The Poolway Medical Centre

Zero stars from me practice manager needs a lesson on how to treat people with respect after all the patients pay there wages. Dr Khan is a brilliant doctor but your not allowed to speak to her. Advice given is make an appointment with Livi to which i did . Livi doctor was lovely but unable to examine me with a camera and said i need to make an appointment to see my doctor or go to an urgent care centre . I was unable to find an urgent care centre to answer the phone. Today i called the surgery and explained but apparently its not urgent enough to see a doctor and suggested i go to urgent care centre so now im confused is it urgent or not. Next step i dont have a clue i need to see a doctor but cant unless its urgent not sure what urgent is so i give up

If i could give this place 0 stars then i would. My daughters mom rang up today as my daughter has had a cough for around 2 weeks now. She has had 3 COVID tests that have all came back negative, yet the rude lady on reception was still convinced that my daughter had COVID. All her mom wanted to do was talk to a doctor. She was told “we have done all we can do” by the receptionist who has all of sudden gained a medical degree!. I cant believe the attitude of the receptionist who seems to pass everything off as COVID because they cant be bothered to actually do their job!.This practice is normally really good but after today i have realised its an absolute joke!!!*NOTE FOR PRACTICE MANAGER*Employ some new staff who actually have customer service skills and maybe a little bit of knowledge!

I can completely agree with all the other comments regarding the nasty horrible receptionist/manager at this doctors. I have never come across anybody so rude in my life, and for a doctors surgery to have somebody like that on the phone, managing and booking all appointments is out of order. The whole point of a doctors surgery is to call when your in need of medical help and all you get is abuse and an argument. The lady is a bully and doesn't have an ounce of care about anybody. I have put in 2 written complaints and one verbal and still nothing has been done, I haven't even heard back anything from my complaints. I have 5 generations of my family who have attended this surgery and I now no longer use this place, it makes me sick to my stomach that when I'm ill I can't ring my own surgery for help. Although DR Khan is an amazing doctor, I have now lost all patience and hope. I am also disappointed how my complaints have been completely egnored. Surely, after as many complaints this surgery have recieved something should be done. There isn't one person I haven't spoke to that hasn't agreed with how the receptionist treats everybody. I was told her name was Fauzia Khan, that was the name I was given to write on my complaints form. In which she shouted down the phone to me when i said i wish to put a complaint in You better come down here now and get this complaints form I want to see in person"I could literally list so many times this lady has been unprofessional but it's a waste of my time and nothing gets done. I just hope if your considering coming to this surgery you read this and go elsewhere."

Dr knan herself is an excellent gp and such a kind and caring lady. Your practice manager whom is the only person you can deal with. Is appalling. I phoned this morning with great concerns over mental health issues regarding a family member. Was told abruptly I'm ending the call she needs to call herself. I explained she is not in the right mind set that's why I'm reaching out. Again was told. I'm stopping the call right now I said you really are a good source of help aren't you. Call 999 was the reply. Dr Khan you seriously must do something about how your surgery is been run. I'm so frustrated you cannot get past the practice manger who definitely has no duty of care to your patients. She badly let's you down. It's been an issue going on for too long. She seriously needs to be replaced. I can't understand how such a nice gp. Can have a person with no compassion working along her

Cannot get through all I. Want is a prescription 3 days I've tried to get through rings out or engaged only good thing about this place is Dr khan

Dr N Khan stands out in a league of her own. She is an excellent Dr in every way. However the new receptions are rude, condescending, unprofessional and talk over you all the time. If you can get them to answer the phone within an hour (or at all) is a good day but they you have to deal with them. They even had the cheek to ask me why my number was withheld. I mean what has that got to do with them?!? I’ve made appts and turned up only to find out they never booked me in. They must think they are doing a great job but all they are doing is bringing the practice down. Julie and Helen we’re absolutely outstanding maybe they can pop in to train the new receptionist.

The woman who spoke to my grandmother about arranging an appointment on behalf of one of her grandchildren (who is a minor) ought to be ashamed. The utter disrespect and condescending attitude that my grandmother has had to tolerate is despicable. To have such a rude, ill-mannered and impertinent woman as the first port of call to a Doctor's surgery is absurd. The lead GP should seriously consider either replacing this abhorrent woman or giving her training in how to speak to people with the respect they deserve. Disgusted with what I have heard and to echo the comments of others, this display deserves 0 stars.

Dr Khan is an amazing doctor herself she has been my family doctor from i was a little girl, the previous receptionist were also ever so lovely, even under pressure they handled everything with care. However, the surgery has now gone downhill, there’s this new women who’s been there for over a year, she handles all the calls and whether you get an appointment or not, she is RUDE, she speaks over you, never wants to deal with the concerns in the best way, never books through appointments and hangs up on you. When i called back today and asked for her name she lied said “KATE” which it is not and hung up on me, she is very argumentative with every patient. How she is still there i don’t know but i think its time for her position to be reconsidered.

This is a fantastic practice, the manager is so helpful and my DR is the best I've ever had.I have MS and the practice manager has been so supportive and has given me so much help in getting the adaptations I need so I can stay in my home.She always has time for us and it's a pleasure to talk to her.I highly recommend this practice.

Arrogant staff/doctors who won't accept calls for complaints, keep disconnecting calls without letting you finish your conversation, very rude and keep putting you on hold for ages.