thing else been put on hold
First COVID vax. Very efficient- lots of helpful volunteers and full house of vaccinators. Very good. Well done to all
I was away from home and, again, experiencing symptoms of infection.  I was advised to speak with a GP.  I registered with Knowle House as a temporary patient (they were a previous GP for me).  The phone was answered relatively quickly and the receptionist helped me to register.  I was advised to use the online symptom reporting process which was easy to use and allowed me to provide information about my symptoms.  I received a telephone call that same afternoon.  After discussing what was going on in more detail I was offered a face-to-face appointment the following morning.  The practitioner was understanding and checked my obs and for infection.  I was offered advice and a choice of pharmacy to collect antibiotics from.  The prescription was sent within an hour and I received a text to advise me of this.  I was able to collect the antibiotics within an hour of the text.  Really impressed by this and so different from my experience at my registered GP (up country) where I have tried to receive help for the same symptoms of infection on several occasions and usually end up clogging up 111, or worse, when the infection has worsened due to the lack of response from that service and/or the way that GP and their nominated pharmacy manage patients reporting infections.
I would just like to comment on how fantastic this team are:Throughout this Pandemic they have continued to provide brilliant care towards us all and remained resolute throughout.I would also like to comment on the politeness of the newest receptionist...lovely girl and a credit to the practise.A big well done and thank you to you all
When calling I was on the phone for 32 minutes and then as I got to the top of the queue the phone was cut off. I called back and again was about 20 in the queue after 56!!! Minutes of waiting I was again cut off. I am so glad this practice has been put into special measures. Let’s hope things improve.
Understand people's frustration..Should stop blaming covid, makes my blood boil.Anyway my review.Yes it's difficult to get through on phone, so I use the website portal.You ask or send them all the information you want them to know. You get a email back saying reception received your request.9/10 reply sent within the hour so no hanging on the phone.9/10 you get the reply your asking for or even better an appointment to speak to the doctor.Lady looking after long term patients,  what a gem this lady is.Helping us sort the mother in law out regarding medical issues etc.
Unable to carry out online prescription requests, which you would think should be easy, unfortunately not the case for this surgery! I won't be submitting my repeat prescription online again! Had to call 111 as was in urgent need of my medication, the alternative offered to me by this surgery was to submit a written request and wait 48 hours! Given that it was Friday I probably wouldn't have got my medication until Tuesday the following week! To add insult to injury I was told I must have filled online request incorrectly!! Very rude!
It is impossible for elderly people suffering from dementia to get through the telephone system. I have tried on behalf of an elderly relative to talk to Reception/Nurses/Drs and it takes a minimum of 30 minutes. Old people find this very frustrating. On one occasion I was number 40! in the queue just after 0800. It seems to me that this surgery has too many patients than they can handle and people are not getting the care and attention they deserve. All the running is being done by patients trying to navigate the telephone system when it is healthcare professionals that need to be proactively following up on treatment outcomes.
been having to see the nurses daily for weeks and they have been such a godsend.doctors have been supportive and understanding and shown compassion.really made a positive impact in my life and helped me so much
There are a couple of female receptionists that are so incredibly abrupt and discourteous when you phone for advise, you feel like you are a second class citizen they way the speak to you. There was a lovely lady who worked on reception who was always so helpful and pleasant nothing was to much trouble but now has  sadly left the practice. You can never get an appointment to see a doctor and your told no appointments left and to call back tomorrow at 8am. If your lucky to get a phone call back within 3 days let alone an actual appointment its usually to give you self help advise. This surgery runs the same way now as when covid restrictions where in place, no appointments to actually see a living doctor. Its a great shame that the NHS good name is tarnished by  practices such as Chelsea Medical Centre. I will be moving soon so I will find a surgery that has a better attitude and care towards its patients.
Nothing works including the website. And trying to get an appointment is a farce. Nice new building but its useless.
Following an amalgamation of surgeries, this service is absolutely terrible.  You cannot get appointments, even for the simplest of things.  Before this, getting an appointment at your local doctors was easy and simple.  You can ring and be 60, yes 60 in the queue and then get to number 2 and get cut off.  That will be over an hour of  your life you wont get back.  And you have to start again.  Absolutely shocking.  When is the service going to be called into account?  No wonder people are overloading A and E.  Lets hope someone reads all of the shocking reviews and helps us poor patients in Solihull out!!!!
3 years ago Longfields were not taking any more patients upon their books. Rightly so; capacity had been reached.They were barely coping then.Now, with 100's of new houses they have been told to re-open their books and allow new residents to register.I talked to admin (they have a lot of admin staff); they said they were extremely busy but the NHS Trust insisted they take on new patients.More GP practices need to be built or this one expanded drastically. Thete are hardly any doctors on the books.The place is FAILING. It takes an hour to reach a receptionist. (Please employ more).There are no appointments available.A potential cancer scare and I was told to ring 111 (who cannot refer one to a consultant), so that was poor advice.A simple repeat annual prescription review has taken 2 MONTHS of waiting for the practice to give me an appointment - still waiting for an appointment.Doctors are not on site and they seem to be leaving the sinking ship.Medical waste is piled inside the entrance.If they are overwhelmed they should seek help.Trying to seek medical help from this 'establishment' is leading to depression.The practice is getting WORSE (and is has not been good since 10 years ago).Please create an action plan and implement it before fatalities unnecessarily occur  (if they have not already occurred).You are not offering a service that rates 1 out of 10.One would think we are living in a third world country.We are not in a third world country.Why is common sense and my tax and NI contributions not be used to produce a general practice that functions even slightly in a large and expanding town ?This establishment needs inspecting, an audit carried out and some managers that create a system that works.
This is the most professional, efficient, informative, helpful GP Surgery I have ever attended. I got an appointment quickly. The staff in the surgery were polite, friendly and kind. I got results within 48 hours and a follow-up appointment booked. I have never experienced such an expert service. Thank you.
On entering the waiting area for my appointment with the respiratory nurse I sat in a empty waiting room and the rude receptionist opened the glass shutter and told me I needed to put a face mask on I informed her I was exempt and infront of another patient standing at the desk she said you still have to put one on ! I was sat minding my own business and then she opened the shutter again and shouted what are you doing here anyway ? Have you even checked in ! I said yes I have an appointment with the respiratory nurse ! She said oh so your obviously early I said yes 8 minutes to be precise ! Absolutely disgusting customer service for someone who also suffers with anxiety ! I asked her if she had a problem with me because she was constantly being rude and making unecessary comments
Just had my first video consultation with one of the GPs. It was great. The doctor phoned me, sent me a text message, I clicked on it and then I was on a video call. It was so much easier than getting time off work and having to wait in the waiting room for half an hour. When the consultation was finished I could get on with the rest of my day straight away. It is so much easier and so much more efficient and productive. This is definitely a great move forward!
Each time I have called, for any reason, I have been treated with  care and courtesy. The Doctors s, Advanced Nurse Practitioner, and support staff are excellent( even very occasionally when things didn't go to plan the matter was resolved promptly) . Well done Haden Vale surgery.
After being a patient at Beacon for many years, there has been a marked decline in the reception you get.  First of all, you have to wait for an average of 45 minutes before anyone answers.  This varies, and I have known 40 or 50 calls to be waiting ahead of me.  Given an average of 3 minutes per call, that could mean over 2 HOURS waiting on the line, at off-peak times.  The receptionists are usually brusque, unhelpful, uncaring.  This has not always been true, there were some excellent receptionists pre-covid, but they've all left.For a practice that boasts highest quality healthcare (who says so??) this is not exactly in keeping.  It is a serious error.
Excellent local GP's surgery. The receptionists have always been  polite and although busy cheerful. Overall excellent Doctors and would recommend.
Frustrated by the fact that the online booking system for appointments is still suspended and there is no other option other than phoning at 08.00. One size doesn’t fit all. Lack of patient consideration and continuity of care.
Rude reception staff. Cannot book an appointment in person or per telephone. E-consult service not active after 18:30 in the evenings. Have book an e-consult for a doctor to give me a callback to provide my blood test results which is now a month overdue as blood test was done on 6th July, today is 3rd August and I have not heard back. I have Grave's disease and my intake of Carbimazole is dependent on the outcome of the blood test results.  In addition, Slade Green practice is aware that they should send the blood test results to the Endocrine department at St Thomas's and have had this in place for the past few years and it has been almost one month and I am unable to get a reception, Doctor or anyone at Slade Green to provide me with an update on my blood test results.
Booked an appointment which had to be cancelled due to staff sickness. Tried a couple of thine to book on line on 3rd attempt was offered appointment for 2 hours later. Receptionist very friendly and nurse friendly calming and full of care. Can't fat them.
I have today received my Covid 19 vaccine from a clinic run by Birches Head Medical Centre and I was really impressed with the whole process. I received a text on Monday with a link to book my vaccine online which was simple and easy to do. I attended the vaccine clinic today and all the necessary procedures were in place. The staff/volunteers were so attentive and very clear in their instructions. I’d 100% recommend this surgery and the doctors who work here.
My husband had a stroke twice this year and unable to walk,I asked for his booster and flu vaccine to be done at home and that was in August..now he's still waiting..it's not even a 5 minute job and they can't do it..their reason is you just have to wait you're on a waiting list and it's been 3 months ..i thought vulnerable people should have priorities,but not with this surgery
Have had some health issues lately needing blood tests..physio appointment..scans..face to face and telephone doc appointments and everyone I've dealt with at Claremont from receptionists to docs are friendly caring professionals..glad to be with this lovely practice..thank you.
Triggwr warning for personal examination.I visited the Pentagon surgery today for a smear test which I was dreading. No one likes them, but I was really nervous as I have always found them painful. The nurse was fantastic, friendly and immediately doing her best to put me at ease. She asked me to ball my fists and rest my bottom on my fists when I laid down to help with seeing my cervix and it made a huge difference to the comfort of the test! No one has ever asked me to do this before. She is a genius and I am left feeling amazed at the swiftness of the test and no pain!! Thank you!
I rang the surgery at 08:10 and by 10:45 I was seeing the doctor of my choice. The doctor was extremely helpful and has set up some ongoing treatment. Many thanks for  great service
The surgery has really gone down hill since most of the older Dr's have retired. You can barely get a face to face appointment and the gp's just can't be bothered in helping. I spoke to mine this morning and instead of thinking on ways to help me she wanted to end the telephone consultation to do her next one. Still no help so I'm probably going to have to go private as I can barely function day to day.
I have every confidence that my health issues will be given the full attention of the doctors and nurses in this practice. While criticism of medical practices is generally on the increase, I can honestly say that the care and support that I have received is improving. I feel that my problems are taken seriously and every effort is made to ensure the best possible outcome.
This was my first time at the surgery since joining and I’ve been treated professionally from reception to seeing the dr. I was seen on time and I wasn’t rushed and felt comfortable
I dropped in and was seen in 25 minutes. To be frank, my treatment was absolutely superb.  Efficient,  informative,  direct and results-focused, the service perfectly met my needs. I was given an injection and a course of treatment  on-the-spot. Very very happy with my treatment and it was a 100% positive experience!
All staff are brilliant. From receptìonists to nurses and nursing assistants to doctors. You are all wonderful and very much appreciated.
I just have to say how much I admired all the docs & nurses at the practice for years now. With out the great appointment system they had a few years ago i would not be here today. You currently cannot see your gp - only on a monday/tuesday (phone then possible face to face)Nurses have been taken on mon-fri. You ring up for an appointment at 8.00am. (if you get one) if not ring tomorrow 8.00am. I would like to know what happens to the rest of the day. Does the practice only take appointment calls 8.00am onwards until all appointments filled (20mins max) & that's it for the rest of the day, as you cannot get one otherwise.I'm don't like to say it be I'm so disappointed in the way the practice is allocating appointments.I think it maybe be time to go to another practice where this appointment system is no the way forward for them.
The physio I saw was clear concise and very easy to understand. She allowed me to explain my problem in my own words. She then explained the medical side in clear language and then formulated a plan to alleviate my problem. Biggest positive for me was her approach and easy manner. As well as knowing the medical side she was friendly, showed interest in my lifestyle and was very encouraging regarding getting back to fitness. Thank you.
When my daughter was badly scalded in an accident this summer, her wounds needed dressing regularly.  The team’s nursing skills, kindness and compassion helped my daughter deal with not only her physical wounds but also the emotional side of the accident.  We are so very grateful to all the Nursing team for helping my daughter on her road to recovery.
My family and I have recently moved across to this GP surgery having been at our previous surgery for 40 years and so far we have been very impressed. The reception staff are friendly and very helpful and my recent appointment with a GP was so efficient (10 minutes to remove and replace my implant was absolutely outstanding!). The move to this surgery has been one of the best decisions we have made. My parents have both had to access the surgery recently and both have received exceptional treatment. Overall we are extremely pleased.
I contacted the surgery this morning needing an appointment for my son ( which II was dreading due to knowing demand for appointments). Receptionist was really helpful and got a telephone appointment for later today. Dr rang,prescription sent to pharmacy and collected by 4.30. Just wanted to say thank you
We have been with this surgery for over 30 years. Have always found them professional, helpful and often willing to go the extra mile.Telephone & appointment access is certainly harder but this seems to be universal in UK during Covid and not the fault of the Practice. Thanks to all staff for keeping the show on the road !
I just want to say the pharmacist at the surgery is truly a beautiful soul..she listens to you regardless of the time on hand and also gives you a clear and precise advice. She also keeps her word and if she says she will return the call she will. I feel she needs the most respect for the brilliant service she provides and hope that she will always be able reach all her goals and aspirations in life. Thank you once again for the most valuable service you provide I have recommended others to see her as well and they too are well satisfied.
I received a missed call at 12.43 today (04/07/2022) no voice message left.... I finally manage to speak with a member of staff @ 17.58 and asked why I had received the call and why no message was left the call was to make an appointment for a smear ( usally done by text ) and they are not allowed to leave messages . So they are happy for patients to worry themselves sick as to why the Doctors are trying to contact them than leave  simple message ie, Don't worry only trying to make you an appointment for xxxx, or don't worry nothing serious I'll call back. I then asked to speak to the Practice Manager and was told (in my opinion ) quite abruptly no if  I want to speak with them then I'm to make a complaint.... really is this how things work now ?  I understand both sites are closed from12.3pm tomorrow for urgent training maybe you should look at your procedures as well. Its my birthday today thank you ruining it by leaving me to  worry all day
Supposed to of had a phone call appointment at 9.45 am on the 9th of June, this never happened. Following this at 11:30am I receive a request for how I thought my appointment went. I had to wait nearly a month for that appointment. I’ll probably have to wait another month now.
My husband was diagnosed by your out of hours service at the weekend during a telephone consultation but did not improve so during the week rang Penrhyn Surgery where he was advised to complete a form on the computer.  When he reached the end he was told he needed to talk to somebody about his complaint so he still needed an appointment. He tried to telephone but the list of callers was so long he gave up that day.  Although we are obviously on line we are both in our seventies and at no point was he told that being elderly he did not need to fill in this form.  Furthermore if he had been able to see the out of hours doctor in person at the Orient Practice,  which he was willing to do, his medical problem could have been treated much more suitably and would not have taken any more of the doctor's time than the telephone call.  And of course it might not have required a second appointment.Why could he not see this doctor face-to-face?  Is it still because of Covid?  We have been to see the Practice Nurses for our flu vaccinations and a Nurse Practioner  - they saw us in person?
I was in no doubt that it was made as difficult to make contact with the Surgery , phones just ring for 20 then go dead . Emails are not responded to .
I recently moved back in the area and re-registered with Wargrave GP. There is no other doctor's surgery I trust most. The staff are all impecible and make such a great team. They are kind, understanding, extremely patient, knowledgeable and easy to talk to and comforting.I've met most of the staff now and they look after a few members of my family, in particular, my very elderly grandmother who I am the main carer for. The reception, nurses, doctors all handle her with such kindness and understanding, (she can be grumpy sometimes!) and they are always happy for me to attend her appointments so I can support her and take in the information needed, the staff talk directly to my grandmother to keep her included even though she struggles to hear.The main reason I wanted to give feedback was because of the level of service I received for my own experience with a particularly low mood I was struggling with. I was able to speak to reception to book an appointment and spoke to the most wonderful doctor the same day. The aftercare I received was second to none. I had regular review calls with this same doctor (I wish I remembered her name!) and, even though we hadn't met face to face, I was still able to receive the best care possible. I have health anxiety too and she was encouraging, positive, informative which helped with my confidence. She was also so welcoming and left the "door open" for me to reach out whenever I felt like I needed it. Since I first phoned, I have improved immensely. It's a great feeling to know this surgery is here for me and genuinely want me to feel better. Thank you!
I dreaded completing an online form but did it! Texts from the surgery kept me informed. The clinician/GP phoned me and asked me to come in- reassured me and there may be follow up if necessary.  In the end I saw a GP within 2 days which is quicker than the old booking system.I still find waiting for a call a bit stressful but I am not going to complain about the new system.
Who do I have to know to get a repeat prescription for my gout medication. Is there a certain code I need to know or a special handshake I can practise.  Because it's SUCH a rigmarole, the stress of trying to order a repeat prescription only makes my gout worse! What's the sense in that??? I can only think they'd rather we ring 111 instead, then that saves them having to bother at all with us 🤷‍♂️
I am so impressed with CRS today.  We started phoning at 08h00 and by 08h13, we had spoken to a clinician and had arranged a prescription for our poorly child.  Knowing how busy the GP surgeries all are and how quick people are to complain, I just want to say, well done Clifton Road!  Great service and thank you for everything you do.
My GP practice is outstanding, they answer calls promptly and they have never not accommodated an emergency for my children or myself on the same day saving us taking up space at emergency care services . They always offer some form of help which I why I use the word outstanding especially with the current pressures on the NHS ( both staffing and winter pressure ). Reception staff are also always friendly and helpful.
It is impossible to get any appointment with a doctor in this practice. They use an online form submission to get an appointment which after 10 minutes closes because all appointments are taken. Had to set my alarm to the specific times their system opens to submit and even after I submitted a form, I got a message that all appointments are taken and have to resubmit another one the next day. Honestly do not recommend this practice, if I need any medical advice I unfortunately have to go privately since I cannot access a GP.
been on oxytetracycline for some time for skin problems. Suddenly stopped for review. Spoke to the doctor who gave me a prescription and told me they would be back on repeat. When I phoned the chemist was told the prescription was not received. received text stating the medication had been declined and to phone the surgery. Already in the surgery with my husband, asked reception for appointant and was told "I can't book", phone the surgery?. When I got home I phoned, one and half hours in queue . When answered was told phone back Monday or attend surgery Monday at 8am and ask if any vacancies. Total waste of time.
Very thorough covid questions before entering . Well spaced . Everyone wears a mask . No waiting once in
I haven’t been a patient at this surgery for very long but on the few occasions I’ve had to seek their help, have found all of the staff to be kind, helpful and professional. They have responded incredibly quickly to any queries and seem to go above and beyond what is required of them. I can’t thank them or recommend them highly enough. Thank you to all the staff
Your Review:  As a patient, I am very grateful to the Dr. On my first visit and then to the nurse who checked my chest and took my blood samples and even to the girls at the front desk for the care received.I am not a person who goes to the doctors a lot because I have good health, but lately I have had to make use for various reasons.I have found in the bodey medical centre team, people with great professionalism, who have been very kind to me, and who have done their job quickly and cleanly.good job to all of you and keep it so pleaseCarlos Merino
Every member of staff here is so helpful. In particular, the reception staff go above and beyond to help.
Very friendly, helpful & caring staff. Always manage to get to see or speak to a doctor when needed. New phone system and online service is great and very efficient. Highly recommend this surgery & the team
It is fine for simple episodical issues like a tummy bug or ear ache. The moment something is more complex, the model totally breaks. I have struggled to get a face to face appointment and also feel that all the doctors want to do on video calls is rule out life threatening issues and then tell you to book another appointment if the issue does not resolve. If you do book another appointment, they don’t seem to read the notes or provide any continuity. I would not recommend.
Very pleased with all aspects of my visit the staff were helpful and everything was dealt with professionally which made going there a pleasant experience
Really can’t fault the staff. They really care about my 91 year old mum and are highly responsive when we have an issue. Well done.
I am really not sure if this is purely covid related but I am unable to get any appointments and its really frustrating. I’ve been trying for the past month and ended up going private and having to pay so much. Every-time i call, the lines don't connect at all and it keeps says busy, the moment the clock hits 8:00am. I even called at 7:59am and the auto voice was saying the practice was closed.I finally managed to get through at 10am (after literally being on the phone for 2 hours just redialing no joke) and they told me they were fully booked or i had to call tomorrow again or go to AE.It’s just ridiculous honestly, and all google reviews are complaining about the same thing, I am really not sure how anyone is getting through and you guys really need to come up with a solution.
I rang to discuss something with doc sent pics for them to see my issue. I then get a text saying they couldn't get through on phone and to call surgery. I do he checks my number by ringing me back and then informs me I now won't be contacted till next week. Its ridiculous it takes forever to get through and then you get this care. I only contact a doctors when I'm in need of care leaving me all weekend means I'm in pain with no relief for even longer. Please go back to the old ways just like many other surgeries have done.
The receptionists are polite and listen intelligently.  Having explained my non urgent problem the receptionist could see that I needed a face to face appointment with my nominated GP.  That was speedily arranged and the appointment was carried out with the utmost care, understanding and kindness.  Subsequently I was reminded about my eligibility for flu jab and this was performed with the utmost efficiency.  I would like to congratulate this GP practice for their excellent performance in all aspects of their work.
My flu and Covid jabs were very easy to book, virtually no waiting to get them, the staff were informative and friendly and it was all done without any fuss.
I’m a patient of the surgery for more than 10 years and I’m saddened and frustrated to see the level of service crushing down. It’s impossible to personally see or get through a GP even when recommended by another health care specialist. People need doctors to see them, not exchanging messages on the Internet. AskMyGP could have been a good tool to avoid hanging on the phone but turned out into an automated way for the surgery to keep patients away from actually facing them and turned GPS into call centre handlers. In the current state unfortunately I would not recommend anyone to consider this surgery. For the rest of us stuck with it, I don’t see a bright future
I am a Type 1 living with diabetes for over 40 years, at my last blood sample extraction for analysis I asked for a urine test kit and was given a small fluid container and was told that was the best they had for the urine sample. A couple of weeks later when I took the container/sample back to the HMG's SMC practise I was told by receptionist that it was not the right type of container and it had no attached documentation with it. I was told that it was my responsibility to pass the sample onto the hospital not theirs. I explained that the sample was required by the hospital and that HMG had supplied me with what now seems to be the totally wrong type of container with no attached documentation. I was talked down to and made to look like it was my problem not the HMG's problem. This is the worse treatment I have ever experience in my 42 years of medical support in Herefordshire. In my experience the new HMG is not patient friendly, gone has the customer care for a more business like process. Numbers not people.
I have been coming to this surgery for the past 20 years and have always found the staff helpful and caring. I went today to see a doctor and a nurse who were both very helpful and professional. They both tried their best to answer questions and put my mind at ease. I got the treatment and advice that i needed  and follow up plan too .The receptionist was also very helpful . Professionals like these make Hawthorns surgery standout and i highly recommend this surgery to every one looking for a reliable and excellent primary care services.
I moved to Castle Medical in August and have been so impressed, right from speaking to the cheerful receptionist initially about whether or not I could join the practice to the pharmacist who spoke to me at length about my medical history and medications. I have spoken to an advanced nurse practitioner who has been incredibly helpful, and even had a face to face appointment with a GP! The website is very well constructed, easy to find information, and very informative. Being able to book a telephone appointment online the night before is an added bonus.  Thoroughly recommend Castle Medical - fantastic service.
Last year I had severe pain on my knee due to a fall I had a year earlier. Knee swollen and the surgery would not give an appointment and I had to go into A&E to sort the problem. I had several fall this year and had to go into A&E by ambulance because the surgery would not offer any appointment. About three weeks ago due to an abcess on my lower tummy and would not get an appointment and again I had to go into A&E to be looked at. All these difficult times Ellis Practice would not give an appointment. This surgery is not fit for the purpose it was created. Today I switched my GP practice. I will not recommened this practice. I complained twice the practice not responded.
Constantly being told the doctor will call you back I never get a call back not even a voice mail to keep being told you will have to call back in the morning. For nothing to be done my mental health isn’t the best and it’s like they don’t care
I love this doctors. I’ve been with them for over 20 years and my children are with them too. I have needed them, wanted their help and asked them questions. I can’t fault the service they provide here. If the doctor can’t answer me then they go away and come back to me. During covid I had to be seen in person quite urgently and they totally accommodated that. The doctors are fantastic. The receptionists have such a hard job and although not everyone appreciates them having to ask you for details so the doctor can triage you, I have no problems with that at all. I appreciate that if there are people more needy than me that they are prioritised. It’s all about you giving them all the correct information to be able to prioritise correctly. As for my children needing to see them, they have again been amazing. I feel very safe and in good hands from the beginning with the answer from reception through to seeing or more so speaking to the doctor on the phone. Would highly recommend
Visited for flu and COVID booster vaccinations.  A bit busy (to be expected) but well organised, and a further enquiry requiring the help of reception was dealt with efficiently and with a friendly and pleasant manner.
At the end of last year I had cancer scare i had many appointments at the hospital and online appointments with queensway, they were/are great I still having major health issues, there are two doctors i deal with where possible they are really great and help me a lot, I've never had any issues with queensway. I've found the two Doctors I deal with as they know my history are very caring and helpful and help me so much.
This is an appalling surgery. I have many years of experience having lived in different areas of the UK and I can with credibility say - this surgery is the worst ever in every way. I actually do not know how people are not dropping dead left right and centre unable to access healthcare and appointments. This surgery has approx 13,000 patients. The ONLY way for those patients to make an appointment is to call on the day between 8am-9am?? No pre-bookable appointments and no e-consulting or online booking. As an example one has to call about 20-30 times to even get into a call queue as there are only so many phone lines. For your own health and well being - do not register with this surgery.
friendly welcome considering the present situation with covid restrictions, very thorough examination by the nurse and doctor with a good explanation diagnosis and what the condition is likely to be. The nurse did a blood test and all other checks there and then overall brilliant
Had phone consultations and various tests all done within a reasonable time frame happy with service under covid restrictions
Wow this place has certainly gone down the pan , tried ringing no answer so did an online consultation and was told they would contact me . On the day of supposed contact I gets a message saying they cant call me but now the following week . Contacted the following week and told to come and collect a physio self referral form from the surgery, so after a week I headed to the surgery and guess what ?Four people waiting at the unmanned reception , so I waited a while then gave up and left.The surgery itself was empty so what is the excuse.Since this practice went under SSP health it is clearly failing in all areas and needs attention.I think the NHS need to take a good look at how it has declined since farming it out , in the meantime I hope I don't become seriously ill.We cant blame covid on everything. Time to move on everyone else has .
My nurse is absolutely brilliant. She makes me feel at ease every time I see her it doesn't matter what I'm there for she listens to everything I have to say and remembers everything the next time I see her.
Visited on Wednesday for my first smear and was looked after by a lovely nurse (apparently I am not allowed to name her). I was nervous but her chatty and kind manor put me at ease. She was happy to answers all of my questions I felt like I was being listened to. Very positive experience :-)
Trying to make appt is unbelievable rang at 8 was in queue for 38 minutes then was told all appointments had gone I explained to the receptionist that I'm a alot of medication and need to be seen regarding my medication well being have asked me to call in as matter of urgency the receptionist was not helpful at all like a robot kept saying ring at 8 I explained I have done past 3 days but same scenario I said even if u can message on to any gp see if he can have quick word but the receptionist would not even pass message on I'm appalled with the lack of empathy from the surgery shocking I will be moving from this surgery  please folks avoid this place
My experience at the surgery on Saturday was excellent. The service was very well organised and the volunteers were so helpful. Thank you very much
totally understand that on a Monday morning it can be extremely busy, but to call up at 8am and to be 6th in the queue and wait 1hr and forty five minutes is disgraceful. All day I wasn't able to get through and only the day after after waiting another half hour i was able to talk to reception,  to get a doctor to call me back.
After waiting 10 minutes to make an appointment with the nurse, very rudely told that no appointments were available and I would have to call back tomorrow. I said it wasn't urgent and can I have next available appointment, only to be told that she could not do that and the only option was to call tomorrow. Then she put the phone down. Surely she could have booked me in for an appointment even it it was 2 weeks later which I said I was happy to do. VERY  RUDE and not understanding at all.
Awful surgery, receptionist of a morning is really unfriendly and huffs and puffs when you're on the phone. Was told a doctor would ring me back and nobody did. Rang again late afternoon to be told they will send the doctor a message. Absolute awful service.
I've been a patient at Asplands for 21 years, the doctors are lovely, the receptionists are ALWAYS rude and unhelpful. They are abrupt with patients when feeling unwell and have never been comforting when I've asked questions.
I have been with this practice since 1970, had no problems at all, if you are polite, then they will be polite to you.Very professional staff and medical team, everyone is under strain during this pandemic so patience is the key word. We can all have bad days at work but they are always polite.
Have always managed to get an appointment on the day when needed, rarely need to see a GP but service excellent. GP I saw today was especially kind. Thankyou. Keep up the good work!
They don't answer the phones.They don't accept your repeat medication requests.They don't even call you in for your appointment despite waiting for over 45mins.
Cardiology reduced my medication phoned practice to order replacement drug receptionist said" I cannot spend too much time speaking to you as I will get told off .I'm very disappointed with the lack of empathy from this new breed of staff.
Its hard to get appointments. No one picks up the phone and not helpful. We had to wait 3 days for an appointment and ended in emergency
The practice now closes for lunch from 13:00 to 14:00, this information is not available on the practice web site.Patients living in the Stockport Area and who normally visit the Gatley Green Surgery cannot access the full range of facilities offered to Manchester patients who visit the Northenden Surgery.Appointments are never available online. Patients are asked to call in at 8 AM and this often results, after numerous calls, being told to call back the next day. This can go on day after day before an appointment is made available, this is very stressful and is not conducive to good healthAny formal complaints must be made in writing and a practice email address for this purpose isn’t given on the web site, I would suggest this is to deflect complaints.I have asked on numerous occasions to speak to the practice Manager or receive a call back and each time I am told to write in.Over the last year I have encountered numerous administration errors in respect of my prescription.I have been a patient at this practice for 55 years but unfortunately over the last five years I have seen a steady decline in the service and care that this practice provides.
After contacting them in Monday with a problem I was given an appointment with 2 days and received the usual friendly welcome & expert advice I needed. I have never found a problem getting an appointment or with my treatment from them. An excellent example of the NHS at its best
I was referred here by my local Health Centre, 'Out of Hours' appointment. I instantly felt a deep trust in the GP who saw me. I was early but was seen almost immediately and it was so good to have a doctor who was friendly, who really listened and examined my wounds in a very natural way. Although I was resisting accepting anti biotics before going, I trusted this doctor and so  accepted them! Can I  register with Blithehale?
The receptionist who has helped me with my medication repeats has gone above and beyond to get it sorted out.thank you for being so helpful,kind and understanding
My child has hurt himself. Been trying to call the GP surgery but the phone was busy. So listened to my neighbour who advised me to speak to the Pharmacist. He was great and unlike other places who rush you, he spent time asking me about my sons symptoms and pain. Highly recommend the pharmacy.
My father is at this practice and I am looking after him. I was 29th in queue this morning and its not the first time this has happened. It took an hour to get through to a member of staff.  The staff have always been helpful when I have spoken to them but, why is this happening. I have never known a waiting time this bad at any other practice  I have rang. Take on some part time staff in the mornings. Why are there no online bookings in place. Its not rocket science. They need to sort this out a.s.a.p. its very poor service. My practice has online bookings and the longest wait I had was 10 minutes. .
The online consultation system is not functioning well. When there is a none urgent matter I do not mind waiting for an appointment for few days but when it takes few weeks and you have to chase it up soo many times and submit consultation form one after another.Is not right and it is mentally exhausting.  The receptionist seem to be under alot of stress understandbly, but I am taking the treatment of one of the receptionist to pals as she was insensitive and rude to my partner.The doctors and the medical staff are amazing.
Can never seem to get an appointment. They don't answer the phone, they used to have 24hr online but now hit and miss if its available when advertised, sometimes you wait 4 to 5 days to get a call back from a doctor sometimes they don't even call back
Although reception staff say they are trying to answer calls as quickly as possible, it's clear the current method of booking appointments is not working. It could potentially take you 2/3 days to get through, especially if you're working hours do not allow for you to be constantly by your phone or if you need to do a school run- something the surgery hasn't taken into consideration.  Although there have been a number of complaints, the surgery still has not re-evaluated it's booking methods. Appointments via phone, e-consult or online are limited. Wouldn't recommend this surgery in terms of its management. The advice I got from the receptionist was 'just keep trying until you get through,' not exactly practical.  Doctor on the other hand are lovely.
having registered recently with Greenridge surgery I am unable to use the birmingham and solihull health app until the surgery verify me. I have phoned about this and I am  still waiting to be given access to order my repeat prescription. I have also emailed twice but no response either
I arrived shortly before my appointment and booked in on the screen. Waited a few minutes then was seen. Very quick and didn’t have to wait too long past my appointment time.
Unable to get an appointment Called receptionist and told to fill out a questionnaire. Questionnaire informed me to seek medical help so called the practice again where the receptionist told me a GP will call. I then went to a pharmacy where the pharmacist informed me that I needed to be seen by a doctor as the test I took showed I had an infection. A doctor called 2.5 hours later to say that she would schedule me into a phone consultation in two days times. Even after I stated that the pharmacist told me (and emailed the practice) that I have an infection I have to wait two days to be rung and then I’m assuming to be told to come into the office. The doctor on the phone said they do not book face to face consultations as most conditions can be treated over the phone. This approach does not work for the majority of working people who are not able to answer their personal phone during working hours
I was so pleased to find a significant improvement during my last two visits to the surgery both in a week time . I would say I had experienced previously some negative times with the surgery before(the pandemic) but I can objectively share the recent  positive treatment by the receptionists and doctors for me and my daughter .They we’re all kind , supportive and helpful!Well done and thank you for your service!
This place needs a shake up. You are greeted with a list of what they can’t or won’t do plus a warning of not to be rude to the staff (it’s their job to be short and abrupt to you). Rang this morning to ask for an appt and, very unusually, after 20 mins (which is good!) got a helpful lady whose hands were completely tied by the daft system they operate. I was told two weeks ago to go for a blood test “then come back and see me”. You would think that if a doctor wants you to return he would diary you an appt - no, you have to call “on the day” as you are presumably telepathic and know when he’s there, which isn’t very often it seems. By the time you get through appts may have gone. You should be able to book a future appt for ongoing or non-urgent treatment. Shouldn’t such an appt be convenient to both parties, isn’t that the idea? Being referred to the website is a joke. No appts currently available, surprise, surprise. I admire their skills and knowledge but the more they earn the fewer GP appts are offered. To see the doctor who sent me for my blood test I now have to wait another four days until he’s in again, then join the eight o’clock scramble in the hope I might get an appt.
The doctors do not care about you at all, will ignore your symptoms for months and not even properly listen but make stuff up in their mind and just give you antibiotics and basically hope you never return. Dealing with this is forcing me to pay for private healthcare which as a student is far from ideal but if you actually have a serious health issue these people are not going to be any help either go to a proper gp or private. If zero stars were possible it’s what they’d get after 2 years of being ignored as i’ve cried in front of the doctors because my symptoms are so worrying. The whole team needs to learn sone empathy or even go back to med school. Avoid at all costs because you will only feel worse when already ill.
The system in place was excellent!! There was no queue and I was in and out in a minute or so!! All the staff were well trained and knew exactly what their jobs were!! Well done all.
Can't fault the staff at this surgery, and that goes for the receptionists as well as the doctors and nurses. Very understanding and accommodating and doing a brilliant job despite the hardships faced over the past couple of years.
Extremely unhelpful service.  Long wait in the morning to get the “no” answer. This surgery will not give any help when you really need it. I am very disappointed at the service. I wish I didn’t register with them.
Care provided for T2 review was brilliant and advice given made me feel that I was being looked after.
Welcoming and friendly staff. All very organised an I was in and out in minutes.This has been my experience every flu vaccine season. It is an excellent Practice with fantastic staff. Congratulations and thanks to each one.
Very well organised. There was a special for clinic and my partner and I were in and out in minutes. Friendly and helpful staff to answer any questions.
I have been a patient with High Street surgery for many many years .... l have to say the overall experience from appointment booking to visiting the surgery it is such a professional experience.. the receptionists are wonderful ...Advanced Practioners, Nurses and GP's are great ... listened to my concerns and problems and offered lots of support to me ... guided me in the right direction to get the help l needed with different alignments ... l will continue to be grateful for the amazing work they are doing... keep up the good work ... warmest wishes
My request for emergency medication was dealt with expeditiously, a doctor telephoned within half an hour and a prescription was issues by text so that the emergency was dealt with in a very short time.
Waiting since the end of April and we are now in May for an appointment to get a call from a Doctor and still no appointment. At 1st I was given an appointment after exactly a month and when I called them many time I got a one after 10 days on a day I’ve an appointment at the hospital and I told them I have another appointment but they said no other one available, as a result the Doctor couldn’t reach me while I’m at the hospital. Rescheduled via a request of e-consult and still waiting for an appointment and when I call the receptionist they tell me they can do anything and they will leave a massage on the system and if I don’t agree I can go to the A&E!!!! Even the manager; I can not contact them because there is no telephone number or contact email for them  , only the general email. It’s a mess. Bad Managment. The Clinicians are very good if you get to contact them, but the issue there is no appointment. It’s oversubscribed.
I was referred to the surgery by 111 because I required an appointment with the doctor within 2 hours. I was told no appointments were available and to phone back in the morning. I knew something was very wrong with me but could not get past the receptionist to contact the doctor. I was in tears on the phone but constantly told to ring in the morning.  I called back 111 who immediately found a doctor to speak to me who insisted I went to A & E. I was fast tracked at A & E and sent for emergency surgery as I had a perforated acute appendicitis. Thank goodness I followed my intuition and did not listen to the  receptionist who has no medical training and should not be making decisions without talking to a doctor. I am very lucky to still be alive
On a waiting list for coil removal since feburary. Offered an appointment in August. Cancelled by practice and not offered an alternative. When I contacted them to ask when the next appointment would be was told there wasn't any appointments. Due to stomach pain was booked in for an ultrasound (coil still not removed, no appointments). Appointment was made quickly. Appointment was fine and I was told my coil has been dislodged and is floating in my womb. A week after the ultrasound received a message that I had been booked in for an MRI. Rang the centre for more information. Told I could have an appointment to discuss results of ultrasound a week after the MRI. I asked if I could have one before so I knew why and was told they would get back to me. No one got back to me. Rang again and told they know nothing about the MRI and I needed to contact the hospital to resolve the issue. Offered no explanation. Spoke to me as if this was my fault or doing.  Offered me an appointment to remove my coil at the end of December 4 months after the cancelled appointment but only because I contacted them. Appointment to discuss results of ultrasound is a month after the test.  Very unhelpful and a stressful experience. Still no idea what is going on. Every time you have an appointment you see or speak to a different doctor. The communication at this practice is is appalling.
I attended the flu clinic today and it was seamless. I was in the practice no longer than 1 minute. I was seen straight away, jabbed and I then left. Compared to previous years this was brilliant & a lot more efficient.
Impossible to get appointments, still refusing to do face to face appointments, rude staff who give opinions on medical issues they are not qualified to do. Clearly the surgery more interested in cosmetic surgery as that’s where the money is. My mental health has declined rapidly since this became my GP surgery after moving.
I have mixed feelings about this surgery. I know GP surgeries are struggling nationwide, but there's currently no way to book here. The online platform, every single day upon checking, just says "The service will resume online on..." and just has the next day written there. I have been trying to get a simple repeat prescription sorted for severe back pain for over a week. I have called four times, and emailed twice. Every time I'm told 'within three days' and on one occasion was told it would be that day. I am still chasing it up and am losing more and more ability in my back on a daily basis. I would absolutely not recommend this GP surgery. Although I'd be interested in knowing what GP surgeries around me are actually able to function properly at the moment.
Saw the doctor today and was really good with the problem and how it can be dealt with and the medication I am taking
I was seen quickly and referred to the hospital resulting in a diagnostic procedure within fourteen days. Favourable outcome thanks to the swift action of the GP. Can't thank you enough
The receptionists were extremely unhelpful, failed to understand and accept anything I said and completely dismissed me. Was entirely unable to get appointment for months.
The actual doctors at this practice are very good indeed, however, the telephone access is terrible, usually taking 30 to 45 minutes to get through. When you do finally get through, getting an appointment to see a doctor is almost impossible. You can have the best doctors in the world, but if you can't get to see them, what is the point!?
I have been registered within Phgh doctors for the more than two years and have never received a satisfying customer care!! Just Today, after waiting 45 minutes to get connected to the operator, I got the answer from the receptionist to just write my enquiry on their website and doctor will get back to me with an answer (He was also very rude)!!! they don't even bother to book ant appointment for us to visit a doctor! their service is very poor! I couldn't get any appointment for either my wife or myself in the past 18 months!!!
The doctors wont go and see their elderly patients, who can barely get into a taxi or (despite constant reminders to them) walk any distance. They think every medical situation can be done online or by phone, usually after endless amounts of music or not answering the phone at all. The record keeping must be in a dire straits, even after the consultations they do bother to do. Has been in a mess for years, and its likely to continue.
I was invited to come to the Kirkheaton practice (after being told it would be the Lepton practice initially) and was asked if this was ok, they explained I could rearrange the appointment to go back to Lepton, but she explained where it was, how to get there and where to park. She sent a text message with the full address and her name on it. I have nothing but praise for (both) practices. When I have rang for an appointment, one has been given. When I have needed to go in the staff have always been polite and welcoming. They have answered and helped with all my queries (I am fairly new to the practice so had lots of questions about services/what they offer) The doctor I saw had lots of time to listen to my issues. He explained the best things to do and how to proceed in the right way for me that suited my lifestyle and abilities.It is great to be registered with a practice that is trauma-informed and reassuring to people that the staff care enough to put this into practice. How refreshing to see. Please keep up the great work.
I have been a patient here for many years. I cannot speak highly enough of everyone concerned. I have never waited more than 15 minutes to speak to someone. I have had lots of issues with skin injuries and I am always dealt with promptly and sympathetically
Received covid jab in room 2- put me at ease for somebody nervous of needles. I didn’t know if had been given. Nicknamed needle ninja, very apt. 🪡 🥷 Ladies you were awesome. Thank you 🙏🏻
I was discharged from hospital after suddenly becoming unwell with very little information.  Heswall and Pensby GP practice were really quick in contacting me with a face to face appointment. I also had a telephone conversation with a GP, bloods/stool sample tests were arranged. I was feeling very unwell and shocked by my poor hospital experience but felt 'looked after' by my GP surgery.
The receptionists here are disgustingly rude and give false information. I am leaving this GP. It was a horrible place that didn’t concern others and their patients. Used to cut the phone off and not respond properly- nothing to do with language barrier.Their behaviour has been so awful that I am now leaving this GP. I can’t wait to find a place who doesn’t cut the phone off and answers calls professionally!
The practice has been very supportive of my condition and provided me with the best help required. I have been with the practice for over 15 years. They have alway provided me with the best care and support.
View this as helpful feedback rather than a complaintI recently received a text message confirming an medical appointment which I immediately disputed. The text said  “Confirmation of  appointment on ( date and late evening time given) at Waters Meeting”. Luckily  I know the Health Centre.After considerable time and trouble I visited the surgery to gain clarification concerning the fact that this appt. was supposed to be a telephone consultation.I was assured to my relief that it was in fact a telephone consultation.Therefore in the mutual interest of both TRAINING and QUALITY purposes, will you please ensure that future texts are issued both Grammatically and Factually correct.It could have resulted in an expensive and wasted taxi service, since only 2 out of the 3 buses necessary to make the trip actually run at around the time of the appt.At this so called “ busy time” for surgery receptionists, getting it right first time is both efficient and time saving than getting it right the second time. I hope you find this mutually beneficial
The reception staff are curt and unhelpful. It seems to be impossible to make an appointment, no matter how serious. They won't scheduled appointments at all. Instead I was told to phone up at 8am and dishonestly to say it's an emergency.
Having been asked to get an in person appointment by NHS 111 Urgently, I could not get through- and then could only get a phone appointment. Pretty useless
I have been patient at this surgery since 1993. They have been extremely caring and always willing to help. My late parents were also registered at this surgery for many years. Dr had always been there for them and looked after them as if they were his family too. I had major surgery last year and doctors had been great support during my recovery. Reception staff can do with more training but doctors are excellent and I am very fortunate to be under their care.
The Redhouse has been my surgery for the past 4.5 years and I have always found them to provide excellent service, especially since having my daughter 7 months ago and having to take and subsequently adjust more than one medication as a result. Every time I have had to call I have been given prompt call backs by my GP who knows my medical history, and they have been incredibly helpful with the issues raised. Similarly, the nurses and pharmacist have shown excellent service when I have needed to see them. The receptionists have been very helpful and accommodating.
Good excellent service All the Doctors are welcoming All the medical centre staff are good Caring staff
Unable to get face to face so used e-consult.  Offered telephone call in 9 days time.  Reception staff were polite but unable to answer why decision was made.  Will certainly be looking to move surgery as this is a long term issue and there appears to be no signs of improvement.
Been with this practice  30years & has gone down hill since moving to Cunningham way Near on impossible to get a appointment according to their phone system I was number 1 in the queue 15 minute later still number 1 then was cut off my wife called 5 minute after I called she was number 15 & dropping down the queue until she reached 12 then was cut off,I was still number 1 phone system doesn't work shame there is no other surgeries local
Never any emergency appointments y if a child becomes sick during the day, by 11am all appointments have gone , there is no triage system with the doctor , my 4 year son couldn’t get an appointment for a ear infection and told to wait in the walk in centre when the wait was 7 hours , the PCN advises children should be offered an appointment
I found the staff to be very attentive, responsive, friendly, polite and heplful. Thank you Brooke surgery.
Thanks very much for a very quick diagnosis and treatment of a spinal problem which was sorted out in double quick time. My GP at Market Harborough Medical Centre spotted the potential problem from a previous visit nearly 20 years ago! I was sent for an MRI scan and within 2 weeks I was admitted to The Queen’s Medical Centre in Nottingham for spinal compression surgery. All went well and I was discharged after 2 days in hospital and now planning to return to work after 6 weeks recuperation. Considering all the bad press the NHS gets I wanted to express my gratitude for the speed, expertise and professionalism shown to me through all stages of my diagnosis and treatment.
You are amazing! Thank you so much for recognising the importance of people with a learning disability having a vaccine as a priority due to the mortality rate of this group compared to the national average. On the first day of priority group 6 roll-out, our family member with a learning disability had their vaccine, administered by yourselves at Hazel Grove. This exceeded our expectations in many ways, and which bring a lump to the throat in writing this review.
My GP and the District Nursing Team cared for my Mum over the last few months and then when the end of life was near at my home, nothing was too much trouble they went above and beyond and helped to ensure the last days were pain free and peaceful. In addition for me they were supportive, caring and most important they listened. Their help and empathy assisted me through what was a very traumatic time. They should all be held in the highest esteem, words are not enough to express my gratitude well done and thank you all so very very much.
Booking system impossible, tried to book an advance appointment and was told it would be in 4 weeks time,trying to get an appointment on the day is very frustrating as I was 64 th in queue and took 1hour 30 minutes.
went to the centre to day for my first covid jab. I was so impressed. the whole experience was so well organised and efficient. Hats off to whoever set this all up. Well done to all the staff there
Impossible to get an appointment!! I’ve phoned over 12 times in the last 3 days to try and get a telephone appointment. I’ve managed to get through to reception twice to be told there’s no appointments and to try again 8am the next day. Phone at 8am… and there’s too many people in the queue so it cuts off. No wonder walk-in centres and A&E are at capacity when you get a GP appointment…
I received two Pfizer vaccinations from Park Surgery unfortunately you have recorded one Pfizer and one Astra Zeneca. The second dose on  03/04/21 I have been told was a Phizer day only. The central clinical system has now been rectified through Twitter!!  NHS App still not updated. No meaningful response from Park Surgery after 2 months of emails and visits. Unable to complete essential family travel as a result until App COVID Pass accurate. I feel really disappointed by the lack of response from Park Surgery.
Throughout the pandemic HE medical centre has seen me face to face, also my son as an emergency who admitted to SGH with the GP’s help (avoiding A&E). The staff are pragmatic, sensible and go out of their way to help to enable great care and service - with a smile! Highly recommended.
The surgery is far from perfect, reception staff sometimes curt but the Drs are the best I have had for many years.  Before reordering prescriptions online I was asked to go in to collect my prescription, a  train journey was necessary and when I arrived I was handed the prescription and asked to place it in a box on the wall opposite for the GP to sign, this was about four paces from the reception desk. I was speechless!!  Such a shame that so many surgeries are fronted by so many staff like this.
Extremely well organised vaccination session at Bridge health Centre on Saturday, 13 February 2021. Felt very safe and all staff were excellent.
The ladies in the office at Kent Elms Surgery are easy to talk to and have gone out of their way for my newborn son, getting him registered and booked in within a week, with appointments close together on the same day. I understood it was a busy time for the NHS and was not expecting the level of care and helpfulness I’ve received. Thanks Ladies.
I have been trying for months to get help with an ongoing problem. The medics are not interested in anything more than the most cursory look at the issue and do not follow up. I am becoming more and more ill and they do nothing, despite my asking repeatedly for help. They don't even bother to call you when the receptionist has said that they will. This is a dreadful, non-caring practice.
When a person has checked in for an appointment it is surely up to the doctor/nurse to come out into the waiting room and call the patient. You should not wait 45 minutes before going back to reception to be told you had been called over a screen and did not respond. Who is aware that is the system for one person when other doctors/medical staff are coming out and calling people's names without reception explaining this.
I arrived for my 1030am appt to see foot doctor, receptionist said he normally comes in at 1030 and told me to wait, 30 mins later I felt that I had been forgotten, went to reception to be told I don't know where he is but didn't seem to follow up, I walked out in dismay as was told to come back and wait .
I went for a PAP test, BP check and bloods 16th February 2022 at 8.40am.I had been quite apprehensive about the appointment but the nurse I had was amazing. The appointment did not feel hurried as many can. She took her time to talk to me, explain everything and more importantly she listened. So much so, that I booked a further appointment to discuss my Peri Menopause symptoms as I said I was struggling.A wonderful member of the nursing team who has the patients best interests at heart.
I needed advice and a medication issuing on a Friday afternoon and the surgery reception team were very helpful and arranged a callback from a doctor very quickly. The doctor was friendly and understanding and able to issue a prescription electronically, saving me time and a trip to A&E at the weekend. . Thankyou!
I've been with this practice since 1985 and have been really impressed throughout the years.  In December last year I brought my mother to London from a care home which she hated and where her health deteriorated rapidly.   This practice took her on and has looked after her well until she died two days ago. She had multiple medical problems so sometimes I'd be contacting a doctor every few days.  But I was never made to feel that I was taking up their time and I always got a sympathetic response.  That was important because being a full-time carer takes its toll and you can become quite emotional if she's in distress or if someone is less than understanding.  The support I got was really needed and I very much appreciated it.  This morning I let the practice know that my mother had died through AskMyGP and within five minutes I had a lovely call from the surgery.   They've also just agreed to take on my husband who has a mobility disability and I'm so pleased.   Thank you to all the staff who make it a place to be proud of.
I went to the surgery and filled in the prescription request paper 5 days before my prescription is due and put it in the box. The request is for my regular prescription for medication for anxiety and depression. The receptionist said will be ready for Tuesday. My sister was at the surgery on Monday (having the similar problems!) and while there enquired about my prescription. She was told my prescription was fine and would reach the pharmacy on Tuesday. I called the pharmacy Tuesday....no prescription....called the surgery in the morning, surgery said no prescription requested. After surgery discussion, I was told that the prescription was now being forwarded to the doctor for approval then and there. Later that day 10:52, I get a text message saying missed calls (nope no missed calls). I called the surgery and was told the pharmacist at the surgery was putting my prescription through. That was at 11:40. Called pharmacy several times but no prescription. Called Surgery again at 15:00 and was told prescription request has been forwarded to the doctor for signoff, probably arrive at pharmacy tomorrow. I now have no medication, had no medication since last night, and am starting to get withdrawls. These timely medications are crucial to my wellbeing. These delays are not a one off, they are every time I try to request my prescription.
I have had cause to visit the practice 3 times over the last week, for blood tests, Covid jab & a GP consultation. Each time I was seen promptly & the lovely staff/doctors could not have been more helpful. I feel valued as a person there. Many thanks
Always received good treatment and advice.From a phone call to face to face advice and treatment.No hesitation to being Referred for further investigations when required.
Attended the corvid vaccination service today (4/02/21) at Salisbury Cathedral and experienced a most professional & well planned & managed process. The `pre-vax' booking service was effective & did not have to wait long in the Cathedral cloisters, out of the rain.The winter flue vaccination service held in December was equally well planned & managed.
Had a DVT and over the period of months never got to see the gp just contact via phone, impossible to get a face to face appointment
Accessed the Anima request platform and filled in the rather long questionnaire but had a fantastic same day response from the doctors here culminating in a prescription being ready to collect the same day, which was unexpected as the Anima site states that a response could take up to 3 days which is an unhelpful suggestion and proved to be so incorrect.I was sceptical about filling in a form on an app to request medical support but it was great as it saved waiting to speak to a receptionist, travelling to the surgery in these times of Covid and flu then sitting waiting to see the doctor. It proved to be a quick and very convenient way of getting treatment.I can see now how the Anima system works for those who are able to access and navigate the app and hopefully saves valuable time for patients as they don’t have to travel to the surgery unnecessarily and saves time for the surgery staff so they can deal with the increasing workload we here so much about.Thank you doctors for your kind and prompt attention.
My partner and I had the vaccine at the Scout Hut, Oxford Road on Thursday 07 January. Full marks to all concerned. It could not have been better organised and the doctors, nurses and volunteer helpers were all extremely helpful, friendly and reassuring.
All very helpful, and listen to you and give you the best treatment they can, all doctors I have seen are good and nurses to,and I didn't have long to wait for appointments
Staff were polite, efficient and friendly.  The nurse that treated me was so lovely.  She engaged in conversation and didn't make me feel as though I needed to hurry out. She took her time and answered every question to the best of her knowledge.  There was a problem getting blood (viens not good) and she took so much care not to hurt me. Much appreciated.
When phoning the surgery for the last 2 weeks you are told that there are only appointments for urgent matters. There is no direction to anywhere you can get help and it is impossible to know if some things are not urgent.
I don’t think I’ve ever been to an appointment here which is running on time.Recently had an appointment here early morning but was still seen 30mins later. I appreciate times can slip later in the day but to be running behind so schedule so early in the morning is silly and an unnecessary waste of time.
We have just joined this practice from another local practice. The difference is astonishing. In the few calls and pharmacy visits we have made, the staff have been friendly, welcoming and professional. We have quite a lot of repeat prescriptions and the pharmacy team have helped set us up quickly and efficiently. I wish we had moved years ago! It’s so lovely to feel that someone actually cares about us.
I visited Parkway Medical Group for an appointment in March this year as I had just moved back to the area. I was very poorly and my quality of life was in a really bad place. I was lucky enough to have an appointment with a GP that was not only kind but really listened to my issues. I cannot thank her enough, she arranged appropriate appointments with relevant health specialists, this took time which is totally understandable, but well worth the wait. It’s October now and my recovery has been amazing, I feel like I have been given my life back. I still have my conditions but they are so well managed by the GP, practice nurses and health professionals, not forgetting the lovely Administrative team who always go out of their way to help you. I just wanted to say a massive thank you to you all, I am so very grateful as are my family, they have their wife and Mum back.You are all truly appreciated.
We have been trying to book our baby in for her 8 week vaccinations and 6 week GP check up. The receptionist was rude, told my partner that she didn't know what appointments he was talking about, and told him 'well I'm not clinically trained am I?' My partner ended up having to read to her from the NHS website. How can you book in appointments if you have no knowledge of the basic appointments that parents are told they have to arrange?We didn't get anywhere, we have tried to arrange these appointments 5 times now, in person, over the phone and using the online facility. We have been told there are no appropriate appointments for our daughter. She is 8 weeks old this week, and will be due her 12 week vaccinations soon too, but seen as we have now missed her 6 week check and are unable to book in her 8 week vaccinations, I have no faith in the future required appointments taking place as they should either.Horrific, the receptionist has been abrupt with me on separate occasions too. I let that go, but when it involves your babies health, that's a different story.
The inability of the operator being able to add you to the GP list when calling during the day and requesting us to call at 8am the next day to be added to the next days call list. This is not any easy process as it can tale upto 40 minutes to get theough and then be told to keep you phone free but with no indication of when a call will be received.  Working full time makes this almost impossible. If the call is missed because of another incomin? call then the process starts all over again . Trying to get through at 8am. This is very poor treatment.
I’ve only recently registered with this practice and it has also come at a time where I’ve (unfortunately) had to make contact more often than I’ve had to previously. It’s taken me a little while to get used to the different ways of making contact - e-consults / online repeat prescriptions but I would like to thank everyone for their quick responses - from the receptionists answering the phone at record speed (never experienced that before), to the nurse who painlessly took my blood and the doctor who I feel went above and beyond by spending over 15 minutes on the phone with me, the longest I’ve ever spoken to a doctor in one go before.
Following a telephone call with a GP I was sent for tests and I was seen for a face to face appointment within two weeks and I was extremely impressed with the service at this GP practice.
I needed to register with a GP and this was completed quickly and effectively. I hadn’t received my invitation for the Covid vaccine and the practice sorted this out for me and I was able to book an appointment for the following day. Really great service and would thoroughly recommend this practice. Thank you to the lady who helped me I am sorry I don’t have your name but you were helpful friendly and so nice to also call me. Thank you.
This practice is awful you phone up at 8am to try and get an appointment and the queue is full and they just cut you off. If you need medication they won’t issue it until the day before you run out of tablets if that’s the weekend then yon run out. You have to phone and phone and phone to get them to issue certain medications because they are expensive and they don’t want to issue them. Shocking place.
I have phoned the surgery and requested same day appointment due to the Upper Respiratory Tract infection. Immediately, I was surprised when receptionist asked me 'If this is urgent?' What kind of person ask this kind of questions? If It was not urgent I would not called ... 23 times in 10 minutes. Anyway, I have explained to the lady that I had similar issues before and I always  always had prescribed antibiotic. Also, I have mentioned that something is different and I am truly worried. I was told that without need negative covid test I will not be seen. Wait ... what? Following her logic ... positive result would equal with no consultation. Anyway, I have said sure and put the phone down. Knowing that probably in 30 minutes the same lady would tell me that there is no available place today I have decided to go ahead and book private appointment. Two hours late and £100 poorer I have been diagnosed with Acute sinus, throat and larynx infection with first stages of bronchiolitis. I am generally empathetic to NHS and rarely had any serious issue with them but this one potentially could put my life in danger. Later on I was thinking what if instead of me someone more vulnerable was on the phone ...On your answer machine you are working very hard and I am sure you do. However, you also must realise that you have extra duty of care, however, with ambulance strikes on the horizon this ship has already sunk.
Hi I have been trying to phone the surgery now for a month I never can get through all it says is we can’t take the phone call please try again later this as been going on for a month could you please tell me why? As my son needs inhalers and I need my 40th mot. We have recently moved to this area and registered last year.
Both myself and my husband have underlying health issues, the level of care and treatment we have both received has been phenomenal.  The Drs are fantastic, very caring and genuinely concerned for us both.  All Drs, nurses and staff I have spoken to have been very polite, courteous and extremely efficient in sorting out tests, repeat prescriptions and general enquiries.  I would not hesitate in recommending this practice, my niece recommended it to me when we moved here and I am so thankful that she did, this practice is a breath of fresh air compared to my last practice.  Although there has been a pandemic the service has been first class, the Drs, nurses & staff work tirelessly.  Thank you all.
I am a nervous patient especially with bloods being taken. The healthcare assistant I had was wonderful. She is a true credit to the practice. She made me feel completely as ease and comfortable. She was helpful with explaining my questions and had a very open dialogue. Her manner was extraordinary and I hope this is one of many positive things she hears. The receptionist was wonderful and smiley. She was very helpful with directing me to this feedback and seemed genuinely pleased that I had a good experience. The staff today were extraordinary and has reinstated that this is the best doctors I’ve ever had.
I had a telephone consultation following a hospital scan which had been sent to the surgery. The consultation was thorough and set in progress the next steps in my treatment.
Firstly, thank you for changing the awful hold music on your phone system. Secondly, have you listened to the recorded message that you have placed on your phone system before you can even press a number to be connected to your staff? The message is far too long, irrelevant given so much has changed with covid and needs to be updated. A good idea is to call the number yourself as if you are a patient calling your own GP surgery and see how it feels, sometimes this helps us learn what patients go through. Other than that your services are very good and receptionists very helpful. Thank you.
I really disappointed from this gp. Their receptionist staff are rude. They didn't cooperate with the patients. Their phone lines are always off. You can't book the appointment when you need. Please don't register in this gp. Gp surgery very dirty from inside.
I have been trying to get an appointment for a week but they provide nothing. You spend an hour on hold for them to tell you there are none available. The staff are extremely unhelpful and just want to get you off the phone with no help asap.
I came for a smear test this week. I was very nervous having had a traumatic induction of labour when having my baby last year. I didn't want another medic anywhere near my nether regions ever again. The nurse was really kind. She said if I needed her to stop at any point she would, she explained what she was doing at every stage, she was very gentle, and it was over very quickly. I definitely recommend this practice to anyone else who knows they need to go for a smear and who might be nervous or stressed about it.
Kept on hold for one and a half hours when finally spoke to a receptionist was asked with no apology and very rude and ignorantly  to ring back at 8am the following day. What sort of customer service is this you provide?? Very incompetent unprofessional staff. Absolutely shocking and extremely surprised this practice was given a good remark from the CQC
Attended lodgeside for vaccine on Saturday and was met with an efficient, well thought through service and was delighted and impressed. I felt safe.St George - I find the receptionists to always try to want to help
All were very friendly and helpful. I especially loved how the Dr really took her time to explain my condition and the treatment option available. I had great visits every time. Doctor's kindness and demeanor and the Nurse practitioner was very approachable has really put me at ease so I highly recommend this clinic.
This is a practice with efficient processes and caring Staff. Sunday evening I submitted the online form explaining my needs. Monday morning, just after 8 am I was telephoned by a very pleasant person and  was offered a face to face appointment for later on that same Monday morning. The Receptionist was lovely. The doctor was wonderful. Welcoming, thorough, pleasant, really listened, did a thorough examination and had helpful suggestions for an unrelated condition. I left feeling a different person. She also organised blood tests. Back home, I filled out the on-line request for this appointment. It was all returned within half an hour, and my appointment was even organised to be on the same day as a vaccination appointment. This is first class treatment. I feel lucky to belong to this Practice. Thank you.
I contacted the practice, and the reception team weren't able to help at the time, so raised a task with my GP, and advised to call back on Friday if i hadn't heard from them. (Wednesday lunch phone call). I received a phone call back from the reception team within 2 hours.I know many people, from many different practices struggle to get an appointment, especially since covid, but my experience of this practice, i can't complain.It is frustrating to call as soon as the surgery opens, and be either met with the engaged sound, or on hold for 10+ minutes, but the reception team are always friendly, and the doctors/nurses/healthcare assistants have always made me feel at ease.
i visited the surgery last week with my granddaughter who had a urine infection. I left a specimen with the receptionist who was extremely helpful and got a callback from the nurse 2 hours later. The nurse was friendly and very helpful. she sent a prescription to our local pharmacy and we picked it up half an hour later. i found the whole experience very efficient
This practice has gone downhill in the last 2 -3 years. I recognise that covid has put a lot of pressure on the doctors, but it appears that the practise is suffering from bad management and compared to other surgeries in the area, the level of service is nowhere near as good. It is very difficult to get a face to face appointment with the doctors, it takes a long time (often over 20 minutes) to get through to a care navigator who is the adjudicator on if you can even get a phone appointment with the doctor, processes are often not adhered to, for example not informing you that you need a prescription review until you get to the pharmacy to pick up your medicine. The current Doctors Inspection report reflects how good this practice was 4 -5 years ago and it is far from representing the level of service offered today. It needs a complete overhaul of practice management
Receptionists always most helpful and if a doctor needs to see me I am always seen. I never mind which doctor I see as they are all excellent.
After a course of antibiotics from the out of hour doctor, my condition had improved, but my eye was still a bit swelling and painful. Rang the Surgery on 13th Jan 2022, morning, I was told I would be phoned after 2 pm. Receiving the nurse called back and told me to see the doctor the next morning at 9 am. I took a great effort to explain to her my condition might be worse after 24 hours if I could not see the doctor or take the antibiotic today. It was my experience two years ago: swollen eye, swelling frontal sinus and severe headache. I ended up in the hospital for 5 days. I told her to check my record. I do not want to be admitted to the hospital. At last, she prescribed a course of antibiotics to me and told me to see the doctor at 9 am tomorrow.  The next morning at 9 am, I was expected to see a doctor. I waited for 30 minutes; a nurse came to see me.They told me I was wrong that I was told to come to see a doctor. There was no point to argue with them. I told them about my condition and showed the swelling on my frontal sinus. The nurse was rude, had no empathy, and not listened to what I was talking about my condition. They carried on telling me if the antibiotic did not help me, not to come to the surgery, go to the A&E at the hospital. I repeated I did not want to go to the hospital; I just wanted to have doctor advice.  I was shocked the practice could tell a patient to go to A&E directly instant of seeing a GP.  After discussing with my husband and our close friends, we all decide to change the surgery.
The lack of care has been literally beyond belief. This used to be a good caring practice, but it is now dysfunctional as an efficient or effective doctor's surgery. I was there on Saturday the 24th of September 2022 and was told I could have my flu jab as I am entitled to it. But now, the only days I can be seen are Saturdays!!! I leave Birmingham on the weekends, so how on earth is this looking after my needs?I have been trying to get an appointment for "7 months", but trying to get through in the morning is impossible, and no matter how many times I tell them I work on phones and can't call for so long in the morning and when I say, please help me with this I am told, please phone in the morning!!!! Unbelievable. Previously they were accommodating and let me book an appointment a few weeks in advance, but not any more! I am now leaving this surgery as it disregards patient needs and does not care at all. Disgusted!
Parkwood Surgery use to be so user friendly, but since emerging the two surgeries Parkwood and West Malling Surgery this service has really gone donwhill. You try and phone, wait for nearly an hour then get to your number only to be cut off. I can only imagine that there is one person answering queries. After a mess up at the Covid Clinic on Saturday I was promised a phone call back either Monday or Tuesday - hence I am still waiting for the surgery to call me back with another appointment. The question I would ask why did the surgery work so well before with the receptionist and office manager knowing who you was and providing such a professional and welcoming service. What has gone so drastically wrong.
went into the surgery at 8am, booked a phone consultation,  received the call before 10am, doctor was very helpful,  and asked me lots of questions to help situation
After been very ill for weeks trying to contact the surgery by e consult and being ignored. Turned out contact on site it not what to use! Turns out you click picture of e consult. Finally after working this out e consult took 4 days by which time 111 had told me to go to A&E at this time the GP called while I was in A&E cue, Told me to go to A&E! after many hours in A&E was stable to go home, advise to contact GP for further help. Filled in E-consult to try for medication advice and supplement support. Just for GP to be very abrupt to me about using E-consult and still haven’t got the help or advice I need!Feel abandoned and let down by this surgery when your told off for using the system as you are instructed to and how they tell you to.
I have tried many many times to get through to this practice.  On the odd occasion I have been able to do so I am put on hold with no indication of waiting time.  I have tried various options including appointments and secretaries but to no avail.  The recorded message advises that the number has changed - but it is in fact the one dialled.  It changed in December 2020 but the message still has not been updated.  Appalling service.  I have been on hold for 50 minutes, surely this cannot be right.
It is hard to get through to the surgery, when you do it is hard to get an appointment. They do not call you back when they say they will. The nursing staff were unhelpful.
I recently had a telephone appointment with one of the GPs from this practice and it was brilliant. She listened carefully and compassionately to my health concerns and was quickly able to offer support, potential clinical interventions and organised follow-on appointments and provided additional information all in a short phone call. It was very impressive. Thanks so much!
I can not praise this practice enough they do there best in every situation. I have dealt with them for nearly last 4 years as my mum is registered to this surgery.the service is outstanding and I wish every surgery was like this. They go beyond what is required, over the COVID-19 period which is still on going and the pressure they are under, but still they put patients first. Personally i have no words to say thankyou, but would like to take this opportunity to say thank you,everyone at Broad Street surgery, without you all People would be lost.
I have been so well supported by the team from doctors, nursing, dispensers and Admin staff. Had all investigations needed and really have felt supported through one of the most difficult couple of years of my life. I always feel listened too, they are the best GP practice I have ever been registered with. All are fabulous!
Covid jab 2 for me today. Thanks to staff and volunteers it was very well organised. Whitley House surgery is a credit to the NHS - well done!
Lovely, friendly practice. They bend over backwards to try to help everyone. With an expanding level of services available, and knowledgeable staff, they can professionally point you in the right direction, for your particular needs.
The doctors and staff are amazing. Kind and helpful. Can’t fault the help I receive regularly. Been with the practice almost all my life, always been happy with the service received.
Had my Flu Jab at the Loughton Health Centre was running on time it was very quick and efficient the staff were friendly and helpful
I find the E consult system very efficient and convenient. I was able to detail my history, problem and upload a photo, from this I had a telephone consultation that completely met my needs. This was very convenient fitting in with my work and appropriate-  I didn’t need to be seen face to face. When members of my family have needed to be seen in person this has been offered and it is incredibly efficient to triage the work that doesn’t need us to turn up in person both for us and for the NHS.This is a very well organised practice that also employs kind staff who care about their patients. I feel in very safe hands. Thankyou!
It took me 15 mins and 35 attempts to get into the queue. At which point I was 15th in line and sat in that queue for another 29 mins to actually speak to someone to find out that they have absolutely no spaces left.  I never call the docs it’s my absolute last resort because of this. They just seem to be getting worse each time. All I do online says ‘consult your doctor’ before doing anything… uuuurrrmmmm… what doctor is that??? Because I can’t get hold of one!
Following our visit to the Benfleet Clinic Vaccination Centre which was run by staff from The Hollies GP Surgery last week, we wanted to acknowledge all of the hard work that had obviously been put in to ensuring the seamless organisation of the process.  We were extremely well cared for and felt safe at all times.  All of the staff were excellent.  They were obviously working under pressure of time, but they all remained calm and made time for each individual patient.  The professionalism and level of care demonstrated by the staff is to their credit.  Thank you.
3 appointments in past few weeks due to feeling unwell and i am yet to see a GP! what is the point of having 9 (yes 9) GPs when you cannot see one only a nurse! Booking system is a joke, you have have to call in the morning and good luck getting through, once you get through a nurse phone you back in a few hours to do an over the phone assessment then the nurse decides if you see her or not! You can only discuss one issue with the nurse, if you have more than one issue you have to book another appointment, because they are short staffed yet the car park is full and there aint many patients! I've had to pay private to have a home test from boots because cant even be offered a blood test!In summary if you want a morning appointment its not going to happen, you want to see a doctor its not going to happen, you want to book an appointment its not going to happen...the surgery may as well save money, remove the doctors and have nurses only. Oh did i mention that my doctor has left the surgery and i am yet to be told who my new doctor isPlease sort yourselves out so us patients can see a doctor and relieve pressure on hospitals. We have being telling the issues for years pre-covid and its just getting worse and worse!!
Finally found a surgery that listens and acts on issues, very happy with every staff member I have had contact with.
I go to the doctor maybe once a year, but needed to go recently and was told that the next PHONE appointment I could get was over 2 weeks away!I put off making doctors appointments because it is so difficult to get seen these days. Quicker just to go to A&E
Recently contacted the surgery for help organising my dads covid jab prior to surgery. Both the Gp and secretary were really helpful, understanding and efficient in sorting this for him and we are very grateful especially in these very difficult times.
Excellent experience, very helpful staff and fast service, very little waiting time. I arrived 10 mins before my appointment time but was processed and in to have my jab within 10 mins so I was done very much onetime. Brilliant.
This practice is superb. All of the staff are positively welcoming, well informed and highly motivated with a clear mission to deliver a high quality service to their patients.I am particularly impressed by their whole team approach so that you always receive a very prompt service from the person most able to help wether that is a GP, nurse pharmacist or other member of their team. It is light years head of my previous GP practice and I could not recommend them highly enough. Their online service works well and I appreciate the opportunity to provide any details necessary in my own time rather than a rushed conversation in a short appointment slot face to face.
I have recently registered with this practice and although I have not had to call upon the services of a doctor as yet the nurses and reception staff have been very helpful and friendly.
Receptionist rude and very inconsiderate. I’m not able to make any appointment. Constantly excuse with Coronavirus. Promise call back from the doctor and I did never receive one. Complain via email- complain procedures but never received any response from the practice manager. After 2 ignored emails my family looking for different surgery. You can not believe my frustration. Feel e- console and it’s saying to call the surgery. Called the surgery and the rude receptionist suggested that I’m stupid and I don’t know how to feel e-console. From yesterday waiting for doctors to call me
If you work it’s very hard to make appointments.  Everything is on the internet! E consult can not been done at any point in the day.  I have tried for 6 weeks now to just be told no appointments left ! It’s Spaulding!
Find it hard to get an actual face to face appointment, can phone at 8 am for appointment to be told a 8 03 all the appointments for that day have gone?  Sometimes all they can offer is a phone appointment how can you diagnose a condition without actually meeting a patient?  Very frustrating when your I'll.
I had a difficult situation regarding a controlled drug that I have to take. As I had recently moved into the area, my records had not been updated from my previous Rheumatologist. As this drug can only be prescribed by a Rheumatologist and my dosage had been increased around the time I moved, I was running short of tablets before going on holiday. The lady I spoke to on the Reception desk, was extremely helpful and went above and beyond to sort out the problem. She rang me later in the day to let me know that she had been able to speak to my previous Rheumatology team and update my records according. She also contacted one of the doctors to write me a prescription before I went on holiday. I was very grateful for the time it took for her to sort out the problem.
I Phoned for an appointment at 8am and was 6th in the queue. By 9am the same day, my Doctor had phoned me.  He made me an appointment with the Dermatologist and himself, the very next day.  Super speedy.After 4 years with another practice, and an unresolved condition, I am very pleased with Bushloe Surgery.  The results are, I am now able to manage my condition.
2 hours on hold. 2 weeks attempting to get appointment. None available. Call back everyday to be told the same thing. Went down and tried to book over the counter. Told to go home and phone again. This used to be a great practice but due to lack of drs and increased population togerher with lack of funding the surgery is now failing to provide adequate care. Something desperately needs to be done to improve this once brilliant practice.
I attended for a minor procedure, the service was efficient, time prompt and very caring. I was very impressed with the way the surgery was quiet and staff dealt with patients in their care.
Review:  I had my cervical smear today with one of your nurses. Her treatment was absolutely brilliant. She was friendly, warm, reassuring, gave me excellent info about how the screening process has changed since my last screen, what would happen depending on my result and when my next test would be due depending on my results.she completely put me at ease. I asked some questions about the HPV vaccination programme, how this was linked to changes and also what age my daughter will likely be offered the vaccine. She told me exactly what she was going to do before she did it, checked my consent at each stage in a really appropriate and natural way. She was so knowledgable, reassuring and professional. She told me I would get follow up texts about results and breast checking so again, I knew exactly what to expect. What an outstanding example of a nursing intervention. I am so grateful and hope the practice value what an excellent clinician they have in her. Thank you.
I’ve been on hold for 40 mins just to get my blood test results .. absolutely awful as receptionist answered then put me back on hold for 20 mins .. I work full time and can’t keep ringing to chase for results .. surgery need to get with the times and email results over when received and answer phones in a timely manner
I had very bad experience with the gp because I can’t take appointment Through the phone or from the gp Even the receptionist didn’t give me the appointment and always said we are full of capacity and go to walking center or A&E It was good to connect with doctor through ask my gp but I don’t know why they stop it and can’t do it any more I hope they will do ask my gp again is useful for us .
I had a really positive and helpful response to a complicated appointment query. I was treated with patience and consideration.
New changes to this surgery are a relief. It’s now accessible to the working person. Used to be difficult to get an appointment and there was no health promotion like general health checks relating to age . So much better
It would seem that I like many others will be shortly moving to another practice.The service from this practice is very poor. Appointments are difficult to get even when you use Ask my GP at 6:00 in the morning.My latest example is following a series of blood tests to identify why I have severe pain in my legs I had a text to say make an appointment. I did this via Ask my GP and the answer came back they were too busy to handle routine appointments.I called the surgery and asked for an appointment only to be told it was not possible. This now 1 month since I first consulted the doctor.There is no way to escalate a problem. In the meantime I continue in pain.This is just one example, many people have left this practice and many more complain about it but nothing improves. Such a shame.
I had a telephone consultation about managing pain. The GP was knowledgeable and practical.  I appreciated not having to sit in the surgery even though he was punctual and prompt. Thank you
Booking an appointment is by far the most impossible thing ever. I've had an infection for 2 weeks now, and been trying to get into contact for the past 3 days with probably 30+ calls. None have gone through. I either wait in the queue from the 10th position, get to about the 3rd, and am hung up on. If I do get to the 1st, I wait for 20 minutes without any idea if there's actually anyone on the other end of the line before giving up, redialling, and being 30th+. I have also requested a callback multiple times. Every single time, my phone rings for a second or two, I pick up, and I'm hung up on before I can say hello. When I called to ask what was going on and why this was happening, I got told that the person "doesn't know". My question then is who does??? If I don't know and they don't know why the service is so appalling then who does??? Maybe they can give some pointers. I've seriously just burst into tears because of how frustrating this all is. My throat hurts so badly I can't talk at all, I can't work, I can barely eat and drink. I need help. And this practice won't give it
I recently experienced a medical emergency, 111 recommended I see the GP, but I had Covid at the time so ended up speaking to the GP on the phone, she was efficient but caring, and correctly identified the issue and gave good, clear advise to go to A&E and about what I needed to tell them. I was glad for the thorough approach taken given it was over the phone, glad to be taken seriously and for the compassionate nature and approach of the GP.
Had a very negative experience with the reception staff last week, who not only were treating me as a silly person by asking me the same question in reply to all the questions I was asking them, who spoke with me in a rude manner and who put the phone down on me. Sad to see the "front house" of what used to be a GP I could recommend to people ruin all the previous experience. And also, they asked me if I wanted to have a doctor call back on Tuesday this week which I confirmed and unsurprisingly no one called. So much for empathy in the medical profession. very very sad.
Went for my flu jab today. Joined a queue which moved at a slow but steady pace around the way one system. Everything was well organised and ran smoothly.
My husband and I (76yrs) attended your clinic for our Covid Pfizer vaccinations on 13th January.  The whole procedure was excellent, well organised and perfectly executed.  All the NHS staff and volunteers were extremely helpful and kind throughout.  We were so impressed by the individual explanations and the smoothness of the whole exercise .  It was overwhelming and enormously encouraging after such a difficult period.  Please pass on our thanks to everyone.We are most grateful and appreciative.Rosemary and Gordon Hessey
I attended a Flu and Covid session today, greeted by happy smiling and genuinely helpful staff, they are so wonderful. With forms filled in in seconds we had our jabs and were back outside within minutes. I have been at this surgery for many years and always the staff act with care genuine sympathy and do all they can to make your experience as good as is possible.
I have tried for over a week to get an appointment or even to get in touch via the website. Every day it days there are no appointments and no on line consultations. Its an appalling situation. I went into the practice weeks ago to give a form in and there were no patients there! How do i get in touch. I may add the phone lines are always engaged.
Called for an appointment which was arranged promptly. Further appointment to discuss my results was also good, the doctor I spoke to explained my results clearly and also put my mind at ease about needing further treatment in the future and how to arrange this if I decided to go ahead. Very happy with the service provided.
Call number position 11 waited 20 minutes than cut off..rang again  positìon 22 waited 58 minutes  before finally getting through to a human and then got cut off...what is going on..does the receptionist know what they are doing..does anyone at Thursby care? Was a good practice once...
Husband went there today 8th November is sure he as ear infection aslots of ear problems in the past such as Mastoid operation. Told to have to phone in from home to make nurse appointment. Best to phone later on he is told phones open to 6.30 pm. No wonder the phone lines get blocked up due to all that are told to go home and phone in.Why could an appointment not be given to him whilst there? Now there will be loads in front of him. Makes you wonder why they bother to open at all could just conduct what poor service they offer by phone completely.
This Practice could be used as an example of how to vaccinate all patients in a safe and caring manner. They provide an outstanding service. I would recommend their safe vaccination methods to everyone
I have been with this practice for around 15 years and you always struggle to get appointments and they have made mistakes on around 25% of my interactions. These will range from mistakes on prescriptions and giving inaccurate information. This recent year, the biggest challenge is trying to arrange an appointment. Last attempt was 40mins to get through and around 3-4weeks for an appointment. They push you towards the ask my gp which would be great for a quick question. I used it to get a prescription and it notified me the task was complete. I went to get the prescription from the pharmacy and it wasn’t there. Another 30mins wait on the phone and they will look into it. A week and a half later, I received a phone call saying the prescription is ready to collect…. Anyway just had a look at using the ask my gp service again and now it’s restricted to a 2hr slot in the morning…. I do have a lot of empathy for the receptionists there as I can imagine they receive a lot of grief as a result of the poor service provision.
I hate leaving negative reviews but I have had enough with the poor access issues at this and Trent Meadows. I constantly get greeted with engaged tone, I cant book appointments online and I have ongoing medical issues that I just cant get resolved, with one potentially serious. For example this morning, possibly 40 to 50 attempts and its always the same. It puts you off trying and no doubt I am not the only person who feels the same way. I am one engaged tone away from contacting the CQC. I appreciate the strain the NHS is under, but they need to make strides to resolve access issues.
I have used this GP for 20 yrs. I am grateful for the care they have given my family but its now impossible to get to see anyone. You cant get through and they have a receptionist who is incredibly hostile. I have just had a precious appointment (still only phone) cancelled by TEXT with no rescheduling. I now have to go through the stress of trying to get an answer & having to talk to someone who sounds like she hates her job. I am very concerned that something very serious is going to go untreated because of this apparently inability to cope post lockdown. Where are the E consultations? Why is it so hard to talk to someone? Please do something about this.
Receptionists often sound short tempered and impatient. Getting an appointment is extremely difficult if you work and/or have kids. When you do an appointment it's at great inconvenience because you will need take a day off work, make alternative arrangements for school runs, etc. Very poor service unless you work from home, are unemployed or retired.
I had a minor biopsy does today at Canvey Island. I was advised that my GP would remove the 2 stitches that I have in 10 days. However staff informed me that they are not allowed to removed stitches and I have to go to Tilbury Hub in the evening as it is the only option. I did say that I do not like going out in the dark as I am a pensioner on my own but I was told there is no alternative. I am quite upset about this but it appears there is nothing I can do.
I am becoming more concerned that this practice might not actually have a doctor at all. Unless you get through at 8.01am there are no appointments available. For someone tech savvy the online ask my gp is a total nightmare. The poor receptionists might as well work as the out of hours switch board because thats the only place they can send people. About ready to report the GPs as missing persons
I phoned this surgery on two occasions to discuss a prescription for my toddler. It took 10 minutes to move from #3 in line to #1. I then waited 20 minutes until it became obvious that nobody was going to answer my call. U called back 15 minutes later and the result was exactly the same. They won't answer your important call but there are signs in the surgery telling you not to come into the reception.I understand the demands in the current circumstances but how can I go from #3 in the queue to # 1 in ten minutes but nobody takes the call when you get to #1 Totally unacceptable
I appreciate you cant get appointments at the moment,so have rang and spoken to the telephonists.Every time I have rang they have been extremely helpful ,nothing has been a bother for them.We are quick to complain but not to compliment,So thank you ladies,it is always nice to recognise a familiat voice.I for one appreciate your service
I am 82 with various health problems and completely unable to see my designated doctor. Follow ups on the various conditions I have are so piecemeal that I feel totally unsupported by this practice. I have been a patient here for 60 years and have never felt like this before.
Rang surgery 8am. After 26 attempts joined the phone queue. Waited in queue 30 mins, was then cut off. Tried again & eventually got through, but no phone apointments left for today. When i told receptionist I had already been in the queue but got cut off after 30 mins, she said “oh yes that does happen when a lot of people are trying to get through.” I was told to try again tomorrow, with no guarantee that I would have any better chance tomorrow and I really need antibiotics. Receptionist said there is a high demand for appointments. Why??? Its a shame that the service has gone downhill as I have been their patient for 37 years.
The attitude of staff and the organisation of patients was first class, even though at least some of them were nearing the end of a twelve hour shift. To maintain such a friendly welcoming attitude all that time is impressive, either that or they are really good actors :)
The flu clinic was excellently organised and I received my flu jab very quickly and with no fuss. All staff that I have dealt with have been extremely helpful and friendly.
Had a very good experience with the nurse who did my smear test. Going to her reassures me to go back every three years on time. Shes gentle, kind, and considerate. Cannot ask for more! In general all the doctors are very helpful, and efficient. You get seen quite quickly.The only thing I'd recommend is widening their catchment area to greater shooters hill as I want to recommend them to friends and family.
My husband has tried unsuccessfully to review his medication and blood test results with this surgery. This was advised by the GP. Contact is made with the receptionist who says they will message the GP. A text is then received to advise to do an e Consult or ring on the day. E consults are now only available during surgery opening times and even then availability is switched off on a regular basis. How do patients get a telephone consultation when they are working during surgery hours and have limited time to wait in an endless queue to be told no appointments available. What happened to being able to pre book even a few weeks ahead? This surgery has seriously gone down hill in providing an appointment service to enable patients to discuss their medical conditions and request a review. St Helens CCG will be informed of the short comings of this practice.
Without doubt you could not fault the service from this practice the reception staff and medical practitioners are extremely efficient this is reflected in their level of expertise of any medical problem that has arisen.
Reception staff needs to learn to be more professional and friendly at the same time. They seem very rude to talk to.
I today received my flu and covid injections. The service was very efficiently provided. I had only a very short wait before I was called into the consultation room.
I recently moved to the area and I feel lucky to have been accepted at this surgery. Lovely, friendly, professional staff and great communication. A very different experience to my last surgery.
Will not let me reorder my prescription meds as I need a review but I cannot contact the surgery for an appointment, phone busy so cuts you off and tells you to call later, this is continuous, tried using Ask my GP service but getting 404 error message. The systems re appointments or getting to speak to anyone on the phone are not patient friendly and for the benefit of the staff rather than the patients. Even the email service 'Ask my GP' , can only be accessed Mon to Fri 8.30am to 9.30am if you are able to actually log in. Service has been very poor for a while and problems started a long time before the Corona virus.
After phoning for 3 days at 8am to book a appointment while at work, waiting on the phone for over 30 mins each time, and being told they are all gone. went to walk in centre and on to hospital last night. Called again today for a doctors note. waited on phone for 20 mins to be told call tomorrow. Asked to talk to some one senior regarding  this situation and told callback will take 3 days which due to weekend means Tuesday next week. probably told tomorrow that all times gone again. NHS should stop paying these people, Doctors getting over £100k per year and you carn't see one
Phoned after doctor phoned me unable to respond as going for vaccine said call back .phoning surgery answer service no choices for for I want phone other number again no relevant choices gave up.
Made me feel very comfortable and was very reassuring throughout. Was nervous about it but made me feel as ease and was a lovely person.
Walked out after being told Not Our ProblemAfter Asking a QuestionTold to go to side EntrencePouring Rain no cover waiting for someone to answer, Answer phone, They need to go on a Human Awareness Course
A wonderful caring practice. I have been with this doctor surgery for more than 20 years and have always been given a very good service from everyone involved.
I’ve just recently left my other surgery as wasn’t able to ever get seen. Came here and the staff have been great. Thank you for elevating some of my anxiousness that I had due to not being able to speak to a dr. I’ve been a bit of a pain keep ringing several times but all calls have been dealt with. Great service by all staff. Thanks.
Had a telephone conversation with a gp about an on going issue, i felt listened to and gp was very compassionate. I think gp practices are very stretched with the demand but I was given plenty of time to talk and discuss how to proceed next. Highly recommend this surgery
I have been a patient with Spectrum since January 2022. So far I have not experienced any problem getting appointments. The people at reception are helpful and receptive. Medication is prescribed and reviewed efficiently. I have always been very satisfied with the treatment I receive at this Surgery.
Since undergoing new management, the firs have improved a lot. It’s now a lot easier to get an appointment with them. I used their new online system to book an appointment and received a call back within 1hour and had an appointment that same morning with a doctor.
Feeling unwell with a flare up of chronic condition I rang the Gp at 10.15 and explained to the friendly helpful receptionist my problem  I was offered a choice of a face to face appointment or a phone call . I was happy with  a  phone call . 10.35 the Gp had called me and a prescription organised . Excellent service and I must say every time I have had to call or do an online consultation for myself or a family member it has been excellent . I know that if I was really unwell there would be no issue getting to see a Gp . Well done HMG and keep up the good work
I would just like to say what an excellent practice you are from the ladies that answer the telephones to the lovely Doctor I saw today what an amazing lady. I always receive such good service from you as a practice.
When I eventually get through, the staff are very nice to talk to and friendly. However there is a major problem with the practice; it is hard to get through - when you do get through there are no appointments left. I always ring at 8 AM, because it usually is the best time to call. When I do get through, I am instructed to ring back tomorrow. It would help if their system was restructured to add different ways of communicating with them to make appointments, because with the current system, it is a nightmare to get through. It doesn't help when a new patient has this problem too, they shouldn't have to wait over a month to make an appointment. Especially when that person has kidney problems; I am annoyed about this because I have been watching her become more and more I'll with issues with her kidneys. The doctors are very good at their jobs and I would like to see my foster daughter experience the same as me, as I have been with Ashcroft for over 20 years
My wife and I have been members of this practice for over 50 years. Over that time we have used it for minor problems and more recently, each of us, for major problems. All of the staff and support staff have given us exceptional service and that includes the period of the Pandemic. We cannot thank these people enough for the service they have given us.
I got my smear test done on 17th June. It’s 13th July and still haven’t got my results. Even though I call them every week, noone is helping me. And if I got it done again (which I don’t want to, since it’s super uncomfortable), I have no trust that I’ll get the test results.
Completely unable to get an appointment even for a basic checkup.Staff are utterly useless - requiring a phone consultation for a blood sugar checkup, which will always require a physical appointment just delays the process by weeks.Outgoing phone systems don't work, multiple times they have claimed to have called me and have not received any missed calls or voicemails.
The receptionist on the phone was very helpful. I spoke to a doctor but my particular doctor was not available until the beginning of August!!!
Almost impossible to make an appointment by phone. Call on the stroke of 8.15 a.m. to be told there are too many ppl in the queue.  Call later for results and get put on hold for almost an hour with no answer.  Go in person with no resolution.  The gatekeepers and appointment system mean you can't actually get an appointment.  No system that allows discrete dropping off of samples.  Its just gets worse and worse.  To be fair the GPs are almost always sympathetic and proactive with the problem once you actually fight your way passed the front desk and the flu jab system was well organised.  Overall these guys really need more slack in the system with more premises or more staff.
Send out regular reminders...recent flu jab was well run ..no queuing....took only a few minutes....
I rang tonight to chase a prescription that was put in 7 days ago and still not at the chemist, I was on hold for 2hours and 1 min when I eventually got to position one and then it said my 'call could not be taken' and the call was cut off! This is absolutely appalling!
After 50+ attempts to get through to the surgery and being on the phone for an hour, my query wasn't dealt with, when asked the name of the person I was speaking with, they simply hanged up!!Appalling service!!!
Try getting a repeat prescription.  Its not possible.  They forget, ignore emails, and simply don't bother, preferring to blame the pharmacy. The web site doesn't work, I registered and am still waiting for the link, its been hours.  I tried to phone, but its engaged, has been all morning.If you do get through expect to be cut-off before you reach #1 in the queue.  Expect to spend around hour on hold, and even then don't expect to see any one, ever, best case is a call three to four weeks hence.  And you better make sure you pick up, they ring once and once only, you have three rings, then its gone, and you have start all over again.  We would go elsewhere if we could.
Getting an appointment has become difficult. I phoned in June and was told to call back tomorrow. When I did I was told I was number 22 on the list. I gave up. You should be able to talk to a receptionist at any time and your details taken. My daughters with Southgate surgery. She’s had no issues.
The vaccination site is clean and well organised and the staff are very kind and helpful.  I was pleasantly surprised to see each chair being wiped clean with a sanitiser as soon as the person sitting on it left.  The only downside was the printed list of people to be vaccinated: it should be in a digital format, which would speed up the search for their names as they come in one after another.
They gave me a really good service and support towards the months of progress. The dermatologist I had gave me a clear understanding of all of it.
Covid Vaccine day, nervous about the whole experience. Right from going into the Cathedral I relaxed immediately. Everyone was wearing masks however every person who I spoke to smiled with their eyes and we laughed.I was greeted by everyone before getting instructions. Whilst waiting in a very small queue I scanned the booths. Social distancing wS in force all the time. Cleaning was very thorough and communication be it verbal or through visuals was very clear.When it was my turn the first thing I was asked was about how I was feeling at that time and it was the last thing I was asked after the vaccine.Thank you to all the staff.
I placed a repeat order for my HRT only for it to be cancelled- apparently i needed a review (although no notice of this was given). I was given an afternoon appointment (no time specified) for 4 weeks later!! As I needed the prescription I needed to go to the surgery where they gave me a bridging prescription. This cost me £9.35 for one month supply instead of usual three months. On day of my appointment I missed the first phone call as I was putting my Granddaughter down for her nap so made sure phone was beside me for when Dr rang again. Unfortunately when Dr did ring again the call would not connect for some reason. I rang surgery  immediately to try to explain what had happened but was ninth in queue. When I eventually did get through I was told I would have to make another appointment. I asked if it was possible for Dr to ring me at the end of her appointments as she obviously now had one less but was told this was impossible.I find this totally unacceptable, I know Drs are busy but so are the rest of us. We don't all have the luxury of sitting by our phones for hours waiting for them to call.
Once again I’ve been left chasing this practice for a repeat prescription and left with out medication for over 36 hours after the prescription should of been sent back to the pharmacy I use and he’s the guy that sends my prescriptions in for me. And I literally have to bloody well beg the receptionist to help me out they don’t offer to do anything they’ve said in the past that they not received anything and I’ve stood in the pharmacy while he’s sent the repeat to them,I’ve also been told by the receptionist that’s it’s waiting to get signed.to be honest I’ve found then to be bloody rude and unprofessional.Also I’ve been cut off at times,I also had to book an appointment just to get to talk to a doctor just get this situation sorted out and waisted an appointment someone else may have need,but I’ve also been told told by a receptionist to book an appointment but I can’t have one for 2 weeks bearing in mind I’m out of the tablets I really need I’m now at the point again of finding a new surgery as this lot have lost the plot and are absolutely bloody useless they used to have great receptionists that were very helpful but not anymore it appears all the want is lots of patients on there books to make money but not do the job they are there for which is looking after the patients needs it a very shameful service they give unfortunately it’s not just the receptionists but it appears to be the doctors too.The amount of stress this surgery has cause me is unbelievable and I certainly would never recommend them too anyone I’d be too embarrassed as nowadays there service is seriously poor I wouldn’t even give it -10 I don’t think I could honestly rate it low enough it would be really interesting to see if anyone contacts me over these issues because it doesn’t appear that there really bothered wether there patients stay or go
Doctors are extremely helpful. Quick response to e form and doctor recommended a course of treatment for my care.
Waited almost an hour on phone to talk to someone to request a message left for doctor or practice nurse to enable a repeat weekly prescription to be upgraded to 3 weeks to enable elderly patient with dementia to be admitted to nursing home for care.  Receptionist is not able to even take a message beyond a vague promise of a callback ‘tomorrow’.  Unhelpful and overly difficult refusal to even assist in taking a note which would shortcut pressure on the doctor.  Certainly not the first experience of this nature at this practice - shockingly bad.
I phoned to see whether I could join the practice and the receptionist said I was in the catchment area.  However I said that I had run out of vital medication which includes blood thinners and heart medications.  The receptionist then stated that I would need to go to the hospital to get these medications.  I then asked if I could seek some clarification from the practice manager regarding the matters discussed.  Unfortunately the receptionist then  said that they were busy and that she would be terminating my call.
For a busy Monday morning I was really impressed with the speed at which I was dealt with. The telephone receptionist was very helpful and the medic who rang me caring and efficient. Sorted by 9.45... I couldn't ask for more. Thank you.
As usual, the staff on duty were very friendly and helpful, but there were a few problems first thing:1. The switch from an alphabetised system as previous meant that at the beginning of the session there were a lot more customers waiting than usual2. The switch back to the 3rd floor meant that initial queues stretched back through the lift lobby and back down the stairs to the second floor. I tried to explain this to the person on duty on the ground floor after my jabs, but he was still sending people to the third floor despite this. Previous years have been on the ground floor - this enables people to queue out of the door which would have been preferable, but obviously this can block access to the walk-in centre.3. Not sure whether previous year's vaccines have been specific to over 65 / under 65, but as the majority of the initial group were elderly, this caused a bit of a bottleneck.4. Number of stations - only appeared to be two, with another nurse giving pneumococcal vaccines.Despite these problems, I was still in and out in 20 minutes. My suspicion is that it may have quietened down over the rest of the clinic, but the change to inviting everyone at once, I think backfired a little bit this year.Having said that - thanks for looking after me!
I appreciate what the Doctor has done for me in all my times and appointments and various illnesses. My doctor is excellent.
Great service as needed blood tests from booking the appointment with the receptionist and speaking to the GP and going to the nurse for blood tests all ran smoothly. Well done Whickham Practice for your great staff .
Wednesday 14th of July I was given an appointment at the Chiltern Medical Centre after being assessed by phone, told to take a covid test and present myself within the hour.  The lead GP was kind, caring and incredibly thorough and arranged for numerous tests to be carried out. A blood test was arranged for the next day and the doctor said he would phone the following  day to advise me of the  outcome which he did.  Other tests were also arranged and appointments made. The care and  thoroughness I experienced was very reassuring and I feel confident that should I need to see the same doctor again my health problems will be sorted out.
Fantastic service from both the receptionist and GP.. I injured my back and had to go to A&E in Epsom on Monday 9th May in 2022. I was given only painkillers which did not help me throughout the night. I telephoned the GP the next morning and requested increased painkillers morphine as suggested by the hospital. The GP said he would like to see me before prescribing morphine. I cannot tell you what a fantastic and caring doctor he is, he examined me and discovered my back I was going through some sort of spasms he then prescribed the necessary medication to relieve the issue rather than painkillers to mask the issue he was very patient, understanding, caring and extremely helpful. Another great and caring person within the NHS. I believe so many times people are happy to provide negative feedback but will not take the opportunity to feedback when they’ve had such a fantastic experience I hope this will contribute to him in someway via his management chain.
I have been at this Medical Practice and had all my babies with their support. They have already treated us well.
My son was getting his booster jabs, the Dr/Nurse I had was amazing. She really handled the tears and situation well. I felt at ease and he loves the sticker!
This is not fit for purpose. I waited (as usual) for an hour to get through on the phone to be told there are no appointments today and all back tomorrow. Having advised I didn’t want an on the day appointment just to book whatever was next available I was told there is nothing until June. It is an absolute joke, basically I have no access to see a doctor.  What on earth is going on with this place??
My 80 year old father in law with possible covid or a chest infection called yesterday to speak to a GP and was asked to attend the surgery today at 8am to make a telephone appointment to speak to a Doctor. He does not drive and had to take the bus to the surgery and back to then sit and wait for the doctor to call. What if my father in law had collapsed on the bus, he has had several chest infections recently and suffers with asthma. This would of then been an emergency resulting in him being taken to hospital. When it should of just been a telephone call. GP surgeries should prioritise their elderly and vulnerable patients for telephone calls on the day they call and not make them go to the surgery the next morning to make a telephone appointment as this could be too late.
The nurse I saw was extremely caring and I feel went above and beyond for me. Not only was she professional with my health review she took a personal interest in my problems. I left feeling cared for and hopefully with the advice and support she has offered I will feel happier very soon. 😊
I don’t use gp service often but whenever I’ve needed to I’ve got through on the phone promptly (even over the last year!), they have always been friendly and helpful. Flu jab done yesterday, everyone was friendly and efficient. I feel fortunate to be registered at this practice.
Very responsive with call backs, use of website and app. Would recommend this surgery.
Can't get appointments. Three hours on the phone - always engaged. Never the same GP available if you can get an appointment. 3 week wait. Only extended hours telephone appointments available.I have a ruptured biceps tendon and nearly 2 weeks before a call. Visited Louth Physio Clinic for diagnosis and they wrote to Marisco. No acknowledgement
The visit was good the wait was dreadful- so long after my appointment. No communication and you start to worry if they have forgotten about you the dilemma of when to check with reception etc
3000 words isn’t enough. Absolutely terrible. Can’t get an appointment. I was booked in an appointment for FIVE WEEKS TIME and when I got to the surgery they told me it was a call with a clinician. I have been sick for 2 months and not seen a dr once. Just a few calls when they just say got to a&e or go urgent care. Then we wonder why the hospitals are full
My husband and I are really fed up with Saxonbrook, my test results have been sent from East Surrey hospital to my GP .....not arrived apparently and a referral for cataracts operations sent from opticians for my husband  ....not arrived apparently. We are fed up chasing back and forth to get these things sorted. That is just two of several things that have gone awry recently. What is happening?
I woke up vomiting and with a fever due to breast infection. My husband called for me and I had a call from the GP within a few hours. The GP was able to show kindness and concern over the phone, giving me advice via a link and checked I was happy to be treated over the phone. The pharmacy had my medication ready for my husband later that day. It all went perfect and I am feeling much better. I know other surgeries would not have helped and sent me to 111 or walk. We are so grateful to all the staff and management, keeping caring about your patients, thank you
I was contacted by text and booked my appointment online which was very easy. It was a very quick and efficient and everyone was very friendly and mad you feel at ease.
Attended on a Saturday morning for a flu jab. Loads of people also attending but it was so well organised the whole thing ran like clockwork. In & out in about 3 mins. Well done.
Lovely caring trainee GP.Longterm problem, still waiting hospital review 6 months on(not GP fault) however poor Solution  to my pain and plan to follow up when it took 84 attempts to get through due to restrictive appointment system for non urgent but long term issues
I have been with this practice since I was 19. I am now 62. It used to be absolutely brilliant, well run, friendly, and excellent clinical advice.Over the last 3years since a lot of the older doctors have retired it has really become so patient unfriendly. Impossible to get a face to face appointment or even a ring back. Took me one hour this morning to get through to be told nothing available not even a ring back. And that I had to try again tomorrow or go to the walk in centre or dial 111 after 6. Goodbye Porterbrook medical centre I will transfer as soon as I am able to. Such a shame after over 40 years.
We're now used to the online form asking you to self diagnose and also suggest your own treatment needed. It worries me if you don't know what's wrong with you. When I've put in an online query the call back is usually within 4 hours which is good. I am concerned for older people who would struggle if they don't have the internet as calling the practice is very inefficient. Think I've seen 1 GP here in the last 7 years so the normal is that we have to rely on a practice nurse diagnosis and that was pre COVID. Now the normal is a phone call from a practice nurse who I am guessing relies on your own diagnosis of the problem. I don't know if they're back to offering face to face appointments but there's a huge extension on the surgery now so hopefully the practice is making use of that
I’ve been with this surgery for over 20 years and I can’t fault them. They’ve always listened and offered care & support during this time. Even through the challenging times through COVID appointments were available. Keep up the good work!
I have been with this surgery many many years They have saved my life....literally!I find them helpful understanding ,  wonderful and  compassionate I will can't thank them enough
In our experience over the last 22 yrs, I can honestly say that overall the staff from reception, nurses and doctors are extremely caring and if urgent efficient.  There have been times when appts are already booked however I remind myself that there are many people with perhaps more urgent needs to require these appts also.  We are acutely aware that the doctors haven't finished their working day when the surgery closes, and my family for one are very happy with the service provided. My only negative would be when booking an appt we tell the receptionist the basic conditions requiring medical attention and if a telephone consultation, when the Dr calls we are asked how they can help and what the problem is. I would have thought that on booking, the receptionists input a brief summary of the issue to inform the Dr. Hence speeding up the consultation and not delaying the next appt. I have in the past recommended this practice to new residents, however there must be a limit as to how many patients a practice of this size can cope with. The Dr patient ratio must be extremely high now, I do not envy you your job as work/life balance must be out the window. From my family to your lovely team  thank you for your continued support I don't know how I would have coped with two elderly parents, one recently deceased without you all.
Ironically this website asks you to provide the date you visited this surgery, but that's the issue. You cannot actually get an appointment to see a GP there! Three days of wasted calls and am still no closer to being able to access a doctor. I guess Solihull Health Partnership are either happy to not deal with their patients or prefer for them to fill the waiting rooms of Accident &Emergency. Ever since Jacey Practice joined the Solihull Health Partnership the service has been completely hopeless. If you are in Solihull at this point I would recommend you try any other surgery before these.
Phoned with problem, doctor phoned back in 45 minutes. Within 90 minutes of my first call I was taking my first pill. Excellent  service well done doctor  on call.
I have an ongoing long term medical condition and need regular appointments/treatments at Marden as well as hospitals in Shrewsbury and London. This has taken its toll on me but with the help and support of several members of the team at Marden I feel I am being cared for extremely well and their dedication and customer service is exceptional. I am not able to name any persons in particular due to the rules of this site but they know who they are and I thank them dearly.
Not one for calling the doctors but tried calling this morning to make an appointment after being in a queue for 1hr it then cut me off, called back and again in a queue for 1 hr, I know that they are probably busy but they seriously need a phone system that actually works and not one that keeps cutting you off after being in a queue for 2 hours.  Would move if there was another surgery in my area.
Recently I have had no problems getting a appointment for the doctor I want to see and the receptionist had been extremely helpful
Reception don't know what to do with a referral from a NHS scan report. After a bit of guessing they decide a blood test might be called for.  Booked. Arrive ontime for the appointment and they're not there - on a 'course' or some such - "But we called you". Check phone: No msgs or even 'missed calls'.  Next possible appointment = 3+wks. Who knows if someone will be there? Experience says they don't..
I've had nothing but awful experiences with this practice. I've recently been diagnosed with long covid and have been trying to get help with this since April 2022. I first asked for a referral to a fatigue clinic, this took months of phone calls and chasing only for it to be done incorrectly 2 times.When I was finally seen by an external fatigue clinic they wrote to my GP to ask them to refer me to a long covid clinic. Again, the practice failed to do this and I had to chase on 4 separate occasions before they did anything with this. They only did something when I wrote a complaint to the surgery, before this, nothing.I'm now chasing them for an extension to my sick note but it's impossible to get through to them on the phone and then when you do they are rude. They always tell you what you're doing is wrong and you should make an appointment or they can't find your details.My condition makes doing things like this difficult and this practice only exacerbates my condition. I have to chase them to do things only for them to do it wrong. It's impossible to get an appointment. I'm often cut off when I get to the front of the call queue.I've been told to use their 'e-consult' service which is where you can send a message directly to the doctor for things like sick notes and prescriptions but this is ignored too.Unfortunately, I'm forced to use this practice as there are no alternatives I can reasonably travel to. If you have the choice, avoid them, you'll be better off for it.
I was recommended your surgery by a friend after being extremely unhappy with the service and care at my previous doctors.Since moving over to Park Medical centre, I have come across a number of members of the team both administrative and medical and I am overwhelmed by the kindness, professionalism and efficiency they’ve all shown. Your medical centre is the best I have ever come across in 15 years of living in London.I really just wanted to show my appreciation.
Your Review:  I have been with the Bodey Medical centre for years now, and this the first time I’m wanting to complain due to really bad and unhelpful service. I have found some locum doctors are extremely unprofessional and know nothing about health, it seems as if he have no time or patience to speak to the patient. He have no knowledge of his profession, he did not even want to investigate the cause of my pain just because I have depression that does not give him the right to wipe all other possibilities, I don’t want to discuss my personal life with no one I went to discuss my physical health problem not my mental health problem, I was in the wrong place with wrong doctor, meaning that I have to wait to have another appointment with our previous doctors who’s used to treat us with dignity, he did not even took time to see where I have the pain, I was not able to walk for three months and my pain pain get worse with time and he did not even refer me to X-ray, our practice used to be the best practice ever with old doctors but with them retiring the practice are run but most of the time by locum Gp who are not caring of their patients I am very disappointed and sad, I will not visit the practice again as I don’t want to feel worthless again, as a patient I need the right to have blood test to see whether I have arthritis, as a patient I have the right to X-ray to see any sign of diforming of the bones, having depression and other illnesses does not give an excuse for not having other illness I wish and hope our practice run by loving GP like olden time. Thank you
The Receptionist who took my call was understanding but did warn me I would have a very long wait to see the Dr - 30mins later I was on my way to A&E - in the present climate I do not feel that was a long wait and can't thank them enough.  Over  the past few months it has been necessary to call the surgery a number of times and every Receptionist that has dealt with my call has been kind and understanding as has the Drs can't thank them enough.
This is probably the 3rd time I have complained about not only Nicholstown Surgery, but the Solent GP Surgery as a hole. For nearly 3 days now, I have tried telephoning for an appointment for my wife. You just sit there and sit there for hours,and nothing. I have tried the NHS App to book it on line, but no, it's not working. It's a disgrace, so the easy option, is to get in my car, drive all the way to Nicholstown Surgery, and see then if I can get an appointment. But will the NHS pay for my petrol, no I don't think so. So the obvious option is to move to another Surgery. Can anybody out there recommend one?
The service provided by this practice is indescribably bad.  Trying to book an appointment is high on impossible and the response you get when complaining about it, is 'well the partners chose it.'  You either have to ring at 8am or logon at 6am or 7am.  If you work shifts that cover those hours obviously you won't be catered for. In the numerous times we have had to use the surgery it has never ever shown itself to be competent.
I was seen today after phoning this morning. The 2 nurses were incredibly caring and patient and finally after weeks of being in pain, I’m on the right medication. I can’t thank you enough.
Came with my wife for second AZ vaccine jab.  Brilliantly organised and painless experience.  We can’t thank the staff and volunteers enough.  You are simply brilliant and we are so very grateful to you all. Thanks again.
I have several serious health conditions that require ongoing care and impede my day to day functioning significantly. I thought they might qualify me for a COVID vaccine, so I messaged my GP about this. I was denied an appointment on the basis that I was not on an automated list of patients.I was told that was the criteria for eligibility. I was suspicious of the reason given, so out of curiosity I read up the specific government guidelines. I was very disheartened to have my suspicions confirmed: the guidelines featured no such narrow criteria, and in fact quite clearly included my conditions. I emailed my GP about this, but never received an answer.  The reason I felt like sharing this is because unfortunately it feels representative of my general experience with this practice. Too often it seems that the GP acts as a gatekeeper to medical care. Instead, I feel that the role should be that of a care provider that looks after me. I’m a member of a minority that statistically faces inequalities in healthcare provision. I often fear that I won’t receive the care I need, and therefore end up with worse health outcomes.
I had blood test couple of test came abnormal I’ve been told GP will call u.When she called all she gave me test results I asked for treatment all she she said I don’t know I asked for Medicines she replied there’s no medicine for this. All she was rushing. Not happy at all. Change if my Gp now.Don’t recommend to no one if u really love ur family and urself pls avoid this surgery.
This doctors surgery is so good that I enjoy being sick! Well, maybe that's a stretch but it really is good. As a diabetic, I feel like I'm in safe hands and the receptionists couldn't be more helpful. Thumbs up from me.
Hello. I visited the surgery today on a pre booked appointment and saw dr pham I think - room 15. She was fantastic. She listened and gave me time and was very thorough in her explanations. She forwarded me some literature to read and really made me feel in charge of my health. Thank you again. Mary parkes
We were seriously failed by the White house surgery in Folkestone and after a huge argument we were asked to leave which we did GLADLY. We have a seriously ill and disabled daughter who we have struggled to get care and support for, and the failing White house surgery actually made matters worse which had a seriously negative impact on my whole family. We cannot believe the support and the help we have already received from the Manor clinic and the care provided for my family is simply second to none. Follow up calls have always been met and they have chased up appointments and letters taking a huge weight from my shoulders. I would highly recommend this practice including all the lovely caring staff and doctors who help to run it. "Absolutely superb".
I had an appointment for me and my new baby on 23/03/22. This appointment had been brought forward a day due to my usual gp testing positive for coronavirus. My experience at the surgery was brilliant. The girl on the front desk was lovely and calm despite it being a busy day and her having to deal with some difficult queries in the time I was there. The gp I saw was equally brilliant. This was a check up post c section and she was really thorough, friendly and made me feel much more positive about my post surgery recovery. She also checked my baby over for a few things and again was really helpful and helped to put my mind at ease.
Very pleased by my latest visit for review and advice. This surgery has been my GP for many years. Many changes-but very pleased by courtesy and consideration shown by all staff-and impressed by cleanliness of interior. Thank you all involved.
the reception staff is very rude on the phone when we call them for my 4 year old daughter appointment who really need it .receptionist lady keep saying each say when i called ,no appointment left even i was the1- 2 caller on the que,donit understand we she was rude .really worst staff services ,hate it ,beside  listen patients problems ,shout on them.not accetable behaviour .
I have very elderly parents with no internet access. They are in need of medical help, but phoning the surgery is an impossible task. If, by some miracle, you get through, the receptionists are unhelpful, uncaring and unwilling to put themselves out to help. It's virtually impossible to see a doctor. I have been inside the surgery and been the only person there and heard the phone constantly ringing, but nobody answers it. Thankfully, we have district nurses visit and they are fantastic, but even they find it virtually impossible to get any satisfactory response from the GP surgery if they find the need to order antibiotics or other medication for my parents. Life is hard enough when you're old. Getting decent medical help in the 21st century, should be the least of their worries, but it's now become one of their main concerns.This practice is not fit for purpose.
Pre covid it was virtually impossible to get an appointment if you work for a living.Post covid just seems to be nothing more than a phone service geared to send you to A & E.Phone when it opens, wait in a queue only to be told no appointments, no phone appointments and to try again the following day.Next morning literally as soon as the clock strikes surgery opening time “just the same as above.”Day 3 even if just needing to arrange a fit note, repeat prescription etc “just the same as above.”Day 4 (must be a script for repeat callers) the “only” thing that changes is “if it’s that important why don’t you try A & E.Years ago it was a Surgery that catered for patients albeit difficult to get an appointment if you work for a living but now it feels like ringing a call centre if you want to waste your time getting nowhere.Rule of thumb these days. “avoid” & just go straight to A & E or any walk-in centre that is available to you.At least it’s a prime site if Morrisons want to extent their car park which is the only good side these days.
This surgery was once fantastic with long serving, knowledgable doctors but unfortunately has rapidly gone down hill.  The new phone triage system simply does not work and sees you have to give up a whole day of waiting around simply to speak to a GP, let alone hope to ever see one.  It is impossible to get any form of consistent care with a named GP and often the GPs available seem to lack the knowledge of the former, now retired doctors that once made this a good surgery.  The receptionist are often short and difficult to try and speak to. Certainly wouldn’t recommend this surgery to any new patients which is a shame as I once could not speak highly enough of Testvale.
I left a disappointed review the other day not expecting any feedback. I was however very mistaken.The next day I received a phone call from a very pleasant lady who was very apologetic and understanding and went out of her way to get my husband an earlier appointment and explain the situation at the surgery.I would like to express our sincere thanks to her and hopefully  there will be no reoccurrence of this situation
I have used my GP so many years. Always caring, on time and professional. I also changed my partner’s GP to be here. Thanks all doctors and nurses.
Can't get through on phone, message told to book via econsult.  However, econsult also not being available as the practice has removed it means that booking is impossible. It is only encouraging patients to have to unnecessarily go in person to the Health Centre which is exactly what they are trying to avoid.  The who system with Hanham Health feels very badly managed and frustrating.
After having a very serious illness in December 2019 followed by surgery in 2020, Drayton Surgery has kept can eye on me ever since with regular checks and keeping me informed throughout.
I don't recall her name, but my appointment was at 0830 on Thursday 24th November at Drayton Surgery. Because of the nature of the tests, I was a bit apprehensive. Your nurse put me completely at ease by describing in full what would happen and why. It helped that I was shown exactlu what to do and had positive comments after each of the 6 exhalations. I have already had my rssults back and am pleased that they were ok. Thank you.
I have only had good experiences here, particularly with the nursing staff who are consistently caring, so competent, reassuring and very calming. Thank you so much!
I have been with this practice in excess of 10 years and have moved my elderly parents here following their house move 3 years ago. I am often in contact with the Ailsworth Medical Centre because of their many health conditions, and I have always found all the staff to be understanding and caring and provide outstanding medical care. I have been able to both make appointments and receive more urgent call backs from a GP when my parents have been identified as having a significant health deterioration. In addition, the surgery’s dispensing pharmacist always goes above and beyond, both in patient care and awareness of medication. When my parents have needed non-stock medications , he has always either arranged for the quickest delivery fromanother stockist or arranged for a prescription collect from elsewhere - nothing is ever too much trouble, as he always puts patients first. The doctors have always investigated my parents’ health conditions and escalated to further scans / consultant referral when appropriate. I am confident that my parents receive the best possible care from the practice and am truely grateful.
Thanks again to all the staff & volunteers for my second jab - very efficient, just like the first jab I had here 9 weeks ago :)
went to Fitznells yesterday for Covid vaccine = so well organised. This was such a nice surprise - marshals on arrival, socially distanced queue well maintained by marshals, quick and easy check in, marshals inside, quick & easy vaccine, marshal to seat for 15mins wait after. Everything ran like a well -oiled machine and was a credit to all those involved in the process.
West Hampstead regularly provides an excellent service. The staff are kind, understanding and supportive and work hard to look after their patients. The online service has also made things more efficient and accessible. My husband and I feel very fortunate to be members of this practice. Thank you.
I met with the practice nurse yesterday and practice manager Nur.Nur has always been extremely helpful with every inquiry.The nurse was very understanding and caring regarding my issues. I think everyone is very helpful and co-operative in Julia Engwell health clinic.I would definitely recommend this to people.
The GP’s at the practice are absolutely brilliant. Most of them seem to genuinely care and they are always helpful and kind. I couldn’t speak highly enough of the GP’s here. However, the receptionists at the practice are horrendous. Many times I’ve been left in tears as a result of the way I’ve been spoken to by a member of the reception team. The practice make it very clear that aggression  towards their staff will not be tolerated, but what about when it’s their reception staff being aggressive? They go out of their way to make things difficult for you, they always have an attitude and are clearly unbothered. Please remember you are dealing with people who are unwell or in need of help.
It was all very efficient and well organised. This was for the winter flu jab. No long queues or waiting outside in the cold.
1. I suffer with mental health - cannot get An appointment with a female doctor 2. Requesting a letter from the doctor over housing as I have a child whom is classed as disabled and has more needs and can’t share with a vulnerable baby! Because my house is also full of damp n mould and get told one day they’ll request it, the next time I’m told they are told the 1 doctor who does them is too busy in vaccination Center’s dealing with Covid! Which Is not my fault get someone else to do the letter I cannot move into sufficient housing for me and my 2 kids without this letter and will just be stuck in the same rotten house and will not be offered anything else without it these just do not care yet if it was them they’d absolutely bend the rules ! That aren’t even rules my sons medical needs and normal needs cannot be met in this house and he has bad asthma and is having asthma attacks due to the dust - that he’s allergic to getting on his chest constantly! Which means he spends more time off school than in school!! All because they to lazy to do it! I was told if the gp couldn’t do it then one of the staff was going to do it!
We have recently moved to the neighbourhood and have been interacting with the Higham Hill medical centre via email and SMS. They replied to the messages promptly, were very quick to sign us up and immediately sent us link to sign up for the Covid-19 jab.
I have been with Avenue house since 1986! I have always had brilliant and very good professional treatment. The doctors and nurses are still brilliant and I am loath to go anywhere else! However since Covid the appointment system is terrible. I have been very patient in accepting to wait three weeks for a telephone appointment , to be followed up with a later call weeks later which led to a CT scan which I then had to wait for a further call. I am now waiting for a consultant but I’m the meantime as this consultant can’t see me until March or April I need to see a gp and was told first telephone call was one month on but had a face to face in three weeks! I am ringing for cancellations!! Although my problem is, I believe, not an emergency, it has quite an effect on my daily life. I am very saddened to see how Avenue house has become. But I will add again that the Doctors and nurses are excellent !! Please can the appointment system be re looked at.
I needed to get in touch with my Dr urgently for my elderly grandmother who is palliative. I spoke to one of the receptionists who passed my message on to the clinician. The same day the Dr called who was very friendly and took time to listen to my concerns. The Dr said they will follow up after a few days to check on things. I received a call back few days later. I was really happy that my grandmother's care was being looked after in the best way.
It is a nightmare to get through to make an appointment. Most of the reception staff have an awful attitude when speaking to you, this is exception to a couple who are lovely. I never got a reply from the e-consult so then had to ring and then didn’t receive the call back from doctor - took a week from initially contacting to actually speak to a doctor. It has always been bad but my last experience has been the worst ever!
I have tried to get an appointment on Tuesday and Thursday this week. When I finally got through to reception on Tuesday all appointments were gone and I was told to ring back on Thursday. I made at least 6 calls this morning from 8am before managing to get in the queue, finally got in the queue I was hanging on until 8.30 to get answered only to be told no appointments with the doctor I wanted to see. Patients should only have to make one call, this system of calling at 8am on the day is totally inadequate and costing patients unnecessary costs in numerous telephone calls. Why can't I make an appointment for tomorrow?
Always treated lovely at this practice from the reception staff right through to the doctor, today I had a steroid injection and the whole experience I was treated lovely
As a new patient, I needed assistance today not knowing what to expect from this surgery. Firstly the receptionist (who I got through to incredibly quickly) was warm, friendly and helpful, and even though I called mid morning I was offered a same day telephone appointment with a GP who was also brilliant. Given the current pressures I would have understood any delays but they were just excellent. I’m so pleased I was able to register with them when I moved here!
Have been a patient for 40years now and have seen many doctors all have been very helpful and have got me the treatment I needed for operations and indeed found the cancer I had,with speedy treatment I have defied all odds and now on the road to recovery, well done Posterngate keep up the good work , ps think the music too noisy maybe I'm too old for radio 5 classical would be far better.
When I told the receptionist my symptoms she consulted a Doctor who asked me to attend the surgery straight away. I was referred to a nurse for an ECG which was carried out immediately. The Dr then fully and patiently discussed the diagnosis and treatment with me. My prescription was immediately available. I was told what to do if certain symptoms appeared and was booked to see the Dr in 4 days time when I had another ECG and medication was reviewed. The medication is doing its job  I have a review in 2 weeks but know what to do if symptoms recur. I could not ask for better or speedier treatment. I am extremely grateful to all involved in providing such excellent care.
I recently moved to the area. I was so impressed with how proactive the surgery was in following up the previous care I had received and checking if I needed any onward referrals now I had moved. The dr I spoke with was kind, friendly and didn't make me feel rushed.
The practice opens at 7am. I ring at 9am (2 hours into the opening) on a Friday to book an appointment. I am 16th in the queue when I get on the line. I wait for 30 minutes, only to be told when a person speaks to me that all appointments for that day are booked, they do not book future appointments, and I have to ring again on Monday. This is completely ridiculous. What a total waste of my time that I had to take out from work; why not leave a message on the hold line to tell people all appointments for that day are booked? What are the receptionists going to be doing for the rest of the day if they are taking 16 calls at any one time and have nothing to offer people. Friday is my quiet work day and I can't just ring on the morning of any day to get an appointment, tell my boss 'I don't know how long the phone call will take, I don't know if it'll even get me an appointment, and I don't know if the appointment will be today'. I, like lots of other people, have to give others in my life some notice when I am not going to be available. Sort it out.
The practice has got me fully enthused into taking on diabetes. I’ve had encouragement access to information and the latest equipment. It’s been the personal aspect that’s been the most encouraging though.
very bad experience & difficult to make an appointment this new system patch , I think it's only On for an half hour then comes up with a message that it's fully booked try tomorrow. How can a senior citizen make an appointment who hasn't got a laptop/mobile or has no computer knowledge. On top of this so many question are being asked just to make an appointment. it will be helpful if we make a phone call and receptionist should just help . I don't think Patch system is good for senior and vulnerable peoples.Most of the surgeries still got the old system to make an appointment & it has been working nicely.
I have had 4 texts asking me to contact the surgery for an appointment but every time I do I get a message to hold on, first time I waited an hour went dead, second time half hour and gave up. This week cut off maybe they will call me this time instead of wasting mine with useless text
I've struggled with my mental health throughout University and the GPs at Bournbrook Varsity have continually supported me throughout. They have always treated me with kindness, compassion and understanding which has definitely had a positive impact on my recovery. The receptionists have always managed to fit me in for a same day appointment when I've needed to speak to someone and the app is great for requesting repeat prescriptions and booking appointments. Thank you Bournbrook Varsity!
My appointments have been first class at the Chevin Medical Practice. I feel very well looked after. The staff are friendly and make you feel comfortable even in appointments that aren’t comfortable. Thank you!
I have recently moved to the surgery and extremely pleased with the care and service I have received at my first appointment. The DR was extremely pleasant and supportive of my health conditions.
Had my flu jab this morning, my appointment was 09:16 however I joined a queue when I arrived at 09:10. I was seen to and left the surgery at 09:40.  It took 25 mins from start to finish, no complaints from me (although I heard a lot whilst in the queue) - all the staff are doing an amazing job - so thank you to them all and keep up the good work.
Went for my covid vaccine. Very quick and efficient, great process. Everything was clearly explained and set out. Was covid secure despite being busy. I was very impressed.
I have been visiting various Nurses in King George and Manor House Surgeries regularly for the last 2+ months and every time I leave I know that I’ve been well looked after and helped to resolve an issue that’s been a problem for a long time. Well done and thank you x
Have been registered with this practice for several years but thankfully not had a need to call them until now. Called to request an appointment this morning but the receptionist said all appointments for the week have gone and unless it’s urgent I need to ring again tomorrow. Receptionist didn’t ask my name or what the issue is.  I didn’t get the chance to ask what is urgent as the receptionist hung up.  I appreciate everyone is under pressure but there is no excuse for rudeness.
Thanks to reception and nurse team for helping me get a tetanus after standing on a nail. Great service!!
I think anyone moaning about waiting to get through on the phone to this practice should hang their heads in shame! They are managing the unmanageable because of covid! Our experience of this GP surgery (We have been there for nearly two years) is that it is absolutely superb. We would give it 5 Stars +. All the staff are all so kind and very caring; I have a daughter with a disability who has been really unwell since Covid, the practice has been a lifeline for us as we are still shielding her. They have sorted everything out in an instant, blood test, consultation, GP visits, they work around the clock to get medics delivered by such a kind and caring chap. The doctors are simply the best, they listen and are always gentle with my daughter, they always find a fast fix so my daughter is not left waiting and in pain. I can not tell you how good the pharmacy is, it's the best that we have ever been to.  Professionally run and drugs delivered PDQ. We count ourselves very lucky to belong to this practice, throughout Covid they have kept going, working through what is an impossible situation with no moans from the staff, they just help and support us. So please when you moan again about this practice, please put yourself in their shoes, and maybe try saying something positive instead, this is what keeps these people going; positive feedback from the patients, that they love and care about.
Very cordial staff, doctors thoroughly professional, excellent service.I would highly recommend this Surgery.
Hi there,I just want to say that I have been registered at the Palms Medical Centre for a very long time and overall I am very happy with it  The doctors genuinely care about their patients and go the extra mile.  The reception staff work so hard to support patients and are kind and polite.  I receive calls from the pharmacists to check and review my medication, and the nurse is so lovely.  It sounds like they are changing the phone system to improve the service so I can only speak as I find.  I would give it a very good and send a big thank you for all the help and support to myself and my family! 🙂
Requested a telephone call on Friday 28 October, despite having a text on Monday 31 October to book an appointment to discuss X-ray results, was texted today by surgery  for a telephone appointment 10 November. Am 76 and spent hours on phone. One, number 3 in queue for 40 mins. Was widowed last year and am having a bad time at the moment. How can the triage doctor decide to give me a telephone phone appointment 13 days later. I wanted to be referred to orthopaedics for the considerable pain I was experiencing in my right knee?
I am currently under the Lymphodema Clinic and am having to have dressings changed every other day at the practise, the treatment I am receiving from the doctors and nurses at the practise is second to none, they have adjusted the medication to that originally prescribed by the clinic, and I am pleased to say that after visiting the clinic yesterday they were full of praise for the initiative taken by the practise nurses and doctors, the clinic confirmed that the new treatment by the practise was certainly making a difference and to keep up the same treatment. Thanks must also go to the office staff in organising weekend treatment.
The team provide exemplary practice for outpatient well being management of hidden disability and overall healthcare. I appreciate the continuity and bedside manner and telephone consultation while also maintaining confidentiality and trust and giving enough choice and balance with GP’s guidelines about medication and self management. Thank you keyworkers as we enter the new normal from Lambeth Hope Not Hate and remain with Europe and rest of world.
A very efficient practice, who have been seeing patients all throughout the pandemic. All staff are friendly and compassionate and will always go out of their way to get the help you need.
What’s the point in having access to the online services when there are no appointments available? Call at 7am and told there are no appointments, it’s all over social media to use online services yet no appointments - shocking service
My partner and I did research before choosing this Surgery. All the people we have met in there are kind and helpful. The receptionists are very patient and give us good advice how to proceed. The nurse and the doctor we met are great.
1) The receptionists could be more friendly, helpful and understanding rather than being rude, obstructive and curt. I don’t know who they think they are but they are a service that we pay for and they should treat people how they would wish to be treated themselves.2) Why can you not be given a specific time when you have a doctors appointment by telephone? If you had a face to face you would be given a specific time so why is it different by telephone? I have to take a day off every time I need to talk to a doctor because of the type of work I do not allowing me to answer phone calls most of the day.
GP contacted me for a routine check up, had blood tests and BP, GO noticed high BP and asked me to provide BP readings for five days.GP is following me up after providing my BP.
7 year old son has a ear infection. Got seen on Thursday and given some spray and told to call and come back if it doesn’t clear up or gets worse. Tried twice today to get a appointment as he is in pain with it and was up most of the night crying and is now getting nose bleeds as well. Phoned in morning no appointments told to try again at 14:00 and got told no appointments and to try again tomorrow or take him to a&e. It doesn’t warrant going to a&e. Comes to something when your local gp surgery wont see a child in pain. Disgusting service will be moving the family to a different surgery as this has happened before.
Good staff and experienced being listened to. After call back saw a GP face to face. Good communication. Reception staff very friendly
My family has been part of this practice since a few years and of all the places i have seen, this by far, is one of the best. Appontments are always available, doctors at the practice are kind and willing to listen. On many occasions we have managed to secure an appointment later on in the day depending on how serious the matter is. If not we have been advised of what we can do instead of visiting the docs like going to the pharmacy. SystmOnline has proved to be such an easy way of ordering repeats and booking appointments. Staff are super helpful teaching the elders of my family how to use SystmOnline. Doctors are mindful of appointment time but also put you at ease during consultations. We are always told about ALL routes of treatment whether its medicated or not and given full control om the situation. I have never felt controlled at this surgery as i did at other surgeries. My feelings about my health have never been looked over, doctors and healtg professionals always validate my thoughts with further investigation of the problem presented.
Lots of admin errors.There is a danger these can edge into clinical areas.Recent examples include:1.closing triage before or just after its advertised opening times.This happens repeatedly,including today:22.3.22.2.quite frequent errors with repeat  prescriptions(eg missing 6 items on the last but one repeat script)3.rejecting medications which are due for (repeat)re-issue,citing problems with “nhs app”.This has happened twice in the last three months!4.when there is no or reduced (closed early)triage,asking me if it constitutes an urgent request for medical help or(today,22.3.22)an “emergency” request.I understood that gps were not emergency only services.I DO appreciate the pressures staff are under owing to covid-related issues:I would like to offer the constructive feedback that all admin systems are  CheckedMade more robustThanks
Recommended by my father, I registered with Bramcote Surgery a few weeks back. The working speed is absolutely rapid compared to all my previous surgeries. I got registered and received a GP appointment within one week. Usually, my appointments are either mostly late or occasionally on time. This is my first time ever to have appointments earlier than the time I booked. Doctors and nurses are certainly working efficiently and professionally.Everyone in the surgery is nice and friendly. Especially talking to the reception staff can make my day happy. I really love the fact that I can book my appointment slot myself online, which avoid the long waiting time on the telephone. Although, telephone access is relatively fast too. Also, I receive the latest update when services like Flu vaccine is available for me.Overall, I cannot find any improvements needed by this surgery. It is PERFECT and hopefully it will keep going as it is. 120% recommend it!
Having tried to make an appointment by ‘phone several times, I decided to do an ‘e consult’. I received a text informing me I’d get a telephone appointment in 2 weeks time! Really? The day before this telephone appointment, I received a text to inform me that the appointment had been postponed for yet another 2 weeks! This is totally unacceptable, I do not have the time or inclination to hang on the phone for over an hour so thought an e consult would save time and resources for those involved, how wrong was I? So now I shall have to go through the whole process of waiting on the phone to try to get an appointment again. Meanwhile suffering a great deal of pain and decreasing mobility.
I did have some issues getting through on the phone to make an appointment, however the GP I saw was very thorough.  I had an ECG, blood pressure review and several blood tests.  All the results were back within a few days.  The GP then saw me for a review.
Always an excellent Surgery. Helpful and professional. Reception staff are always attentive and try to find solutions. Over the years the medical staff have been consistently professional and caring.
Recently my baby was unwell and I was the panicked and over reacting Mum!I spoke to a GP on the phone who asked me to come in. Very thorough examination and also reassuring with great follow on advice.You aren't an emergency service so this level of service was excellent and very prompt, thank you for seeing her so quickly and putting my mind at ease.
Called to make either a face to face appointment or to get a GP call back appointment regarding my five year old son.  Has been referred to the incontinence clinic for a possible food allergy? Obviously this department can't help so months and months have been wasted. After waiting 15 minutes at around 17:00 I was told that I couldn't make any kind of appointment as their daily allocation of appointments had gone.  I said it wasn't urgent and I just needed something in the future.  This isn't possible though and I have to call in the morning.  With work and the children this is going to be a massive battle.  How can you not book an appointment in advance?
Phoned at 8:00 am told I was 29th in queue at 8:25 I was told I was 25th held on for 1hr and 25 minutes had to end call due to a other appt. Called in surgery that afternoon to try and arrange appt told by receptionist to phone in at 8:00 am next day. I said I would like a appt please as I had a painful and badly swollen knee and leg and that I had been on a plane Saturday so would like to see dr as I was a little bit concerned.She told me the next appt was July 19th or I could phone 111. Told her I had tried too call 111 but was told all the lines were busy blah blah. I'm sorry to complain because the Drs  and staff are nice but what is the problem with getting an appt patients cannot continually be told to phone at 8:00 am knowing it will be another futile phone call.
Missed phone call from surgery, so rang up, told to ring back later that day. Rang to be told no appointments for 4 weeks. Receptionists told me to ring for urgent appointment the following day. Rang and told my appointment wasnt marked urgent so couldnt have one. Left not knowing results of a scan and still in pain.
I’ve been trying to book an appt online (nhs app) and via telephone for my nana for at least two weeks now. She’s been struggling with her breathing since having covid a few months back. It always says no available appts on the app and regardless of que position on the phone  I’m always in the que on the phone for at least up to 30 minutes before I have to put the phone down and get back to work. Someone said if you ring at 8 you can get same day appts… this morning 19th in the que and no appts left told to call again tomorrow. This is the UK in 2022. How can this be right? We’re paying for this and about to pay more when the national insurance goes up! It’s not right at all. Hire more doctors or nurses! That’s what we pay for!
Receptionist very friendly, booked me a call with Dr, I then found Dr very helpful and supportive over my needs. Thank you.
I have never used a more frustrating GP. Impossible to get through on the phone, I can count over half a dozen times I've spent more than an hour on hold and still not been put through to someone.I called a week ago and was offered a phone consultation first but was given a four hour window. I missed the call and called back a minute later, and as I type now I have been on hold for 50 minutes and still caller number four. It's absurd!
My review, as with many others, pertains to the reception staff and phone system. I've generally been happy with the doctors here, though I've not seen one in months and now dread the thought of calling for an appointment even if I were unwell, any call now takes minimum of an hour waiting on hold before getting through to someone. They can blame Covid all they want, but 2 years on that's getting a bit tired and personally I noticed the service diminish not at the height of Covid but rather around the time they did an office refurb, put in a new (often faulty) phone system and hired some new (rude and unhelpful) receptionists. They also no longer bother replying to emails, it seems they don't even bother checking the practice emails anymore. The last two times I've needed a repeat prescription filled, it's slipped through the cracks on their end, leaving me to scramble last minute to get the medication which I had requested via email a week earlier. I'm currently pregnant with my first child and now feel an urgent need to switch practices, as doing something as simple as even trying to make medical appointments now feels like an impossible task at this practice. The Petersfield's lazy and generic response here to people who post anonymously cements in my mind their lack of interest or intention to improve. Given the flood of negative reviews, anonymous or not, the issue clearly lies with the practice and not the patients.
If I could give them lower, I really would I’m not one for complaining but before covid they where amazing since then it has been a night mare trying to get a appointment calling at 8am everyday to be told sorry there’s no more phone appointments, try again the next day , tried to call back system and they don’t get back to you till 1pm  I expressed my mental well being because I feel helpless and ask for a call back of the manager 3 weeks ago? nothing since, called to speak to a doctor about a on going problem Parms me off to call the Secretary as apparently he can’t chase for referrals  and was given a dud number that doesn't even work! Honestly lost all faith in this practice , receptionists are rude and ill-mannered there is only a few doctors there that make it worth staying but some of them are pure lazy and also rude and clearly can’t be bothered, johns surgery has definitely  lowered there customer care in my eyes, never a good impression when you first call.
Length of time waiting on the phone and for getting appointments needs improving, also being able to book appointments through patient access would be beneficial
I am having vary bad experiences, when I call they put on position10, then when is your turn they just hang the phone, today is saying line is busy try another time and hang the phone. The auto voice call say register on patien access to repeat medication more easily but when you talk to reception they say no you Don't need that, after you speak to them for your needs they even forget to speak to the doctor, and even doctors tells you something and do something else, I am saying because my father is a stroke patient and he is disable so he needs attention. Doctor said that he will refer to someone for therapy but it's been 3 months no sign of letter or anything,  some receptionist gives you wrong info as well. Please NHS do something for this GP, and definitely they need more STAFF BUT WITH VERY GOOD knowledge for the GP.
I have never had poor service from any medical surgery in the past but this surgery is the best, yet. The receptionists are always calm, kind and helpful and the doctors are so diligent and thorough. Even throughout this period of the pandemic, follow-up calls after tests from doctors have been frequent and fast, ensuring that no stone is left un-turned, to ensure that I have received the treatment needed. I can only praise the service from this surgery.
Left on hold for 1.5hrs for just a prescription query. Getting an appointment means being on hold for over an hour each day and then being told there are no appointments. For working people this means no access to GP services. Have been trying to get an appointment for over two weeks with no luck. The system is broken. This surgery is not able to provide even a basic service.
When you call it's a 2 hour hold, then you get to number one and they cut you off.Very rude receptionist when you finally get through.Then you get told that you do need an appointment but we can't give you one, try again in 2-3 weeks.
I've been with this practice for 5 years now and reception staff, nurses and doctors have always been great both with me and my little ones. Nurses in particular are so good with baby and preschool jabs. You do have to stay on hold for a bit if you call up first thing for an on-the-day appointment but I've always got one if I've called up bang on 8 when they open.
I have been with this GP surgery for a number of years but since the covid19 lockdowns this surgery has drastically gone down hill. The reception staff used to be polite and helpful but they are now anything but. Services at the practice still haven't returned to normal and this is effecting the care received.Pretty poor considering this used to be an amazing GP Surgery
Five different days of ringing for appointment. Gave up each time after their phone hangs up on me. It's been two years since my last medication review, its highly negligent of this surgery. I have to take a combination of important medication but they really don't care about patients welfare. Don't bother ringing this surgery, save yourself time and just head straight to accident and emergency.
Used this service twice While was going through dvHelp to find me support in the community. Regular calls, useful help. Away from medication giving
When I call to book an appointment they keep saying to call the day after or in the afternoon (or to get a visit in 3 weeks). This happened 3 days in a row and I still cannot book my visit. This is frustrating and not professional. I need to rely on my GP when I have a health problem and not to be forced to call 111 or to go to another clinic to get visited within a reasonable time. I am going to change my GP clinic now.
Wonderful practice with walk in appointments every weekday morning, great selection of doctors with good turnaround on prescriptions. Polite and efficient reception staff.. People critical of this wonderful facility have clearly never lived in a city with many week wait for appointment by a doctor you’ve never met..Lucky to have the surgery in our village.
Very good GPs, friendly helpful staff, easy to contact and extremely efficient practice.  Really pleased my wife and I signed up with them when we moved into the area!
Have a great experience of this surgery and the staff. Have had no problems getting appointments and gave to face is no issue.Happy with the receptionists too
Very difficult to even speak to staff at this practice. After phoning continuously and remaining in a queue having a message saying they are very busy I decided to pay a visit. Surprise surprise no one in the waiting room. No one in reception! I was noticed by two staff working in the prescription room but ignored. Then as I picked my mobile phone up to phone them the receptionists wandered in. Terrible.
For 3 days in a row I have phoned up at 8.30 and been on hold for 1 hour each time to be told there are no appointments available, I give up all that is required is a quick phone call with a doctor to increase dose of blood pressure.
No problems & the nurse was most helpful about other tests. There was a medical student in attendance so hopefully he was able to learn about blood taking.
I have been so impressed with the level of care and attentiveness I received from the nurses at Akerman Medical Practice and Lambeth Hubs, especially from my primary nurse at Akerman. I had an open wound which required daily visits to a nurse to clean and apply new dressing. At first, I was a bit wary as I hadn't had much experience with Akerman, but I soon felt very well looked-after. With my primary nurse, in particular, I could tell she really cared about how my wound was healing. I tend to ask a lot of questions, yet I was always provided with reassuring and detailed responses. I feel very fortunate to have received the care I did from such wonderful health care professionals. Also, I want to give a big shout out to the awesome reception staff who were so lovely and patient with me. Thank you for making my medical ordeal a lot more bearable.
I am seriously considering writing a formal complaint letter because of the treatment that I received today from one of the receptionists who called me “hysterical” on the phone when I was desperately trying to get some help to get the prescription for my child after a mistake made in the Center.At the end everything was sorted and I was helped, although I never received an apology or a “sorry” for the trouble caused, but this is ok, I wasn’t expecting something like that. Until this point I was cool because I understand that mistakes happen sometimes. What I did not expect was that on top of the trouble that I experienced today, instead of an apology I would be an insulted. After my problem was sorted for a different member of the staff, I received a second call where I was literally told “The prescription has gone through. Next time do not get hysterical!”  What kind of call was that?? I couldn’t believe it! I felt extremely offended. When I spoke to this person through the phone the first time I got desperate because I was told “We will call you back” I just needed to know if that call would take minutes or hours! I just tried to make her understand why it was an urgent situation for me. I never insulted her, used abusive language or disrespect her in any way. I just needed help. Did I deserve this? Is this a professional way to deal with patients' queries?? I think this behavior is unacceptable from an NHS staff member and affects the image of the whole institution. Reading  the reviews I realized that this is not a punctual incident but a normalized behavior. It looks like it is absolutely tolerated by the responsible team of this Center as it hasn't been addressed yet despite the complaints. Is disappointing. Kennington Health Center patients do not deserve this.
Being trying to get appointment but only to find out this to be impossible. No real persons over the phone only automated system what is just telling you no appointments available. Terrible!
phoned at 8am. 6th in queue.  10 -15  mins to speak. Booked appointment.  Dr phoned at 9:05. Spoke 5 minutes wanted to seem me. Appointment  at 9:20. Seen and done 9 :45. How quick was that. Very pleased well done all concerned.
This matter concerns Thursday the 10th November and Friday 11th November 2022.Further to my last review on Thursday 10th November (posted)My wife received a phone call eventually from a nurse. Who stated that my wife needed a more powerful inhaler for her copd condition. The nurse stated that she would get issued two prescriptions and my wife would be able to pick from the pharmacy located next door on Friday the 11th November.We went to the pharmacy who had only received one prescription for pill and capsule medication, they had not received the prescription for the inhaler that she actually needs.We phoned Eaton Woods, the person on reception said oh that’s strange please come down and I will get you another. We were there within 5 minutes.Question is how did she manage to get a doctor to issue another one so quickly.My guess is the nurse forgot to send the actual needed prescription to the pharmacy.Of course due to this inhaler being more powerful, the pharmacy has to order in. Hopefully should get it on Monday 14th.So in summary this practice can not get the basic’s right.Also we are registered via the Nsh app for online services. Yet when trying to book appointment’s it always states no available appointments . Now maybe we are using it wrongly, but we always manage to order repeat prescriptions with now problem.Very poor with high ineptitude for the basic, with at times a complete lack of compassion.
I recently called the surgery with three related questions/requests expecting to have to wait for a doctor to call back. Instead the reception team member resolved all three items, over the phone, in a friendly, speedy and professional manner, saving the over-worked GP time and allowing me to get on with life. A great service.
I recently had a medical issue.  On phoning the surgery, and explaining my issue, asking for a doctor's appointment, I was seen the same day.  The resulting appointments were made without delay, with hospital appointment within 3 weeks.  Excellent service from this practice for the 2nd time on an important medical issue.
Have been waiting for a referal since December 2021. Ringing continually doctor does not get back to me and has not done an urgent referal still. Very poor
Ref. Appointments with Dr Jason. Initial appointment was a phone consultation where I felt my needs were listened to and met.  I then had a face to face follow up and was treated with utmost respect, listened to, he was current in his understanding and understood my condition. It would be great to see Dr Jason stay at this practice.  If felt like care I would receive from our family Dr in my younger days.  I absolutely appreciate the level of care I have received.  Thank you
I can’t believe the rudeness of the staff, especially during covid times. #BEKIND? got the phone put down on me by my own doctor and 0 help from start to end of conversation. Definitely time to register at new GP
Very helpful in the end when you get to speak to someone.  Sometimes the receptionist can be a bit annoying and rude how she speaks to you, but we all have bad days.
Excellent service - calls are answered and returned, I have been seen in person at short notice, doctors have called me with results (rather than me chasing) and I have had good consultations.
Had my first and second covid vaccine, really friendly and relaxed staff they  did an amazing job to make you feel safe and well looked after. Explained any side effects you might have and what to do, great service
Visited the surgery for my covid vaccination today and couldn't have been more impressed by the efficiency of the staff and procedures. Excellent.
Always struggle to get to speak to someone, let alone a GP, very different from my mother's surgery.Latest attempt to get through ended in being cut off as "they're busy"! What about a queueing system??
I have been trying to get an appointment  for two weeks by phone.And unable to get in contact it's like the phone has been unplugged.
I wondered about how the Triage service would work in practice and I was not disappointed.I have used the Health center twice recently and on both occasions I have had responses on the same day and appointments within 24 and 36 hours.The reception staff were excellent and the medical staff very reassuring.Nothing but praise from me.
The Dr's are always pleasant and professional and always want to help. The online service has been a massive help to me to get the support I need around my work schedule. This would benefit my wife too, but unsure how she signs up for it.
receptionists extremely efficient and helpful.  Never had a problem getting appointment.  Had dealings after a fall last year and they arranged a bone density scan .   Get a review every year with practice nurse for blood pressure, diabetes check etc. and repeat prescriptions sent to chemist.  All in all an important asset to the community.
For the past two years this GP has fallen apart. There are no consistent doctors who stay at the practice which as a patient you can not build any sort of relationship. In addition, you have to go through a very long online e-consultation form which can be answer up to 2 working days. When the doctor does respond back it’s from a phone call or a text message. There is no face to face communication what so ever. At times the doctors send out a web link from the internet which you can just access your self with information of the symptoms you are experiencing. The doctors who are at the GP are just newly qualified and how no experience towards the way they communicate with patience. There is always someone new at the receptionist and 90% of the time have no clue about things and give out wrong information. The practice as a whole has lost its value and trust from its patience’s who have been with this GP for years. I would not recommend this GP to anyone, it is so bad that I have now registered to a new GP.
I was not able to see a GP or have a telephone appointment was told no appointments available on the day or anytime in the future and no emergency appointments.No offer of speaking to Nurse Practitioner or the Practice Nurse.Offered a Hub appointment on the telephone which was in  Eltham ,I don’t live in Eltham.If I required a prescription would have to go to Eltham to pick up as I believe no access to electronic prescriptions.This was my  experience in April when went to Thames Reach which is a short walk from our house.I realise the past year has been difficult due to the Pandemic,I feel as patient of  30 years in  this Practice has let me down immensely.I have emailed twice to the Practice as I had similar incident in April at Easter.No response to any of my emails.There is no Footfall on the Practice website this is available for all GP Surgeries in Greenwich.Why do Bannockburn have this facility on the website.
Covid pressures or an excuse for poor performance? (to be honest, this medical centre has been going downhill since the partners left about two years ago).I'm not in any vulnerable category but after dealing with Moredon Med Centre, I was certainly left feeling it.I really worry for the truly vulnerable. The doctors are great but the demeanour of the reception staff is not good. One in particular, thinks she has the right to be rude and question patients' authenticity which is truly appalling - 'Zero Tolerance' is a two-way street. She has forgotten she is the first line of a care system for people who are looking for help. I wonder the effect she has had on more vulnerable people? How on earth are the elderly, ethnic minorities who speak little English, mentally ill or young and inexperienced patients coping with this dreadful system and unhelpful 'face' of Moredon Medical Centre? Special, caring people work for the NHS, not angry, suspicious and unprofessional people. I'm over my anger now and just sad - sad that you are alienating so many people when you should be reaching out to them. :(
Trying to get an appointment with gp. I need to speak to my gp urgently but have to wait since 24th for medical help.  The only call back they have is 16th ...... long wait for serious medical problems .tried to book online . The team just send back a message saying we are aware you are booked on 16th..... havnt even assessed medical photos .
After a decade + of fantastic care from the GP's Nurses and reception staff I am now leaving due to the Pharmacists  "God" like attitude. I understand that these were put in place to relieve the pressure off the GP’s but at the very least they need a course on Patient care and how to treat patients with respect, dignity and understanding instead of the power crazy attitude they have. Rude disrespectful and lacking any compassion. Thank you to the other staff members who are doing an amazing job there.
Needed an urgent review of my health condition. Very proffesional and through management.Got all my investigations done in time and were also acted upon in time. Very happy with the services in the practice. .............................................................................
The first time I have been to this surgery, I was made to feel welcome and the doctor was extremely good at listening and giving good advice. I am pleased I chose this surgery.
I was really impressed with the service I got today when booking an appointment via econsult. Placed a request at 8am I got a call from a GP at 2pm, brought in for a face to face at 4pm and no waiting in the waiting room!Surgery clean and calm, GP very professional and empathetic.Very satisfied. Thank you to all at the surgery for all you do, despite being so stretched.
The triage system doesn't work for people whose working hours don't fit the practice. You can't book a time for call when you are available but are encouraged to call to get an urgent call, anyone who has designed processes knows that planning ahead is the key to a well organised system, last minute emergency demands create disruption. Unnecessarily bureaucratic, as an example my wife can't speak on my/my daughter's behalf just to get an appointment for an issue.Also, putting the clinical judgement of what is urgent into patients hands makes no sense in all cases.  It just feels like you're playing percentages with people's health using this approach. I understand the triage system, but on occassion is isn't appropriate or feasible so there needs to be an exception process. One size does not always fit all. At the moment there is a distinct lack of pragmatism applied to the running of the practice.An age old concern is being forced to discuss medical issues with unqualified receptionists to try and get an appointment, they're not qualified, their medical opinion has absolutely zero value, their only concern should be "does this person feel they are in need of medical attention" if the answer is yes, they should be doing their work to get them one. If you have time wasters, put a process in for those individuals, don't assume we're all time wasters... as an almost 50 year old man, I am well able to know what I do and don't need.
I’ve always found the staff here extremely helpful till today when trying to order a prescription.  First time I rang  I was told I couldn’t order because it was lunchtime!! Felt like I was getting told off .  I rang while I was on my lunch !! Second time I rang I was told I couldn’t order on a Monday anymore because they were busy.  I said I didn’t know that for her to say “that’s why I’ve told you !!! I will order it this time”.  I said we aren’t allowed to come in otherwise I would have popped it in their prescription box.  I was then told it’s because we want people to order online!! She then went on to say you couldn’t have ordered this online because it’s not repeat.  I felt both times I rang they were quite rude.  This upset me as I have always said they are lovely approachable staff there but I certainly don’t feel like that now !!
I spoke to reception regarding my symptoms and was called in later that day (told them I was unable to keep my head up and was nauseous). They told me to come in for a certain time which I was absolutely fine with - for them to then sit me in a waiting room for 40 minutes which made me more uncomfortable. I walked out and received a phone call asking why I left so I explained the situation and said “I no longer wish to use your practise or speak to any of your doctors” and they continued to ask me “what my symptoms were” and continuously pestering me - would not recommend - very unpleasant and uncomfortable experience for doctors who are suppose to do the opposite.
I have been a patient at Canberra surgery for 3 years and have always been happy with the service they provide. The doctors are helpful and the staff at the reception desk go the extra mile to help with any queries. A really nice surgery
Great practice with amazing staff my life would be extremely difficult without the 100% care and dedication the staff give to every patient thankyou to every member of staff for all the hard work yous put in
The phlebotomist was patient, gentle and professional. Phoned the reception line in 10 mins went from 24 to 22 in the queue, happened to walk past, went to the GP practice floor to see receptionists shuffling paper. Know idea who was answering the phones!  Wanted to speak with practice manager regarding query I had about my intended care which according to NICE was a deviation. Needless to say still awaiting call from practice manager, apparently meetings can last the whole day!
Spent 35 minutes in a queue to speak to someone. Finally got through only to be told it would take 11 days until we could get a telephone appointment to get blood test results. When we tried explaining to the receptionist that the dates she had given us were no good because we had a hospital appointments she became a very unhelpful and awkward.
In the past year this surgery has provided to myself and my mother absolutely excellent service. Calls are answered swiftly, the staff are really caring and friendly, nothing is too much trouble, and no long waits for an appointment. They always call back if they have a cancellation. They are providing an excellent covid/flu vaccination service. They are thorough, organised and professional.  I’m not one to normally leave a review but I believe this is so very well deserved. I am more than impressed! One of the best family practices in the area!
I have been unhappy with this surgery for a long time now. But have continued putting up with their  bad service. I have, many times tried to get urgent! appointments each time, I was told to go to the walk in centre. On both occasions... On these particular times I ended up in A-E department. I was in total back spasm, and put on morphine and diasapan, the second time round.   All within 2 weeks of asking for appointments. The staff on reception are so unsupported, and uncaring. I was actually in tears when I rang, explaining how much pain I was in. They weren't interested. Nothing they could do, no appointments was the answer. I had to get my partner from work to take me to A-E. I know that the manger of this surgery is going to excuse this behaviour, as I have noticed on your reviews, that the manager will not except any  complaints. Which is wrong. The complaints need addressing, not justified.Just to add. Your reception staff need a lesson in compassion. and obviously a new manager needed. Sorry! I could go on complaining about various issues. Within this surgery. But I will leave it there. I am looking elsewhere for a surgery that cares about their patients, and thier needs. I have been in this surgery for over 30 years, and it is going down hill year by year. Shame.
At 8:30 this morning I messaged Tregenna, via the online service, about a problem I have been having. By 2:00pm I had a call from Wythenshawe Hospital to arrange a CT scan at 8:00am on Wednesday, immediately followed by an appointment with a specialist in the NW Lung Centre.Once again I am reminded of what a privilege it is to have our fabulous NHS there for us when we need it.
Finally implemented an online booking system (klinik) recently. Pretty awful system though. Both myself and my wife have had blood tests recently and the app does not let you select options like "book a call to discuss blood test" and there is no option to select a time, you just get randomly assigned an appointment and have to call to rearrange!!! Every time I've physical just showed up at the surgery, there's never any patients waiting. I can only assume that almost every appointment is phone and even getting one of those requires you to pick symptoms on the online form that are the closest thing to the condition you are experiencing as you're forced to pick from a limited list of options that are not always relevant.
This is been going on since December all I wanted was a medical sick note to provide to my employer for the time I had off over Christmas with covid there was no pcr test available and I was too unwell to get to a test centre if I can not provide a sick note I will not get paid which will leave me in financial distress and hard ship
The Phlebotomist is *Amazing*! I have had so many bad experiences in the past with needles and samples, but she is so skilled I barely noticed a thing. The appointment was early, all the staff were pleasant. Dare I say I wouldn't mind having another test if needed!
I have always had good care from the GPs at Sherwood House Medical Practice, but recently, in particular, I have been wonderfully supported by them through a difficult period of bereavement. Their willingness to really listen, their understanding and compassion has been a huge support to me and has really helped me through this worst of times. I can't thank the GPs enough.
Wait 40minutes to for someone to pick up. The advice / instructions listed on the website are incorrect. Ask a simple questions and they simply fob you off. Clearly people are calling for a reason / concern and the reception staff (on this occasion) couldn't care less. Classic case of 'computer says no' mentality.
Both Reception Staff and Doctors are friendly and efficient. Even without the current situation I couldn’t be more pleased, impressed and humbled by the commitment to patients. Highly recommend!
My family needed the services of this practice twice this week. My 100 ywar old Ma-in-law was visited at homewithin 3 hours of me contacting the surgery. My granddaughter was seen at the surgery within 5 hours of contact. Both were treated with respect and time was found to treat both patients in a friendly manner. Very against what the media are trying to 'tell us'
Excellent service received Email sent to surgery for an electronic prescription for an item required by medical dispensing provider Prescription Team issued prescription same day and the items are being sent tomorrow Also received 5th covid injection and flu injection a week ago and again a very well organised system So thank you to all the Doctors, Prescription Team and staff members at the surgery your help is much appreciated
In extreme pain and unable to get an appointment, called at 8:15am then told fully booked for that day. Happens everytime I need an appointment. Will have to go to A&E. This practice is not fit for purpose.
I have been registered as a patient here for the last five years, and can state that everything about the service is really good, prompt appointments, ease of repeat prescription, great communicating. I especially like the interaction with the friendly staff. Second to none.
This gp is the worst gp I've ever experienced in all my life. Most receptionists are extremely rude, unhelpful and show no desire to be kind or considerate whatsoever which is extremely discouraging considering when contacting a gp for help. This is based on if you actually manage to get through, as 90% of the time there's at least an hour queue on the telephone then all appointments are gone. If you require blood, well good luck - all appointments for blood are atleast a 3 week wait, meaning by the time results are back it has already been 1 month since your problems began. If you aren't expecting a call from the gp and they ring you, but you miss it due to being at work for example, they then tell you to ring back at 8am to book a phone call appointment for an appointment you weren't even expecting nor planned. The gp all in all is terrible and I wouldn't wish it on my worst enemy.
Respecting the considerable pressures of COVID, this practise is very poorly organised. Communication is online only. Phone appointments are made for any time during the day, which is quite impossible when working.Disappointing, as we have been pleased with the service up to the recent changes.
I had a telephone appointment with one of the doctors i spoke to him, he asked me to come to the surgery which i did so. He rang GWH and asked me to go there right away they were brilliant and sorted me out immediately fantastic surgery i got 10 star service can't thank them enough they went the extra mile for me thanks for your help
My family have always been given the best care. We have been patients for 13 years and have found the care and attention to detail to be exemplary.  Referrals or any extra health care has been provided when needed. Appointments are thorough and unhurried and we are listened to.
Never mind making an appointment being a pain, I can’t even get through on the phone during the times they are supposed to be open? I’ve been trying to call between 12 and 1:30 today and am met with the message “our offices are now closed, our opening times are 8am to 6pm Monday to Friday” oh really? Well why can’t I speak to someone just to order a prescription then? I’m trying to call Tuesday between these hours. Why are the phone lines down? The most unprofessional service I’ve ever had to deal with in the past, and it only gets worse and worse each day.
whole process ran very smoothly.Short waiting time and helpful staff.Good to get this done well before Winter flu season starts.
I waited 55 minutes on hold and as soon as I got through to the surgery they hung up on me and I didnt get my appointment. I have tried to book online but there are no slots available in the timeframes on offer. I then called the line again only to be told I was number 42 in the que. This is not acceptable
I was trying to get an appointment with GP today or at least online consultation. I went through eConsultant application at Green Meadows site and based on symptoms I provided the web site requested to arrange a in person appointment with GP as my symptoms were too serious to provide and online consultation. The web site suggested that I call Green Meadows Surgery or 111 NHS number - in this particular order.  When I called the surgery tha lady at the reception refused to arrange an appointment advising me to call 111 first. To my question: "why the site recommends to call surgery first and why have I just wasted 40 min online trying to get to speak to the reception as I was told" , she said "I don't know" . Ok I called 111 and almost immediately got connected with the consultant, who again advised to see GP  ASAP. He also said that he will sent a notification to Green Meadow Surgery. I call the surgery again (3rd time today). Another lady at the reception asked "Why did you call 111?".. Ok at this point I must say I started to loose it but patiently explained the whole story from the beginning. Then she said - "Oh, but NHS said see GP in the next 3 days , so it is not urgent. Go online to eConsultant and arrange an appointment thru web site...I must say I feel much worse after I spent three hours this morning trying to get help from them. I got an impression they deliberately block residents from medical help.. Very disappointed and feel very ill now.
I received a text from this surgery asking me to make an appointment to discuss my recent blood test so I phoned and was refused an appointment by their receptionist even though they contacted me! She sounded like she was poking fun out of me over the phone, it was the weirdest conversation I've ever had but it was clearly evident that she was absolutely not going to help. So I asked for the test to be emailed to me and with the help of the internet I deciphered my own results. Turns out I need a doctors appointment urgently but this woman is blocking patients from getting medical care.
GP's are very good here, but It is so difficult to get past the reception – telephone staff who just seem ready for an argument with you.Rude isn't the word one receptionist didn't even look up from her computer when I popped in to ask a question. Telephone staff don’t seem to want to help you. Been going to this practice for 25 years and never experienced attitude from the reception/telephone staff. The GP's in general are good, but I feel do not know what's going on front of house. I feel the stress affects one mental health and some urgent training is needed.
Very friendly environment at victoria medical centre and very welcoming front desk staff greeted me very warmly.
Absolutely outstanding GP practice. Every single member of the team that I’ve encountered is kind and helpful - going above and beyond to do what’s best for their patients. Thank you for your excellent care.
It all worked like clockwork. On time Well socially distancedOnly two other people in waiting room.In and out very quickly.
Just wanted to say that I feel very lucky to have such a caring team of friendly health experts on my doorstep. They all continue to provide an excellent service despite also having to deal with the Covid crisis. Somehow! Thank you one and all.
Having gone through emergency surgery last year during the Covid epidemic, a scary experience, the level of support and understanding from my GP doctor has been first class. He listened to my concerns, suggested options and has supported my decisions. His knowledge has transformed my life in a relatively short period of time. I can't thank you enough. Even though the practice is always rammed, you can always book an appointment by ringing in at 8am or using the patient access app, which is my preferred way. Great service.
It is very easy to make criticisms of an organisation where you do not fully understand the work going on behind the scenes. Roundwell is so much better than you realise.Yes, sometimes you have to wait a long  time to have a phone call answered, but that is the same at most surgeries.The frontline staff and the clinicians are excellent. Appreciate them!The grass is not greener on the other side.
I have been trying for months to get through on the phone.I walked in to reception to book an appointment but they could offer me a time.Cervical smears are important to have access to, even though I have received a letter to book a test, it has proven to be impossible to get through/ book an appointment. It has been over a month now and I haven’t yet managed to get through on the phone. I’m surprised it says on here “ accepting new patients” when they can’t seem to respond to existing patients. Disgusted in the surgery’s customer service. Are there any doctors working at the surgery?
I have been receiving advice and treatment from The Wilson Practice for a number of months.  I have used the on line e-consult service throughout and the feedback and follow up has been prompt and efficient, filling me with confidence that my condition was being handled appropriately and that a plan was in place to review and manage my treatment.  I have seen the doctor face to face when it has been deemed necessary but more often we have spoken on the phone and agreed next steps, all to my satisfaction.  I truly believe that the newly introduced various methods of interacting with patients is a model for the future, freeing up GP time to concentrate on patients who need more hands on consultation.  It is also beneficial for patients who need to speak to the GP but who do not need a face to face consultation.  I must also add that the recent flu vaccine exercise was communicated and managed with exceptional efficiency.  None of my friends has experienced this level of service with most having no communication from their GPs and therefore having to resort to arranging their own vaccine through a pharmacy.  My gold service has left them somewhat envious.So a big thank you to all the staff, the receptionists, the nurses and the GPs.  I am a very grateful patient.
Checked in very quickly, sat down for 10 seconds and was called in for flu jab. Left arm jab and was out again. Ideal, whole experience took about a minute, very impressive.
I have now contacted the GP surgery via their Econsult service . Both times the service has been very speedy and I have been contacted by a GP the following day. The Gp’s have been very friendly ,  professional  and thorough, very happy with the care received from the practice
One of the doctors wont take down his mask in front of a Deaf Person who is a lip reader and a signer. He should wear a clear visual mask.       Asked me if I can help him.  What??? It was the surgery who asked me to come cos they have something to tell me.   Doctor then read the notes off the screen for a while, obviously he had no idea what was going on.  His given information was not very clear.    I felt so uncomfortable and uneasy.
I have problems with sleeping. Nurse cares and understands my problems. She helps me and I think she is amazing. She follows my case and rang me to my surprise to tell me she has a solution. I am very grateful to have someone caring and wants to help me.
I received an appointment for the same day re symptoms I informed the care provider of. Treatment was given. Contacted surgery 7 days later by the new electronic system and was given telephone consultation with gp within 24 hours treatment given and a follow up txt after 3 days to check if the treatment was effective. Replied back requesting a further appointment with gp and this was arraigned for later the same day. I couldn’t have asked for better treatment well impressed.
I changed practice, in June, and from the very first appointment , the attention, and professionalism has been outstanding. I can’t fault this practice, and I am now on the road to recovery.
Ever since i became a patient at Saffron,my treatment by All staff has been exceptional.Receptionists,nurses,doctors,everyone has looked after me.Thankyou.paul bennett
A very professional receptionist phoned me early to say I needed an urgent appointment. This was on the advice of one of the practice nurses. I attended and the young, caring doctor gave me excellent, helpful and in depth care for my condition. I received the best attention possible and left the surgery feeling more confident for a recovery from my problem.
Rang Larksfield surgery on Monday 1st Nov at 08.00 on behalf of son in law as he couldn't speak because his throat was too painful . Got through at 08.55. Requested urgent appt. Told GP will ring after 13.30. Rang at 16.00 to chase up. Was caller no 10 for 15 mins, got cut off. Rang again, got to caller no 9. GP rang son in law who explained symptoms and rash. Asked to send photo of rash. Advised he needed to be seen but too late today. Nurse would ring tomorrow morning 2nd Nov. Chased up at 13.00.  was told nurse was aware it was urgent , hadn't got round to ringing back. In the meantime grandson got stung by awasp. Aware of Larksfields urgent response times, son in law called 111 about grandson and himself. Got treatment for son and himself within the hour. In the meantime i await  Larksfield surgery to ring back. Might hear today as my son in law is a patient needing urgent treatment.
I have been trying for some weeks to get an appointment for a smear test.  I have been using the Ask My GP service as this seems to be the preferred way of contacting them.  I keep being told nothing is available and to try again later.  Finally, after feeling really worried about this, I phoned my surgery and actually spoke to a real person who was very helpful and found me an appointment. So helpful staff if you can actually manage to speak to them but unfortunately they do all they can to stop this happening!Seriously considering changing my doctors.
Every time I have contacted the practice in the past couple of years for number of issues concerning my children or myself , an appropriate member of staff  got in touch promptly and helped to the best of their abilities.
Last visit was for covid booster and flu jabs. I'm not great with needles and asked each team not to talk about the process but just do it. They did well to distract me, do the deed quickly and not make me feel silly, but even make me laugh.
5 stars, just moved to this GP surgery . communication is excellent.the place is organized and clean. seems like the other patients feel comfortable. Very helpful staff. Friendly staff. I recommend this GP
My understanding of a practice manager's role involves assessing the risk associated with patients and managing that risk. The problem with this surgery is they almost never answer their phone. It is their way of avoiding having to deal with patients. This was the case in April 2020 at the height of the first wave and is still the case 12 months later.It took 14 months to get a house bound patient coded and I am in the process of trying to have the surgery's own mistake rectified and have been calling for 2 days without an answer. I have spoken to reception on the ground floor and been informed that they are open and confirmed the phone number. They just are not obliged to answer. Getting this surgery to fix their mistakes requires the attention that one would give to a full time job. I remember wanting to complain to NHS England about this surgery before but could not do so due to the pandemic. However that complaint is still valid and sErma necessary as this practice will end up harming someone with their complete lack of how to deal with vulnerable patients.I was offered my first vaccine downstairs. At the time, my mother had been incorrectly coded and so I had to bring her in on a wheelchair. The clinician offered me the vaccine as a carer and I have just spent two days trying to sort out my second vaccine with nothing to show as the staff have been completely useless. The staff at this practice are NOT representative of the NHS and I feel bad for the disrepute that they bring upon the service by completely ignoring their duty of care towards patients.
I am extremely happy with my GP and all of the staff at Perivale Medical Clinic. They are always pleasant, helpful, professional and go the extra mile to assist me in every way.My GP is a great listener, friendly, professional and very empathetic towards me. I would recommend all of my friends to join Perivale Medical Clinic to be under her care.I would like to extend my gratitude to everyone at the surgery. Thank you All 🙏🙏 and continue to stay safe 😊😊
I had an appointment with a practice nurse last month and she went above and beyond to ensure my dignity and comfort during the appointment. Every time I book appointments for myself or my child with the reception staff, or speak with a GP or nurse, it has been a positive experience and it really does make all the difference to me. Kindness goes a long way. Well done Ashfields.
I used e-consult and the GP called me the same day and, following a discussion, an appointment was arranged for the next day. The appointment was on time, very thorough and the GP organised prescriptions and an X-ray. All were promptly completed despite this happening between Xmas and New Year. I was worried that there might be long delays because of the holiday period etc, but not so. I was very impressed. Thank you Longrove and NHS.
leaving the practice for somewhere else, been with them for four years and you simply cant get an appointment, we are supposed to be living with covid yet this surgery still refuse to see patients, i have gone to the surgery for several days and taken pictures of door locked and no seating area and no patients.  Think that this surgery is reading the protocol of ask my GP totally wrong. Now having to go private as my situation is becoming dire.  Its a loan that i can not afford and paid into the system since i was 16.  Sorry state of affairs.  Avoid
I was forced by the NHS with the pandemic to change my GP to one closer to home rather than my office. I changed to West Point and I have not been able to get through to them since. Their website says they are closed and you should not come in and they do not answer their phone. I have no way of booking an appointment as I haven't received a registration letter from them. The services is completely shocking. My partner and I will look at changing GPs.
Saw the nurse for blood to be taken. Very nice and caring.  I was seen on time which was great I would highly recommend this practice
Rang the centre with a query, Had to wait 20 mins for a answer. Receptionist asked a few questions then said i will get one of my colleagues to call you back, never got a call back and exactly same thing happened last year. They did it with my wife as well, no intension of ringing back.
This is a great surgery with well organised hardworking staff. Very professional, friendly and helpful service from all staff and doctors extremely knowledgeable as well very experienced and trained to help patients. you do amazing job during this difficult time so You really all should be proud. I had a blood test last week I normally feel faint  however  on this occasion I was made to feel really comfortable and it went really well.
One of the other published reviews complained of a lack of a contact e-mail. I agree, and add that the practice could also include the patient by copying them in to referral letters or other relevant communications with consultants or other agencies outwith the practice. I don't think I was offered any explanation of the constraints suffered by the clinicians due to Covid strictures either? For them to have done so would give the patient the chance to be understanding. The position taken by clinicians during the crisis seems to have been that of not issuing appointments in under 4 weeks of waiting, except when the patient chose to classify the appointment as urgent when the wait came down to one day! On my desk sits a letter confirming that advice on my diabetes-related problem was referred for a Consultant opinion sometime before my 09/11/2021 dated letter from my G.P. Neither body seems inclined to reply? A more up to date situation might be to introduce e-mail correspondence, and copying in the patient. One would also then know definitely that the referral had been made. I'll mention that I worked in G.P. liaison in another part of the country well over twenty years ago, and things were far ahead of my experience with North Norfolk even then.
I used to dread going to SRS, however an influx of new young doctors, has turned this practice round, they are very approachable, they listen and discuss possible treatment and make sure you are happy. They care, and contact you without being requested and follow up having read your notes. I suspect they have breathed new life in the practice
Good experinces,I was received a good services and fast responce for any problem, so there no  delay in services.
Went for a smear test after irregular bleeding amongst other symptoms (hadn’t been for one in 8 years) and was made to feel completely at ease. The whole process was explained in great detail from taking the sample to getting the results and all the possible outcomes that may arise and I was not made to feel any kind of guilt for not attending a smear test sooner. The nurse was extremely friendly and comforting and made my experience very pleasant despite the concerning nature of the appointment.
Almost totally impossible to get an appointment & when you do the GPs or nurses just don’t seem to care. Repeat prescription requests take forever sometimes leaving me with no medication for a few days. Complete lack of communication at times too. I have to chase them for information all the time.
I would like to convey how much my husband and I appreciate the truly wonderful service and experience from the Southend Medical Centre. I truly believe it is one of the best practices in the UK. I say this sincerely, based on my experiences with practices in other areas where we have lived for many years.  Where our experiences with the NHS service has always been fairly good in general, the experience with Southend Medical Centre takes it up to another level and is absolutely outstanding. Everyone from the Practice Manager, the reception team to the doctors and nurses are all are incredibly helpful. We are hugely grateful for the prompt attention and incredible service we consistently receive. We are very lucky to have such an excellent medical centre in Southend employing such wonderful people to help local residents. It sets the gold standard amongst medical practices. The way the Medical Centre have organised and delivered on the roll out of the  recent vaccination programme has been exemplary. Thank you to everyone at the Southend Medical Centre.
Rang to be on hold for over 40 minutes. Finally get through and asked to either speak to doctor or book an appointment to be told services stop at 10:30. Said I was on hold for over 40m. What was I told back? Yep. Was told "so have lots of other people". No other chance to talk or even offer to book an appointment. Just told to ring 111 or go to walk in service. Seriously considering changing doctors
New management, reception and medical care so much better. No problems booking appointments using the app and telephone consultations/ visits with the doctors and nurse have been first class. I feel my healthcare needs are being well looked after.
OH dear Oh dear, received a letter from NHS this week advising as a vulnerable patient i needed another booster. The letter was news and as it was almost on the 90 day time deadline. I rang up Yardley Wood  Health Center to make an appoitment, reason was that i and my family had received a text last month from the  surgery stating that vaccinations would commence.  The receptionist stated that she was not aware of any notifications  be it its on the main web page for the health center an automated flash page outlines the same detail.  She said the only way was to visit a walk in center, the nearest being Green Ridge in Billesley on Thursday they had a walk in with no appointment alternatively contact NHS. I also thought my surgery would have made contact with me just to alert me of the issue. I did ring Green Ridge reception which was just as poor stating walk in was on the afternoon between 14:30 and 16:30.  On arrival I stood there for about 1 hour only to be informed I should have made an appoitment.  I told the attendant I was not told of this.   I do not have the best of health and standing for a 75 plus was not good. What a farce things do not show any improvements.
All the staff their good and very kind they w listen to you anything you call them they are really good.
I have rang this morning to say I can't take my appointment as I'm on holiday, he couldn't offer me anything else and said I have to keep ringing up , it had taken me 35 minutes to speak to him , I work full-time and away from home so it not easy to ring , but his attitude on phone wasn't great towards me,
Always can get an appointment - Dr. IQ is so useful. Always efficient and friendly service. Great practice!
I'm trying to get appointment 4 months now on reception in person they don't book , and ask to you call tomorrow .When you call, if they answer (its miracle) , sorry we are fully book call in few days .
It’s a great practice but really slow at processing prescriptions and at present there is no facility if you need an urgent repeat prescription
After a painful surgical procedure, I need daily re-dressing to prevent infection and they helped a lot. The nurse was very professional and informative, explained every step to me and made sure that my appointments were scheduled a week in advance. They also made efforts to accommodate my working hours. I felt safe in their hands which was important to me as this was my first serious health issue in 25 years and I was a bit...scared I guess. I want to thank them for their patience.
Recently moved from another practice and the difference is a world apart. The care and attention I’ve received since moving has been brilliant.Health concerns I’ve had for years are finally being taken seriously and being treated.So happy I moved and I really recommend this practice.The longest I’ve ever been on hold is 5 minutes but usually it’s answered within the minute, my last practice id be lucky if I had my call answered at all. I’m really grateful to the doctors, nurses and reception staff for listening and being so helpful!
Had the misfortune to visit this surgery in Feb for an injection after 6 weeks of trying to get an appointment dismal and grubby place with confrontational staff.No one seems bothered and the atmosphere is old anddated.
The doctors - bar one - are fab. The reception team are dreadful. They are rude, derisory, supercilious and scoff at you. It seems an impossible rigmarole to get any kind of appointment; and god forbid you should need to work to certain times of day or dates when you can actually do! It’s as if there is a huge barrier to accessing the health care snd medications, especially if meds were prescribed by a previous practice. They operate as if they are a charity and you are an imposition, rather to an a business providing a service which is heavily funded and only free at the point of delivery. We do still pay into the system. I am considering changing practices. They have zero care for mental health wellbeing of patients and have zero understanding for the frustration that they cause, and then blame you for being cross when you eventually raise and issue/complaint. Disgraceful. Doctors if this surgery… take back control and hold your staff to task. Demand better.
I have been calling every Day off (so once a week) since June. Today was the first time I’ve spoken to a lady that has been very helpful and understanding. I asked her name ( can’t say due to t&c) she is a credit to your practice and team. Teach the rest off from her standards and attitude and the practice would go far.
I really enjoy the new e-Consult system, it’s more convenient with not having to wait in long phone queues in the morning and i feel like having a consultation with the doctor once they know all the information about my issue (because it’s all on the form) is easier and gives me more peace of mind that I’m not going to forget anything important during the appointment.
Must say I think this practice is excellent. The staff are always courteous and kind. The Doctors are caring and listen to patients  concern’s. I feel the service provided through these difficult times has been first class. Wouldn’t hesitate to recommend this practice to anyone.
After I requested a prescription before attending the surgery I was by the asked to attend a face to face appointment with the Dr  whereby I was examined fully and arrangements were made for me to have a scan, the results were taken as urgent attention requiredThe Dr the Nurses , Receptionists Secretaries  and Admin staff have been very helpful and courteous and attentive.of which I have been very grateful. Prescriptions are forwarded with an efficient service  to the Chemist of your choice With 8000 patients to look after it cannot be an easy job to please everyone , as I was taught to walk in others shoes to have an understanding  of their side .If we needed to move house we would ensure that we would stay in the catchment area of this surgery.Well done The New Folly  Surgery a simple Thank you never seems enough where health is concerned but truly meant
I would not recommend anyone to this surgery. Inquires that should be simple are met with rude, unhelpful and unprofessional receptionist team that make it impossible to get the help you need. This is not a one off, every time I call, you are made to feel like you have wasted their time even when it’s for things like getting medication for a life long condition. I like the GP’s at this surgery but I avoid calling up when I feel unwell but I don’t have the energy to deal and talk to the reception team. Please use an alternative surgery if you wish you speak to caring and compassionate staff, you will not get this here!
When you arrive for an appointment, you are left at a window outside in the cold until you can get someone’s attention which takes a while, even though they are sat at the desk talking. Trying to get through on the phone also takes a while. I have recently emailed a local GP surgery to switch to them and they emailed back on the same day!! I couldn’t believe it. I know things are stretched with COVID but this surgery wasn’t great prior to COVID.
I phoned the practise in the morning that we have moved nearer this practise so we need to register my elderly dad as he has medical conditions. I was told on the phone to come down and collect the forms in the afternoon, which I did but when I arrived there I was told we are not taking new patients. I was frustrated that they made me travel to the practise in lockdown just say that they are not taking new patient.I already made my mind up not to register any of family member with them, as it’s looks like it’s just the start of bad experience if I did register.
Staff have consistently given great effective service. Tue practice holds educational heath teachings classes, arranges covid vaccinations include ding booster doses for vengeance lnerable clients, hears client’s concerns and sorts out medication prescriptions.
Rude, unprofessional, abrupt, and insensitive reception staff. I’m sure the doctors are great, but the gatekeepers to their services are absolutely dreadful. It is very difficult air one’s grievances without breaking the guidelines for leaving a review, but suffice to say this has been one of the very worst experiences of a GP surgery I’ve ever had - I would love to go into details but the review would just be taken down. Honestly, just register yourself elsewhere else!
I had been suffering with joint pain for a while - after a consultation a few months ago I had booked in for the recommended treatment yesterday. The treatment was given promptly - seen on time for my appointment - caring staff - good advice. Have never had a problem getting an appointment here, even when the phone lines have been busy - sometimes just a bit of a wait for someone to answer but that’s to be expected. Staff always willing to listen and advise. Great practice.
I have been attending this practice since moving to Harrogate 11 years ago.  I have always found the staff very helpful and professional. I can usually get routine appointments within 2 weeks. The triage system works very well, The flu vaccine programme runs on rails and I am grateful to everyone involved in delivering it.  I thought the eConsult system was excellent and would like to see it continue.  It allowed time to provide comprehensive information about symptoms etc prior to the telephone appointment. Often a telephone appointment is most suitable for both patient and doctor.  I have always been able to get emergency appointments on the day. My only criticism would be long waits for a telephone response but this is to be expected in a busy practice.  I do think the numerous information announcements prior to answer can be a little irritating.  Having moved a number of times both within the UK and abroad, I would rate this as one of the best surgeries in my experience.
This is a very friendly helpful practice.  Every effort is made to help.  Phones are answered quickly no query is brushed aside staff and doctors are always willing to help. It is a modern version of good old fashioned doctors surgeries.  Best surgery in the area.
I cannot express  how I feel to be going to this surgery. Everyone from the receptionists to the nurses and Dr's. During these hard times it's nice to be able to have confidence in this surgeries services.
Attended the covic vaccination clinic yesterday and have to say it was extremely well organised. Excellent service.Well done Rivermead Medical Centre.
I would like to thank everyone at Upper Gordon Road Surgery for all their help over the past years.  Unfortunately i have had to leave the surgery as i have moved to Dorset.  The reception staff have always been extremely helpful, nurses/gps are very thorough and the practice/reception manager very professional.  I feel very sad leaving and hope that my new surgery has the same standards as Upper Gordon Road.  Thank you again and we wish you all the best in the future.
After discussion with my parents who struggle to get an appointment, i could not believe how difficult it is to get an appointment to see a GP.My parent needs a general review for worsening conditions that do not require A+E treatment, but found the e-consultation process extremely difficult and understand how hard it must be for the older generation to get an appointment with a GP. when my parents have phoned they have had the reception team being ruse and very unhelpful.The e-consultant keeps saying to call 111 Evan though this is not required, it took me nearly 50 minutes to book an appointment and 5 times advised me to speak 111 Evan though i did not require 111 or 999 and need to speak to a GP.This system needs urgent review as it is hard for people.Very unhappy with process
This practice is superb, the staff show respect and try their very best to help even in the most trying of circumstances.
The receptionist and GP devoted additional time in their busy day to see me with an issue that couldnt be left overnight. Its not easy for people to have to change a schedule and process, but they did with a smile and professionalism - thank you
As usual, a very professional, efficient and friendly service.  I have found Hightown staff do all they can to be helpful.  They have always followed up without the need to chase them.  Highly recommended.
You can’t see the doctor but they give you a phone call from the doctor you need to wait more than a week, on the day of the phone call doctors never ring you on time , always late and you need to be fast enough to answer your phone , its impossible
Was unable too get out off bed , due too my RA , managed too call my surgery , and as was distressed at my situation , they said my doctor will call , within 5 minutes he had , and then faxed my steroid prescription through too chemist , so my partner could pick it up . Helped me immensely, after 3/4 hours I could manage too get too my bathroom . Much appreciated in a distressing situation.
Great service wonderful health care professionals and brilliant volunteers. My experience was a positive one. I did have to queue but appreciate the service the medical centre provides together with its staff.
Emailed over a week ago, not a call or even a reply. Place needs closing down. Absllute joke. Nobody answers the phone, all online. Filled out forms which is comlleyely pointless. God knows how elderly people would cope.
My experience today (telephone call) and with various family members over the past 2 years, I can only praise Kenmore clinicians and Receptionists. Without fail they have always done their best to provide quick answers and the best care even during the challenging time of the pandemic.I have confidence in the clinic and all the staff.
Never answer the phone as can't be bothered..order medication when you get to pharmacy they haven't received anything from the practice and 9 times out 10 there is something missing..no excuse for the service people are receiving or not receiving needs a good management shake up
Fernlea GPs are attentive and thorough. I've always heard back within 24 hours after filling an e-consult form. Sometimes the admin side of things works less smoothly (I had to wait for a while for a GP letter, and some blood test forms haven't been processed in time), but overall I have always been impressed by how quickly it's possible to see a GP or have a phone consultation.
The problem with this practice is there is no continuity of care. There seems to be a pattern as the doctor's are always changing and the most experienced doctors always leave the practice including dr Ali and dr eslami. Seems like this surgery needs to try harder to keep these doctors
Every time I call or visit, I receive excellent service from reception staff to the doctors all go above and beyond to help. Today was no exception. I am so lucky to be a patient here.Thank you everyone for all the hard work and for the excellent care that you provide for me and my family.
Credit where credit is due! I recently had a knee operation and suffered from a swollen leg and foot. The surgery swung into action and immediately arranged an ultrasound  at The Royal Surrey Hospital to check if there were any blood clots. I have been given the all clear and it is down to those two doctors who acted quickly and professionally. Well done Cranleigh Medical Practice. You are there when we need you. Thank you!
My son was advised to speak to a GP in six hours after he suffer nose bleeding. It got is worried as he had Astazeneca vaccine on Sunday. I have been back and forth with the surgery to get a telephone consultation. First I got connected T 8:18, there were no appointments available was was asked to call 119. 119 asked us to call 111. A clinician called us and listening to us advised us to call GP practice for a r/v consultation over the phone. I called the surgery nothing was available.  The person asked me to call back after one. Now after one still no appointments. I have been on the Out of hour service for the past 35 mins. I am really scared considering what is in the news about AZ and blood clots. My son is 24 and I am scared to bits and wants some reassurance. We never call surgery for unnecessary things but this is atleast urgent for me and no respite from your surgery is really disappointing. The worst thing was when i asked her if i can have something for tomorrow she said call at 8. I DID CALL at 8 today!!!!
Had a spinal injection several years ago and this practice was brilliant at organising this at Salford Royal. I called in yesterday to try and book an appointment explaining to the receptionist I have tried on the phone at 8 am for over 2 weeks as the pain is now quite severe without success I also explained my hearing loss is a lot worse so I can’t always understand on the telephone. She told me to use the nhs app which I have just done at 8am and 3 telephone triage came up and on each one when I clicked on went to not available. I really don’t know what to do next as although I can hardly walk with the pain A&E are to busy with accidents etc, although I am a OAP I still go to the Gym and I run for a local athletic club so I very rarely bother Peterloo medical centre with ailments, the Doctors and Nurses are probably very good I just don’t know. So sad what has happened to this practice.
The Reception staff at this practice are extremely unhelpful.  I received a text to contact the surgery as a follow up was required after having an x-ray two weeks.  I was told that there were no appointments until the start of November and to call back then.I told them that this was unacceptable as I am in a great deal of pain and I need to speak with a doctor before then.  I was again told that there were no appointments left in October and I must call back in November.  I asked to speak with someone higher up/the practice manager only to be told no, that was not possible as the person would not talk to me.After 10 minutes of going round in circles, I hung up.Absolutely disgusting patient care!
I have been asked to get 2 x results by text by the doctor. I have been on the phone over 30 mins so far and I’m still waiting! The manager needs sacking! I have high blood pressure and this is tipping me over the edge.
I was unable to book a simple telephone consultation with a GP (or indeed any sort of appointment) through the app, so I called the practice.I waited 45 minutes on hold. When I finally got through, I was told the surgery is only able to book GP and PA appointments on a same day basis. Even if they are non-urgent telephone consultations. I was told to call at 8am later in the week. To call in at 8am to book a non-urgent telephone appointment seems completely pointless and places undue pressure on reception staff to answer the many, many calls they are flooded with as soon as the lines open. It also means that people with urgent and non-urgent queries are left waiting in the same telephone queue. And finally, as someone who works in a hospital, I am finding it impossible to arrange my own healthcare around my job.At least I am lucky enough that my query is not urgent. I feel incredibly sorry for those who are in real need, but are unable to jump through the millions of hoops it takes to talk to a GP.
Dr was so helpful. Listened carefully to my concerns, guided me through thought process and then made suggestions. Really kind and considerate but also informative.
Absolutely terrible services. Every call I’ve made has just said user busy! Having to go through 111 to get an appointment. Ridiculous
Fantastic experience on arrival I was feeling nervous but was soon put at ease as the staff,Nurses and consultant we’re lovely would definitely recommend this clinic
I would just like to thank the staff at Ford medical from the receptionist - nurses - and doctors you have done your self proud in these bad times it’s very hard with what is going on and the back lash you guys get I have been looked after very well with things going on and would just like to say thank you and I hope you start to get the extra help you guys need . And the manager should congratulate your receptionist for such good manners
Have a new born baby hospital told me to book an appointment for the mother and baby to get checked out after 6 six weeks so I called in second week to book it and they are telling me call back tomorrow it's the babies and the mother right to get checked out but they don't care don't know how this surgery operates there is no rules in this surgery rude receptionists rude staff honestly NHS should take a look at the reviews on Google and shut this damn place down this place is a disgrace
Very friendly staff from admin to gp's. They listened to me and we made a plan together regarding my care. Very knowledgable nurses.
Dr was interested in listening to my issue and symptoms. He provided useful advice and a few options for me to consider.
Rang at 0800 for an emergency appointment, waited on the phone for 1 hour and 40 minutes and never got through. Had to give up in the end, I was at work and couldn't hold any longer. Sent an email, without reply, tried on another line at the same time, still nothing. I am a very patient person but this is not acceptable, would love to read the patients charter regarding being on hold for so long. I invite Kington Surgery to reply to my E-Mail. Please note: I do not normally complain or make negative reviews.
Very poor surgery, very rude and unhelpful receptionist staff. Doctors are very poor too and most unhelpful. This practice is below par and is no way giving the Duty of Care that they should be to any of their patients!! Worst practice in Enfield !! If you are trying to even get an emergency appointment don't bother, disgraceful.  They have got worse since partnering with Medicus, the authorities need to seriously look into this practice.
The last few times i have tried to have an encounter at the surgery it has been soilt be poorly trained admin worker, the practise manager also appears to be unwill to engage with patients to speak about problems. I needed a medication review which was booked without my input for yesterday at 11.20. I was supposed to go out but waited until 11.35. When I returned there was a message advicsing me to make another appointment,I rang yesterday and couldn't get through, today after 5 mins i got thought the phone was answered bu 'hello', when i asked for an an appoinment to speak with clinical pharmacologist it was met with 'what'. Then she tried to make another appointment without asking my avaialabilty. Very poor experience. I will be moving surgery to one tha trains its admon staff to deal with patients needs.
Extremely arrogant Doctor.  Refused to arrange a repeat prescription even though I have Grand Mal Epilepsy.  Also refused to allow a local pharmacy to receive prescriptions even though NHS say I can designate one.  Witnessed a patient and her husband receiving an injection in the waiting room! The nurse didn’t even clean the injection site first with alcohol.  The medication I did receive was always in a box from different companies.  I value my health and have now moved.  Avoid…
Everyone was amazing during both of my appointments for my vaccinations , i have mobility issues and on both occasions the injection was given to me in the car to save me the walk inside . I cannot praise them highly enough . A big thank you to all involved
I have had cause to need the GP practice several times recently. I hear so many times negative comments and criticisms about the practice, of how hard it is to get an appointment, or get things done etc. My experience is very different to this. I cannot praise the North Meols practice enough. They follow everything up promptly and arrange tests and follow up appointments extremely quickly. Absolutely perfect service, especially under such difficult circumstances that we are in at the moment. So a big THANK YOU to all the doctors and nurses concerned 👍😀🙏
Nurse was excellent all done very quickly and professionally. Only problem was I arrived for my appointment early and by the time I waited behind people asking for sick notes etc my time slot was late so it would help to have a sign pointing people to the correct window to save waiting behind people, only to be directed to the window around the corner.
Had a mole removed yesterday, was very nervous and nearly cancelled but was welcomed warmly, set completely at ease by the friendly staff. Whole process was pain-free and over in under a minute! Aftercare explained thoroughly, was even given a chocolate in the cute aftercare package. Couldnt be happier with the service.
I phoned dead on 8am for an appointment for my 16 year old daughter on Monday and eventually got through after a 20 minute wait. I was told she would have a phone call. At 5pm I called again as there had been no callback. Yes, she was still on the list! 2 days later, still no call so i phoned for a third time as my daughter has severe anxiety and depression and i am worried about her. I was told that yet again she would be put on the list for a duty doctor to call and still no callback. This is appalling especially when teenagers are hurting themselves or worse during this awful time. I am so angry 😡 and I am still worried about my daughter's mental health, especially as she is returning to college next week.
Used this GP surgery for many years.  If you need to be seen they always fit you in.  Especially with regards to children- they always get seen. Thank you!  Reception staff always very friendly and helpfull.  Thank you
My visit today was for the flu jab.  The staff were welcoming and well organised. Very efficient service. Thank you to everyone involved.
Phone rings out for quite awhile no one picks up you wait a few seconds and ring again now engaged you keep pressing redial it rings and no one picks up seriously something wrong here! I can only assume you have hearing problems or just not bothered, I have just wasted my time going in to the surgery to be told by the receptionist I need to ring next morning for a appointment that day, You just could not make this up, I understand it now the receptionist has a job she's not interested in helping the patients who pay your wages through our contributions you just keep putting obstacles in our way, Why do we pay for a NHS if we cannot access it when we need to? I need to change away from this GP as it's clear they don't want to assist me at all,
I was hesitant to visit this (my) G.P. given that some of the online reviews have been so negative. Then I was directed to a Nurse Practitioner, which I was initially uncomfortable with because I usually see the doctor.I decided that I would trust them, and off I went.I was so impressed with her knowledge, her "bedside manner" and the advice she gave me.She wasn't rushed and listened to me chattering on, which I usually do.She did my blood tests herself, did an annual review of meds and when I said that I hadn't had my flu jab , I was given that too.At a time when people are unhappy with GP surgeries I can honestly say how delighted I am with the service I received.Well Done to Saltscar Surgery.
Helpful receptionists , great doctors who really go above and beyond . Never struggled to get an appointment, even through the pandemic. Grateful to each and every one of them.
Terrible waiting time for the telephone to be answered. Have just been told the calls go to a call centre in Birmingham How disgusting cannot use local people to man the phones. The old surgery the staff new who you we’re and answered in minutes New place always always wait about 45 mins to hour and half. Wish other surgeries were taking new patients Nurses and doctors when you can get one very goodAdministration disgusting
I was given the COVID vaccine safely and made to feel safe from entering until leaving, I was asked to sit and wait for 15 mins after to make sure everything was ok and I was asked the appropriate questions before the vaccine was administered
The best thing about the practice is that I can phone at 8am and guarantee I will get an appointment on the day. Reception staff and booking is extremely friendly, professional and efficient - I have never had a problem booking or changing an appointment and I have been registered with the practice for 28 years.All the staff (Doctors and Nurses etc.) are extremely obliging and helpful, and there are never any suggestion of there being time constraints , or a need to stick to a schedule  and hurry things along. Everyone I have dealt with has been extremely professional, demonstrating consummate technical knowledge and expertise combined with very genuine customer care skills. I can honestly say that I have never had a bad experience at the practice, and always feel confident that whatever my medical problem, it will be resolved in a friendly and professional way. I have never in my life had a bad experience of the National Health service overall and I can say very honestly that I think those people working as part of the NHS do a fantastic job, and  I can't understand why people moan about such an excellent service which at the end of the day is free.
I rang this morning at 9:30am and was offered an appointment at 10:10 the same day. The paramedic was extremely professional, helpful and non - judgemental as was the Dr that was called in to assess my health concerns. I was then booked in for full blood count test and other checks to address all my health concerns.First class service, could not be any better.I really do not understand all the negative reviews but based on my own personal experience and the last 15 or so years of my Mums experience with Queenswood, I only have good things to say.I had used the econsult first but at the end it told me to call them on the phone. The automated message told me i was no 30 in the queue which was off - putting but by choosing option "1" for a call back they called me within 15 minutes and made an appointment for me for the same day. Excellent service, thank you.
The receptionist with long hair was extremely helpful and reassuring. I would definitely recommend this surgery to family and friends. :)
All the staff are efficient and kind and respectful. I was seen in time and the doctor was very good.
I have finally left this practice, I can no longer cope with the stress of trying to get through on the phone, to finally be greeted by an unpleasant call handler (not a clinician) after waiting for hours or sometimes days, who wants personal information (none of their business) and then tells you that you cannot have an appointment. They clearly have no empathy and do not realise how low and desperate someone can be when feeling terribly unwell. I'm fed up with being told to call back the next day. I've frequently ended up in tears. Most of the doctors are kind and caring, If, and its a big If, you can get past the rude call handlers. Since the online appointment booking system has been unavailable this surgery is a disaster.
Preston Park Surgery, Please please please Sort out your telephone appointment booking system  ASAP as we are suffering a lot.I have been trying to book an appointment since 8:30 am and it’s now 11:34 am, still not successful. I have been trying to call below numbers and ruined my whole morning.01273 566033 - 14 times 01273 559601 - 7 times It’s make me more ill when I even try to see my GP and this is not the first time. Please this is my humble request sort out your appointment booking system ASAP. Thank you
I really recommend this lovely community surgery. The receptionists are the friendliest and kindest I've experienced and go out of their way to find an appointment for you, including scheduling different types of appointment back to back. Have seen them deal with difficult people professionally and with respect. Had great experiences with the nurses too, definitely recommend.
I have contacted my GP because I was sick from already one week, I have asked for some antibiotics, the doctor said that will send some antibiotics and nose spray through the chemist. On the afternoon I went to pick up my prescription and was nothing in their system. I have called them back and explain the situation, the nice lady of reception had a look for me and told me that the doctor left a message in my history they I should take some pain killers. How come that be possible to offer pain killers to a very sick patient. Very disappointing and this is not the first time when is happening.
Today my elderly father had an appointment for a scan at Willow Green medical centre in Angmering West Sussex.  Due to his health conditions and limited mobility he was supported by his own GP surgery to organise transport. The scan at Willow Green had been organised by University Sussex NHS Foundation Hospital.  The transport crew were helpful and attentive and when they arrived at Willow Green they needed to access a wheelchair for my father.  Unfortunately the medical centre did not have a wheelchair and the clinic room was to far for my father to walk to and the transport team could not leave their wheelchair. Therefore the appointment was cancelled and my father returned home.  A further appointment for the scan is now going to be organised at the hospital. I really do not understand how an NHS facility does not have a wheelchair this is despicable and has had a significant impact on my father to now wait even longer for a scan.
Staff managed long queue very well, keeping us informed about the process and progress at every stage. I was put at ease at vaccination time, as I am not too good with injections.
Excellently organised Saturday flu vaccination as usual. Friendly staff, no queuing, no hassles. I'm very happy to be served by this practice.
The practice staff are what really make this GP great. Everyone from receptionists to practice managers are always friendly and welcoming even if they're very busy. I've been looked after by this practice all my life and I would never want to change it. Highly recommend this practice.
I had an appointment at this practice for a gynecological problem. I had nobody to leave my 11 months old son to go to doctor so my husbant had to come form his job to stay with our son. He came late because thr traffic jam so I was 10nor 15 minutes late for my appointment.I explained them the situation but the doctor refuse to see me so I had to make another appointment.That doctor should better work with animals not with people as long as she was unable to understand me.
Cannot see g.p. Only telephone appointments. Had phone appointment 9 - 10. Complained after 11. No call. Your on the list?. You need to just wait. Not surprised people just go to A and E..Why can’t we go to the surgery? Only the doctor can make an appointment to see him. What are receptionists there for. This is totally in acceptable.
A doctor reviewed my routine blood tests, identified several health issues and rang me. During our conversation he referred me to specialist teams and followed up with a phone call to me the following week confirming actions and outcomes. Excellent service provided.
Team members in the practice are nice. They always accommodate your requests in booking appointments. Also, the nurse Joy is amazing and very helpful.
I have an ongoing condition and am under the hospital so therefore do not need GPS appointments very often. However my condition worsened considerably and I required an urgent gp appointment.  I rang the surgery at 9am and was answered by a very helpful receptionist who gave me an appointment for 10.15. The gp was extremely thorough and gave the time to explore my problems. She arranged blood tests and the next day rang me to discuss results and plan the next steps. What can I say? A fantastic service with a go I can trust. Well done middleton lodge staff
Every time I have attended or had to deal with the practice I have had a good experience, reception are lovely and helpful, admin staff are efficient. All nurses and GPs I have had an appointment with have been great. The practice gets quite a lot of negative feedback from people who feel they are entitled.
I have been a Patient at Essex House since 2018. I simply cannot fault this wonderful surgery. The staff have coped admirably during the Covid crisis, doing everything they can to protect the wellbeing and safety of both patients and staff. I have to have regular blood appointments and the staff always ensure these appointments are made to schedule and at a time to suit me. The staff are always polite and friendly. The Nurses always always ask how I am coping with my issues, and will always listen. They have the ability to make you feel special as a patient, which is a rare commodity these days. I am blessed with two amazing GP's who look after me. I owe my life to this Surgery who were able to, via a scan for another health issue, pick up on something far more serious. If it were not for this Surgery, I would not be able to submit this review because, to put it simply, I would no longer be here to write it. Thank you Essex House.
I have been a patient at Tottington Medical Practice (now Tower Health Care for some 42 years and prior to the practice being taken over always received great care. I am now over 75 years old and recently received a reapeat prescription order delivered to my home address by my nominated chemist. Enclosed in the medication package was another item of medication which i had never ordered added to my prescription by a doctor i had never seen or had any form of coonsultation whatsoever.After a 40 minute wait I got through by telephone to a Tower Health Care receptionist and asked if i could speak with the said doctor, but she advised me i would have to make the request on line via their app 'askmyGP' which i did.4 days later i have still not been contacted by anyone and after logging into 'askmyGP' again the said doctor is shown unavailable on these dates: Fri 11/3,  Mon 14/3, Tues 15/3,  Wed 16/3, & Thurs 17/3. I can only assume no one has telephoned me due to pressure of work however i am not inclined to take new medication without any consultation with a doctor particularly as ive had no problems or side effects for which the additional medication is prescribed for.what is highlighted by this review is that the app 'askmyGP' is failing us the 'patients' which the practice are supposed to be caring for.
I visited the practice to have my flu jab, the nurse was very friendly and caring. She informed me that I would need an additional pneumonia jab this year. She explained to me why I needed it and made me feel at ease. I was able to ask her question and she answered all of them for me with ease. I was not rushed and having the injections did not hurt.
It’s best gp Sergry in london good service and caring doctors. I always get Good support from this Sergry. I have recommended to every one.
Hi,I just wanted to express my thanks for the surgery and all staff in recent months. I was really well looked after in January with a chest infection (not Covid19), my wife more recently as well and our baby daughter very recently. Just routine GP matters not covid19 related.The telephone call back on all three occasions from a doctor has been excellent with sound and caring advice. The reception call handling excellent, the call back when promised. For me the covid19 vaccination appointment process through the surgery has been excellent as well.  Easy to do and with good appointment availability.   My wife had her vaccination through her key worker workplace.  Me through yourselves. It would not be possible for you and all of your staff to have done better. Many thanksDarryn
Impossible to get an appointment. No one answers the phone; no response to emails. Only offers appointments if booked on line in three weeks, and then only telephone consultations. Was an excellent practice until COVID; now most of the Drs have retired and it's run by locums and stroppy reception staff. Avoid; not fit for purpose.
The receptionist was extremely irritated this morning, acting like I'm stupid and I don't understand what she was explaining to me.Very bad customer service, dirty toilets and poor management of the GP.
For the last 18 months I’ve not been able to get a face to face appointment.  I completely understand that there has been a pandemic but people still need to be able to see their doctor face to face I.e video calls.  I’ve filled in an e-consult many times and had to wait 7-14 days for someone to actually call me back this is absolutely ridiculous.   When you actually get through to someone at Gresford they will then tell you that they only do e-consult.  The doctors surgery next door have been doing face to face since the first lockdown was lifted I will most definitely be transferring to next door !!
Called up for an appointment only to be told you will have to call tomorrow as the new appointments won't be available,So I asked if I could book an appointment for next week or even 2 or 3 weeks later ,again you'll have to call tomorrow...I explained I was at work tomorrow, and wouldn't be able to call, again you'll have to call tomorrow...WOW 2020 things have come along way since I was a child....or so I thought..
Arrived on a Saturday with my wife who had fallen and broken her arm. Place was deserted and a grumpy receptionist told us to wait to see a nurse. The nurse then told us their x-ray machine wasn’t working and she didn’t have morphine so couldn’t manipulate the arm - so she sent us to A&E at Frimley. We wasted £50 on a taxi there and back. What kind of “ Urgent Care” place is this??  It feels like they are not interested and just want to pass the buck onto another part of the NHS.
When I have been fortunate enough to be seen by the clinical staff at cherrymead, they have been good.  But getting an appointment is hard work unless you state that it's an emergency. Which isn't isn't always, sometimes an appointment is needed to discuss something, in which case you have to call back the next day, only to be told that there are no emergency appointments left that say either, so you explain again that it's not an emergency, and get asked to call back the next day for an appointment, which you do, only to be told the same thing again (and this regardless of how early you call, today I called at 08:07am and was already 20th in the queue)....so what are we supposed to do?? I fully appreciate how stretched the NHS is, I too am a nurse in the NHS, but this system is no longer working and needs a shake up...your community needs you to work smarter, not harder. Please.
Having just joined this practice on leaving hospital afters an 8 month stay I needed to sort out my rather large prescription list.Everybody I have been in contact with from the receptionist,nurse through to the GP has  been more than helpful.Within 24 hours, 2 urgent prescriptions have been sent to a local pharmacy ,all prescriptions have been loaded to the NHS app , and a full prescription review was carried out with a GP over a "zoom" call.This is customer service at its very BEST!!!
A big thank you to the nurse. We had an appointment for my young teenage daughter to have some tests. My daughter was terrified, but the nurse was lovely. So friendly, made it a relaxing atmosphere, explained things and did everything she could to put her at ease. Thank you so much.
Getting all help and quick answers, all receptionist are friendly and ready to assist, doctors treat patients with respect and give food and clear advice
The surgery always proves to be the best at looking after the patients. I have registered as a carer for my mother on Patchs. my mother regularly needs medication to help with the pain that she suffers. Every time I complete a Patchs form as a carer - surgery picks up on it and my mom receives the medication really fast. I think Patchs is a million times better than econsult. Almost have 5 questions in total to fill up. I think it's easy enough for anyone to use with internet access.
My first visit to this practice,and have to say was very impressed, The receptionist and the doctor were lovely.can't thank them enough!!!😉
Lodge Surgery has continued to provide a great service through the COVID-19 pandemic and have responded to calls- offering face to face appointments as needed.I hear friends and colleagues complain about their GP surgeries, calls not being picked up or returned, not being offered appointments etc, and if makes me realise how lucky I am.Thankfully, my family do not regularly need to access the surgery, but have managed to as needed over the past 20 months. I am particularly impressed with, and grateful of, the service you gave my elderly parent. I phoned at 8.30am and by, 10.30am, they had a return call and an appointment with a GP. The GP, because of their symptoms, actually helped them to and from the car, as we could not go into the surgery because of COVID restrictions.Thank you, keep up the excellent work....and hopefully you all enjoy a peaceful Christmas!
They open the surgery at 8:30, but you can try to call 1-2 mins prior to avoid the long queue, which I did. Someone answered at 8:29 really rude and did not even let me finished. I had already sent an e consult so the doctor was aware already of my issue, so I just needed a face to face appointment..she didn’t want to listen and hang up on me. I’ve called again at 8:30 to be put on a long queue of more than 30 people. This is a joke. They always had a problem with the reception part. The doctors and other staff are ok and really understanding..yet they should invest more in the reception training since I know I’m not the only person dealing with this.
Friendly people, speedy service at surgery’s special St Chad’s Church hall flu jab centre. No queue.
Every encounter, be it reception, secretaries, doctors simply leaves me in despair. With no speech, I have to rely on my family to make contact on my behalf, and they now share my profound dismay at the amount of phone calls they have to make to elicit any response at all. We no longer have any trust or confidence in this practice.
Excellent and Wonderful gp Practice and Health CentreThis is an Excellent gp Practice and Health Centre with wonderful and compassionate Doctors, Medical Staff, Admin and Reception Staff who are very competent and act and behave in a professional and helpful and courteous manner.Cressex Health Centre has been providing exceptional patient care and support for myself and my family since  we moved to High Wycombe and joined Cressex Health Centre over 2 years ago.We have always managed to book appointments and/or telephone consultations on the same day if we call early depending on our medical needs.  Previously in London we would have had to wait for 2 weeks or go to the nearest Accident and Emergency Department.Repeat Medications ordered online or over the phone are processed quickly and efficiently without any delays.We are very grateful for the the medical and admin staff at Cressex Health Centre.Thank You.Mohammed K
I am very disappointed, I rang the surgery on Wednesday 01/09/021 the receptionist told me theres no appointments left and that i have to do an e consult, I then did that and received an email the next morning saying “please contact your gp to book a telephone appointment” to only be told theres no appointments left!!
Thank you for the fantastic service I received today at the Heron Practice . As Doctors practices have found it so difficult during the pandemic the service at the Heron Practice was top class and I would recommend without any hesitation .
I've been with this practice since 2003 and have always had positive experiences... Bar one rude receptionist a few months ago... GPs are always quick to respond and refer on for further investigations if needed. They listen and show empathy. DrIQ is an added bonus to the great service from all the staff at this practice.
Had our COVID vaccines tonight and cannot praise all of the staff at Owston Ferry enough, we went at the end of a 12 hour shift for them but the were all so pleasant, smiling and chatty. Thank you to each and every one of you from the bottom o& our hearts.
Always there are 8 to 9 people waiting in call list and taking more than an hour to contact on call, sometimes after connecting phones getting disconnected.
Absolutely excellent booster vaccine service - I have complained about this surgery a number of times particularly about my baby daughter’s immunisations and today I was completely wowed by the efficiency and speed of the service provided.
I had appointment at 1025am I turned up stood waiting at the desk then finally some one came I told her who I was she looked on computer then told me I was late but not by my watch,I was then told I was not going to be seen if I wanted to be seen I had to return in the afternoon,had someone been on the desk this would not occur. Then on my records I find they have put I did not attend that was not true I was refused to be seen.
Excellent service this morning at flu jab clinic .Can I suggest that for us oaps the time allocated could be a tad later. I find being at the surgery between 8-9 am jolly hard for us that are disabled and take time to dress etc .plus then having to get there x thank you .x
As usual with this practice, the standard of care & attention is very good and professional, once you are actually able to get an appointment to be seen.  That, of course, is the issue.  The appointment about which I write was prearranged at a previous visit, so was unproblematical.  But actually getting through on the telephone to make an appointment appears to be almost impossible.  This was already the Achilles heel of the practice when I was on the Patient Participation Group, and was regularly complained about in patient satisfaction questionnaires, but it is now much, much worse.  It is all very well receiving a message to telephone the surgery, but it seems to be the case that if you do so in the morning, an automated voice tells you that your call cannot be taken, whereas in the afternoon you usually find that you are so far down the queue that it is pointless to stay on the line.  The practice will sometimes use a text message to request you to telephone them, but the mobile phone they use refuses to accept replies, so once again you are no further forward.  I wonder if e-mail could be the answer?  Most people (I think) have/use it, and at least it would be a means of starting a dialogue.  But perhaps it has disadvantages that have not occurred to me.  I have had a series of  messages asking me to telephone for an appointment - fortunately it is for a matter of no urgency, because goodness knows when I shall ever be able to make contact.
Their knowledge and humanity are simply off the scale; from the moment I walk through the door, I know I’m going to be empowered to deal with whatever has brought there.  I never feel like a passive recipient; they explain what’s going on and we then work out together what can and should be done. Doctors, nurses, dispensary, admin and reception teams are all exceptional.  I keep hearing about surgeries that only give phone or online appointments; not here!  Thank you.
Your Review:  Yet again I call and the receptionist is very helpful. I have been advised by the chemist to contact my doctors if I start to come out with bruises. They said the blood thinking tablets dosage needs to be changed as my blood may be to thin now. The receptionist has message the doctor for either some advice or to call me. This is extremely unusual as months ago you would be told they are all booked up call again at 8 in the morning. We need more receptionist like the Lady who took my call. Thank you so much  you are a credit to the surgery.
The practice is very frustrating. They suggest emailing but emails are not read. Phoning is impossible, with waits of over an hour with your place in the queue never moving up. And on the website if you have a complaint they direct you to email them, but if you have a compliment they direct you to this review page! Some of the doctors are good but the admin is failing.
My wife attended this practice in December for a routine blood test. Whilst there she requested the nurse to examine a lump in her breast. The nurse referred my wife to her doctor who saw her later that day.The doctor made an immediate referral to the County Hospital. The subsequent examination and tests confirmed she had a malignant tumour. That prompt response was instrumental in her treatment and hopefully recovery. Well done Belmont surgery.
Trying to make an appointment at Chatfield Health Centre is near impossible. In fact you would have more luck winning the lottery...Spent over 2 and half hours on the phone on hold just trying to get through to reception. Absolutely dismal service.
Just had my 'flu' jab on Saturday 2nd.Very well organised and smooth running.Well done to all concerned.
There are so many issues I have had with this place. Most recently a nurse saying she’d send my prescription over to the chemist over a week later still not done. But of course I have loads of spare time to phone up again and chase.I was referred for a scan November I couldn’t make the appointment after chasing 3 times now  for a new appointment I have given up.Another referral for my ears was so sick of waiting I went private.Constantly say they are trying to improve and it gets worse.
Have been with The Orchard Family Practice for over 10yrs now and despite Covid i have never struggled to get the help needed either by telephone or face to face appointment. Drs are caring and helpful.
Very poor service and very disappointed in the practice. They are failing to comply with NHS England directives and not routinely  seeing people. Telephone consultations do not work for everyone and must go!If you make a complaint don’t expect a prompt response that’s if you even get one!
I have had very difficult experiences with the reception staff in the practice, I feel like there is a reluctance to help with any issues. When I have needed support on sorting urgent prescriptions I have been left with no support or options.
Some years ago I moved here from another Medical Centre.Since then I've used the online booking system to make infrequent appointments with my GP and for blood tests. The online systems are easy to use and the staff always respond to them. The reception staff are very helpful and are easy to deal with. My GP is fantastic, and very supportive. The phlebotomy department are all very efficient and friendly. This month I took my 99 year old father in law to the Practice to receive his first Covid vaccination. The process went very smoothly, and far exceeded my expectations in terms of getting him vaccinated. I consider myself to be a very lucky person to be a patient at this Practice. Having travelled and lived in many areas of the country, I've found the help I've received from Rosedale Surgery staff to be both professional and supportive. Please continue to maintain this high level of patient care. We appreciate your efforts. Especially in these difficult times.
I arranged a phone call to be be made to me today to talk about my bad reaction to recently prescribed medication, they are open 8.00 till 18.30 I have sat waiting for said call from 8.00  until  now 18 .00 an extremely very poor service
Top quality doctors and Practice Nurses. Brilliant admin staff who are very thorough, friendly and helpful above and beyond.
My son is new to the area on an apprenticeship and needed help. The team, from kind reception staff to thorough GP helped him. Thank you.
The reception staff are very rude and does not follow the procedures and policies. As a service provider their responsibility is to support services user with positive attitude. However this surgery doesn’t follow it and is rude toward their patient. The surgery does not accept our call which can be frustrating. I have called them multiple time and they don’t pick up calls. I know the chances of complaint being viewed is less but this is absolutely unacceptable. They need to fix their behaviour and attitude while providing or support people needs
I came here after a 111 referral for dental pain, the dentist I saw was very reassuring and lovely, knowing I was nervous , she made sure I was comfortable and gave me constant reassurance whilst carrying out the start of a root canal treatment, I was very pleased with this service I was seen quite quick aswell and given a report of what I have had done and X-rays. Best dentist I’ve been too, so thank you!
I genuinely feel so lucky to be a patient at this surgery. I recently had a smear test appointment with one of the nurses and was feeling quite anxious about it on the run up to the appointment. I arrived last thing on a Friday and the nurse immediately put me at ease - and said as it was her last appointment of the day, we could also do my asthma review (as my last asthma review had been over the phone due to the pandemic). It was honestly the best appointment I've ever had - never something I thought I'd say after a smear test!! We ended up doing a very thorough asthma review (with discussions/demonstrations with peak flow meters and diagrams), discussing anxiety and the pandemic and vaccinations and of course my smear test (which took all of 2 minutes and I was made to feel really comfortable). The nurse (sorry I can't name her as otherwise the review won't post) was genuinely fantastic at her job - and seemed to have all the time in the world despite it being last thing on a Friday after working such long hours all week. She even followed up with a phone call a few days later to answer a question I had about the vaccines. She was just brilliant and a real credit to the surgery. I have to say though, the nurse being so good didn't really surprise me as every experience I've had at The Oaks has been a really positive one - speaking to friendly and helpful receptionists, receiving help from caring, understanding, knowledgable doctors, great asthma care, access to same day phone appointments and the online forms... the list goes on.I just want to say well done and a massive thank you to everyone working so hard at the surgery during what must be the most challenging/scary year of your career. You have really done yourselves and your patients proud. :)
I joined this practice a year ago and am so glad I did. I have been given exemplary care and attention from the GPs at the practice. Thanks to one particularGP’s help my heart procedure was brought forward by a few months recently, and I will be forever great full.  Protocol will sadly not let me name him. I have been able to have a face to face appointment when I needed it, and only days ago I had a telephone appointment at approximately 10.00am. I collected my prescription with an hour from the pharmacy, and at 3.15pm the same day had a message from the GP giving me of the results of my X-rays and informing me that a physio appointment had already been booked for me. I don’t think anyone can ask for better service than that!! Admin and nurses at the practice are always very helpful and professional. All round I am very happy and would highly recommend this surgery. I just wish I had joined them years ago
I booked a telephone appointment, which was a 1 month wait. Call was meant to be between 7am and 8am. Sat with my phone but no call, had to start work at 8am. Call came in at 8:17am which I could not answer. 20 minutes on hold to arrange another. 5 days later, call scheduled between 9am and 10am. Finished work at 9am to find call was missed at 8:46am. Called to get a call back. Then got a text blaming me for not picking up and cancelling the appointment. Now have to wait another month! Rude receptionist. Incompetent.
this whole practice needs cancelling and a new restructured practice put in its place. the whole organisation is laughable or would be if it was,nt for the fact that they are supposed to be looking after our health. Why can other local practices get it right and sovereign make such a fist of it?
I visited the practice after being called in for routine monitoring. The receptionist who greated me was so lovely, friendly and professional it was at the end of the working day but she was so vibrant and warm. The practice nurse done my bloods and very kindly added extra after advice from the GP. Nothing was too much for these wonderful people. I then received a call to update me on my results the following day. I was amazed that I didn't have to chase these. Such a wonderful surgery, would highly recommend.
I understand we are in or coming out of a pandemic. However turning off your phone lines, not taking calls and not seeing children is disgusting. I came into the surgery this morning and was sent away to fill out an online form.. I still have not had a call back from a dr! Something in patient care needs to change. You were never this busy or for a better word uncaring before covid. Why now.
I have been calling my GP to help to be put me  trough their system for the second doze of Covid19 vaccine. The reason why are: first of all my second appointment booked together with the first one has been cancelled, secondly via online system the closest centre available for me to book is Malvern and during week days I cannot go there. And thirdly , the Boots centre advised me to call my GP to rearrange an appointment with them when time comes for the second doze. I understand the lack of an online booking system ( calling 119 didn't help as well as they could only book me in Malvern)  but whom is going to understand me then? I do not drive, my husband working remote and having kids to look after ... I cannot afford to go by bus  17 miles away when funny enough there are vaccine centre in Gloucester where I live. It is very much frustrating for me when meeting these expeditive receptionist, and is not the first time when my query was with no importance to them.  And also is even more frustrating when all my relatives and acquaintances were appointed locally for their vaccine , including my husband and I cannot because the online booking is set on Malvern the closest available centre assigned to me. I honestly thought my GP would be more understanding but apparently they are also stuck and helpless with the booking system.
Tried numerous times to get a helpful conversation with my doctor, but every time he is very dismissive and doesn’t let me say what I need to (I think my phone calls are 2 minutes long). Receptionist are fantastic and really caring but I feel left for the wolves with the doctor!
As always my telephone interview was extremely helpful, delivered on time and with the usual care and attention I have come to expect. Thank you
Received a text message last week to invite me for a flu jab, called the surgery, got booked in for 8.00am today, really easy - reception staff extremely helpful. The nurse today was very professional, organised and I was in/out of the practice within 5 mins.  Under the current pressures I think the team at Loddon Vale Practice have continued to do a fantastic job...well done and thank you all.
I've used this surgery for many years but it's hard to get app there anymore . I hope the surgery continues after covid for local people
They don't answer the phone. You get put in a robot automated loop with a patronising message saying they are too busy to answer.Its inexcusable in this day not to have the technology to arrange a medical matter without this considerable inconvenice.
The booking system to see a GP is not practical. You only have a couple of hours in the morning to book an appointment which turns out to be a telephone appointment.  The GP would only give advice by telephone on one issue and says that I have to book another appointment if I wanted to discuss another health issue, very disappointed.
Tried to arrange a consultation, however as the receptionists must triage patients it is like trying to scale the Berlin Wall. In the end went to the urgent gp clinic at the hospital, where I was given the antibiotics I needed.The telephone message advises no rude or aggressive behaviour from patients, what do we do if it’s the receptionist who is rude? Oh yes, we can email! 🙄Looking to leave the practice as soon as possible after 30 years of being with them. The service has got progressively worse over time. Cannot believe the surgery closes for half a day regularly to train staff. In what?Overall, extremely obstructive reception staff, you may be lucky and get one helpful staff member, but good luck with that.
My baby girl supposed to have three doses of vaccine. Two times out of three they were cancelled. The GP fail to tell us in advance so I took my baby all the way from home to GP only to be told the appointments are not happening. Ridiculous.
You can only ring after 10.30 for a non urgent appointment which is fine only you when you do phone back you are in a long queue which is is no good when you work and only get half an hour lunch as you are still on hold? Call after 5pm to be told there is nothing to ring back after 10.30 the following day! No wonder patients get irate its absolutely useless
Received a letter requesting me to book a routine test. Eventually (day 3) managed to fill in the details online to book, having tried several times by phone as well as every day online. I was actually called a short while later that day to see if I could make a cancellation that day but due to work commitments I was unable to. I received an appointment by text which suited me, followed a few days later by an amended one which was slightly inconvenient but I planned my day around it. I arrived to check in on the day to find I had no appointment and had even missed an appointment the previous week that I had had no notification of. I was then offered an appointment later that day for which I requested a text confirmation and was assured it would be sent. Guess what...it wasn't. I was therefore unsure if this had actually been booked. I managed to get through by phone to find it was confirmed, so raced out again, leaving half my lunch. This time I could check in, to an appointment overrunning by 14mins - try 35mins in the end, for an appointment lasting less than 5 minutes. Getting jabs for holidays and the associated chit chat took the extra 20 mins, clearly audible in the waiting spaces outside.
Continues problems booking an appointment. I called at 8am this morning and the automated messaged stated it was closed even though the message said the opening hours were 8am. I called a shocking 85 times up until 9am with no possible way to get through to them with the closed automated message being the only thing to get through to. This had led me to spend 4 hours in a&e for something that I already had a gp appointment about last week but was not properly checked and now my symptoms are significantly worse! To top it off I've still had no help as had to leave a&e before getting any treatment due to having to pick my children up from childcare. This had cost me a days work and late fee's for childcare. This GP has been a real nightmare for the last 3 years at least. It does nothing but fob me off, make mistakes and rush appointments. I am now going to be switching doctors after today. The fact they can't even organise a phone line confirms that they cannot be trusted with mine and my children's health. I would 100% avoid! Everybody I know who uses this doctors has had nothing but bad things to say for several years and it's getting worse!
My 86 year old mother went into the surgery to book an appointment. She was told she can’t book face to face, she has to do it online. My mum can’t do that; she’s just not able to. She was then told to fill in a paper form, which would be reviewed the following week, when the team would decide if she needed an appointment! My mum is a very robust lady, nothing phases her, but this really upset her! Very poor service for elderly patients!
When trying to use the online booking system one has to identify the 'main symptom' but the issue is that the automated system only seems to recognise things like 'cough' or 'sore throat'. Beyond that, there's no way of moving past the first page to be able to try to get medical attention. You end having to select something completely nonsensical to your need to try to get anywhere. It is the worst system I've ever encountered and must be a deterrent to so many people who need help.
I filled in an online form as I was havng significant trouble getting through on the phone to discuss an issue. I recieved a reply asking for pictures which I immediately sent. After a week of waiting for a further reply I call to enquire about the response only to find the pictures had never reached the GP due to the recptionist not having sent them to the GP. When the GP called to resolve the issue they said they weren't surprised that the receptionist hadn't sent the images. I was shocked that even though there is knowledge of a training need which is having a significant impact on patient care that it is not being dealt with.
Due to the lift being broken the Dr found a downstairs vacant room because I cannot climb stairs. From then on it was a whirlwind of a consultation both physical and verbal. Twice I asked the Dr to please show down. The questions were fired at me. You'd think they had a train to catch. The Dr did not even sit down but stood up throughout. . I've never experienced such a rushed appointment and I came out feeling unhappy. I hope this was a one off. It was my 1st face2face at this surgery. Receptionists and phone consultations have been very good. Shame the Dr let the side down. Then when I came for a face-2-face with a Nurse last month similar thing happened rushed throughout the appointment and she came over stressed. Certainly elevated my BP! Such a shame as I transferred from Mendip Vale, Worle and never had a bad time in 6 years as a patient and during Covid. They were excellent.
On my ninth attempt to get on the call waiting list I eventually got into the call que, I then waited 35 minutes for a person to answer my call. (photographic evidence).I asked for an appointment with a doctor, I was asked what my problem was, I gave details of my symptoms and the person on the call gave me a diagnosis and told me to see a physiotherapist and not a doctor.The pain I have is the area of my kidney.I am not satisfied with the call wait but more un-happy that the un-qualified person on reception is diagnosing my problem.I had to insist on an appointment and eventually I was told a doctor would call me.This is totally un-acceptableIf you go back to your feedback I am a very positive person and have left top positive feedback to services received from the nurse practioners, on more than one occasion but I was left shocked by this experience.
Attended for annual 'flu vacc..An efficient and well run procedure, well marshalled by the excellent volunteers
Extremely helpful. We are fortunate to have our drs opened throughout pandemic. They have met our needs and demands and all I can say to the entire team is THANK YOU. You are human too.
cant get an appointment even if you phone at 8am and sometimes just get a message to say there are no appointments available that day and if you get to see a doctor its is only a resident and they have to confer with other gp's what is going on!!!i asked the receptionist why only to be argued with disgusting.
Finally got to see a doctor after waiting approx 1 month as first appointment was cancelled due to doctor being off sick wanted to speak about a few things was told I had 15 minutes which was not ideal felt really rushed and as if they weren’t really interested in what I was saying I rarely go to the doctors so feel when I do go I should feel able to have time to explain why I am there without being rushed.
Great experience. Efficient, speedy and friendly. Explained everything well and I did not feel rushed. On time. Always feel welcomed on the few occasions I visit this practice. Keep up the good work. Thank you.
Each member of staff I spoke to was clear, polite & professional. Thank you for your kindness & support.
Having moved back to the area we chose to go to Thornfield medical practice as when my mam was alive she always used this doctors. May i say the service we get is fabulous, we are kept informed of appointments etc by text, phone or letter and we feel very valued. The help they gave to my mam was very good. If and when i had to ring for anything concerning my mam they always were helpful and considerate towards me. Throughout the pandemic the receptionists have been exceptional. Whenever i have had to ring them concerning my other half ( he has had a stroke) they are 100% proffessional  and caring. i would like to say a big thank you to all the staff for remaining steadfast through what has been an awful 18months. The practice i was at in  Yorkshire could do with taking some pointers from thornfield medical group staff !! many thanks again
The reception staff, nursing staff and doctors are really helpful and professional.  Never have a problem getting an appointment or receiving call backs.  And they have been great at administering the Covid vaccines.  Great team and practice!
My appointment with a nurse was prompt, friendly, informative and efficient. I have found doctors and reception staff are equally so, all working together as a team for the benefit of patients. This amazingly good level of provision is maintained 12 hours a day for every day of the year. I am very grateful.
Rarely get through on the phone, when you do get an answer the line goes dead after 30 seconds of rubbish screeching muzac leaving patient unsure on whether the auto answer system has disconnected the call or not.
The staff have always been lovely whenever I've managed to book an appointment, however, actually booking an appointment is an impossible task. Expect to wait 20-60mins on the phones. I've tried calling 5 times today with no luck and the econsult online form isn't available. I've been told by 111 to get an emergency appointment here but can't because no one answers the phone.
I have been a patient at this practice for many years and never had a problem. The staff are always helpful and polite and always try to assist in what I need, never had a problem in getting to speak to a doctor or seeing a nurse. Thank you for all your hardwork
We have been with Stockwell Group Practice for over 40 years. The practice - all staff: doctors, nurses, reception and others, has always been very good. In the last 9 years  I have been the sole carer for my husband - stroke in 2005, housebound from 2013, bedbound from June this year, and his well being/health has deteriorated with age and illness over time. And the care I have received from this practice has been exceptional.  In the last few years as life has become more difficult I have felt upheld and supported, been given advice and medication or referrals when we needed it and I simply could not have managed without the patience and kindness I have experienced. I have never been made to feel a nuisance, the receptionists are always helpful, the doctors go out of their way to be supportive. Last week I had to call 999 on Monday, and the paramedics who were here for nearly 5 hours contacted the practice. One of the GPs then called me to say she'd be coming round and after examining him, realising my husband needed to be put asap on an antibiotic, she then went to the chemist before it closed, and brought the meds back to us. What can I say more. Even if we could, I wouldn't want to move home right now simply because we'd have to change to a new surgery. Thank you all at Stockwell Group Practice.
I called in the morning at 8am to get an appointment, when I get true they said no more appointments for today, I told the receptionist I really have to see a doctor today. But she was rude and she told me she can book me next week, this is ridiculous if I have a serious problems I can die by next week. Well done NHS
I called yesterday as I was experiencing severe ear pain with temperature. Doc. xxx prescribed me a nasal spray regardless my request for an antibiotics as I was feeling awful and ear pain was getting worse over the past 3 days. She said I didn't need one, that antibiotics won't help me. Over night, my temperature went higher and I felt more pain and ear area started swelling. I called again today and I was told that I spoke with a doc yesterday. I explained that my symptoms got worse and I did also reply to the message she sent me yesterday through their system to let her know I was getting worse. I had to go to Urgent Treatment at Ealing Hospital where a doctor looked in my ear and said that an antibiotics was really much needed. He gave me a box with 15 capsule of amoxicillin to take... Infections could have gone worsen and caused major long lasting problems, the quality of care of this GP is extremely low
i have been attending this surgery for many years, I can say the service is amazing. the staff are always so helpful and welcoming, also able to help with my medical needs.
Receptionist are rude and unhelpful. I seen them having there own conversation and took a while before they answered the intercom. Then they were blunt and unhelpful. This is the second time it’s happened amongst a series of other services below standard
I went to the Saturday flu vaccination clinic and everything worked very well - like clockwork, but with friendly and helpful staff. I got a reminder the day before too. A very positive experience
So my experience had been very bad, taking so long to actually talk to a Dr, but once I did I have to say the service was excellent, a full explanation, treatment options and caring. Just how much longer will it be before we are able to book appointments either in person or phone consultations ?
I cannot believe how rude Receptionist is! She has just rung off the call after I was waiting to get through 15 minutes because of delaying my voice…Staff training and screening is needed!!
I have never had a bad experience at this GP surgery. As I do need relatively constant care, I have been visiting the surgery more than I would like to. But, everything works really well every time, as everyone is very polite, kind, and accommodating. I want to thank each and every member of the surgery for their hard work and dedication, and for making my not always very comfortable visits...very comfortable. If my assessment is correct, It looks like everyone likes working here, so I do hope that everyone member of the staff has a safe and rewarding work experience. Thank you again especially during these last 2 very challenging years.
Impossible to get an appointment. Can call several hundreds times between 08:00 and 08:30, only to be told (once you finally get through) that they are fully booked and to try again tomorrow.Recently found they have an online tool for submitting a consultation-request form, but that always seems to be unavailable; saying to try again the following morning. Having worked a great deal in I.T., this is the only such system I've ever encountered which isn't available 24/7 - It's ridiculous.  How is anyone who works full-time supposed to get an appointment? Leaving this surgery ASAP.
I had my appointment today, I arrived at the medical centre on time and was surprised that the medical centre was moved to somewhere else, I called straight away to informed them that I will be arriving late and the receptionist said she will inform the nurse no worries.I was waiting for this appointment for a long time because of the lockdown. I managed to booked and these people failed to informed me that they have moved somewhere else, because of that I arrived late and the nurse refuses to look after me, the receptionist said it was my fault you should have checked the website. I have not received any letter to confirmed my appointment and even on the phone after I have called 3 times none of these receptionists has mentioned the fact that they have moved to a different place.Please train your staff properly and at least send a letter or a msg to inform your patient about these important things.I was told that the manager will give me a call but nothing yet, guess they don't care about people.I would like to know the produce when it's come to the appointment are they not meant to send a letter or at least take the time to inform the patient about important information.I am a patient there for more than 5 years why I have not received at least a letter.Hopefully, someone will see this review and will contact me for an explanation.
On the whole I find the receptionists surly and unhelpful in my opinion this needs addressing never had a problem with the doctors themselves
The doctors are usually brilliant with helping get things sorted for the patients the doctor that I had today tried as much as possible to help me woth my problem and set me on the right track, my only problem with willowbank is trying to get appointments it can be daunting with 30 plus calls in one day just to get through but once sorted they really do try to help as much as possible.
Just had ot say what a great,quick,stress free, professional service FMC is conducting over the Covid injections...From the guys in the car park,the ladies on the door, the People giving the injections it all runs like clockwork..and it was painless...My husband and myself were very impressed at how the surgery is handling this .Thank you!!
Very friendly and competent staff. I had a complicated problem and it was dealt with, by the pharmacist, speedily and professionally.
Great service and professional. The professional care given is of a high standard. I am very grateful to be seen by a remarkable doctor. Thank you.
I thank the practice team, they are all doing an extremely fabulous job under the difficult circumstances. Excellent service from telephone appointments , front line staff, nurses and direct Doctors one to one chats. Brilliant service can’t fault them. Thank you for being there.
Never really had any problems with this gp always managed to get urgent appointment when needed I suffer with C.O.P.D and blood problems this practice have been brilliant with sorting my care out what I need the reception staff are always friendly and helpful.
I attended the surgery this morning to drop off a sample. There were 3 staff seating at the reception doing nothing but chatting to each other. I had to get their attention to tell them why I was there. One of them said to me that the samples had already been collected and I responded that I am not bothered about collection, I just wanted to drop it off as instructed by the blood test nurse. She kept on repeating herself for about 3 or 4 times and I gave her the same response. Eventually she told me to leave the sample there and I left.
I was happy to recieve contact and the discussion with the doctor. A faca to face meeting would be better.My follow up appointment with the doctor I found to be much better. I am uncomfortable trying to dicuss issues over the phome.
They have new management and honestly it’s been a great improvement (kudos to the new management). They have moved consulting from e-consult to Klinik which has been so much easier to use and I was able to get an appointment in no time. Their new website is so much nicer than the old website too.
Was seen by a doctor within two hours. Now that’s service. Well done to the team at Dorking Medical Practice. Thank you.
I've had Eye Surgery at Yorkshire Clinic and was given drops to use in my eye, four times a day and contact my GP surgery for more when required. I went to Clarendon Medical Centre to make a request and was told that my prescription will be sent on same day (as it was urgent requirement) to pharmacy and they will deliver the next day (Friday) I was happy with that but when delivery didn't arrive, I contacted the pharmacy and was told that no prescription had been sent to them. As this was Saturday and the clarendon Medical center was closed. I went without eye drops for two days (Very dangerous according to Pharmacist). I went to the pharmacy to collect my medication again on Monday and was told no prescription. I went to Clarendon Medical center again and was told oh sorry some mistake had occurred and prescription will be sent today. This medical center should not be playing with patients life. Lack of eye drops could be very harmful to my eyesight. please sort your selves out.
Greeted by cheerful, , helpful receptionist, different to a couple of weeks ago, restored my faith in the practice.  GP was great too! Thank you
I tried to register to this gp and it took 1month and I am still not registered. I am calling them every day and they always say this week this week . I can not understand why ??? I have to book a COVID-19 vaccine and I can’t do it because of my gp. Disappointed
I’m shocked at how difficult it is to contact the surgery. Phone system leaves you on hold for a long time to cut you off when you’re first in the queue. Not sure why appointments cannot be made in advance as per pre pandemic, even if they keep it to a telephone pre planned appointment. There will be lots of issues that don’t require time off work whilst you’re on hold to try and get an appointment but still need to be dealt with. Hospitals are still providing pre planned services so cannot understand how the GP surgery can’t ? They wonder why people are annoyed and frustrated when they finally get through?
Superb organisation of covid vaccination. All staff and volunteers helped to make our vaccination experience a positive and caring experience. Well done Sycamore house surgery for your  professionalism. Well done NHS!!
The process is very long and you need two appointments (1 telephone & possibly 1 face-to-face) for your problems but if you need to see a Dr you get an appointment. Of course it does mean your Doctor is having to double up on his/her work. Consultation with the Doctor was completely professional, and handled with care, compassion, empathy, dignity & respect. I was given the right amout of time to discuss my problem & very happy being a patient at Drayton surgery. In addition:People like to moan about GPs & surgeries but fail to understand what actually happens.Everyone works extremely hard for patient's & far too often its not appreciated.
This is in my view a really outstanding GP practice.  In my last visit I was brought in for a same day injection of my hip by the duty doctor.  Within a week or two it settled.  This morning I phoned to arrange a blood test.  Reception staff polite, professional and understanding.  OK there was a wait to get through but hugely better than any other service I could name.  COVID vaccination response was superb.  Every doctor I have seen has been outstanding with real professionalism, skill and kindness.  Praise where it’s due.  Thank you all so much.
I registered with this practice in 2021 and, they are honestly the best GP Practice I have been  registered with, all the staff- clinical and admin go above and beyond to help and are also so helpful, professional and friendly  in a very challenging environment. I have never been disappointed and the care me and my family have received from them has been nothing short of outstanding. I would highly recommend them.
It is understandable that any practice is incredibly busy at this time of year - regardless of being in the middle of a pandemic. However…. I truly believe that it is unacceptable to be told that you will be contacted by a doctor, only for that not to happen.this has happened on two occasions whilst trying to book the same appointment. On contacting the surgery, it is then explained that the GP had to cancel for what ever reason. I have then had to contact the surgery and go through the appointments procedure again. Now, whilst having been advised to call     For results of a test, i am told that the GP hasn’t looked at them yet. On two occasions i have been asked by reception to call back the following week if I have not heard anything. I am still waiting, and the results are still with reception.
So supportive in changing the name on my NHS app to match my passport in time for my holiday, really appreciated. Thank you.
Very disappointing service when GP doesn't write down your conversation when on a telephone consultation.Unable to access some blood tests and diagnostic tests without having to jump through hoops to get anything done.Looking at other reviews it appears the practice doesn't even acknowledge them or respond.Advised to get specialist advice as if they referred would probably be rejected?
It is virtually impossible to get through on phone , always engaged, tried at several times through the day for my mum who had also tried the day before.  Then when I got through i was on hold for one and half hours , realised something was wrong , that somehow lost in the system. Hung up and tried again,  said I was one in queue , then few seconds later said I was 2 in the queue, eventually when I got through the receptionist was not much help.  Said I could not prebook book an appointment as had to ring on the morning I wanted it or had to use e-consult system.  Suppose people like my mum cant use internet or dont have it , there should be a system where you can do everything either by phone or internet or in person.  Told to write a complaint if I felt so annoyed with it so a complaint over phone isn't enough for them to consider changing system again.  All these things discriminate against the old, illiterate or educationally challenge as they are least able to navigate the internet.  Its disgusting  , its not the first time I've experienced this,  its been going on for over a year since I've been dealing with my mum's care.  Not every surgery is like this.  mine has all these alternatives in place and so had my fathers.
When I submit my repeat there is always at least one item missing. This means I have to contact them to find out why. This means each repeat prescription takes 2 receptionist interactions and 2 doctor interactions instead of just one. It is impossible to get through on the phone. If you do get through there are no appointments and you are told to try again later. When you explain you have been trying for days you are told "well everyone is in the same boat." That is not helpful.The helpful econsult is now only available for an hour a day. It feels like every obstruction between me and my doctor is being used. I am at a complete loss. There is nothing I can do. I have serious mental health issues and these issues cause massive anxiety.
This is a private practice fully funded by the NHS..? Okay, so they receive a payment once you register making the practice profitable. If you use the practice the. This costs it money. Maybe then, this is the reason that that it is virtually impossible to make an appointment to see a GP? I tried for 2 hours recently with no success. I have been at this practice for 6 years and have only ever been able to book a Locum GP?! What we are never told us that we can vote with our feet and move practices because they are privately run’. This practice happily takes your NHS funding and then makes it almost impossible for you to see your GP....if this was a true private enterprise they would surely have gone into admin....but fortunately my NI contributions are guaranteed.
if there is a worse run surgery I hope never to encounter it. Reception staff who seem to treat it as a personal challenge never to get you anywhere slowly; doctors you never get to see - its been 3 years since I was allowed to see one. A triage system which is broken and again seems designed to prevent you getting to see anyone - and isnt available over a weekend anyway! My latest encounter with them they couldnt find a blood test they sent me for, then spent 10 minutes trying to convince me I hadnt been to get one when I said I did. Then the receptionist thought it 'unlikely' in her experience I needed to see anyone despite the doctor on the phone from another practice telling me I should. Obviously a receptionist trumps a doctor - if there are any doctors at King Corner that is.....
Reception staff occasionally very snappy. Yes they are under pressure but so are we all. Ridiculous you have to ring on the morning or afternoon you want an appointment.  There should be the opportunity to forward book some appointments.  The appointment boiking staff are not GPs  or medical practitioners but some like to diagnose and say whether they think  they will let you speak to someone, which is unfair.
Got sent for an echocardiogram on Dec 2021 at Pembury. Waited for results for ages, finally chased them a few months ago and they said, sorry not received any results for this scan. Contact Pembury, Doctors secretaries. Which I did, they said it was sent direct on 21 Dec to GP. So where is it?Chased them last week again, they texted me saying results were 'normal' yet been given medication something they say I do not have? Somethings wrong? Husband always has problems dealing with them as well.
I went to the outdoor flu jab clinic and was very impressed with the speed of service and efficiency of this appointment!
If you are unable to process a prescription quickly please can you say, make this clear?  having been standing in a chemist at 5.30pm yesterday and being reassured the prescription would arrive, what a surprize when it didn't! How is this service so poor?
The nurses were very friendly and put you at ease by talking to you about everyday things. Quick service and we'll organized.
After having 7 years with a GP who constantly forgot to do prescriptions on time, dismissed any concerns, neglected a diabetic problem, never called back when they said they would,  it is a joy to be here.  Nothing is too much trouble, they have done more for my family in the year we have been here than our last GP did in all the years we were there. I know that our health is in safe hands, the receptionists are kind, caring, compassionate, polite and go out of their way to help. I want to say to all at this practice, thank you for caring enough to do a great job in very difficult times. I am very, very lucky. This is what a GP Practice should be.
Came for flu jab was very disorganised, nobody knew what was happening no internet,my daughter in law had to have hers in the rain,the booking in people  when went to find out answers to questions from patients even the doctor said the complete opposite of what we were told.then told go long here and there were people in corridor asking if had before but not saying  what they were offering then when asked about COVID was told go here but no signage put up to redirect patients.i must admit when found room to have COVID the nurses were brilliant and when I said what doc had said about having vaccine they said they would do in other arm. I think if you were to do this again  anyone involved in this  should know the facts. I was queuing up first at under 65 table because no one said it was that,then hen I asked had to go somewhere else. This didn't bother me but then people who decided to come in out of the cold then decided to not wait their turn it was a nightmare.
I have been going forwards and backwards to this practice with symptoms. I have been unable to see a doctor always being referred to a nurse. Recently diagnosed with terminal lung cancer. I am prone to chest infections and believe I currently have one. I have also been advised to see the doctor about a number of other things and I still can’t see a doctor. Instead being prescribed antibiotics for a chest infection they haven’t even checked. I feel I have been let down by this practice and i am currently looking into the complaints procedures.
The lady who took my call was extremely short right from the beginning, she seemed in a bad mood and there was no common courtesy at all. For example I asked if I could make an apt to see the dr, she relied “no, I will book you a phone apt”. I accept that the GP’s are all maxed out and pushed really hard during the last two years, but if you have a policy of common courtesy that you expect from the public, you should show that and champion it yourselves to your patients.Maybe she was having a bad day, but I guarantee most of the people calling are also having a bad day. I work in a hospital, I know that whatever I am feeling should be put aside for the benefit of patients and other staff. There was nothing at all to suggest she was caring, and the manner of her tone was really awful.
All practices are under pressure but for some reason this practice adopts a very disturbing welcome message that says if you are looking for an appointment the waiting time is more than one week and that this appointment will only be a telephone appointment at which the doctor will decide if you need a face-to-face.  This has been true of all my appointments and I worry tremendously that if I did need a face to face for an infection or something, the help simply would not be there.  My experience of the hospital has been a 12 hour wait for an ambulance and then being left in a waiting room for a further 8 hours before being brought home untreated and with severe dehydration due to no drinks being offered to me, so I dont even have the option of going to a hospital.  This is wrong and I have no option but to look for a surgery that will at least give a more welcoming message when calling.  My last call to the practice was today and after the initial horrid message I was connected to a very helpful and considerate lady.  I only wish they would change that vile message.
Registered at Newlyn, live in Newlyn but sent 8 miles up the road to another surgery because it suited the Atlantic Medical Groups Business Model. The amalgamation of the practices means the patient gets a worse service. Full of admiration of the Front Line NHS staff but really really have a low opinion of the business/administration side of things.
I arrived late on a Sunday for my annual flu jab, but the staff were understanding and helpful. I only waited s couple of minutes before being called for my appointment. The pharmacist who administered my jab was very helpful and knowledgeable. The procedure was fast and efficient. I was out within ten minutes. Excellent.
I have been a patient of this practice for over two years I can honestly say that I have tried time and time again to resolve issues that should be easy to resolve if it felt like someone cared. The doctor who is supposedly looking after my diabetes care 2 years has never once asked to discuss my diabetes or give me an appointment.  I have walked out of the doctor's office in disgust at the appalling attitude and lack of care. Over the years I have seen heaps of doctors some great some not too bad but this is on another level.  I have lots of very serious medical problems. I've made official complaints twice, been so low at times that I have felt suicidal. When I last felt like this it was a Friday and when I called they just said to ring back on Monday... it raises questions about the care.  Sad that with a bit of care and effort they could they could be good...but that is a long way off... my advice is to always leave feedback and complain when necessary. I'm glad it's not my karma I have to live with. Shame on them.
my daughter has a 14 month old son who contacted this surgery and explained how she has experienced difficulty with money resulting in all her energy gas and electric has  been turned off she  was told a care worker would get in touch for 3 days we have been calling and been hung on constantly shes going to ring you no  help still today 3 days later no support no call she is staying with myself in a one bedroom bungalow with my grandson appalled at the lack of concern for a baby and mothers welfare.
Rang yesterday, 53 in queue!Doctor was supposed to ring in the morning but did not, so I rang at 2:30pm when the surgery reopen 40 minutes later was told the doctor had rang twice within a few minutes of each call at approximately 2:50 pm! Had to in on 5/5/2021 at 8:30am, 34 in the queue, it took 45 minutes to get to 25 in the queue my phone went flat. Rang 5 minutes later 60 in the queue, what is going on here?
Just spent 47 minutes holding on the phone  to be told that I have to do it again tomorrow. A ridiculous way to run a service!
Attend for a vaccination for Shingles yesterday Seen within 3 minutes of arrival The procedure was explained fully and possible side effects were discussed The actual injection was painless. The health professional was professional throughout the procedure A very positive experience
The receptionist is so very rude , I visited the GP for the first time because the door was open and I just recently moved to the area. There was no information about their timing even though its on the website and at the time of my visit it was indicating open. The receptionist working this morning 10.02.2022 jut slammed the door in my face after she had asked if I had an appointment and I said no.  I believe the NHS does not want patients to abuse  staff I felt abused by a member of staff. Kindly speak to this receptionist as she is the face of the surgery.
The staff have always been very helpful during a very worrying year due to many health issues.  Always got telephone consultations quickly because of health issues, and a visit from a Doctor recently due to health issues because unable to visit surgery.
Nice, modern little local GP surgery.Received efficient, skilful treatment.One complaint - I can't find your address on your website!
My query was dealt with quickly and communicated back to me, out of hours I’d like to add, with excellent communication.  Thank you
The doctor was kind and helpful and followed up when she promised she would. Very easy to contact the surgery through the online service.
After going to Crookhorn surgery were I was book I was told it had been changed to Cosham via TXTbut I dont always turn my phone on I do not use it as an extension of my arm, like the youngsters.  Once there I was over my appointed time and had to rush to Cosham were if I had not insisted to see some one I would have had to have gone away again.  Like every one I can not afford to keep running my car.  The receptionist after a while got me in which I was very grateful for if I would have had to come back I would not have bothered.
Very efficient, helpful practice with pleasant staff. Went for flu jab recently and was all done and dusted within 10 minutes, everything so organised.
You might as well not bother at all. Any time we have visited they have done practically nothing. They send you some links of articles that you could have read yourself and tell you they cannot do anything else. A proper nightmare for parents with little babies that are left to figure things themself. This dread of offering any kind of medication, even when essential, its shocking. Poor medical knowledge or just passive staff. Just awful.
Thanks so much for such friendly, caring staff and efficient service; from the receptionists to the doctors and nurses, everyone has been amazing. This makes such a difference to the lives of your patients, thank you so much.
Always friendly and helpful staff. Usually a good experience when seeing clinicians. All in all a caring practice.
Two very helpful GP appointments discussing symptoms, planning diagnostic care and with a detailed follow up review.
I have had test results lost and tests repeated over past 18 months several times, the reception staff are very rude and dismissive i have been on the receiving end of this and have witnessed it in the surgery. I am currently in the process of changing gp and at last get the answers i am looking for.
After trying 288 (yes you read that right) times I finally got in the telephone queue! Took me 20 minutes to get from 26th to 1st in the queue so at 8.30 I finally spoke to someone who said sorry no appointments left! Please contact NHS 111 I politely informed them that NHS 111 had told me to contact me GP for an appointment today and they said, you will need to go to a walk in centre. They have oversubscribed themselves and have too many patients to deal with and its the patients that are loosing out.Avoid if you can.
Dreadful service. My current complaint is that after a telephone appointment last week, my prescription was meant to be phoned thorugh to the pharmacy. By Saturday morning, the pharmacy hadn't received it. I tried phoning the surgery this morning but after over half an hour on hold, I had to go and do my job. I go to the pharmacy this afternoon; still no prescription. I have just had to sit on the phone for 47 minutes to wait for my call to be answered, to be told that someone will phone the prescription through tonight. This isn't the first time a prescription should have been sent through but I have ended up having to chase it. Such a simple system, and still they manage to make it more painful than sticking pins in my eyes.This is just another incident in a growing number of shocking experiences with this surgery. In January I was made to fill in e-consult after e-consult form for an ongoing issue that they were unable to diagnose. Ridiculously, the e-consult system starts afresh every time you are forced to use it, so there was no continuation of care as there should be from a doctor.  I was driven to tears on the phone trying to get someone to help me. Then again in the spring my 11 year old daughter had a suspected infection. I filled out an e-consult form where I was told that because she was young, the surgery would contact me for an appointment. They never did.E-consult does not work and this surgery really need to overhaul their systems. It doesn't have to be this inefficient.
My appointment today was on time. It was thorough, sensitive and addressed all my concerns. It was friendly with all my questions answered. Thank you.
My experience with the surgery has been exceptional.  Despite the COVID pandemic pressures, the entire team were calm and organised which really put me at ease during the vaccination process. My appointment was booked extremely quickly and the queue was well organised so the whole process didn't take long at all. At the same time, the doctors were attentive to detail as was in my case, and you could see they genuinely care about each individual patients. I'd recommend the surgery to anyone who wants organised and patient centred care.
I rang to make an appointment. I waited a while to get through, but that is understandable. The receptionist was very helpful and did everything possible to arrange an appointment for an on going problem. Thank you
The staff at this practice are kind and patient. The GP are very attentive and great.  I am happy to be registered at this practice. Great job guys!
I visited the practice's website, and found information that in order to make an appointment I need a "Patient Access" account.Sadly once I logged in into my account I saw this: "Sorry, your practice does not currently have any appointment slots that can be booked online."The information on practice's website is either wrong or outdated. It looks like the only way to make an appointment is over the phone.
We have been with this surgery for over 40 years and we have noticed a deterioration over the years. It is a great stress to book an appointment and speak to the receptionist .   During the pandemic it was impossible to see a GP and we had to speak to a locum over the phone who was not helpful and personal information was lost.  The locum did not return our calls as he had promised and we were forced to go to a private doctor to get any  help at all.  The surgery has gone downhill rapidly and I would not recomemend it to anyone.
I have needed the surgery several times during the last year. Yes, I’ve had to put in some effort myself to get an appointment, but I have always had a great response, including several face to face appointments. With over 25000 patients I think they do a fantastic job.
My 84yr old  mum is a new patient at this practice and I can only say the staff have been fantastic with her.
I attended the nurse since mid January with a very badly infected right legHer treatment of me and my leg has been truly amazing not leaving any stone unturned informing me of every stage and precise instructions for me in between appointmentsI now have my leg almost healed without her dedication this would Not be the caseThank you EnormouslyDennis CLIVE WAle
RMC is an extremely well run, professional, discreet and organised outfit.The doctors, nurses and practice staff are all helpful, punctual and experienced. Their advice and  follow-up is second to none.I would strongly recommend them.
Just had to say how lucky I am to be a patient at Grenoside Surgery, all the staff are so lovely, helpful, sympathetic and thorough, yes I’ve been 17th in the que when booking an appointment but it’s understandable in these difficult times and when the receptionist answers they are always so patient, I actually prefer this system, rather than waiting in the surgery!! A big thank you to you all xx
This GP practice used to be excellent but it is now virtually unfit for purpose. There used to be five doctors but now there are only two and they only work part time. It has become virtually impossible to see an actual doctor and patients are seen by staff who are simply not qualified to deal with serious health issues. Something is seriously wrong, and I suspect it is to do with saving money.
Please thank your receptionist. Helen for her input with my prescription it was very much appreciated this was on the 2/09/22 at @17.55pm everybody,  well a lot of people call receptionists but Helen was brilliant in sorting mine out a minor problem and I would like you to pass on my gratitude and thanks Jean Hogarth
Park Medical Centre is a perfect example of what a GP practice should be. For 16 years I have been very happy with all aspects of what they offer and the help I have personally received.
Waited at reception for over 10 minutes. There was no one ahead of us in the queue, there was just no one on reception. Despite calling out a couple of times and knocking, no one came out of the back office where we could hear casual conversation in the back office. When someone finally came out there was a queue of 5 other people behind us
I’ve been prescribed medication on a repeat prescription for every 2 months, I use the nhs app to order my repeat prescription , nothing ever runs smoothly and I always have to call the reception to enquire why my prescription has been rejected , this has happened constantly over the last six months, when I telephone I’m waiting at least 30 minutes , dreadful service by this practice.
Staff always helpful and friendly, great care as always. Not always easy to get an appointment but patience with the system of booking an appt is a must.
The service I received today for my teenage son was amazing. From not waiting too long on the phone, to a same day appointment, to being seen on time by a GP who really explained things well to my son so he left confident about his treatment.Thank you!
Since all the bedminster surgery became one under Bridge view. The service has been terrible. The GPs are good if you can see one You get cut off as soon as you pick an option on thr automated phone system or 40 in the que with a long wait time. The service was far better before the merger.
Was made an appointment for my son... She made me very aware of the location and wrote it down... Then the appointment was changed, same day and same location just a different time... We arrive to the appointment and booked in on the machine... Sat there for ages... Went to check that he was booked in and we were at the wrong location. I told her that many a time the receptionist made it clear of the location, both times... No apparently I'm wrong... Got to the other location and said I may not be able to see the doctor... I mentioned that it was the fault of the staff for the mix up so why can't I see the doctor...
I cannot praise this drs enough. The care they give is exceptional they go above and beyond. The receptionists are always helpful.The Doctors all listen! They are very thorough , knowledgable and get to the bottom of your problems and refer quickly. I feel my elderly mum who has heart problems is in safer hands with this practice than local hospitals or accident and emergency. They have done far more for her. The difference is they genuinely care about there patients and want the best for them. Thankyou so much for all your hard work during difficult times for the NHS and for the excellent care you give.
The best staff on the desk telephone nurses and doctors you are always in a good place there is no better than this is the county thank you so much for your support thank you
My experience of this Surgery is a very negative one .The Reception are condescending and have very poor customer service skills , I have now been told twice that my prescription had been sent to the Pharmacy to which it had not .My experience with the Doctors has been very poor also who I have found to be dismissive and condescending. The Doctor I had changed my prescription without consenting me first which in turn caused my anxiety to heighten. The reception area was crowded and not a welcoming environment at all .I believe that the Surgery is way over subscribed which shows when trying to get an appointment or to speak with a Doctor.
All I can say is that the practice on Stockbridge road should have a close look at what good customer service/ patient care actually means . In 6 years I have had good service here twice . The regular receptionist is defensive and unhelpful. And this morning I spoke to a care navigator who definitely should not have the word ‘care’ used in relation to her attitude . Passive aggressive, impatient is more appropriate In regard to Drs we have had  Promised referrals to Consultants not sent , misdiagnosed regularly and I was once even told to look my symptoms up on line !. However, there are a couple lovely care navigation staff, if you are lucky go get through to one of those, and some of the nurses are very kind . Sadly there is an general lack of care running through the practice . I realise the NHS is under enormous strain but this predates the pandemic
The doctors are amazing here. All so friendly and kind.Unfortunately, to get to the doctors you have to speak with the receptionists who are rude and unnecessarily nosey when booking appointments. Having to speak with them has on more than one instance, made me reconsider whether I need a doctors appointment and instead suffer whatever aggravation I am experiencing.
I was told by the doctor to come before 7:00pm to collect the blood test form I rushed and went when I came in the receptionist was rude and told me to get out without hearing me.
Great staff friendly and professional. Very good quality of care and communication. I appreciate all your help and support. Thanks
Yes it’s super hard to get through for an appointment and yes you start with a telephone call with doctor in first instance. However today after my call I was seen face to face within an hour . Examined with full history taken and lots of tests ordered to follow up with another face to face appointment. Always treated with respect and dignity and feel listened too. I do feel safe with my GP has great values towards patients and I’d say loves the job.
Gp listened and was very thorough, didn't feel I was wasting time, and very reassuring. Always the same on every visit or phone call.
I rang Ballater Surgery on behalf of my Mum and spoke to a Receptionist who was very compassionate and helpful.  She went out of her way to explain things to me and gave me advice on who to speak to at the Surgery.  It was really refreshing to be listened to and for action to be taken.  She is an absolute asset to the team.
I have just had my second coronavirus jab at this practice.  Everyone was so efficient, helpful and cheerful.  Very impressive.
I was contacted by phone soon after my time slot and was booked in for a face to face consultation later on the same day. I was very happy with the advice and reassurance I was given.
This surgery has an extremely long call waiting time and I could hear receptionist staff chatting loudly to each other and do not pay attention or be courteous to their client. When challenging them about their behaviour and manners found them non-apologetic.Need investment in staff training and communication.
Contacted GP for long time ongoing mental health issues through their famous DrIQ app. The copy paste response I received literally said:"Dear Patient, thanks for using Dr IQ. Please visit urgent care or call 111 for emergency consultation. Alternatively please send the request at 7am Monday to Friday".Seems like mental health issues including suicidal thoughts are not a problem on Tuesday at 1pm. Atleast not their problem...
Completely irresponsible.Have not received the answers of my analyses already 2 months!Would not recommend anybody. If you have a chance just try to find another medical center!
A months wait or more for phone a triage appointment and cant see a gp directly no more without this first. Even daily emergency appointments by the time you get through are told they are all gone. Apparently can be refer to the hub but this is never suggested by reception when ring. The nurses are good and have always been treated for ongoing health issues. But to see a GP is very difficult now. Wait a month before can even get a referal to hospital and then long waits again. And gp is only one who can refer..even when needing to see GP quickly its impossible..
From our first contact with the receptionist at the surgery, we received their immediate help & support, followed by quick referral to Good Hope hospital SAU unit for examination & CT scan the next day. Loved the excellent care & understanding given by all the hospital staff to my husband & myself at a very worrying time. Really couldn’t fault them at all. Then we made contact with Tudor surgery, part of our group practice, to request antibiotics to stop the pains. My husband was able to collect & start the course within less than 3 hours. Feel so confident in their ability to care for us. Excellent service all round. A big thank you to everyone concerned.
I recently had a stroke and visited the out of hours and the gp practice. Both the face 2 face and triage appointments have been very supportive in a difficult time.
I am extremely unhappy about the appointment. I had to take time off work to make this call and waited for 30 minutes to get a call back,after all that wait the receptionist said there isn’t any appointments left, I tried to explain my situation and she said I can say whatever I want but they will not give me an appointment. My son is extremely in pain but unfortunately couldn’t see a doctor. Why doctors are asking for a pay rise when they could not see all the patients. I am a tax payer and we deserve to bw able to get an appointment at this rubbish GP.I work hard to pay my bills and when I take time off work this affects me.Can the GP manager do something about it?  Or I will only receive a message stating oh! I’m sorry that you have experience this, as I read from the other reviews and response
Rude, unwelcoming and very unhelpful.  They are dismissive and operate a 'computer says no' mentality.  Very unprofessional and lack of duty of care.
I had my smear test today and it was done by the most amazing nurse. They were very welcoming, made sure I was at ease and did the test so quickly. It's never something to be enjoyed but this was the best experience I have had. Thank you.
Visited today for blood test  & noticed that more than half (about 6) of patients waiting had no face coverings & were not asked to wear any when booking in despite a sign stating Face Coverings must be worn inside building.
i had a blood test for the second time and i am still waiting for the results.  The practice  says ring back tomorrow, then its the next day and the next , the results are there but they haven been seen by a doctor.  In the meantime my health is deteriorating.  very disappointed !!   many of my local neighbours are leaving this practice as they are saying the same thing, useless !!
It has taken a long time to get where I am in my diagnosis with multiple conditions. Building relationships with receptionists and doctors, getting them to understand and respond appropriately, has at times been challenging. There has been a lot of repetitive conversations and at times difficulty getting the right outcome but now I feel reassured and confident in the surgery and the team members I speak to. The receptionist recently sorted out my problem within  10 mins, I have at least 4 doctors I speak too who immediately respond positively and with kindness and this for me makes all the difference. I have managed to get call backs due to the helpful telephone team, treatment organised appropriately and a visit to the surgery when necessary. Having the conditions I do can be very stressful and I suffer from anxiety a lot. It is very reassuring now to know I have doctors I can call and be supported. I hope this continues as the team throughout the surgery has to cope with so much currently, but for now thank you to the whole team for making my life easier it is greatly appreciated.
Took 3 hours and 21 phone calls to book one appointment on Friday. Today (Monday) I have been trying to call for the test results but have tried 16 times over 7 hours and am continually getting a recorded message saying the call centre is at capacity so please call back another time. This is a time sensitive issue so that’s really worrying and stressful. The doctor I saw was very caring and knowledgable.
Very well organised from making the appointment to completing the vaccination. The staff were so professional and made you feel safe.
Just had my second jab at Whitley House. No problems. It's clean and well run. Well done to all involved.
Brilliant operation. Got my Covid jab in new centre at St John's Centre. Fast but very friendly staff and vols and all questions answered. Big thanks to whole team.
Very well organised flu vacation visit. Pleasant, friendly and helpful quick visit. Greeted and asked about my health. Checked mask and hand sanitizer. Efficient name and date of birth check. Good queues. And jab.
I was seen quickly, and given clear instructions on where to go and what to do, etc. The staff are always really friendly and helpful, and the surgery is modern and clean.
A very wet day - well done team - warnings - mops - and smiles ready!  As always at Corfe Hills - well organised and quick.  THANK. YOU TEAM.
I have always out Oaktree on a pedal stool when talking to colleagues and friends but over the last month I have not had a good experts all.On 2 occasions I have visited the practice and only one person has been behind the desk and she was on a call. I could hear numerous people in the back office chatting about their personal lives whilst a queue of people form waiting to be seen. The feedback we get is that they are stretched to capacity…. Maybe oaktree management need to monitor their staffs productivity!The new check in screen no longer tells you where to go so you have to hang around after to check with reception… with the above lack of service this will make you late for your appointment.Prescriptions…. Ordered a repeat via email 11 days ago and it still hasn’t been issued by doctor. The website states 5 working days- now left with zero medication as it is the weekend. This is extremely poor service. If the staff actually worked it would be far more productive.
I rang sidcup station Rd Surgery for a referral from 111 the receptionist told me she needed to run up stairs for referrals  I was than cut off and had to ring again to get in the que for another 20 minutes till they answered my call again not very good service at this surgery also takes forever to get through to them
My mother in law left her GP practice in tears due to the way she was spoken to by a receptionist here. She got the day wrong for her appointment. She is elderly and often gets confused due to her dementia, there was no need to make a vulnerable person feel bad just because they made a mistake on an appointment date!
Its never easy for men to visit the doc, but today my practitioner made it easy to sit and discuss my concerns. I felt engaged and that my problems were not insurmountable. The lady I saw was great, she listened to me and took on board what I was saying, and I came away knowing that she was dealing with my issues for me.  I can't recommend this surgery enough.  Covid aside and the time it can take to get into see someone, once you are there you are looked after well. Having the latest records from outside the surgery can be an issue, but the surgery is now up and running with their own blood and skin support teams.  Access to physio services is also again available. I feel much better having seen and spoken to my surgery practitioner.
Had to visit today after phone call. The dr I saw was lovely. Explained everything thoroughly and referred me on for further treatment. Always had good treatment here thank you
I cannot fault this practice the whole team are friendly , caring and professional always . After having Covid I was quite poorly for a while ..any time I needed to see a GP the receptionist endeavoured to get me seen and treated ! Keep up the good work guys much appreciated always .
I relocated from another part of the UK and not only was registered on the same day and could see a GP also on th day, but also my emerging health issue was dealt with promptly and very professionally leading to timely and effective care and prevention of adverse health outcomes thanks to the highly competent and caring staff, both clinicians and reception staff.
After realising I had run out of my prescribed medication the night before (Sunday), I arrived at the surgery less than 20 minutes before it closed to see if I could somehow bypass the normal 48 hour turnaround time for the GP to sign off on my prescription. Despite it being totally my fault, the two ladies in the attached pharmacy did all they could to help me get my medication, when it would've been far easier (and justified) to tell me to come back in 48 hours. One of the ladies went and personally had the prescription signed off by the GP, and the other altered my account to automatically order my prescription every 2 months to ensure I never had to worry about making the same mistake again. Their acts of kindness restored my faith in humanity after a long, tiring Monday. Hopefully they read this and realise their hard work doesn't go unnoticed or unappreciated. Thank you.
I had to see a doctor recently for my son and I was booked in with a registrar who went above and beyond my son is non verbal and he was completely at ease with her. She was extremely through throughout! I then had to have a call regarding my daughters blood result and I had the same doctor. She explained everything to me with great detail and discussed options and a plan with me. I cannot praise her enough. I’ve always had a good experience at this practice but with was exceptional.
It’s usually easy to get a next day appointment. Staff is polite and nurses are very welcome. Doctors are very professionals and I am happy with the practice as a joint team. The place could be better and have air conditioning at the waiting room which could be better designed too. It seems to have plenty of other rooms to be used which could be great too.
This was my first time attending the practice since moving to the area. I found all the staff I interacted with to be helpful and friendly. Getting an appointment was also straightforward and I did not need to wait look for a response.
This is a brilliant surgery. The receptionist  are very friendly and helpful. They give eye contact and great with a smile. They would lower their voice if anything private was to be asked so other can’t over hear. After the new make over of this medical centre we hardly got to go in due to corona virus. It’s very open with large waiting room. It has automatic doors. It has automatic registration system so we don’t have to queue at the reception. It also has a big plus point for the life for first floor doctor’s room as I have Asthma and get breathless if I had to climb the stairs. I went in today for my blood test with my usual nurse with which I had no problem booking the appointment with. She is as always very Efficient she called my name at the time my appointment was booked so I didn’t have to wait longer. She is always very Friendly and helps me be at ease, calming my anxiety. She has always been taking blood for me and I never feel any pain, she is Brilliant. If I have any questions she would answer them, never rush me to go. I would like to Thank her for her Patience with me and being a Caring Nurse and such a Good Soul. I would also like to Thank the new telephone appointment booking service they have. The telephone staff are very pleasant too they answer the phone by greeting  and saying their name which is very good. Last but not least I would like to Thank my Doctor for her Caring Concern Greeting  as she saw me on my way out. Thank you all for being such a Caring Friendly team. It makes such a difference to someone like me.  God bless you all. Keep up the good work Would as always Recommend this surgery to all.
I have been a patient of The Docs for over a year and have had reason to contact them on numerous occasions, so I feel well placed to add a review of this practice. Regardless of how serious or not my need is, they, without fail deal with me in the most courteous, considerate and speedy manner. I have never known any GP practice to be as efficient and caring as The Docs and would highly recommend to anyone.
Everyone at the surgery and pharmacy are so pleasant to deal with. Both in-person and on the phone care is taken to put one at ease while still working efficiently to listen and gather information.I have been for follow-up visits with the Nurse, GP, Pharmacy and dealing with Reception; an equally pleasant and reassuring experience with everyone.
I'm not a regular at the doctors but i have been a patient for about 22 years. It used to be a smart, well maintained surgery but what i've experienced lately i thought it was getting ready to close down. It had that empty feel to it.I was long overdue a routine procedure so after getting through the awful telephone system, the hit and miss on whether there's an available appointment and the scruffy rundown reception and waiting areas, i got to my appointment with the nurse. She was lovely! Her room was welcoming, clean and tidy. she was helpful, making sure i had the correct phone numbers when i had been trying to contact a different department. She sat down and answered any questions i had. There was no feeling of being rushed at all. She made you feel like she really cared and that you mattered. She could've been the saving grace of me changing my GP practice today. Thank you Nurse.
Can’t get an appointment for love or money, but when they contact you, your appointment is within a few days and the doctors are brilliant. I saw Dr McGrath and he was terrific.
Doctors and all staff care and look after you . Feel safe in there hands . When you walk through the  door it' aways a warm and caring place to be .
My review is not about the staff or medical practitioners.  Phoning into this surgery is a major problem as you have to wait about 40 minutes each time.  It is very off putting. I am not a patient at this surgery and would not want to be because of the former.  I have to phone them on behalf of my very elderly parents who have medical issues.  The outgoing message is over a minute long before you can speak to anyone, my own surgery answers my call in 20 seconds. Big difference.  In waiting for my previous calls to be answered, I've started at no.26 in queue, when I have reached no.1 I have then had the phone put down and then on the hook.  Today I gave up after 20 minutes, and then tried again only to wait on a different line for another 25 minutes.  It has happened numerous times. The Reception clearly needs more staff but at any rate needs re-organising. The place also needs updating, there's a sense of things being "antiquated". The staff, GP's and nurses/nurse specialists are great though.
I spend 40 minutes on the phone yesterday waiting in a queue for someone to answer.  When they finally did I was told that I had to phone back on Monday to book an appointment.  Getting appointments at this surgery was just as bad prior to Covid,, before anyone tells me it’s due to being in a pandemic.  This is not good enough.
i went to make an appt with gp this morning, at 9.30 am for a child who has fainted over the weekend, and ambulance was called, she, did not need to go hospital because she was conscious, by the ambulance left and adv to see gp following day ,  only to be told there was no appointment available that day, nor next day.   One has to ring in the morning to get an appt, i guess no one is allowed to get ill any other hour in day., Tried to explain to the receptionist, the urgency of it, she did not care or listen,I had similar experience in past when ever i went to make an appt, I was told its fully booked ,Afterwards I started going in person at 8.30  am to make an appt and many time , I came  back disappointed.I am a working gp myself and know the situation of health service very well, but this practice has topped the list of non caring, there must be a way to prioritise or keep some appts open for urgent cases, some one  must take responsibility to short out the presenting cases, otherwise disaster is waiting to happen,i so disappointed i will go health minister if needed
I gained my appointment fuss free, no hurdles whatsoever, and supportive staff. The GP listened and acted upon my concerns with a referral being made.
Cannot praise this practice highly enough. My son has several health issues and since joining the practice the service he has received has been brilliant.  Thankyou
Hi, have spent half the day trying to get through to the surgery, but am put on hold with no ring back option, or information about where I am in the queue. Given up, again. Totally totally unsatisfactory
I went to have my flu jab at the peak of the covid-19 pandemic. The staff were courteous and very well organised, the covid-safe procedures worked well and efficiently, the jab was painless and all done in less than 5mins - can't praise this practice enough for what they do for us all - THANK YOU
Called surgery to speak to GP got call the same morning then had face to face with GP referred to Physiotherapist and received an appointment by the end of the week at one of the surgeries in the partnership. 5 Star service from the receptionists. Thank you.
There are only two things that bother me ; the first is the impossibility of connecting to anyone under at least a half hour telephone wait, the second, not having any continuity with a named doctor. The notes on a computer screen are not me!
She has a good knowledge of finding veins hence quick and painless experience for patients, keep it up
4 I ordered tablets, they were supposed to contact 7, on the 12th they sent a text message that the contact would be 13, and on the 13th they said that they had contacted but no one answered the phone.
The GP was considerate, patient and supportive. I felt both reassured and informed from the first discussion via phone to the in-person consultation. The GP has a relaxed and respectful manner that I found very helpful.
Thanks to Beeston Village Surgery who, due to adverse weather yesterday, had many non-attenders for vaccinations. Instead of wasting vaccines, or calling in those who don’t fall into priority categories, they put out a call for Frontline NHS staff to make an appointment and get vaccinated. Thank you for thinking of us.
I messaged the practice on their website and within 10 minutes received a call from the practice pharmacist about my medication. They then located a chemist where it was in stock and placed a new prescription in for me to collect the same day. Excellent service much appreciated.
I grateful for the service that was provided. Friendly professional staff, always willing help to sort out any problems.
My family and I have been registered with DMP for some years and it really is The Best example of General Practice - a true family doctors, where young and old are treated with kindness and respect, and a patient can receive continuity of care.  I am very fortunate to have been able to see my GP, since they joined the practice and this has enabled that important element of care to be established - trust.  Now senior partner, he is still the same thorough and compassionate GP that he has always been.  His action, time and care has saved my life on more than one occasion.  I could not receive better care and feel very privileged to be a patient here.Supporting the GPs, the reception and admin team must also be under tremendous pressure as demands on GP practices and the NHS have increased massively in recent years with not enough resources or GPs being provided to meet demands. But despite all the pressures they face we have always found all staff, to be responsive, helpful and intuitive.The overarching ethos of the practice seems to be to provide the very best care that they can, in a way patients would like it to be provided, regardless of the challenges they face. For example, the practice is one of the few that kept its doors open throughout the pandemic and continued to provide their unparalleled high quality patient care throughout.  We can attest to the fact that not only was it possible to speak to a GP over the phone, when a face to face appointment was needed it was arranged promptly and safely.  Staff put their (and their families) health and lives at risk to continue to provide the very best care for their patients, and they need to know that they are truly appreciated.
The Rollout of the vaccine was very smooth and professionally handled all the staff were very Friendly Would Recommendthis practice
I have found myself having to seek medical advice quite often during the pandemic when before it was usually just an annual asthma review. The receptionists have been very helpful as the first point of call. The GPs have been very thorough and have referred me for tests inhouse and to various hospital departments when needed.  I think they have been very thorough. NHS staff are working during very difficult times and put their own health at risk by seeing us. This is very admirable and I feel we need to think about the pressures they are under and the many hours they put in to treat us. Thank you Saxon Cross Surgery for all your support across many disciplines at a time when I have been much more anxious about my health.
The flu vaccine roll out really well organised and trouble free. Despite large numbers attending, the flow through the school steady and wait free. Well done, very impressed.
It extremely difficult to get an appointment, I could only get appountments with nurses, who I have to say were excellent, very thorough, I am not sure how Ill you have to be to get a Doctor's appt, and if you cannot fill in the request form on line, they make it obvious that you are a nuisance
Since my Cardiac Arrest I have regular dealings with the practice. I am pleased to say they are much improved.
My wife and I attended Hightown surgery for Covid booster and flu jabs on 22/10 and the efficiency at the surgery could not have been any smoother. We were both in and out five minutes before our due time thanks to the efficient planning of the practice. Ten out of ten to all staff at Hightown.
I've just been told this surgery are only booking same day appointments at the moment ive tried ringing the past two mornings to get my contraception and blood test results but they're unable to book me an appointment. If they don't see the waiting times in the morning at 8am changing on the phones and I dont get through I dont really understand what I'm supposed to do next? I also start work at 8 so its not like I can sit on hold for an hour... Very frustrating
I had an asthma review and flu jab today, the nurse was so lovely and caring. I really appreciated that when taking my height and weight for the review, the nurse did not tell me my weight. She was probably aware that some girls my age may find this difficult, which I do. I didn’t want to ask her to not tell me my weight, so it was really thoughtful of her not to mention it to me anyway. It really made the overall experience so much easier for me, could not recommend more!
I would like to thank all those involved at the Albany Practice and the Thornbury Road Centre for Health for my COVID-19 vaccination.  Everybody was very kind and helpful and the service most efficient.Thank you. Mrs Jennifer P Corbin
Excellent service again today. Rang in at 8.30 and by 11.30 a Doctor had rung me back and sent a prescription to the pharmacy for my chest infection.  Always helpful even though they must be really busy at the moment.
I have never successfully booked GP once for 3 months. Not recommend. I tried using app and phoned them but no one responded.
I have very good experience and felt contended after the appointment. The surgery has very active response and very cooperative
Would really recommend anyone to langank medical centre staff are absolutely amazing go out there way to help you try an solve any issue you have even calling for an a appointment you automatically get put in que am seen to not waiting round trying ring back
We always attend as a couple. We have always found our visits to be conducted in a professional and caring manner by all we come into contact with. Recent dealings with the prescriptions staff was both effective and completed with total care for our welfare. Thank you to all.
I visited the surgery and was seen by a doctor who was kind, caring and had the experience and knowledge to both reassure me and to refer me to the local hospital for further support. This meant that my problem was identified quickly and the appropriate treatment was started.
On hold for 40 mins. I’m never able to get an app despite always calling from 8am. Receptionists are rude and extremely unhelpful.
I called at 8:30 to book an appointment with the doctor on the same day but the line was busy. There was not even a queue on the phone. I was trying to get through for almost an hour but was unable to. I phoned again at 10:00 and spoken to the receptionist. She told me that they have no appointments anymore and the next available is not until after 4 weeks. When I asked the receptionist about the line being busy at 8:30, she is unable to give an answer as to why there was not even a queue on the phone. I contacted 111 and was advised to contact my GP to get seen but obviously this did not happen.
I’ve been on the phone for half an hour now calling this practice to have every single one of my calls hung up on. Completely unprofessional and rude. I’d recommend going elsewhere if you actually require a GP. At least they may answer you if you’re in need.
I called the practice about about my little boy. After speaking to a very polite and helpful care navigator, I received a phone call from the GP a short time later. The GP thoroughly assessed my little boy’s medical problem and determined that this could be dealt with safely and effectively over the phone. He arranged for a prescription to be sent to a convenient pharmacy. Thank-you very much. I know the strain that primary care is under and really appreciate all your hard work.
We registered my mother-in-law at this practice when she moved to the area, as it was recommended by a friend.  I first phoned gave address and was told yes fine she is in our area. We completed the forms and returned them only to be told she wasn’t in area and I had been misinformed, they’d take her but couldn’t have home visits etc, not mentioned previously.. had another form to fill in and then return and although back office was full of receptionists no one acknowledged or came to front desk for some time, but it was this final straw that made me decide I needed to voice my dismay. The other day I had to phone to ask about her 2nd jab as had not been called, as had first one at old practice, after being told that she would be called again by old practice, knowing that not to be the case as transferred months ago...because I gave name and address and date of birth but was a little hesitant about year of birth, the receptionist said ‘oh for goodness sake’ I couldn’t believe my ears and actually said, I beg your pardon? She then apologised and said she was very stressed with two screens running and lots of work... I have the receptionists name but can’t put it on this website but she definitely needs some customer service training...really my introduction to Bidford hasn’t been very good... such a shame as such a lovely building in a lovely area...and my friend says the Drs are all marvellous.
Highly satisfied from the Gp service😘😘😘Receptionists 😞are rushing people and behave like you don’t exist(you can’t even tell your problem)Today 08:03am I’ve tried to make an appointment for my husband and receptionist told me that is fully booked and how??because I was number 5 on the in the queue an so far as I know is not possible to have a appointment in advance🤦‍♂️!!!!When I tried to speak to the receptionist that my husband really need  to be seen by a doctor because is In pain she booked an phone call appointment gp+and didn’t let me to speak (very rude 😞)like she didn’t care!!!I asked about her Name telling her that we going to complain about the situation:she said that she don’t need to give us a name💁‍♂️..Really sorry because I have respect for doctors an we always receive good service from the medical staff but not from receptionist!!!!
Multiple issues for multiple family members always brushed off and referred to any other care provider (dentist, health visitors, opticians) over the past year 5 different conditions we have reached out for support on and been left disappointed by the ‘support’ each time. Official complaints made to head of practice but no actual response from the practice manager. We have moved surgery
Brilliant new system on the phone lines. Got straight through to the prescription team who dealt with my issue within a minute or so. No waiting and didn’t have to go through different staff member. A much better and efficient service. Well done!
Mostly rude reception staff, diagnose you over the phone and leave you in pain.  Have waited previously 1hr and 15 minutes for somebody to answer phone.  Impossible to see a doctor even with negative COVID test!
Struggle to get through for an appointment but when you do the service received by the GP is extremely good.
Have a deformed mole on my back called to see a Doctor.  Told that they were only handling emergencies.  Called again two days later, and was told to send a photo.  Sent photo and called two days after that to confirm receipt of photos, and informed that Doctors were looking at it.   Two weeks later hear no feedback from surgery, so call back.  Told that they could not understand why nobody had got back as reference made on computer to photos marked as having been seen, so placed on Urgent call list and would expect a call from the Doctor that day. No call received.Place is in absolute shambles and now putting patients at risk.Commencing complaints procedure with NHS, and higher, and suggest all complainants   made here take their complaint to a higher level.  If dysfunctional and unable to serve the community it should be closed down rather than putting peoples lives at risk.
My wife was told to book a medicine review I have phoned every day for 3 and a half weeks and still can't get through, if I can't book a review my wife will be left without medication she needs this just can't go on
I received a text earlier this week inviting me down for a flu-jab in a 'walk-in procedure' from 9,00am to 5.00pm on the Saturday I got there just after  9,00 and there was quite a long queue but one of the staff Jane came out and sorted those who were just there for a flu-jab and the others who were having the third Covid vaccine as well .myself being one ,it moved along steady and it was  organised efficiently  and I left well satisfied with the service.
Went to Manor Park for my Flu jab today. Didn't take very long at all, straight in & straight out. Everyone wore masks & we exited out of a different door to the one we came in. Very well organised.
Doctor have me all the time I needed to explain my health problems and gave me answers I could understand. I never felt rushed.
Once again I am still waiting ! .  As other paitents of Woodside Medica Centre You try and contact the surgery. Only for the lines to be busy once again.  I agree with other comments regarding the Receptionists some are extremely rude and unapproachable.      I am due an Blood test and Also medical review as the Doctor has sent a text to my mobile.  Saying I need to be better booked in.   I have tried again this morning to do that and once again all the lines are busy! .This not my first complaint over Woodside Medical Centre . I agree this GP Surgary is awful.           The comments I keep reading is very sad .         And yet We still get ignored. There is no excuse now including blaming the poor service on COVID. I have two neurological disorders , disabilities Autism and Dyspraxia. And like others get the door slammed into my /our faces !       I like others are not happy .       How many more complaints can I write if I and others are not listened to .  Not Happy with this .
we came to join the practice and our experience was amazing, reception staff was brilliant and she was extremely helpfulThanks
Always have found GPs' service brilliant, responsive and reliable. Reception staff always go above and beyond to help us. Just had misfortune today and on last occasion to have a selfish person (never elderly folk) who can see people waiting in queue for reception but is mucking about constantly changing their mind about appointment dates and is oblivious to others. Not thrilled about yelling my date of birth through perspex. Next time I will write it down.
In the literal sense they saved my life. Expert diagnosis and referrals meant critical issues dealt with quickly and very successfully. Superb team who work together. Thank you for being you :-)
I booked a telephone appointment and was sent a text telling me I had booked an in person appointment. So I went to the surgery on the day only to be told it was a telephone appointment and then to be told it was my fault and in fact if I looked at the previous text that told me it was a telephone appointment and I was at fault for chosen booking method.  Absolutely disgusting arrogance and blameshifting.  Mix ups happen but don’t blame the patients.
In the past few weeks both my husband and myself have needed medical input. The whole team have been wonderful, thorough and caring, from the staff on reception, the triage doctors, the physicians associate to the consulting doctors. Nothing has been too much trouble, timely referrals have been made and face to face appointments made when needed. Thank you to everyone who has made a stressful time more bearable.
I have been with this practice since 2010 (I live rurally and do not drive so this is the only surgery I can go to) and for years have had repeated issues with getting my repeat prescriptions, my mother and brother have also had this problem. Either items are missing or nothing is sent over at all. This had been brought to their attention multiple times and even complaints have been made but they do not even acknowledge the problem, I don't even get a response from them now. Personally I have been made unwell due to this as well as my family members. Definitely would not recommend
4 weeks: that's how long I've been trying to get an appointment. I'm a teacher with a new diagnosis of MS and have been forced back to full time work as I can't get a phased return sick note. Since I started trying, both my children have needed to see a doctor after asking advice from our local pharmacy. Still consistent engaged tone. If you go in, they become angry and insist that they only take appointments by phone. My  self employed husband - a bricklayer - fell off a scaffold a few days ago, has a head injury, multiple bruising  and a very swollen looking elbow: he laughed when I suggested going to the GP and is trying to work through it otherwise he does not get paid. Thank you for nothing Trent Meadows. You're more likely to see a medical practitioner going to Glastonbury festival (it's cheaper than going private and easier to get into). I have to laugh otherwise I'd cry with fear, hopelessness and panic.
Although under a lot of pressure, the staff and doctors were great, taking time to discuss my issues.
I recently received my vaccine against the corona virus and was extremely impressed by how well organised the doctors and staff were . On entering the clinic , I was greeted by the reception manager who was utterly charming and explained very clearly how my appointment would be managed .Excellent care and a fast efficient service . Well done all of you at this amazing surgery
I have only ever experience great service from Westgate Surgery all the staff are excellent. GPs at this practice are patient and compassionate.
Practice is small and can do with updating but the staff are great. I know them all on a first name basis and are always happy to help.
I attended Cherry Hinton Surgery at 8.00 on 2.11 21.The reception was polite, efficient and helpful. My appointment was thorough but also personable and very professional. The gp covered all aspects of my condition and made me feel confident about how things were being handled.
Have to give a urine specimen from the first wee of the day. The sheet has no information of where and when i can take this in. I start early so cant take it to the doctors.
The reception staff are always under great pressure. It is a busy practice with a difficult patient profile. However the staff always do their very best to help. They support the very busy doctors as well as they can
The staff at the practice helped me with supporting my elderly and disabled mother who is a practice patient following her having  fall.  The fall resulted in an operation to deal with a broken hip and wrist.  They were able to advise me on what happens (or not) in the discharge process.
I had a telephone call with one of the GP's who sent me for blood tests and told me to call and make an appointment in 1 weeks time to see him.    I called and was told by reception that you cant pre-book appointments and must call at 8am each day until one becomes available.  This is absurd
Rude, unhelpful.New patient trying to organise a repeat prescription (Uni Student). Told to email the surgery. No email information given, website suggests downloading the Patient Access App, which does not work. Sends you to SystmOnline, but you need to have permission from the Practice to access this. Second call, receptionist just put the phone down!! Perhaps some sessions in customer care would be a good idea!!
I don’t like give reviews in general, specially when are bad.I’m a patient of this practice for 7/8 years. I never felt very happy, always something was going on, negative and positive too.Unfortunately I can’t list all the issues I faced here and only thinking it makes me very annoyed.About this last experience. I’m on 1st stage of hypertension (for several years and I’m 33 now), I never requested my tablets prescription at this practice because often I’m going in my country and a cardiologist visits me. I always mention my situation but looks it was never report.It’s almost a week my blood pressure peaks very high, so I request a diuretic or at least something it could help to lower the pressure. It was denied, is not in my repeat prescription, but after I explained (via chat…) the situation a practitioner requested for me a visit after 2 days.On 1/12 I checked with a HCA the pressure and she noticed it was bit to high for someone on treatment.After the report, she told me to request at reception the prescription.At the reception a woman (visibly annoyed) told me no prescription was on my name. I explained, I was visited a minute before (she even checked me in), but nothing changed for her and she was talking to me like I was wasting her time.Very polite, I re-explain what happened and that I need something to help my situation. Again very annoyed she told me to book an appointment with a doctor for the prescription and she booked me for the 4/12, Sunday, and when I asked her how is it possible she concluded “Yes, Sunday from 10:30”.Now, on my NHS app that appointment doesn’t exist, I’m calling to ask explanations but no one is reaching the phone (I moved home few months ago on the opposite end of the city), and if I’m checking online they’re close Saturdays/Sundays.After this I’ll change once and for all practitioner.
Very grateful for the continued support in caring for my dad who has been a patient for many many years. Queries responded to quickly and staff always pleasant and polite. Difficult times in the NHS so thank you for all your hard work.
Asthma nurse was very helpful and answered all queries very well. She checked my daughter blood pressure,  weight and height plus peak flow and did look in hurry at any moment.
I registered with this practice in March 2020, shortly after the Covid lockdown started.  I was shielding due to being clinically vulnerable, so was unable to visit in person.  The practice staff were absolutely brilliant, allowing me to submit the necessary information by email.  My experience since then has been consistently positive: they reception & admin staff are polite and friendly, and the clinicians take time to understand my complex diagnoses and treat me as a partner in my own healthcare so they can provide the most appropriate support.  I would, without hesitation, recommend the Beaconsfield Medical Practice, and would like to take this opportunity to thank them all for providing an outstanding service during such a challenging time.
While I appreciate it has been a difficult time for the NHS, I would like to report that the difficulty in getting any medical help from this surgery is appalling. Long waits for telephone calls (over an hour) almost impossible to get face to face appointments. On going medical conditions not bothered about even when requested by hospital. Say that their busy all the while yet if you do manage to get in there is empty waiting rooms.
I have been consistently trying to book a routine appointment to discuss blood test results over the phone. Like  so many other reviewers,I have encountered all of the same problems, including the most frustrating one,which is getting through after a mere 45 mins (something of a  record it would appear)and being told there were no routine appointments left and I had to ring back the following week. I couldn’t believe my ears!I really can’t understand why  this situation  isn't being dealt with by the practice management. Please get more staff in to deal with  the phones.Having said that once you get to speak to or see a Dr or nurse they are very professional , it’s just the appointment system that needs addressing urgently
At my appointment I was seen promptly and very efficient, I was very happy with the service and the nurse was very friendly and helpful . Thanks Shanti medical centre.
I phoned 27 April mid afternoon and could hardly hear the person on the phone. It sounded like a party going on in the office with shrieking and screams! I asked a specific question and was told ‘she would email someone’ but could hear exactly how who or what! When I asked if she could check my records she said’ ie told you I’ll email …… what do you expect me to do about it! So talk about rude! Patients are asked to be civil with staff but what about staff with patients?
This is now the 4th day we are trying to speak to someone. It is now 08h45 and we cannot even join a queue to speak to someone. You hear the over minute long explanation about thanks for patience etc just to be cut off at the end of itThe practice was bad before the merger, but its now even worseIs the practice not interested in helping patientsI see some of the previous responses that you should contact the surgery to discuss experiences. Please explain how this is possible if calls are being cut off?How is this practice even still open. The NHS should be ashamed of this and shut the service until they can sort the issues
Very unpleasant and frustrating 'conversation' with an internal admin person. Did not listen, was patronising and kept repeating irrelevant information. Unable and unwilling to solve a very simple problem. Took up far too much of my time. Website gives no feedback links and no longer refers to a Patient Experience Lead to contact, why not? This culture of defensiveness must come from the top?
I recently moved to the area and needed to register with a new GP. I’m glad I was able to register with the Grange Group Practice. Right away the staff were very helpful and friendly. I am very happy with the care I have received.
I have had nothing but 100% care from this practice. There is not another one like it. The response times have always been spot on no waiting for weeks like other surgeries. Congrats to all who work for this surgery.John Rosevear
Rang surgery as my 7 year old has fever. This was 09:30 am. Number 18 on queue. Within 15 minutes I was on phone with a pleasant receptionist. She listened to my request and booked same day appointment for my son with duty doc. Doc rang me about 11:48 am. We discussed my concerns. Treatment given. I am aware this surgery is very busy, but they do attend to all patients according to urgency of illness. My son got a same day appointment despite time I rang the surgery because his illness needed same day assessment. GP who rang was very polite and has a good listening ear. Sorry I have not named the receptionist and GP.
We've been with the practice since 1984. We've always found the teams to be caring and attentive. Covid has been difficult for all care providers however the service in my families view has remained excellent throughout and we couldn't wish for better care. Thank you all.
I am a Chartered Physiotherapist and have been a member of this practice for over 5 years, I have seen 5 different GP’s and 2 more recently and all have been sympathetic, knowledgeable, caring and thorough! I cannot praise this practices enough! I’m so glad I joined !
I continue to be delighted with the excellent service I receive from the Medical Centre.I have had blood test, annual review and flu jab all at the same appointment by a very professional and friendly member of staff.I was also given the phone contact to book my booster covid jab and this has been arranged for late October.
Having received a text to make a routine appointment to discuss results of scan, on hold for over half an hr, to be told  I have to ring at 8.30. Maybe I'll never get to discuss it
Brilliant service from this surgery. Noticed  medical problem which could have been serious at 10.30 in the morning and by 5.30 pm had the problem completely solved!  Only a few minutes to speak to a very helpful and kind  receptionist , who organised a doctor's phone call. Spoke to the doctor later who called me in for a face to face examination, conducted by him and a lovely student and very kind nurse, all of whom reassured me that all was well. From start to finish this problem was solved in 6 hours so from listening to friends of mine who have such awful problems with their surgeries , I count myself exceedingly fortunate to have Abbey View as my surgery. Thankyou to all the fantastic staff there!
I went in for my bloods was expecting to wait a long time got seen within 5 minutes and the nurse did hurt me one bit as I’m scared of needles
Everyone that works at the practice is warm friendly & very professional....Patience & a smile can be very calming to children & the elderly
Following an unsuccessful online consultation, I received excellent service with a call and an in person appointment on the same day. And I now have a physio appointment to follow up. First class
Hi this totally unexplainable people going on waiting phone appointment 40 minutes. After that somebody pick phone and straight away no appointment left. Rude on phone we don’t have appointment.  What guys are you doing. If you check are records every time we r not coming to gp. No one to come gp  nobody interested. Gp front staff should be more polite. Efficiency. She told us go to walking central why we go over there. You guys understand the problem. 45 minutes waiting after that straight away no appointment left. I m going to put complaints NHS governance body and raised my issue. Everyone very busy. St. Paul surgery. More than hospital you guys are totally disappointed.. previous I been this gp last 14 years. Superb. Before. Now day by day. Going handle people different and rude. People need mor training. If someone said language problem. Ask punjbi Hindi.. you should be transferred call someone. If you don’t know. Totally disappointed.
Very happy with walk in centre phone appointment. I phoned up yesterday not sure if they were even giving appointments. I was explained that they only offer telephone appointments. This was actually a lot more convenient than driving there and then waiting to be seen in room full of ill people while feeling not well. I received call back in 2hours time while i just sat on my sofa. The doctor i spoke to after quick chat prescribed antibiotics, found a pharmacy that was open late on Saturday and faxed prescription immediately. All i had to do was to drive there and pick it up. I wish this was normal practice so much easier and comfortable when you are ill.  I understand that sometimes you just need to be seen physically but in my case telephone was enough. Very happy. Much easier than my usual gp telephone appointments. Thank you.
I have chronic health problems which unfortunately mean I have to contact my GP several times a year. Once you do get through to speak to a Dr they are normally very good but it is such a struggle to get through to them. It took five days this time of phoning every morning at 8am before I eventually managed to arrange a call. Unfortunately some of the reception staff are just so rude and very hostile- it’s upsetting . I appreciate it probably isn’t the easiest of jobs but if you start conversations off very aggressive /bad tempered it doesn’t help. They have also lost the last two letters from my specialist and not answered my online/econsult requests. It used to be a great practice but it has become so difficult to make an appointment/ order repeat prescriptions . I wish I could leave but the same group own the other practice nearby and from online reviews it doesn’t seem much better. It is worrying that if it doesn’t improve it may actually contribute to people becoming unwell as it’s so difficult to access medication/ get help.
Me and my wife find this practice extremely helpful. The doctors are very good and nice and the staff is polite. They organised vaccination for Covid very well,We recommend this practice wholeheartedly.
Never able to get an appointment ever. Ring every morning at 8am like told and between 8:00 and 8:03 the line is always "busy". Ring a minute after that and have to wait over 30 minutes and by the time someone answers the phone all the appointments are taken. They need a better system.
My name is Lucie i have been the manager at Beech Hall which is not far from the practice i have been the manager for over 2 years and have worked closely with Armley moor and its staff for these years, i can not thank the staff and practice enough for the support they have given over the years they go above and beyond for each and every one of our residents and provide person centred care to all residents living in our care, nothing is too much for them and and they are always happy to support, including those who came and supported us on our Scarborough trip this year, without having the support from the health professionals that joined us some of our residents would not of been able to go, we are always so thankful for them, each and every person you speak to are supportive and exceptional, it is that much of fantastic practice i have even become a patient there and i receive the same care and attention as my residents do.
The problems myself and my family have had for basic services like seeing / speaking to a doctor or repeat prescriptions is an absolute joke. The lack of support and service is astonishing, some serious improvements are needed for this surgery to be fit for patients. Waiting for hours on phones explaining you are caller number 8 in the queue and when you finally get through you are offered an appointment in 3 weeks time. How on earth is this helpful or a good service. This was before Covid started and hasn't made any difference to the level in my opinion, its bad!
I had felt marginally unwell for a couple of weeks (mainly, occasional imbalance).  On 13th November I booked the next ‘routine’ appointment online which was 6th December.  The consultation went well.  It was agreed I should have a blood test done.  I would receive a referral text and I should book a follow up appointment in two weeks’ time from the date of the consultation with Reception.  I can only endorse all of the negative comments already posted.  Firstly, having spent several minutes dismissively dealing with the patient in front of me, the Receptionist totally ignored me whilst she was engrossed in the computer screen in front of her whilst discussing something with a colleague who kept flitting in and out. – no ‘Sorry, I will be with you in a minute’ or ‘Sorry to have kept you waiting’.  During the lengthy time I was kept waiting I observed the Millbarn Receptionist – a totally professional and encouraging interaction with the patient.  I explained the GP wanted me to book a follow up appointment in two weeks’ time.  The earliest the Receptionist deemed appropriate was 9th January …. and I am still waiting for the text referring me for a blood test.  No evidence in my online medical record other than to the blood pressure data I had supplied to the GP, as I had recorded my blood pressure daily over the 24 days I had waited for an appointment.  I don’t like saying this but I have had numerous years professional experience dealing with managing prestigious practices in the London area, but this is the worst I have come across.  The reception staff need mentoring, revised training, reassessment and if they don’t come up to scratch over a mutually agreed period of time, replacing.  Nothing to do with a large population chasing a few appointments.  All to do with efficiency and proper customer interaction.
My experience at this GP has been very unpleasant. The receptionist has been very rude and unprofessional. I called in because I was having a medical necessity but the receptionist has been all but helpful. He treated me rudely and he did not do anything to try to resolve my problem. I asked him repeatedly what I could do but he dismissed me. This had already happened once before as I went in for a checkup and when I stated that I had an appointment he went on to say "What appointment? Everything is on the phone" "Who told you that", when I indeed had the right to be there. I do not think that a person that works in a medical centre should behave like this.
had an appointment today at my surgery . i was really impressed with the overall visit . very professional an i would recommend the surgery to anyone looking  to register with a  GP.
The service I have had from Loddon Vale Practice regarding a new prescription from RBH Neurology has been excellent. I did not expect such a fast response and because of their care I have been able to commence on my new treatment quicker than I thought I would. All I can say is a very big thank you to all the staff. Please keep up this excellent service.
I have had cause to speak to a GP/attend a face to face appointment on a number of occasions over the last few months.On each occasion the receptionists & the GPS were always polite & very helpful.
After several years of using Whaddon Medical Centre, it is with great sadness we have had to change practice due to moving house and no longer being in the catchment area. During our time at this practice we have had exceptional experiences. We highly recommend them, and feel that  you won’t find a better practice in Milton Keynes. Reception staff are friendly and helpful, the nurses are all lovely, and the Doctors are very good. All have areas they have special interests in, which we found very helpful.
So quick, so efficient, and very friendly. There was someone with a learning disability there who was quite overwhelmed by it all, and the staff and volunteers were brilliant at calming him too.
I visited for a flu jab and am concerned that, with Covid cases rising again, not a single member of staff or any other patients were wearing masks. This is the most basic public health measure so it is disappointing the practice are not requiring them.
I attended the surgery for my flu jab. It has become very impersonal since the COVID-19 Pandemic, but efficient.
I joined spitle surgery when it was first set up some 30-35  years ago. And I’ve been a patient ever since, I’ve moved house three times in that period of time and each time I have asked the doctors if they want me to move and I have been told no no we know your medical history and we will take care of you. Recently I had a letter asking me to leave because I was outside their territory by quarter of a mile, I rang the surgery and asked a Doctor Who wrote the letter to ring me I never got a call, I had an occasion to go for a breath  test with another doctor and was taken to the car park at the rear of the surgery to perform this test. And recently I phoned to ask for some information about the medication, I was told by the receptionist that she was not qualified to give me that information so I asked for a Dr Call to be told no he won’t call you contact your pharmacy, this I did I was told by the pharmacy to contact my GP I still have never received a call regarding that request. Without any shadow of doubt the surgery has certainly gone downhill over the years, and I would not recommend them to anybody who is thinking of joining.
Despite the surgery receiving a communication from an external specialist to add a prescription to my record, and a chase up call (waiting time 15 mins to get through) from me 7 days ago, I called today (10 min wait time) and the doctor still hasn’t approved the prescription and added it to my record for collection. This isn’t the first time I’ve had problems with incompetence at the surgery. Maybe the Practice Manager should read these reviews and provide an explanation, so far not a single one has a response! Maybe that says something about their interest in providing an acceptable level of service!
Generally extremely good care and service. Just two criticisms:1. They need more people answering the phones. This comment dates back over years of service use, not just through the pandemic. It can be extremely difficult and frustrating to get through. I do book on line when I can but that isn't always satisfactory.2. When booking for a diabetic appointment, the administrators often have a few appointments available for a short time period. I need to book mine further ahead so I can plan work commitments around them (I work often away from home). Admittedly, this didn't happen for my recent appointment so the problem might have been resolved.
I had high hopes for this practice. I felt the GP listened to me - a rare thing indeed as they are usually dismissive and completely lacking in compassionate and communication skills.However, having to (politely) argue for a face to face appointment because I had no phone at the time, and use hearing aids, was depressing. And now the wait time for a "routine" application is 5 weeks. I have been suffering with an as yet undiagnosed illness which has worsened over the past 2 years to the point now where I can no longer just grin and bear it and get on with it as I have been doing. I feel let down and hopeless that I'll ever feel better as the turnaround for being seen is so long.
I have only been with this practice a short time as my GP in chalk practice merged with them,I have been extremely pleased with the service, very helpful receptionist & excellent GP’s Thank you
I was on hold to get through for a long time however this was directly after New Year. My query was addressed with immediate action by the very polite and helpful receptionist.
My child has asthma and had an asthma attack last weekend. As recommended by "asthma uk" I called the GP on Monday morning and they booked an appointment on Tuesday.But, the doctor who attended us wasn't the doctor who accompanied my daughter, he had a lot of difficulty filling out the asthma Plan and I left the GP surgery very insecure about how to manage the asthma attack and how long I would use the reliever inhaler. Now, I'm calm because I was very guided by the pediatrician in my country.
Both of my vaccinations took place at Melton Sports Village Leicestershire. Both were well organised, efficient in all aspects and very reassuring. Overall a credit to all volunteers,  medical staff and the NHS in delivering a first class service. We are very fortunate in the UK to have such a health service second to none other.
I first called on Monday at 10-30 am to book an appointment and I was told I was position number 16, 16????, I redialed an hour later and was position number one, it stayed at number one for about 3 minutes and, Click, it just went off, whether a wrong button at your end was pressed I don't know but it was very annoying to say the least. Again I redialed and was position number 4 and I chose the ring back option, after about 8 minutes the phone  rang, TWICE!!!, just two rings, I didn't even get the chance to pick it up when it went off, on checking my phone it had registered as a missed call, I redialed yet again and was position number 4 and so hung on for a good 12 minutes and, at last, spoke to the receptionist.I have been a patient at The Devon Road Surgery For 40 years plus, the doctors and the nurses over the years have been superb, BUT, the receptionists leave a lot to be desired, the one(s) I have dealt with are rude, snappy, short in speaking and very condescending, I am not saying that they are all like that and maybe I rang on a bad day for that (those) receptionists, especially during these present awful (Covid), times, maybe they need retraining or need lessons in customer service, overall, not a nice experience.Another complaint I have is, I tried to access The Devon Road Surgery website several times and every time, in the top left hand corner was, (still is?) the quote, "The service is unavailable", so even if I wanted to do all of this on-line, I wouldn't be able to!! The only site I could open was this review site.If I could register with another Doctor, I would, but I am very happy with the ones at The Devon Road Surgery.I am saddened and sorry to make this complaint but felt I needed to.
Came here for first coronavirus jab. Phenomenal service and incredibly well organised. Short queue but kept moving, thanks to mega organisational ability. Thank you and thank you NHS.
Doctor BS is absolutely wonderful doctor. Very knowledgable and at the same time kind. Cannot complain about her service and only can say positive things.About the Practice well...it would be lovely if they could also pick up emails as a means of non urgent communication. That would ease up the phone lines that should be for priority matter.
This Surgery's staff go above and beyond to help and do an amazing job in the current conditions. I previously found it difficult to get through but now with the new system its much easier. Fantastic service
The lady I spoke to was extremely helpful, courteous and knowledgeable. But if she was unsure she checked facts first.
I was very impressed with the speed in dealing with my problem. Telephone consultation within 2 hours and referral and hospital outpatient appointment 8 days later. Thank you.
I joined the practice a few years a go having moved to the area and unfortunately the service has got increasingly poor. I have a baby boy who was poorly over the last few months. When I needed to telephone for an appointment I would call at the appropriate time in the morning and the line would either be busy, or when I got through after being on hold for between 1-2 hours the automated messaged would say no appointments whatsoever are available. This was often after ringing up to 30 times to just get through. When I had an appointment it would be telephone only, and I could be called any time during the day. The most recent time my baby was poorly I had a physical appointment following a telephone call and my sons symptoms were completely ignored as I was effectively told by the doctor they couldn’t see in to his throat and his ears were too waxy to check thoroughly. The following day I had to take him to urgent care where he was diagnosed with an ear infection and tonsillitis, both of which were completely missed. Following this I rang to ask for a further appointment as my baby got poorly  again. I was simply told he could not be seen that day as they were over capacity and I would have to call back in the morning. After some begging I was told the doctor would call me the following day, and he did not. Absolutely appalling and very upsetting that an NHS service is in such a bad way. Reception staff are as helpful as they can be given the circumstances and pressures but missing an appointment for a poorly baby is inexcusable.
Went for my appt at Kirkway only to see a notice on the door that the flu clinic was being held at Corfe Hills School. I booked online for Kirkway and subsequent messages confirmed this. My experience of having the jab was good, just spoiled by the lack of communication as to venue.
I was double booked on my appointment today which wasn't my fault. Waited 1 hour and 35 minutes. Came to my appointment during lunch hour thinking it's convenient however due to the delay it  then overlapped into my working hours. Not good enough, something needs to be done about the waiting times. We just about get appointments at this surgery due to high demand, at least stick to your timings.
I have been with new street surgery for 6 years and never had any issues. The receptionist have always been very helpful and accommodating and so have the GP’s. I feel especially with my children the surgery will always do their best to help so I am overall very happy with the service and have highly recommended new street surgery so thank you to the staff for all your help.
My wife has got a lump on her leg. She was told she could not have a face to face appointment with a doctor. A doctor rang her and gave her a prescription for some cream. Her leg is not getting any better.How can her leg be judged over the phone? Surely it needs to be seen by a doctor.
I sent in via their online form my repeat meds request (Monday) but only received 4 items.  I rang the surgery and was told the rest would be signed off by my named gp that day.  Told them I had run out of 6 items 1 being my antidepressants used for BiPolar Disorder and was told it would be done asap.  We are now at Friday and still no meds.  I have been without for 4 days and going over the weekend will be 6 days.  I saw my gp 2 weeks ago due to suicidal thoughts and being without essential meds is totally unacceptable.
In one hand; seeing the nurse recently for a blood test was good, simple to book with no problems and the nurse was very friendly and helpful.  however in the other hand had another previous high priority health enquiry after numerous frustrating attempts to call, e-consultation and emails was left unresolved  and the only answer given was unhelpful, unsupportive and vague
Requested a phone consultation. Was duly contacted within the time frame specified and my needs were fully met, efficiently and courteously. My prescription was sent quickly to my nominated pharmacy.
Great to be back with a real human being again. It was much better than a phone call. I was very  pleased with the experience.
I have had consultations throughout the last 18 months with kind considerate GPs. They have listened to me and dealt with my concerns having to adapt with changes in the way healthcare has been delivered over the pandemic. The reception staff have also been helpful and polite whenever I have dealt with them.
Great nurses today when I visited for annual blood test, had full m.o.t.Both nurses made me feel  at ease.Great start to my morning
Very efficient process. I felt very safe during the entire process. Well planned and coordinated I would recommend this practice
This surgery is not fit for purpuse. Today 4/7/2022. I try to book an appointment I called at 8:30 on the dot. After waiting on introductory message whick lasted 2min 20s the question was asked to select the option for appointment. WHen I selcted the appointment ( 1) I got another message saying there reception staff are busy and the call cut off telling me to call again. This happend 3 time I am still unable to book an appointment. If you visit inperson they tell you to phone but when you phone thre busy . This will not be tollerated in any other walks of life in terms of cusotmer service. This is apploling. I can understand the shortage of clinitian. But even reception staff? I know this surgery is managed by Dashwood primary care. SInce they have take over the services had stadily declined. We ofen get message saying GP shortages, IT issues, etc . Last week I was told there was a power cut and could not take appointment. THis again is laughable and sad.
Went to see nurse for routine smear. After she asked about any other issues I may have, and encouraged me to see a GP. I was reluctant, but she was so supportive and kind, I agreed- she booked it for me. The GP was thorough and kind and arranged blood tests. She rang me a few days later that I had type 2 diabetes. I was so shocked. But I did everything recommended as I wanted to try to get it under control without meds. The surgery continued to monitor and support me.3 months later I have just got my results again- I have normal glucose levels which is amazing! Thankyou to the original nurse especially as you have literally changed and possibly saved my life. What would we all do without the wonderful commitment of NHS staff. Thankyou all
I have only been with the surgery for 3 years, but I have found all the staff at this practice- reception staff, nurses and GP's - welcoming, kind and patient. They are also very knowledgable and efficient at what they do. They have managed to provide this level of service even though they must be so so busy at the moment with both pandemic and flu season upon us. I am originally from the countryside where we had a very small community practise. This practise provides the same warm atmosphere. Best surgery. Would totally recommend. And thank you for all your help you all gave me when I was sick recently.  So much appreciated.
My experience was very good.   I got in before my appointment time and was dealt with quickly and efficiently, with  friendly staff.
Can always get an emergency appointment if required, by ringing in at the correct time. The doctors are really nice, as are the reception team. I rate this practice highly. Would definitely recommend.
Every time I call the surgery they are engaged. This morning I called the surgery a total of 32 times as it was engaged constantly.  Got through twice and was hung up on twice.  I do believe both times this was an accident but I am in need of support and not receiving any help or support.  This surgery has dropped so badly during covid.As a surgery you have a duty of care to everyone in your records, and I for one am not receiving any said duty of care. Please sort this out and do so soon, as I for one know you are better than this.
Once seen by the doctors they pushed for me to get the right treatment at the right place. They got me into hospital and I was put on the right medicine to treat me. The doctors followed my initial appointment up off their own back which was great to see and to be honest I didn’t expect they to call me. I only wish you didn’t have to play phone roulette at 8 am every day to try and get an appointment. Surely there is a better way?
Truly woeful, trying to contact by phone is near impossible unless you want to get buried in a queue 30/40 deep. Avoid at all costs.
I try calling the minute they open, every time it says “busy”. I try all day, I was instructed by 111 to contact my gp to get checked out & they have a note to say so, yet I can not get in.
I realise we live in difficult times and in many cases telephone consultations can save a lot of time and I’ve never had to wait longer than 5 minutes to talk to someone. My bugbear is the fact that having been taking medication for blood pressure for 20 years - which supposes that I will have to take it for the next 20 - I can only get 1 month’s supply at a time resulting in additional and unnecessary visits to the dispensary.  I also find it hard to understand why it takes 5 working days to pick 3 packets of tablets off a shelf! It seems that no sooner have I got a fresh supply that I have to think about reordering.
They really have no commitment in their work and they do not care about the lives of their patients at all.I was wondering how I could make an appointment with a doctor. I go there, they say I will call you, but they do not call me.They really don't know what the pain is.I'm going to change this PG.
I would just like to say thank you to a member of the reception team who really went above and beyond to help me this morning.
This surgery has gone downhill massively,lack of duty of care by doctors and refusal to deal with medical issues or help there patients moving forward,do not join this surgery if you want proper care
Hiyos is an amazing practice all the staff care for your every need they do a fantastic job gp and staff
Just had my bloods taken prior to my annual review of treatment.Appointment was made easily by phone, arrived approximately 30 minutes before appointment time, temperature checked by nurse before entry, checked in on computer, plenty of hand sanitizer and wipes provided, waiting room was well laid out with plenty of room between vacant seats.Called in before time, bloods taken, all dealt with really friendly and efficient service. Have been with this practice for many years and have always found the staff to be very friendly, helpful and efficient.
Just picked up prescription from chemist and one item short (happens every month)Rang pharmacy and they blame the doctors so I call the doctors and told I am 7 in queue wait 30 minutes to get to 3 in queue then they hung up .I rang again only to get a message that they are closed for training.This practice just gets worse !!!!!
Used the (Ask doctor a question) facility on website as an alternative to phoning the surgeryLeft my message in the morning & a doctor replied later the same day with a new prescription already sent to my local pharmacy.This a great addition which saves time for both the patient & the surgery staff.
This is from experience ...1.Trying to get an appointment over the phone - ring when the phone lines open at 8am. Immediately one is in a queue, then one is told that there are no appointments left for the day and appointments can't be made for the next day. Told to ring back at 8am the next day. The same thing happens the next day, and the next day .... getting an appointment over the phone seems impossible.2. Use the on-line system - appointments are allegedly made available at 8pm the day before. So go online at 7.59pm and constantly refresh the booking page hoping that some appointments slots appear - they don't - they never do. Getting an appointment using the online booking system seems not to work.3. In person - apparently you have to get to the surgery when it opens at 8am and you will queue to see a GP, but there is no guarantee that you will be seen.  So it seems that physically queueing at the surgery is the only way to get an appointment, which brings me to the question, how do people with mobility issues, who may struggle to physically attend the surgery at 8am get access to a GP appointment?  On the face of it , this lack of choice in accessing services is discriminatory against disabled people.  How can the practice  justify this sorry state of affairs?
Not a prayer. Phone number incorrect. Try online? Need to be a brain surgeon. If you are not physically able to walk in to make an appointment you might as well go to A & E. Garbage.
Terrible reception, my child 7 month old comeback from A&E ,because she have a milk allergy can't get true with the doctors to get formula prescription!!! 2 times we had emergency appointments they don't call back, next day i calling again ,reception again messing around will call you back or she telling me make appointment online even we already have. Some people shouldn't stay in that place
Hardly a perm doctor on site.  They don’t read up on patience notes, difficult to get a doctors appointment. Not disable access friend (god help you if you are in a wheelchair). After Xmas will leave this surgery.
Never had a bad experience at this Practice. The nurses and doctors are always attentive, listens and looks after you well. Information is always great. Place always clean and tidy. Communications very good as well.
Online consultation form is useless and cannot complete if you are pregnant. Also I asked for a telephone appointment for a pregnancy issue I have. Receptionist didn't check if issue was urgent just told me no appointments available. Makes me feel very vulnerable in my pregnancy and unsupported.
Each time I visit I get the result I am looking for. Head and shoulders above my last doctors. Everyone I saw was friendly professional and filled me with confidence.
Refused blood test due to not wearing face mask,BUT I WAS wearing a face shield! Also, whilst i was told that the receptionist was talking to the nurse, i was having a private conversation with someone, the receptionist was infact, listening to my conversation through the video/voice door bell device! My anxiety went sky high, and was very up set. I thought face shields were classed as a suitable face covering!
I was nervous about a smear test but the nurse made me feel very at ease and I barely noticed it had happened.
I have no hesitation in recommending Brooke St practice.The doctors, nurses and receptionist are always helpful and polite considering what they have had to contend with Coronavirus. I know face to face appointments are still scarce but the 'Ask my GP' portal is highly efficient and more often than not you get a response  the same day. My heartfelt thanks to them all.
Spoke today with the doctor on the phone. Although I've never met her she had reviewed my notes for the last ten years to help with a decision about medication. Listened to what I said and responded. Always worried that they will 'fiddle' with my prescriptions because I've spent a lot of time discussing this face to face with my old doctor. I'd be happy to have her as my permanent doctor. Didn't rush and rang close to the start of the time slot given.
Very efficient flu jab service, and friendly bunch of jabbers: )I arrived half hr early but was seen straight away.
I completed an EConsult , call was not received at time given. On calling surgery for tenth time to query this issue to be advised drs using my old phone number not the new number on the E Consult form ??? Doesn’t anyone look at the personal information given ???
Phoned for appointment for my husband at 8.30am had only just opened and i was 30th in queue took just over a hour to answer my call this is not for the first time this as happened never mind how much the waiting time cost me this has got to be sorted as i am not the only one complaining about waiting times
Had a blood test this morning. The nurse got it 1st time which never happens! Chatty even though it was early and clinic was running 10 mins late (which is more than acceptable to me). Thank you.
We have two young kids who have so far had two hospital visits and operations. The simple act of picking up a phone, getting through to the surgery and being able to either get a call back from a GP or a face to face appointment is almost impossible. It doesn't feel like anyone is really looking after us. Maybe seeing a GP would not have altered the outcome (hospital visits) but we have felt completely unaided and alone as far as basic health care is concerned. I don't know what is going on, if this is the case across the country then our NHS has already collapsed.
I called this morning about my son and did their call back service.. someone called me very soon after and I was talking to the doctor within an hour...
The Staff were extremely helpful & considerate. I had a long wait for an ambulance.They were attentive & kind.
I rang for a phone appointment as I wanted to discuss an urgency with my GP. I was advised that my GP will call the same morning and she did call and we had a nice chat. I am 100 percent satisfied and happy with my GP. She's very helpful and wonderful. She's like a nice friend always listening and encouraging.
Having cause to contact this surgery for a continuation of acute medication, I tried over two days to get through to a receptionist.  I was on hold for 21mins the first day and 59mins the second day, without the call being answered.  The new telephone system informs you where in line you are on hold, however, it is preposterous to assume you are 1st in line for 59mins!  I would dearly love to have this conundrum explained to me.
Called mid morning to request a consultation and referral letter. By late afternoon I had a telephone consultation with a doctor and an email referral all same day with no difficulty and polite and prompt communication throughout - excellent service.
Appointments virtually impossible to arrange. Never have emergency appointments when needed - always diverted to Teddington Memorial Hospital, where there is a very long wait time. Needed emergency diagnosis and care but it was not forthcoming.Something needs to change.
Was running low on medication. Ordered the usual way (email) and the pharmacy did not have the prescription after a few days. Tried calling and calling the Pines but nobody picked up and then it just kept cutting me off. I ended up having to go in.For me it was a minor inconvenience but that wouldn’t be the case for everyone. It’s not difficult to answer calls. For those who have mobility issues or work during the day how are they meant to speak to you about anything? It’s pretty disgraceful.
I was on the phone to the surgery for 33 minutes with no answer at 4pm. At this point I decided to drive to the surgery to speak to someone face to face. The reception was quiet with no phones ringing, the receptionist asked me how to help I asked for an apt with a nurse. At this point there were 7 people waiting in the waiting room and it was deadly silent. She then asked me what regarding, I said (quietly) I have an implant in my arm and would like it removing. She then says (at the top of her voice for everyone to hear) I need to visit sexual health clinic and will write down the name of iCash for me. She continued to say very loudly that this isn’t something they deal with it’s sexual health. She repeated this 3 or 4 times, at what point a lady with a baby walked in and was stood behind me as she was telling me to go to sexual health clinic. I was appalled. I left feeling so embarrassed and humiliated as everyone was looking at me. Further on from this, I had a call with 111 regarding a different issue and they advised me to call my doctor asap and left notes on the screen of my condition. 45 minutes I was ringing through for with no answer. The service here is appalling and I can’t believe this is how patients are treated.
Was unable to get through to book an appointment, kept my phone ringing for 20 minutes or more... Finally my call was answered so I complained about how long it had taken.  I was accused of being aggressive??...I received a letter telling me not to be aggressive or I would be banned from the practice!  What a nice place!
Great response from the nurse today following appointment for my family members and provided the right treatment for them
Everybody was extremely kind and welcoming. The process was quick and efficient. I've no complaints.
I have been twice to the practice last month and both times I have received first class treatment. I managed to get through quickly to the reception and a doctor rang me back within 2 hours. I was then given an appointment that morning. I cannot fault this practice for courtesy, care and professionalism.
I and my parents have been with Fairlands for 60 years and through all the changes their service has remained high and professional, Nowadays you may see a different doctor by phone or in person However this makes absolutely no difference to the ongoing treatment of medical problems with continuity of care until resolved  The NHS is definitely under pressure but Fairlands continues to deliver a high service.
I have been with the surgery for over 10 years. Getting an appointment (as with any GP) isn't always easy but I was able to contact via the Engage system. I received a brilliant response from a doctor very quickly, which resolved my issue without the need for me to take up their time with an appointment.
Impossible to book an appointment. The receptionists are rude, patronising and unhelpful. When you try to book an appointment,  even a phone one for several weeks in the future you are told to try again tomorrow. When you ask why you can't book in advance you are told computer says no. My partner is suffering from PTSD and anxiety, waiting for hours on the phone to then be told "no" makes it worse so he isn't getting the help he needs. Their rigidity is causing real problems!
Following mums major surgery regular visits to nurse for dressing change, she was always smiling, lovely & gave good advice…. She really helped mums recovery & boosted moral … thank you so much for what you’ve done (jb)
I was so impressed with the reception staff, who were extremely helpful and sympathetic to my needs.And the doctor, who I unfortunately did not get the name of, was thorough in his examination and a very pleasant person who explained everything in detail. At no point did I feel rushed. I believe he correctly diagnosed my condition and has referred me to a specialist.
we would like to praise everyone concerned at Rosedale whilst having our jabs on Sunday 7/2/21, the operation in the surgery was second to none, extremely organised, highly efficient and my Husband and i were in and out within 10 minutes, well done to each and every staff member involved. Thank you all very much.
Horrendous phone system. I called a number of times over 3 days and each time their phone queue was too full to even let me wait. I then finally got through and was 17 in the queue. 1 hour and 15 mins later the phone was answered by a fairly disinterested and unempathetic receptionist. I miraculously booked an in person appt and when I went to it a couple of days later the reception staff were sitting round laughing with no phones ringing or people on the phone taking calls even though people I know were still unable to get through. Appalling service.
Lazy and automated - rarely transfers you after a 1 min lecture from a robot on why they want you to use an e-consult followed with “we cannot transfer you”Small improvement - now they keep you on hold with another robot saying your calls important and to wait. I’ve been trying to get an appointment since they texted me 5 days ago about a toe fracture which is a problem.My toe is swollen and it seems to be getting worse.I've been on hold for 15 min - its a 10 min drive so why am i calling....
I have had a variety of poor experiences with this GP practice recently.I am a vulnerable adult with a chronic medical condition and I did not receive my flu vaccination notification this year. When I called up, the on-call GP advised that I would receive a notification over the coming weeks and not to worry. I waited a few weeks and did not receive this text message, so I called again to be told that all of the appointments had been booked up. I had to plead with the receptionist to find a slot for me.More recently, I spoke to the on-call GP to request antibiotics. I was advised that they would be available at the pharmacy yesterday and that I could also pick up a sample pot from the surgery the same day. I attended both locations (in opposite directions) and neither the sample pot or antibiotics had been arranged for me, despite me confirming our discussion again before the end of the call with the GP.I have also experienced long wait times outside the surgery (in the cold) when collecting items, even though I have visited during the opening hours recommended by the GP. I appreciate that these are difficult times with Covid-19, but the organisation and communication really needs to be improved to provide better healthcare.
I recent had to visit our GP at the Health Practice. The Receptionist was very helpful . I didn’t have to long before I could see the Doctor. He was very polite and listened to everything I had to tell him about my problem. .
The receptionists there can make you feel crazy and like there is no hope. They are rude and not helpful. They have messed up with my repeated prescribed medication twice and a s result I didn't have my pills for days. When I called them one lady said with a blaze tone, but you have them now right? And she suggested that I call the pharmacy and not the gp so the problem will be the pharmacy's. Also, I needed an urgent appointment lots of times, very often the case is that they cancel it and you ave to wait for weeks until someone calls you. A disgrace.
The whole team are absolutely fabulous. They couldn't be kinder or more efficient. We have moved a few times over the last 5 years and have experience with 3 different practices, and the Lambourn Surgery are far and away the best!
On time and blood test went smoothly .The nurse was very helpful and very professional definitely an asset to the surgery
I’ve been trying to book appointment via online form as all of them requestingAnd guess what : you can’t do it as full capacity of practice been reached!So I tried to call After being 40 min on the phone I been told I need to book appointment and they can’t do it either as they go to the same formSo when I tried to ask what is best time to do it as morning 8:03 it’s full capacity, noon 12:15 full capacity, now 15:09 full capacity receptionist hang up the phone!I really don’t understand what is my nhs contribution payments deductions going for!!!!Definitely not recommended!!!
I have been really impressed with the service and support from the team at oak tree health centre. GPs and midwives have been so caring and helpful in every contact I have had with them despite the fact that they are inevitably extremely busy. The phone lines do take some time to get through but the receptionists are always lovely and polite and seem genuinely caring whenever I have spoken with them. Think they are doing a great job in difficult circumstances - often this isn’t acknowledged!
We moved to the area in January this year. We have two under twos and so often have to contact the doctor. Each time I’ve had to make contact I’ve been responded to very quickly and have always seen or spoken to a doctor or healthcare assistant that day. The reception team are extremely courteous and very helpful. I am grateful that Southview is my doctors and would recommend this practise to anyone
I can’t praise this practice enough, they have given me confidence in the NHS again which I had lost at my previous practice, I’m sure every one will know which one it was.They are kind, helpful and nothing is too much trouble.
I have been a patient under Dicconson Group Practice since I was a child, currently working in the NHS engaging with various practices in the borough. I have to say that this surgery deserves acknowledgement and praise, whenever I have needed an appointment for myself or my young children I have always received one on the day or in appropriate timing. Both clinical and admin staff are helpful and professional, and I have never had problems contacting the surgery by phone if needed. The Ask My Gp is open throughout the day and I have always received a prompt response. Gp surgeries are highly criticised but I would recommend this service to all of my friends and family.  Thank you.
I found GP very easy to relate to, and recieved good support.Although consultation was telephone contact due to Coronavirus restrictions  sufficient time was given and I didn't feel as though consultation was rushed l.
The appointment system for this practice is a disgrace. I have been trying all morning to get through on the phone and get put on hold and then cut off. The appointment booking system is always unavailable and the online service to ask for help is closed. I have been send a letter from the GP telling me to book an appointment but I just cannot get through. I work from 7.45am so cannot "simply" turn up at the practice in the morning and queue, I need to be able to make an appointment over the phone. This isn't the first time I have experienced this problem at this practice. It happens every time I need to book an appointment. The last time I managed to get one, I had to take a day off work and still then, the appointments had "all gone" by 8am! Due to the shear stress of this situation I ended up in tears in the reception. I actually dread trying to get any sort of medical help now. I don't understand how it can be so bad, and for such a long period of time.
Having to wait almost a month for a telephone medication review, can't actually tell you if they are going to confirm the medication for you to have in the meantime, ask for information reception doesn't need to know, belittling attitude on the phone, just seem to want to get you off the phone. I have noticed a hernia grow in lockdown and haven't even bothered trying to get an appointment to get it checked out as whats the point, will probably need surgery on it by the time I can get seen.When I have spoken to the pharmacist she has actually been really friendly and easy to talk to so cant fault her.
Annual flu jab. Well organised with stalls from local organisations to browse while waiting. Very friendly atmosphere. Flu jab itself painless and administered skillfully.
I took my elderly Dad for a skin tag removal from his eyelid and I could not be more impressed with the service. From the receptionist, to the Hcsw, the nurse and the Doctor, the whole experience was slick and seamless. Everyone treated my Dad (who is deaf and frail) with absolute care and respect and made the whole experience stress free! Thankyou!
Extremely efficient and caring . Acted promptly and saw me face to face . Bloods were organised the next day I had an appointment arrange and a phone call . They reception staff and doctors and nurses were all very friendly and showed a lot of empathy
Friendly, compassionate and highly efficient reception staff.Great technology to communicate with the GP & save their and my time.Very supportive and reassuring GP before and after my recent operation - I felt well cared for. Would not hesitate to recommend this practice.
Tried for months to get an appointment. Ring every single day at 8am, cannot get through until around 815-825am and always nothing left. Will not book you in advance and tell you to just keep trying. Whilst trying to get an appointment my symptoms became worse resulting in a hospital visit which could have been easily avoided by one GP appointment. Note on my patient notes stated that I needed to have something done by 8.6.22 and no Doctor followed this up or thought to tell me. I found out myself yesterday by asking for my information. I am disgusted as an NHS worker myself that they could leave people in these positions. I understand everyone's under a lot of pressure but why are they accepting new patients when they can't even keep up/look after their current ones! Don't put yourself through it by joining this practice. The compassion is non-existent, and it is impossible to be seen.
The organisation of the vaccinations has been amazing. From the text to book a date to the reminder and actual day of vaccination I would say has been well organised and seemless. What a team.
Very helpful & courteous nurse & listened to any problems I had took my blood pressure measured my height did my weight was seen on time asked if I had any problems. The reception staff always greet you friendly and are always Very patient and understanding
I wanted to gather some advice regarding a visit as my elder son had been diagnosed with Coronovirus and he had been in my company 5 days previously - my appointment was Tuesday, 19th October.I really had to contact the surgery to ask advice on the afternoon of 18th. You are no. 32 in the queue. It took 40 minutes to get someone to answer.Do you really think that this is acceptable?This was not an item that could be left on a computer message - the time elements were all against it.In addition, as appointments cannot be made more than 4 weeks in advance, I make an entry in my diary to ring the surgery three weeks before my next INR test. Once again, telephone communication so appalling that I put the phone down - got in the car and visited the Aspen Centre - appointment made in less than 2 minutes.
I am so glad I booked this appointment with one of the nicest GP’s. The GP had time to listen to me and all of my problems and I now feel really reassured after speaking to her and arranging blood tests and other methods and advice to help my current problems. Very good surgery. I have been a patient for 5 years nearly and have never had any problems. Thank you very much ! :)
I tried to make an appointment for my 3 year old to have the polio booster vaccination. I was told l need to call 119, nothing to do with GP's!!! I said l have the NHS letter that states I can call GP for appointment for kids 1-4 - at that point l was cut off!!!!
Having been told I have to visit this practice for a Covid vaccine I asked them questions like if able to park there. They advised me to contact my own surgery as they couldn't answer as I wasn't a patient there. My own surgery couldn't answer about another practice and suggested I contact them directly. So going around in circles. Need to employ staff with common sense not jobsworths. If a query does not relate to medical records but is just generally applicable to all, they should give a reply. Very unimpressed. Glad it's not my regular surgery.
For years it this was a practice with good GPs but notorious reception/admin staff. A couple of years or so ago they had obviously decided to educate their reception staff with some manners, and the difference was enormous. Then they reverted to form: now they treat you like dirt (that is when they bother answering the phone), do not even bother responding to communications (‘patient feedback form’), referral forms ‘go missing in the post’ etc etc. Oddly enough though, they do seem to find time to respond to comments here…Unacceptable, but, unfortunately, no option if one lives in Radlett
On August 3rd 2022 I called the practice for two reasons. Firstly, I was experiencing excruciating pain which I felt might be a pinched nerve. I wanted to make an appointment with the GP to get a medical opinion for my pain. Secondly, I wanted to also book an appointment with the nurse for my wife and myself in response to an invitation by the practice for our check up. When I called, I waited for 15 minutes to get someone to pick up the phone even though I was number one in the queue. When the person came on, they asked me to hold for a few seconds. When I finally got a chance to speak to the person, the tone, in my view was not pleasant. I indicated that I was waiting for 15 minutes and at least an apology could have been given for the lengthy wait. Instead of being courteous, the individual took a defensive approach. All I got was, 'what can I do for you'? without addressing the issue that I raised. Just when I was getting ready to discuss my reason for calling , the person hung up. I am outraged with this kind of behaviour towards patients and suggest more rigorous training be done to ensure that this behaviour does not persist.
It’s not the staffs fault who are very polite but you cannot get an appointment. It’s impossible. I don’t know how many GPS they have but it can’t be more than 1 or 2 for a huge region.
Had an issue with my medication and called the surgery, Receptionist listened to my issue and gave me 100% attention and resolved my issue with a quick follow up with the Clinician.Please keep up with the amazing service!
But the phone queues are horrendous. A new voice. On the phone eventually sorted out my prescription problem quickly and courteously. Well done.
I'm sorry to say this but Carlton Surgery is an awful place. The receptionists think they know it all, they are rude and quite unhelpful. The GPs, when you get to reach them, don't seem very interested in what you're saying.It's the worse place i ever visited and I'm surprised it is still open.
Having spent hours trying to get through on the phone and then going through the press 1 for this 2 for that routine and getting cut off or a message saying “we are experiencing a extremely high call volume “Please don’t attend the surgery unless told to do soI gave up phoning and actually went to the surgery It’s a joke when I arrived there were  2 members of staff at reception and neither one of them could be bothered to answer the phone I mentioned that I had tried for hours but could get through or keep getting cut off They couldn’t care less I now they are ( supposedly) busy But how are you supposed to get in touch if the receptionist(s) are not answering the phone???
I received a prompt (same day) telephone response to an email message. The doctor I spoke to was very kind and helpful and he called me back after he had visited my mum. I felt we had received a good service.
More interested in quantity of patients seen than quality service. Phone line service is awful, ring dead on 8am and get second in queue. 20 minutes later when someone speaks to you they have no appointments left for today. How is that even possible? Want to book a routine non emergency appointment, well you can't they don't do them any more. Want to order medication from dispensary, well that's almost impossible. No phone line to order medication, only email or at the counter. No wonder people are flooding to online providers. Nurses have always been brilliant, kind and caring. Receptionist do what they can to help but struggle due to the lack of services available to them.  You can go 10 times and see a different doctor every time, or end up with phone appointments from a company that's nothing to do with the surgery at the calls are farmed out. The building looks so run down on the outside and although they have painted the waiting area the tannoy type system rarely works.  Overall avoid if you can.
It was very good, in and out in about ten minutes for my flu jab. Very efficient the way it went very good.
I have never had any issues with this Practice. They have looked after my whole family for years and i couldn't praise them enough! From sisters diabetes, mums skin cancer, nans general health and my bad smear result - all dealt with amazingly! Receptionists are amazing, Drs and Nurses are amazing! Couldn't fault anything, even with all the rubbish we've had to put up with during covid they've still helped.
I have never found the reception staff to be particularly helpful but they seem to get worse. They are either completely incompetent or very dishonest. My wife had to have a 24hr blood pressure monitor. She was told that the results would be sent to the GP surgery. We waited a few days to give them time. Surgery have said each time that they have not arrived. The cardiac centre say that they were sent the next day. Yesterday one of the reception staff said that the results were there and the doctor would phone the next morning. Doctor phoned. Said the results were not there. This entire practice is riddled with incompetence and a lack of care. We need a new doctor. I'm  yet to see a positive review about this Surgery.
I cannot praise all the staff at my Doctors enough they are all so friendly and helpful, whenever I call they will do their best to help whatever I need so Thank you from Del Swatman
St. Mary's Substance misuse worker is beyond fantastic.  She has helped me so much, never judging even if I lapse. She has supported me in such a great down to earth way. My chats with her always involved my fiancee which was fantastic. My fiancee has been able to understand the challenges and processes of withdrawal more clearly and is able to give my the support at home I need. Highly recommended.
Thank you to the receptionists and Doctor for always being supportive of my family’s health needs. As someone who does not attend the surgery often I found the whole process supportive and caring. Their support of my father who has more regular needs is always fantastic. Cannot thank you enough for your services and your care and attention.
Friendly efficient admin team.  Committed caring nurses.  GP's that involve you in your care.  Helpful pharmacy team.  There's a local volunteer group offering extra support.  Flexible contact options; in person, via telephone, online and via an excellent app.  You can order your medication online or via the paper slip and view test results online via another excellent app or telephone for them.  This flexibility caters to all individual needs and doesn't exclude anyone based on age, ability, access, etc.  On the day emergency care is outstanding.  Bookable appointments are satisfactory.  In comparison to other practices in the area, it's outstanding.  I don't think we've any idea what it takes to achieve what they do every single day. If there were slots available for 'bookable appointments' online that would be perfect, but capacity is what it is.  My 'named GP' changes nearly every year which difficult when you've had some complex health needs, but everything else is so good it's okay - someone will help you.  Sometimes what you see in your online test results doesn't tally with what the GP can see, but I think that's a security issue and could be fixed at some point - it's adequate and usually saves a phone call.  And overall, all this has been maintained throughout the pandemic - amazing!Thank you for everything you do.
Never have I felt like a burden avoid these like the plague they don’t care about you and you have to get through the line of defense of supposedCare navigators more like defenders of the doctors not allowing you to see them
Well week 2 wanted to make an appointment to speak to a doctor about the menopause has not sleeping and are having bad hot flashers.  Its not an emergency just need to speak to a doctor . Well ring at 8 am I can't because I start work at 4 30 am . Well the first appointment available is 26th September.  I think if u work and don't sit on your backside u should get an appointment but no . I really finding very hard to understand y u can't get an appointment.  I could b dead next week .I think this is unacceptable.
The dr was brilliant, listened and I didn’t feel rushed. The practice decor needs an overhaul, the reception is ropey and it would have been nice to have been welcomed by the receptionist, but was totally ignored by her.
A very understating doctor who is sympathetic to my disability always there too listen and support in any way he can.
Only been in the area a year but always found the surgery staff to be accommodating. If unable to book appointment at Wrenthamthey have found a slot elsewhere . all surgeries very good.
had to go to the surgery to book an appointment, on line system does not work, good medical staff poor administrators
i have just moved in area, trying to get an appointment for my 9 year old daughter for 2 weeks, can not! phones are always busy, sometimes waiting more than 30 minutes to get an answer by phone.i cant review the clinic team(doctors) bcs i could not able to see their faces, could not go further but the reception...
Excellent staff and doctors. I happily recommend this GP to people who are registering newly. There is good customer service and staff are very friendly.
Staff friendly & helpful, needed to check my contact details - as has been a few years not attending health centre, details/mobile number updated. Staff directing me to dedicated rooms for vaccination, nice to be offered injection, as cancellations of people not attending freed up a jab for me. Observed a 2M physical distancing throughout procedure & one-way route ingress & egress confirmed. Good to see safe practices in force.
Had to see the physio at the practice yesterday and omg they where so good, went through so much with me even checked all my joints and gave me advice on things I hadn't gone in for but after talking for a while they talked me through so much to help with my workouts and how to keep my joins safe, would defo recommend them to anyone, great service!!
It is imposible to get an appointment for the same day even if you call at 8am, they keep asking you to call tomorrow but it happens again and again. The earliest appointment you can get it is in 3 or 4 weeks (telephone appointment), by that time you can be either dead or problem solved.
Very organised winter flu jab session - staff as always friendly, helpful and very professional. Very privileged to have such a good gp practice.
Went for flu jab and all well organised, efficient and friendly. Was also offered pneumonia jab and they did that at same time
I have had to visit Willow Tree Surgery a few times in the last couple of weeks and am pleased to report that I have found all staff (both medical and reception) to be professional, caring and helpful in all dealings. All appointments have run on time. The staff I have been seen by at reception have always been efficient, polite and friendly. Also the premises always appear well kept and clean. Thank You to all, keep up the good work.
-It's difficult to get an appointment.-Long wait in queue no one seems to pick up.-Rude communication with no clarity.-Many times they can't give an appointment with no proper explanation...
What can be said of a GP surgery where they wont let you book an appointment unless you can say your going to be ill in about four weeks, don't allow walk in patients. No compassion !, no care in the community !. This is the absolute worst practice I have ever had the misfortune to be in. They hid for two years behind Coronavirus now they have no excuse, but still refuse to see patients who are suffering. If you read this please take heed use this as a warning look elsewhere to find a GP.
I just wanted to thank everyone at The Doctors House. My mother is 97 and I have had to call on numerous occasions to either speak to her doctor or make a request through reception.  On every occasion the reception staff have been most helpful and always happy to help. I find this amazing especially as they must be under such pressure during these difficult times, however whenever I call they always manage to either answer my request or find a solution for me. Well done everyone and a big thank you for all your assistance.
Very impressed with the new lady doctor - really listened to me and my issue and took time to explain treatment, giving reassurance. Only complaint is that I pay for my prescriptions and I got 6 tablets for £9. Will soon need a second job as this is proving to take longer to treat than hoped for.
Although I have been registered with this surgery for about 30 years I have needed significantly more appointments than before over this last year and have found the doctors very thorough and the reception staff helpful.
I wanted a change to my prescription and sent an eConsult.  I had no response for a week.  The following week I sent two emails to the prescriptions email address about this. No response for a week.  The next week I sent another eConsult and finally got the response I needed.Partner went to see a private consultant (thereby saving the NHS money).  The consultant wrote to the practice requesting a prescription.  Two weeks later I had to chase my partner's prescription via eConsult.  He got his prescription, but only 2 weeks' supply instead of 6.  I am back to chasing them again and we will incur another prescription charge.I have given up trying to contact the practice by phone.
Speedy service/ pleasant friendly reception / helpful staff. Following my blood test which was done very efficiently I am now to make a telephone appointment to discuss the results with the pharmacist at the request of the doctor which I shall follow up today. Thank you.
Husband filled in online request form 8.30 this morning Dr phoned 10.20  face to face appointment 10.45. I am the first to complain so praise where praise is due. Also good service for boosters and flu vaccinations Huge thanks to all concerned
My 1st time Cervical Smear Test in UK was not a good experience at all and painful indeed. I did several time in Hong Kong without problem and understand my conditions changed could cause trouble. Hope next time she would use more lubricant and smaller instrument in the first place.
After 2-1/2 hours and 125 attempts eventually got through at 1804 only to be told they were closed, even though the web site says telephone calls were being taken till 1830 - sort yourselves out.
I have used the telephone triage service both for myself and young daughter in recent months and been completely amazed at the speed of the service. I called at 8am to book onto the triage list, was called back both times within 30 mins and by 9:30am was at the pharmacy collecting medication and having a first dose! Amazing! The GPs listen, ask lots of relevant questions and give you the time to explain your problem. Just cannot fault that service. Superb! Thank you!Keep up the good work. (Fellow NHS employee).
As above I was very satisfied with all aspects of the the visit. All staff very professional,friendly and helpful.
Very understanding,helpful and sympathetic receptionist and doctor.Medical issues resolved quickly and efficiently. Thank you!
You can never have a planned time for an appointment. You have to send a form in and then the doctor will randomly ring you and expect you not to be busy. The doctor rang me twice during a university exam and because I didn't pick up, it's tough luck. Got to go through the whole process again. Absolutely awful system.
I’ve been a patient at this practice for over 30 years and I, my husband and our (now grown up) children have always received excellent care from your staff.Since Christmas, I had held off contacting the surgery over a developing cough/wheezing as I thought it was just going to go away, and I knew that the surgery would probably be very busy after the Xmas period.When I did eventually ring, I had missed the day’s allotted appointments but the receptionist, who was extremely kind and patient with me, suggested that I could come to the after hours ‘emergency’ slot that evening.I waited an hour but the doctor, who I’m sure had had a very long and busy day, was very thorough, kind and reassuring.  I was feeling really quite unwell by this time and was very grateful for their time and attention.I am now feeling much better, thanks to the antibiotics, and wanted to thank everyone involved for their professional care and support.  It’s no secret that GP surgeries and everyone working in the NHS at the moment are facing real challenges and I wanted to say how grateful I am for everything you’re all doing.
As is the process, a telephone consultation with the Doctor, explained my problem and concerns. The GP organised a referral instantly and advised the date. Very pleased, thank you.
My smear was dueWent on the practice website Really easy to communicate- all simpleQuick response with date and time of nurse appointmentAttended practice All felt safe Seen on timeLovely and helpful nurseVery good service
The reception staff are always, incredibly friendly,  understanding and extremely helpful. They play a very important role and are the first contact patients have with the surgery - the team at Weston House do an amazing job under what I can only imagine are stressful times.
A huge thank you to all the team at at the Calverton Practice for the high level of service and care they have given me since joining their Practice as a patient in 2021.While being ill over the last few months I have received exceptional service form everyone I have come across in the Practice. This has included every Receptionist, Nurse, Phlebotomist, Pharmacist, Doctor, Medical Secretaries and other Office Staff. Their professionalism and kindness on the phone and in-surgery has been second to none; I sometimes can’t believe what brilliant care they have each given me. And all this during an increasingly difficult period for them within the NHS, when their resources have been severely stretched.They have dealt with me on every occasion with compassion and a human touch which has been very much appreciated. And … it has to be said … I’ve never before been to any GP Practice where the staff on Reception are so kind and helpful!  Just lovely.Thanks also for their triage and appointment system which works brilliantly.My very sincere thanks to everyone at The Calverton Practice.
Past 3 years whenever I've been referred for something, I'd have to chase my results (X-Ray, Bloods, etc) only to be told "oh they came back normal so we didn't need to call you". Okay? Maybe tell me so we can find next steps because there's still something wrong. Today has pushed me over the edge, I've kept my cool for three years. I asked for my prescriptions which a consultant had said to start on repeat to be sent to pharmacy on 12/09/2022. The letter the doctor had gotten was dated 30/08/2022 and they had not yet sent my medications. They confirmed in writing that it had been sent and to wait 48 hours. I waited a little longer by a day.Got to the pharmacy. The prescription still hasn't been sent. They only have enquiries open 8am til 11am on week days and you can't write to them after that or before that. Good luck on the phone, you'll be first in the queue for half an hour.
All of my experiences have been positive.  I have been with this practice for years and can confirm that my dealings with all staff have been successful Well done to all staff
I had to contact the practice just before Christmas on behalf of my mother who lives in a care home in Purley. The receptionists were fantastic at listening to my requirements and explaining what I needed to provide to organise a GP visit on behalf of my mother. The GP arranged a call back on the 24.12.21 and spent more than enough time reviewing my concerns and organising my mother's medication. The GP since then has contacted me twice to update me on the impact of my mother's medication. I can't fault my experience with this practice. I just wish they had a practice in Kent where I live.
Lost for words with this surgery, no chance of getting the phone answered or a reply to an email, sent an email in August and nothing and when they do you answer the phone after a 40 minute wait - no appointments and you are made to feel like they are doing you a favour and that you are the problem for calling. No face-to-face appointments only morning or afternoon call backs weeks away. Should be investigated for not providing proper service. If you are short staffed hire people and stop using Covid as an excuse.
I have been repeatedly requesting a repeat prescription for blood pressure. I have ran out so the pharmacy has to issue an emergency prescription. Impossible to get through on the phone.I am sure I am not alone in this. I do not think there are actually any GP's in this surgery/all doing on line consultations I suppose.
This medical practice provides outstanding health care and the staff always go out of their way to support you. My GP is exceptional and I feel so privileged to have such a kind and caring doctor who will always go out of her way to support me.
I’m a new patient at Tower House Surgery and from speaking to the doctor about my repeat prescription, dealing with reception about registering online to follow up calls from the practitioner nurse during a recent illness I have been extremely impressed with the speed of action, professionalism and kindness. Highly recommend this surgery
My elderly mum was a patient at the practice before moving into a care home. I cannot praise the staff enough for their caring, professional and compassionate attitude especially the Reception staff who go above and beyond to help and support you. They genuinely make often very stressful situations less daunting as they listen and try to sort out problems or concerns as best as they can!
Had both my Flu and Covid booster at the Stanground Surgery. The whole process was like a well oiled machine and I doubt I was there more than 10 mins from joining a very short queue to being back in my car!
From the receptionist to the nurse and the GP, excellent service. I felt that I was listened to and my appointment wasn't rushed. Very friendly and professional. I can only recommend.
You never get an appointment, despite having several phone appointments for same issue. Phone appointment didn't happen after waiting all day. Excuse was that she had technical problems and couldn't reach anyone. Previous provider much better.
Having an ongoing condition I have tried to use the online booking process even after putting an explanation of not needing to see the doctor as I have had a number of years with a condition, my only request was for a medication change only to be advised to try to book online again the next day . So then decided to call surgery only to be left for over half an hour to be greeted by what I can only state as being the most inhuman person I have ever spoken to, stating that there are no appointments for today and to call back the following day , I must add that there was no apology for the 30 minute wait or even a hint of any help other than to try the next day. While my condition may not appear urgent to them visiting the toilet in excess of 10 times a day is not normal and knowing clearly what is required to help alleviate the symptoms is just a change in medication that you are familiar with and is just a 2 minute conversation with your GP , but no I have to take up more of my GPS valuable time and waste more of my valuable time attempting to book an appointment.Head of Surgery please help the staff fronting your surgery to be more human even if you cannot accommodate a same day response these staff represent the Surgery and as such should try to be human and not scripted bots otherwise you should probably consider dispensing with these staff and have an automated answerphone such as the banks use.
You call for hours and no one answers, and if you go to them to schedule an appointment, the people at the reception tell you that they can't schedule you, you have to call
phoned GP surgery and queued. I waited from #10 until #1, only then to be cut off. Phoned back only to then queue from #23 until #1 - this time spoke with someone, only be told do e-consult on website. I had tried whilst queuing, only to get to a dead end. I was asked try again and the home page was described to me - which did not match the one I was looking at. The person on the phone then looked (this was helpful) & advised which option to pursue - basically wait to get me off the phone. I went through the entire e-consult process - again! only to get to the end and be presented with the option of phone your GP surgery or 111. If you then select this option it says that it will NOT notify the GP surgery - I can sympathise that people are extremely busy at the moment but what is the point of this system - just be open and say contact 111 or attend a walk-in clinic from the get go and stop this wasteful charade
We had a face to face appointment for our daughter last thing on a Friday afternoon at 5pm. Nothing was too much trouble for the wonderful GP that we saw. Was there for over an hour whilst they ran numerous tests and made phone calls to the paediatric registrar on call at the local hospital. The doctor made our daughter feel totally at ease and chatted away to her throughout, particularly when she told her that she wanted to be a paediatrician in the future. The doctor also called us a few minutes after we had got home to provide a further update on a follow up appointment even through it was easily above and beyond expectations! Wonderful treatment and recommend without hesitation to anyone. Many thanks and best wishes to a fantastic doctor.
Some staff are not the most helpful there ... you have to do this phone at 8 to get an appointment ...which means only some can get an appointment some have to retry next day... don't think some listen to us properly which leads to frustration  ... shame .. no longer do they take the time to put us first .. its becoming a bad practice.. I'd rather find another practice .. and I shall
Very poor with repeat perscriptions, I have had to chase mine for 5 months running. Not good enough, Pharmacy blame medical centre and vice versa, but have seen evidence that request had been made by pharmacy.Called for reassurance regading conflicting tablets issued by them and the city hospital, to be told curtly " its up to you if you take them or not" !  totally disgusting!Receptionist didnt listen to me properly interrupting me continually with irrelevant "stock" statements and then accused me of not giving all the facts, they seem to try to pre empt what I are going to say.Very rude nurse tutting and rolling her eyes when i said i didnt have a mobile phone and was told to stand in the reception in a very rude manner.Nurse refused to give me a PSA test even though the hospital had requested a 3 monthly test.I would give this prectice zero stars if i could.
Spoke to the manager yesterday regarding some issues I have been experiencing with my repeat. I just want to say thank you so much. She was so helpful and really polite. She listened to my concerns even when I was very upset. She explained the processes and went into detail to ease my mind. Well done Higham
Friendly and Polite service. Given the challenging times at the moment remarkably on time with appts.
I would just like to compliment the reception staff at this surgery.They are always polite, professional and extremely helpful.Well done to you all.
I work as a nurse in a gp practice in London myself, where we have more or less returned to normal working capacity & appointment bookings, same as before covid.This gp practice is still doing same day appts only! Unless you get through at 8am on the day for an appt, you may as well give up on an appt that day. Tried to switch gp practices, which apparently is not an option in braintree???
Fast, friendly and effective flu clinic. I was very impressed by the speed in which I was seen. The nurse who administered my vaccination was friendly, welcoming and extremely skilled in its administration. I was in and out with minimal waiting time.  My experience at the Station Practice has always been superb, regardless of the reasons for my attendance.
Friendly, professional staff. Highly recommended. Easy to get an appointment and registration process is quick and simple
Having suffered for some time with pain in my shoulder I decided to see my GP. On ringing the surgery, I was given an appt to see a physiotherapist (2 days later!). He examined me and diagnosed tendonitis. I was given excercises to do and advise. That evening the pain seemed even worse. I did an E-consult and the Dr called me the next morning. I was prescribed analgesia. The Dr explained everything to me. I am very impressed with the care I've had but do miss the face to face contact.
I called in to chase up a blood test result for which I was waiting results 9 days after the event. Whilst their records system showed my blood test being done, there was no record on their systems of any blood test results. Yet no one had thought to chase this up in the surgery. They asked me to call the Anti Coag clinic at Derby London Road Hospital to see if they could assist; they stated they had never received my blood sample from the Surgery and stated that for them to manage my medication, I required a referral  from Hollybrook Surgery to them which had not been done (despite my blood test having been done 9 days ago). The surgery reception stated that to get a referral I needed to get a GP appointment but they couldn't arrange that at the reception as it had to be done over the phone (not sure what the purpose of the reception is then?). I tried to call the Surgery 3 times, 10 mins later and was unable to get through as the automated answer system claimed the reception was receiving high levels of calls so I should try again later. Returning to the surgery, there were 2 receptionists on the desk only one of which seemed to be doing anything and no sign of any phones ringing or being answered. And still neither had any idea about what had happened to my blood test, why Derby Hospital had not received my blood test 9 days ago or apparently, why I had even been allowed to book a blood test in the first instance as it was for something that they don't deal with in the surgery. Avoid this Surgery if you possibly can. The appointments system is a shambolic farce and the service received in response to genuine enquiries is chaotic, unfocused and sub standard.
Really disappointing. Definitely consider registering with a different GP.I’ve been with Hazeldene MC a few months now and I’ve probably called 5-10 times for basic appointments/follow-ups.Every time I’ve called, wait/on-hold times were over an hour. Only once have they answered in less than 50 minutes.When I went there in person, they had one receptionist that dealt with patients, walk-ins and phone calls.While waiting for my appointment, I overheard the receptionist answer the phone on loud speaker and everyone in the waiting room could hear what I assume the patient must’ve assumed was a private call.The surgery was also over 30 mins late past my scheduled appointment time.The building interior reflects the exhaustion of a high-strung and probably overworked, frustrated staff.I did give one star as a few of the doctors are competent and kind.
was spoken too by reception with much care very nice lady she been there years and is very friendly  the doctor I saw was very thorough and made me feel at ease thankyou very much very hard for all of you specially  at the moment they are so busy but serve with a smile
Phone everyday to be told no appointments available. If you are lucky enough to get a telephone consultation, you then have to sit at home waiting for an appointment. I waited 7hrs, ended up phoning surgery to be told I had been forgotten so would need to phone next day for an appointment. Ended up phoning 111.
This is good, hope it will be more easy after the transition period. Wish their success in future. Thanks
Terrible ... can take 2 weeks to get a repeat prescription, do not respond to econsults, impossible to get any appointment, fail to engage with patients, ignore complaints ... just stay away ,,,
I've had two experiences using the e-consult service this year with Silverdale and the support has been excellent and very quick. On the second occasion I was also given a telephone consultation and then an in person appt all on the same day and the GP was very kind and sensitive to my needs which was hugely appreciated.
What a lovely surgery. Doctors brilliant. Reception always helpful.Always pleasant. Nurse always welcoming. Give yourselves a good star.
I've just joined this practice on recommendation from my daughter.  Quite extraordinary,  no problem getting an appointment and zero time waiting to be seen. So efficient, definitely seems to be bucking the trend.
Attended for blood pressure review , very understanding GP , extremely helpful, first experience with the practice and very impressed
It appears the return to work instructions from the Government has not reached the GPS at this surgery. You are asked to ring on the morning to try and get an appt , only to find it’s like the lottery . After waiting on the phone for a while, you are advised there are no appts and to try again the following day . The poor Receptionists take the brunt of the frustration. This surgery has fallen in standards and needs special measures to bring it up to standard or close . It’s not acceptable that patients should seek medical assistance at Hospitals because this surgery’s GPS not want to provide medical  care .Totally unacceptable. .
I called the GP and scheduled a test. On visiting the reception there was a rude lady she asked me to take a seat and waited. I waited for around 45mins. Then I checked with reception again this time with other lady who said this test was booked with another surgery. Now why that was booked with another surgery and when I came there why was I asked to wait.
My father has recently passed after a long illness where he was cared for at home by live in carers.  The support we got from his GP to allow us to do this was exceptional.  Not only did the doctor support my father but he also took the time to ensure that my mother and I were aware of exactly what was happening and had access to all areas of help where required at all times.  He made a very sad and stressful situation much easier and we couldn't have done it without him.  I am sure his workload is huge but we always felt he had the time to listen to us and the care and compassion he showed us throughout this difficult time was hugely appreciated.
Extremely well organised and efficient.  Staff very pleasant and helpful and guided me ahead of queue due to me using crutches.
Have been on hold 3 times today - the initial 2 calls I was on hold for 20 each time before being cut off. The 3rd time I was on hold for 27 minute before being cut off again. When calling back a 4th time the voice message said the practice was now closed for staff training. I have a child who needs a confirmation of a hay fever cough before being admitted back to school and cannot get through to anyone.
The reception is absolutely awful here. The reception staff are rude and unhelpful. The phone is constantly engaged and hangs up after 20 seconds. They are very unhelpful. If you can get past the reception staff and manage to make a booking then the surgery is ok. If it’s urgent try to go somewhere else as you could be waiting a long time to actually speak to someone.
I have moved to the area and changed from my childhood Dr's to this practice.  I have been totally blown away with standard of service I have received from the staff there.  I had an issue with my shoulder and had an ultrasound on it right there in the practice within the week of my GP appointment.I also really like the online triage system, yes it a little tricky to use at first and could be simplified but it means that more urgent/serious cases are dealt with first.I find all the staff helpful and friendly and I do recommend this practice whenever I am asked.
I tried phoning yesterday, got through to Heatherview, told someone would ring within 48hrs to make an appointment despite fact I needed to be seen that day. Today I tried phoning numerous times but always recorded message saying all lines busy. Went on to Klinik. It said if you need to see someone urgently between 4-6 then phone, which I had been doing without success. So 24hrs after my initial attempt I went to surgery in person. The building was nearly empty, only 1 person in waiting room. Receptionist was most understanding about my problems trying to get to speak to someone and immediately realised I needed to be seen by a Doctor. She typed my info in to her computer and had an immediate response from a Doctor saying I could be seen straight away. Wonderful service but why so, so many hoops to jump through? Presenting myself at the surgery was an act of desperation as all avenues we are told to follow failed. Lilliput is our nearest surgery and where we chose to register but I have had to go to both Heatherview and Wessex Road on other occasions which is not easy. As patients, along with many friends,  we find difficulty in finding anything positive from the impersonal Shore Medical Group. We dread trying to get an appointment and do our best to stay away as we are fully aware Covid has added to the already busy workload but there are times it really is necessary to see a Doctor, and today was one of those, but it took a lot of unnecessary time, effort and patience to succeed in seeing a Doctor. The Doctor was very welcoming and thorough and the consultation only took a matter of minutes. V well done Lilliput - it was how things should be and used to be.
The practice has given me good  service when needed,giving regular blood tests  and provided me with a regular repeat prescription system. I am quite happy to proceed as normal.
Rejected my repeat prescription request as told I need a medication review. Two problems with that: 1) I've already had a call with their chemist and told them I don't want any changes to my medication.2)Even if I wanted to make an appointment I can't! The line is constantly busy and when you get through you're met with rude and uncaring staff who don't seem to have a clue. Told me to ask the chemist for some "spare" medication, when it's a controlled drug? What idiocy! I've been left in distress and withdrawal because I've been refused medication which I need to function. This practice is disgusting and doesn't care about it's patients.
Very easy to get appointment, the staff are very attentive and the GPs and nurses have always been great.
This practice offers by far the best service of any GP surgery I’ve come across, especially having worked in primary care for a number of years. The administration/reception team are so friendly, helpful and efficient and the clinicians I’ve encountered have all been excellent. I feel listened to and respected as an individual patient and I have never come across anyone who has a bad word to say about this surgery.
Been calling since a thursday morning, with phone line "too busy to answer call" untill friday. Finally got into a waiting list tuesday morning waited 22 positions in a cue and all appointments gone. Told to call at half 1 or go to A&E. I have symptoms of a viral infection or tonsilitis. Don't think it's a good use of A&E resources but looking like I have no option. Reception are useless at trying to help or sympathetic just to the point and rude.
On telephone hour and half, to be told "No appointments" and that's regular and "Phone back tomorrow" or you can have a appointment made in two weeks! Always told when asking a problem "We are new here" or staff don't understand or understand them. Regularly change staff, doctors or Locums who don't know medical history. I put in a repeat prescription and out of 6 items, 3 are left off when my order is sent to chemists after a week and then no sorry's from the surgery. Then await another couple of days to collect. By then I've ran out of the said medicine - has happened before. Always on the long winded diatribe before one gets through, 'We are experiencing long delays due to staff illness,' This is another constant.When one gets through on the telephone during the day and when staff are not outside the gates regularly smoking (good NHS advert that is) it seems they just want to get rid of you. My neighbours whom use same surgery (when they can) all report the same uncaring place.
Doctor recommends for me to book an appointment im told to book one so i do and the surgery are telling me no appointments available at all i have to call at 8:30am so i do and wait on the line about 2 hours to only then be told no appointments again. Done this 5 days now same experience appalling. Google reviews show the real Wheatfield Surgery shame on you!
Very difficult to get an appointment. Managed to by phoning immediately at ,8.00am, requesting GP face to face appointment but told none available so has to rely on a telephone consultation. Phone went at 10.20M but immediately went to voicemail. (Accept that was probably my phone setting). But phoned back and told to await a re-call. The message on the answerphone was from a practice nurse, not a GP; he said he'd phone again later but didn't do so.Also, had recent hospital consultation and prescribed medication. The GP was written to ((I have a copy), which advises ongoing prescription of medication prescribed. Phoned to ask for a repeat prescription but told I'd have to speak with GP before new medication can be put on repeat basis - Catch22 - can't get to speak to GP.
Really worried about this practice as it has become almost unusable.I tried to get an appointment late summer, and using the online triage service was offered an appointment 2 weeks later. Was told I needed bloods taking. 2 cancelled appointments later finally had them done but never had any contact to tell me if they were good or bad.Now my medication has run out.Tried to get someone to call me by using the online service. Heard nothing.50 minutes on the phone to be told that someone will call me back. Nothing.I now have no medication left and no where to turn.Shocking.
Cant thank you all enough for you understanding. Kindnesses. Nothing has been to much trouble for your all .from doctors to nurses and the lovely girl's on reception thank you.
I needed advice regarding my adult son who has Cerebral Palsy.  I used the online consult form,  a lovely nurse rang me today, talked me through what I needed to do.  She didn't make me feel like I was a nuisance.   Just being able to talk to someone was such a relief.  Full marks to her.
We have always had fantastic support and care from Killick Street Health Centre.  All of the staff - office staff, GPs and nurses - are professional, friendly and do their best to give the very best care.  Our recent experience with the nurses for post treatment care was exemplary.
I called at 8am. Pressed 1 for a call back. My call back happened at 10am where I was 2nd in the que for 3 minutes then remained 1st in the queue for 20 minutes. This means you either only have 1 phone  line and patients regularly (since this has happened several times to our family) stay in the phone for 20 minutes at a time,  or you simply stopped answering the phone. I should not have to call 111 each time I need to see a doctor because you haven't enough staff. You keep blaming the covid pandemic but 18 months in now and still no doctors? Modality needs to sort their staffing out, think less about their profits and more about their patients. And stop offering online help to those who complain when your online service doesn't work either.
I am completely shocked by how ill equipped this clinic is to deal with its patient load. Not sure if it's a NHS funding issue or terrible management but something isn't working. For the third time in 2 weeks I can't even get into the 8am phone queue to try book an emergency appointment today. Despite calling every 5-30 seconds for 15 mins, all I get is the busy tone. When I raised this with the receptionist last week I was told they have no idea why that's happening, rather than they'll look into it.When you do finally get onto a receptionist, you get to learn the earliest appointment is in 6 weeks and you don't get any time allocation, you just have to keep a whole day free for a doctor's call. Great for those with full time work. Furthermore, I was advised you can only discuss one health issue with your doctor per appointment, which would make sense if you can get appointments easily but borders on absurd given you have to wait 6 weeks and they'll only book one appointment at a time. As someone with multiple chronic health problems that require active management to avoid long stints of work/hospital admissions, it is a complete failure of patient care.Finally, when you go into the clinic the receptionists leave you waiting for at least 5 minutes without ever acknowledging your presence. It looks like they're quite busy but would be nice for someone to say they'll be with you when they can, especially when you're waiting as they talk amongst themselves.Honestly I would keep looking for another health clinic rather than registering here. When I initially saw reviews I thought "I'll be proactive, how bad can it be". Well the answer is, pretty bad!!
I am currently on hold in the call queue and have been for 17 minutes. For all of those 17 minutes (and counting) I have been at number 1 in the call queue. Please review your systems. You have many thousands of registered Patients and I guess this amounts to hundreds of hours spent by your Patients waiting in a call queue, not being able to focus on anything else. I would appreciate a response. Kind regards, Ivan
A well organised, clean and welcoming reception area, clearly defined showing where to go. As a patient for over 8 years I cannot fault this practice or any of the staff. The first point, reception are very professional and helpful and always work around me, making me person-centred and my treatment appointments meaningful. The doctors' and nurses are super friendly, they know how to calm a patient and make them feel special, nothing too much trouble. I speak with my doctor via a telephone consult, and am called in if it is necessary for me to see them. I arrived the other day and felt I was treated very well and the doctor and nurse gave me 110%, making me feel safe and taking my ailments serious made me feel I  did not waste my time attending. I cannot thank The Barcellos family practice (on both sites) enough. I really appreciate the support I receive and trust my condition will be thoroughly treated. Any patient lucky enough to enlist with this practice will receive the best treatment, so I highly recommend them.
I have been with this practice since 1974 since it was a surgery in Queen Elizabeth Save and have moved with them .
Booked for flu jab. Despite being late for my appointment, is was greeted and directed to a desk. Logged in and given a paper, and immediately directed to to room to have my jab and sign posted to the exit. The whole excellent process was less than 5 mins. Well done on an exercise job.
Very easy to get in to have my flu jab on Sunday morning. Staff very welcoming and helpful. Took no time at all to book in and have the jab
The receptionists at this practice seem to be working to a ‘computer says no’ script. I completely understand if you’re unable to help me with a particular issue, but at least offer alternatives or suggestions. They will often speak over you and once they’ve made up their mind about how they’ll be dealing with you, it’s almost as though they put their ear plugs in.For example, I am overdue my second COVID vaccine. I received multiple calls from Langley health centre around April time inviting me to book for the vaccine but I informed them that I’d be delaying it as I am pregnant. I was told to call back when I was ready. Now that I am in my second trimester and ready to have the vaccine, upon calling, I get told to wait for a text inviting me for the vaccine when it is my turn. This will of course not happen as my ‘turn’ has already come and gone but the receptionist just didn’t seem to be hearing this. Eventually after repeating my case four times, she said she’ll put me on the list for a callback from the lady organising vaccines and lo and behold it’s been 10 days and I have heard nothing. I’m not used to being on the patient side of things and I have to say, it has always been a battle when calling up this health centre. Help has never been forthcoming. Would really recommend giving your receptionists some communication skills training with an emphasis on LISTENING to the patient.
Not often we need medical service but when we do it is often the case we need it quickly. I was discharged from hospital and advised to contact my gp for a follow up due to high blood pressure. My experience to see a Dr has been apoling,  hurdle after hurdle to prevent you getting an appointment with a gp. Really sad to see that they are trying to run a surgery like a bank institution. Expect you to do everything online. It should be far more accessible.
What an excellent surgery, I can always get appointment, reception staff are great.I'm not allowed to name names on this site, but going to write on there site.  My GP has saved my life a couple of times this year, it has taken alot of tests and admissions to hospital. I couldn't have treated more thoroughly, and we can still have a laugh!! Thanks so much to Westmeads Surgery x
Once again for the second time I did not get to speak to who I requested.I understood a person could choose who he or she wishes to communicate with.Apparently not.What is the point of making such a request then.
I believe the proactive prescription  review service that has been introduced is very good. The lady was very professional and friendly that will no doubt help the practice and patients. The ability to interact so quickly with a  doctor to confirm her recommendation while still holding a conversation was most impressive. This also demonstrates persons within the practice can communicate very quickly for the benefit of a patient.In times of real pressure it must have been a great leap of faith to introduce the new service, but well done to all concerned.
I am with this GP more than 3 years and never seen the doctors for myself but I did for my family. I found the receptionists are in massive lack of communication, interpersonal and customer service skills.
Appointment was to time and the GP was excellent in reviewing my recent test results and current medication.Another concern raised was dealt with expertly and to my complete satisfaction.I was very pleased with the face to face appointment with my GP after the lockdown restrictions.Would recommend seeing your GP if you feel it is necessary as remote consultations although good are limited in there scope.
I was happy with bundry house survey and I went to see my doctor again tomorrow to see my results and made another appointment for littler.
I’ve used this surgery for many years. Reception staff are always helpful. Not seen a Dr for years but I do see the practice nurse every couple of months. I cannot say enough good comments about them. Professional, happy and a credit to the nhs.
The access to doctors is so difficult. Phone call either not available or you are guaranteed to be left on hold for at least 45 minutes any time you call. I went on Saturday to book an appointment and I have been told that I should call on the following Monday morning to book. Called in the morning at 8:13 AM waited for about 45 minutes and then to be told that unfortunately as all the appointments were taken to call back on the same day after 12 pm. Called at 12 pm no answer. Called around 12:20 and after waiting almost 50 minutes, I have been told that no appointments were available and to call 111. Also, I have been suggested by the receptionist that if not happy to make a complaint, maybe something will change. I kindly asked the receptionist to book me not necessary on the same day, but to give me a day and time when I could book, however she responded that this was not possible. I would like to highlight that this is not my first time bad experience, but the third time, however since two years ago no improvement in relation to reception team unprofessionalism.
No electronic prescribing, really, in this day and age? Takes at least a week to get a prescription. When are you going to get in the 21st century? There are patients going without life saving medications because of your inefficiency.
A specific doctor at the surgery is very impolite, unfriendly, and non professional. She has called me two times and have made me feel miserable with her attitude. She’s very rude when you ask questions and dismissed me without listening to my pain. She blames the patient for any pain Heath problem related and hangs up phone without listening, be aware
I’ve been with this practice all my 38 years of living. Over the years the Practice has become slack. I be made a complaint I’m the past and waited for the manager to get back to me and no one  ever did, Last week I booked a telephone consultation to explain a few issues to a doctor and yet again I was not being listened to. Shortly after the conversation I received a letter and email to state I should relocate practice as I’m not in the catchment area. I have not been in the catchment area for many many years but that was done out of spite because o made a remark that the duty of care is slack. Instead of the doctor listening to me and improving the service they decided to get rid of me and use the excuse I’m not in the catchment area.. I’m very sure I’m not the only patient who’s out of the catchment area and if it was so important why was I not told this years ago.
My lifelong GP practice (currently over 45 years). The location, doctors and support staff have changed over the years but one thing that remains constant is the exemplary service and compassion shown by all staff - GP’s, nurses and the reception/administration team.I have been required to visit the surgery more regularly than many (now by telephone) and have always found that if I prepare for my appointment and list any queries or concerns I may have these are considered sensitively, with advice given and appropriate action taken.Appointments aren’t always the quickest but with current NHS backlogs this is understandable and the move to online access for prescriptions and booking appointments is very encouraging and more convenient than sometimes long delays with (I must say) rather annoying holding music.People are all too quick to complain and not to praise so I’d like to say a huge thankyou to everyone at St Georges.
I went to receive a COVID jab at a venue organised by The Groves - a local church. The organisation was simply amazing! Loads of volunteers across the age spectrum were present to ensure that the process went smoothly. There were people to direct you where to go on arrival, take your temperature , provide hand sanitiser, check you in, point out where to have the jab...... care and attention which was both first rate and very reassuring. I had my jab bang on time and was then directed into a waiting area (the church itself) where people were required to stay for 15 minutes to ensure all was well. It was here that I encountered the piece de resistance in the shape of a pianist playing relaxing music for the benefit of all. So thoughtful!Kudos to all at The Groves and all the volunteers.
Filled in econsult Tuesday morning. Told would receive call back by 1830 next day. Got an email to say it would be on Thursday now. Spoke to gp on Thursday who prescribed treatment. Was told prescription would be sent to local chemist. That wasn’t done. Then told we would have to pick it up. Then again told it would be sent to pharmacy. Attended the pharmacy twice to find it hadn’t been sent. Went into surgery this morning to be told the prescription hadn’t been signed and to come back at 2pm. Phoned at 2pm not done. Phoned again at 1630 as advised and it’s still not been signed. No one seems bothered that it is now Friday and if not done in next hour we won’t be getting the medicine until Monday. I have just been discharged from hospital after fighting covid and cannot get any help at all from this surgery. Really not impressed. When asked for practice manager was told had to fill out another econsult to get her to call me. Not acceptable from this surgery
needed to speak to a doctor contacted the surgery at 8:45 by 1 pm the doctor contacted me very helpful with good advice didn't rush call very pleased with this surgery my partner will be changing.
Difficult to get appointment for ailments even majorDifficult to speak to receptionIf trying to call them the calls are in a queue of about 50 minutes or more.
Well organised, speedy and very friendly- from arrival to exit including treatment was less than 10 minutes!!! Only had injection in knee but still very surprising. Thanks for a great experience!
I have recently moved to Dyneley House and the experiences that I have had so far are fantastic, from the receptionist, e-consult and the speed of the reply from the doctor, to the appointment with the Physio, they are helpful, give you lots of detail, email followed with 12 hours of my appointment with detailed exercises on for me to follow,very professional can not recommend enough, WELL DONE!! I've had more information given to me than the last 20 years I ever got at my old Practise!!
i was first told i was diabetic then told i wasnt .Told i have prediabet .Today i was asked tocall about my prediabetic annual ytest which i did yesterday and for the lady to say to me that nothing was mentionned about prediabet in the results when the whole world told me i was diabetic. If you wanna die use that practise. Moreover i have been trying to get an appointment for almost a year ,they always come up with stories they never gave me an appointment .Even this morning i tried ,they have refused to give me an appointment.
Reception staff rude every time, talk to you like your an idiot while all they do is repeat themselves about how the gp can’t see you because of COVID-19. It’s a lazy excuse now and people have had enough. If the GP can go to a bar all weekend and sit with a hundred other people why can’t he see my 6 year old daughter for 5 minutes. Same with all surgeries now from what I hear, absolute Joke.
My husband and I were both contacted by Lyppard Grange to book our Covid vaccines before notification from the NHS.  The available appointments were bountiful and very conveniently located.  All the staff, including the amazing volunteers were so friendly, helpful and efficient we were in and out in the blink of an eye.  I think we both felt quite teary and emotional when we left, not because it hurt (it didn't!!!) but bursting with gratitude and pride at the wonderful service we received. We cannot thank everyone at Lyppard Grange enough for their care, compassion and efficiency.
Was surprised by the lack of sympathy. When i arrived the nurse was cold and seemed annoyed to be dealing with me. Tried explaining the situation of why i arrived late by a few minutes and was instantly told to leave the building. Prior to this i had two appointments cancelled because of issues with the nurses and miscommunication which i completely understand especially with the current situation even though i had to make the journey for one of them because i wasn't told about the change of appointment beforehand through any ways of contact.  The way the situation was handled was disappointing to say the least.
I have been registered here for many years. I have recently moved to another address in N9 close by to the surgery only to be told I was out of the catchment area. They refused to register my new baby for the 8 week check. I was told to find another surgery despite already being registered myself. Doesn’t seem there is any free movement for registering. Rude Receptionist and over 40 minutes waiting times on the telephones .
Practice is excellent. Staff always helpful and polite. Nurses and doctors are first class, in my opinion. Couldn't recommend this whole practice enough. Great people.
I had heart surgery in Bart's Hospital late September and on discharge was advised to see my GP for a review of my medication after two weeks.I telephoned the surgery one afternoon to request an appointment and explained the situation.  I was advised no face-to-face appointment could be given, but the best offer available was an appointment at 7.30am - the following week - to see a nurse who could take my blood pressure & check my pulse.  She would then pass my details onto one of the doctors.As the heart operation had not been straightforward and I was still weak, the thought of travelling to the surgery early on a cold morning was out of the question.I therefore decided the best option for my health was to pay for a GP appointment at a local private hospital.
Have been with the practice for 20 years. Good GPS but increasingly frustrated by how the practice is organised. It is almost impossible to contact the surgery due to their restricted phone service . They  repeatedly fail to organise repeat medication despite frequent requests which causes me huge anxiety and stress.  Sadly, despite asking the practice manager to contact she does not get back to you. Southdene you need to sort out how your patients can access you. Your current service is abysmal how you treat patients.
Tryed three times last week to book an appointment well before 9 am always get the same answers noappointments available even when you try to book on line there is none available so what is the point with that it's basically got really bad compared to what it use to be years ago I wouldn't recommend to anyone
This is a lovely GP Surgery. The GPS are all very kind and understanding. The receptionists are very pleasant and listen well to everything you say. The practice has been amazing throughout the pandemic. The surgeries feel very safe and even though I'm sure the staff must feel quite stressed and worried themselves, they are all kind, understanding and really connected to what you're going through. The pandemic has been very challenging for us in many ways and with each difficulty the GPS and receptionists have been really supportive and helpful. I can't praise this practice enough for their hard work and dedication to patients. I would recommend this GP practice to anyone.
Was offered a health review in December 2021 from that various blood tests were required after each result (2) the Dr telephoned to discuss including telephoning on a Saturday morning and each time an appointment was made for further test.  The Dr was very kind and insisted I telephone my 80 years old mother to let her know I was ok as he'd called the house phone earlier. I am very happy that I'm being looked after.
Excellent staff. The doctor, nurse were all very professional. I always receive very quick and efficient service.
My wife and I joined this practice 15 yers ago after moving to the area. We have found all staff from reception to the GP's most helpful and attentive. We have no problems with booking appointments, and in most cases will be seen on the same day. Both my wife and myself feel very lucky to have such diligent staff, and would not wish to change from this practice. First class service. Well done to you all.
Long wait to get through, the receptionist are extremely rude and unhelpful, you’re not able to book any appointments in advance, so  have to call on the day, I’ve spent over an hour trying to get through to them, the nurses and doctors are fine when you manage to get an appointment to see them, but are severely let down by the receptionists .
it took me 3 days to get through to a DR as the reception team said there was no DRS available, when finally i did i was admitted to hospital for 6 days, why is it so difficult to speak to a DR at this surgery its very concerning especially when you are in pain and need help. I think some customer service training would be a good idea instead of talking to people like there stupid!!
After phone call to dr, he asked me to come to the surgery he then set up a fast track to see a urologist, had an appointment for five days later, after some test had appointment 12 days later for CT and MRI scans. I just want to say I couldn’t have asked for a better service, thank you.
All my interactions with the surgery have been very professional and staff have been excellent during appointments and with follow-up. They have resolved some issues for my family, from before I moved to the area, diligently finding answers for me. The practice nurse picked up an issue during a routine exam and I was given a same day Doctor's appointment and then a speedy referral to the relevant hospital department. Apart from the clinical side, the premises are clean and it has a comfortable waiting room. I would highly recommend this practice to others.
My partner was dealt with in a most unsatisfactory manner today and it’s not good enough. The receptionist on duty today needs to taught how to deal with people in a respectful, polite manner.
Text asking me to book an appointment.  First call 20 mins then cuts me off. Second call 64 mins and someone answers, half way through the call and before I could book the appointment, it cuts me off again.  Does anyone call me back.... no.  At this rate I will need to take a day off work to try and book an appointment.  Its an absolutely shocking system, we are all under pressure but this is fundamentally broken.
Tried to use econsult only to find it is not available outside of surgery hours. I work long hours (up to 60 over the week) in the NHS myself, so the best time for me to fill out the online request for consultation will obviously be OUTSIDE of surgery hours. Phone the surgery to get an appointment to speak to a clinician which requires a 2 working day "triage" to possibly be granted a telephone consultation at some date in the following  two weeks,  but cannot give a time the phone call will happen. The date arrives and I carry my mobile phone with me everywhere ALL DAY whilst at work - no phone call. When I finally arrive home, two messages on the landline answerphone from the surgery, despite me stipulating that the phone number to use was my mobile. Second message told me to start the process of telephone triage again the next day .... I completely understand only too well that all NHS services are stretched right now but this is just a classic example of an impractical system that makes it very difficult for someone with a genuine medical issue to speak to a clinician. The whole process does not inspire reassurance that you, as the patient, are of any concern nor are you being listened to. If I could afford to go down  the private healthcare route, I would!
I keep contacting my GP (Eagle house surgery) for my problems (they are building up now as this surgery is not helping me), however They do not give appointments. I contact the surgery 8am in the morning or during the day, the receptionists just sit there and say 'use patches 8am in the morning'. I go on the app 8 in the morning make an appointment ( you can only make an appointment for 1 minute and then the app closes at 08:01), and then they give me a telephone appointment with a clinician, never a Doctor. I keep speaking to someone on the phone thinking my problem will be solved but no, I still have the problem since one year as this surgery is not helping at all and they do not care. I specifically put on my consultation that I require a face to face appointment and put my available times, they refuse to give me a face to face appointment and refuse to read my available times, they just book a telephone consultation any time. I currently have 4 problems that I have been going to the surgery for and coming back and still no improvement.
I regularly visit the surgery for a routine injection, and can say nothing but positives towards my experience. The nurses are extremely competent and friendly, and before my work became more regular they were always accomodating to my ever-changing schedule. I always feel well looked after and in control of my care, which is fantastic considering I have to visit them so often.
Had 10.50 am appointment at garland road with nurse for annual check blood pressure and cholesterol levels. After 20 mts challenged receptionist and she said nurse with a couple and delayed when challenged i only book appointments i'm not responsible for them seeing you . enquired 2 other occasions but receptionist no feedback as she not let nurse know i'm frustrated and any feedback at 1135 advised i was cancelling appointment as i felt i was being treated disrespectfully the receptionist did not want to be involve no customer service skills - its just a job. As i left she shouted we respect you i just said i'm going and waived her away, which she thought problematic. Up until now i've waxed lyrically about your practice as doctor i see brilliant shame your receptionist not interested in helping me relax under pressure situation - shame
In this practice most appointments are now by phone (not zoom, so you do not see who you talk to). These appointment consist of 3 hour slots during which the patient is expected to wait for the 10 minute phone call from the GP. I have many work meetings during the day and I simply do not have a 3 hour time slot that I can keep free to wait for a phone call. I find this policy entirely unreasonable. It should be possible even for phone appointments to give an approximate time, with the same risk of a slight delay that I may experience for in-person appointments.The rationale given was Covid, but this logically does not make much sense. I am sure that it is a convenient way for GPs to arrange their days, but it is simply very disruptive for patients.The services at this practice have got worse in several additional ways over the last two years or so. Reception staff are unfriendly and most do not know their own systems well so cannot make amendments to contact details, give access to online services etc. Appointment reminders for my daughter have been sent to me (without mentioning her name) repeatedly, leading me to think I had appointments I did not book. My daughter has had to ask 3 times to have her contact details amended.Prescriptions given following a doctors appointment then require and additional appointment with the pharmacist, who then promptly says I need a doctors appointment to be able to get a prescriptions. I had to phone another two times until someone finally is able to find out from the system that I already had that appointment. During in person appointments I have seen people in reception treated so incredibly unfriendly by receptionists, my jaw almost dropped. I cannot complain to the practice about this, as complaints just go to the practice manager, who seems to be at the center of this new policy of unhelpfulness and convoluted systems.I will now look for a new practice in the area, which is difficult as many are oversubscribed.
Need to offer  proactive servicesNeed to be able deal with Dail events Need to be able to  offer same day appointments  or next dayTelephone systems  and communications constantly engaged  very poor
I couldn’t recommend this practice enough. They’ve always gone above and beyond to help me, especially when helping me to get a referral that I was denied for years at previous practices. Very caring and understanding staff
Reception staff very helpful doctor perfect I came away feeling better before I had even started medication thank you all so much
We had to call the Doctor out for a home visit. The Doctors bedside manner was exceptional. He had time for the patient, she wasn’t rushed, he listened to all our queries and answered everything in lament terms.
Thank you to everyone who was involved in my flu/Covid jabs. I was really made to feel at ease and everyone was very efficient and helpful.
Long wait times on the phone, only to be told to use econsult, and when you try to do that, website states unavailable! Please increase your receptionists availability, or increase the number of receptionists. Plus, if you cannot manage your patient numbers then why are you registering new patients? Just makes no sense at all!
Appointment went well as planned Even after getting there late,I got attended to regardless within a few minutes.nurse was really nice as well and professional.
I have been waiting for over a week to become registered only to find out (after calling the surgery myself) that despite living 1.5mile away from the practice I cannot be registered as I am out of their territory. Why did nobody checked my post code on registration form when I brought it to the surgery nor why nobody called me about this is beyond me.
We were given a follow-on appointment but not told it was 80 minutes later. So we waited in the cold waiting room for 20 minutes before being told and then going home for half-an-hour.
The Doctors and Staff are excellent, friendly, polite and very helpful. My condition was picked up immediately and everything moved very quickly, the Staff at the surgery have been understanding and outstanding. I get same day telephone appointments with a doctor, prescriptions issued immediately without delay, and should I need to see a doctor, on the three times I have I've seen a doctor in the surgery on that same day. Absolutely brilliant cannot fault the surgery at all. Well done and thank you.
Not everyone can ring at 8am,, this needs to be flexible,,When you ring the surgery,, it says ring at 8am, or 2,30Whenever you ring 2,30 or over,,, some receptionist say fully booked,,The surgery need to be more flexible with timing,,,I have no problem with the doctors,, as they are good,,, the silly thing is that when you ring 2,30 or over,, some receptionist say fully booked,,Which can be very annoying,, this should be flexible,,,
Filled in the e form on the 7/4/21 and received a text saying i would be contacted by 6.30 pm 8/4/21.  Heard nothing so clicked on the email to explain i hadn't heard from them. Was told i would hear by 6.30pm 9/4/21.  Still heard nothing.  Im working full time in constant pain, are you?
I and my son have always had top notch care from this practice,they get us an appointment in a timely manner ,prescriptions are ready on time,the receptionists are kind and understanding,the Doctors are friendly and approachable,I feel as though I sm listened to and am involved in decisions around myself and my sons care,I have been with this practice since 2005 and would not change it.
when calling the reception, I have waited up to 90 minutes for any answer without success - and regularly after 15 minutes of waiting I give up. relies on the DR-IQ app which is fine, but the online consultations mean that after a request is put through they can phone at any point in the day and just expect you to work your answer - they call once (reception says they will try again but this is a lie) and if you don't answer you are considered to be noncompliant and wasting their time. actively damaging to patients who should find the surgery a safe space to discuss key health issues
My father has been treated by doctors at this practice 50+ years. The service has remained caring and comprehensive. Although he will be seen by different GPs, they are all good and take the time to listen and understand the bigger picture.
Today , I was at the toilet being sickWhen I missed my econsult telephone call from a Dr so I rang back and the woman told me off for not having my phone with and went on to say next time have your phone with you I haven't got time to take your call .Her tone with me was not acceptable!
I have been with this surgery since it opened in the car park across the road. It has had its ups and downs over the years but now is the best surgery in this area. The doctors are caring and knowledgeable. They will try all avenues before sending you to hospital. With the increase in population they still maintain their standards. It is time the Council took into consideration the infrastructure in an area before granting more land for houses. Yes, we do have to wait a long time for the phone to be answered, to my ceratain knowledge this is the same for all surgeries in the area. Note my previous comment. I am 86 years old and have several medical problems, I am grateful to be a patient at Westcroft Medical Centre and thank all the staff and doctors for their care.
First experience of surgery having recently moved to the area. Excellent service, from booking a non urgent appointment and the practice reception. Seen by a wonderful GP. Sat in front of me and looked me in the eye, only glanced at the PC to check my medication, I felt listened to and he took his time to explore my concerns and carry out an examination, I can only describe the appointment as exemplary. Thank you for such a wonderful and positive experience, you are all doing a marvellous job in difficult circumstances and I am very grateful.
I have used this service a number of times, but never has it been constantly engaged for nearly 48 hours! There is always a queuing system that can take a while, but at least you are in a queue. Please sort this out! The line should not be engaged 24/7.
Have just had a phone call from the rudest most dismissive and unhelpful gp in my 74 years. Following major heart surgery I now have serious complications. Kind, caring NHS forget it!!
The staff and managers in Cricket Green GP are supreme. They offer great helps and support. They helped to arrange both doses of Covid vaccine for my mother-in-law. They contacted with local vaccine centre and NHS to make sure everything went smooth as planned. They also follow up and ask my feedback. Best GP ever. Went extra miles and really caring about patients.
Called 3 times this morning trying to explain to the receptionist that my new telephone number was not in their system despite having changed it 4 months earlier only to be told “well I changed it and if it’s not registering there’s nothing I can do” this is not the response you should be having from your doctors it’s their system and it should be “fit for purpose “ the receptionist then hung up on me very rude and totally uncalled for as I was being patient and kind with her there was really no need for that kind of behaviour the practice really needs to listen to their patients
This was my first appointment at Compass House after transferring from another practice. Being the day after a Bank Holiday I thought it very doubtful that I would get an appointment the same day. However I was seen that afternoon, when I was told that I needed a blood test to confirm that I was not at risk of a blood clot. I was given an appointment on the spot for a blood test early the following day. At the second appointment it was found that another blood test was overdue and this was offered at the same time. Later that day I received the result of the blood test. I was relieved and delighted to receive such prompt and reassuring service from the people I met - receptionist, practitioner and doctor. They were excellent.
Always helpful, friendly. Approachable. I saw a nurse today she was really lovely , she put me at ease and she was very informative. Thank you.
I was called by the duty GP (20/08/2021) and given an appointment for later in the afternoon. The GP that I saw today was very understanding of my condition and showed a great amount of empathy and knowledge when treating me. I’ve been with this practice for 20+ years and have always found the care second to none. I understand that it’s a much bigger surgery than when I first signed up to the service but I’ll never change or leave for another. From what I’ve heard from friends their experience of their surgeries is much less positive than mine!
Over the last year, it has been a great relief to see that the Surgery now has some new, young Doctors who have shown themselves to be exceptionally good. I have had appointments with two Doctors over the last twelve months. Both of them have listened carefully and with professional sympathy to my concerns. On one occasion, when a face to face meeting was not possible, the Doctor asked for evidence photographs, the Doctor then asked for samples which were sent to hospital for appraisal. I have found that these Doctors carefully evaluate the problem, and if they feel it necessary, they do not hesitate in referring the patient to Hospital for tests or further investigation. Their diagnosis of my health issues have been accurate, and their treatments effective. At no time have they made me feel that I was wasting their time, or malingering. This has not always been the case with Doctors at this Surgery. I sincerely hope that the Surgery management will build on this new talent, ensuring that good G.P's remain, and that others are recruited.
Absolutely appalling surgery. The doctors are good but the reception staff are so rude and unprofessional. Waited on hold for over 2 hours to request a telephone appointment. Receptionist said go to the pharmacy and hung up. I'd highly recommend avoiding this surgery if you can as you will not get an appointment when needed.
All my questions were answered and the receptionist and the GP were friendly and helpful. I felt that my problem had been dealt with fully but also quickly
I've just had a call back from a doctor. After trying every morning this week. I could not understand a word he said. I had to keek saying pardon. In the end I gave up. I ended up waiting 4 hours at a&e.
Having moved to the area I am considering registering at this practice - however I was disappointed at the external appearance of this purpose built health centre. The building is very dirty, windows are dusty and covered in cobwebs. The paved approach is full of weeds and litter plus the doors plastered in A4 notices, faded and torn about 12 in total. The staff and management must see this daily and I must question their standards and diligence ?
Rang Medical Centre Monday morning requesting Dr call back. Recieved call within 2 hours and appointment made for blood test that afternoon. Contacted Tuesday afternoon with results of test and offer of further consultation. Start to finish the whole process took less than 36 hours. Yet another reminder of the first class service received from all at Highcliffe over the past few years. Well done.
I am 55 years old and have decided to move to a different GP Practice as I have never ever experienced such rude belittling reception staff in a GP practice - if you want a warm caring helpful reception go elsewhere  !!!
Absolutely terrible reception staff especially the manager they never want to help and you can never get an appointment, they need to be looked into! Avoid
I've been with this surgery for few years the only way to get an appointment is to get thru to the surgery at 8am if you havents spoken to anyone by 8:10am you need to wait for the next day appointments. Patches have appointments available also every morning but all appointments are gone in the 1st 5mins so if you log into patches after 8:05 you won't be getting any appointments. This is difficult only beacuse I'm rushing to get my kids ready for school and trying to book an appointment at the same time and I know I only have a 5min frame to get an appointment. I'm not complaining it is what it is they are very busy. I like this surgery because they have alot of doctors including a a dermatologist and a gynecologist and other doctors. Doctors are brilliant! Sometimes I've  even been able to get my blood test done by the nurse at the surgery saving me going to chase farm. There's also a car park which is is great and always has available parking space. Everything is great about the surgery except like most surgery they are extremely busy and appointments go fast on the day.
After trying to call constantly on a daily basis and getting no answer or being cut by the doctors, I used there online consult that they ask you to use, I filled everything out and sent it and was shown on screen someone would be in touch within a few days ha ha biggest joke I heard as still today 7/10/2021 they haven't got back to me, I have been trying to ring today i was 19th in a que waited 30 minutes to be put on hold then instead of getting an answer I got cut off as usual.
Very difficult to get an appointment phoned 10 30 am to be told by automated that all appointments for that day are fully booked for emergency stay on the line!!!! Why can a receptionist pick up the phone and book an appointment for another day!!!!! Try phoning at 8 30 to be met with continued engaged tone for over half an hour then again to be told all appointments are taken!!!!!! This is not acceptable 2 surgeries and still can't see a doctor was far better when only 1 surgery it’s disgraceful
I’d like to applaud the Doctors and staff at Langton, they do an amazing job under difficult circumstances; however, I rang to get an appointment to see my GP about an on going condition, when I got through I was told that all appointments are released at 8am and to ring back then or to book at 8am online....which I have tried several times to no avail. I didn’t necessarily want an appointment that day; within the next week would be fine, but the same response was reiterated: ring or go online at 8am. When a month ago I had a telephone appointment with my GP about my condition, she wanted a face to face appointment and booked to see me 2 days later. Why is it reception staff now seem unable to book appointments even a week in advance when the GP can do it without any problems?This situation needs addressing
Staff have lovely manner when you call. I was seen and dealt with quickly and with great care, humour and efficiency
You can never get through on the phone. Been on hold with music for 35 mins. Completed an e consult form 10 days ago and no response either. Very poor service. Surgey has gotton so large with so many patients, they cannot service those on the books.
Had an appointment with the nurse for a LTC but couldn't make it due to an emergency at work. Tried to call the practice to rearrange, but as ever there was no chance of getting through, the line is always engaged. Managed very late in the day to get through and rearranged for the following week for an 8 a.m appointment. The receptionist even said to me that at least an appointment before work would be beneficial so that nothing would interrupt it. Got to the surgery at 7.50 a.m and eventually when the receptionists lifted the blinds for the start of the day at 8 a.m. went to check in and was told I had no appointment for that day!!!!!! Someone made a boo boo! She then offered me an appointment for 3 weeks away, even when I told her that I have had an abnormal blood test result. She wasn't even interested, I think the woman in question needs to find a new job! She had no empathy, there wasn't an apology forthcoming and she was unconcerned about my needs! Pathetic.
Just had a phone consultation with GP within St annes. Felt listened to, empathetic and understood how I was feeling. GPS are so busy and for the solid advise and time given to understand what was going in with myself, for that I'm grateful.
This practice does not have enough doctors for the number of patients on its books.  When you finally get through to reception you are told there are no appointments for weeks in advance and, even then, it will be a phone interview rather than face to face.  I was informed I would be put on a waiting list for an appointment (as if my medical condition can be put on "hold" to suit the staffing schedule!)  7 days later and still no contact from the surgery. When I rang back I was told that only emergencies would be given a phone interview and I was actually asked by the receptionist to describe why I was desperate to talk to a doctor! Despite the fact that I was clearly distraught and on the verge of tears at the lack of response, care or level of professional responsibility for patients. I need a referral to a consultant for dementia and yet this apparently does not warrant a prompt response from the practice.  Disgraceful.
After a recent diagnosis of diabetes and high cholesterol, the practice staff coordinated their care and answered all my questions. A mixture of face-to-face, online forms and telephone consultations that all seem suited for their purpose. Further tests and treatment to follow and I have full confidence in this team.
Service i received excellent and Staffs are very efficient and friendly. Have been registered with this practice for sometime and they never fail to provide great care for me and my family
Just one landline for appointments and miscellaneous? No email available?Can't do anything: appointment, check records etcVery disappointed
I’ve been with this practice for many years, as have most of my family. I have always received a great level of service from the reception staff, doctors and the nurses in particular
Hospital requested GP to arrange for further cardiac related tests which were completed by the end of January. Telephoned Hospital in May to enquire about appointment to discuss test results. Was informed by Hospital that they have not received results. Have been waiting 4 months for nothing.Emailed practice in the morning requesting explanation, nothing forthcoming. Telephoned in late afternoon asking to speak to Practice Manager. Was put on hold, I ended the call after waiting 10 minutes. Six minutes later confirmation of results emailed to Hospital.Phoned back later asked to speak to the Practice Manager for an explanation, was told they were on another call, requested a callback, no response after an hour!Nobody seems to takes any responsibility for what happens in this practice.
Depending on an individuals behaviour the Surgery allows patients to skip passed you if they become frustrated with waiting and or distressed. This impacts your appointment time allocated causing further delay to normal delay times. Terrible surgery with a strange atmosphere considering you are visiting when you are unwell.
Received booster, I arrived early and was seen 5 mins before appointment! Friendly pleasant staff, efficient service, all done in 10 mins. Thank you!
I registered here last year when we moved I have had 3 interactions with the surgery in that time which considering my health conditions is minimal. ON all aspects they have failed from registering me correctly , to arranging appointments, to passing on messages to dr's and cancelling tests which my history shows are over due. I am not receiving the care my previous GP would have advised and are totally useless in the administration of actually achieving nothing. I will be attempting to change surgery I wish I hadn't registered here to begin with. My health is definitely suffering due to be registered here.
I moved to this Practice in Feb 2021 and i have always been taken had excellent support when required. I had a very bad case of Covid and the practice has been very supportive. The Doctors are exceptionally empathetic and the support staff including a Emergency Medicine practitioner and the Asthma Nurse are excellent at their job. Highly recommended!
I have struggled with a painful knee for so long & finally decided to make contact with my GP practice..I was offered an appointment with  the Physiotherapist within 2 weeks.. he was brilliant , so thourough , kind , gave me great advice & recommended a steroid injection, he said the GP would contact me ... I couldn't believe it when the same evening I got a text message from the GP with an appointment for this in 8 days time ! Honestly, you wouldn't even expect that level of service from Private health care. Amazing NHS care I'd say . Thank you.
I have been quite happy with the care given by this surgery. Recently, I had a painful swelling on my back. I spoke to a receptionist who was very kind and helpful. She booked me with the doctor the same day at the Thorpe branch. He then performed minor surgery which relieved my pain I was suffering for so many days. I also have been regularly attending nurse appointments at both branches. Every time we had need to access the surgery, the Reception team, Doctors and the Nursing team all have been great and caring to our family. I want to thank the whole surgery in providing excellent care. Please keep up the good work. We understand you all go beyond the limitless pressures caused by this pandemic and provide the best possible in the circumstances. We all are grateful for this.
Lived in the area for the past 6 years and have been to this practice on numerous occasions for myself my wife and daughter for many different reasons. Not once have I come away feeling unsure or felt as though my issue hasn’t been resolved. From reception through to the nurses and doctors they all do such a great job they are all so friendly and you generally feel like they care and have the time to help. So on be half of me and my family I would like to say a huge thank you. Keep up the great work you are all amazing.
My family and I have been patients at Upper Tooting Surgery for about 7 years and cannot recommend it more highly. Not only are the doctors fantastic; extremely knowledgable, thorough and empathetic but the management and front of house team are absolutely brilliant. They keep the amazing show on the road! The practice manager is one in a million, wonderfully helpful, kind and understanding. Her team are always amazing at finding appointments, helping with referrals and just generally attentive. They do everything with a smile even at the most stressful and busy times. Thank you to all of you at Upper Tooting Surgery, you're all amazing!
Huge shoutout to The Village Practice who go above and beyond, have lovely and helpful staff, and have a great can-do attitude. It was such a nice change from other practices I've been to in the past. The Reception Manager here went above and beyond to help get me registered with the practice immediately. I was having trouble with my NHS app and was at the stage of having to cancel my holiday next week as other GP practices in the area had said it would take multiple days to get me registered as a new patient, or denied I was in their catchment area when the NHS website showed I was. The Reception Manager here was such a hero, with a friendly 'yes let me try to help you' attitude that honestly restored my faith in the NHS. Thank you for wonderful service to your community, and I highly recommend this practice to those in the area.
We were in and out in 5 minutes We were greated with a friendly hello and a smile, had our flu jab,and that was it.
I’m new to the practise having left my previous and only other doctors surgery of 31 years, due to moving house. I have had 3 reasons to call this surgery in the 2 months since I have moved and I’m blown away by the kindness of the staff! The receptionists are gentle, caring, helpful and don’t rush you. The two call backs I’ve had from doctors and nurses have been punctual and again no rushing you off of the phone, taking the time to listen and care. I’ve never felt inclined to give a review of a doctors surgery before but I just had to say thank you to the staff for the wonderful way they have treated me each and every time and not made me feel that I was too much trouble. The communication is also second to none, having just received a text to update me with my medication and inform me what to do next. Brilliant surgery, fantastic staff! Thank you all!
Speaking to the people who answer the telephones, they have always been very helpful and supportive, when that support is needed most.
Been ringing up for results from a scan for over a week to constantly be told too ring back and the receptionists will "chase" it up and even set reminders for themselves too do it, too a doctor will ring me back (never had a phone call) couldnt find my results but magically did when i actually went into the surgery and promised someone would ring me with results still no phone call so had to ring again too be told again a doctor will get back too me, still waiting. Also couldn't even read a hospital letter properly and missed one of my medications the hospital said I needed. Something like reading a letter shouldn't be hard. A patient shouldn't have to contact a doctors surgery so much just too get there result, also don't promise patients your going to do something when your clearly not.... this surgery has gone downhill, never get hold of a doctors no appointment ect...
I registered at Lion Health when I changed address. I was initially wary due to the pandemic and with it being a large practice - I was used to a small village surgery.I have to say, on every occasion I have visited the surgery or spoken to any member of staff on the telephone, they have been polite, courteous and professional. I have always felt listened to and the service has been seamless. I have recently had a baby after a complicated pregnancy and they always take such interest in my Son's needs - I have always come away feeling reassured that his health and my own health is in very safe hands.I know services are very stretched and pressure is extremely high among NHS staff (more than ever) but I just want to say thank you to every doctor, healthcare assistant and receptionist at Lion Health that I have had the pleasure of speaking with or meeting. Your compassion and clear intention to help people has not gone unnoticed. I wish I could mention everyone individually but I'm rubbish with names! Neverthless, I'm immensely grateful. You are all assets to our NHS and to the community we live in.
I don’t know what I would do with out the care and attention to my health from the doctors. Never been made to feel like a number! Only a person and your best interest and health at the heart of The willow tree survey. 5 star service every time!!
Wonderful service from phoning the receptionist to welcome when arriving and speaking to GP. The doctor took time to listen to mum and took time to explain everything.
I praise when there is good service and complain at the lack of it. Sadly the service here is the worst I have ever come across. The telephone system is extremely bad. The receptionist was totally uncooperative. I have been waiting* six months to see my doctor*. I was ill with UTI was given the wrong medicine: which made matters very much worse. No apology was made : this shows an uncaring attitude.
Initially the practice turned off online consultation through the portal on evenings and weekends, now as they can't come back to people within a few days (the receptionist said it could take up to a week) they have turned this service off.That means to get hold of any medical help everyone who needs it is calling at 8am. It takes at least an hour and over 100 phone calls as there's no queueing system that can cope. That's if the phone line doesn't drop while you're waiting. It was poor before but tragic now.If you can get through care is ok for on the day things but poor for any long term condition. There's no forward appointments or after care so if you're put on to a new medication that needs checking in you have to go through the whole process above.Trying to get a repeat prescription via the pharmacy can take days as they wait to hear from the doctors next door.
Cannot get access to a doctor unless through a receptionist who decides whether your private business is urgent or not! Have to tap on the window to be ignored without even an acknowledgement such as a hand gesture that you have been heard and with little empathy. Once you get to see or speak to the doctor they are lovely and apologise for the difficulty in accessing them and did say I needed to be seen sooner than the two weeks appointment that I had been given. E-consult not fit for purpose with many regular ailments missing such as Asthma, diabetes then you have to write inaccurate comments or lie to get an appointment otherwise it stops your e-consult and refers you to 111 or dial 999 which you know you don't need!
I would like to thank the diabetic nurse specialist for a superb review of my care. A number of issues were identified which will have a significant impact on improving the management of my condition. The session was collaborative, supportive and informative. The nurse was proactive and delivered all agreed actions rapidly. Thank you so much.
despite being disabled and unable to call early morning the only way they will accept appointments is through calling on the day early morning with no exceptions. the Drs don't seem to actually read your details and often just sit there in silence for most of the call. if you are lucky enough to get an appointment its anywhere from hours before to hours after or sometimes the next dayAlso had a doctor tell me I shouldn't gain weight and it's better to be underweight and severely trigger my eating disorder
Cant’ get an appointment to see a doctor for love not money. Then get told someone will call you, 6 months later still waiting. Walk in centre very thorough say you need a referral off doctor, this is nigh impossible as you can’t get an appointment.
I still cant believe we are using covid as a excuse not to offer appointments unless i ring up at 8:30 in morning then still having to wait nearly 40 minute on the phone , this practice requires alot better team or management as they are slow and poor at helping the patience which isnt good
Difficult to get an appointment, rude staffs, doctors will no tell you what you problem. No phone answer
Extremely rude receptionist , everyone else is saying the same , most reviews were written about the receptionist and they are not doing anything about it .It is a shame because both doctors are brilliant .
I've always had reasonable to excellent care at the practice. but recently, since my condition has deteriorated a little and with new conditions to treat I've felt very much better served.I am aware I can be a difficult patient at times with my pain levels and brain fog causing a loss of awareness such that I can present as forceful or moody. Often my speech can be unclear and confusing too yet recently I've been treated exceptionally well. Today I had two fnd (nead) episodes in the surgery and everything swung into action. My partner says it felt like a well oiled wheel. I remember very little but he was greatly impressed. I came to laying on their couch with my partner sat beside me. I was given a cup of tea and 2 chocolate treats! Can't go wrong with a chocolate roll and a kitkat!I'd like to thank everyone involved in my care today. I even had someone support my partner in escorting me to the car. Amazing! Thank you!
I’ve recently taken my 87 year old mum in law for her vaccine at Long Lee. Exceptionally well organised. We didn’t have to wait, for either jabs, and the staff were just lovely. So kind and reassuring. Having seen the videos today of the poor people elsewhere in the UK having to queue for so long in the cold, I’ve realised just how lucky we are to have such an incredibly professional set up. Thank you so much to all involved.
On 7th March I had a blood clinic appointment at 8:00am.ASIs customary I arrived a few minutes before 8:00 to allow for checking in etc. The door was locked so I rang the bell. I was then met by an aggressive, rude and arrogant member of the reception staff who said the surgery does not open until 8:00 so why did I ring the bell? As it is normal practice to arrive a few minutes early so as not to be late for the appointment I was angered by this persons rude attitude! May I suggest that in future you do not make appointments for 8:00 and that you instruct your reception staff to not be so arrogant and rude!
Western Elms has slowly gotten worse in it's ability to actually deal with patients. The chances of actually seeing a Dr are slim to none and when they do call you, they cannot give a time slot to do so meaning if you are on the phone when they call, that's it and you have to go back to make another appointment., They have not been inspected by QCC since 2018 and this needs to be rectified as they are failing at every level of primary care.
I have made a call this morning 8th Dec and I would like to share my sincere thanks for the lady in the reception she's patient and understanding as I worried much about my son.  Trillions thanks
A fantastic practise where you feel very supported. I have felt reassured by the extensive work that my GP has done in referring me to the departments that will be able to support me as well as always having the opportunity to go back to them to talk about how everything is going. I have felt incredibly supported and listened to as well as having control over what happens. My GP has been very sympathetic to my situation and has always made me feel at ease and always takes the time to discuss any concerns I have and the next steps thoroughly. The nurses have also been fantastic and supportive when taking blood tests. All of the staff have a cheerful personality which has helped during what has been an unexpected situation. A truly wonderful surgery with dedicated and highly skilled staff. I feel lucky to be under the care of such a fantastic team.
An amazing Service, fantastic care given to me and my family by the senior partner - even though I did not have an appointment, he immediately fitted me in when he saw my state, and also saw my husband. So both us were seen when we had no appointments. And he spent time with us and ensured we were properly treated. Thank you so Much.
difficulties getting through and cut off when using their call back system.Eventually spoke to a doctor who didn't listen.Needed an examination but unable to get an appointment at the practice and waited 2 hours at a walk in centre instead.
My Father was recently treated at KMP.From when I made the call to the practice and spoke to the receptionist, to the telephone consultation we received from Nurse J to the face to face consultation from Nurse S the service he received was very professional, caring and efficient.  He has received follow up calls and a face to face consultation from Nurse S who has continued to be professional, caring and efficient.  I am extremely grateful to the staff who he and I have had contact with. Thank you.
Really poor service . Been ask for blood test to check kidney function for futher perscription . Went for appoitment in Bahrani Center and lost my time as surgery did not provide the note for nurse what got to be done . Just wasted 30min of my time . When rang them they advice me to come to surgery to collect note and go do blood test again . Should i take my blood bemyself as well . Shocking . Receptionists have to be change as they do not know how to get on with they job.
The nurse was very polite and friendly. She was very good in talking my blood. Usually I am being referred to hospital as is not very often anyone is able to take my blood because of lack of veins. She also been interacting with my kids and give them stickers for been good at the doctors. Amazing nurse
Tried ringing in at 8am like they tell you to, couldn’t get through. I kept trying to ring for an hour and a half and didn’t get through at all. I work nights so went back to sleep and rang again at about 2ish and the same thing, it just kept telling me user busy. Now I’ve been trying to get a hold of them for weeks and it’s just impossible. Would not recommend at all, if you have anything wrong with you there is no chance at all this place will serve any purpose in helping you
On both occasions that I have used the urgent care centre because I can't get through to my doctors for my two young daughters they have been brilliant.   Friendly from start to finish and really helpful, and not a long wait .Thankyou
After 2nd chest infection this year I had to get anti biotics from a friend as unable to get them from surgery. Diagnosed with COPD unable to get an appointment with nurse as too busy. Given an inhaler, I’ve never had an inhaler before and would like to be shown how to use it properly so that it will be effective. But that’s not possible. Ignored at the door after pressing the bell and spoken to very abruptly by receptionist when I followed another patient in. Only been with the surgery a short time and have found the care completely inadequate. Have collected the forms to register with another surgery today.
Firstly they never have appointments regardless of how important the situation is. When you do finally get in they say it’s for the following week, phone appointments are always missed. Prescriptions are never sent to the chemist and the communication between them is non existent and I’m constantly chasing. Just awful
The team at the centre are always so polite and very helpful. Couldn't pick a better practice. Always on hand to help with anything i need and great for advice.
I've had 2 routine cervical screening appointments at Queens Park, with different nurses, and both have been the least painful, most straightforward smears in the 20+ years I have been having them.
As always, the People here are always very friendly, polite and professional. I feel lucky to get such lovely service
I really do understand how overstretched GP surgeries are right now but I’ve just had enough with this surgery. It’s now nearly impossible to get a face-to-face appointment. I’ve been trying to get put on sertraline since October and after failing to get an appointment filled out the econsult form. The first time I did this they never rang me on the day. I filled it out again a couple of weeks later and in fairness they did ring me this time, but because they hadn’t given me a time slot and I like most people have a full-time job I was stuck in meetings when they did call and couldn’t answer. When they couldn’t get through they just sent me numbers for crisis lines, but there was absolutely no follow up when I tried to call back. This week I’ve been at breaking point and filled out the form yet again, sat around all day waiting for the call and then just got a text saying my prescription was at my local pharmacy. I have never taken this medication before, I have no idea what dosage I should be on or how I might feel on it at first, no medical professional has had even a cursory conversation with me so I’ve just had to do my own research at a time when I’m really struggling. I don’t think I’d be in such a state now if I’d just been able to get the help I needed back in October when I first tried to see a doctor. You can’t treat sick people like this
I keep seeing a lot of negative reviews about the practice but personally never had a bad experience or a problem getting an appt! Instead of spending hours on hold, I simply email my enquiry and reception staff call me back with appt. I work on reception in healthcare myself and understand pressures front of house as well as doctors and nurses are faced with. Please have some patience people!
After receiving a text to say I could book my Covid vaccine at the surgery, I booked for 2 days later. Amazing service throughout my visit. In and out within 2 minutes. Felt safe and dealt with in an extremely professional manner.
I was calling for an update to my request and the person who answered said that the person who is supposed to do it is not in today so I'll have to wait until Monday for it. I'm just disappointed and upset because is there no one else in the practice to take over the job if the person in charge is not available?
The surgery contacted me for my first vaccination and was really impressed with how soon it was and then on the day it was done really well. The nurse told me that I didn't need to worry about the second vaccination and the surgery would be in touch. Great! Once 8 weeks had passed, I thought they would soon contact me but heard nothing. 9 weeks, I thought I'd contact them and was told, we don't contact anyone now, you need to book online via the national booking system or phone 119. How was I supposed to know that??? If I hadn't of got in touch I could have missed the window for it! Really poor service after it had gone so well with the 1st. The surgery have really let themselves down with this one
After you have listened to a rather long recording asking that patients refrain from being rude to receptionists, it feels a little annoying to be met with a less than gracious service from this practice. Replacing face to face appointments with telephone calls makes sense when G.P's time is in such demand. However, if those calls are so rushed there is only time for the doctor to race through their main points with very little explanation or chance to ask any questions. Over the last year G.Ps have been under pressure which is why efficiency and effectiveness is so important. In that time I have twice needed to talk    to the surgery about a health issue and had to ring more than once because the receptionist was so quick to get me off the line, even though I was the only patient waiting, I just wasn't given any time to explain the problem and no attempt was made to ask how the problem could be resolved.  Once I had to waste a G.P call when a helpful receptionist could have sorted the problem. Then I had to explain to a Doctor  I have never seen or spoken to before, something about my current symptoms, I wasn't given enough time to even say that this is a chronic problem not just a temporary twinge. Sometimes less rush makes more speed, and no need for me to come back, which both sides would prefer.
I went for various test today. The nurse that looked after me was fantastic. I was listened to and received good response. Everything that needed to be done was done. I am fully satisfied. Thank you all.
I visited the practise Im person concerning emergency reproductive health issues. The receptionist booked a GP call Appointment without letting me know the service could not be provided. This worsened my situation as I had to look for another practice to get treatment after waiting for a week for the appointment call. They don’t seem to be patient enough to listen to patients requests. Just eager to get you out of their faces.
I phoned for a GP phone appointment and got a call at 2pm. The locum GP asked me to attend at 4pm for an examination. I was thoroughly attended to, given good advice a prescription and a referral to the local walk-in X-ray centre for the next day.During the following night I was very poorly and around 7am contacted 111, they said they would get the surgery to call me at 8.30am, which they did. Again I was listened to and issued good advice and a further prescription.Excellent service in these days of grumbling about GP appointments. Very satisfied customer.
I've been using Gp Aat Hand since 2018 and just wanted to leave a review on really good service recently.Was able to book in a GP appointment for just 2 days time, that appointment identified I needed to be seen in person which I was able to book for just 3 hours time later in their very nice new vitoria clinic, and then was able to book in for an ECG after that same day as well.The quality of doctors throughout was also very good, all professional, efficient, reassuring and friendly.  Great experience
Acess to at least speak with a Doctor,three weeks for a telephone appointment is not acceptable as Doctors will not have a face to face appointmentuntill they have talked on the telephone first.Message from receptionists is phone at 8am only to hear engaged tone untill cut off after just over a minute.Very worried that l do not have access to adequate medical care anymore.What has happened to this surgery in recent years?,
After calling in with concerns regarding my Prescription being changed to an inferior product at a local Chemist, my Prescription was immediately changed to the named version within 24 hours, ensuring I receive the product I always had. Fantastic attention to detail, and great patient care as always. The new website has a Dyslexia friendly font if you search for it, a brilliant innovation. Well done Thorpe Road.
The surgery have been very unhelpful the last couple of times I’ve needed their help. A rang a GP about a pretty worrying post-pregnancy condition and never heard back from them. I ended up paying to see a private specialist. The last receptionist I spoke with was really unhelpful with a fairly straightforward query. And most annoyingly, my 12 week old son missed having his vaccinations because the nurse didn’t know I had arrived despite me trying to check-in on arrival and waiting outside her room. Very poor service and unsupportive during a time when you really need it.
I have had such fantastic treatment from the staff at BVS. My GP is simply brilliant. Knowledgeable, attentive, kind and very approachable. The staff have always been courteous, polite and extremely helpful. In fact, I wouldn't go anywhere else! BVS Rocks!
HiI think you may have an issue with your phone system. I rang today and received the message I was second in the queue. Five minutes later I received the message I was first in the queue. Forty minutes later I was still receiving the same message. I do not believe your reception took that long  to answer, I think you may have an issue with your system.
Really lovely Nurses who have tended to my Wife so well and kindly over the last couple of months, young man on Reception very helpful too.
I was finding my medication difficult to source and the practice located some for me which I picked up within the hour! The practice answer messages promptly and efficiently and my doctor is very caring and took his time to answer my questions.
Received Covid  jab Mon 11 staff were very professional, efficient ,caring and kind while working under great pressure. All staff front line nand backroom deserve  GREAT THANKS.
So only after my appointment with a 'Dr' discovered not a qualified doctor at all (everyone including them never mentioned it other than lots of I'll have to check that??????) I discovered calling them my GP with 11 years minimum trading and another 10 years in practice has been replaced by a paramedic temp who went on a course because the receptionist thought that was good enough. Of course they couldn't answer most questions, had little knowledge of local healthcare and wasn't capable of managing multiple comorbid conditions (because they were a paramedic how could they do the things that a DR does, the training is for a reason) no proper Dr s available - read the internet and call 999 bypass this lot
Received a message from GP after their closing time on Saturday, requesting us to attend urgent care after diagnosed my son fracture on lady finger after the x-ray took about 10 days ago. There must be very urgent case that why they sent us off to urgent care instead of referring us to minor injured unit. Urgent care is really busy and lack of staff. And the nurse in urgent unit said she can only see minor fracture on his lady finger and been more than a month, it maybe healing itself. Why don't the GP send him to minor injured instead, such a wasting resources and inappropriate management. The staff in Watford urgent care is too busy to see him. Why wasting both doc in urgent care unit and patient time. Please allocate right case to the right unit, instead of keep sending ppl to the urgent care, they are overflow in workload.
Phoned at 8am this morning.  Automated service said "very busy please call back".  Repeated several times.  Eventually my call was put in a queue.  When answered I was told all appointments were taken - call back tomorrow.  I explained I had been calling since 8am.  The receptionist simply repeated over and over "call back 8am tomorrow".  She didn't even ask what the problem was or if it was an emergency.  She simply wanted me off the phone asap.This experience is not untypical.  It would seem the level of help depends on who takes the call.
bsolutely disused with this so called “doctor surgery” my son is now 14months old and still never been seen by a doctor here, we are forever being fobbed off to out of hours Drs in port-a-cabbins! We had to self diagnose a milk allergy at 3 months due to us never having a visit from our “health visitor” today we phoned for an appointment, spoke to a “Dr” who said they would normally see our son but can’t due to Covid! Sat around until 15:30 when we received a phone call asking us to attend a temporary Dr’s surgery and was given 40mins to get there, it’s a good job we drive
Normally reception isn’t great suppose they act like the gate keeper but I would say this day a receptionist saved my life by actually listening to me and understanding the distress I was in. I have been very low in mood and never phone doctors unless am desperate. This day wasn’t a good day I couldn’t cope but obviously receptionists picked up and managed to speak to someone. I think the last two years working in the Nhs has been very dark times and I struggle everyday.
The practice website advertises an online booking system, but this will not accept bookings requests.I therefore attended the practice reception in person. I was informed that even a straightforward request would need an appointment with a doctor, which could only be arranged by phoning the practice at 8 am. This seems wholly impractical, since, according to the receptionist, the identical advice is given to everybody.
Reception team are outstanding, polite, helpful and understanding. Medical professionals are also excellent
I have been with the practice for many years and wouldn’t leave to go anywhere else. The standards are so high the experience from the reception to the Doctors are so clam and very fast. The Doctors are so understanding and know what to do when you present them with something. Thank you to all the Doctors there Great practice x
I was asked by Dr to collect few samples pots along with urine sample pot from the reception. I attended the surgery asking for specimens  pot and I was given only one pot, I responded to lady that there should be few more, gladly she had another look and found 2nd one. I said, I am expecting urine sample pot to collect so she decided to have a 3rd look and answered there is nothing else she can find. Now Dr saying that urine test is missing.Why don’t you guys check on your Emis note and read what patient need to collect and do it all in one go ??I have great respect for all hard working nhs people but your reception team is falling behind. Hire people with some passion for their work not bring a whole family.Many thanks
I have had problems for a while, but have had the same doctor all the way through, and the doctor has arranged all sorts of care to resolve the issue. I haven't had an issue getting an appointment when needed. The nurses at the surgery are great too and do a fantastic job.
The appointments system at this surgery is extremely archaic and misdirected. It is neither user led or responsive. Reception staff are discourteous and inconsiderate.
All was fine with the appointment. The nurse was charming and treated me in a way that I felt comfortable.
Excellent treatment for my shoulder injection today at WMC.  My procedure was fully explained to me and follow up advice given. Thank you
I had a problem with my Covid record on my NHS login, a rogue entry was on there which was not for me.  This was stopping me booking my Covid booster which I wanted to do.  The surgery went out of it's way to ensure I was able to have it when my husband did.  They did not have to do this but they did and for this I am very grateful.
I thought the Royal Standard surgery was bad, this has got to be the worse surgery I've been registered with.You can't get an appointment with the surgery you've registered with.They don't follow instructions from other medical professionals in regards to medication.There is no communication between GP and Patient even though there should be especially when they are withholding medication that they have been instructed to give from a Psychiatrist.I'm so disappointed, so I am going to register for another doctors surgery.
Appalling system. It says it is an intelligent system but when told can't book until 8:30am and ring at that time to find you are 19 in the queue. Then after 31 minutes on hold and get to position 2 it cuts you off and have to start again!!!! Surprise, surprise when ring straight back I'm position 19 in the queue again! Why can't we book appointments in advance so that then leaves those needing assistance that day ringing at 8:30 and hopefully reduce the calls as the system obviously can't cope with it.
I have used the Newnham Walk Surgery at Boots several times as it is more convenient for me than Newnham. I didn't have to wait to see the doctor, and in all cases the doctors have been informative and kind. But today when I went to return a sample which must be returned within 24 hours of taking it at home, I found that the surgery wasn't open when it said. I waited for almost half an hour, from 9.40 to 10.05, next to the sign that said it would be open at 9. I had to meet a friend, so I left and later cycled on to Newnham. The receptionist there said it was better to leave any samples at that location, but I had not been instructed to do so.
Rang early today (8am) to make a phone appt. I had a response very  soon afterwards  from a very friendly and finally very helpful doctor  once the situation was understood. Could not fault the service ,
Our family has needed to use this practice for a variety of reasons over the last few months. Without fail the service has been exceptional. From the first contact with the very professional and pleasant receptionists through to either a face to face visit or telephone conversation with one of the doctors - even when an urgent same day appointment has been necessary. I cannot speak highly enough of the service our family has received. Thank you Shirland Medical, you are amazing!
Very friendly, very efficient surgery. Ask your GP service works very well. The do tor’s are very thorough and the nursing staff and support workers are very good.
Really quick to get a call back. Didn't feel rushed and overall a really good experience! Practitioner seems enthusiastic, understanding and asked all the right questions and took time to listen. He told me the options available and what to expect and how to get back to him if the problem persisted or worsened.
I had accompanied my late partner to many appointments at Air Balloon prior to my needing to use the service myself. I always found the practice to be efficient, with caring and sensitive staff.  For the first time in ages I have used the practice myself to investigate a health concern that I felt very nervous about. From the reassuring reception staff who were able to advise whom I should see, through to the practice nurse who passed me on to the GP, my health concern was treated with sensitivity and care. I was very anxious about coming to the surgery for many complicated reasons. From start to finish I was made to feel relaxed, making the whole experience that I was dreading, a positive one. Thank you.
I have experienced great difficulty in making an appointment with my GP. It is not possible to do this by phone, by email or by a personal visit. The only way that I have been able to make a telephone appointment with my GP is by using the NHS online services. It is now the 3rd August and  telephone appointment is scheduled for the 31st August! I wanted to make an in-person appointment and so all of this is extremely unsatisfactory.
Don't even bother trying with this practice! On 1 September, I called at 8am (like requested) to book an appointment, only to spend 45 minutes on hold and it disconnects when I get to the front of the queue. Tried to call again and spent another 1 hour 25 minutes on hold for it to also disconnect when I get to the front of the queue!!Do yourself a favour and change to a more reliable practice!
the clinical pharmacist was extremely helpful and knowledgeable and left me feeling reassured following my consultation with her, where she gave me a full snd detailed explanation of my condition and it’s causes and recommended treatment. Thank you.
Saw nurse today 19 8 2022 for ECG readings and bloods5 star..nurse was very professional and nice..certainly recommended Thank you
I called for an emergency appointment and waited 5 hours for a call back. When I gave in and called again to chase as I was in agony and needed help, the doctor called and I missed it. I asked the receptionist to ask them to call me back ASAP. She told me I’d been taken off the call list. At this point I started to cry and asked her to please get someone to call me. I have been waiting an hour and will have to call an ambulance as my eyes are swollen half shut and I have a 2 year old at home so I can’t drive. Doctors aren’t even seeing patients face to face despite every other industry being back open so I don’t know why they don’t have the time to give someone clearly in distress and agony a 2 minute call. An ambulance which could be used to save someone’s life now used to collect someone who just needed some antibiotics. Absolutely disgusting.
Review:  I recently joined this GP surgery and am so pleased that I did. The receptionist on all occasions have been extremely helpful and diligent when booking appointments. I have been consulted by two doctors, and I am sincerely grateful to both for making me feel they were totally engaged with my medical concerns. I did not feel ‘rushed’ and both consultations with the doctors have made me feel supported and ‘heard’. Appropriate referrals have been made and I can honestly highly recommended the doctors and staff.
I tend to communicate a bit erraticly and chaoticly even if its only a simple thing I mean to say, it all sort of gets tangled and chaotic due to my learning difficulties, and every time I phone the surgery, the receptionists are really efficient and quick at figuring out my point and how to help me, without even knowing about my learning difficulties. That might not sound like a big deal to people, but literally all the time in life I confuse people with my communication and both parties end up frustrated, so the fact these receptionists just untangle my point among the chaos of my brain is a big deal and very appreciated  thankyou.
This is the best practice I have been to. The Practice Manager was extremely helpful and the nurse was very experienced and put my mind at ease. So glad I am registered at a first class surgery.
Wasn’t able to see a doctor was told it would be a couple of weeks before I could get an appointment, receptionist told Me I would receive a call from a practitioner… 8 hours later I got a call advising me to go to urgent care after being in pain all day long. This surgery is a complete joke… why is it you can go to the hospital go to a dentist but for 2 years now you can’t see your doctor….. what are they doing all day!!!!
they never answer the emails, they are always busy even for an extremely important request like cancer, apparently, for them cancer has also levels of importance, basically, if you are dying thgen they will help but if you are on treatment you will need to join the long queue
I have a private appointment and have been waiting for someone to answer the phone for well over an hour now.  All I want is confirmation of the appointment on Wednesday  as I have received no conformation at all !!!
Each time I have had to contact this practice it has been nothing but trouble. I thankfully have not had to contact them for a number of years but needed a call consult last week, a prescription was supposed to be sent to chemist and after trying for a couple of days it is still not there , I now have to try and sit on hold on the telephone trying to sort this out, I work for a busy NHS practice and this is proving to be very difficult and I have spent the weekend in pain - very poor service that needs looking into by CQC as this should not be rated as good!
My partner was treated extremely rudely by a member of your reception staff yesterday. After waiting on the phone for some time to speak to someone, she was having trouble understanding the member of staff who answered. Rather than try and help her they simply hung up the phone. I recognise that your staff are no doubt under a lot of pressure, but these times put extraordinary stresses on everyone, and behaving rudely towards patients helps nobody. In effect, this behaviour amounts to a denial of service to anyone not immediately able to dial into the extraordinary range of accents that we have in this country, when all that was required was to speak a little slower and perhaps rephrase. English is not her first language, but it is more than good enough to carry out a complex and challenging job as a chemist here in Birmingham. I would ask that the staff member in question reflects on the challenges of living and working in your second (well, in this case, arguably 4th) language, how these must be amplified at a time of stress and how being treated with disdain by people who are supposed to be there to help you must make a stressful situation a whole lot worse.Thankfully, the second person she got through to, after waiting again, was much more helpful. Thank you to that person for making the small effort necessary.It would also be nice to have a way to make this point without having to leave it on a public forum. We have had several good experiences at this practice over the last few years and it is unfair on most of the staff to have something like this sitting as a “review”.
I just want to put a word in for the receptionists having seen a few unflattering reviews saying they are rude.We have been patients from when the practice first opened and have found the ladies on reception to be extremely helpful & kind. One of them went above & beyond during covid to help us when the practice was under pressure and we were distressed.Our experience has only ever been positive where the receptionists are concerned.
This surgery is by far the best! I’ve received an exceptional service from the doctors here.. they treat me like a human and not a number.. Many thanks for all your support!!
It was a pleasure to meet this lady. She look after my dad. My dad cannot stop praising her at home . My dad usually gets anxiety whenever he has to go to doctors. This health care assistant , made my dad felt comfortable and listened to him. She spoke in our own language that was an icing on cake.
Having woken up with symptoms of cystitis (sadly a regular complaint) I rang the surgery and within less than an hour spoke to both a nurse and a GP agreed next steps and likely treatment. Amazing service with a long bank holiday looming. Thank you so much.
Happy with service overall good and polite staff  we have received good service from the surgery and the Dr are very understanding
During covid a lot of doctors surgeries have suffered and it is more difficult then ever to get appointments but here it is unnecessarily frustrating and stressful. Unless you are basically dying you can’t get a face to face and you have to around 2 weeks for just a phone call after waiting on hold for hours. The phone calls are unpredictable as appointments are not given specific times and they often do not call when they are supposed to or call earlier then expected which is incredibly inconvenient. The few times I managed to get face to face appointments the staff were all lovely and helpful although appointments always seem rushed and conversations can be cut short
2 of the doctors are lovely and helpful but the other are not. Took me 14 weeks before Christmas just gone to be seen by someone there. Need better ways of getting appointment and some of the receptionist staff are rude. We as humans need better support and communication.
I called on Monday morning because I had been sent a text for a medication review & Blood pressure check. I called and spoke to a receptionist who supposedly booked in an appointment for today (08/06/22) @ 11.30am. It's normally very difficult to get an appt to see a doctor at the best of times but generally you have to wait a few weeks. I went to the surgery this morning and it turns out that my appointment had not actually been booked in! This is not the first time that this has happened and it was extremely important to me to actually have my BP checked. I find this practice to be extremely lax at times, some GP's that I have seen in the past have been very uncaring. I am aware that GP's are extremely overworked and under pressure at present but it does not excuse staff not doing their job properly.
It’s shocking to me that there are so many poor reviews of the Light Surgery. I’ve visited this surgery numerous times over the past year and only had positive experiences! The reception staff are welcoming, the Drs are caring, follow-ups and prescriptions are completed speedily. I couldn’t ask for more, I would 100% recommend this surgery and have done lots of times! It seems only those who’ve had a bad experience make a comment which is such a shame for this surgery who do extremely well to look after each patient, especially during COVID-19. Don’t be put off, you won’t find a better Drs surgery.
While generally, all the clinical staff treat you respectfully and promptly, the same cannot be said about the reception staff: The specific staff member I encountered today was completely unhelpful. They had no sympathy regarding the limited appointment availability, and when I explained I could not attend certain appointments due to working hours, it was implied that my health was more important than work. While to an extent I agree, this shows utter detachment from the economic situation and low-income workers. The tone and attitude of this staff member were not what you would expect from a “customer service” role.  Extremely disappointing from an institution that should be promoting mental health as well as physical health.
I was asked by text to contact the surgery for a follow up appointment. Waited over 52 minutes  for my call to be answered of which 45minutes I was “Number 1 “ in the queue !!! Completely exasperated ! A lot of elderly people or indeed working people would not have been able to hang on for this unacceptable length of time .
Excellent service from start to finish. Everything explained and all staff I saw and spoke to were very polite and helpful. In and out quickly but very safely. Keep up the excellent work.
Very helpful at this unprecedented time, they are overwhelmed but still there for us, God bless all Doctors, nurses, care workers and all involved in keeping humans alive and well and get us through it all 🤲🏿
Trying to book an appointment. Every time I call, I'm in a queue with 20+ before me. Look online and there are no appointments available in the month period - the maximum time you can select in the date range. I'm overdue a medication review, a 6montly/annual blood test. I don't want to be dramatic and demand a same day appointment but it is looking like I have no option. No reminder, I appreciate this might have been due to COVID. I am seriously considering registering with a different practice.
Prior to Covid Lockdowns - I was asked to have an age-related   health review, it wasn't possible to proceed at that time. First Part   -    As a follow up In August this year I asked and had a blood test - the feedback process was that if everything was normal/okay then I would hear nothing. I telephoned today and was told the blood test results were indeed considered to be normal. When I asked what the cholesterol reading was - it was in the normal range 3.6 to5 - then I asked what it was actually - I was told it was 4.9 - this is at the highest end of the range. (I said to the lady who gave me feedback that I would write suggesting that if test results showed up certain parameters, then it should be normal practice to telephone patients.) Not knowing what the other aspects of the blood test show were other readings though within the ranges but at a high level like the cholesterol. Do I need to be alerted to be looking at my lifestyle and making any changes as a result of other parts of the test?Second Part -   Health Reviews for older people do they include further processes like blood pressure checks/ weight review and check on family histories for example of heart condition?Look forward to hearing from you.Tim Harris
The Appointment was kept and delivered on time and treatment was efficiently and carefully delivered.
I brought my 90 year old aunt to the Fulwell Cross medical centre for her Covid injection. It was all very well  organised and the staff were very caring and patient - thank you!
My husband was directed to this practice from Crewkerne via 111 on Easter Saturday morning  with an urgent medical problem and seen within an hour of my telephone call. We were very impressed with the prompt, courteous and efficient  service from the professionals working there. Sometimes the NHS systems don't always work well but when they do and medical records are easily accessed and used NHS staff are usually the best and I would highly recommend this practice.
I am so disappointed to have been told that it was inconvenient to ask for a double appointment to discuss two separate medical issues. Being told that it was an inconvenience for everyone, that other patients need appointments too, when they were both valid reasons for needing to speak with a GP.... I’m just hopeful that this is not the attitude given to someone who is perhaps calling whilst going through extreme crisis with mental health!!!
I was really impressed with the service I recently experienced when I was worried about my sons health. A Gp rang me back promptly, reassured me, discussed my sons case with a consultant paediatrician and then rang me back with further information. The Gp was friendly and caring throughout.
Can’t praise the practice enough, rang the surgery and was put down for a telephone call with a doctor. After speaking to doctor he invited me in for an examination and referred me on to the hospital to see a specialist. Fantastic service and a wonderful job they are all doing
Very kind and caring doctors. We have a learning disabled and his care has been very very good. We have seen as a family four different doctors all of whom have been brilliant.
I've been using this surgery for 30 years and until now it has been excellent. However, recently it has become impossible to make an appointment, it is understaffed, staff seem harassed and over-worked. While covid explains some of this I can't understand how after an inspection things have got so much worse. There seems to be lack of communication and co ordination, prescriptions do not arrive in the right place at the right time. At a critical time for health, both physical, and mental, we need a health centre we can rely on and this is not it, sadly. I would love to know what is going on, but it's impossible to talk to anyone.
I phoned this surgery to find out if they have received a referral from my doctor from my surgery for a physio session. As I am not registered with their surgery, the receptionist said that they could not locate me on their system and that I should wait to receive a text, an invite to make an appointment. They could not confirm if they have received any information from my surgery.I asked how they communicate with other surgeries, do they receive a text, an email and if this information is stored and recorded somewhere. I asked this questions several times but it was ignored. They also did not clarify when the period of waiting of 4-6 weeks start to count, is it when they received the information from my doctor or when they send me a text to make an appointment. The general attitude was that of being completely indifferent and uninterested in this matter. They also said that there is a waiting list of 4-6 weeks. I explained that I did not want to wait for 4-6 weeks only to find out that they do not have my details and then they decided to end the call in the middle of the conversation.Appalling service!!
Have used on line reporting forms twice in 2 weeks due to concerns re blood pressure. On both occasions I have been contacted  by a doctor who increased  my meds but also had time to answer my questions and reassure me.Now starting new blood pressure diary which appears to show the meds are now working.I would not hesitate to contact this way again. Helpful and very efficient.
I was dreading contacting the surgery today to request a referral. I was called back the same day and spoke with a clinician who has arranged for this to be done! Such an improvement from MCH thank you!
I submitted my new patient registration for my family with Brentford Group Practice. The process is easy and I have my NHS number, online login swiftly. The phone receptionist was helpful and responsive.
when a patient calls several times to ensure they are having a call back logged and twice the receptionist fobbed me off by saying yes don’t worry the doctor will call only to find when i rang at 6pm there was no call logged! i requested this at 8am and the receptionist did nothing but repeat the same line and winde me up. How is this caring for patients when they are not well. Very disappointed. Some staff need people skill training!!
Recently needed to be seen quickly about a worrying issue. Reception staff were so kind and helpful and I saw my favourite GP straight away. Considering how frenetic life has been I was very impressed with the speed with which they sorted out both my tests and referrals. Thank you!
The service is good to us,all the members are so friendly and co-operative.the area is also good to everyone and easy to go there.
I have not been to the clinic before attending for my jab and was really impressed with both the building and my welcome from the staff. Everybody was so friendly and helpful. I was so grateful to be receiving the injection.The only problem I had was finding out where I was supposed to go! I joined the end of quite a long queue at the main entrance; fortunately my husband was able to wander round (I have reduced mobility) and found the back entrance for the inoculations. Even then there was no signposting anywhere.Whilst waiting for me to finish, my husband had to guide several other patients who didn’t know where to go. (I had to come by taxi and it was a bit difficult to find somewhere to be dropped off and collected; there was not much room for the car to turn round.)Thanks so much for everything, we do so appreciate all you are doing.Pippa
I've been with this surgery for many many years and its so sad to say how the service given to patients has dropped.  I've never had issues previously with booking appts, the doctors have been excellent and receptionists always very helpful.  But recently its been a nightmare, firstly it takes over an 1 hour to get through and ask for an appt by that time all appts are gone, only to be told by receptionist that you can come in at 8am or 1pm to book an appt, I think its quite unreasonable to ask someone who is unwell to come in to make an appt, clearly they would not be calling for an appt if they were well.  Receptionist was rude and no empathy at all, I repeated something twice as she was not listening to me and she goes on to tell me I'm not professional.  I told her I appreciate what she is saying and I also work in the same environment and there is a way of how you speak to patients, I understand its not her fault but I have been trying for 3 weeks to get an appointment.  When I asked if I could leave a message for the doctor she refused saying its her job to book the appt not the GPs, I'm not asking the GP to book an appt but to merely leave a message for him.. Practice's are constantly promoting patient wellbeing but its unfortunate that reception staff don't seem to have the basic emotions or skills on how to speak to a patient. From someone who is struggling with mental health currently this does not help me at all. What worries is me how vulnerable patients who have no one else to wait for them at the practice   to make an appt are being treated.  I understand the pandemic has not helped matters but having worked myself throughout the pandemic I have always done my upmost to help patients as its not been easy for anyone.But the Doctors and Nurses at Summerfield have always been caring and helpful.Reception staff however need some training on some basic skills.
Phoned in at 0800 on the dot to speak to a GP about a massive concern. Within 10 minutes I’d had a call back from a lovely GP who booked me in to see him face to face within a couple of hours. Very streamlined process - definitely put my mind at ease as much as they can! Awesome!
My elderly mum was recently in crisis and the response from the surgery has been exceptional . She rang last Friday and had GP advice within a couple of hours . Unfortunately she deteriorated and I submitted an online query the following Monday and she was called back within 2 hours and a GP visited shortly after . We needed more help the next day and when we phoned,  the receptionist was extremely kind and supportive and a GP called back that afternoon . Admission was arranged and a nurse practitioner followed up with a call the morning after  to check all was well . At all times we felt supported , listened to and on an exceptionally busy day the team were responsive . Thankyou Peverell park , knowing that you are there is so important
I came to collect a prescription this afternoon for a family member after they received a text message this morning asking for it to be collected ASAP. On arrival at 2.15pm the building was closed due to "scheduled staff training". Why was this not mentioned in the message? I travelled 12 miles, not to mention the wasted time out of my busy schedule for nothing, wasting money on fuel as well. Not everyone who attends this surgery does so on foot from the village. It's a huge inconvenience for those who arrived this afternoon and were unable to pick up their items - we were not the only ones who found this out.This could have been easily avoided had there been some forethought of whomever sent the message. Why can't these training sessions be conducted when the surgery is closed to patients or at least have some skeleton staff on hand?Over the past couple of years the dispensary here has gone down hill. So many people complain about their prescriptions not being ready when enough time has been given to order and when you do go to collect you are often waiting ages because the prescription a) cannot be found or b) isn't ready.  Some staff in the dispensary and one lady on reception are abrupt and rude (and I get it can be a demanding role but if the place was run more efficiently, service users wouldn't get so frustrated or hacked off)! The entire practice could do with a good shake up, because what was once a lovely, recommended practice is quickly growing a poor reputation.
Husband attended the Medical Centre today (14th Jan) for his COVID jab.  He was very impressed at the system in place.  Was in and out in no time.
The reception team need to cheer up a bit they are always so grumpy and never seem to want to help anyone. You only seem to get an appointment if you know the people who work there! Very hard to see GPs as they are always off sick or on annual leave! The whole surgery needs a refurb it’s always dirty and never looks clean. The waiting room could give you depression sitting in there waiting, all of the cushions have holes. Guessing the management don’t know how to do their jobs!
For three days I've tried to make an appointment for myself and my disabled son, I call at the stated time on the dot yet there's never any appointments left. I need medication to keep my pain away but because I'm on a three months trial the doctors wants a review with me, I'm now 2 days without this and the pain is increasing. The receptionists are rude and have no sympathy or advice apart from "go to the walk in centre". Today I have called numerous times and apparently their calls are at capacity. I will now have to wait for the surgery to close to call 111 to try and obtain my medication,this is not the first time this has happened its very typical of this surgery hence the terrible reviews on Google.
Online ordering easy to navigate and staff friendly and helpful on collection. Odd that I have to add extra words to reach a minimum length of 100 words to leave this review!
Average 30 mins to get through to speak to someone everytime you phone. Just this week alone 2 appointments failed. I attended Jordanthorpe for 2nd jab to find it closed, I had not been informed that the first app had been changed. On phoning doctors on I was informed I had been texted previously. Had I received a text on my mobile or a message by land line I would not have gone to Jordanthorpe clinic or got wet through due to the weather. Second appointment I attended after I had been told it was the Astra Zeneca vaccine, to be told by a nurse and those in charge at the clinic that it was Pfizer vaccine being given and that reception had been asked to phone that morning to tell me not to come in, as it had been noticed when they got the list of patients first thing that morning. My app was 11.50am and again no one bothered to contact me. So I have now got to attend for a 3rd time.  It is no good pulling patients down about appointments they do not attend. Thats when you can get one, when reception is giving out wrong information or not even contacting people. I was informed by one receptionist in a rather abrupt tone that there are 20, 000 patients at the health centre.  If thats the case then they should employ more receptionists to deal with phone calls and the receptionists to be properly trained so they give out the correct information then patients would not get frustrated and annoyed at the service they are getting. It cuts both ways and like it or not since the two surgeries have joined together the service has deteriorated big time. There are too many patients for one surgery and in this area there is not another surgery without travelling to Woodseats or Bradway.  I do not have a computer and have used my brothers, receptionists seemed to think everyone has a mobile or computer but this is not the case.  If you complain you are made to feel that the staff are never in the wrong and the problem is you. It was never like this before the merger.
I was promised the surgery would provide pre travel yellow fever vaccine for my 1yo daughter, my wife and myself. Despite following all instructions, chasing and receiving reassurances…. Almost a month later I have been informed “they don’t have capacity” due to an admin error. Perhaps whoever made the error should find a solution rather than lazily letting down a young family who now need to fund private vaccinations if we can find somewhere with capacity at such short notice just before Xmas! Thanks for the great and caring service…
Failed to send child's prescription to requested pharmacy, after 3 days of checking I called to see what was happening and they informed me they hadn't sent it yet and it would take another 48hours.Leaving a child with thrush an extra 5 days after her appointment is an absolute disgrace!
People have died because of thier appointment process and nobody being able to get through!!!! Here's my complaint to them: It's absolutely impossible to get an appointment at the minute, I understand things are busy but the process isn't working and totally not fair. I have tried for the past 10 days to get an appointment for my boy who has a problem with his legs. He's had x-rays and was asked to call to book him back in to discuss but I have had no luck getting him booked in at all. You ring bang on 8am, even before to try and make sure you the 1st as soon as it clicks on that you aren't closed you then can't even get in a queue to speak to anybody and kicks you off, then are constantly ringing for 15mins trying to get in the queue by the time you get in the queue wait another 30mins for someone to answer then there's no appointments.After a week of trying every day, I received a letter saying I need to call as the doctor would like to discuss the x-rays (what an absolute joke, like I hadn't been trying for the whole week), but it did say I could book a pre-book 2 week appointment - fantastic I thought. I tried all day Monday 4th and you couldn't get down from queue position 8, tried again this morning obviously no appointments by the time I called and no pre bookable appointments, what a surprise.Due to my son's problem with his legs and me having a baby recently I've been in the doctors quite a lot and there's never anybody in there and the doctors are all locums. Where are all the doctors and the appointments?The service is shocking!!!
I have been driven to both sobs and fury because of this surgery. Every month, I have to order refills of my prescriptions, and every month, this surgery's front desk staff cannot seem to manage this. So my prescriptions are delayed every month no matter what I do. Also, this surgery is very difficult to get hold of by phone, and when you finally do, staff can be very abrupt and unhelpful. I've been promised that a duty doctor will phone me back same day, and nobody phones me. I've asked to see a doctor, and have been refused, or the appointment I get is three months off. I've emailed the surgery where I can't get through via phone, and they seem to mostly ignore emails from patients. They have also ignored letters from my hospital clinicians. Finally, they recently de-registered me from the practice without notifying me, leaving me without any practice, when I needed to renew my meds. It took AGES to put right because of their slow response even though I marked it "urgent." Couldn't be worse.
Went to surgery to make a appointment to speak to Doctor at the Doctors request via a letter from him in November as I have just come out of hospital with Renal Failure, only to be told that I have to wait until January 5th for a call, (not that this request was of any importance) so booked this dateI then had to ring to speak to a diabetes nurse as I have been put on a cocktail of drugs which had sent my  blood sugars through the roof,only to be told I would have to wait 4 days for the next telephone appointment, I said to the receptionist I could be dead by then, to which she replied, if you are dead by then, I suggest you go to the LRI, to which I replied, it would be a bit difficult if I am dead. Fortunately the Diabetes nurse who is looking after me did ring, thank you for that. I cannot believe how rude some of these practice receptionists are, they need to be taught better people skills and given better training. Maybe if they were to check each case individually and not tar everyone with the same brush things would improve.  I was absolutely disgusted. The majority of Doctors at this surgery are brilliant 3 in particular but some of the receptionist leave a lot to be desired and really do need better traing with dealing with patients.
I have been registered at this practice for over a year now. Each and every interaction I have had with all staff here has been outstanding! Never have I had a practice like it!Despite being overwhelmingly busy the staff , nurses and doctors make time for you and listen to your needs. They are very focused on giving the right treatment to their patients. I am extremely impressed and cannot recommend this practice highly enough! Thank you all for all you do!
The issue with writing a review, in my opinion, is that it can be very subjective, an opportunity to let off steam and not be very balanced. I’m writing my review after forty years of experience with this practice and hope that what follows is reflective and fair.My wife and I have consistently received a high quality service from this practice. We have seen many GPs and other staff come and go but still maintain excellence and respond seamlessly to new initiatives over time.GPs we have seen have always been thorough, totally professional and reassuring, always signposting where necessary. All other staff have been friendly, pleasant, taking extra time to put us at our ease, leading to positive outcomes. Staff are clearly led by an efficient, innovative Practice Manager. An example of this has been the recent COVID-19 vaccination programme - superbly organised and executed. We have always found reception staff to be very pleasant too. They have a difficult job. It is reasonable to ask the reason for an appointment. Given the high demand for appointments, there has to a filtering system. However, when the issue has been personal or private, we have said so and this has been respected by reception staff and we have been given an appointment.Online services for ordering repeat prescriptions, accessing test results and booking appointments are first class and are the envy of many of our friends and family. Booking appointments on the day are also available provided you telephone the surgery as soon as it opens.Thank you PHMG for the excellent service you provide and have provided over many, many years.
I’m really I’ll only young so it’s quite stopping my work and my college anywhere lol since they think everything is a joke after trying to ring for 3 weeks getting no appointments after my doctor had told me if the medication Dident work I had to get into see her as soon as possible told receptionist this did not care her words were “ it’s not my problem you can’t get a appointment try again Tomorrow”
I have been a member of this surgery for almost 30 years and over the past 15-20 years the surgery has slowly but surely declined. When appointments are available, most of them are telephone appointments. I received 2 missed calls from the surgery which I didn't answer as I didn't hear my phone whilst at work, I called the surgery back as requested on a voicemail, just to be told that nobody had called me and they had no idea why I would have been called and if it's urgent they will hopefully phone again? Clearly office staff do not make the relevant notes on records.Recently I was told to collect two items from reception, I was given a packet and told both items were in there, once I checked myself, there was only 1 item so I had to return and ask for the second item. Surely this could have just been checked before pass on? 1 item was for a sample, I was not told when given the sample or by the doctor that they have to be returned by a certain time of day and that the samples can't be kept on site by then until the collection on the following day. On a separate occasion when I saw a GP, I waited for 40 minutes past the appointment time (may I add this was during covid times so there were barely any other patients in the waiting room) to be told by the GP to send them a photo of my issue and they would seek advise from someone else!!! The attitude and mannerisms of reception staff are just appalling and not what you would expect from a GP.
My sister and I registered at this surgery more than seven years ago.  The GPs have always been approachable, helpful and efficient.  The Reception staff do everything they can to assist even when under extreme pressure.   The nurses are friendly and ready to offer advice but will refer you to a GP if necessary.  We have no complaints about the treatment we have received and would recommend this Practice to anyone wanting good medical care.
3 phone calls - in total 2.5 hours on the phone - mainly on hold and still not been able to secure an appointment despite a text from them asking me to make one!
Called up for an appointment, and was asked if I could wait a few days for a telephone consultation to which I replied with “I’m in pain and quite worried as it’s been going on for over a week”. The receptionist then rudely says “if it’s been going on that long then you’ll be fine to wait a little bit longer won’t you”. I am beyond angry as I NEVER go to the doctors and will never waste their time. I will only go if I feel there is something very wrong. This treatment has been appalling.
I was delighted with the level of service I received from the student doctors and their supervising GP when I attended the surgery for a hernia examination. The examination was conducted in a thoroughly professional and courteous way. I could not have wished for a better service.
Cannot get appointments the surgery has declined in all area since before COVID all the good doctors and other staff have left since they became part of Modability group
Never able to speak to aDr, even called from NHS 111 service. Unhelpful staff, unrealistic call time for Dr to call back if you are lucky enough. Do not recommend at all.
I hope you can get my story to the organisations involved as I want to say thank you for brilliant, speedy and kind service - especially when the NHS is under such pressure.  I rang my GP one morning a couple of weeks ago - Ling House in Keighley, West Yorks - about a lump on my head. My hairdresser had seen it and suggested I needed to get it checked out. Within the hour an advanced care practitioner called me back, asked some questions and gave me an appointment to go in that afternoon. She looked and said it was difficult for her to tell if it's benign and that she would refer me to the dermatology clinic at the local hospital. That afternoon I received a text from the hospital with an appointment for 8 days later - on a Saturday.  I was seen promptly at the hospital that Saturday - Bradford Teaching Hospitals - St Lukes Hospital - a little before my appointment time - by a friendly doctor who told me it is benign - and that a similar lump on my leg is the same.  What brilliant, efficient service from the NHS.
Dear Victoria Medical Centre,I would like to make a statement about the excellent Customer Service received just now, around 17.45 at your center.The young lady at the counter was very polite and efficient, even in the face of verbal abuse from a customer, who was in front of me in the queue.I would like to say she remained calm and polite with him.I would like to add that your staff member should be commended for staying calm, but firm with him.I myself received excellent, kind service from her. She is a credit to your organization
I was disappointed with my telephone consultation with Doctor this morning as my condition has worsened and needed a face to face consultation. I was sent an email with links to sites dealing with diverticulosis, which I had already read and learned nothing more about this condition.
Being a practicing medical doctor gives a unique insight into how great a practice is. This is especially true in the current medical climate with scarce resources and precious appointments. This is a great practice . Completely recommend you and your family to be cared for at Milton Abbas . From root to branch there is excellence at work here .
My experiences with St Paul’s surgery have been exceptional despite immense pressure of the pandemic. The reception staff are friendly and incredibly helpful on the phone. I’ve had prompt and appropriate call backs from a GP the same day and excellent clinical care. One GP went out of their way in the evening to help me following problems in early pregnancy. I can’t fault the St Paul’s team and am so grateful they are our local GP.
A well organised and patient focused practice combined with great customer service. Booking an appointment is relatively simple with continuous availability, whilst the process of arranging an appointment with the nurses is smooth too. Furthermore, the nurses are extremely knowledgable in their field.
I had a Push appointment today at 9.10 (on time) which I booked the day before, very professional. The doctor advised I would need to be seen today due to possible infection (go to A&E if symptoms get worse), possible anti-biotics and said an urgent referral would be made to VMC and I should get a call before 11am. If I didn't then I should call VMC - I did so at 11.30 to Appointments, Option 2, and was told appointments are going through General Enquiries today and was duly put through. Number 17 in the queue for 5 minutes...I had other calls to make so hung up, sorted that out then called back, went through to Appointments who did check if I had an appointment but couldn't check if Push had made a referral and said he'd have to put me through to General Enquiries again, although I clarified if I could just go down to the surgery and make an appointment. Back in the General enquiries queue I'm either number 15 or 50, there is an occasional message that chimes in to say you can contact via the web but you can't hear what the link is. After 15 minutes I find out I'm now number 14....could be a long wait. This is really unacceptable - more and more people are going to A&E because they can't get to see a GP - I experienced this having accompanied someone in A&E for 8 hours. What is happening to the NHS? All these dedicated workers putting themselves at risk, overworked, stressed, wanting to leave and "management" and "leadership" don't seem to have a clue. Who is responsible for the merging of the 3 surgeries (plus half of Downland Medical Centre now as well)? It has been an unmitigated disaster and someone somewhere needs to be held accountable. Are there the same number of doctors as before when the practices were separate? After 26 minutes I'm number 13, by extrapolation I'll be waiting about three and half hours to get an appointment. Really sad, and probably pretty expensive for anyone who doesn't have a large number of inclusive minutes.
It would be easier to get an audience with the queen that to  get to see a doctor at this practice.  Irrespective of when you ring, there never is any appointments for that day and you have to ring the next day and then a telephone appointment only. when you ask if they can offer any advice as to what you can do as you would really like some help, there response is sorry the telephone appointment is only availability. The receptionists decide on what is the best course of action!!!  As I was told today the doctors surgery is not for emergencies as that is what the emergency service is for and I questioned that is dependent on what a person deems as an emergency. I was also told there is a shortage of doctors due to the lack of money! And of course covid is to blame!
Their phone line is disconnected and they don't respond to emails, hard to see how NHS backed businesses are allowed to operate like this.
Within 24 hrs the practice noted my online report , contacted myself to arrange an x ray and explained the process fully
Since Heyward road has become a group of surgerys around portsmouth the service levels have dropped dramitically to a apoint that i would never recomemend this surgery.  I can never get through on the phone to make an appointment as they recomend when they do respond i am asked to go to farlington when i live in southsea. So i have to visit surgery only to find it locked and end up banging on door until someone opens it.  Also can summon advise me on how to change surgery because this surgery is utter crap
Had a text message from this surgery a few months ago asking me to book an annual screening appointment.  Then my pharmacist told me I must book an appointment to continue to get repeat prescriptions.  From previous experience I knew that wasn going to be a problem.  The NHS Patient Access website shows "Sorry, your practice does not currently have any appointment slots that can be booked online" so forced to call them by phone.  After more than 2 and a half hours waiting in a queue, at MY EXPENSE, I finally got to the front of the queue and was immediately cut off!  This was repeated on 3 subsequent days, so I was forced to give up.  I have effectively been disenfranchised by the NHS by my registered surgery preventing appointments being booked!Now my wife has had exactly the same experience: try to boook an appointment via phone and immediately cut off after waiting in a phone queue (which BT charge full daytime rate for) for over 2 hours.This is TOTALLY UNACCEPTABLE and Covid-19 is NOT an excuse: this surgery have been near impossible to access for years.No doubt this will continue until the Practice Management of North Baddesley Surgery are legally held to account for blocking access to services to which their registered patients have a statutory right.
The entire process was really well organised and the staff were caring and attentive with me.  I felt a little faint and the HCA and vaccinator responded professionally and in a caring considerate manner. I was supported to  rest and drink water and blood pressure checked to ensure I was safe to leave. I was carefully monitored.  Thank you to the team.
I called 2 minutes after opening to be told all the same day call appointments are booked! They can get me in to the other surgery which is the other side of Reading. I then get a call to say they want to see me and make an appointment. Turn up and sat there for over an hour. People were turning up with appointments 30 minutes later than mine and going straight in! Nightmare to speak to a doctor and really poorly organised. Reception looked at me and kept just ignoring the fact I have been there so long. I ask when I will see a doctor, it will be shortly I was told. 20 minutes more and I am still waiting to see them!!!!
Needed my forms filling out and the doc was brilliant I have been joined to this GP over 10 year now and every time I get very great service lovely friendly staff and very good docs
I would like to say how brilliant the care I received for my son was today. I was given a F2F appointment within 2 hours of calling, the GP we saw was thorough and gave a very sensible plan. I know how hard it has been for primary care and this was a perfect example of how hard everyone is working to keep patients safe and looked after. Thank you so much
I used askmygp at 8.05 on 11th October. I had a reply by 8.30 which asked if l could attend on the 12th at 2.40 for my request for an injection in my right knee to be carried out. Thank you Roxton Practise, l could ask for no more than this.
It's impossible to get an appointment over the phone and their online system is a joke, even when it's working. Avoid the place like the coronavirus or your stress levels will go through the roof.
I feel very lucky to be in the area around this practice having recently moved here. The response time to eConsult requests is fantastic. For example, I filled one in at 9.15am on a Monday and received a call from a doctor before 11am the same day - I have yet to wait more than half a working day for a response. The doctors/nurse I have spoken to have all been extremely knowledgeable, clear and had plenty of time to provide a diagnosis with no feeling of being rushed out the door. Treatment is also supplied extremely quickly, and prescriptions are dealt with the same day.Appointment booking is also quite straightforward. You have to ring early as is the standard, but there is a phone queue which is great when compared to repeatedly phoning a busy line as is the case in many other practices.I wouldn't normally leave a review like this - but felt the need to express gratitude and to let others who may be considering this practice know that it is one of the good ones!
Over the years have found certain GPS at this practice very dismissive, particularly of anything to do with mental health. Some of them have a very unsympathetic bedside manner and instead of looking for a solution make you feel you are the problem.
Currently on mobile choosing option 5. Have been number one in queue for 58 minutes. Whilst I understand it’s busy , if there is nobody able to take the call please disengage the line rather than give people hope of getting through. 9/7/21 at 3.30- 4.30. Have since been told by a lovely lady that the secretaries go early on a Friday so please turn that option off.
I have had cause to visit this practice on numerous occasions over the past 16 months, having had sepsis and requiring a number of urgent GP appointments to assess me for possible recurrence of sepsis, as well as a large number of appointments with the nursing staff to manage an open wound for many months.Throughout this period, and despite the obvious pressures facing the practice during the pandemic, whenever I have needed to be seen urgently I have been given an appointment quickly and with a minimum of fuss. On several occasions was an urgent need to manage possible recurrence of sepsis, although most thankfully were false alarms; however, on each occasion I was reassured that I should contact the practice at the first sign of potential reinfection and I have no doubt that without the care provided by the GPs and nurses in the practice I would have had a much worse outcome. Indeed, on my last visit, the GP wrote to my hospital consultant to insist that I receive priority treatment, given my recurring symptoms and am pleased to report that this had the desired effect and I had the required operation sooner than I would otherwise have done.I'm aware there have been difficulties with accessing appointments across all GP surgeries, but in my experience when I really needed GP care it was provided with professionalism and genuine care. I am truly grateful for the service I have received from this practice and do not think they could have done anything more.
Though the GPs are good, it seems like reception is a brick wall. I had an urgent issue, related to cancer care, and was first told on the phone I couldn't book an urgent appointment because it wasn't an emergency but the receptionist would, "let the doctor know". No follow up so I called again next business day, saying it was urgent. Still no offer of an appointment and the same story - we'll let the doctor know. So, I went into the surgery. The receptionists had let the doctor know that day but no response. I asked if they still offered urgent appointments by calling in in the morning and they said that yes, they do. Well, you could've fooled me.When I spoke to them in person, the receptionists were nice enough but still not all that helpful. It's just so frustrating and demoralizing to have to fight for your medical care when you're already under so much stress from a cancer diagnosis already. This is not good practice. When I read similar reviews online; the response is always "sorry, it's due to Covid". It's time to stop blaming Covid for everything under the sun and start making some changes.
Horrible experience, to make a call is impossible and when you do after long waiting found out that you cannot see your GP there will be call appointment after one month... Was the first time in 2 years that I was visited this surgery and you cannot go inside because the reception is closed behind the bars. The administration lady was very rude. No common sense to explain what to do so decided she will not do what I needed and walk away.  Never, I did not feel so carried away, I went out and cried because, for a person who visits clinics when needs it, it is a huge shock.
After trying on 3 separate occasions in the same week and being told the doctor is on holiday and the list for appointments won’t be open for 2 weeks I finally got a telephone appointment although it was to be with a Junior Doctor.My call came through and I was told the doctor has asked me to call you I am a student doctor (not acceptable).After three phone calls I am still no further sorted and was told that this student along with a doctor had decided my treatment.To say I am disappointed with the service from all members of staff I had the misfortune to deal with.
I cannot praise Jubilee Surgery highly enough for their efficiency today.I popped in this morning with an issue, e-consult lite completed. Call just 4 hours later, prescription and instructions issued.Reception staff extremely pleasant and helpful. Thank you Jubilee.
After being put on hold for over 25 mins for a person to pick up the phone, I was met with someone with a "chip on her shoulder" I was trying to get an appointment sorted out and was initially told there were none. Finally, after her abrupt moodiness she put me in for a telephone appointment for 3 weeks time which I thought was totally unacceptable but due to her bitterness and problematic stance,  there was no way she would listen or take notice of anything but herself. I have had this scenario with them before, and was promised that they had put in extra training for their admin staff, but nil has changed or been learnt from this training, I'm not actually surprised to be truthful. The attitude of first point of contact is still as shoddy.
Always have good remarks about this place I'm treating kindly and the staff are friendly I would definitely recommend
Been trying to get an appointment with a phlebotomist for over a week. Get to No1 in the queue and give after 40 mins, woeful service.
The surgery has made it extremely difficult for patients to get appointments via phone and have stopped patients from getting appointments from coming to surgery.On the phone the entire process has become complicated to say the least, however, you continue to take makes patients in determent of existing patients and putting the care they require at jeopardy.Also you try to push patients to other places to receive care instead of their own GP.This not nice at all.Also you have also stopped booking appointments online after 5.30 making difficult for patients especially those working and does not allow any flexibility.The changes that have happened take away the care element that patients need when they require medical attention.This is indeed very disturbing
The doctor was excellent, but the reception staff were highly unprofessional, rude and unhelpful.It's a shame that the front-of-house staff allow patients to receive such lousy service, ruining what could be a good practice. They seem to lose records regularly, fail to accept responsibility for this and leave you having to repeatedly complete the same paperwork to remain on their patient register.The practice must introduce a robust and continuous evaluation of its receptionists to bring back some minimum standard of customer service. Personally l, I will be seeking an alternative GP practice, and East Croydon Medical Centre is oversubscribed and it appears that the staff can’t manage the workload.
I have been most impressed by the way the vaccination programmes have been organised and delivered by the Surgery over the past few years and most recently the flu and Covid booster programmes
I have repeatedly tried to book an appointment with the doctor at the request of my midwife for a 24 week appointment. The hospital confirmed that the GP have specific funding set aside for these services (to review me at 24 weeks) and yet I have been repeatedly denied this appointment. My midwife urged me to contact the GP surgery again as it is their duty to prioritise the care and well being of pregnant women. I did so and was refused an appointment. I was offered an over the phone appointment, but not a face to face appointment which is what is required for the 24 week check. I am extremely unhappy with the lack of care and assistance by EPHC. I would strongly advise pregnant women to seek care and assistance from another GP (as I will be doing). My midwife team have also been utterly shocked by the behaviour of this GP and their refusal to see a pregnant woman for their 24 week appointment. My midwife team have kindly offered to see me (however this is not the norm) but have emphasised that the GP are not carrying out their duty to pregnant women when it comes to these appointments.  I hope that no other pregnant women have to go through the stress of having to try to justify why they need to be seen with EPHC. It is not worth your time - find another GP surgery.
Reception staff are excellentVery easy to get a face to face appointmentDoctors and nurses are excellent
I have registered with the clinic 3 months ago and since then I wasn't able to get any reasonable level of service there. No matter what the issue is, they always make it look like they are trying their best to dismiss everything, provide the most inefficient answers and data, and basically seems they were happy if I never approached them. On one event they gave me the wrong information for over a month and then one day just informed my. "We're sorry you were given the wrong information". Never took any responsibility, never tried to assist me after making me wait over a month for the wrong thing. Sorry for the day I registered with this clinic.
Today I phoned at 11am to the surgery  to get some advise about a problem on my knee, the gentleman who picked up the phone very politely told me that my GP would call me back in 4 hours. Well, after 5 hours, I phoned back, and a lady tells me that it is not 4 hours as previously advised, she says it is until 6.30pm. At 6pm I called again as I did not receive any call since the morning, concerned that the surgery would close and no one came back to me. At 6.30pm I phoned again and just the answering machine saying the centre was closed, Unexpectedly I received a phone call at 6.45h exactly in the same moment when I was on the phone with 111 to get the help I couldn't get from my surgery in all day, so I missed the call. It is very sad in the way this surgery deal with their patients; It is like our time as patients it is nothing, basically I waste a lot of time calling to the surgery today, waiting for ages on the phone just for nothing.I do not recommend this surgery at all. Very unprofessional service
they always make you feel welcome and always make sure you have a appointment if needed if not a doctor will always ring you, all staff help you in everything they wont let you go from the phone until it has all been sorted would never go anywhere
I attended this practice yesterday and as I am not a patient here I was very nervous due to the procedure I was having done. However once there I couldn’t fault one single thing. All the professionals were just that very professional! They put me at ease and made my worries regarding the procedure worthy of being listened to. Each and everyone I made contact with were faultless, understanding, caring and clearly in the right job. Thank you all so much for caring!
We recently moved to Cradley and I wanted to write and say what brilliant care we have received already, we can certainly see why the surgery is rated number 1 in Herefordshire! The receptionists are so polite and professional every time I've rang they have been helpful and listened well. We have had no difficulty being seen if needed - 2 example, my son woke feeling unwell saying the lights were hurting his eyes and didn't seem right and within an hour after ringing we had had an appointment and review. I also have just had a baby and c section and the hospital didn't give me adequate pain relief for home and at almost 5pm on a Friday I rang and they helped sort me out before the weekend which was amazing! Thank you so very much we are grateful and feel safe living in the catchment of such excellent care.
Awful service, every time you fill out an e consult its looked at and your fobbed off. No continuity of care, no option to book a routine appointment months in advance to discuss current conditions. One member of staff tells you you cant book a nurse appointment then another books you in. Extremely hard to get an advance appointment if you work. No updates on a time frame for them toget back to you. E consults are clearly not read. Very little communication once drs receive hospital correspondences especially from a private clinic.No option to discuss multiple illness - all require seperate e consults. No option to discuss current conditions that may be worsening. Reception staff are rude and unhelpful. Admin team are amazing and go above and beyond to help. Non prescribing nurses are great when you finally get to see one. Prescribing staff are very hit and miss due to most being locums who you rarely communicate with more than once.Constant battle to be listened to by staff or even fully explain a situation. Trying to ask a basic question and one receptionist who needs customer service training will rip your head off. E consults are great for new acute illness but for chronic conditions they are a waste of time. If your ever lucky enough to get a pass to see a clinician the wait is always weeks away and never suitable if you work.
Very well organised. No waiting - clear information provided. Made me feel at ease. Friendly marshals - thank you
Had an 8 weeks vaccination booked for my baby and was running late by 6 minutes for the appointment. Was told by the receptionist we will not be seen as it makes the practice run late. No exception can be made. No empathy towards the fact it's a 8 weeks old baby. No effort to find a way. I called before arrival to inform we are running late by max 10 min due to heavy traffic. Highly disappointed and do not recommend the practice.
I moved to the area about a year ago and have had great care from the practice. They have always accommodated appointment requests for myself and my family quickly and with kindness both for urgent and more routine issues. The clinical team have been very responsive, dealing with issues promptly, appropriately and with a high standard of care. I would definitely recommend this hard working practice. Thanks!
This is the worst doctors surgery I’ve ever used, on hold every time for at least 30 minutes and always prescribing the wrong medication! Reception staff asking very personal questions
I have been at this gp for years now and the gp gets worse and worse as the years ago by. I had a miscarriage on the 7th July 2022 and the way they handled it was absolutely terrible. I kept ringing and ringing to get help as this was my first pregnancy and all the told me to do is ring back a couple days later if the pain and bleeding doesn’t stop. I rang a couple days after and some days they didn’t answer or somedays they told me that they’re not taking any more appointments. Never felt so mistreated! In the end I had to go a&e as the pain got worse and still had no help from this gp!
I was very reassured to be given an in-person appointment and to be examined. Tests and scans have been arranged. The GP, trainee GP and reception staff were all efficient, helpful and friendly.Our family have also had very attentive and supportive care while a family member received palliative care at home for cancer earlier this year. We appreciated having regular phone contact with a nominated GP, apart from during emergencies when we liaised with whoever was on duty. The GP was in close contact with the Community Palliative Care team about care as the illness progressed. Whoever we liaised with seemed aware of our situation through the medical record. Obviously we would have preferred in-person home visits but it was the height of the Covid infection and visits had to be limited.Our thanks to the medical centre's team.
I want to say how kind and helpful the receptionist that dealt with me today was. I went in today to request a call back from a doctor as I couldn’t get through on the phone and the girl who I spoke too was really nice and got me sorted straight away. Very professional and made me feel like she really did care. I’m unsure of her name. She was a young girl.
They cancelled my appointment, a phone appointment even. Then started giving me a runaround for booking the next one. I would have appreciated if they had booked me on the next days appointment because I told them I am in pain in my hand joint yet I am a carer so I cannot work with the pain. Instead, I have to call every morning to be told by an automated machine the appointments are gone everyday. Out of hours service says I have to go through the GP to carry out an investigation, they cannot help. And the receptionist just talks over you on the phone. What am I supposed to do! How long can one live like this???
We had our Vaccines yesterday and just wanted to say thank you to all your staff and volunteers very well organised and we are very grateful.Paul & Fiona Cohen
From the day we joined the surgery, l have spent ages on the line trying to get appointments, to check the blood results and for general enquiries.The worst thing happened to me ever was last week, I had a severe tummy ache and I called the emergency line and waited for about 10 mins. The line just cut off and I was taken to the hospital. There, I was asked whether I contacted the practice and I felt so ashamed to tell them about the functioning of my practice. The receptionists have been rude for me several times too. Once, I didn't hear what she was saying and I asked again. Then, she was like repeating it sharply. They definitely must understand that they are speaking to patients. The patients might not be fully confident people. They should talk to them more kindly. Last month, I phoned the surgery to get an appointment at exactly 8:30 am. They picked up the phone at 9:15 am and the receptionist said that unfortunately she has no appointments available and that I would have to call again tomorrow morning. Then I asked whether I can book appointments for another day in the week. She replied that we have to call on the exact day to book appointments throughout the day only. I phoned the next day, exactly at 8:30 am. Someone picked up and booked me an appointment for a date which is in 2 weeks. I really got so confused. If they are only booking appointments throughout the day, how can she book me an appointment in 2 weeks time. The last thing is, today, a few hours ago, I called the surgery to ask about my prescriptions. The receptionist asked my details and said that the prescriptions will be sent soon. I was going to ask her further details but she just hang up by saying bye even when I was talking to her. To be honest, I would never ever recommend this to any of my family or friends.
I have been with this surgery for 20+ years, thankfully I am still with them. I have NEVER had a rude or unpleasant receptionist maybe because I like to treat people as I want to be treated. They have a job to do and under these extreme circumstances please be more tolerant, patience is a virtue. The Doctors are very kind and understanding and in my experience always found them caring and will go to extremes to help you. So under these circumstance, say something nice and that alone will make you feel so much better. Thank you , think yourself lucky you a good surgery as believe me there are far worse out there.
Thank you for being the "Voice of Reason".  When I received my "horrible" letter, I did feel like ignoring it all and not going through with things.  I am glad you told me to go ahead with the procedure. Speaking to you and knowing I had your support made all the difference.  I am now of the other side so to speak.  Thank you
When for my jab today 2/10/21 the clinic was well lay out with lots of staff. It was in jab & back out in no time. The staff where very helpful & friendly. The school works out well as easy to get there & plenty of parking. Room to set out so movement of people & easy to get jab  in timely manner as I said before.Please pass on thanks to all the staff & helpers.
Thank you for your professionalism, care kindness and speed of assistance - for identifying a situation at first point of contact and for triaging for resolution with our exceptional doctors with a prescription issue within 30mins. Follow up guidance provided re prescription. I have never experienced such excellent service from any other practice - focusing on the patient and  ensuring that a situation does not escalate. I know you are so very busy at this time and I thank you so very much
My GP is lovely, always kind, supportive and helpful. Have been attending this practive for 10 years and experienced good practice, a great service and medical care. Thank you to all the team.
I have been a patient at Westway for over forty years. Over the years some doctors have come and gone. I have always been entirely satisfied with the appointment system, the patience of the receptionists, the nurses and all the GP's too.I have been lucky enough to have a call back within several hours when I've had a problem. At times it has been a bit of a wait to get through but it has always worked out.In these busy times I can only congratulate all at Westway for doing their utmost to accommodate patients.Thank you Westway.
I can never get through on the phone, in some cases it was ringing for over 6 mins with no answer.Keep being called in for blood pressure checks, which limits my ability to reorder medication when I’m running out. In the last case, a telephone appointment was changed at the last minute (the morning of) to a face to face, which I couldn’t attend due to work. It was for a blood pressure check, which I did 6 weeks ago, but clearly the notes on their system are not clear enough. It just wastes my time and I keep running out of medication
My appointment was very good, I felt that the questions asked and advise I received were helpful and suited to my needs.  My issues and fears were addressed in a kind and  thoughtful manner and at no time did I feel awkward or embarrassed.
I had a blood test appointment for tomorrow (11/05).Received a text at 10.30 to advise of my appointment via text.Soon afterwards, received an another text to inform me that appointment cancelled. I rang reception to book an another appointment. Advised to go to RBH or next appointment is in June with surgery. The receptionist suggested she could send form to me which I can complete and make an appointment at RBH.I suggested I hv no expertise to make appointment via Internet with RBH.My husband came to assist. Asked why my wife is put at the back of queue given appointment was cancelled by surgery.We requested accommodating an early appointment but receptionist not very helpful.The next RBH appointment is now 10 days away.I propose that where appointment cancel by surgery then they should accommodate patients and not asked to go at the back of the queue. Must have procedures where this happens.Always found surgery to be helpful but not today.Thanks & Best regards
Great staff helpful kind precise spending their days helping population in these difficult days. Thanks well done guys.Fabio
Staff don’t take appointments,and very rude and unprofessional,it’s the only surgery I’ve seen being so unprofessional and not treating patient accordingly.always not answering the phone and when they pick the phone appointment are always full.
Receptionist were so helpful, had to see nurse & GP they made sure they did everything to help me. Nothing was too much trouble. Everybody was so kind and friendly. Thank you.
I have visited the practice on a number of occasions for various reasons over the past few weeks, and I have noticed that because there are not so many people in the waiting room that conversations which are going on in the back office can be heard quite clearly in the reception area.  The worry is that confidential information may be given out, all be it inadvertently, by the receptionists.  I could quite clearly hear 2 of the receptionists discussing how many times calls were made to patients by GP's.  May I suggest that staff are made aware of this potential breach of confidentiality and that they make use of the door from their reception into the back office being closed as I am sure that would help!
This practice is falling down on its job of providing primary care to its patients. You have more chance of winning the lottery than getting an appointment to see a Doctor. Some bizarre appointment system releases appts at 8.30 and by 8.31 they are all gone. When you phone the surgery, you will be kept on hold for anything upto 45 minutes, all the time with a voice telling you that you call is important and to wait until the meet available agent is available ... what joke! There is only one person on the console. These people are being paid to let their patients down. Absolutely clueless
When ever you call them you get the same message,’we are very busy at present’. This is always, so would you think something needs to change. When you do get through the person on the phone is abrupt and boardering on rudeness. Medical, they seem a first class outfit.
Sadly this surgery has gone downhill fast.  Impossible to get through on the phone to and you cannot submit e consults via their website.  Next to useless as a result.
I waited over month for a blood test for the practice to contact me the day before the appointment and cancel due to staff sickness.When trying to make another appointment, I was told they do not know when the phlembotomist would be back and they will contact me with a new appointment. I was told I was unable to book an appointment at another practice or hospital. As a healthcare professional, I'm not sure how a service can stop running due to single staff sickness. Why are there no measures in place to deal with likely situation? It is significantly detrimental to patient care to expect patients to wait without offering alternative options
I have needed to visit Herne Hill Practice on three occasions over the past twelve months for a range of vaccinations.The organisation of patient arrivals, signage, adherence to health and safety procedures was outstanding.On each occasion,I and other patients were spoken to clearly re expectations on how to enter the surgery but always calmly, quietly and courteously.The waiting room ethos was reassuring with ample social distancing.Both nurses, on separate occasions were relaxed and engaged in everyday conversation which was appreciated and lent normality to what we have been experiencing through Covid. The telephone operators on reception never sound harassed or try to rush you through what you are trying to say.Despite general media reports of not being able to access face to face appointments with a GP this is certainly not what I have experienced at the Herne Hill Practice.I was able to book a telephone conversation in less than a week and following that conversation was booked in for a face to face appointment on a date to suit my commitments.I really appreciate being a patient at a practice which is so well organised and which clearly puts the patient at the heart of its work.Thank you very much for all that you are doing for your patient community.
I urge some formal action to be taken against this practice, absolutely shocking support and empathy. my wife who is 8 weeks pregnant recently was told by her midwife on Saturday 10th Sept that her blood results found she had really low iron and an infection and that she has posted results on ice to our local gp for her to get the prescription she requires. it has been 3 days and we are still waiting on our gp to provide prescription. we first were told by the gp that they haven't reserved any information (email) from the hospital about this. we then were told to go back to the midwife and ask them to resend results back to the gp. It took 2 days foe the gp to realise that they need to access ice, which midwife mentioned that all GP's know that they should going via ice to see results and then to provide the medicine accordingly. yet, gp still required an email to be sent. its now day 3, and the gp recieved the email at lunch and it's 5 hours on and still the gp hasn't actioned and sent prescriptions to our local pharmacy. I cannot stress enough to them how much in pain my 9 week pregnant wife is. I have phoned them at least 10 times today and only response I get is they are busy. This is a simple click of an action that the gp needs to do but they chose to be short with me and u helpful. This is now likely going to go into 4 days and it's just not acceptable as its causing so much pain and distress to my wife.
6 months agoWhere do I start with this place, I changed my GP from pak health center to this so called GP thinking it would be a better place how I was wrong. Where do I begin this place is mediocre if you want to see a doctor forget it, it's got so many patients yet they still take more patients on they can't even cope with the current demand. As for the receptionist it's like speaking to a wall there mannerisms and general lack of empathy towards patients just astounds me . If you call for a appointment you generally have to wait upto half hour just to speak to someone.
Went from being a solid practice, added long overdue online functionality during covid which eased burden of visiting - but recently shut that down, no longer take appointments, you have to ring at 8am - wait 90 minutes on a call - and then be told they dont have capacity and to go to an emergency room or try again tomorrow. No longer a functioning GP in your area when you have health problems that require medical care - deeply worrying and means going without basic care or losing your job spending half the week waiting at emergency rooms for GP matters. Avoid the area till they are functional again (if you can.)
Worst delivery of a Dr surgery I have ever experienced. No appointments available call back next week. The telephone appointments are a joke. They don't want to see anyone face to face. Only some staff are helpful if you get to speak to them your very lucky!
I got my flu jab from Station Practice on 2 October and the service could not have been better. I have found the doctors, nurses and other medical staff generally first rate once I get through to them but, even before COVID, it was often hard to get through to anyone (via telephone, via their online system or via their front desk) who could help me with a medical problem and COVID has made it even harder to get through. This seems to be widespread problem, though, and one likely to continue for the foreseeable future.
Had to wait 2weeks with chest pains for an appointment followings xrays 10days laterResults recommended speak to doctor told have to wait further two weeks for telephone consultation.Disgusting
The phone system is very, very hard to navigate and it's impossible to get an appointment. When calling from first opening all appointments have gone when you finally get through and the advice is usually to call 111 and be seen at the doctors at the hospital.As all others services open up following the pandemic, the GP surgery remains closed and it is made clear that they do not wish to see any patients. If you are working it is impossible to try and even try to get an appointment as you need to be on hold at least 40 minutes before you get through.This surgery used to be amazing and really care about patients, there now seems to be no care and they just want to find as many ways as possible to not see patients. I am aware that using the NHS 111 service carries a much greater cost to the NHS when patients need to see a GP and wonder why this is promoted as the acceptable and preferred way for people to get medical help.
I used the NHS app to get a phone appointment and was surprised at how quickly I got one, just minutes from my call. I spoke with the doctor and was recommended to see the the Pharmacist and the wait was only 30 mins. After speaking with the Pharmacist my issues were resolved and a plan to move forward agreed. The whole process from start to finish took less than an hour. Absolutely brilliant.
I had rang  owmc25/3/22.Request a Telephone Appointment with a female Doctor. I was given 28/4/22.When asked what the reason was?I told the receptionist it was because I had found a lump on my breast. I eventually saw a female Doctor 6/5/22.I was fastracked to Breast Care Clinic at local Hospital. I was seen 6 days later.Should my appointment taken this long to speak to a female Doctor?.Unacceptable.
Flu jabs. Well organised with professional and welcoming staff. First time I’ve been inside the surgery for almost 2 yrs. Covid protocols in place.
I went to help someone talk about their illness. The doctor was absolutely amazing and I didn't really need to be there at all because she gave the person time to talk.The reception team have also been very helpful when I was registering and making appointments etc.The new modern building is clean and well designed.
1 hour 6 minutes on hold.48 minutes on hold.52 minutes on hold.This surgery do not want to talk or give advice to it’s patients.
I am having a terrible time with a few long-lasting health problems. I have communication difficulties due to a disability and have dealt with other NHS groups or departments that have made life very difficult for me. I have wanted to leave a review for some time but have not generally felt well enough. Today I have had to make sure I do it because the staff at this surgery are doing so much to help me and today did all they could to help reduce my panic at the results of some tests. The results from speaking to a doctor don't always produce what I hoped because of limitations of what is possible and complications with specific conditions, but they seem to try very hard to make things as quick as possible and to reduce worry wherever possible.
Went there for first immunisation of my baby, and wait 20 minutes in same waiting area with ill people. It was explained to me that they are running late and they book 2 people for same time. Shame!
I saw one of nurses today regarding my menopause symptoms, she is the sweetest, kindest nurse, so understanding. Had a good chat with her and made me feel much better about my menopause
I think the service this surgery provides is really amazing.  I contacted them a few times via an online request and have always been called back by the doctor really quickly.   We have never struggled to get an appointment. I have just requested an appointment for travel jabs and its been booked in. We appreciate all you are doing.
Receptionist, nurse and doctor extremely pleasant and helpful.  So glad I am with this practice instead of the practice nearer my home.
Well organised regarding appointments with low waiting times. All staff are very efficient and friendly
At 63 years of age, I've never had an NHS experience as unhelpful, difficult to communicate with and obstructive as trying to register at Westgate Practice.I completed the lengthy online marathon of their registration form and submitted it only to be told (via a 3 stage process to access their message) that, as I'd failed to provide my NHS number, I would have to complete a new form. The box on the form requesting NHS number is NOT mandatory and, even though every page requires you to check the data submitted before you can proceed to the next page, not submitting an NHS number does not impede your progress.When I had managed to locate my number, I messaged it to the practice, asking them to add it to my records as it is impossible to edit the form online and I am not prepared to go through the entire rigmarole again for a bureaucratic detail they never informed me was a requirement.Unsurprisingly, I received a message (email from the usual do-not-reply address, follow a link to the website, input your date of birth and no reply function) to say they couldn't add my infomration to their records and I would have to complete a whole new application.So I have gone elsewhere. Simple 2-page form to complete and drop in with guidance on when reception is quietest to help you, helpful website with lots of accessibility information.Westgate appears to be set up entirely for the convenience of the staff, with absolutely zero thought to helping people or making the practice accessible. In my view, this has been a very lucky escape
Spoke with my GP on Sunday morning & told him my concerns with the menopause & wanting to go on HRT. He listened, understood & prescribed the relevant medication . He also went on to book me a health check.
Went in for an annual flu shot today.  Was fantastic to be seen on a Saturday.  Got in ahead of schedule.  Have had really positive experiences since changing my surgery to Lonsdale.
The doctors and nurses are patient listeners. I never feel rushed and I’m grateful for that. All the staff are friendly and supportive.
Received text to call practice, tried call during lunch break no joy. Tried again after 2pm no 2 in queue but after 30 minutes on hold still unable to speak to a human being. Phone kept clicking as though someone there but no I was replaced on hold. I have not been able to make the appointment you wanted to make as I am not able to speak to a human person - 30 minutes on hold is a joke
Offered me the best solution and managed to get an appointment booked. Good communication and managed to help with my query
Missed test results, not sending complete records out, GPs forgetting to put vital medication on record, long queue times and inconsitent but generally veyr low quality of reception (booking appointments with people who can't cover the needed tasks such as certain injections or taking bloods).Amazing Nurses I will say this for nurses alone 4-5 star but for everything else they are beyond appauling and I am currently looking at changing surgery because I am so concerned of how badly they have dealt with myself as a patient.
I have been seeing a nurse here since the end of Mat 2022 and I must say she is got to be the most empathetic, kind and professional nurse I have ever seen, her care has been outstanding. She has gone above any expectations I had in regards to helping me manage my illness. The world needs a few more nurses like her.
I haven't been to the doctors surgery in a good while... 14th February i had my first appointment  with a new diabetes  nurse who is now monitoring my condition. This nurse is such a lovely, kind, caring empathetic person. She knows her stuff and is very caring and reassuring. I feel at ease and less anxious about my health issue and how to manage it after my 1st appointment with her.
I have lived in many places especially around london, and have never received the level of care as I have at this surgery. The reception staff are amazing and go the extra mile and both doctors are kind and follow things up. Post pandemic the waits for appointments are longer than ideal, but I wouldn’t change surgery as they are thorough and understanding. Recently they were so supportive when the hospital messed up and I experienced big delays in a surgery. Not only did they fight my corner but were really responsive in managing my pain in the interim. The nurse is also kind and efficient and explains everything clearly
Trying to get an appointment is a task in it self. No one ever answers the phone. It takes at least 24 hours of trying to finally speak to someone (receptionist) who wants to know everything that is wrong! She then tells me to speak to a pharmacist . The pharmacist  sends me back to the doctors ! Another day of back to back calling to be told  a nurse will be in ContactNext day the nurse  rings. Come get a swab go home do it your self bring it back before 1 . It’s now day 4 I’m returned my swab in a basket outside the surgery . Worried, in pain suffering. The weekend has been and gone. Monday 56 calls to the doctors no answers finally after getting in the que I wait 45 mins to be knocked off. I try again 35 mins later I’m told no results in. Tuesday 34 times calling from 9-12 . 3 pm Tuesday still in pain, still no results ! To be continue
Called the medical practice in the morning got a telephone appointment for the afternoon. I’m on HRT but having some issues with the one I have been using. I have been doing some research on HRT and wanted to discuss this with the GP. The GP called we had a discussion about why I thought the HRT I was on wasn’t working and the information I had gathered as to which one I thought maybe better suited to me. GP listened checked my history to check that there was nothing that prevented me from changing. We discussed the strength Sorted out a new prescription and said to give the new HRT a go then we could review in 3 months. I thanked the GP for being so great as so many women are having issues with getting HRT from their GP. Just thought it would be nice to write a post of praise as so thankful to be at a great GP practice.
Professional, courteous, prompt service.  There if you need help with advice or other actions necessary.
Staff are always polite, cheerful and quick to help DR’S actually get back to you quickly. Normally within an hour of calling them. Nothing but good things to say about this surgery.
haveing read other reviews here i can only agree with other patients i can not get an appointment EVER when i need it told receptionist "the system does not work" her reply "it does because all appointments go each day" think she is missing the point explained my frustrations to another receptionist her reply "if you dont like it find a diferent surgery"very helpfull not.Well guess what thats exactly what i've done my new surgery can book appointments in advance,why cant Willowbrooke?? one more comment to add it has nothing to do with corona virus it was like it before the virus even started thats a convienient excuse but not truthfull
The nurse was cooperative and very efficient and made the visit most comfortable and friendly to both my wife and myself.
What a lovely little gp practice I had some concerns over my baby and they were so helpful over phone told me to come in as I was worried helped me out massively and quickly attended to while entering the practice massive thank you from a nervous mum!
Fantastic service from extremely helpful and very friendly team at Park House Surgery. One member of staff in particular tried extensively to resolve a technical issue I was experiencing using Patient Access Services and the NHS app. Through persistence my issue was resolved and I was and am extremely grateful for their help and support.
This practice are so responsive - with a fantastic triage system and will be especially helpful in finding an appointment for my children if ever they need to see a doctor
Please can someone explain why all the toilets at the practice have been 'Out of order' for the last three weeks. I have to bring an elderly person to the surgery quite frequently and this poses difficulties for her.
The Doctor issued me some important medication and when I came to collect it at Boots I was sent away twice. I spoke to the gentlemen who meets patients at the door of the surgery and he went and got my prescription and came with me into Boots as he was aware I was struggling with my mental health.This was above and beyond and I  can't thank the man enough. Going and picking up medication at the moment is very difficult when you have mental health problems and some staff in Boots can be very difficult.  Thanks again.
I have been registered at this Practice for just over 5 years.  The service from the Staff and GPS have been really good. The staff are friendly and very helpful.  Sometimes it is difficult to get an appointment but I have have never waited longer than 2 weeks.  I was offered an appointment with the clinical pharmacist (lovely young gentleman) he helped me with my prescription and also referred me and there was no need to speak to GP.  Continue the good work.
Best surgery I have ever been with, very professional and always very accommodating, drs and receptionist staff very pleasant and helpfull  always been able to get an appointment promptly
I attended the practice this week and can honestly say i left feeling much more positive and assured.The doctor listened to me and i know my appointment was longer that i was allocated but i was not rushed in anyway. I was also seen by the nurse who took my blood pressure and bloods which i do not like and again there was no rush they reassurred me even though i felt i was being a nuisance.I hope my comments outway the negative as i only receive the best care from the doctors and the staff are always helpful.Thank you so much for listening and helping me
I visited the surgery today for my annual flu jab. The whole process was quick and efficient. Start to finish less than 4 minutes. Thank you for making the visit so easy
I love the surgery. The doctors are very good and friendly. The receptionists is another matter. You call the surgery, not feeling well (why else would you call the doctor) and you get greeted like you are dirt on a shoe over the phone. If you can’t handle it working with people find another job! I know you guys must be busy but don’t speak to people that way. No compassion, no friendliness absolutely terrible. And then they just close to phone on you without saying bye. So incredibly rude. And it’s not the first time this has happened. What’s the matter with you guys ? People don’t feel good calling you in the first place don’t make it even worse
I never struggle to get an appointment, I am becoming more aware how lucky I am to have a surgery like this as most people talk of their struggles to see a doctor. The system is fantastic whereby you are assigned to one doctor and get to see your designated GP, it is rare you don’t see your regular GP, this saves having to repeat things and also it’s nice to have the familiarity. The receptionist are helpful and friendly too. When sitting waiting to be seen it’s lovely hearing the great team dynamic behind the desk. 10/10 for Ingleton Ave!
I submitted an e consult and received a call back later the same day. As always the staff are courteous and caring. They listened to what I had to say and provided advice and treatment. I have always found the practice response time very good and the advice and help received friendly and supportive
On the date quoted I was seen by Dr Marshall who completed a thorough examination which resulted in referral to a specialist. I cannot speak too highly of the attitude and efficiency of all staff in the practice.  My wife has also been seen and concurs with my views and we have great confidence the monitoring of our health.
There is something not quite right with this surgery, one of a cluster, almost corporate in culture. I think it should buck up when rolling out its medical service and be a bit more inclusive and not a club for those in the know.The three of us here all in our 60s and still working because we have to were not informed of the flu vaccine “clinics”I can hazard a guess the retired, often now in their 50s walking and cycling etc, knew all about this for some reason. How?Maybe they have more time on their hands. In either case our neighbour mentioned ringing the surgery inquiring about the flu vaccine rollout and was told the clinics had already happened.  “I went to somewhere in Ludlow instead” he said.He has been here ten years but now forced to move elsewhere though for financial reasons he would have had liked to have continued working locally but he says “I have never liked that place” meaning Kington Surgery”Not worth us ringing up is it?
I have been struggling with my asthma recently and have been looked after wonderfully by everyone. I am grateful for the great care and communication. Thank you!
Great service provided for my elderly father aged 91 yrs . The reception manager  highly commendable for her help towards his care . All clinicians responsive and caring . My father has received proactive care . A huge well done to the practice manager for getting the new telephone system in place and improving patient care .
I have been 2nd in the queue for more than 30 minutes. The doctor hasn’t sent documents that I need urgently. This surgery is a mess.
With the last few occurrences of problems for me and my family the doctors will only phone now and not see you in person. Today we called about my 3 year old daughter. The doctor told us it could be this or could be that but wouldn't actually see her to check. I find the service at Braithwaite Road surgery is quite poor across the board.
Regularly feel so grateful to have a practice with such efficiency.  Any appointments for me or my children are always conducted in an efficient and effective manner.  Each GP is thorough and gives me confidence in their ability.  They leave no loose ends from my experience.  They are kind and welcoming. Appointments are booked quickly and if unavailable the GPS will squeeze you in after the official appointment time or phone you.  The office staff are exceptional and rare.  On a recent appointment for my son I observed them working in the upchurch practice.  I thought how efficient, hard working and happy they were, working in partnership with each other and it’s clear to see they have a very good working relationship.  This is my experience from the rainham practice too. I don’t usually leave reviews, due to a bit hectic life it’s hard to spare the time but when listening to friends and colleges about their experiences with their go surgeries I feelso grateful for mine. Thank you all and know you’re all appreciated
I have always found the care offered at UEA medical medical centre to be very good but was particularly impressed by the care I received at my recent appointment which was the first time I have visited since the start of the pandemic. As my concern required a physical examination, I was offered a face to face appointment straight away rather than an initial telephone appointment which is what I had assumed I’d be offered. On the day, the doctor who saw me was very professional and explained everything clearly. He reorganised his appointments to enable him to offer a minor surgery on the same day which was a huge relief. Was really impressed by the service offered at such challenging time. Thank you to all the staff involved.
Booking for COVID vaccination at surgery, simple and efficient with pleasant staff. Reminder received prior to vaccination date. On date of vaccination, staff on hand to direct patients within the surgery building were also pleasant and efficient, and I was seen on time with all relevant information and questions addressed prior to receipt of the vaccination itself. A good patient experience on this occasion.
Went to the surgery as I had sciatica been told this information as I went to A&E a few days before. I Went to the doctors as I was in so much pain for the doctor to say I need a covid test because it sounds like I have flu type symptoms. Even though I did a covid test after coming out of A&E made me feel as though I was making my pain up. Dreadful
Had to attend for Flu vaccine. Every thing was very well organised, staff were very welcoming. Layout of the exits and through flow of patients had been really well planned. Separating Covid vaccine and Flu vaccine patients kept the flow moving.
Your Review:  I had had amazing responsiveness and continuity of care from the Wapping Group Practice. Appointment availability has been terrific and the care and compassion I have received from the doctors is second to none. Highly recommend.
I had to ring 188 times just to get through to book an appointment. Then when I managed to speak with someone, all the available slots for the day were gone. I'd book for the following day you think? No can do: poor management lets only book for the current day, while before it was possible to book up to 2 weeks in advance. There is no excuse for this, but they justify it with covid issues (that clearly doesn't have anything to do with poor booking management systems).
Replying to your request for feedback on your service.  On Monday 20th October, I left in your front box my repeat prescription request, which included both your prescription forms and a printed sheet giving all the details of the request.During the week beginning Monday 24th October I contacted you by phone on a few occasions to enquire if the prescription was ready to collect, each time to be told that it was not ready for collection at that time.Eventually I was told my prescription was ready to be collected on Monday 31st October, and I arrived at Apple Tree to collect it and asked at the same time if my wife’s prescription was also ready for collection (It had been posted into your outside box on Tuesday 25th October) only to be told that it was not ready yet (this is after 4 working days).  Fortunately, your Dispenser overheard the conversation and managed to complete it for me whilst I waited.  I left thinking what a messed-up system needs totally sorting out but happy and relieved that I had my and my wife’s medicine’s.On reaching home you may be surprised to hear that on opening the package containing my medicines it contained only half the required quantities that I had requested, but even more surprising was the addition of two items that had not even been ordered namely a container for safely disposing of sharps and a packet of Blood Glucose test strips.I really am looking forward to receiving and being able to read your explanation for this total disruption but I doubt if you will be letting me have that.
Wife rang in the morning needing an appointment said to the receptionist 3 times for it to be a female doctor which the receptionist said that it is with a female doctor when my wife got there to her appointment told which room to wait for then her name got called she went to the room and low and behold the doctor was a male even though my wife stated 3 times on the phone for a female and the receptionist even said it was
I had my vaccination on Saturday 12 February. From start to finish the experience was brilliant. Despite it being one of the coldest ever days, the volunteers were friendly, kind and genuinely caring about everyone who arrived. I was humbled to see how much care was taken at every step of the way. These people - and the wonderful NHS - made me feel so grateful and I can’t thank them enough. I was in and out of there in about 15 minutes start to finish. It was hard not to cry both from nerves and the fact these people just wanted to help. Thank you!
Had both my AstraZeneca jabs here very efficient, all the staff are doing a fantastic job!Well done and Thank you
The reception staff are fantastic, always sympathetic and helpful. The doctors are excellent, very encouraging and never rushing you no matter how busy they are
I was trying to ring to book appointments and wait over 2 hours and when one of the staff answer the call, I was been told we are fully booked and you need to dial back again tomorrow, next day I did ring and spoke to one the staff member and was been told the same repeat story again but this time told me we will ring you back if someone cancelled their appointment and if you didn't hear from us its mean no one has cancelled appointments, One of the worse experience I have had and this is beyond the joke.
First of all they rip you off for £42 to write a 2 sentence confirmation that you are a registered patient there thats all, secondly they tell you the letter will be ready for 4-6 weeks, £42 and 6 weeks wait for 2 sentences , does not really add up. Last time i had a letter taken too long, they told me they will contact me but never did. The letter was sitting there for two weeks.The staff are rude and unprofessional.
This GP has historically been horrendous to get an appointment, recently turning to only offering same day appointments and removing the ability to book online or via Patient Access meaning you have to ring up at 8am every morning to try and secure one and then give up work commitments to attend, this is unfeasible for a lot of people.That then brings me on to the actual appointment which I’ve most recently had, where I have an issue with both large toes, to which I was advised “it does appear infected so I’ll give you a prescription of antibiotics” which was then followed by “but because of your age, you’re deemed fit and healthy so the NHS won’t be willing to treat you for it so I recommend you go private. They only look at people who have diabetes or other health conditions”.Are you joking? I have been paying tax towards the NHS since I was 15 years old, I’m now 25 and you’re telling me I’m still not old enough to use the services I’ve contributed the past ten years towards? Yet someone who hasn’t worked a day in their life will get the treatment just on the basis they’re older? After looking private, treatment is going to cost in the region of £300 per foot plus an additional consultation fee. This experience has been the straw which has broke the camels back and I will be looking to change practices to somewhere else.I will not and do not recommend this practice to anybody.
Came for an appointment for my childs immunisations and ı was treated with nothing but soul care! I was asked how we are too. The practice nurse and male administrator you having working there my goodness keep up the hard work !
3 of my family had flu jabs today.Very quick and efficient system.The staff were friendly and extremely helpful.
Excellent service from physiotherapists at Bridge Medical Centre recently Need to mention also polite professional and helpful reception staff always Thank you very much
All very helpful staff. Friendly and explained everything clearly. They were well organised and didnt have to wait too long.
This surgery takes three months to pass on vital information.  Then another three months to do the same thing.  I saw 'my' GP last week (after 11 week wait).  She gave me another very important letter dated 5th May 2022 on 25th July 2022 can you believe?   We spent ages going through my recent mastectomy, dislocated knee and depression.  She promised to action several issues.  Today I had to go and collect my four weekly prescription (in itself a terrible service as I live miles away and have to constantly make this journey), it hasn't been changed as promised and I'm now informed that my GP has left the practice.  She only joined  about 18 ago and I had to wait months for an appointment then.  I have come away being told to ring them to check they have sorted out my prescription (now urgent) - they don't intend to contact me it seems.  The total lack of care and consistency here is appalling.  I am really trying to find an alternative.
I am currently receiving treatment for a bad back & tried to get seen back in November by a GP, I ended up in A&E for a diagnosis! Single phone calls made to me have frequently been missed due to poor hearing giving me 'non attendances', naturally an unwanted blemish on my record. This would seem especially harsh when I wasn't even expecting a call.
A last minute Friday night apptmnt needed with gp after a 111 call. Triaged and seen within 20 minutes and tests completed to see if I needed further treatment in hospital. I was met with cars, compassion and professionalism. Many thanks
After listening to a minute-long recording of one of the doctors explaining which call option to choose, one's ears are then subjected to terrible music, whilst on hold. Every so often the music is interrupted by a voice stating "Your call will be answered in the order it was received, please continue to hold." After continuing to hold, for protracted periods of time (20 minutes on average), the call, more often than not, is then terminated...and so begins a cycle of calls that just don't get answered. The call system needs revising.
I have always had brilliant service from all the staff that I have been in contact with in this surgery. Keep up the great work
UTI results and treatment should be carried out quicker. If sample is deposited at 8.30 am, a call should be made to the patient by lunchtime. This is an awful condition and a quicker service will be appreciated by patients. Otherwise an excellent surgery with great doctors.
The nurse took my blood for my test very quickly and it was pain free.There was an issue with the blood test form not having any information on it about what tests were required from my sample and the nurse sorted it quickly and efficiently.
The service used to be good, it’s gone down hill and it’s hard to get an appointment. Basic tasks such as repeats are hard to get because they limit the amount of “tickets” that can be raised during a day - so you have to be on the portal at 8am otherwise you can’t get one. Seem to struggle with admin, records, repeats, odd and strange notifications. Face to face appointments are basically impossible and help/responses are really inconsistent (multiple people I know are registered here) - will seek to leave the practice.
Phoned today first day of new phone system installed  I was "no. Over 30 in queue" well they answered in 40 minutes which I thought was brilliant considering the stress they must be under. The emotional feedback I got from the staff , their morale seemed improved and more relaxed. It is hard to imagine the world from their point of view considering they see or speak to patients who, naturally, are concerned about their own problems and how soon they can be catered for. The surgery is always clean and tidy, the staff pleasant and helpful.the vaccination clinic when I attended was quick and efficient. I would recommend this surgery without hesitation .
I don’t even know where to start with this review. The list is so long. You can’t get an appointment. If you do the drs time is wasted first with a telephone appointment. Yes somethings need this type of consultation. But ultimately they are doubling up their work in many cases by having this system post covid. It’s 1.10pm today. I am still waiting for a telephone appointment at 8.50am today! I called at 12.45pm today to chase up as I have a hospital appointment shortly. They’ve turned their phones off 15 minutes plus early!!!So no appointment and no way to get hold of them! So if drs are not making their appointments today and support staff are turning off their phones out of lunch hours, what actually are the surgery doing today???I’ve spoken with the practice manager previously and office manager and given feedback. I’m genuinely disappointed that it has fallen on deaf ears. I’m obviously not an isolated case looking at other reviews but yet things don’t change. They have recently changed their system to booking drs appointments only in the day. I was hopeful that this may help. But it only works if drs are undertaking the booked appointments and support staff are assisting the smooth running and communication of the practice. I’m still waiting for an appointment that was booked for nearly 5 hours ago now… and no way of getting in touch!
I have seen several of the GPs from Cedars for myself and my toddler. They are always excellent - health concerns are listened to, taken seriously and properly addressed. The immunisation nurses have also been great.
Went for my flu jab. Very friendly staff. The doctor who gave me my flu Jab was very professional &  friendly.  I have been with this practice for over 30 years. Thank you so much.
As a professional in health care,i felt this practice especially the reception staff very rude and not at all understanding.I had sever migraine headaches for more than 3 days and it aggravated so badly that i needed to call off sick and to have it reviewed by a doctor hence tried calling in this GP Surgery and asked me to come to the walk in ,when i came and reported my issues the reception staff asked me to wait for atleast 3 hours for a headache i have been suffering from for days. I tried all means to get it resolved and even after that with the throbbing headache i have to stay in the reception for 3 hours which is not accepted and logical . My headache with temperature spikes radiating to my left arm and scapula is alarming to me and i need it to by  reviewed at least within an hour of  my arrival to the GP.If not then why is the government cutting a remarkable amount off from my monthly salary.This is ridiculous and not at all acceptable
I’m from the US and I was really worried about registering with a practice. I chose Caversham on the basis of reviews, and I’m not sorry I did. They are all just wonderful, caring, helpful, responsive people—and have a sense of humor to boot. I only wish I could keep going there but can’t since I’m moving out of the catchment area. I’d be more than willing to make the trip, though. Kudos to everyone on staff. Thank you for making our transition here easier.
I contacted the practice using their EConsult service. I received a prompt response from the practice in the form of a call from a GP. The call was really helpful and I was able to receive the medication changes that I needed for better pain management. I’ve found this practice to be consistently good and I feel pleased to be registered with them.
Was instructed to make a "routine" appointment as it was "important" by the surgery. Currently a 6-8 week wait for an appointment shown on the message. This one was "only" a 4 week wait, but appt by telephone and got the usual refusal to provide a time, just morning/afternoon/evening. The best guess was a 2 hour window, but may be before...So without a time it's not an appointment and should not be included in the surgery's performance statistics.It seems that they have permanently removed online appointment booking, just to make it harder for patients.Still no local blood testing services. The service degraded during covid and is now getting worse with no sign of any attempt to resume pre-covid levels of service.The surgery's "reviews & feedback" page directs you here if your experience was "good", but to a page telling you they only accept complaints for 2 hours a day if your experience was "poor". Almost like they don't want negative feedback.When you get to see them, the nurses are brilliant. But the management of the practice and the overall service level provided is not.
Can never get through to reception to get appointments!!! I am 34 and never ring the doctors for appointments I always find things off so now today when I do I can’t get one plus I started out being caller number 24 haha joke
I was seen today promtly and on time i was treated faily and examed thougherly and was asked questines and given explanations all the way and was even given the oportunity to ask questions myself all in all the staff were friendly and knowligable.
First surgery appointment contact as new patient. Contacted surgery by phone at 10am explained issue. Courteous and extremely efficient receptionist arranged appointment for 10:30am. Reception at surgery on arrival was most welcoming. The general practitioner was particulalry caring and wholly professional. The general practitioner dealt with my issue whilst taking the time to allay my concerns. Receptionist team are undoubtedly consummate professionals. In all service from initial contact to general practitioner care was exemplary.
I have been with Orchard for 5 years now.  In the last year, yes we have all been under pressure, the reception service has not been ideal.  For several days now I have sat on the phone for more than an hour trying to get through to a busy line.  When you do get through, it takes another half an hour to speak with someone only to be told that there are no appointments available.Working full time in an office does not allow for one to be on the phone for an hour and half trying to speak to someone.  the system is just not working.  I don't know the solution, I do feel for the receptionists but management should really be taking a look at the situation and trying to resolve it.It would be a pity to loose Orchard, it is otherwise a fab surgery and the staff are friendly, good and compassionate.The appointment system needs to be overhauled.
I have had to ring the surgery six times (waiting on hold over a half an hour each time) over errors that the surgery has made on my behalf. These include not updating my medical records, not referring a letter for a blood test or a subsequent follow up appointment, ringing me about wrong medical information enquiries and my Dr IQ app has still not been updated. I understand these are trying times but this is basic workload I would expect from a surgery. I have never dealt with such incompetence. I am writing this review while, yet again, being on hold for a previous error done by this surgery. I will be leaving asap.
Three years ago when I moved to Brighton I registered with The Wellsbourne Medical centre for my GP and Dental requirements. Since then I have received the most wonderful professional and empathetic treatment possible from all of the staff there for which I am extremely grateful. I would particularly like to mention the reception team and their senior member a lady of infinite patience and innate kindness who I have witnessed dealing both on the phone and in person with people obviously in distress and unwell with a spirit of generosity extreme patience and kindness bordering on the saintly . Warmest Congratulations to everybody at the Wellsbourne for the first class service you consistently deliver for your patients even during these recent difficult pandemic times . Thank you 🙏
This surgery has friendly helpful staff.  I want to give a special mention to the Practice Nurse, who is kind, dedicated and very supportive, thanks.
I've been trying to call now since the lines are meant to open at 8. It's not 8 40 and I still haven't been able to get through. I'm trying to check my appointment for diabetes but yey again I may have missed it because no one answers the phone. And when you call at 9 onwards they say they have no more appointments. It's not fair
This the practice has for the most part  has decent helpful staff and doctors if you can see them.  I feel the need to leave a review after seeing all the last positive reviews which does not reflect my recent experience of the surgery. I'm  now looking in changing my doctors because of the lack of follow up or indeed responses to my econsults which seem to be ignored. As has my husbands visit to the surgery to enquire as to my referral. The practice will now only deal with calls from Urgent cases as evidenced on the most recent voice message and finally after 30mins waiting by the receptionist. As you've  now removed the econsult  I'm confused how do I access help, i'm not urgent and don't want to take up urgent persons space or time. so I called the surgery waited 30mins, gave my details to the recp. and a few days later recieved a txt advising I would be called by a doctor in a few weeks who will then triage me.?I am I missing something here. I'm being sick and neausious and in pain. I waited months before actually trying the doctor in the hope my symptoms would subside. The most annoying thing is I have private medical insurance which I can not access because I need a GP to refer me. And around we go.....
GP was very helpful, efficient. Practice is very clean. The reception works fine. Booking time was reasonable.
Posted husbands prescription in box  Though I would ask how long before it be done. Waiting by reception door as patient at window.  Was told go wait outside by receptionist very rude. I phone the next day just to ask if it had been done as husband only had couple day tablets left   When they answered phone I asked  could you tell me if prescription has gone over please I was told ask dispensing chemist they will know very rude and abrupt I replied I though I would ask before I go  Well it takes 24 to 48 hours abruptly  so I ended call I myself never go doctors because it’s too stressful asking for appointment and receptionist are so rude   I have been at this surgery for over 30 years never known anything like this before  The job they do they are dealing with patients that are unwell they need to be compassionate  understanding  which they certainly not.
16 days after a routine blood test for a medication review I had to phone up for the results. As it was there appears no need to alter my prescription. Two questions: 1. Should I have been contacted sooner by the practice?  2. Would it not be proper to have a telephone conversation with a doctor to see if my symptoms are the same or have changed?
Thanks to Lilliput Surgery in Poole after my recent experience. I have a BCC on the side of my forehead, which I had been ignoring for some time. I could not ignore it any longer, so took a photo of it and sent it to the surgery. I got a call back from a doctor within 24 hours. He immediately referred me to a dermatologist at Poole Hospital. I got an appointment exactly 2 weeks later, and am now waiting to have it removed.
I completed the on-line form and was called by the GP within 2 hours. She saw me within 30 mins and then referred me under the 2 week rule. I've had my appointment and all is good. Thank you very much
Helpful and friendly service from everyone: receptionists, doctors, nurses. Very efficient service, very accommodating.
Sick of being passed from pillar to post to find out test results. Ring later do an econsult speak to dryburn. Every single person I have spoken too has a different set of rules. I am currently off work losing money as I am self employed and nobody wants to take 5 minutes of there time to help get this sorted. Disgraceful service
Professional and extremely well organised covid vaccines. Felt safe and well looked after thank you to all concerned.
I would like to thank the nursing staff and the volunteers for their politeness and their dedication. A massive thank you to my GP. It’s a excellent surgery.
I have been very happy with the service my daughter and I have received from the practice over the last year. We have used the online form (which I find user-friendly) a few times and have received prompt replies, with what I think has been appropriate action (telephone consultation, in-person appointment or just a reassuring message). I would like to thank the staff, both medical and administrative, for their professional and caring approach during what must be an incredibly stressful time.
I rang over 100 times after 8:00 as they tell you too and they never pick up , I called them later on and they say sorry we don’t have a free space today call at 8:00. So I call the next day again and the same thing the phones are not answered even at 9:00 . I went in to ask for an appointment and they were empty chatting to each other surprised to see me . I asked them for an appointment and they said you can have one for today but not the next day as we only see people on the same day , for an appointment tommorow call after 8:00!!!!The same situation again they don’t pick up and when they do they say call the next day !!!! This practice is not good at all as they have token advantage of covid-19 and shocks be looked into as there are many people who are seeking help amd need to be looked at but this gp doesn’t even bother !!!!!!
This is not a review of the whole practice but the situation I went through made me so upset that I felt I had to point out the irony of it in the open. When I went to the practice for my flu jab I noticed an ad near  reception about an nhs prostate cancer study. After a while I decided to take part in this study and the research team told me that I needed a simple referral email from my GP to be enrolled.  So I contacted the practice only to be told twice by the same gp that I don't need a gp referral to take part in studies and that is 'not a matter for gp referral'. To the practice manager: what's the logic in advertising a medical study at your practice if your GP won't allow patients to take part in this study??? I hope can you fix this.
I been with them over years I find the whole team committed and polite. I will highly likely recommend them to family and friends
Phoned last Friday at 8am for an appointment. Receptionist asked if it was urgent and as my problem is not life threatening I said no.Advised to go on website and request a telephone consultation. Last night I got a text advising I MIGHT get a call on the 18th December. On the website I described my condition ( which included me being in pain ( I know NHS is extremely busy but this is terrible treatment of patients in my opinion)
Since at least July 21 there has been a fault with their phone system…not sequential so you get to position one from 29 and go to position 3….get to one to be cut off. Why has this problem been around so long?Then there is the inefficient processing of prescriptions…sent from pharmacy to sit in a pile for a week to not be processed in a timely way….I have been hours away from running out of medication! Today I was prescribed a medication that they advice against if you have glaucoma...I have glaucoma...thank God I discovered this. I was told by the doctor I could look it up and email him if need be...I can't..the web site says I need to register and I have no email address....so would have to use someone elses.   To phone them back has taken over 90 mins and still no answer.,I am 94...I have never had such a bad service.
Having been recently diagnosed with a cyst in my neck the service and compassion I have received from the practice has been excellent. Yesterday I had to go for my pre-assessment check at the hospital where part of the process is to take some bloods for pathology ahead of my surgery. The hospitals nurse, senior nurse and nurse practitioner/trainer could not get any blood out of me, in the end I was left feeling like a pub dart board. I told them I would go to my local GP and get it done. Now I am needle phobic at the best of times, so the day so far was not leaving me happy. Arrived at the practice, explained what had happened and was immediately ushered in to the nurses room (Cat), and by the time I had started explaining what had happened she had 5 full vials of blood. Less than 30secs. I can't recommend this practice enough for their compassion and professionalism. Thanks Cat and team, really appreciate your help yesterday and putting me at ease. You are a star!
This practice is useless, to put it politely. If you work or commute, you have less than zero chance of getting an appointment as you need to call between 8:30-9:00am to even have a chance. On the off chance, if you do manage to try to call at that time, you can’t get through until you’ve tried to call at least 10 times. Receptionists are just there for the pay check and have no concern for patients. Random call back times are ridiculous for people that are working, especially in customer facing jobs; how am I supposed to answer the phone for my appointment when I’m at work if I have no idea when it will be? Am I supposed to just leave my client to answer the call I didn’t know was coming? I called on Monday, asked if there were any appointments left, I was told no and to call back tomorrow. Tuesday came and I called again to get the same response, so I called back today (Wednesday), but this time I was told they were ‘only taking appointments for emergencies’. Honestly, I’ve been a patient here for about 18 months, and the amount of days they just simply haven’t been taken appointments because something has gone wrong is crazy. Getting an appointment here is impossible.You are literally better off not registering with a GP instead of registering here.
My husband and I had the covid vaccine on Friday.  The whole process was fast, safe and extremely efficient.  May we take this opportunity to thank staff and volunteers for an excellent service. Well done!
I attended Firsway for combined flu/Covid vaccination and it was encouraging and very efficient service.
Phoned surgery mon and asked reception to get doctor to prescribe strong painkiller for back problem ive had for over 2 years. Receptionist said she would get nurse practitioner to ring me. Got call late in afternoon and was informed she would have to check what I was allowed as I'm on other meds. OK it turned out she spoke to pharmacy. Waited all day Tuesday, no call. Rang docs Wed afternoon and asked to see a doc. Was told I they would get another nurse practitioner to ring me back. When she did I said I wanted to see a doctor and was told she had assessed me and I  didn't need to see a doctor...I asked why I couldn't have an appointment and was told again she had assessed me and felt I didn't need to see one. Why can't I decide if I need to see a doctor when did it become impossible to get an appointment. I felt the nurse was very patronising.
I found the e-consult easy to use.Having requested a phone call I was called back within 2 hours.A prompt appointment was made with the Doctor.All in all I was very pleased with the service.
We arrived slightly early, stood in short queue, efficient queuing system, staff asked relevant questions.
I have called the surgery at least ten times since September 2020 but could not even leave a message as the phone queue was full.
Very efficient service. Friendly reassuring staffTexts came through promptly and only had to wait 8 weeks between the 2 jabs!
As a worried mum, I emailed the surgery this afternoon, was given a phone appointment within an hour and the doctor requested to see my daughter face to face. We were seen within 5 minutes and received excellent care. Could not ask for more -  an example of the NHS as it's finest. As a family we have been patients at this practice for over 10 years with them proving care for my elderly mum as well as myself and my children. They consistently provide the highest level of care which we have appreciated so much over the years, as well as today.
I had my Covid booster and Flu vaccination. The process was seamless. I was in and out in 10 minutes. All the staff were welcoming and professional.
Hate to leave a bad review for a GP's surgery but this morning has really got to me. I finally managed to get a F2F with the ANP. 10 mins late and no sign of her. asked the receptionist and was told oh there is problems with the computer and then another receptionist popped with well its only 9.25 - I was  not impressed - if I had turned up 10/15 mins later to an appointment I would not have been seen and been told I was wasting NHS money - it works two ways - NHS are wasting my money!!!
Had GP review appointment the whole process was smooth and efficient.Booking the appointment was straightforward and timely .The appointment went on time . The clinician was professional calm explained the process .Immunisation jabs were done along with blood testsWell run service, thanks to the GP and clinicians in this service for professional care given
Tried five times to speak to receptionist to make a nurse appointment for my 91 year old mother, each time on hold for over 7 minutes and 35 seconds when someone pick up phone and cut me off, Doctor sends notification to make appt yet you cannot get through so tore up the request and sent it back to the doctor in question
Trying to get an appointment is like winning the lottery and when you do get through the receptionists are rude and condescending. Had an appointment at 11:30 and waited, I missed the call that was at 3pm because my daughter was crying and I didn’t hear my phone. so I called back and wasn’t allowed to get back to through to the Dr, was told to call back the next day for another appointment. Did that again to be told off  that I missed the appointment, I explained that I waited until 3. They clearly have forgotten what the point of an appointment is. As I understand that dr run late they need to understand waiting 5 hours there may be a chance you might miss the call. They need to lose the attitude. It’s very poorly run, I put in a request for a letter and it still been two months and I’ve heard nothing ! Lack of doctors and lack of customer service
Excellent service, every one helpful, doctors, nurses, receptionist they try to help in their own ability. Sometime difficult to get Gp appointment but understand, emergency patients get more priority than ongoing health problem, but nurses appointments available even on the day...highly recommend this GP practice
I was treated as an individual , given clear examination Of the process and possible side effects to the vaccine . A  really professional and personable service . Thank you .
It is clearly in my daughter's notes that she is autistic and cannot swallow tablets - yet every time she receives a prescription, they do not specify that they must be in liquid despite having this conversation with her multiple times.Yet again today, the GP promised that the tablets would be dissolvable. At Boots she was told that they were non-dissolvable tablets only.GP advice - crush or chew them with a glass of water! When she asked to speak to the GP again she was told that there is none on site all afternoon!This is now beyond a joke how they treat a vulnerable adult.Avoid this surgery and Baslow Road (main branch). Uncaring, unsympathetic GP team who will not listen or help you.Would leave this practice but unable to find another one taking on new patients.This is why people end up at A&E - just desperate for competent help.Do NOT trust these people with your health. Avoid.
It is absolutely impossible to make an emergency appointment with a doctor here. Stating the obvious, when you are in pain and need a doctor, they will make sure that this is totally impossible. To make an on the day appointment you have to call at 8am and 9/10 times you will not get through and the number will be engaged. By the time you do get through, all appointments will be gone. The only way to get an appointment here is if you are happy to wait 2 weeks. Ultimately, this surgery serves no purpose as they will not get you in if you need medical attention. The reception staff are also extremely rude and do not know what they are doing. I was once on a call with them whereby I believe the lady thought she had put me on hold and I heard her say to her colleague "I have no clue what she's on about." They never know how to deal with any requests and are extremely dismissive and rude. I am so disappointed that there is no other doctor surgery close to me so that I can change because this place really truly is awful. Aside from rude and unhelpful receptionist staff, the doctors are terrible. Both my partner and I have been refused testing/medication as "unecessary" when a second opinion has confirmed that these should have been provided. Absolutely terrible on all accounts.
I am very thankful to be a part of this surgery.  All service is excellent.  The receptionists are empathic, good listeners and provide efficient and swift answers.  The doctors and nurses have all been wonderfully attentive and thorough and have provided great medical input and interventions.  I couldn’t be more grateful to be a part of Cedar’s Surgery.
Great staff and nothing was too much to sort out ...in and out of the practice easily and felt safe. Would recommend if you  can get in
Visited with my mother to receive our flu and covid jabs.A clean and calm environment.Professional and informed staff.Caring staff who are always looking for ways to help and support you.Well organised system.Thank you,every one of you,Hall Green Health doctors, nurses,booking/receptionists & other staff we are lucky to have you.Take care.
I want to say a big thank you because I've been so happy since I moved to your surgery. The receptionists are always friendly and helpful, in person and on the phone, it was a very noticeable change from my previous practice.  The doctors and nurses are all so lovely and I am always impressed by the quality of service and care I get. So, thank you to all of you.
I was listened to, I felt heard. The duty doctor took half an hour with me on the phone to go through all my concerns. As a result, I was referred for X-rays, msk clinic, dermatology, csv and hrt. I can’t begin to tell you how much better I’m feeling now that things are in place towards solutions. From receptionist to doctor, I felt looked after.
I have now had 2 close family members treated poorly by this practice and this has had a detrimental effect on us. We all appreciate the pressures that the NHS are under but everyone has their own difficulties at the moment. Staff at this surgery give the impression that you are being difficult if you cannot take calls from the doctor at specific times. The actual reason is the need to hold onto a job, pay bills and look after a family. Totally unnecessary upset caused to people who rarely go to the doctors and only for genuine illness.
Registered online as soon as I moved to Stockwell. Filled out all the forma and sent via the website. Have never heard back from them. Not even a confirmation email or a letter. Very unprofessional.
I haven't been to the doctors in about 3 years and recently moved to Bury St Edmunds, where I've had to use the service a few times over the last month. This surgery has a great online system to book or explain your issue and they are very quick at getting back to you. The doctors I've seen and been in contact with have been very caring, understanding and actually listen to you. As a fellow NHS worker, I understand the pressures the service is under and truly appreciate how they have treated me. Great experience, thank you.
I rang today regarding an emergency prescription for anti depressants and I was greeted with a very unhelpful and rude receptionist. I had to go through 111 just to get some to tie me over until mine arrived. I've been at my lowest today and just wanted some help.
The nurse who treated my wound was very professional.  She put me at ease and was so lovely.  Thank you
Had to see the nurse for a routine cervical cancer test which is always an uncomfortable procedure. However, I was made to feel so comfortable and relaxed (as much as you can be) which made the procedure much easier and less stressful.The staff were all efficient and kind. I will defiantly recommend this surgery to a friend.
Since my last visit I haven't been able to see Dr at surgery only telephone consultation after hanging on and on telephone to get this far.  Currently needing a review  but would really like to see Dr face to face.
Having been a patient with this practice for 4 years and every visit, whatever the issue has been first class service. The Doctors are brilliant and so are the receptionists & office staff.Very fortunate to have such a wonderful practice
Great service. All the staff are so helpfull and caring. Please keep up the excellent service you all provide... we would be lost without you... thank you so much...
The Reception staff at Heathcote are amazing. They’re so helpful and kind. All The Doctors or Nurses I have seen as well are happy to listen and sort problems quickly. A great practice!
You often hear of unfriendly or unhelpful GP receptionists, but I rang today with an unusual request for shared care with a private consultant, and my query was dealt with efficiently and cheerfully, by someone who clearly really wanted to help.  I had the answer within minutes and clear instructions of what to do next.  Great customer service
I was on holiday in this country and found I had forgotten one of my medications which I need to take twice a day. I called in to a local pharmacy who asked me to phone my own surgery which I did. I spoke to a very helpful receptionist who said she would arrange with a doctor to electronically send a prescription over which happened later that day so I was able to get my medication . I was very impressed with the service I received from WMC so thank you.
It's difficult to get through the reception, let alone a doctor for an appointment. On two occasions, they said they would book an appointment and then didn't follow up with an appointment. When I did get through the doctor, the doctor was dismissive of my problem.
I have received excellent care from various members of the team. Everyone has been efficient and professional as well as warm and caring. I even felt this throughout the pandemic. Thank you for being a great practice for my family over the last 25 years.
I made an appointment no problem I saw my normal Dr very good advice had flu and Covid vaccinations thanks Calcot medical centre.
I cannot fault the quick thinking, professionalism, and all round care I recently received here. After a telephone appointment with a doctor, I was given a face to face appointment the next day for an examination. From that day onwards the upmost was done to ensure I was quickly referred to the nearest hospital with a Gynaecology Oncology dept that was able to see me the soonest. I was very stressed and anxious about surgery but the doctor was so supportive and caring I was able to feel reassured, calm and thoroughly supported, always able to return my calls and make follow up calls after my surgery while I was still under the care of the hospital, which I wholehearted appreciate. I would also like to extent my gratitude to the receptionist staff, who showed great caring and efficiency, especially one who's kind words came at just the right time. Thank you all so very much.
Friendly, approachable, they listen instead of assuming, the only down side, it is really hard to get an appointment,
I’ve been with Tudor Lodge HC for the last 15 years .I’ve only had positive experiences not only with exceptional and experienced doctors and also the lovely and efficient admin /reception staff.The surgery is wonderful and would highly recommend this practice .
I’ve been many times over the years and every time has been first class service from all that work there. Always feel as though in the safest hands. Thank you.
I went to this medical center to pick up some paperwork only to face a miserable looking receptionist. Why are they in these jobs, if they are scared their face will crack if they smiled. It's bad enough feeling ill as well as facing a sour face. It's a long time since I'd been here. Now I see why? On my previous visits I had the same thing, so not much has changed. A little bit of empathy to a patient goes a long way. Back to my paperwork the receptionist couldn't find it. So I had to go back for this paperwork the following day when it was found. But I have to say once you get past the receptionist and irritating  automation service and see a doctor whom are always considerate. They deserve all the credit. They are the people whom make patients feel their self worth. So why is it so hard to see any of them.
Rang ref. Medication and concerns relating to myself. Person rang me and hopefully sorted the problem out
The service they provide over the last year is abysmal. COVID can't be a blanket excuse for all failings and omissions. Operations massively scaled down. You'll get a chance to speak with a receptionist after listening to a very long recorded message but that's it.
After waiting 3 weeks to see a practice nurse I wa told I couldn't have  the blood tests I needed because it was Friday!  Would have been better to give me an appropriate appointment (hopefully not a 3 week wait) and not waste an appointment when so many people are waiting a lo g time for one.
I am very happy with this Surgery. Yes, the surgery is very busy, but I have never felt that this has compromised the level of care I've received. I've always felt listened too and consulted regarding the best possible care. During the pandemic the surgery continued to provide excellent service. I have an elderly father and disabled sister, it was the surgery who contacted us by telephone (on more than one occasion) to give support, advice and to arrange the vaccinations. The Doctors' are brilliant and the reception staff are patient and courteous. Well done!
Having not had to use the surgery for a while until recently, I wanted to provide some positive feedback about my experience. I have spoken to the reception team on several occasions and they have been professional, helpful and always prepared to go the extra mile. On one occasion, I was waiting for my appointment and an older gentleman was in front of me and obviously had several appointments at different places and was confused. The receptionist spent several minutes going through things and reassuring him and chatting to him. She then apologised to me which I said she did not have to do and instead thanked her for her kind, courteous and considerate approach. The medical team I have met with recently have also been excellent and fitted in appointments for me when I was feeling poorly post Covid. I cannot compliment the practice highly enough for their attitude. I have friends who complain about their GP practice and I have to say Wetherby surgery is completely different. Thank you to all the team
Impossible to get an appointment if you work full time because of the insane booking system. Pharmacy closed between one and two on a weekday so those of us that work and need to pick up a 'script can't. Feels as though everything is done on a tick box basis to make sure the practice maintains central funding with a complete lack of care for the individual. Worst practice I have had the misfortune to be registered with.
I have difficulty getting some medications due to a falling out with my previous GP.However since joining CRS they do whatever they can, and judge me on their experiences with me, not what others have said. Even this small thing was enough to make my day. Thank you to the staff at CRS, you are lovely people!
From reception to the nurses doctors super kind and more to the point knowledgeable. Obviously I highly recommend.
I don’t normally have a compliant, but to be left on hold for an hour is unacceptable.  I started the call and there were 5 callers ahead of me.  This came down to no callers ahead of me and I was then left on hold.  What is your policy?
I called at 8.04am to book an appointment for my elderly family member  who is unwell, I was told GP would call. By 2pm hadn't received a call, spoke to receptionist was told she is next in list to be called.Hour later still nothing - called back receptionist answered phone Mid conversation laughing with her collouege unprofessional. No apology was given just kept getting told GP working from home and she will definitely call By 5pm still nothing after numerous calls to chase it. Told them to cancel the appointment will seek advice in out of hours.Absolutely shocking service from park street surgery. No apology given Also filled in econsult for days prior to ringing today and had no response hence booking the phone app today Don’t recommend this surgery at all!!!
I often hear people complaining on national radio and in general about their GP practice. All of the problems are NOT applicable to Connaught Sq Practice. Throughout the pandemic, before and after you are always there for us 7 days a week. My personal experience to date over the years has always been good on all levels.
Having moved from Norfolk, the staff at Newthorpe Medical Centre were quick and helpful getting my medical support needs into place, including those relating to a car accident I had in March 2021.  The whole team are accommodating and only want the best for patients and themselves, so it is easy to work with them for a good outcome.
Having suffered over the weekend I got an appointment on the Monday with a nurse, I was informed that the doctor would contact me later that day. No call received. I called the following day to be told the doctor was very busy and would get back to me. On the 3rd day I called and was told that the doctor was not in but he had tried to phone the previous day and could not contact me.  I had recived no call. I still have had no resolution to my problems and understand why people go directly to A&E. In addition their teleohone system is  aa shambles
I have nothing but good things to say about the surgery :) I have been a patient here for a few years and wanted to praise the doctors/nurses/staff at this surgery as they are nothing but helpful. I have been treated with such compassion and friendliness - wish I could leave a few names but not sure I'm allowed!
Was fine for flu jab but in general can never get through took over a week to get to speak to a doctor extremely disappointing
I have had terribly long waits on the phone to speak to the service team.  To say they are receiving unusual large demand or high number of calls, clearly indicates to me they haven't got enough people on the phones.  I have been to two practices with Modality, and in both cases, even attending the surgery, they only have one person at the Reception desk, and no other support, long queues going out the door in both cases, I waited 15 mins just to get to the front.  Modality just aren't employing sufficient numbers on their services team.  There is only one efficiency here and its not for the patients benefit.  I am very worried at the decline of the GP service access.  No idea how the funding works now its all changed but this is so concerning.  I think Modality are a barrier to access and people's health is going to be seriously affected.  Any metrics for measuring that?
Explained to reception that I had heart surgery 1 year ago and was suffering low blood pressure (100/69), raised pulse (110 to 150)  and difficulty breathing. Told I could have an appointment in 5 weeks or ring every day to try to get an emergency appointment. So I shall contact Harefield and advise my GP practice isn't interested as they have a strict protocol which will be followed. Some (not all) of the receptionists are curt when speaking to patients.
Don't expect to make an appointment with a doctor face to face, it's highly unlikely. They are effectively an overwhelmed call centre."we are experiencing an unprecedented number of calls" has been the standard reply to any complaints since well before the recent pandemic. It has becomes obvious to many who try to use Grosvenor that the system is broken but this appears to be irrelevant.
The nursing team administer my monthly injections with care and compassion, and make this something that fits into my life.
I had a sudden medical problem, phoned the surgery and spoke to a Doctor, who advised me to come to the surgery and have a procedure carried out by one of your nurses.  I then had a consultation with the Doctor who advised further investigations which she kindly arranged.The speed at which I was seen was very much appreciated and both the Doctor and Nurse were extremely kind.
Very difficult to get appointment. Reception staff pleasant and helpful. Nuses are lovely, lead nurse is. fantastic
Visited today for a Covid-19 vaccination.Well organised car park with helpful volunteers directing and giving every vehicle a large laminated windscreen label. When my turn came - within 2 minutes of my allocated time, I was directed to the Health Centre Door. A quick check was done by giving my name. 30 seconds later I was shown to one of the numbered treatment rooms. 2 members of staff were present. A couple of questions, jacket off and upper arm exposed. Vaccination  given and I was away. As I was driving, asked to wait 15 minutes before leaving. Friendly helpful staff and volunteers. Spotless premises and all chair in the waiting room wiped over with disinfectant. A first-class service - Thank you everyone.
The Doctor that I spoke to on the Phone was very knowledgeablehelpful explaining my problems and their solutions in the way you would expect
I have been with the practice my whole life and I can honestly say they are always super friendly and attentive. I’m loving the online booking system as it stops the 08:00 race to get through to book an appointment by phone!  My online questions are always responded to within an hour of submitting. Really great practice, keep up the good work
The receptionist was extremely rude at 16.20 today 21/12/22. I urgently need a Mat1B form for my employer as I am 25 weeks pregnant. I’ve  Requested this from the midwife and the GP and both are being completely non-responsive and transferring responsibility. Due to their negligence I am now under extreme stress as a pregnant woman. This is completely unacceptable and disappointing. I’m struggling to understand why you employ receptionists who cause disruptions and complications to customers who are already facing serious health problems .
I thought the surgery was good, but since the pandemic I've nothing to say other than great things about De Beauvoir. I've found the surgery more accessible with the triage arrangement and I have always received an appointment when needed; Mainly over the phone and then in person when necessary. Everyone there has been highly professional and always spoken with me respectfully and kindly. The links with local pharmacies and hospitals have worked well too, and have chased up results on my behalf. They've helped me to work out what's going on and given me the right Info to make positive decisions about my health and well being. Thank you!
I have recently visited Huntingdon Road surgery for my first covid 19 vaccine and was incredibly impressed with how efficient the appointment was from booking, arrival and vaccination with staff. Everyone at the practice deserves real praise for putting together a safe and friendly environment, well done all in rolling out this excellent service.
I called to book a GP appointment and was put with a nurse who told me she couldn't help me and to call back. I called back to book another GP appointment and was given a same day appointment as I have a serious issue which needs checked. The receptionist called me 20 minutes before the appointment time to advise not to attend as they had given my appointment to someone else with a higher priority. I am unwell and I also needed to see a Doctor. I was then told to call back to book another appointment. This service is appalling!
Used e-consult and was amazed at the service. Great helpful staff. I'd say the negative reviews on this surgery or others for that matter are made from ignorance with no understanding of the day to day services provided. Well done Hood Manor staff, stay safe and thank you for all you do.
I have received a message about needing a flu shot and a follow up complaining that I still have not had one. The message claims that they have a website that allows booking online but does not specify the Url.Searching the web it is possible to find a Url which offers a button to book an appointment, but clicking that leads to a text box explaining that most likely I should select an eConsult, but for some special things use the NHS app. Obviously I don’t need a consultation for a flu shot, but flu shots are not listed as a reason to use the NHS app.This means a phone call whereupon you have to wait for several minutes of explanations of why you should not waste your GP’s time by trying yo phone them, But if you are persistent you can get to an announcement that you are between 7th and 10th in the queue, and since they don’t have many people answering calls (I'm assuming at least one but it’s hard to be sure) this is an all day effort and most people can’t waste all day.This practice is utterly useless and I wonder how much of our NHS money is being wasted on a non-functional GP surgery ?
What an amazing team of doctors, they are, very efficient and very friendly doctors and administrative staffs, who are really willing to help their patients.
Doctors are very pleasant IF you can get to see them or even speak to them on the telephone!This afternoon (1st Sept) I sat on the phone for 30 mins before my call was answered and then could not book a telephone call, as requested, with my doctor until Sept 20th
After being bounced out of the online system because my last positive covid test was less than 10 days ago, I was forced to call 111(which was daft because it wasn’t covid related) who after 2 consultations couldn’t help me anyway and told me to call the surgery directly - got through pretty swiftly and spoke to a lovely lady on reception who dealt with my issue swiftly and professionally and my prescription was waiting for me at the local pharmacy shortly after! Given the rubbish circumstances I wanted the team to know they are doing a fab job and have been there for me and my little boy whenever we have needed them (Not to mention the amazing Practice Manager who managed to squeeze me in between lockdowns so I could get my adoption medical completed in order to be approved in time for my little man who has been home since last April!)
I cannot praise the Surgery enough. The staff and GPs have been so helpful and polite. The receptionist have always been  able to assist me
Absolutely dreadful service. Receptionists are simply awful. They don’t listen properly Long wait to get an appointment to speak to a doctor and there were long waits to see a doctor even before Covid. Most of the Doctors are great if you can get an appointment with one. I’m not dead yet.
Phoned on a busy Monday morning for an appointment, was triaged and had a phone appointment with a GP the same day. In addition to that I had a face to face appointment just 30 minutes later....and all in the midst of the latest Omicron surge!
I was sent a call in letter. I could not get through on the phone but my email was answered by telephone within 24 hours, and earlier in the day a booking spot for my need became available on the Patient Access platform. That is reasonable service from the practice. Thank you!
My wife booked an appointment, without giving any notice the staff is simply cancelling the appointments. Worst customer service we ever seen
My daughter needed a form filled in to confirm that she had had all her vaccinations, in order, ironically, to go to university to train to be a doctor. Gravesend Medical Centre charged her £50 for this! Another local doctor confirmed the cost would probably be nothing as it was a simple form... Service overall was appalling and one of the staff members on reception quite rude. My family and I will be leaving this practice as soon as possible
I just want to say thank you to the staff and volunteers who organised everything so well on the four occasions that my wife annd I attended to be vaccinated. Great job - cheerful, patient, efficient - effective and so hard working.
All through the pandemic, they have not seen me or any of my family once. Even when It’s been really serious things. We’ve ended up having to do through to whitehaven hospital for things that our own doctors should be seeing us for. They either don’t bother phoning you back, and just send you an email or a text guessing what is wrong with you, or just fob you off on the phone saying to just take some medication without seeing you. Going to switch doctors would not recommend to anyone !
After my visit today, I have the following points to make:  A Nurse on her week off had offered to come in to assist vaccinate the local Care Home Staff (a chance conversation yielded this fact).  My telephone appointment (which I booked online) led to a physical appointment the same day - the Doctor I saw was caring, compassionate and fully took on board my medical history/issues and prescribed medication.  Even though I had not mentioned a second issue when booking, the Doctor took the time to listen to me , gave advice and even followed up with an SMS with an exercise leaflet.  Overall it was a 5 * contact from beginning to end.  The Doctors and Nurses are human, doing a superhuman job - we need to remember how grateful we all were (remember clapping every week?) Take a step back from our criticism, yes it is a different system than pre Covid, but if we didn't have the NHS, where would we all be?  I can't afford to pay for private care... can you? This surgery (Doctors, Nurses and HCAs') have looked after my family members, from birth to end of life and they have nothing but my admiration.  They looked after my failing mother and father to the end of their days, for which I am grateful.  Thank you to ALL that work there.
Had an appointments the other week with a pa... (cant remember the name but not a doctor) and the new young lady I saw was so lovely and understandin. Realy felt lisened to without rushing me out of the room even with all my problms .will defintly be bookin with her agen!
I have been a patient here for a number of years and every time I need to contact the surgery for the Nurse or Doctor I have had a very good experience indeed. Receptionists, Doctors and Nurses are friendly and efficient. I have never had to wait long for an appointment, very often on the same day. Every year the NHS survey gives a very high score and that is absolutely well deserved. Thanks to all for a great service.Keith Kilby
I booked in to my appointment via the log in system. I only waited 1 min before being called. The nurse was personable and chatty relaxing my nerves. I left after the appointment finished, a maximum of 10 mins.
Flu jab.                TickBooster vaccine: TickIn these difficult times, Both achieved with the minimum fuss, we say a Big Thank You to you all
Nurses have been brilliant,one in particular, really helpful and understanding, easy to talk to and very friendly,even though I've phoned multiple times I've never been made to feel I'm a nuisance, nurses are always patient and listen to my problems, they always  explain the treatment they are proposing . I'm very happy with the service and am grateful for the excellent care I've received .
Since joining kingsclere practice I have found all the staff are lovely and welcoming and helpful and nothing is too much trouble, such a lovely team of people.
I have tried to contact the reception on numurous occasions today. The amount of times I have spent 25 + minutes on the phone is unbeliveable. it appears reception is not answering the phone and leaving patients to wait for an unacceptable amont of time. This shows a terrible lack of care in relatio to patients. It's shocking!
The rudeness of the reception staff is beyond belief. The lack of communication between medical and reception means that their system will not support a request from the doctor for a follow up appointment, therefore any instruction from the doctor to make a new appointment is entirely meaningless as the system will not accept appopintments for a month or more in the future and the reception ALWAYS refuse an earlier appointment on the basis of one not being available......Catch 22
Been trying for day appointment for over a week as other appointments are over a months away as confirmed by reception. Advised to call at 8.30am. Attempted to call at 8.30 am for past week. Shockingly there is a 2minute window to get through and it doesn't help but the fact there are pre recorded messages before you speak to someone not to mention a queue. On more than 4 days timed at 8.33, 8.34, 8.31 and 8.32am was told that queue is full call back later by 8.36am told all appointments full and try again tomorrow.  This ridiculous window for patients requiring appointments is Shockingly disgusting, unprofessional and clearly outrageous. I cannot believe my taxes are funding this service which is lacking in compassion, conscience and mercy especially for vulnerable patients. God help us all.
Trying to book an appointment to have some moles checked. Sadly very disappointed with the attitude of the receptionists, last week. All they could offer was a phone call with the practise nurse?!? I need to see my GP in person, obviously. No empathy from the receptionists, I am not doing this for fun. I am very disappointed. I have always praised this practise. Not now - my life being put at risk is very concerning.
Immediate referral for cancer and am now clear. I know I can go back to see them if I need to at any time. I visit the practice with my husband on his behalf more frequently and have always been happy with the service received.
Had bizzare experience with this practice, it is impossible to book an appointment with them, they just don't accept seeing you. I have tried to book an appointment for several years and never had one. They only do "same day appointments" since covid, and don't book in advance. And apparently my condition is not serious enough for a same day appointment so it's impossible to see a GP. I had to go private to get treatment as I was feeling very poorly (diagnosed with secondary hypogonadism), spent thousands of pounds. Private doctor that examined me and prescribed medicine tried contacting my surgery to arrange once-twice per year blood tests, GP surgery hung up on him several times. He wrote a letter which was obviously ignored too. I am trying for about a year to get a GP appointment to discuss the outcome of my private doctors visit and further treatment and it's impossible to book an appointment, receptionists just say no and hang up.I now have ear infection for almost 2 months that does not go away, I am trying to get an appointment and they wont book me in either, they are saying that since I do not have fever it is not urgent enough, told me to speak to Livi Dr multiple times, I spoke to Livi GP twice, both times was told to book a physical exam, Livi GP assured that they leave notes for my GP practice to see, called up to book a GP visit, receptionists keep saying its not urgent enough???Absolutely bizzare
Once we were seen, the practitioner took the time with my son, was very thorough and the appointment was not rushed.
I can not fault Belmont medical centre I have contacted the surgery numerous times over the last several months for my daughter The staff have been very supportive and one doctor in particular has been working closely with my 4 year old daughter, so she can gain the confidence of going to the Doctors and allowing them to diagnose her illness
I made an enquiry of symptoms on line and had a telephone call from my GP early the next morning. After a short conversation finding out more details the doctor arranged a blood test for a few days later and I felt very reassured by his manner that he would get to the root cause.  Total satisfaction.
1. The phone is permanently switched off.2. If you turn up, the staff finds excuses why nothing has been done. 3. Almost impossible to see a doctor in oerff so on. 4. The online form does not have all options.
Takes an age to get through and if you are unlucky enough to call after 8am you are just told to call back the following morning. Receptionist Staff are extremely hostile "due to Covid" and even if you know you need a face to face appointment you still have to call at 8am to get a telephone appointment to ask for a face to face. Talk about wasting resources! Deeply unhappy and moving elsewhere.
Cannot walk in to make an appointment how ridiculous.you either have to make an e-consult which 9/10 gets sent back as they changed it from doing it the night before you needed an appointment to doing on the day so you have to do it 3+ times instead of once which takes ages.If you call in your In a que for at least half an hour then you could get cut off and start again.We need to be able to get an appointment at the desk how on earth do the elderly get an appointment if they struggle to use the phone and can’t get online I’ll never know, a ridiculous system.
The Emergency Practitioner i saw today was amazing. He was very reassuring and put me at ease straight away. He reminded me of everything that makes our NHS so great. He was the embodiment of what someone working in our healthcare should look like. I could see that this was his vocation and calling to look after and care for others. Thank you for such a positive experience at Mandeville today.
I have called the surgery regarding a prescription and the receptionist who answered was very rude and bang the phone whist I was still speaking to her. The GP’s are proactive in responding to patients concerns in a timely manner. Letters posted to GP go missing again breach of Confidentiality under GDPR.  Patients cannot have a discussion with the receptionist as they ave no time to listen to the concerns. Receptionist judges the patients and five their opinion without listening fully to the patients
Myself and my two daughters have been registered with this practice for about 20 years. Im so lucky to have such a great GP who has always been so supportive, kind and has time for me and my family.Nothing is to much trouble for him and is genuinely such a caring person.
I got an appointment with a doctor after more than 15 days without any time details as when during the day should I be expecting a call. I called up the reception and was informed that as doctors are working remotely, we can not confirm the expected time and if you miss the call, you would have to raise a new consultation. I feel this is a really difficult process as you don't know when you would get the call from your doctor and if you miss the call, you have to raise a new consultation and not sure even then.
After the recent pandemic it was great to have a face to face appointment with the doctor. Credit where credit is due, went to room 5, thorough examination, explanation and advice , referred for further tests, friendly experience
You either phone at 8am or 2pm. That's it, those are your options for seeing a doctor.The only way I ever got to speak to a doctor at this practice was because 111 told me they had to get me one in under 2 hours for the symptoms I was experiencing.You have no other options, that's it. Every time I called, the phone just dropped my call and when I did get through 20+ minutes later, there were no appointments left.There is no waiting queue because I couldn't get in one.
My family has received such caring, supportive assistance from the doctors and most importantly the reception/administrative staff at the surgery. We are so very grateful for the time, understanding, empathy and care given to us at what has been a difficult period for our family. A massive thank you to all the competent, professional staff at the surgery, you are a credit to your respective professions.
Thank you for our thorough appointment with the GP for my son earlier today. Very clear communication and we felt well listened to.
I emailed about a worsening trigger finger, got a call the next morning and had an injection that afternoon. Now, a few months on it is completely better. Brilliant!
I was offered a telephone appointment which covered a 4 hour time slot and I felt there was no other option than to accept this. It is very difficult to be in a position to take a call where I wanted to discuss personal matters when I didn't know when the call would be  in the 4 hour time slot. This made it quite stressful. When I did get the call the nurse seemed to be in a rush and wanted to keep the call as short as possible. I felt like she didn't want to listen to my concerns and the call ended without me having satisfactory advice that I feel I needed. The issues I have are with the appointment offered and the attitude of the nurse. Please note I was very happy with the service from the receptionist.
Our family has been registered with the practice for several years. It is by far the best GP practice I've ever been registered with. The GPs and most other staff are superb - professional, personable and caring. With two young children, we occasionally need "appointments on the day". This has always been accommodated. My wife and I are very grateful to the practice.
I called this afternoon ( 15.11.22 ) and I was dealt with swiftly and courteously, from the receptionist to the prescription team and the duty doctor. Can not fault the entire team and I'm hugely greatful to you all. Many thanks !
In ever so please with the staff at the surgery, all the girls at the reception, the nurse....What I'm not please about is the way the booking system works, I moved from another GP last year before covid and can't understand why like in any other GP, I have been registered before, you can not book future appointments for when is available, you have to call on Monday for appointments for the next Monday only and so on ...so it is not up to the speed of today's life demands or the level other  practices offer
I asked for a sick note. It took over a week with no one getting back to me. Each time I called, the receptionist keep telling me its not been done. Cant even get to speak to a doctor. I was pregnant and was feeling nauseous and weak. The receptionist are not friendly and helpful.
I brought my 3 year old grandson for his flu and pre-school injections. The 2 nurses who administered his injections were absolutely fantastic. The friendly, calming and playful way in which his injections were administered were brilliant. Not one tear and we actually left smiling! Well done and thankyou to these 2 nurses - you were brilliant x
Had an econsult doctor replied same day and made various appointments for tests blood .urine etc which all came back satisfactory.
Had to get a letter from GP stating fitness to drive as over 80 and needed to hire a car. Letter at reception but had to pay £40 for two letters for myself and husband. Could not pay by card, had to pay direct to bank or by cheque, fortunately had chequebook. Paid but not allowed to take letter until cheque cleared. So two visits to surgery just for two letters. Receptionist v. pleasant and apologetic. However a waste of her time and mine.
Very professional practice offering good advice and understanding of patient requirements. Had numerous telephone appointments and face to face
Been on the the phone for half an hour still no answer your not even open to the public and this regarding my young son!
I was wanting one hour on the phone .then decided to go at the gp center once there while still on the phone I asked the lady in the desk about an appointment she said they can't give me an appointment and I don't understand why I can't get my own results which I consider it personal why the doctor doesn't share the result with me as far as concern that mynbody my blood my results
Hello all,I want to thank the receptionist staff for responding to my Patches requests so swiftly and arranging callbacks with the GPs.  I've had to contact the surgery every week over the past 4 to 5 weeks and in the main, everything has been responded to so swiftly.I also want to express gratitude to all of the GPs who I have spoken with, seen me and updated me on my test outcomes, to help address and advise me on my health concerns.  The turnaround in services with the NHS have been phenomenal and I've not been left waiting or uninformed about what is happening which has greatly helped to reduce the anxieties I've had the past couple of months.I am feeling a whole lot better than I have in a while and feel that the service I have received overall, has contributed to this improvement.  A big thank you to you Tynemouth Road Medical Practice.
Received an online booking for doctor's appointment which happened to be 2 weeks from asking for it.The appointment stated clearly that it will be in the afternoon.A doctor chose to ring in the morning and I was not available.I had to wait all afternoon without any contact. I rang in the evening of this day and I was told that I had to wait another 2 weeks for another appointment.The total waiting time in this case is a whole month.I would consider this as an insult to patients and disappointing action coming from this surgery
I have a been diagnosed with a slipped disc and double sciatica. I needed to speak to a Dr about my ongoing medication, specifically how to cut down, and a concern about how long I have been on opiates.  The receptionist wouldn't let me speak to anyone until the next "standard" app slot, in a month. Even though the Dr dealing with my case had suggested I get it reviewed at this time. The receptionist was short, curt and seemed in a rush to get me off the phone. I am surprised she didn't simply hang up the phone when she had booked the app, I told them I needed repeat medication and fitness to work note to get me through for the month, and she became more clearly frustrated and short with. Overall I have came away feeling stressed, anxious, a little tearful and unsure on what to do next. Which is a real shame as I know from first hand experience that the surgery has many brilliant receptionists, who are usually happy to help and will discuss with me my needs, and look up my details to get an understanding of the what the ongoing issues are.
Impossible to get an appointment, a prescription or any other service. The website is about as useful as a chocolate teapot, you are referred elsewhere at every opportunity or cut off by the telephone system after hours of waiting. Used 111, NHS app and even emailing the practice to get a medication review but to no avail, in the end it was quicker to change surgery. If you are sick this is not the place you want to be registered!
The GP I see cares greatly about my wellbeing and overall physical and mental health. He takes his time and is thorough, friendly and highly professional.
Extremely rude locum doctor slammed the phone down whilst I was talking, will do absolutely nothing to help my 5 month old baby, been with the surgery for 10 years never seen such professionals there. Moving to a new SURGERY!!!
I just find it so difficult to make appointments with the surgery. As a mum of two small children, trying to call at 8am on school run is nearly impossible. No one answers half the time anyway. I cannot book a routine appointment online. The service never seems to work for myself, and I cannot book for my kids. I was told by a receptionist to go to the front reception desk to ensure I get an appointment at 8 am. My child starts at 8:30, so again on a school run this is very difficult. Even during the day, I have tried to call Tamworth for my daughters MMR booster jab, which they text me about. I cannot get through for the life of me. Honestly, it's ridiculous. I have had issues previously with this GP pre-pandemic and now it's become even worse. It just feels like they just do not care about their patients.
I thought the pandemic was over. It is do difficult to an appointment and when you do  its weeks away. Tried to make an appoint, was told I would get a call from the receptionist, Didnt. Let's get back to how we used to fo it eh!!!
As I have said before you get polite kind very top service  from all the staff and excellent  care from the Doctors Okay
Whilst I understand you are busy I tried calling five times for an appointment this morning, three times I got the engaged tone and an additional twice I got through for the phone to ring and ring then eventually cut off, this has happened before to me.  I have an online account  but aren't able to book an appointment over the next few days using this either.  What are the plans for the future as all I seem to see are messages saying how busy you are, it's frustrating that I pay into a service which is so difficult to access
Very efficient and friendly staff unlike Maida Vale Medical Centre where the lady kept on telling me i had come at a bad time and she wasnt helpful at all. I then went to Randolph Surgery to register and i had a very pleasant experience
As everyone is aware, Covid-19 has resulted in major changes everywhere and we’ve had to adapt to them.Notably the surgery has gone online: the experience, initially daunting, was pain free. From requesting an appointment to see the doctor, I was contacted, via phone, the same day after a few hours.Recently had a blood test, again I got a text message and excellent feed back on the phone. So out of 5 star rating, I will give a 6.
The worst practice I have ever known in Over 70 years.Poor reception staff with a lack of knowledge.Rude telephone personnel with poor customer skills.The best doctors have retired or left.Senior clerical staff who haven’t a clue in patient skills
I attended the surgery for an appointment this morning. This was arranged yesterday during a phone consultation with the GP (due to Covid rules). The GP explained that he would have a medical student with him and would I be happy to also be seen by him which I said I was. When I arrived at the surgery I had an initial consultation with the student who was both thorough and considerate in his questions. He then explained that the GP would join us for the examination. I had an excellent standard of care and felt very reassured by the consultation. I'm conscious that these are very difficult times, especially for the medical profession, but was impressed that Burford Surgery have maintained the high standards of patient care that they consistently demonstrated pre-pandemic.
I had a phone call about my COVID 19 VACCINATION .I now had my second VACCINATION.Thank you ALL your a Great Time..
Truly outstanding, thank you all for your hard work and dedication to you patients, especially during the most challenging of times.The most amazing Practice.Thank you
Angry and frustrated are an understatement. X-Ray on right knee as it is very painful. I have to wear a brace on it for a majority of the time. It's been like this for a considerable amount of time. Result: No further action required. By text. Really! That's it, no follow up as to what might be causing this? So, the pain i am enduring is a natural thing, and nothing to worry about? I'm done with Oaklands. This is the second time i've been told no further action. The last one was for drop foot which materialised after a back injury. No advice, nothing. I had to deal with it myself, the same as i'm going to have to do with this knee problem. Thanks for nothing Oaklands!!
Have been registered with this practice since 2019. Every experience I have with the practice is always good Dr's are attentive and always look for the best outcome for my medical needs. They go above and beyond referring me to all the nessasary specialists to get to the route of the problem. I'm very happy with my choice in gp.
Great staff and very friendly, the staff are very easy to talk to and they keep me up-to-date regarding my health problems
This practice has been very efficient organising vaccinations for covid, flu and pneumonia. I was offered appointments as soon as vaccines became available and had my vaccinations very promptly without having to wait. Staff were always friendly and helpful. I was very impressed.
I have been a patient at this surgery for many years although I have never needed their resources but when I did they were professional and extremely helpful. From the doctors to the fabulous admin staff who have done their upmost and gone above and beyond
Pleasant receptionist, only a short wait with display board telling me when the nurse practitioner was ready to see me and where to go. She knew exactly who I was and why I'd come. She helped sort my problem and was so warm and friendly,I felt very blessed.
- A consultant rang me on the telephone about my Pharyngeal Pouch operation pending. He spent considerable time in explaining understandably why he felt I should not go ahead with the op.  - Recent experiences with my G.P. at Speedwell surgery have been enlightening as he telephones me as arranged. He is clear and informatively sympathetic with a good 'bed side manner' never seeming rushed.  - Recent hospital appointments have incurred little waiting time- indeed in one I was seen before my stated time by another consultant with a good sense of humour and very informative and efficient.
From an initial online summary of my symptoms etc to being given a f 2 f appointment and a subsequent referral; the process from GP to testing, analysis and treatment has been exemplary.The HPGP is a role model for professional and speedy response for our Community. The links and services between our GP practice and the various secondary care units is both seamless with excellent communication throughout. Under the (still) current difficulties we are very fortunate to have such a first class Practice.Thank you.
This is a good surgery. The clinicians are good. The surgery is spacious and clean. It's relatively easy to get a telephone appointment. Getting a prescription is not too tricky. Overall very good.
I felt comfortable and I felt I was able to express my feelings freely. The doctor was very helpful and aided me well.
I phoned the mpa service in the morning for my 5week old son and was phoned back promptly by the doctor at St marys strood. He asked me to come see him in his break at 11am. Was seen 30minutes late due to receptionist not notifying the Dr I was there. The Dr was amazing and carried out a thorough examination, explaining everything he was doing along the way. He was very reassuring and put my mind at rest. I felt like he really listened and really cared. This is not my local drs but I would definitely go to this one again if given the option.
The doctor spoke to me in a very professional manner and all my questions were answered. If was a phone call but it felt like I was sat next to him. My medication was sorted very quickly and explained about everything. Thanks
Rang in the morning, got an appointment with a nurse in the afternoon, who then referred me to a specialist who cleaned my ear the same afternoon an hour later
15 days from submitting an online request for appointment to getting a doctors call. Impossible to see anyone. They are still living in the lockdown era. Some doctors there show little interest in you or have any time for you. So disappointed how this practice has declined over the years. Been with them 25 years plus but now moving... Sad but not prepared to accept the status quo.
I attended the COVID vaccination clinic this morning and was very impressed with how it was set up. Very efficient, quick turn around, lovely staff. An altogether positive experience.
Sadly there has been much criticism of the lack of face to face meetings at GP surgeries nationwide and criticism of telephone appointments. I would like to report very positively about my asthma review with nurse Nicola Stokes on Monday 11.10.21 which was meant to start at 5pm. Nurse Stokes called at exactly 5pm and we had a conversation about my condition, which was very rewarding, informative and I definitely felt that with her support I was going in the right direction. It was good to hear the comments of a very knowledgeable practitioner, whom I felt really at ease and confident with and someone who really understood my situation. The telephone appointment worked really well for me and I will continue to sing its praise, despite the criticism in the media.I cannot praise her enough nor the excellent staff in a top class surgery - I am rather ‘white coat syndrome man, but I am very comfortable at Houghton Close Surgery, where I have been a patient for a relatively short period of time.Congratulations and thank you for a superb GP practice.Richard Walker
In the last ten days, I’ve received reassurance, kindness and very good care from members of the team -  GP for a phone consultation and practice nurse for a surgery visit - for a long-standing lung condition which flared up and made me very unwell. All necessary medication had been supplied prior to lockdown in March 2020 and I know that follow up monitoring will be available when necessary. Being small and local, Beeches Surgery remains  a traditional practice  with traditional values - I’ve been a patient for forty plus years and feel very fortunate - it’s hard to imagine life without it.
I’ve been a patient at this surgery for around 20 years, it’s slowly gone down hill since several Drs have left. Firstly I’ve never come across such rude receptionists, firstly questioning why my husband has run out of migraine medication and that he should make sure he has enough and why can’t he go to the chemist and get something, stated that him having a horrendous migraine didn’t warrant a call back from a GP, when did the reception staff become Drs? Then when I brought my son for an appointment, the receptionist was holding the door open for me, she quickly become impatient whilst I was sanitising my hands before entering and said can you come in, I can’t keep holding the door. There are 2 receptionists that are very pleasant and are willing to help the others require training i how to speak and liaise with patients. Sadly the majority of Drs apart from 2 are just awful and I don’t feel safe with the treatment or advice they provide, one dr didn’t want to see my 4 month old son who had a new lump appear on his soft spot, just said if becomes unwell with it too ring again, other Drs haven’t bothered calling back when being on the duty Drs list. Whilst I know the surgery is under pressure due to Covid, the same as any other surgery and hospital, however Addington road surgery been absolutely appalling during the pandemic. I don’t feel they are providing a safe service to their patients. I have now registered with a new a GP.
The staff are so polite and kind, always ready to go above and beyond to try and help with appointment bookings and chasing referrals for me. All of the Doctors are very thorough in their consultations with me, making sure I receive the best care. They are very respectful and professional at all times. A special shout out has to go to the Practice Manager is very attentive too, as you can see that she works very hard and is very knowledgeable on the NHS - she was happy to answer all of my questions.
I called on Monday to get my blood test results and was told it had to be relayed by a doctor during an appointment. They said he will call you sometime on Wednesday (no time can be given-whenever he likes I was told). I waited with the phone by my side the entire day. I see they called and rang for 4 seconds and when I answered it thru hung up. I called the practice back and they said it will now be Monday. I explained I just missed a call at around 5. She said he will call you back tonight. Again, I wait with the phone by my side everywhere I went. I waited up until 8:05pm as I was told it could be anytime until 8pm. They are very badly organised don't have even basic customer service and useless by all accounts. I've been stressed and anxious all day for nothing and all it took was a quick phone call to discuss my blood test results. I'm going to change GP.
I have been with this surgery for years and since they have moved from Gloucester City Health to Severnside Medical practice it is nearly impossible to get through on the phone to them! 35 min wait today to speak to an unfriendly receptionist.  When you go in the office no one is on the phone either!   They had a link online that you could ask a question instead of calling but have removed this as well now.  Such a shame as all the GP's in this surgery are fantastic!!
Repeatedly get fobbed off and not taken seriously. Rude inconsiderate doctors who don't seem to care about the impact of their decision on people's lives.
SVC has always been excellent; caring efficient staff, always respond quickly & rung back/seen asap even in the middle of a global pandemic. Today I had my 1st AZ jab; amazing! Extremely well organised, quick, efficient, literally the jab itself took a few seconds. Given full information, treated as ever with warmth & care from excellent staff, all questions answered. Wasn't expecting to be seen so soon and at local surgery too so no worries about travelling - we don't have transport & didn't want to ahave to use buses at the moment due to infection risk. SVC are wonderful, even though m/b under great pressure in these awful times, greatly appreciated.Have told our helpful local MP the same as discussing the pandemic/health issues locally.Thank you once again for all you do; take care & stay safe.(Linda) Marie Critchley, New Mills
All very straightforward and I'm grateful for the quick response to my urgent request.  Overall response time from initial call to appointment was under an hour - very impressive ! Wait time in surgery was minimal - 5 or so minutes.   I saw a nurse and GP who were both quick to reassure me that I actually had nothing worry about in respect of my specific concern. Overall a very good service. Thank you.
The Doctors and nurses are really helpful and caring but the receptionists not as much recently I broke some bones in my foot and was told by a local chemist who was concerned to go to this surgery and asked to see either a GP or nurse I explained to the receptionist what had happened, but I couldn’t get an appointment that afternoon the receptionist advised me to either come back in an hour or she could arrange a telephone appointment I said neither would work as I didn’t want to walk on the affected foot etc. In the end I went home in tears as I was in pain. The next morning I went to the local walk in centre.
Excellent care and referrals made have been so efficient for both shoulder and nose problems Doctors always show a caring and professional manner
Whenever I have to visit the surgery the staff treat you with kindness and consideration and no request seems too much trouble for them.
.Nice reception staff and very little waiting. Not easy entrance for disabled people but the dr escorted me out at end of a very thorough consultation.
I have been a patient with the Chesser Surgery for more than twenty years and very much appreciated the care with the same GP throughout this period. Although my doctor retired recently the high quality of care has been continuous as always.  When I was ill recently I received excellent treatment, although appointments are by telephone I was treated with great personal kindness and excellent professional care. Considering how difficult the present situation is doctors, reception staff and practice managers are coping wonderfully and their performance is truly outstanding.Daisy Abey
Constant phone engaged when ringing it. Tried constantly for over an hour. Under dermatology and told can get repeated prescription from my own doctors then to discover they havnt sent any notes thro yet again to my doctors so cannot get prescription from them. Tried ringing ironstone centre to it been constantly engaged. I need my medication. it’s a joke
West hoe surgery I find always vary helpful I can always get an appointment and also get my prescriptions when I need them. Vary happy with surgery and feel lucky.
I just wanted to praise the receptionists in particular who have the patience of saints! A lot of people seem to have no regard for how busy the practice is and the pressures that everyone has been working under. It would be nice if more visitors to the surgery could appreciate this - and the fact that the receptionists are unfailingly polite, helpful and patient, especially when dealing with some very frustrating people and situations! Please know that this doesn’t go unnoticed and that some of us are very grateful for what you do each day.
Such a deterioration in this practice , poor information on referrals so that hospital rejects , no communication to patients when this happens , patient has to constantly chase booked telephone appointments regularly do not happen . Never a GP available always away
I completely disagree with the review titled 'Great gps awful receptionists' of January 2022.  That is most certainly NOT my experience.  I've always found reception staff perfectly friendly, professional and helpful.  I am very sorry to read of these important members of the surgery's staff in these terms.
Booked on-line to see GP. No problem as I was not urgent.Reception and time to see GP was as I booked.Problems sorted with a smile. Well done Wessex Road.
Was very happy with the treatment received at the surgery today the nurse and the doctor were very knowledgeable I was treated with the upmost respect
Staff are very helpful and will always try to find the best possible way of helping you. They will recommend a variety of different ways to help you and let you decide which option is best for you
A great group of volunteers. Well organized, accessible and good fast visit for vaccination visit - Well done to al those involved.
To get an appointment, you need to ring at 8:15, but when doing so I have had to ring around 20 times each time before someone picks up. I understand this practice may be overrun, but I still feel that my needs have been neglected. When phoning up a few weeks ago for an appointment with my doctor, I was only allowed to speak to a clinician who said they would refer me to the mental health team, yet I never heard anything. It took an a&e trip to get any form of service, and even after that and after explaining that counselling would be beneficial, I was referred to the wrong place (a crisis line) when i was told it would be counselling. When attempting to get my medication in the past, I was not allowed to go through the NHS app when ordering my prescription, yet when ringing I was interrupted many times by the reception team as they told me to order my prescription online even though I could not do so because I have to speak to a doctor first every time. It has led to me being without my medication for over a week multiple times, causing awful side effects. When I attempted to see a doctor due to having tonsillitis, I was told that it would actually be easier for me to phone 111 and go to a&e just for some antibiotics, rather than get an appointment with a practitioner. I changed to this GP when moving to Huddersfield for university in September and it has been disappointing from the start. I now feel the need to change to another service much further away so that my needs can hopefully be met.
Frist thing that I am disappointed with this surgery is the receptionist service.  I have already spoken with few of them and they all seems to be very unhelpful, unfriendly and rude.  Most of the time they hang up on you before finishing. This surgery appointment systems is the worst service I have ever experienced. For their routine appointments you have to phone on the same day and you cannot book in advance because in my pervious surgery only emergency was on the day but for routine you can book in advance.It is very difficult to get through on the phone and the line is either engage. All Doctors and nurses are very good but to go through them, you will experience the worst receptionist experience.  Very disappointing and upsetting. Because of that I would not recommend this surgery to anyone,  especially to person whose English is not their first language because the receptionist is not good listener and unfriendly.
I have been trying to get an appointment for quite a serious matter for 3 months. I finally managed to get an appointment which got cancelled 30 minutes before being seen due to not having a nurse. This was rescheduled for 2 weeks later to see the doctor to then be cancelled again a day before being seen due to no longer having that doctor. I was told to call back daily due to them working on a day to day basis which is not possible for me as I work full time. This can cause serious long term problems for people if they are not able to be seen or taken seriously.
Over the past month, I have had to access medical care for my elderly Father unexpectedly. Everyone I have spoken to at the surgery have gone above and beyond to help us in difficult times with such patience and compassion. From reception, the surgery pharmacist, HCA and GP. Thank you so much, the care you have shown us, it is appreciated
I have been in pain for weeks and regularly call to try and make an in-person appointment with what I am told is "the only GP who can administer joints injections" and the practice keeps telling me there are no appointments and can't offer any alternatives or suggestions. I have asked twice for the practice manager to call me and I've yet to hear back. I can't believe a major GP practice in this area (with older demographics) has only one qualified GP who administer such injections and have no alternative arrangements to help poorly and suffering patients. Very very disappointed!
After ringing the surgery over 102 times in 1 day to then be told no slots left ring I heart at 4 and again over 92 times for impart to again be told no slots left .this is a discusting service and need looking into . I don't ring surgery just for fun off it I ring because I need to see a doctor . They should be seeing their patient same as hospital do . Photos taken to prove how many call was made in 1 day
Recently joined the practice and they have been fantastic. Caring, compassionate and reactive, a true example of everything good in GP service delivery.
I was quite impressed , someone greeted me and asked me my reason for attending that day & directed to the appropriate area where I was attended within 5 minutes. Very polite & reassuring staff treated me
The doctor was superb in listening to my issues and took the initiative in being proactive to help with the treatment. And I came away feeling that I was genuinely being looked after. The Covid experience has made many people hold back from visiting their GP but the Doctor was wonderful. Thank you.
It is interesting that replies to reviews suggest people email the practice.  I have done this twice.  The first time it took 5 weeks before I received a reply.  The 2nd time was 10 days ago and I am still waiting!
We have been with this practice for over 20 years and feel extremely fortunate! Even through Covid, the Practice stayed open (unlike some others) and services were accessible and superb. The staff REALLY care, understand how anxious patients can be, and work to alleviate that as much as possible. Thank you all!
Writing on behalf of my child with learning difficulties and special needs who severely dislikes anything GP surgery related. The entire Surgery always go above and beyond ( especially the Holywell branch) to accommodate his needs and make him feel comfortable , welcoming and trusting. I can not commend them enough when it comes to acceptance and tolerating different needs. With their encouragement and respect for him as an individual, my son has overcome certain fears and now feels comfortable when we tell him that he has an appointment.
Never  had a bad experience with this surgery. Always helpful, given how busy things are your care is still tremendous.
Saw the nurse. She was polite and informative and made everything easy. The place is nice inside, clean and tidy.
Poor service and was told incorrect information at appointments, including being told to go private as was not covered on the NHS. After paying to go private was told by doctor that they see NHS patients and I should have been referred by doctor. I was also refused help after 111 asked me to visit the surgery at a later date. Would not recommend.
This is a tricky one for me as the doctors have always been top class and attentive. The practice manager is always professional and really helpful. The issue is with some other reception staff who lack any empathy or care in their interactions. I had a telephone appointment (which I had to book well over 2 weeks in advance) and I was told " it's in the morning" so I got up at 8.00 and waited in untill 12.00 for this only to have no call at all, so on calling the practice I was told it could be 15 mins or a few hours when I asked if there was any update of where I was in the queue for this I was told no. Now its 2021 and even prior to covid we were told what time an appointment would be, most other companies will give you an idea of the hour or half hour window they will see you. How can the doctors not manage to do this ? I am well aware how busy the NHS and take my hat of to all staff but now I've lost a morning waiting around for a call to not happen and then when I do call I'm spoken to with no empathy or care.
I have been with this practice all my life, It has always been good the staff have always been ready to help. But in the last few years, the level of service has dropped dramatically. and once Covid came along I think it's the straw that broke the camel's back they simply cannot cope with the number of patients they have registered. I have diabetes and have not seen a doctor/Nurse for nearly 2 years with no calls or reviews. Every time I try and make an appointment is met with the same answer "there are non left please call tomorrow at 8 am" today I called at 8:03 and finally got threw at 9:28 !!! obviously, I was met with the callback at 1 pm for any cancellations this time I thought I would call earlier and see if I could possibly get threw at 1 pm I called at 12:45 giving me 15 mins extra I eventually got threw at 1:28 but managed to get a phone call appointment for tomorrow so I'm grateful but I've been trying since last week, I'm really shocked at how the surgery is performing in recent years and hope that this is all due to mismanagement and someone can help fix this once outstanding practice and bring it back from the brink and start performing like they once did.
2nd vaccination at this surgery very professional and organised system. This is my own surgery which I have been attending for many years and has supported me all through. Yesterday was no exception. So glad I could go here as I don’t have a car and could walk for both the Ist and 2nd vacc. My gratitude to all involved.
Called the surgery for some urgent medication today on the advice of specialist, really needed these meds today to try and keep me out of hospital and not have to tie up an ambulance over the weekend. Unfortunately the receptionist shouted "Hello, Hello" and put the phone down before I'd even spoken, well it's one way to get through your patient calls, must be costing NHS in ambulance call outs that could be prevented though.
Staff are always really helpful and friendly, even when you have loads of questions. Doctors and nurses always really thorough in testing etc when you feel unwell.
Minor procedure. Extremely well informed. Appointment came through very quickly. Very person centred and the procedure was carried out whereby I felt supported and any questions I had were answered. Very efficient and caring service.
I called yesterday re repeat prescription. Waited 29 minutes. Went from no8 in the queue to no1. On answering I told the lady what I was calling she said please hold the line. Then hear "I've got a right woman here " and a different female voice say " I don't care as long as I've got cash in my pocket" All the time I'm saying hello is there someone there, the next thing I'm hung up on. Its not the first time either, it's disgusting. Whether they were referring to me or not. I need my repeats so tried to call back. After being no15 In the queue and getting down to not in 47 minutes I gave up ready to try again today.
Thanks to nurse who took my smear test - I felt very comfortable. However, I didn't hear back about the results which I would have liked (whether by text or letter). So I phoned the admin team and staff said that my records showed 'No further action required'. That's good but please could you have a system where you inform patients rather than patients having to follow up test results themselves? Would take away the traffic on the surgery phone line. Hope to hear back about this. Thanks.
Had blood taken, had the biggest bruise ever….? Poor when they shout your name with face masks on, impossible to hear some names, and with Radio 2 on, stick to the screen as using both is confusing !
I care and support a gentleman with severe learning disabilities. He has a fear of needles and becomes very anxious around anything medical. Yesterday a community nurse came to our home to give him his 2nd COVID jab. He was on red alert and refused to have his life saving jab. Her kindness, patience and understanding of his needs eventually enabled her to give him his jab. This took nearly an hour. His first jab went a bit more smoothly only because he was not on red alert. I can’t thank these two nurses enough.  Janet.
On Tuesday 15th November I contacted the practice because some concerns had arisen the previous weekend when fell walking. I explained my symptoms and later that day was given a face to face consultation with a GP. I was given a decisive and inciteful diagnosis and advised to attend the A&E at my local hospital as soon as possible. Blood and ECG tests confirmed the GP diagnosis and I was admitted for an angiogram that night, during which a stent was inserted in one of my heart arteries. Quite simply the GP's diagnosis could well have been life saving.
I contacted for an order for a medication. After 25 minutes, I was answered and they told me that I would be transferred elsewhere. I was then made last in the queue again. Another 20 mins go by and I get answered again. I get transferred AGAIN then I get placed last in line for the 3rd time. Half of my time wasted just to not even get any support.
I visited Fulwell Cross medical Centre for my 2nd Covid jab on Friday.When I had my first jab three weeks ago, I felt a bit tired.The doctors looked after me so well, were very thorough and professional and made me very comfortable. I felt very relaxed when I went back on Friday.They are a very dedicated, friendly and highly professional team!It was a pleasure to visit the centre.Also thanks to the PM for accommodating the HCP’s.Congratulations to the whole team for their great efforts and the brilliant service
Ever since COVID, it has become the slowest, least responsive practice ever. takes days to get a response and even then there is no rush at all. The reception staff can be quite unfriendly at times making me not want to call up, particularly as the online system is extremely unhelpful.
I phoned up to order two prescriptions that i am running low on, i understand how busy they are i really do and i’m patient and i don’t mind waiting in the queue but i also have to work myself full time i only get 1 hour for my lunch by the time i get even close to being answered my lunch is over i start work at 8am which is when the practice opens i finish at 4:30pm by the time i finish the practice is closed. The receptionist i got through to this morning was so unhelpful and so rude i explained my situation and she rudely said you will have to phone back between 10-3 i explained again i was struggling and finding it very difficult to get through she just snapped back at me and repeated the same thing she didn’t even put herself in my position and offer to phone me later or take my name and just when she got a spare minute order my prescriptions i understand they are busy i do but they also have to understand that their patients all have different working schedules and when i can’t order this medication via the app they need to accommodate for people who may only be able to phone them first thing or at certain points of the day so now on my lunch hour which clashes with their lunch time have to try to get back through again
Very difficult getting through via telephoneWife had to drive to surgery to make appointment only to receive a telephone appointment late evening and was told if that concerned go to a&e.
I had to go in for an appointment that was very concerning and was causing a lot of anxiety but the GP who saw me (both for my initial appointment and a follow up 2 weeks later) was absolutely amazing, really calmed me down and even got me laughing. The GP explained the onward referral process thoroughly and took the time to make sure I wasn’t scared or anxious about it. Passed on contact information immediately rather than having to wait for letters etc to come through in case I need to contact the hospital for the referral
friendly  team and good relationship  with  people. time keeping and show ing respect  to the people.
Had left a written claim for a persisting problem I had been experiencing. I was contacted the morning of the submission and was requested to visit the GP as necessary. The diagnosis was aligned exactly with what nhs website said, and as a precaution issued the medication. Overall the experience was a breeze. In a highly populated city of London, I would say the process was very clear and executed perfectly.1. Check NHS website2. If no self resolution, create online or phone claim 3. Recieve call and or recommendation of resolution.4. Visit GP
I felt the nurse listened to all my concerns and did her best to help. She treated me as a whole person not just one aspect, which is so important in my view.
When there was the possibility of my cancer having returned, I was impressed at the speed with which I was referred to the Royal Marsden and how efficiently the pre-radiotherapy drug prescriptions were sent by my doctor to my local pharmacy.  I was contacted promptly by the practice nurse, who booked me in the next day for an injection of a hormone pellet and, as it was at short notice, arranged for me to pick up the pellet from the pharmacy just before my appointment.  This is not the first time that I have received excellent service fom Brunswick, a combination of efficiency, helpfulness and friendliness.
Even with COVID 19 going on I still had very good service.  I got a face to face appointment after discussing my symptoms on the telephone and then regular scheduled  phone calls checking on my progress and discussing new medications.
12/4/21Sadly the problem is making contact with anyone ?Just spent 1hr 20 mins trying to contact Reception for a blood test phone consultation requested by the Doctor  (  April 28th  😡 )Used to operate a online appointment service which was very good.
Attended for 2nd Covid vaccination.  Minimal waiting helpful and pleasant staff and volunteers.  Thanks to all concerned for their efforts.
After over twenty years as a patient of the Beeches I was shocked to receive a letter saying that they were removing me from their list. No warning, discussion or explanation. I got the letter on the same day that they got rid of me, just before Easter and so difficult to find another doctor. I would never have believed that my GP would treat someone who is disabled, clinically extremely vulnerable and disabled in this uncaring way.
I phoned the surgery today at 08.00 with a 2 day history of mastitis.  Due to the volume of calls I selected ‘ring back’.  I was called back at 08.20 & put on the emergency list.  I spoke to a GP (which suited me as I have a newborn baby at home and knew what was wrong) at 08.55 who prescribed antibiotics & by 09.20 I had the prescription delivered to my door.  This is outstanding! Thank you
Was allocated a non emergency appointment within a couple of days of contacting surgery. Appointment with blood nurse and GP 20 minutes apart. Both appointments on time. Both courteous professional and attentive. I couldn't improve on this service. In my experience an excellent team and a credit to the NHS.
Online system is poor. Submitted a request for appointment or chat, 6 days later nothing. Phoning in is a joke as they rarely answer the phone unless you are willing to wait 45+ minutes.Going to look at other surgery reviews.
Just want to say that on several occasions recently I have received excellent care from all staff, timely and appropriate despite the difficulties the practice is undergoing at present.  This is always the case but especially appreciated in these Covid days.
I am fortunate enough to be a patient of the Abbey Medical/ Moor Grange practice.Prior to Covid they have always without exception been a pleasure to deal with, from all the reception staff and the GP’s who have all played a part in looking after my health.Covid has obviously brought new challenges across the world and not just locally as we know. How have Abbey Grange dealt with me during this time? Exceptionally is the answer: tremendous reception staff on the phone, good communication and the GP’s have all gone above and beyond whilst no doubt dealing with issues in their own personal lives with family and children in schools etc whilst providing care to us.People are quick to criticise, but we should be equally quick to compliment Thank you
My son wanted to use ask my GP but he doesn't come home until after half past four and has to leave early in the morning, we have no transport or support nearby and no one can drive in our house, and because you have changed when ask your GP , to not available after half past four this is not great, he has learning disabilities and I am his carer, and his dad is clinically extremely vulnerable
My wife & I have always had speedy, courteous and effective service here. It's a great surgery and all the staff are so helpful. Many thanks
I visited this practice twice, and I had a great experience both times. Staff is friendly and professional.
My experience with this practice has been very positive. I am a 60 year old man and in my opinion, I have been well looked after and always feel I am been taken seriously by the Doctors, they have worked really hard to get my problem dealth with.
Came to see the practice nurse to take out my staples after surgery and the whole experience was excellent, she was very careful and made sure I was ok throughout
I wish I could change to another Drs surgery but sadly the only way to do this is moving house! Engaged tone all day & then 46 mins to be told no appointments available. The new online contact service does not give relevant options. How can it be so difficult to get medical care?
Staff were welcoming and reassuring. Minor back surgery done painlessly. Given advice on  after care ,new dressings and an appointment for stitches to be removed.
Invited to get a flu jab at the walk in clinic held on 23/10/21, was very efficient and all the staff were friendly.
After a really horrible experience at a previous surgery, I can’t find the words to tell you how wonderful Hillside and Dorking Medical Practice are. They are professional and thoughtful. They are efficient and kind. I finally feel that my health and the health of my family is in safe hands!!! Incredible team and I feel so thankful, lucky and relieved to be part of this surgery practice.
Today at 9 o'clock a.m. we have tried to book engage/consult and were told it is full, how is this possible. If we try again tomorrow will it be full again?
Unable to gain an appointment, either emergency or as a non urgent.When I have been able to get through I'm told to ring in again at a certain time along with everybody else...therefore it's engaged again or go to the walkin centre.The receptionists are just doing their jobs, it's not their fault..Its the underfunded system thats failing it's patients.
The new receptions at this GP surgery are so helpful and kind. They offer advice when needed and I have recently been extremely pleased with the service I have received. Doctors always fit me in when my toddler is unwell even when they don’t have any slots available. I would highly recommend this GP.
I have just seen one of the senior doctors at Highcroft who was ‘the doctor on call’ today. He was calm, caring and knowledgeable. He listened, sought to gain a deep understanding of my conditions and needs and gave me clear feedback. Most of all, I would like to say how much I appreciated his kindness and patience.
This Dr practise is excellent. I have felt they try to help. They were extremely helpful and caring when my Daughter was ill.Yes, it's all changed due to covid..but where hasn't? Most of my contact really is by phone- works good for me.Reception staff are A1
Now been trying for 3 days to order my repeat prescription 5th in the queue every time and after waiting an hour still 5th in the queue what do we have to do to get to speak to someone it’s a joke
Had my first jab and so impressed with the service and dedication of the team here . Needle ninja lived up to her name , please keep up the good work and thanks for all the extra effort you've all put in over the last 18 months.  Not all hero's wear capes but the ones here all wear masks and save life's daily
Called the surgery with urgent query in the afternoon; despite being fully booked, a GP responded the same day and picked up medication before pharmacy closed. Always so impressed by the service the surgery offers-such an incredible change from my previous surgery. As a mother, being able to source prompt assistance is such a relief-thank you so much for the support for our community.
First class visit today for a flu jab.  Excellent organisation and felt safe.  Staff all very helpful and cheerful even though they are giving up their weekend. Thank you
I wanted to review my visit as I feel everyone is so quick to criticise but not praise.I came for a smear - never a pleasant thought.The nurse who I am not allowed to name on the feedback site was kind, caring, made me feel like she had all the time in the world. She ensured the dignity screen was in the right place, I had a seat to put my clothes and bag on, she even placed my feet in a position so I would feel less uncomfortable, then tissues for afterwards and overall made it a relaxed, non-threatening situation.I know all of the above is her job but I think we forgot sometimes how nice it must be to receive some positive feedback after what we have all experienced in the last few years.You are a lovely nurse - be proud
I have tried 5 times to get an appointment and failed. I have been in person and tried on the phone. The problem seems to be so many of the GPs are part time. It is so stressful to be cut adrift of medical care.
Arrived and was greeted with a smile and was booked in straight away, only waited 10 minutes and the nurse was very efficient.
Since Covid, the standards of this practice have really fallen. It’s very difficult to get an appointment- they tell you everything is not urgent and a phone appointment will be at least 3 weeks away. They give you a day and expect you to be available all day but won’t give you a time. They call from private number and will only let it ring for three bells and if you miss that chance your appointment is gone. The doctor is very hasty to end the call and the last time I managed to speak to one to discuss the results of a scan for my daughter - call lasted about 40 seconds after waiting weeks for it. At first they did not agree to give a face to face appointment to assess a bump in her head - they told us to send a pic via email - which no one responded to then we really had to plead to get a face to face appointment. From this appointment they referred us to the hospital - told us we would get a letter from the hospital - but apparently they didn’t actually refer us so we had to chase this up back and forth and then we. Finally got a scan. It used to be a good practice and we would feel cared by the doctors but absolutely not anymore.
The service I have received from this practice regarding myself and my young daughter has been amazing.The receptionists have always been so helpful when I have phoned for advice despite the pressure they must be under.My daughter has seen two doctors recently and both were so friendly and professional, and I was amazed at how quickly they saw her (a phone call within 30 minutes of speaking to a receptionist, and then actually seeing her within the hour).I cannot recommended this practice enough and think all the staff are doing an amazing job.
After a few years of being registered at this GP, my review unfortunately mirrors the many others online - put mildly, this practice is just awful.  Such incompetent, rude, and lazy staff. Phone lines are always ignored, or else met with a 45minute+ wait time…only to be eventually greeted by a member of the reception team who very evidently do not wish to participate in the work that their role requires, such as being in any way helpful or simply booking an appointment. Even if your matter is incredibly urgent. How and why this surgery is still up and running as it has been for the past 2 years is very concerning. If you’re after a courteous surgery that respects you & your family’s well-being, stay very clear of this one.
Take good care about the patients even apart from treatment if we need any help entire GP staff very coprative and helpful.
We have had a consistently poor experience trying to get face to face appointments for our two young children. In addition when our youngest 1 year old had a temperature of 40 recently we called to book an appointment. Having not heard anything all afternoon and as it was almost 5pm I drove to the surgery. When I enquired as to progress with getting help from the GP I was told someone had accidentally completed the call and therefore he was not on the urgent list. Incompetent and frustrated are the understatements. We did eventually get a call later but the stress caused it caused is far from ideal. We are also waiting months later for a hearing referral for our eldest son. We will be moving surgery shortly and I would be wary of joining this surgery.
I usually have a positive view of ashfields when i call. I know they are busy, but i was constantly interrupted on this call, giving back chat, and told what i am meant to do. They do not know my back ground. If my GP tells me to ring for an appointment for a prescription i follow his words not the receptionist who doesnt know! Quite frankly just rude. Disappointed.
I really like this practice - nurses, GPs and staff are lovely. My daughter recommended this practice when we moved into this area and we have not been disappointed. Access to appointments with the GP and nurse and prescription requests are all good.I’m not one for seeing doctors or nurses and I try to avoid them as much as possible! However, I have had some health problems recently which prompted to get help from the practice and I was put in the care of the nurse practitioner. I have to say she is amazing and a fine example of the kind, caring and compassionate person that makes our NHS the best in the world!She’s helped me make changes to my life after only seeing her a couple of times - something I’ve been struggling with all my life. I’ve lost a bit of fat off my waist and my blood pressure has come down and I would say it’s all down to her. If I live a longer healthier life, it’s all because of this nurse and the practice!Thank you.
3 weeks trying to contact practice 3 or4 times a day always engaged .digusted  end up frustrated.no  wonder so many people end up with mental health . after taking the prescribed medication told to contact doctor .still trying
I have been using this practice for over 20 years and it continues to be welcoming most helpful friendly efficient and able to  sort out my problems. In the first instance this is due to the front line staff who show keenness to solve your question and if they cannot help then they either refer you to the right person probably at Haslemere or leave messages for the medical staff.The doctors and medical staff are first class giving reassurance and treatment and referral if necessary. I have never come away from the practice without feeling that I have had a worthwhile appointment. I am fortunate my Doctor once permanent there still attends on Fridays
Shocking wait for 50 mins on the phone to get an on the day appt. Then finally at 4pm when the dr rang, he did nothing to help whatsoever. I was chasing up tests I need done due to collapses/query epilepsy or heart condition. He told me I have to ring or e mail myself as it’s not his job to write to or otherwise chase up another healthcare professional, I was upset and he showed lack of understanding and hadn’t read my notes despite saying he would ring back as he was going then? I should not have to do everything myself. He had no patience, lack of understanding and was so unhelpful ! I’m fuming !
My HCA is amazing Makes me feel so comfortable Just an absolute legend I’m newly diagnosed with a autoimmune condition and I have never felt like someone cares as much as my HCA Just an amazing person all round
I want to say how disappointed we are as a family. The speedwell practice was never like this before. I have been in this practice since 1999 .Right at this moment i am on phone for 24 min and it says no 1 in que since I called them and obviously no answer.You can imagine the rest . At reception horrendous they don’t book you any appointments . I want to leave as soon as possible .It doesn’t allow me to post if I don’t put one star but they don’t deserve one star
I would like say the reception manager is amazing at dealing with my issues. Reception staff are really helpful and answered the phone quickly. Really good service and good customer service i had. Keep up the hard work. Reception manager you are so amazing
Thanks to all the staff at Central Surgery for their patience and total dedication dealing with the Corvid Vaccinations. I had mine today 14 Jan and my husband last Saturday. Please pass on our thanks to all the staff at Central Surgery.Pauline Harrison
Getting on Patches to submit a request is almost impossible - each time over last 2 days, it said it had reached its limit, and would reopen in 1 hour. I finally managed to get on, only to be kicked out again after filling in the first screen, as it had reached its capacity!  I used to think Pinn Medical was very busy, but overall great.  This is no longer the case.   Getting through to them is now almost impossible.
Once again, fantastic support and treatment from the wonderful Kington surgery staff. From booking my appointment to being seen, I felt my well being was priority. Thank you
Call times seem quite long every time I call but the call back system is brilliant. Cannot fault any of the staff. All very friendly and always helpful and will go over and above.  I don’t however like the fact the surgery has 2 sides. It needs to be all in 1. Very inconvenient when you’re at the wrong side and it’s impossible to remember which side you were at last time.
The practice is fantastic and I cannot fault the efforts made by the Dr's. My only "gripe" is that when the Dr upped the dosage of my medication, it was not updated on my list for repeat prescriptions. Surely, it takes a cople of minutes to get my records and change a 100mg tablet to 300mg.
I have been here  since two years with this surgery. Nice and freindly reception. Doctors are caring and good
I was very pleased with the organisation, friendly welcome. All staff at Lane End Medical Group have always been very helpful, esp. during vaccination time.
After a phone conversation with one of the doctors I booked a follow up face to face appointment this week. The doctor was extremely thorough and listened to my present condition and family history carefully. I was then offered follow up tests for the following week, after the Doctor gave considerable thought to what I needed next. Really well managed GP with two excellent consultations. Thank you.
I called for my daughter regarding a mole check and was offered an appointment at 9.50. When I explained that my daughter was at school and I wouldn’t have enough time to arrange it was told they have to offer appointments in time order so to call back in half hour. I had already been on the phone waiting for 25 minutes. Think it’s ridiculous that you can’t get a time that suits you, they really need to rethink there appointment system. Very disappointed.
I submitted an e consult in the morning for my daughters infection and a nurse got back to me the same day in the afternoon. As i collected the medication i dropped the bottle which shattered. I called the GP surgery and the reception team asked the GP to re-prescribe the medication which was done instantly. The admin team team always get back to my queries the same day.
Despite many bad reviews and many patients unable to get access NOTHING has changed. Patients expected to spend HOURS waiting in phone queue. NO OTHER ACCESS. wondering what it will take to get a proper service? CQC? Local councillor? Local MP?
Struggling with panic attacks and doing exactly as I have been advised I was met with a rude GP who was unempathetic and unhelpful - she ended the call whilst I was in floods of tears, therefore increasing my anxiety!
GP was extremely understanding of my current circumstances, attentive, professional and caring. GP also got me in last minute to accommodate my current situation.
The only issue is that we remain the same caller number, 10 for example, for more than 20-25 minutes. This can only mean that the calls are not being answered in the morning and when they do, we are told to call the next morning. Other than this they have always solved my queries and helped me constantly.
1hr wait to speak to reception after being just number 7 in the queue. Then to be told we are quiet today. Clearly not, or phone system is not being used appropriately.
I started using the Alconbury surgery as a boy in 1974. Rugby bruises, sprains and breaks, and more recently heart failure. Through all this and treatment from numerous GP’s, the excellent service, care and compassion has been constant.Three generations of my family have been cared for here (I am the second generation), my children the third. No hesitation in recommending the practice to anyone in need of support.
I have had cause to use the online referral service three times in the past 9 months. Its a lengthy form to complete, but within hours i have been telephoned by a GP, who has clearly considered the symptoms detailed in the online referral. As such i have received informative and helpful advise. An excellent additional service to traditional face to face appointments.
This GP surgery is completely incompetent and inadequate. The phone lines are always engaged at 8 am and the receptionists are rude. Prescriptions are late and a ‘complaints’ procedure is non-existent. Completely shocking ‘service’ offered
Receptionist refused to give me information as to what vaccinations I required to visit Thailand& Cambodia. She said only the nurses would know that not her, but refused to ask a nurse. Also refused to find out what vaccinations I had already got, saying a private clinic could access my NHS record.
I booked an appointment online, rather than phoning.About an hour after submitting my online form, I was contacted by phone by a receptionist, and given a time slot when I would receive a phone call from a doctor.The doctor's phone call was promptly in my time slot.The doctor thought it best to check in person, so I was given an appointment 1 hour after the phone call to see the doctor in person.All my questions and issues were addressed.This seems like an excellent system to me - part of applying online was completing a general survey about my general health and then outlining my symptoms, etc. - so the doctor was already fully informed before the phone consultation; and the system was flexible enough for me to have an in-person consultation immediately if necessary; and there was no hassle for me queueing in a phone queue.Given the necessity for care and caution at the moment, I thought this was an excellent service, and has the potential to be continued with when the present situation is ( hopefully ) over.
Had a blood test this morning and the phlebotomist was extremely good. Never felt a thing and was quick and very pleasant young lady.
what a fantastic service. Staffs are very efficient, knowledgeable, polite and extremely helpful. The receptionist/admin lady was very helpful too. The doctor was very thorough with us.  I am very pleased with their service.I am moving my whole family to this GP now.
I had a recent telephone call with the GP- they were extremely helpful, understanding and we agreed a plan which I was very happy with. I also had contact with the surgery via the website on behalf of my child. I was contacted promptly by email. I was asked to provide additonal information (photos), which was straightforward and easy to do, and my query was resolved the same day. Thank you for your excellent service, it is greatly appreciated.
The reception staff have no idea what they're doing. It's almost impossible to get an appointment. This is the worst surgery I have ever had the misfortune of coming into contact with. Receptionists and GP are always rude. Speak to loudly, you can hear everything in the waiting area. Reception staff is a joke! GP is always ready for argument. She never let you finish your sentence. If you ask them anything all they do is...go to side room and take forever to come out. Don't know if they have party all the time. All you hear is chit chat. Previous GP was really nice but now this surgery is a mess. Don't know if my comment is going to make any difference.
I called for an urgent prescription for my son, was told no doctor available today, I was offered an appointment 10 days later, there is an extremely long wait before someone answers your call - I have spent over 45 minutes on 3 occasions this week! Its absolutely ridiculous. The new system of telephone calls is failing a lot of patients
I’ve extremely disappointed with phone call services of this GP. Drs trying to ring 30 sec and put phone down without conversation with patients. Try to contact GP 15/20 no call responded I feel let down and poorly treated me as what I want good services from my GP practices.
I hear lots of bad things about this practise. But I’ve not long registered, and they’ve been amazing with me so far. I went to get my bloods done this morning (20/07) and I’m terrified of needles, I was visibly upset and anxious… the receptionist was really understanding with me and the phlebotomist was amazing, so kind, patient and definitely in the right job. Made the experience as positive as it could be, so thank you!
NHS. Always had great regard for the service. This year I found when needing its help for a medical issue the quality of service varied enormously across different sectors, this included my Doctors Surgery. The worst aspect was not being able to see a Doctor 'face-to-face' because of Covid Restrictions and only having access via telephone contact. It was inefficient, ineffective and time consuming. I used to spend half an hour waiting for the phone to be answered first thing in the morning to speak with a receptionist to make what would turn out to be a telephone appointment towards the end of the day. In the end I gave up and went down the private medical route. If the NHS has any problems it's not the dedication of the staff including all from Doctor's to Administration, it's its management. It's clear to see why people clog up A&E when they can't get to see a Doctor - I had to do something similar to get a first diagnosis. I'd have sat on a plastic chair out in the open fresh air to speak with a Doctor to get a diagnosis. In the end it was a very experienced nurse that initially helped out.My condition didn't seem to improve. Within two weeks of going down the private route I'd had a face-to-face consultation and MRI scan to diagnose without doubt my medical condition and a course of action that didn't require medication.If Covid cases return this winter in significant numbers a different approach is required to diagnose patients and not through a telephone.
I start work at 8am therefore I am unable to book to call to book an appointment at that time. The surgery has suspended the email service therefore I am now in a position where I am unable to make an appointment with my own GP practice
Awful, I can not ever get an appointment when needed for my child, all of my relatives are registered here and not one of us can manage to be seen when an emergency and on the day appointment required. Disgusted since the practice changed.
I wanted to a thank you to the whole team from the lovely ladies on reception who always answer in a friendly way and do their best to help. It’s not easy , I used to be a receptionist and I know! The Doctors are very helpful and caring and the dispensary team more than helpful. Recently I needed an appointment for my 90 year old dad and they arranged a call back from the GP and he was offered an appointment later that morning but if I hadn’t been able to take him a visit would have been arranged. Such a fantastic service. I just wanted to say a huge thank you to everyone involved. You are a wonderful team.
I received a text and a reminder for my Covid vaccination. I received it slightly before my age group was officially due to have it, which indicated a responsive and nimble service. I am very grateful to have had it
I am always really impressed by this practice. The doctors are efficient, caring and clinically excellent. They clearly work very hard and it is much appreciated. The reception staff are helpful and I have nothing but praise for them.
I have just got back from having my Covid booster. Just wanted to say it was really well organised and all the staff were cheerful and helpful. Top job!
As the title says, I’ve been with this surgery for over 30 years and in all that time I’ve only once, they forgot to sign me in when I arrived for my appointment and I waited a long time to be seen. That’s the worst I’ve had it. The doctors are great, between the 3 that I see, they know it all and have been a blessing for me and my family. The nurses, another fount of knowledge and experience, who also enjoy a laugh and a bit of banter. The reception and admin staff are great. They know what they are doing and in my experience, do it well (apart from that once.) I would suggest anyone who had a bad reaction from them, were probably the ones being rude. 🤷🏽‍♂️ 5 ⭐️ from me
This week the practice staff have been incredible in helping my very unwell daughter get the treatment she needed at short notice and prevented a bad situation from getting any worse (even improved it!) Very grateful for this. The practice nurses have also been brilliant in the past.
I’ve had a few good experiences with a minority of the people at this practice but on the whole after any contact I feel incredibly depressed. If you’re full of vitality and in the best of health and never need the help of a health professional, then I can heartily recommend this practice. On a couple of occasions I have had a great experience, and been treated respectfully and with dignity and compassion. It would be fantastic if that level of service was standard.
The nurse practitioner checked me over thoroughly and offered a reassuring diagnosis and advice on self care plus arranged pertinent follow ups I did not have to wait more than 5 minutes from arriving to be seen she was very friendly  professional and personable and most importantly competent reassuring with a genuine desire to help
Absaloutely brilliant surgery, saved my life in so many ways and gave my children their mam back. Can't explain enough how much I would recommend this surgery. After years of being lost in a system that doesn't really work for people with complexed issues, I was fortunate to move into the catchment area and my god am I greatful. Doctors are lovely, treat you like am Equal rather than a revolving door policy their always kind, compassionate and your included in your own care choices. And I feel confident enough with my gp here to know that if the time come and I needed someone to make my treatment decisions, he would make the right one for me. Reception staff are warm, welcoming and polite and never make you feel like anything is too much trouble. And the only place I'd have my children registered and what every gp surgery should strive to be.
l am happy with my appointment today which was about my medicine. The pharmacist who has spoken with me was really nice and helpful.
I love this practice, the AMGP system is easy for me to use and I'm not up to date with computers! there service is fantastic, keep up the good work. It's alot easier an if you need to see the drs they will try an get you in the same day! Works for me an my mum.
I would like to thank the receptionist, practice manager and finally the GP who called me back when our vulnerable son was struggling with COVID, within 30 minutes he had started antibiotics and within 2 hours after being referred by the GP we had heard from the hospital with an appointment for the anti viral IV. As a result of this prompt action our son did not need hospitalisation and is recovering at home.
The appointment was good. The staff were friendly and helpful. I didn't need to wait long to be seen by the doctor.
The main problem is getting through to them. The phone answers quite quickly and your dumped in a queue. "You are 13th in the queue", a long while later, "You are 2nd in the queue" 20 minutes later, and then it goes dead. Its not just a one off. ALL THE TIME! And when you do get through, you then have to run the gauntlet of the good and the bad receptionists. Its not right and its not fair
My first visit to Staploe as I live in Ely, but was offered a Covid vaccination there. Excellent experience from start to finish. Felt it was all very well organised and smooth running, but not officious. Made to feel welcome...first at the gate with a smile and helpful info. ...then at the door... and at every stage. Quick and painless jab, very pleasant staff...couldn't have wished for a better professional service. I was also pleased to have reassurance that it won't be too long until my husband will be offered his vaccination. (group 5). A big Thank You to everyone...you're doing a great job!
I attended the surgery with tinnitus and hearing loss in one ear I was seen by the GP promptly and referred on for treatment with an excellent HCA at the practice.The surgery is both welcoming and covid secure Reception staff are friendly and helpful
I’ve been a patient at this practice all my life (39 years). The staff are amazing and it’s always been a well run practice, until recent months. Now there is essentially no service. Zero access to healthcare is my experience lately. The phone lines broken for months, so it either doesn’t connect or the person on the other end can hear us. Every time I spent up to an hour struggling to get through, calling constantly. By the time I do get through (at only about 8:30/9am) there is NEVER any appointments left. We are given the urgent care line only ever to reach their voicemail saying they’re too busy and to call back another time. I have three young children and can rarely get to even speak with a dr over phone when there’s an issue - and yes atm they’re almost always ill atm due to their suppressed / isolated immune systems - so I’m essentially their GP now diagnosing on Google, which is appalling and dangerous. It’s frightening to be a parent with a total lack of healthcare support and it must not continue or the NHS (and sadly this practice direct) will be responsible for unnecessary suffering and deaths. Please note that I do not blame the staff or practice itself, as they have always been amazing, but something is failing them - I imagine it’s lack of funding / resource / over subscribed due to high development in the area. Please do something before the staff here completely give up as they’re essential to our community and our most valuable individuals. This is not a complaint about them direct. Help us, help them!
Contacted the surgery via online form to see a doctor and received a reply to go see a pharmacist, if I wanted to see a pharmacist I would go and see a pharmacist, I want to see a doctor that's why I contacted my GP. Further more on the advice of 111 I attempted to contact the surgery regarding my 8 month old son to be left sat on hold with no answer resulting in a trip to St Peters a&e, I was a patient at this surgery during my youth and can say that the receptionist service has taken a substantial downward spiral over the the last few years
I have been with this practice many years and have never had to complain about the service as much in all that time the appointment system is a joke the phone staff are rude and unhelpful that's after queuing for an hour to be told no more appointments available i get text messages telling me to contact the surgery but when I get through I'm told no appointments this pandemic is terrible for everyone but itsbeing trotted out as an excuse for everything how is it everything else is back to normal except for the doctors surgery  as I have said before I can sit on a bus with other people ican sit in a sports stadium with thousands but I can't sit in the surgery tell me why I don't understand
I am now on the verge of giving up. The surgery employs one of the most unempathetic receptionists I have ever dealt with. Try calling from 8am to make an appointment, repeating until I finally get through the engaged tone at 8:28 but when I finally get through I am told "all appointments have gone, you should have called at 8" - just as I am in the middle of asking when the next available appointment is, the receptionist blasts "thank you and goodbye" at which point the phone goes dead. This is not the first time I have had to deal with this person and their appalling phone manner / disconcerting, non-medical triage. If I could only make an appointment online so as not to have to deal with them again I would be happy.Instead, I have now had a throat infection for a week and am no closer to getting an appointment nor speaking to a medical professional.If you ever do get through this person, then the rest of the staff are friendly and the GP's are great.
I was very fortunate to have been called to the Surgery on Wed. 13thJan for my Covid 19 Vaccination. I would just like to record my total admiration for the professional and friendly way the proceedure was carried out. There was no fuss or having to wait around, the whole operation was so slick and I must say there have been no side effects at all, not even a sore arm.Well done to all the staff concerned.Thank You
Twice said they would do a telephone appointment and both times never called me. Its like ghosts work at this practice. The doctors must just not exist I guess.
I recently lost my medication and have had some personal issues that have made it a lot harder for me to attend the surgery. I expressed my concerns to the reception team, who managed to arrange for a new prescription to be sent to my pharmacy the same day. They were all extremely understanding of my situation and supported me through this stressful time. Couldn't ask for a better gp practice. Well done girls, keep going!
see alot people saying they have rang there doctors 30 times never get appointment i rang manor house this am was 10 in the que got a call back when i was number 1 got appointment they rang back within the hour
Been trying a week now to try and get an appointment or for the Doctor to phone me back but it is impossible to get through and when I managed at 10.30am one day they said to late to get to speak to Doctor try another day or e consultation which you have to wait days to get a reply. Looks like I will have to continue to struggle to breathe until I can get an appointment.
My recent concerns over my high blood pressure have been attended to & tests & medication have been sorted efficiently & I received excellent care from all involved. Staff continue to be professional, courteous & caring even under the pressures of C-19 restrictions. A big thankyou to all for your continued excellent service.
HCA has been such a great support for me over the years, she has help me control my medical condition!!! Always there to give great advice
Great service, in and out swiftly. Good communication with process. Nurse was excellent & attentive
My child wasn't feeling well. I called this center to book a doctor's appointment. The unfriendly receptionist refused to let us see or talk to a doctor and asked for a urine sample instead. A couple of antibiotics were prescribed for my child based on the urine test results. I called the center again in order to find out what was wrong with my child, the uninformative receptionist refused again to let me speak to a doctor or a nurse. I think parents have the right to see (or to talk) to a doctor/nurse if they were worried about their children's health. My child is still not feeling well and I know if I call this center that won't let me see a doctor.
The doctors and staff have been brilliant in my care and treatment and sending me for blood test and scans I needed, I can’t thank them enough,  much appreciated
Given same day appointment due medical issue raised by myself . Receptionist handled my concerns professionally and GP very thorough and listened to my concerns and gave me time .
Twice I have received log on details to attempt to order my repeat prescriptions via the SystmOnline system and tried, within my 5 allowed attempts, to log on to no avail. Even the receptionist said she had problems herself and suggested I may have to wait 48 hours for this to work. I have verified my email address but all attempts are futile. I am not a novice to technology so this needs addressing as we are constantly asked to do things online these days. I've given up now so will go back to the old method of hand posting. Even trying to input my email address to send this review is saying 'invalid' so I need to put an alternative one in....I think I know my own email address.Very frustrating!
I have waited on the telephone for over two hours this afternoon and still was not been able to speak to the reception team. I was number one in the system for over forty minutes twice before I gave up.
Suffering from a long term health condition that is under going treatment it should be simple to acquire a fit note. It isn`t. Having rung on numerous occassions it has now taken almost 2 weeks to obtain a fit note. The Centre doesn`t embrace technology, it would be incredibly simple to email or text a patient to say their note is ready. Instead we have to endure the telephone system that is incredibly difficult to get through on, as that fails you turn up after making a completely unnecessary journey to be told "Its not ready, it might be tomorrow". That will be a Thursday when the centre is closed for a half day!! So the chances of "ringing to confirm" are absolutely zero. As for the chances of speaking to a regular GP it appears to be staffed purely by locums so get used to repeating yourself IF you can ever get an appointment. It is poor "service" at this end of the system that is causing pressure elsewhere in healthcare.
The website loops around and doesn't allow appointments to be changed and is a nightmare to navigate. The lengthy queues for reception are then followed by the statement to book an appointment online...which is not possible.This is a terrible practice
I was very pleased with how my appointment went. I was seen promptly and was treated with respect by staff. The treatment I received for my problem was extremely good too.
I often feel anxious prior to phoning the surgery due to previous experience of reception staff being quite dismissive and unhelpful at a time when I felt vulnerable. I have to say the last couple of times I have called the response from the reception staff has been warm, kind and very helpful. It makes such a difference to have staff respond with kindness and I’m sure it must make the job of a busy practice easier as you don’t then get to deal with angry or upset patients. Well done
Ridiculous service, can't get through on the phone or cut off after 20 mins waiting on the phone. Practically made to beg for an appointment. Dr's reluctant to prescribe medication including existing medication! Queues at reception Ridiculous on NOT disabled friendly!
Its Monday 07.03.2022. I phoned the practice at precisely 8.00am.I was informed by the recorded voice that I was third in the queue.After 15 minutes the practice phone started ringing. It is now 10.am and the phone is still ringing and no one has answered it. We are told not to just turn up at the practice without an appointment.Will someone please advise how to get over the first hurdle and get someone to answer the phone?Its 10.01am and I have just been cut off.
There has never been a problem speaking to someone or getting an appointment, all the staff are friendly, kind, knowledgeable and efficient, nothing too much trouble.Best Practice I have attended.
After phoning today to try and get an appointment for my 3yo I encountered the new phone system, which after cutting me off 3 times, finally tells me that there are no telephone appointments available. Very frustrating.
I have been trying to book in for an appointment here for more than 2 months. I'm asthamtic and I had to call in emergency as I didnt have the medicine that I needed after that I sitll have not been able to get an appointment. When I tried calling in 8 am one time receiptionist was very rude to me told me to call 999 instead.Then I tried going to the GP to just get my medicine (inhaler) receiptionist was like we cant do anything you have to call in even though they dont give any appointments.Today I was 5 minutes late for my appointment which I got they told me I will have to rebook.
My dad has a lot of medical conditions that need addressing and since the pandemic, my dad has not physically seen a GP. Since that time, he has lost considerable amount of weight, got poor mobility and has a lot of trouble eating and drinking.  We booked a telephone consultation with the GP to go through everything and get some clarity of what has been going on and what to do moving forward.  They were supposed to ring on Thursday, no phone call. Rang the GP on the Friday morning and said they would call in the afternoon, didn't happen.  Called the GP on the Monday and said they would call, still didn't happen.  They are now promising to call my dad today at 5.40 after receiving a text message but when I called them to confirm this, they said that it isn't a guarantee what they would call at that time.  I told them that I need to be there as my dad forgets what is said to him and previously my brother took time off work to be at home when the GP called that didn't happen.  I am hoping that they call my dad today because if they don't, I will be taking him down there myself untilo he is seen.
I would like to say a massive thank you to the staff at Amherst who have been so accommodating to me and all of my children. I have been so impressed with their attentiveness and help in extremely busy times and under pressure. Thank you to the doctors nurses and support staff who do a brilliant job.
My family have been patients at this practice for over 30 years. Unfortunately our recent experience was far from acceptable. My elderly Father is housebound and needed to have a pre admission blood test undertaken at home by a District Nurse. Disappointingly a GP at this practice refused to facilitate the hospital request on the basis that "it was not their job". Despite several calls to the surgery to identify the potential consequences of the test not being done prior to admission to hospital, namely that the operation needed to take place asap and could ultimately be delayed, the GP still refused to help. This incident cause my elderly Father significant stress and anxiety and is not what you would expect from your GP.
I have been looked after by the staff at Broomhill Surgery - and lately by Lodge Moor as well - for over 10 years. In the past few years I have come to rely even more on their expertise and  kindness.Reception staff are always friendly, polite and helpful and I have every confidence in all the medical personnel at both surgeries. They have all remained as devoted to our care during these difficult times as they have always been and I am grateful to them all. I have needed help I number of times and I have always received it with respect and understanding.I like the new system of joining-up phone lines and appointments with Lodge Moor and find that it has worked very well for me as Broomhill is so often busy.My congratulations and thanks to you all, including the caretakers who work unseen but have helped to keep us Covid free.I wish you all a happy and healthy 2022.
Very rude staff receptionists, manager practitioner. Get fobbed off over the phone by the doctors get told to go to A&E and A&E turn around and say your GP could of seen you. Had tonsillitis with white spots and the nurse turned around and said there is no infection no white spots by confirming with her colleague doctor which he said the same, went to A&E and the doctor said it’s an infection and there is white spots and have antibiotics. When called the gp to speak to manger and she said the white spots must of appeared when he got to A&E bearing in mind I went to A&E straight after the gp surgery. Then with my daughter I tell the doctor she gets ankle pain every time she is running or done loads of walking and the doctors turned around  and said change he shoes get her Clark shoes like what on earth has clark shoes got to do with ankle pain like what ??? This is how bad the surgery is no one there don’t know what they doing
My husband and I were notified of dates for our Covid booster. We booked dates for Monkspath and whilst we were there we were offered our flu vaccination too , so we gladly accepted it . Then the following day we both received a text from the surgery to offer us flu vaccinations this Saturday/Sunday at Knowle . (Ensuring we didn’t miss out!)The reason for this review is the excellent service we received from the office / reception staff . Thank you for your kindness.
I just wanted to thank all the staff involved with the efficient & friendly administration of the Covid vaccine - Well done everyone- much appreciated!
So I call the surgery as I didn’t need a face to face appointment and was in a cue, after waiting 40 minutes I got down to being placed at number 1. I waited another 10 minutes with no one answering the call. So I drove to the surgery to ask why have I been on hold for an hour when I was first in the cue. I honestly thought arriving there the surgery would be jam packed and the receptionist would be on the phone. But neither of them were on the phone and the place was empty. I can’t understand why the service at this surgery is so inadequate. You just can’t access the services you require at any point you try to make contact.
I would like to thank all the staff at Jubilee Health Care, they have looked after me extremely well, especially in the last 6 months. They have been friendly, helpful & supportive whilst remaining professional throughout. I was referred quickly, kept up-to-date & provided with great care when needed. It has been especially difficult times for all of us but they have strived to do their best. I would definitely recommend this practice. Many thanks again.
A doctor has been ringing me because I left a note ssaying I think I have another infection in my ears. This is rendering me deaf. I cannot hear the phone. Please email me instead. I look at messages every day. I cannot make a appointment as I  am unable to stand in the queue, or ring in, I cannot hear. Mrs B Johonesmith .
I requested an appointment with the doctor through the medical centre's website and received a follow-up call from the centre the following morning. I was then able to see a doctor that same day - very quick and effective system for booking an appointment. Thanks to all the staff for their hard work in these challenging times.
How and when did things become this bad? You will wait weeks for an appointment and be spoken to like you have no value. It’s a shock how bad this practice has become. It hasn’t been good for a few years but now it’s terrible
Such a well organised, polite, welcoming, efficient and informative service. With thanks to the GPs and helpers that made the experience very re-assuring.
After having a particularly stressful health experience I was left reassured, listened to and treated with care. Follow up has been planned. I feel I am understood and in safe hands.I have been with the Friarsgate for 31 years and I am happy to say the young GP I saw is continuing to provide great service.
Attempts to contact my medical practice are currently to no avail. Constantly being denied access via online attempts. Require online consultation with a GP. Cannot gain access to this service.
I have found the introduction of 'Pathways' to be excellent.  On three different occasions I have typed in my concerns, submitted it and received an immediate acknowledgement. Next day I receive a text with a telephone appointment. On every occasion the telephone appointment has been thorough, friendly and efficient.  Thank you everyone at Parkshot Medical Practice for making the combination of technology and caring professional support work so well.
Like many others I have spent HOURS repeatedly dialling the surgery number to ask for a remote or an in-person consultation.  Every time this results in the engaged tone. The only times the phone is answered (after 11 or in the late afternoon) no appointments remain available; we are simply told try again tomorrow - and so have no choice but to repeat this pointless process. This situation has been worsened by Covid, but it has not been caused by Covid, and it is not ongoing because of Covid.  So what has gone wrong at this surgery? The partners  need to communicate with their patients, for example by sending a letter informing us why appointments can’t be booked or phone calls connected,  and what is being done to resolve this appalling state of affairs. As it is responsibility is offloaded onto hard-pressed reception staff who have no authority to make exceptions, let alone alter the rules .  Patients are anxious, frustrated and feel powerless when they cannot access proper medical assistance  for themselves and their loved ones.  A wall of silence from doctors is not a helpful way to tackle this immense problem.   I note that the surgery has not responded to other patient feedback on this site - more silence.
Always impossible to get hold of, no interest in helping patients. I called up, waited over half an hour to get through to someone. I explained that I was in extreme pain and that I needed to see someone. I was told that there are no appointments and that I should call back daily until one is available. I need to see or speak to a doctor now.
I wanted to make sure you all are aware, that in this stressful climate in health care, that I think your surgery and the people who work in it have always been excellent. I constantly hear negativity in the press and around me about the NHS and services, so when a service is excellent, you should be told. Thank you very much for your care and service. It is a you are greatly appreciated.
I have been a patient at this practice for a number of years and have always found the Doctors and Staff to be efficient and professional.  There is a wonderful balance of familiarity and professionalism towards the patients that puts everyone at ease and makes every visit less traumatic.  I understand that I am not allowed to name names, but hopefully, one Doctor in particular will recognise themselves when I say that it is always a joy to be seen by them.  He/she is as nutty as a fruitcake and has a wonderful sense of humour which always leaves me in fits of laughter and leaves me confident that I am in safe hands.  Saying that, he/she, does seem to be obsessed about whether I am still smoking, but I stopped 12 months ago.The Norvic practice have been brilliant whenever I have had any dealings with them, they were supportive and compassionate towards my Mother is her last few months and they were the same when my Father passed away in 1999.  I cannot speak highly enough of this practice.
I rang at 8am and was caller no 1 so hardly had to wait to speak to someone.  The man who answered the phone was very patient and helpful and offered my husband an appointment at a time to suit him.  The GP we saw was extremely pleasant, knowledgeable and helpful and took her time to answer all our questions and explain what she was going to do.  We left feeling that everything had been dealt with satisfactorily.
Dropped by to get my flu jab. Booked in advance via the internet. Arrived, was seen within 5 minutes (somewhat less than that in fact). In, records checked, a few short questions (on allergies etc) asked injected (painlessly & cleanly) and back out, again within about 5 minutes. All done in a covid safe environment.
i have had many occasions with issues with cant get through to a receptionist however encountering my name wrong , wrong address apparently i moved this was news to me not being able to order meds now on 4 occasions as the system has not been updated againi have been ringing for 45 mins to one surgery and now 30 mins to durrington a complete farce
Totally unhelpful and unwilling to assist with a simple request. You cannot book an appointment to see a doctor and you have to wait weeks for a doctor to call you. Just not good enough.
This practice is excellent. All of the staff, admin and medical are helpful and accommodating and provide an excellent standard of care. I’ve been a patient there  for over 7 years and couldn’t speak more highly of them all
Tried to get through for the results of an urgent blood test..waiting listening to usual Blah and stupid music for over 15 minutes despite having called the practice after 2pm as requested. No way are the reception staff run off their feet at that time in the afternoon. The doctors may be dedicated but the reception staff need replacing urgently...
Very impressed with how well organised the practice was having invited staff from local schools and businesses to take up the AstraZeneca COVID vaccine. Despite being extremely busy, your staff remained very friendly, professional, and patient. Thank you.
Had a phone appointment for my 5 weeks old babies was called around 18.30 Monday and asked to send photos but now is Wednesday 11.50 no call back.When I call all I get is your on the system and doctor will call you back.Asked them to see the duty doctor and reply is call us back later to book an appointment .Why if the receptionist can see what’s on the system no any other doctor in the surgery can review and give my babies their treatment or why can’t they automatically call me to come in but I have to call them on a line that you can barely get thru and when or if you do,after almost 40 minutes waiting on the phone appointments will all be gone
We have been looked after by this practice for over 30 years and they have always been lovely. I can always get through on the phone and during the pandemic I needed blood tests etc so I was always seen when possible. I am currently needing care and had booked a blood test for two weeks time in the morning and they rang me to say that they had a space the next day instead so I got it much quicker. So efficient and caring and as I am needlephobic they always try to book me in with the same nurse who I am comfortable with. Can't recommend them enough. Thank you for the care you have shown to me and my family.
excellent service at the surgery but the phone experience imo is unnecessarily frustrating e.g. reply text is too small to read even with the aid of spectacles,and the recorded message which comes up every few seconds stating that they are aware of my incoming call etc,is sooo annoying especially as sometimes the eventual time on the phone exceeds half an hour and still don't to actually speak to anyone
I share the same feeling as a previous patient  on the page after a recent contact with the practice resulting in a set back of my health issuein my view even accounting from the recent turmoil set by the pandemic I agree the practice is getting worst after being a patient for many decadespoor communication no connection between the team  and reception appears unfortunately out of its depthsresulting in confusing  messages no protocol in place followedit  more a monologue via email than real communicationit is  a pity and it is sad even more in a period where people require more help and support
Waited 40 minutes, saw numerous people arrive and go straight in. I asked why I was waiting so long, I was told I was next only for two more people to go in before me. The waiting room was like a sauna with numerous people complaining.
Spent over two hours on the 'phone two separate occasions today trying to get through. Arranged a call back 'after 3.00' as I was working. My 'phone rang at exactly 3.00 and I did not get to it in time. They did not try again. I've waited over two hours for them today, and they couldn't wait for one minute for me. I tried to call back at 4.45 only to be told the practice is closed. I was advised by a friend who is a Consultant to see the GP because of possible blood clots following an Astra Zeneca vaccination, so really could have done with some reassurance. The GPs, once you see them, are generally good, but the access at this practice is totally inadequate. You don't even get told where you are in the queue now, just that there are 'numerous' people answering the 'phone. I waited 70 minutes this morning to get through and another 40 minutes from 3.01. I gave up in the end. I cannot believe that this practice has been graded 'Outstanding' by QCQ.
Winning a lottery might happen than getting this GP appointment. Appointment Call waiting time is at least 1hr to be told ‘no appointments available for the day, all appts booked for the day. Call tomorrow at 8. If you call next day it’s same experience’I tried continuously for 5 days, it’s same experience.
GP extremely understanding of needs and prescriptions and treatments needed and available and good follow up attention from Phamacist to check when any new medications taken
A Friday afternoon. Suspected infection in a parent with underlying conditions. Took sample to the practice, saw a nurse within seconds who performed initial tests. Confirmed infection. GP inspected results moments after. The script was ready at the pharmacy with in seconds. Cannot thank this GP practice going over and above to address the issue, esp with the weekend looming and a reduction in NHS services. Thank you so much.
Norbury medical centre is the best surgery I have used. It is always very easy to book appointments. The admin staff is so friendly and helpful! The nurses and doctors are always supportive and clear about the treatment I need.Many thanks for all this, other GP surgeries should follow the same business model adopted by Norbury Medical Centre!!
I am constantly receiving texts from GPS Healthcare to make contact and get an appointment. Every time I call I am 20+ in the queue. As I am work in surgery hours, I am not able to be on the phone for excess of 45 minutes waiting. So how do I make an appointment? Other surgery's have online booking, why not this one?! But its only my health, I don't suppose it matters to the surgery, does it?!?!?
The doctors are very good but one of the receptionist is rude and blunt not good as they are the people you first talk to when contacting the doctors
Absolutely wonderful welcome to patients friendly and helpful and keeping upto date with your appointments reminders. Thank you all the staff😊
I recently attended the practice due to an infected finger and both the nurse and the doctor both gave great advice and treated my finger. As always great service.;-)))
As a busy keyworker in this pandemic, I really appreciate how efficient they have been, allowing me to place my questions via econsult with a personalised text from a doctor informing me of either my next steps or my results.  On top of it all, I have to say I am so grateful for the personalised condolences letter I received last April following my father's death.  It was really thoughtful.  I have always found the reception really polite and efficient
I had my first appointment at Whitehouse today. All of the staff were welcoming, friendly and knowledgeable. I was made to feel comfortable and treated with respect. The facilities are amazing
Absolutely disgraceful service at this centre. I spent over an hour and a half on the phone to be "greeted" by a disgustingly rude receptionist. She asked me what I wanted, I said I needed to speak to a doctor or clinician so that I could recieve the treatment I was in need of. She said "well you need to go through me for that." A receptionist should not be a gate keeper for health care. She then asked me what I do for a living, my job has absolutely nothing to do with whether or not I recieve care. When the receptionist asked me what I wanted again I told her to speak to clinician or a doctor, and also the practice manager she hung the phone up on me. She took no details regarding how someone was to contact me. Or even asked what the condition was that I was requiring medical treatment for. It is an absolute disgrace that this particular individual is allowed to operate in a customer facing position, let alone one which is dealing with potentially vulnerable individuals. The receptionist also told me that I had not spent over an hour waiting on the phone just to speak to a receptionist. I have the call logs that show I was infact waiting that long for someone to take my call, and then not even process the call. I have seen another review where the health centre have advised someone to call back if they have a complaint. How exactly is a complaint meant to be logged about the service if when you ask to speak to the practice manager you are hung up on without your contact details being taken? How is a clinician or doctor meant to call me back to discuss my medical condition if the receptionist hangs the phone up without asking me for my name, number, or what is wrong with me? This establishment is a disgrace to the NHS and needs to seriously review the quality of staff that they have working for them.
After waiting months for my results from the hospital, I rang the practice and the receptionist told me she would chase them, and within 15 minutes she rang me back with the results, and the next day I had an appointment. Amazing service from this receptionist, great practice all round. Thanks again
Visited practice for review of blemish on nose. I was seen quickly and efficiently, and reassured by the Doctor, who asked me to attend again next week for a biopsy. Having met this Doctor, l have no worries about attending again next week.
I was so pleased with my Heath care review the nurse was so friendly and made me feel so relaxed I left feeling very happy I would recommend her  to the service and hope to see her again
Good points: the clinicians are good, appointments are quick and easy to get, a decent range of physical clinics if you live in London.Bad points: they clearly don't have anything like enough clerical staff. It took weeks to transfer me onto their systems and if I hadn't called it may still not have happened. The webchat often isn't available and in fact seems now to have been completely removed. It took literally 4 weeks to reply to one routine email. Yesterday I spent 20 minutes on hold to try to sort out a problem with a mis-directed prescription.  Still not fixed, emails and portal enquiries sent days ago remain unanswered.Despite the fine clinical care thus far, I'm beginning to wish I'd chosen a traditional practice, where at least if all else fails you can contact them by physically going in to see them.
Because of the Disrespectful,  lack of professionalism , rude  Receptionist... I never had the chance to meet any doctor in this practice. They never answer the phone at any time and if you ever decide to attend in person to book an appointment, they show no sympathy and they are the worse to deal with. I was shocked how  NHS employ such people!!! I am asthmatic and I need follow up... they never book me an appointment or answered any of my calls. I heard from he neighbours when i moved to the area that they are the worse to deal with and they were right . Never came across something like that !!!!! Useless