The Robert Darbishire Practice Reviews Summary

Staff and Service Quality

Pros:

• "I’ve been with this practice now for over a year and have them to be pleasant, understanding and listen to any issues."
• "Also a couple of month ago I was in contact by email with a lady from the admin team Dina who was such a great help to me."
• "nurses are exemplary as always im bad at blood tests and they did everything possible to make me feel better."
• "The staff have gone out of their way to show kindness, compassion and a willingness to support as much as possible."
• "Was seen promptly by a very nice and competent GP, if anything I got more attention than I normally get at my own doctors:-))"
• "I recently visited the practice and was greeted my a lovely friendly receptionist by the name of Tracy."
• "Marvellous GP practice, all staff and Dr's are really helpful and friendly."

Cons:

• "Extremely rude doctors, they also moved the best doctors that were there to other practices!"
• "They don't care about patients too many people will get hurts because of they are careless."
• "The doctors and staff very rude and careless."
• "While waiting in the waiting room, I was amazed at how rude the receptionist was to patients."
• "System is disorganised and careless; staff are inconsiderate and passive-aggressive."
• "Few Staffs on reception quiet rude and unprofessional so need to improve customer service."
• "The worst receptionist who doesn't really care for patients and very rude as well."

Appointment and Accessibility

Pros:

• "Can normally get an appointment on your 1st or 2nd attempt which is pretty good given how many people they must service."
• "Always called when they said they will do."
• "You're unwell? Call up, you get called back within an hour or two, assessed, and then called in (usually same day), or booked in for a regular appointment."
• "Referral to specialist or specialist support arrangements made quickly."
• "I can submit queries online any time of day and the clinician sends me back their response."
• "This place has come on leaps and bounds... ever since they brought in the online system, I can honestly say the service has been excellent."
• "Due to an ongoing and chronic condition, I have to contact the practice often. Most of the staff are lovely and are very helpful and empathetic."

Cons:

• "Needed urgent blood test done of my children. After 13 cancellations and 2 times they lost the blood sample we finally got the result."
• "It took them over 4 weeks to register me even though I already had an issue to deal with urgently."
• "Not enough staff to manage such a big practice, trying to get an appointment means dedicating a whole day to it."
• "Booked a call back from a Dr on a Friday got 2 calls both recordings saying the practice was closed on Saturday evening."
• "The online form is broken and doesn't accept international phone numbers which makes it literally impossible to book an appointment through their website."
• "Waiting times are crazy long and good luck getting a repeat prescription."
• "The phones are always busy and when you finally get through you probably have to wait until the following week whilst your problem gets worst."

Communication and Follow-up

Pros:

• "Brilliant practice. I have been going for 4 years now whilst at university. You are always given a call back, and sometimes given help without even going to the practice."
• "I was seen at the practice on a Friday and by the following Tuesday had received my results."
• "Honestly I'd usually rate this practice at 1-2 stars but for the first time in what feels like forever I've actually managed to speak to a receptionist (Michael) who was competent and wanted to help!"
• "Every GP I've seen here has been lovely."

Cons:

• "Also, they don’t communicate when your test results come through."
• "Requested urgent GP letter in 31st August... did not get any contact for nearly a month."
• "The appointments system is also shoddy beyond belief - vast majority of the requests I've made got completely ignored."
• "Every single time I've had an appointment or test, I have had to chase them up for the results as I never receive a phone call as promised."
• "I almost always receive calls after 5pm no matter how early I fill in the form as well, which as you can imagine, makes scheduling hell."
• "I was expecting a telephone call for my son after making appointment which took me 2 days."
• "She cut me off and loudly said bye when I was trying to explain my situation and was not finished."