Derby Medical Centre

I have always found the staff (doctors, nurses and receptionists) kind, friendly and helpful. I haven’t felt rushed. Very nice team.

Always have difficulty getting an appointment.even worse now its on line

I have been with this surgery for two years now and I couldn’t be happier. It’s like night and day when I compare it to my surgery in London. The doctors here actually care and you don’t get the impression seeing you is torture for them. Dr Tooke and dr Deveson are absolutely brilliant: caring, compassionate and competent. The receptionist are friendly and helpful. Considering the pressure GP surgeries are under I don’t know how they do it to be honest. Hats off.

I have been with this surgery for 42 years. I have always had excellent treatment and I like the fact that you mainly see your designated GP. Even through the pandemic I have always had excellent service. Although I hope face to face does come back as I much prefer it, I have always had a prompt response with telephone consultations. I personally can’t think why face to face cannot come back after Covid settles as the population in Epsom has not increased significantly and they managed before the pandemic. I think important things can be missed over the telephone as has been shown on the news

I registered with this surgery just over a year ago, I’m always able to get an appointment and all the staff are lovely including the receptionist .

I have tried on two occasions to make a Dr’s appointment for my young son. On the first occasion I was told I had to recall at 8am the next day which I did. Finally after 16 minutes of constant redialling, 60 attempts to call and one experience of being cut off whilst I was 3rd in the queue, I got through. I was pushed into one appointment slot with my named dr (who neither myself or my son had ever had an appointment with before). When I said this was not a suitable time and asked for an earlier appointment she said it was this or nothing then cut me off!!! She didn’t care to ask the age of my son or how sick he was feeling to test whether this should be an emergency. Very disappointed with service and it really is not the receptionist’s role to judge who should get medical treatment.

I have always received excellent clinical care from the nurses and doctors. However, I do believe that the reception staff could be friendlier. A smile and a helpful attitude costs nothing. This is a common feature of my experience the few times I have visited. Today I waited my turn and asked (politely, and with a smile) whether a prescription was ready. I heard and saw her say to her colleague, before answering me "I'm off just as soon as I am done with this person." Then, the tone and manner in which the receptionist responded directly to me made me feel as if I had asked a stupid question, and as though she resented me being there and that she would rather I left her alone. I am sure the pressures of working within the surgery, of dealing with the burden of administration and with everyone's enquiries and are huge, and that sometimes the frustration of the job can spill out in this way. But part of the responsibility of a receptionist is to be able to put on an unruffled front, whatever is happening behind the scenes. They are the first and last person a patient interacts with in the surgery and have a hugely important role in helping patients navigate their care, and to make them feel listened to and cared for. They are part of the clinical team and the way they interact with patients has a real effect on the process and outcomes of care. In being made to feel small, or a burden, patients are not being helped to care for themselves. For example, I can imagine that someone else in my position would now rather forego their medication than dare ask again about their prescription being ready. I am sure this is not what the receptionist would want. So my constructive suggestion: the role of the receptionist matters to us patients; we see you as really important and valuable; we care and are aware that your job must be stressful. But we also want you to care about us. Please smile and be warm, even if it's an act, even when there is too much work to do, and even if some of our questions sound stupid to you. You see many many patients who might well all ask the same questions of you. So they may sound like obvious questions to you. But for each of us, it's probably the first time we're asking. Please speak to us as you would want to be spoken to. It really makes a huge, huge difference.

Nurses also did my INR today which saved me coming back again this week. Thank you.

Relatively very good access to service. Good personal care.