The Speedwell Practice Reviews Summary

Reception Service

Pros:

• "Speedwell receptionists really do go the extra mile, they actually know who the patients are and their backrounds no many surgeries could say that."
• "The reception staff have been amazing. Honestly, they go over and beyond to really try and help."
• "A massive thank you to the front of house admin team."
• "The receptionists are so friendly and happy to help."
• "Very well organised process for flu vaccines - on a Sunday (good for parking), specific entry times (down to the minute) given to minimise queueing time."
• "Booking an appointment was very professional and easy."

Cons:

• "No customer service at all!!! awful!!!"
• "Everytime I have an appointment there is a minimum 2 hours wait even though you arrive on time."
• "Some receptionists at The Speedwell Practice are unhelpful and rude."
• "Receptionist's attitude here is awful."
• "The receptionist expressed a very impatient attitude telling me to complain NHS and refuse to offer any support and directly hanged my phone call."
• "The practice reception attitude is extremely extremely extremely extremely awful and horrendous."
• "Very awful and unprofessional admins with rubbish attitude..tried to change appointment date on the phone."

Doctor/Patient Experience

Pros:

• "GPS are always caring and knowledgeable."
• "They are prompt, caring, and very professional."
• "I couldn’t have wished for a better service from the NHS."
• "The doctors at this surgery are fantastic."
• "All the doctors are caring and kind but I especially benefited a lot from Dr Natasha Qayumm."
• "The GPs and practice nurses are so professional and lovely."
• "Always had a very professional service from the old and new and from the admin staff without whom the practice would not function."

Cons:

• "There used to be good doctors and good staff, but it has become unacceptable recently."
• "I have had a very bad experience there with a certain Dr K. who was aggressive with me."

Efficiency and Management

Pros:

• "The system of sending prescriptions to a local pharmacy has worked so well also."
• "I find the online appointment system much more efficient than the old telephone-only one."
• "I went for my flu jab today on Sunday 19th Sept with the letter the surgery had sent me... Brilliant service."

Cons:

• "For one prescription you have to send lots of emails."
• "Time management is zero seems like doctor only sees people every 2 hours."
• "At any given time before the pandemic (and worse after) the earliest appointment you can get here is almost always more than 1 month later."
• "This GP Practice is abysmal, disgusting, shameful, unprofessional, incompetent."

Appointment Scheduling

Pros:

• "After completing the online appt request I was offered a phone consultation with the doctor that I asked for."
• "My appointment was on time and Moira was very helpful and patient with all the questions I asked."
• "I probably had the most painless extraction of my blood in my entire life... and she wrapped it on time allowing me to be on time at my office. That is professionalism!"

Cons:

• "This surgery has definitely the worst reception staff."
• "This GP has always had an issue with making appointments."

Quality of Care and Staff Professionalism

Pros:

• "Recent appointment with Dr Ali was fantastic as always. She is very diligent and has empathy, patience and is very kind."
• "Recent conversation with receptionist Jackie was great. She was very helpful and personable."

Cons:

• "Every single worker at this medical center is worthless negligent unprofessional dishonest and lazy."

Facilities and Environment

Pros:

• "There is a lovely garden in the waiting area where you can wait instead of inside."
• "The practice is clean and well maintained."

Cons:

• "The building is not designed well for a GP's office."

Communication

Pros:

• "The doctors and nurses always communicate well."
• "The doctor called me exactly at the scheduled time for my phone appointment."

Cons:

• "They never answer the phone."
• "I have been hung up on multiple times after waiting 20+ minutes to get through."

COVID-19 Handling

Pros:

• "During Covid-19, I think they managed well with online consultations and phone calls."

Cons:

• "They are using Covid as an excuse for poor service."
• "Vaccine rollout has been terribly slow compared to other local surgeries."