The Connaught Square NHS General Practice Reviews Summary

Accessibility and Responsiveness

Pros:

• "We have all experienced the pleasure of going through GP receptionist to book an appointment."
• "...was finally pleasantly surprised when my many appointments with my really weird schedule requirements was sorted out by lovely Frieda."

Cons:

• "...it has been a real struggle to contact medical staff at the practice."
• "Patches no longer seems to work as a portal to contact the GP and I have spent over an hour on hold..."
• "...this is the second month in a row that i’ve had to rely on 111 to give me emergency medication due to this practices negligence and lack of care with the patients."
• "Impossible to have a face to face consultation."
• "I called about chest discomfort and was told to go to Urgent Care where I waited for 4 hours to be seen instead of an emergency appointment to see my doctor."
• "...I called again, was told an appointment had been made for Wednesday, without my knowledge, which I am unable to attend..."
• "This surgery is a shambles. No walk ins?- cannot get emergency appointments. over subscribed- takes around two weeks to get an appointment."

Reception and Staff Attitude

Pros:

• "It has been an absolute pleasure to have my son looked after in this practice."
• "I have nothing but praise for Jade who was working on reception today."

Cons:

• "Appalling. Reception staff are not trained and have no interest at all in their work."
• "The receptionists are like malfunctioned robots and rude."
• "Some of the reception staff completely lack compassion and you just get the feeling that they don't really care."
• "Male reception staff member very rude, it only takes one to ruin the whole place."

Management and Operational Issues

Pros:

• "...big applause to the receptionist that have to take constant abuse everyday for trying to their job and following the rules at the same time."

Cons:

• "Let’s start with the staff, the poor receptionist get all the complaints and it’s all because of management."
• "The practice should review the operations behind booking an appointment and following up on actions from an appointment to improve the service that they deliver."
• "...the last receptionist I spoke to told me he wasn't a computer engineer when I reported a glitch of their system which had not been fixed for 9 months."
• "...I have been trying to make an appointment for more than 5 weeks and they keep saying they will call me and they never did even knowing that I have a bad physical condition!"

Quality of Medical Care

Pros:

• "The doctors at Kings Hospital I spoke of are NHS doctors... all care with regards to endocrinology and the effect on mental health is NHS (and they have been fantastic)."
• "...the doctor who called me last week was kind and helpful and offered me referrals to look into my symptoms."
• "...nothing but excellent support. As a working person and because of Covid, I don't want to be sat in surgery waiting."

Cons:

• "When I was finally diagnosed with that tumour and a requested a face to face GP appointment, they said ‘what do you need an appointment for? You already know what it is’"
• "They don’t care at all. Very unprofessional. You can wait 1 week for your prescription. I have so much pain since December and been getting send from doctor to doctor and had wrong medication prescribed."
• "Unprofessional doctors, doctors have no idea how to deal with your medical Problems you have and prescriptions! They would rather let you die then prescribe anything to save you!"
• "This has to be one of the worst experiences I've had with doctors in my life. The clinic seem to do everything possible to ensure you do not see a doctor."