Friends and Family Test Results

Good

Happy with Ms Darshna Shah who took bloods, and Dr Rakesh Choudhary who did telephone consultation.

Dr called me at around 1pm but back office who arranged the appointment told me that the Dr would definitely call me before 12 noon. When I mentioned this to the Dr, he said that the back office staff did not put a note in the system aleerting him that I would be unavailable from 1pm onwards. Most of the issues centre around the back office staff. Please provide them with appropriate training.

Poor

I never get appointment and then I call they say no appointment

Very poor

I called the surgery at 8:00 AM and was 7th in the queue. When my call was finally answered, I explained that I was experiencing significant ear pain and suspected an infection. I made it clear that a doctor would need to examine the ear in person to determine whether it had cleared up or not.

However, the receptionist immediately told me that all appointments were fully booked for the day, without offering any real support or empathy. I stressed that this was an urgent matter, yet I was only then offered a callback from the doctor as an alternative.

When the doctor did call, he confirmed that I should be seen in person and advised me to come to the surgery.

This experience has left me very concerned. The initial interaction with the reception staff felt dismissive and unprofessional. There was a clear lack of compassion, and I strongly feel that some patients are treated with more courtesy and care than others. This inconsistency in service and tone is unacceptable, especially when it comes to urgent health matters.

I urge the practice to review its front desk procedures and staff training to ensure all patients are treated fairly, respectfully, and with the urgency their situation may require.

One area that urgently needs improvement is the attitude and communication of the reception staff. When I called with a clear and urgent concern about ear pain and a possible infection, I was quickly told that no appointments were available, without any genuine effort to assess the urgency of my condition or explore alternative options. This felt dismissive and lacking in basic compassion. Only after I insisted on the seriousness of the issue was I offered a call from the doctor—who then told me I needed to be seen in person anyway. This suggests that proper triage was not carried out from the start. Additionally, it often feels like certain patients are treated more favourably than others, which raises concerns about consistency and fairness. Every patient should be treated with equal respect and priority, and the practice would greatly benefit from ensuring that all front desk staff are trained to communicate more professionally, show empathy, and follow appropriate protocols for urgent care.

Good

I’m happy for them when we need appointments they always arrange

When our health check due they should inform us

Good