Priory Medical Centre - Warwick

Lyndsey S.

I have always experienced great service from the practice.
I understand that some struggle with the online forms but for me this works well.
I find the response time is very quick. On a couple of occasions the doctor has called me back within less than 15 mins of submitting the form.
I submitted an online form this morning and got a face to face this afternoon.
Great service, thank you!

Elizabeth C.

There should no excuses made for the difficulties patients are citing in being able to access doctors and other clinicians. It is a dreaded nightmare! There is a problem and it needs to be addressed. Furthermore, to have to turn to the 111 service over the weekends (in the absence of any other provision) often involves another nightmare.

Also, my partner recently came to the aid of a man who had fallen in front of the surgery. He was a patient on his way there. My partner helped him inside Priory Medical Centre and it was obvious he needed to go to hospital. My partner asked a member of the reception staff to call an ambulance, but she said “they won’t come if we call, because he is in here”. No one came over to the man, no one gave any first aid, no one gave any words of concern or comfort. My partner was left to get the man tissues from the toilet to wipe blood away. My partner then asked the reception staff to call a taxi, to take the man to A&E, and this was done and my partner then helped the man to get inside of this when it came.

You would think if you are going to have a fall the best place to do this would be near to a medical facility, but this proved not to be the case on this occasion.

Ann C.

Don't go to the Doctor very often. Need a appointment. Online communication only. Finally told I will get a call back in four days!! Not exceptable. I need one on the day. I contacted them. One way communication. No where, for you the patient to ask question or reply online. Once they made there decision.

S N.

Response: I emailed [email protected] before Christmas. The operations manager has also not responded to the email I sent, despite my explicit request for follow-up before Christmas holidays.

I wouldn't even give 1 star if I could. I am a pregnant woman diagnosed with gestational diabetes - a condition that can have serious health impacts - I am genuinely appalled by the treatment I received at Priory Medical Centre.

The diabetes team at Warwick Hospital told me to obtain my test strips and lancets from my GP. When I visited Priory Medical Centre the following day, the receptionist was rude and refused to provide the test strips without hospital paperwork. The hospital almost immediately provided the GP practice with the necessary letter. However, I was returned only to be told to come back the next day. This pattern of being sent away and told to return continued for several days.

On one visit, the reception manager was there. When I finally said I would file a complaint, she was apologetic and informed me that the nurse hadn't sent the request to the doctor. She told me the doctor would take 2-3 more days to issue it.

After lodging a formal complaint, the operations manager told me it was a human error. Even with this acknowledgement, I still had no clarity on when I could receive my test strips from the pharmacy. Eventually I spoke to the dietician at Warwick Hospital, who told me I could finally get my test strips and lancets. I went to the pharmacy to obtain them, but when I came home, I realised the test strips didn't fit the equipment. This situation resulted in yet another trip to the GP during my work hours.

I went to the pharmacy and explained the situation to the person at the reception. He told me he would speak to his manager and asked me to wait. At some point, I noticed the receptionist leaving his shift for Christmas without providing me with any updates. He just left. Another pharmacy receptionist asked me what I was waiting for. When I told her what happened, she said she was not responsible for other people's actions.

Finally, we went into a room with the pharmacist, who told me that the doctor had prescribed the wrong strips and told me to speak to the GP receptionist to request the right ones. When we left the room, she held the right strips in her hand but told me she couldn't give them to me until the doctor prescribed the right ones. I received no apology.

So I went to the GP receptionist again, and she requested the right ones. Before leaving, I asked her when I could get my test strips and lancets. She told me that I could get them this afternoon before they closed. After this answer, I again left work and went to the GP around 16.30 to get my strips and lancets before the weekend. The receptionist was rude and told me it was too soon and she couldn't do anything. Again, I received no apology for any of these inconveniences at the GP.

Eventually, I wrote back to the operations manager and cc'd the Executive Director at [email protected]. I explained what happened, and as an outcome, I requested to receive my test strips and lancets before the Christmas and New Year holidays. Guess what? I didn't even receive a response. Mistakes do happen, but not this consistently. This practice has let me down many times, and when you combine this with rude and uncaring behaviour, it becomes unacceptable. What I tried to receive were test strips and lancets. After all that back and forth, I couldn't obtain them for two weeks. What if it was a prescribed medication?

Despite their impressive building, this practice suffers from serious managerial and operational issues. They show a disregard for patient concerns, failing to respond to complaints or demonstrate empathy. The operational inefficiencies and unprofessional conduct result in delays that can jeopardise patient health. If you're a patient, your best action is to escalate your complaints to higher authorities or, better yet, avoid this practice entirely.

M T.

Best GP practice ever and easy to access ; Online consultation way is the fastest and we get quick response. Drs , Receptionists , Nurse Practitioners all doing their best to help us in excellent possible way. Amazing building , nice parking area with pharmacy inside same building makes things so convenient .

Baked B. R.

Asked to drop off some documents however when I arrived I was told very rudely to get out and that I shouldn't be in the building as they were shut for lunch! Why is no-one able to man the desk during lunch hours? Can staff not take their lunch separately? I have work and the only time I can pop in is during my lunch hour. I was also shocked at the way I was spoken to, I wouldn't have come if I knew before hand the building was closed, perhaps a sign or message on the website? Even if the staff had just said sorry we are closed, but instead I got a scolding.

Tally S.

Love the new appointment booking system. Saves having to wait on the phone while 30th in the queue. Can submit my query and do school run with ease. Got called back with 45 minutes and seen 30 minutes after. Fantastic. Like the new building. Didn;t need to speak to receptionist but Dr was friendly and gave full explanations.

Tony G.

I have been unfortunate in having to rely on this practice quite a bit in the last few months. This has entailed using the on line triage system which has been easy to use and very efficient. Booking blood tests via the NHS App, and talking to reception staff both on the phone and in person. I have had great care from the GP's dealing with my consultations both by text/phone and in person. The nurse doing the blood tests is delightful, and the reception staff have been kind courteous and very helpful both in person and on the phone. I couldn't have asked for anymore. Thank you.