Whoever owns & runs this practice should be absolutely ashamed of themselves for the cheap system they force the receptionists to use. There is not even a call queue or call waiting of any kind, not even hold music or a busy signal - you just start ringing the phone at 8:30 AM and then if someone else is on the line, the phone hangs up immediately. You spend the mornings when you need an appointment smashing the call button repeatedly and praying someone picks up so that you can speak to a doctor over the phone for 10 minutes. Often this will repeat over multiple days. Don't get me wrong, the receptionists and doctors themselves have been fine as people, but we have constant problems with the way this practice is run. They seem to never get our routine/repeat prescriptions right - often our prescriptions haven't been sent to the chemist even when we've asked them to be placed on repeat and despite what feels like our seemingly constant attention to checking in about them. Most recently, we ordered a prescription on a Friday and it has just been entirely lost JUST before our holiday. Again, I have to imagine this is not the fault of the staff themselves but management / ownership. Don't even get me started on the website - full of frantic, bolded, red text shouting at you not to be angry with reception and only to call if you are desperate. If you have to ask patients so insistently to be calm, perhaps you should consider what situation is working them up in the first place! Spend actual money on the things that would make a big difference to patients and reception alike: call queue, good software, better organisation. ✨ update ✨ they also won’t help transgender patients and refuse to share care. Trans folks, look elsewhere.

This doctor’s surgery has went so far downhill in its customer service it’s actually hard to fathom that they are public servants. It’s not a staff problem as they are as helpful as can be. Clearly management and operations. I get that the pandemic has changed how we can obtain services but the limitations in accessing simple services from Buckingham Terrace are beyond belief. Surely not having people waiting in the surgery with more telephone consultations would free up MORE TIME for reception staff? Well, no. It’s almost impossible to get through to speak to someone. And when you do, they told me to online to book. I mean? Really? They have also: - limited when you can call for repeat prescriptions - stopped future appointment bookings - added an answering machine message that is so long you can’t get through to a receptionist unless you wait and hear the same message over and over - even when you are told to call early in the morning to get an emergency, same day appointment - went from two days for a repeat prescription to unknown length of time time, if it ever gets processed and sent to your pharmacy These are the things I know. Buckingham terrace have went way past useful customer service and hampering contact with patients. It’s hard to see how they have any patients if no one can get any service without a complete kerfuffle or unlimited time to hold or redial. If you are thinking about joining this practice, change your mind and go elsewhere. Honestly, the worst service of any organisation I know. And, I work in marketing.

If you like have your mornings soundtracked by an engaged tone, or enjoy being fobbed off when you do eventually get though - then this is the practice for you! Honestly though I've called literally hundreds of times, yet still not been able to talk to a GP. How on earth is this the best system for making appointments?!?

You will need to lower your expectations once more, cos the goalposts have moved again. Calling at 0830 does not even mean you'll get a same day return call anymore - just the "first available". Mine was next day. If you (+they!) think it's urgent then you might get lucky. It's all about what's convenient for them now and not us, the patients. Spend 3 hours (6 hours if you're lucky) praying you don't miss a phone call (cos they sure don't try twice). It's all done to lose you.

The receptionists here seem to think they have medical degrees and now I'm having to put in an official complaint against this medical practice due to the receptionist refusing to start the process of getting my grandfather a dementia assessment. He is currently in the hospital with a serious head injury that could have been avoided if the receptionist here didn't block his access to medical care. Utterly appalling behaviour and attitude. we had a similar issue when trying to get my mum mental health help, they are a terrible practice to have to deal with and I would not recommend it to anyone.

2 years in this Practice and I have never been able to see any doctor nor practice nurse. 40°C temperature or losing half hearing from an ear, nothing changes "call back tomorrow at 8.30".

The doctors are lovely, HOWEVER the system and one of the scottish receptionist is awful. I called bang on 8:30, had to call back 15 times as all queue was full and then when i finally was put in the queue i waited 25 minutes to be told no appointments were available for today with no apology or concern. Receiptionist was rude and not helpful at all. Ive been at this medical practice for two years and im finally changing as i cant believe how awfully it is run

Worst GP practice I've ever attended. The doctors and receptionists are nice enough. The administration is actively terrible. Wait times for phone appointments extend into more than a day. The admin staff are rude and reluctant to solve problems, it really feels like they want to provide as little healthcare as possible. They are terrible with transgender patients in particular, several of my trans friends have found them impossible to get any care from.

Ive been with this surgery since 2002 when I moved to the area. On the very rare occassion I needed them they were excellent. Im not sure what has happened but most of the doctors I knew are gone & now I actually really need them I cant get an appointment. Reception staff are acting as triage & when they ask why i want an appointment i get an "oh" in a thats not serious enough voice followed by "try calling early next week" Since when did reception staff decide what is & isnt important, are they medically trained? I can't change Gps as because of covid nobody is accepting new patients who already have a docyor. Well done NHS for pushing me towards a private option which i can't afford

Impossible to get appointments. Very limited in advance appointments. Have to phone at 8.30 am. Too bad if you can't get through. Forced to go private.

Apparently if you miss the call from the GP and try to call back as per instructions, is 'your fault' - and book you for another appointment in 10 days. Don't even try to ask for a in-person appointment.

Very poor service, impossible to get appointments as half the admin staff and doctors are always on holiday. Moving to another GP because it is impossible for a GP to be worse than this one. I’ve been with this GP for over 5 years and it has been consistently awful, I should’ve moved a long time ago. I have never reviewed any service or business 1/5 before, that’s how strongly I feel, please never come here. Avoid if possible.

I have been trying to get an appointment for the past 1 week for my son. First of all it’s impossible to get through at 8:30 you are either not put through, because too many are calling. Or you are in the queue waiting for at times 25/30 minutes to be told there are no appointments left as only two doctors are working. Today is Monday the 20th and it’s 9:19am to be told yet again there is no appointments left. My son has a lump on his neck and a rash but that’s not considered as an emergency. I want to add, we as a family very very rarely go to see the gp unless there is no other choice but it’s impossible to get an appointment here. If you are thinking of joining this practice then don’t bother because you will never get an appointment. I had no choice but to give 1 star as it doesn’t allow zero.

I like this surgery and have always found staff (reception and Drs) to be pleasant kind and helpful, and I really do appreciate your efforts BUT .. You apparently just "lost" my prescription today (when the chemist called up to enquire where it was). So, I detoured and walked into surgery to establish the facts - lady goes to the back and comes back with prescription but no explanation or "sorry" is offered up. What's happening here exactly? A GP surgery "losing" prescriptions? And pls introduce a queuing system for the phone lines. We cannot spend our mornings just hitting redial for 20-30 mins to constantly get the enagaged tone. (I'm even starting to wonder if you ONLY pick-up once someone has redialled you x no. of times. Maybe you have software that's telling you this)

This was my practice for 10 years. The receptionists have been godsends during some very difficult times. They are professional, efficient, and most of all they are caring. The practice nurse has been patient and understanding. The doctors have helped with minor and major problems. Dr Smith in particular has been exceptionally diligent in her care. I’ve always felt in safe hands. My only wish was that my parents and sister (who live in another area) could transfer their care to this practice!

Surprised to hear so many terrible reviews. I find the receptionists kind, caring and efficient considering the overwhelming changes that have occurred through ciovid. All the Drs especially my experience with Dr Smith are absolutely wonderful. I do agree that it is difficult to get an appointment these days however, I feel safe and cared for in this practice.

Excellent surgery. The Doctors listen to you. They offer advice, they prescribe the best course of action, they check in with you when they don't have to. It's a wonderful caring person centred practice. The reception staff are faultless. Professional, helpful, personable, and efficient. Before lockdown, I could get an on the day appointment when I needed. I have had an on the day consultation over the telephone that has been thorough and reassuring. No different from being in the surgery to be honest. Brilliant practice.

As written in many recent reviews - being a patient at this Practice is a bad experience, in many ways. For example, the doctor was patronising, dismissive, did not listen, and made the situation worse. Thankfully I've now spoken to a doctor elsewhere. He was professional, clear, kind and explained that treatment was "absolutely necessary".

The doctors and receptionists are lovely, kind, compassionate, professional people. You can tell that this maybe "a" job, but they don't just treat it as such. You feel listened to, validated, respected, valued. I have been moved to tears at the empathy and sweetness of the GPs who have treated me more favourably than I deserve, and I am as surprised they seem to like me as I am grateful. The staff work a tiring, thankless job, decimated by NHS purges by austerity measures, inteference on ideological grounds and a woeful neglect of the heart of the NHS. Thank you one and all Buckingham Terrace. If I am alive 17 years longer than I thought I ever would be. I can never thank you enough.

Fantastic practice, Receptionist work so hard and are extremely professional and friendly. The Dr's give that extra bit of care and let you know your are getting the best care. 10/10.

Not a very comfortable experience if you're trans. They refused to remove my previous name from documents addressed to me and they denied me access to blood tests whilst waiting to see a specialist.

I was expecting sass from the front desk after reading the reviews but honestly, the receptionists was really nice, very helpful and went out of her way to make sure I got the joined up test results I needed. Dr Irons was fantastic too, he was thorough and had great bedside manner. I only wish I didn’t have to change my practice because I’ve moved from the catchment area.

The doctors are great, but it's way too hard to get an appointment. I literally still have nightmares about when I was a patient there. I switched to a different practice, and I am so much happier.