"Not how it was sold to us at all…."

This medical practice promised more doctors, appointments, and better care at its opening, but the experience has sharply declined. On my last visit, I was delayed by roadworks and called to inform the practice I was on my way. Arriving 7 minutes late for my 10:42 AM appointment, I was stuck in a slow check-in queue on ground floor. At exactly 10:52am I received a text claiming I had dna my appt and citing the cancellation policy. Despite being physically present in the building, the doctor refused to see me, citing other patients were on his list to be seen, even though I had taken time off work and was dealing with a visible, painful possible infection requiring urgent treatment. The receptionist kindly intervened, messaging the doctor, but he refused. Fortunately, a cancellation allowed another doctor to see me but the initial refusal was humiliating & harsh especially infront of the other patients waiting to be served.

This rigid 10-minute rule is unfairly enforced. I’ve never been seen on time, often waiting on avg 20-25 minutes past my appointment time and more. The doctor’s refusal to treat a patient already in the practice, over a mere

10 minutes (even though I was in the queue before that time was up) shows a lack of compassion and prioritises protocol over patient care. If my infection had gone untreated, the consequences could have been serious. The practice’s overworked doctors, many of whom seem inexperienced or disengaged consistently lack empathy. Patients deserve better—flexibility, understanding, and actual care, not arbitrary rejections after weeks-long waits for appointments. The appointment booking system at this practice is deeply flawed. The v-consult form, touted as an “automated” solution, is cumbersome and unfit for purpose. Receptionists, with no medical training, are tasked with assessing urgency and scheduling, which is inappropriate. The new ish requirement to disclose the reason for an appointment is intrusive and ineffective—supposedly required to match patients with the most qualified doctor, yet appointments are consistently assigned to the same-day duty doctor, rendering the inquiry pointless. Worse, some receptionists overstep their position by offering medical advice or suggestions, which is unethical, dangerous, and reckless. This broken process fuels the flood of morning calls from patients desperate to be seen. The practice manager must overhaul the system, leveraging technology effectively and ensuring receptionists serve as administrative support, not untrained gatekeepers deciding who gets care. There are great Drs and staff at times but unfortunately it gets overlooked when a lot of neglected and negative issues keep happening. All the best doctors and doctors who came to join forces with other practices have left…. Why? There’s a whole new list of doctors that no one knows and it doesn’t feel safe anymore. Its a shame and needs sufficient attention to our feedback.