Cathays Surgery

The stars I’ve given do not reflect the doctors at all. All of the doctors at Cathays surgery are brilliant. I’d like to give 5 stars but unfortunately the receptionist is so incredibly rude it makes you not want to even phone in the first place. It’s nerve wracking to phone the doctors for an issue that’s personal in the first place, so knowing you’re going to speak with someone who’s blunt and snappy really doesn’t help. It’s such a shame that the reviews are that bad just because of the receptionist. Really let’s the whole surgery down. Don’t let the bad reviews make you think the doctors are terrible, they’re fantastic. If you want to get an appointment and hear Debbie pick up, call back later. It’s not worth the upset.

I am a long standing patient (9 years) with multiple long term illnesses and have 3 young children (whom I gave birth to whilst being a patient)…….so have had to make a lot of appointments and request medication over the years. In all those years I have only ever had 1 issue which was promptly addressed, rectified and apologised for. I absolutely love the surgery as all the staff within are always helpful, empathetic and professional…..both receptionists and GP’s. Is it is a busy surgery? Yes due to the location obviously a lot of students attend here, however, I have always been able to get an urgent appointment for that day if it is needed. The reviews regarding the receptionists alone are totally unjustified in my opinion. They can only offer what is available and whilst I know this can be frustrating, it is by no means the fault of the receptionists.

I feel compelled to write this review after battling with some of the worst receptionists I've ever encountered in my life for a whole year. Doctors and nurses are lovely but the reception has been horrible and not helpful at all, whether that's sorting my NHS numbers, liaising with physio or booking any appointments. Please avoid if you can!

Been going to this surgery for almost a year, can't fault the doctors or the nurses, they're really nice and set me at ease when I've had to get injections and such. I've had a lot of issues trying to book an appointment though, I've phoned 4 or 5 times now trying to get a non-emergent appointment, each time I've either been given a date a month ahead, last time they gave me a day that I was not in the country and then told me I'd have to ring back a week later because they had nothing else. Phoned back since then and I keep getting told there's no appointment or to ring on a different day. Tried again today and said they had nothing until August but that they didn't have access to the August dates, and to phone back next week. It's a nightmare.

I think the reception staff have changed. Genuinely helpful recently including going out of their way to split a prescription when I was struggling to find both medicines in the same pharmacy. Much appreciated.

I've always been happy with the medical staff. Receptionists on the other hand... I'll echo what has been said here before but they're incredibly rude and dismissive, not what you want in a GP practice. I actually think that one of them is borderline racist, as she has a tendency to speak extremely slowly and overenunciate every word when she notices you have an accent. I would consider it helpful if it wasn't done with so much disdain. I witnessed her telling a lady wearing a hijab that she should ask for an interpreter if she can't understand basic English, after barely exchanging a few sentences.

Dr. Davies is absolutely lovely and is the reason I haven't changed surgery. I only had a couple of appointments but she has always been great, she really took her time and I didn't feel like she was rushing through my appointment, even if I don't have serious medical issues (touch wood) and despite the stress and pressure doctors are under at the moment. The 1-month waiting time for an appointment is a bit inconvenient but that's no one's fault really!

Update December 2022: I have to say that the receptionists have been really friendly and polite over the past couple of months so maybe all the negative feedback finally got shared with them!

I feel compelled to write this review, firstly after all the GP bashing in the media and secondly because the surgery is far better than made out on these reviews. My family and I have needed urgent GP appointments numerous times throughout the pandemic, we’ve never had any issues accessing these and the receptionists are always understanding. Yes we’ve had initial virtual GP consultations (but the staff need to be protected themselves) and then we usually end up seeing a doctor face to face, as deemed necessary. They take time to listen and investigate issues. They’re knowledgable in their field and will always refer on if needed. You never feel rushed to leave. Additionally throughout my most recent pregnancy, Jenny the midwife has been fantastic. We feel in really safe hands in this surgery and all the staff deserve far more credit than they get.

I am a long time patient at this surgery and always found the Doctors to be highly professional.
However the reception staff now seem to lack any good communication skills. Today I was told to expect a call from the practice pharmacist to discuss my medication at 1.30pm. At 2.10pm I called to see if there was any problem. Without any explanation or apology she told me I would get a call and just keep an ear out. It is now 4.00pm and I still wait.
I wonder what would happen if I walked into an appointment over 2 hours late without apology or reason. Reception are the frontline but I feel further training should be given to avoid many of the reviews being so poor.