Clifton Road Surgery
26 Clifton Road, Rugby, Warwickshire, CV21 3QFContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled New booking system
Rated 5 stars out of 5
by Mrs Brown - Posted on 13 June 2024
The surgery's new booking system is excellent. It is very easy to use and reassuring for someone like me who struggles with anxieties. The option to speak to one of the lovely receptionists is still there too
Visited June 2024
Review titled Clifton Road Surgery
Replied on 19 June 2024
Thank you for your comments. On behalf of the team at Clifton Road Surgery, I would like to thank you for taking the time to send such positive feedback. Moving to a new system, which we truly believe will benefit patients, can be difficult and I am sure some patients will be worried. Receiving reassuring feedback is very encouraging, thank you and I will feed your comments back to the team.
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Review titled Horrible experience
Rated 1 star out of 5
by Anonymous - Posted on 19 June 2024
I had to move from Dunchurch (which is brilliant) as I moved house and my experience has been horrible. Twice when I’ve been to the surgery I’ve had to see the same nurse prescriber who is so rude and not compassionate in the slightest. She had no idea about contraceptives, I was telling her I couldn’t have certain things that she was suggesting and she was giving incorrect information. She had to google some medications and couldn’t even pronounce them. I’ve seen her a second time for a lump in my breast (not sure why I wasn’t seen by a doctor?) and she stood incredibly close to me behind the curtain whilst I was trying to get undressed. She then examined me for about 2 seconds and then said ‘yep it’s a 2 week hospital wait’. No discussion of trying to reassure me or anything. I hope my experience is better in the future with other staff members and I will request in the future not to see her!
Visited June 2024
Review titled Clifton Road Surgery
Replied on 20 June 2024
Thank you for your feedback, I was sorry to read you have not been happy with the service and treatment you received at the Surgery. We welcome all feedback and do take our patient's comments seriously, thank you for submitting this to us. However, to enable us to look into your concerns I would urge you to write to me direct (Julie Ball, Practice Manager), providing your details.
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Review titled Unhelpful
Rated 2 stars out of 5
by Anonymous - Posted on 10 June 2024
I have just tried to get repeat prescription for my mum, who has dementia. I have just spent 2 hours trying to sort it out online as they have changed the way you do things. I have wasted my morning and have been on phone for over half hour waiting to speak to someone. The NHS system is not working how are we to use the doctors when we have to go through an app that don’t work.
Visited June 2024
Review titled Clifton Road Surgery
Replied on 10 June 2024
Thank you for your feedback. I am sorry you are having difficulty getting through on the telephone. We have experienced telephone problems today and have tried to communicate this to patients via our website and facebook page. We are having a new telephone system (our go live date is 18th June) which will enable callers to receive a call back rather than hearing an engaged tone or waiting in a queue. I am sorry to read you were not happy going online or using the NHS App – however, this is part of NHS England’s Improving General Practice Capacity and Access Plan and our surgery has moved to the NHS Modern General Practice Access model, which means patients can contact us more directly online. Contacting us online will help you avoid queues and clinicians assess the requests. By moving to this system it means everyone will get fair and equal access to care. This is newly implemented (ie last week).
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Review titled Fab service
Rated 5 stars out of 5
by Katie Magee - Posted on 30 May 2024
Yesterday I visited the surgery for my pap smear. The receptionist when I arrived was super friendly and welcoming. I was nervous like the majority of women but as soon as I met the lovely nurse my fears melted away She was so kind and patient. She made me feel very much at ease and spoke to me throughout. I wanted to leave a review as the staff made my appointment a lot less stressful. Thank you
Visited May 2024
Review titled Clifton Road Surgery
Replied on 10 June 2024
Thank you for your comments. On behalf of the team at Clifton Road Surgery, I would like to thank you for taking the time to send such positive feedback. We do try to offer the best care and support we can and receiving reassuring feedback is very encouraging. I will feed your comments back to the team. Thank you
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Review titled Very Poor
Rated 1 star out of 5
by Roydene Cutler - Posted on 22 March 2024
Contact system awful - no doctors - no clinicians- available today am came to see doctor told I would need to arrange another appointment next week as I was approximately 5 mins late - have chronic condition
Visited March 2024
Review titled Clifton Road Surgery
Replied on 25 March 2024
Thank you for your comments, we are sorry to read you are unhappy with our services. The Practice operates a strict policy where any patients that are 5 or more minutes late are asked to re-book. This policy has been in place for many years and forms part of our patient rights and responsibilities charter (included on our website). Any patients with urgent medical conditions are put on our Duty Doctor list and contacted/seen accordingly. The reason behind our 5 minute policy is to allow for our clinics to run on time and therefore not result in patients having to wait too long. I did contact you today to re-book and understand that you are unhappy and therefore did not want another appointment.
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Review titled Fast, Efficient Service
Rated 5 stars out of 5
by Anonymous - Posted on 13 February 2024
I was so impressed by the GP practice this afternoon. I booked an appointment on my app at 9am this morning. Arrived to a nice quiet waiting room. After 15 mins I was finished and had a prescription.
Visited February 2024
Review titled Clifton Road Surgery
Replied on 16 February 2024
Thank you for your comments. On behalf of the team at Clifton Road Surgery, I would like to thank you for taking the time to send such positive feedback. We do try to offer the best care and support we can. Your feedback assures us that our patients are still able to access the health care they need and are pleased with our patient care. I will feed your comments back to the team. Thank you
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Review titled Terrible Receptionists.
Rated 1 star out of 5
by Anonymous - Posted on 22 February 2024
187 times I’ve tried ringing this morning and i wish it was an exaggeration, I dread ringing and dealing with the consistently rude receptionists Not recommended.
Visited February 2024
Review titled Clifton Road Surgery
Replied on 23 February 2024
Thank you for your feedback. I am sorry you are having difficulty getting through on the telephone. Our call numbers are high and we do have a recorded message, playing on a loop, to visit our website as appointments can also be made online. We can receive in excess of 1000 calls a day. This will inevitably mean our phone lines are engaged and although I empathise and can understand why you may have found this frustrating please be assured Reception staff are working as hard as possible to answer all incoming calls. We are having a new telephone systems (we are awaiting an installation date) which will enable callers to receive a call back rather than hearing an engaged tone or waiting in a queue. Please note we are also moving to the NHS Modern General Practice Access model which will mean patients can contact us more directly online. We do receive feedback that suggests our Reception staff are polite and helpful, I would urge you to contact me (Practice Manager) direct about your complaint to enable me to investigate this. All calls to Clifton Road Surgery are recorded, therefore I will be able to listen to the call and identify if there are any receptionist training needs. When we receive anonymous feedback it’s hard to determine what the issue really is; as a surgery we receive a high volume of calls and this makes it impossible to find the call in question.
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Review titled Terrible receptionists
Rated 1 star out of 5
by Anonymous - Posted on 22 January 2024
Never had a receptionist so rude, when she’s dealings with a vulnerable person with special needs, if you’ve got problems at home don’t bring them to work with you and being your attitude to work like the woman did this morning when I rang
Visited January 2024
Review titled Clifton Road Surgery
Replied on 22 January 2024
Thank you for your feedback, I was sorry to read that you have been unhappy with the service you have received at Clifton Road Surgery. I would urge you to contact me (Practice Manager) direct about your complaint to enable me to investigate this. All calls to Clifton Road Surgery are recorded, therefore I will be able to listen to the call and identify if there are any receptionist training needs. When we receive anonymous feedback it’s hard to determine what the issue really is; as a surgery we receive a high volume of calls and this makes it impossible to find the call in question.
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Review titled Amazing GP surgery
Rated 5 stars out of 5
by Anonymous - Posted on 17 November 2023
I think this is a wonderful surgery. I can always get an appointment when needed, if I call at 8am then I will always be seen on the day. All the reception and clinical staff go above and beyond for their patients and they managed the flu and Covid vaccines brilliantly.
Visited November 2023
Review titled Clifton Road Surgery
Replied on 12 January 2024
Thank you for your very kind and positive feedback. We really do care about our patients and offer the best possible service we can. It’s always nice to receive such reassuring feedback and I’ll share this with all staff. Our flu and COVID clinics are incredibly busy clinics, where all staff work really hard to ensure everyone is cared for, so receiving such positive feedback about this is greatly received.
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Review titled Update to previous review in 2021
Rated 4 stars out of 5
by Alison Brown - Posted on 17 November 2023
For people reading some of these reviews who might be put off, this practice still maintains its high standard of patient service, but it works both ways. This morning I waited 7 mins to get in the telephone queue and within 13 mins I was speaking to a receptionist and had a face to face appointment booked for 10.30. I find that if you treat the staff how you would like to be treated then you shouldn't have any cause for complaint. If you do, then contact the practice manager, don't take your frustration out via an anonymous website.
Visited November 2023
Review titled Clifton Road Surgery
Replied on 12 January 2024
Thank you for your feedback and comments. We do encourage all those patients with a complaint to contact myself (or any of the GP Partners) – upon receipt we will investigate the complaint and respond accordingly. If there are lessons to be learnt we share these across the whole team. We do try our hardest to support all our patients and ensure everyone is treated with dignity and respect and we do ask that patients do the same with staff and I thank you for highlighting this in your comments. Thank you again for taking the time to feedback, I will share your comments with all the staff.