Absolutely awful. Been with the surgery 25+ years. Not helpful, cold tone when enquiring. Avoid. 2.1* review for a reason. Doctors are no help either.
To Whom It May Concern, I am writing to formally lodge a complaint regarding the unacceptable conduct of a receptionist at Clay lane , and to raise wider concerns about the culture of this practice. During a recent interaction, I was spoken to in a hostile and aggressive manner by the receptionist. She told me she "hasn’t got time" for me, and that she would not allow me to speak to or see a doctor — despite my clear need for medical attention. Her tone was confrontational, dismissive, and clearly intended to provoke. It felt as though she was deliberately trying to frustrate me in order to justify hanging up the call. This behaviour is not only deeply unprofessional but also potentially dangerous. Patients approach their GP surgery often in a vulnerable state — physically, mentally, or both. To be met with aggression, refusal of access to care, and verbal abuse is entirely unacceptable and deeply damaging. After reviewing numerous similar complaints from other patients, it is evident that this is not an isolated incident. It points to a systemic issue where staff at this practice behave as though they are above accountability. It seems that some have taken it upon themselves to act as gatekeepers of care in a way that is neither ethical nor in line with NHS standards. I am therefore forwarding this complaint not only to the practice itself but also to the NHS, my local council, and any other appropriate regulatory bodies. It is time for a proper investigation and for real accountability. Healthcare settings must be safe, respectful, and accessible to everyone — not places where patients are intimidated and denied care. I request a formal response to this complaint outlining what action will be taken to address this matter.
They are so irresponsible, that they cancel my appointments with midwife. Even the reception desk ladies are so damn care that they don’t have any idea of my appointments. I called them several times but they couldn’t provide me any information about myself, not even the contact number of their midwife section. How funny it could be that the lady on reception doesn’t have the phone number of their own midwife and I have to go there to collect the number!!!! Ridiculous!! They don’t keep any updated information of their registered patients.
The reception staff was unwelcoming, and I had trouble scheduling an appointment. Even after securing one, the doctor was late and delayed my consultation. I waited for over an hour despite having a booked appointment. I was very disappointed with the doctor as he seemed too busy and inattentive. He barely listened to my complaints, even though I was explaining my pain and discomfort using hand gestures. He ignored my concerns and simply recommended I take paracetamol (500 mg), 4 times a day, 2 pills each time. I was shocked when he added, "Please don’t take more than 8 pills a day." I’m already hesitant to take 3 pills a day, and this doctor suggested 8... Oh my God!!!!!
This is the worst surgery I've been with they let you down all the time
Absolutely disappointing service. The receptionists are very rude and unhelpful. They do not know how to speak to a patient and no wonder they do not have a smile on their face. It is very difficult to get a face to face appointment.
Absolutely appalling service. Waited 30 mins to be told there are no appointments and to just go to a walk-in centre. The woman seemed like she didn't want to help at all, spoke in a rude tone and I got the feeling that she was talking down on me. Not the kind of experience I would expect from a GP surgery. Disgusting.
Been with Dr Kashoty for years however rang the surgery this evening to enquire if I needed up to date blood tests for my diabetic check which were last done in September 2020 to be told that because I have moved out of Coventry I should find a doctor nearer home I'm utterly appalled that a receptionist has the cheek to tell me to change Gp when Dr Kashoty is happy to keep me and my family on his books I'm really upset at the way the receptionist are allowed to talk to their patients in this way . utterly appalled that a receptionist has dictated that I should change my Gp of over 30 years.
Been with this surgery since a child, only stayed because of a certain Dr, but these days I cant even see him. The receptionists are the most disgusting, rude, unhelpful & very unprofessional people have ever had to deal with ! I have finally moved surgery & I'm overwhelmed with how lovely & professional they all are.
Clay Lane Health Centre is located at Health Centre, 5 Clay Ln, Upper Stoke, Coventry CV2 4LJ, UK
You can contact Clay Lane Health Centre at +44 24 7509 7145
You can find directions to Clay Lane Health Centre by following this map link