"Atrocious."

Thank you for sharing your feedback. We are sorry that you feel dissatisfied with your recent experience. While we understand your frustration, we would like to provide some context about the changes and improvements we’ve made at the practice over the past year.

Since 2018, we’ve faced significant challenges due to a number of regular clinicians either leaving or retiring, which led to some temporary instability as we worked to recruit new clinicians. Fortunately, we’ve now been able to successfully recruit experienced advanced clinical practitioners and three new doctors to join our team, alongside our remaining three doctors. These additions are part of our commitment to providing continuity and high-quality care to our patients.

To enhance patient access, we’ve implemented a triage system that ensure all appointment requests—whether by phone or online consult—are reviewed by a GP working alongside our care navigators. This ensures that patients are directed to the most appropriate clinician, such as a first contact physiotherapist, mental health practitioner, advanced clinical practitioner or doctor, depending on their needs. Not all issues require same-day appointments, but rest assured that every request is assessed safely and appropriately.

Additionally, we upgraded our phone system in October to include a call back feature, which many patients have found useful. We’ve also introduced a prescribing team to assist with medication-related queries, another step forward based on feedback from our patients.

We are confident that these improvements, alongside the dedication of our team, are helping us meet the needs of our community. However, if you have specific concerns, we encourage you to contact us directly so we can investigate and address them appropriately.

Thank you for taking the time to provide your feedback.