The Family Practice Reviews Summary

Appointment System

Pros:

• "I think this is a really great doctors! I can always get an appointment if I call at 8am or sometimes even at 9am."
• "In the last 6 months I have used the e-consult facility a couple of times very satisfactorily."
• "I have always been able to get an one the day appointment if I need one."
• "Polite reception staff, can usually get an urgent on the day appointment."
• "When you call in the morning you get put in a queue instead of having to frantically call them with frustration."
• "Their pharmacist phoned back when they said they would and not only sorted out my repeat prescription, but also did a full medication review."
• "The system was very efficient with friendly, smiling staff supporting us all the way."

Cons:

• "The calls frequently drop even after waiting for 20+ minutes to be connected, and you will never be called back."
• "It is extremely difficult to book an appointment, and the system appears designed to prevent access to medical care."
• "Receptionists and appointment system are useless."
• "The practice is let down hugely by its outdated phone booking system and rude reception staff."
• "I was told to wait for... 3 WEEKS!!!"
• "Being on hold for 20 minutes or more is not uncommon, and then when (if!) you do get through it is very hard to get an appointment within two weeks."
• "Simply impossible to get an appointment."

Staff Professionalism

Pros:

• "The receptionists were kind and I am sure they are trying their best to help the patients."
• "Lovely doctors and nurses - shame about the receptionist, who wasn’t just abrasive with me, but with her own team too, by the sound of it."
• "I would like to thank all the doctors and staff at the Family Practice for the care they have given me this year."
• "The doctors and nurses are always really nice and professional."
• "Doctors are really nice and listen and will do all they can to help or give great advise."
• "The doctors, nurses and all involved are kind, warm and reassuring."
• "Every GP I have ever seen or spoken has been fantastic, incredibly professional and empathetic."

Cons:

• "The phone line often cuts you off."
• "Nurses are good with injections etc which are simple stuff but GPs I encountered are not good really."
• "Unfortunately such poor customer service is pretty typical from the reception staff, who seem undertrained and overworked."
• "Absolutely appalling reception staff - unhelpful and rude."
• "Awful and incredibly rude reception, unhelpful and very condescending."
• "Just got refused access to a doctor and told to go speak to a pharmacist by an incredibly rude and unhelpful receptionist."
• "The staff themselves are extremely disrespectful and they sound like forcing themselves to talk to you."

Practice Environment

Pros:

• "Patient here for years. Love the garden in the front."
• "Best practice I've been to and it's a pretty cool building too."
• "Personable and efficient and a lovely atmosphere."
• "This is the best practice that I’ve ever been with by far."
• "Every experience I've had here has been seamless and positive."
• "The doctors and nurses are excellent and very professional."
• "The best doctor's surgery I have been to."

Cons:

• "Pretty disappointed with the service today, I would expect to be treated differently…"
• "I found this attitude rather disappointing."
• "I have received a good level of care from the family practise however they are also responsible for the delay in me seeing a private psychiatrist."
• "I have also been promised referrals which I never received."
• "Extreme lack of contact, completely ignored my situation and didn’t call me back."
• "The doctors are trying their best but on a number of occasions now, the Practice have mis-placed or lost our family test results."
• "Used to a great practice but the quality of services has declined a lot in recent years."