Poolway Medical Centre

My mom and dad take me to the doctors. I like going to the doctors, but I don't like having the needles.

i am absolutly appauled by the level of NO care and i call it No care as whomever is answering the phone does not a one caring bone in her body i beleive it may be the practice manager so no complaints are coming to the surgery you gave me pals and ombudminson here we come this is not the first time you have failed us and judging by these reviews we are not the only ones everbody you all need to report your bad experiences higher as this is not acceptable when will it end maybe when it comes to an ill patient being scared to contact there gp and so forth

No one answers phone on hold 34 mins then cut off - 5 times at different times of the day !

Always ready to help .even called me at weekends to check I'm ok. Cant fault them. Great team .

Been with this GP surgery for a long and the practice manager has been exceptionally rude on more than one occasion. She doesn't listen, just cuts you off rudely and speaks over you. She has hung up on me many of times with a condescending tone. Trying to book an appointment leads to major anxiety and fear from being spoken too like you are nothing. She does not care for patient or their problems, she is in the wrong line of work.

I call with a minor concern and get spoken too like I am nothing' how is she speaking to people with long terms issues? She needs to be constantly monitored or failing that locked up.

The secretary on the phone is rude not polite she won’t ever put through to my dr who I have had for over fifteen years she keeps asking me what’s wrong and it private between me and my dr I have called surgery many of times now she as give me an email address which doesn’t go through now today I’ve been waiting on phone for 51 minutes 38 seconds disappointed and fed up in this service and fed up

After waiting 30 minutes for phone to be answered was finally addressed by one word ‘surgery’. I was told I could not speak to the GP and could not leave a message. I was returning a call from the GP regarding my 87 year old parent. I was then cut off.
I called back and after a further 20 minute wait was reluctantly told a message would be passed to another doctor who would call me back. No-one did so I rang again the following evening. Greeted in same way after another 30 minute wait and again disconnected after giving my details.
I went straight to the surgery and spoke to the GP directly who was very helpful. I informed her what had happened and I really hope something is done to remove this awful person who should not be employed in this role.
Shocking service.

Rude woman who doesn’t let you finish explaining and talks right over you. If they are not good enough to do the job they should either get trained or learn how to speak to patients, this is not the first time I have had to speak to her and she is always rude. Get better staff and GP that you can get appointments with.

Since lockdown it is the practice manager answering the phone not the receptionists. She is rude arrogant and speaks over you. If you work good luck getting an appointment! Also if you need help with transfer for an elderly patient to the practice who is at the end of life, prepare to be insulted and get nowhere.
She’s rude and arrogant told me to drive 3 hours away to get my dying fathers medical records from his doctors, knowing full well that they wouldn’t have given them to me. Also told me she wasn’t to know I wasn’t cohearsing him into coming home to be with his family when he passed even though the nurses had called the practice to state the situation. She told me it would take at least 6 weeks to decide whether she would except him as a patient and in that time he probably wouldn’t be here anyway. Her priorities would be her existing patients which clearly they are not. She has no compassion and really should rethink her job position. Another doctor did take on my father that afternoon, we had 3 weeks with him until he passed. The doctors and nurses that know what went on were disgusted and asked if I really wanted them to care for him with such lack of care and compassion.
People really need to speak up and make complaints when they are not happy. Just remember she’s the practice manager so any complaints directly in the practice would go to her. Be ready for the lies and excuses. You need to go higher !
This is from a patient who is very concerned about the management of the doctors and worries about the patients who she may put off by her abrupt manor that need help from the Doctor.

Called to get repeat prescription, waited over half an hour for her to answer the phone to be told ‘the specialist team’ doesn’t start till 4:30 so to call back then explained I was at work and could she take my details to pass on to them to be told no. However since lock down she’s been doing it when I’ve called. The two ladies are lovely, they were clearly not trained by this woman! Arrogant and rude!