janduplessis886/england-nhs-gp-reviews huggingface dataset:
GP surgery review: st.-stephens-health-centre
Title: GPS are Excellent, shame about the receptionist
Rating: 3 out of 5
Visited: June 2023
I was on the phone waiting for an hour, I decided to go down to the surgery instead as it would of been much quicker than speaking to someone, I kept on the phone on my way over, I arrived in the queue but couldn't hear their phones ringing, when I was seen at reception I was still on the phone which was still ringing , but was not ringing in reception! The phone was ringing but on silent I could see the light flashing but they only picked it up when they wanted too. What a way too treat patients in need......
GP surgery review: st.-stephens-health-centre
Title: Poor Telephone Services
Rating: 1 out of 5
Visited: May 2023
On the 30th May 2023 I phoned the practice around 3pm and for an hour I had been put in a queue which I was at first 4th in the line which was repeatedly saying that I was 4th in the line 25 times. Then when I was second in the line it kept saying that 20 times. You really need to fix up your phone services otherwise no one will ever be able to attentively communicate with you about their medical issues.
GP surgery review: st.-stephens-health-centre
Title: Lack of response and rudeness
Rating: 1 out of 5
Visited: March 2023
I have spoken to one of the receptionist’s for my sick note she told me it was ready and to be picked up. My sister went to pick up and she had no idea where it was. I’ve queried this since the beginning of the month. Please solve this
GP surgery review: st.-stephens-health-centre
Title: Excellent rapid use of text message
Rating: 5 out of 5
Visited: February 2023
Excellent. Within hours of an ultrasound scan, referring doctor sent me a text explaining the results and confirming referral for physiotherapy made at previous in-person appointment. 

The later survey questions seem to assume F2F appointment arranged by telephone call to the surgery. Might they be updated to reflect changes in practice (eg  e-consult, telephone consultations, appropriate use of text messages)?
GP surgery review: st.-stephens-health-centre
Title: Consistent care from this hardworking team - thank you!
Rating: 5 out of 5
Visited: January 2023
As always, this surgery is overwhelmed with work. Despite this, the team provide care calmly, consistently and thoughtfully.  Here's to the team - you are hardworking and deserve praise for all the care you give your patients, day by day, year by year. Thank you!
GP surgery review: st.-stephens-health-centre
Title: Efficient and Caring Practice
Rating: 5 out of 5
Visited: January 2023
For a recent condition, this practice has performed well above the expected norm. On line consultation requests have been responded to within 4 to 5 hours and appointments offered when needed. I have found all of the staff I have been in contact with to be highly competent, attentive to my own thoughts, and caring. I cannot fault the service I have received.
GP surgery review: st.-stephens-health-centre
Title: Good luck seeing a gp
Rating: 1 out of 5
Visited: November 2022
The only way to get an appointment is by filling a form on the website, where they say they will contact you within 2 business days (or phone at 8.30 and queue for an hour). Over 3 occasions I was not contacted even after a week, and had to phone and queue anyway. On one occasion, I received a text from my gp, which I had no way to reply, so ended up having to phone again and queue anyway. Getting face-to-face is almost impossible, even when it's an ongoing problem. It's always a phone call first. I've been chasing them for 3 months for an illness I can't shake off, and always have to explain the symptoms from scratch to a new doctor every time.
GP surgery review: the-grove-road-surgery
Title: Never any weekend appointments
Rating: 2 out of 5
Visited: August 2023
Despite being part of 'The Hub' and  claiming that they have Saturday and late night appointments, its just not true. I tried and  tried to get a Saturday appointment and  they just said they weren't available every single time.
GP surgery review: the-grove-road-surgery
Title: Doesn't take patients seriously
Rating: 2 out of 5
Visited: February 2023
There is an empathy barrier I've felt at this practice verging on medical gaslighting at times. Difficult to get an appointment within a reasonable time frame and even when you can get one it's often not worthwhile. 

The default is always telephone consultancy which is an absolute abomination to medical practice. It feels like they want to keep you at arms length. I'm convinced they require some serious communication training in empathy and compassion. You won't get it here just sent on your way, illness or ailment left untreated.
GP surgery review: the-grove-road-surgery
Title: Receptionist creates a barrier to healthcare for homeless
Rating: 1 out of 5
Visited: November 2022
Requested forms to register at surgeries. I was asked to bring photo ID and proof of address. I explained that I am currently homeless yet the receptionist insisted I produce a photocopy of a tenancy agreement or letter from the council as I have not received post at my temporary address yet.

This has created a barrier to accessing a GP to assess a lump in my breast and the receptionist position on the matter does not align with NHS information which states that ID is not actually essential to register at any surgery. It is merely desirable.

Thanks for the delay in having my lump assessed at a time when I have real problems to deal with rather than clerical box ticking exercises likely due to an overly fastidious administrator.
GP surgery review: tredegar-practice
Title: Terrible reception team
Rating: 1 out of 5
Visited: April 2023
My husband was suffering from a chest infection/chest pain and we called the practice for advice from a GP, we totally understand the strain the NHS is under, however the reception staff seem to be giving out medical advice without consulting a doctor which is really concerning, I called on the 6th if April spoke to a receptionist at 10:02 am. The other concern was the receptionist stated theres no receptionist other than herself and no doctor. A Practice must have a doctor on site while open and she cannot be the only receptionist as I had asked if I could speak to someone else, I stated if the practice manager could call me back rather than leaving a review or escalating this complaint as I wanted to mention maybe some extra training for front house reception would be required but due to the vulgar rude attitude of this receptionist staff, I have decided to take further.
GP surgery review: tredegar-practice
Title: consistently good
Rating: 5 out of 5
Visited: July 2022
Transferred here from the nearest local health centre that was consistently disorganised and hard to get appointments at. Tredegar have always been responsive and I’ve received good care over the years, and in the pandemic there too. GPs could do with a bit more mental health training, though that’s a general NHS issue not a Tredegar one. Best practice in the area for sure.
GP surgery review: merchant-street-practice
Title: Diabolical
Rating: 1 out of 5
Visited: January 2024
I called the ambulance last nigh for a  health issue this is not take me to Hospita but ask  GP to contact. Unfortunately my phone wasn't working and missed call reception's member of staff was extremely rude to me I waited2 hours then called back. I was number one in the queue and I got f of  after 5 minutes . I rang straight back and was number one in the queue again. That was the way it stayed for the next half an hour and then I was cut off. This is not the first time this has happened it seems to be there is a policy  of not answering the phone after 6:30 p.m. despite the surgery  closing at 7:00 p.m.. this is not unusual for this surgery over the years I found that they do not want to see patients and  try anything to avoid it all  costs I couldn't find anywhere on the website to make a complaint and NHS 111 was useless as  itusually is  like I said dabolical
GP surgery review: merchant-street-practice
Title: Great practitioners, (sometimes) poor receptionist service
Rating: 4 out of 5
Visited: October 2023
I have always had good experiences when it comes to the care but have recently been let down by the attitude of some the staff on the front desks. Please note that on other occassions the staff on the desk have been very helpful. I visited the surgery and got ignored by the 2 ladies for about 5 minutes, no hello or acknowledgment despite me saying hello. Once one of them decided to stop what they were doing and look at me I got "has my colleague served you". Then all I got was attitude when I was asking whether my doctors letter had been signed yet. She seemed to not understand and then had a heated discussion with a colleague which I found awkward to watch.

 I had visited  previously and been told that I could only pay with cash, so I had brought cash. She then said it had to be exact cash in a frustrated tone. The lady previously hadn't told me this which was even more frustrating. I explained this and there was no apology. 

On top of this, I am often left in the phone queue for over 10 minutes despite being the first in the queue so I wonder what their system is for phone coverage.
GP surgery review: merchant-street-practice
Title: Great reception experience
Rating: 5 out of 5
Visited: March 2023
Just want to say how happy I am with the service provided by reception. Not all of them but some of them are exceptionally good. Can't comment on the clinicians.
GP surgery review: merchant-street-practice
Title: Very efficient and comprehensive
Rating: 4 out of 5
Visited: January 2023
Very efficient system to check in. The practice is clean and the GP was nice, respectful, comprehensive and helpful.
GP surgery review: merchant-street-practice
Title: Bad experience
Rating: 2 out of 5
Visited: December 2022
I’ve been registered to this practice since 2018. Luckily I haven’t had to use it too often but recently have had a disappointing experience. I have a suspected heart murmur and the doctor (who has been great) told me she sent a referral on 13 Dec. I called a few times after and was told by 2 doctors and a receptionist the referral had been sent. I had an ECG and blood test done and had a call on 23 Dec to get the results. The doctor who was meant to call was on holiday so a different doctor called and didn’t know anything (although this was meant to be results). He then said the referral hadn’t been sent and when I questioned this he back tracked and said it had. I called last week to follow up on the referral and was given a hospital number to call and when I did, they couldn’t see the referral. So I called and a receptionist said it was sent the 23 Dec so I politely explained I had been told it was sent 13 Dec and explained that as it’s suspected heart murmur, I would like this sorted sooner rather than later. I was in tears but kept calm and the receptionist responded ‘the sooner I can send the referral the quicker you’ll get seen’ and hung up. I called back the hospital who were really helpful l, gave me the cardiology department’s number and told me to call back on Monday. When I called on Monday the referral didn’t have any mention of the suspected heart murmur or request for an Echo. I am very disappointed that the referral wasn’t said when I was told it was 3 times or to be hung up on by the receptionist.
GP surgery review: merchant-street-practice
Title: Worst experience ever
Rating: 1 out of 5
Visited: November 2022
I went in for an ECG and I was just bothered by the inappropriate personal questions about my life which made me feel uncomfortable. Weird questions like my salary what has that go to do with an ECG? Reception are awesome I've had such lovely experiences with them.
GP surgery review: merchant-street-practice
Title: Unable to book an appointment for my 1 year old son
Rating: 1 out of 5
Visited: October 2022
I have called 4 times to book my sons 1 year vaccinations, however every time I call I am told the same thing - the nurses diary isn't open for the following month call back.

My son is now 15 months old and unvaccinated because it is deeming to be impossible to even book an appointment with the nurse at the GP.

I am having to wait 20 mins each time I need to speak to reception and it is really big inconvenience right now because I am a working mother who has to make time for this during my working hours. 

I do not understand why something so simple is being made so difficult. I even asked if there was anything they can do to make this easy for me, however I was told to just call back again next week for the 5th time! This is ridiculous because it concerns a small child.
GP surgery review: merchant-street-practice
Title: Poor patient care
Rating: 2 out of 5
Visited: September 2022
Various experience of poor and incompetent service, including:

- Being called in for a urine test, no record of this when I arrived, eventually given the wrong kind of test with no instructions. Had to later return to re-take after it was sent to the wrong place to be processed.
- Being given inaccurate advice about the ability to go to a nearby specialist for a walk in appointment. Said specialist did not take walk ins.
- Repeated delays in access to a doctor.
- Prescription given for a new condition without any discussion with a doctor, based solely on e-consult requests.
- Only being informed of said prescription after calling reception to check when I could expect an appointment.
GP surgery review: merchant-street-practice
Title: Very worrying for patients
Rating: 2 out of 5
Visited: July 2022
I want to start by saying I understand the pressure the practice is under, almost certainly through no fault of its own. I have lots of sympathy with all staff members working in general practice.

However, this year my experiences with the practice made me feel isolated/frightened. I felt (perhaps unfairly) that as far as the NHS and GP surgery is concerned, nobody is there for me; nobody will help. 

I began experiencing neurological symptoms at sleep onset in July this year.  I could not get an appointment with the practice. I was told on one call I needed to fill in an online form (after which a GP would review and decide whether to call/arrange an appointment).  I needed to call twice more before receiving the form, and when I did it was only applicable to people resident in Scotland. 

After persistent calling over a period of many days I managed to secure a telephone appointment that was (from memory) in more than 2 weeks' time.  My symptoms in this time worsened to the point where I was sleeping between 10 minutes and 30 minutes each night (with seizures the rest of the time).  I therefore couldn't work and could not wait for the telephone appointment (which I cancelled far in advance).  

I am financially lucky enough that I could pay c.£90 for a private GP appointment where I got a referral to a private neurologist (at which point I used my partner's private health insurance).  Again, I can only be thankful to have access to these privileges. I have been seeing private neurologists for these serious health issues ever since. 

As well as not being able to get an NHS appointment, my consultant was extremely surprised that the practice won't issue a prescription for the drugs I need in order to work (and, I suspect, live).  He contacted the surgery by letter to ask that I could have an NHS prescription, as the drugs are a little pricey over the long term, as it was becoming clear I would need them for.  I received a text message from you to which I couldn't respond to say that I would not get a prescription, but the consultant could send a shared care guidance (which I was told by the consultant is clinically inappropriate and makes no sense).  So, on top of using private medical healthcare, the practice's response means I fund my medicine costs myself, with a £40 admin fee every time I need a prescription.  

To conclude, I am 100% convinced that without my partners' private healthcare I would not be in employment now. I am so worried for the people in my local community that don't have access to the same resources I do, and who face feeling abandoned by the NHS and the practice, but without anywhere else to turn. 

I know this is a wider problem caused by underfunding, and I do not blame the practice.  However, there must surely be some efficiencies or better service that can be identified (i.e. that form for Scottish residents, prescriptions for GP patients even where they were not able to go through the practice).
GP surgery review: merchant-street-practice
Title: Extremely poor service and unprofessional
Rating: 1 out of 5
Visited: June 2022
Almost impossible to reach out to anybody over telephone. After multiple chase with reception team and was informed on multiple occasion I will get call back with updates but failed to follow up every time as told which was very unprofessional. Staff at the reception seems to be clueless and gap in communication. Practice Manager needs to review patient feedback carefully to ensure patient concerns are addressed.
GP surgery review: st-andrews-health-centre
Title: Best practice
Rating: 5 out of 5
Visited: December 2023
Was having issues with the nhs app 
The practice staff helped me throughout and got the app sorted 
Really grateful 
Love my surgery x
GP surgery review: st-andrews-health-centre
Title: unprofessional
Rating: 1 out of 5
Visited: January 2023
I've been waiting for 2 months to go to the ent one doctor gives me ear drops, the other tells me not to use them. I tell you it's urgent and you ask me for a telephone appointment, not even in person, and the first day available is April 3rd. ?shame on you
GP surgery review: st-andrews-health-centre
Title: Another awful experience of the many
Rating: 1 out of 5
Visited: November 2022
I requested if I can have a face to face for a condition since I explained like 10 times to both the supervisor and the reception that because of work I won't be able to take a call it's going to be too difficult still I was forced into doing an econsult. Explained clearly in econsult the situation still was advised to re do the econsult and sent photos. Appalling. Not much use complaining to management because nothing gets changed.

 I've had very few good experiences. One of the doctors helped alot when I was going through depression so thank you. 

The reception service is really awful. One time a staff member clearly saw me waiting as one person was taking long literally ignored me and just walked to the back. Just awful experience.

 Econsults stop in the middle of the day. Phone lines are and have always been bad. Just such an inconvenience. I've had a few illnesses that I wanted medical attention for just avoiding that place because of the horrible experience at the front. 

It's really sad that you have to make formal "complains" before anything gets done.

Just really sad feels worse as a tax payer. Also such an unprofessional environment nothing is ever addressed with staff even when issues are raised.

Really sad. What's even sadder is the fact that these receptionist and admin staff are so inconsiderate of people's mental health as I got a history of depression. Just really sad disgusted and disappointed that my taxes are going to places like this.
GP surgery review: st-andrews-health-centre
Title: Fantastic Doctor
Rating: 4 out of 5
Visited: February 2022
Always had positive interactions with doctors from this practice seen a doctor today who was amazing listened to all my concerns checked me over thoroughly proscribed my medication and booked me in for a scan. I honestly can’t fault this place
GP surgery review: st-andrews-health-centre
Title: - Very Poor Service-
Rating: 1 out of 5
Visited: February 2022
With a CQC outstanding rating, since January 2022 the practice has fallen apart and we have been receiving very poor service! 
Where should I start from-
Let me give couple examples, 
1. To speak to the reception team it takes minimum of 40-60 minutes to get through. Before pandemic there used to be 3-4 receptionists and now a days we only see 1 or 2 receptionists dealing with phone calls and walking patients. 
2. Getting a face to face appointment has become impossible.
GP surgery review: st.-paul's-way-medical-ctr
Title: Great practice in challenging times
Rating: 5 out of 5
Visited: December 2023
Overall a very good practice. Their major plus points are generally friendly and helpful reception staff, as well as kind doctors. The reception manager has gone out of his way to be helpful when I’ve been in need of extra medication before. They respond to their emails. Their medical staff are knowledgeable and are happy to collaborate with you to come up with a management plan. I have had good experiences with all of their regular doctors. Locums and PA once gave a rubbish plan that was incorrect, so I would recommend asking to speak to one of their regular doctors though this is not always possible due to high demand. Couple of times my econsults have been “lost” and not answered but really on the whole, a great practice. I feel cared for and not worried about getting sick and needing medical help as I know St Paul’s way will come through in the end.
GP surgery review: st.-paul's-way-medical-ctr
Title: Fantastic service
Rating: 5 out of 5
Visited: October 2023
I have had a great experience with the surgery as of late. I had an issue that I spoke with the practice manager about and he went out of his way to ensure that I received what I needed within the timeframe I needed it as it was quite important. Also when i went to the surgery the nurse I saw was extremely professional, kind and caring. Wonderful service, thank you St Paul’s Way Medical Centre.
GP surgery review: st.-paul's-way-medical-ctr
Title: unprofessional
Rating: 1 out of 5
Visited: October 2023
This is the third time occurs to my with on the phone appointments. I receive a text message, a consultant will call you between 3:30 and 5:30 (as I required). Nobody call me. I checked on my phone a miss call and I discover one call at 2:42 and another at 7:52 pm. Moreover , I received a message stating " We could not get through to you"
 This is to my eyes is unprofessional.
GP surgery review: st.-paul's-way-medical-ctr
Title: Online booking time window shortening
Rating: 4 out of 5
Visited: August 2023
I've been with this surgery for 6 years now. There's been a few dismissive doctors over the years and some really great ones that sadly don't stay long.
Since moving online for appointments, I've found it a lot quicker trying to get an appointment, and phone appointments have been fine too. Reception staff have been helpful over the years.
Unfortunately now the online service is turned off earlier and earlier, and on a Friday is particularly early. Saturday surgery has now been taken over by another, and won't provide an admin service.