Ardingly Court Surgery

Kind, thorough, helpful menopause care

Dr Olivia Lemareka was the kindest GP i have ever had! She was so considered, holistic and caring, giving time for a thorough consideration of my experiences and queries regarding my menopause and treatment options, and giving me a real sense of her genuinely caring about my quality of life overall in terms of the menopause, not just my symptoms. In the context of current negative media and societal discussion about the more limited consideration of women’s health and menopause especially, I was left wishing that all women could get this kind of GP care. Thank you so much!

Efficient practice but e-consult isn't for me

I have had a positive experience at this GP practice. The consultations I have received have been satisfactory and the administrative team have been helpful and organised. However, I find the online consultation system less preferable to other methods of assessment, though this is simply a personal preference.

Receptionists really go the extra mile

I thoroughly enjoy attending this medical practice. The reception team and clinical staff consistently provide excellent service. The receptionists make a genuine effort to assist me whenever I contact the surgery. I would certainly recommend this practice to others.

Felt at ease during routine screening appointment

I recently attended for a routine screening procedure and the healthcare professional was absolutely delightful. They were friendly and engaging, which helped me feel at ease during what can be an awkward appointment.

First appointment went better than expected

I was somewhat apprehensive after reading negative feedback online, but I attended my initial appointment at this practice this week and found it to be excellent. The healthcare professional was extremely attentive and promptly arranged for me to have imaging investigations!

Reception team got things sorted quickly

Excellent medical practice. All clinicians are comprehensive, compassionate and consistently accurate. Waiting times have always been minimal. The front desk staff are attentive and handle arrangements efficiently. This is the finest GP practice I have had the fortune to be registered with.

Continuity of care let down by inconsistent staff attitudes

It's disappointing to see the lack of continuity in care at this practice. While some team members are genuinely helpful and pleasant, others come across as unwelcoming and seem poorly suited to their roles. When attempting to book an appointment, patients often experience either dismissal or are scheduled for a callback with visiting clinicians. It would be beneficial if regulatory bodies and inspectors took note of the concerns raised in patient feedback rather than relying solely on satisfaction surveys. This doesn't reflect what modern general practice should be.

App booking makes routine appointments straightforward

I have consistently had a positive experience when arranging appointments at this practice. For routine matters that are not time-sensitive, the online system enables me to schedule visits ahead of time. When I have needed urgent care, I have had to call during morning hours, though I have always been able to reach someone and secure an appointment. Overall, my interactions with the surgery have been satisfactory, and the administrative staff have been pleasant and helpful.

Left without being seen after poor communication

I found my visit to be quite unsatisfactory. I arrived on time for my appointment, completed the check-in process, and subsequently waited considerably longer than expected without being called through. I noticed that several patients who came in after me were seen ahead of me, and I received no communication about the delay or what was happening. When I enquired at the reception desk, I was informed that there was a delay with the clinician. After waiting further and asking for an update again, I was told there were technical difficulties affecting the schedule. Due to feeling unwell, I was unable to continue waiting and ultimately left without being able to see the clinician. Given that this is a healthcare setting where patients arrive while experiencing health concerns, the absence of clear communication and attentiveness to patients' needs felt inadequate. I departed feeling overlooked and as though my appointment held little importance. This was a disappointing experience overall.

Reception phone lines need urgent improvement

There are significant issues that need addressing at this practice. The telephone system for booking appointments is unreliable, with calls frequently dropping or failing to connect to reception staff.

Thorough consultation that actually listened

I have experienced some difficulties with this practice previously, but I am pleased to share some positive observations. During my recent appointment, the clinician demonstrated considerable diligence in exploring my concerns and covered all relevant aspects of the discussion. They outlined possible approaches and explained what would happen next. This was a constructive visit and represented good quality care.

Easy to book appointments when you call ahead

I've visited on three occasions and have always been able to book an appointment by calling in advance. Each visit has involved seeing a different clinician, and I've found them all to be professional, efficient, and genuinely helpful. I have no concerns whatsoever about my experiences here.

Reception attitude varies depending on your background

This is a small practice serving a demanding area. Those seeking attentive, considerate and compassionate care may encounter challenges here. Registration may not be suitable if you are young, in a vulnerable position, or elderly. The practice appears welcoming to LGBQ patients. However, female patients from non-British backgrounds may have a different experience. There are superior primary care options available in the local area, though locating them requires effort, and this practice would not be a recommended choice.

Supportive team helped me understand my health concerns

The clinical team at this surgery have been very supportive. I have been going through a challenging period with my health, and there was a family history of serious illness that I wasn't fully informed about. I was experiencing some symptoms and the staff were very empathetic and understanding throughout, including the reception team :)

Reception staff were helpful and polite

The reception team demonstrated helpfulness and courtesy throughout their interactions.

Impossible to book an appointment here

I had a very negative experience with this practice. Whenever I attempt to schedule an appointment with a clinician, available slots are scarce, with booking calendars typically full for several weeks in advance. Additionally, telephone lines are frequently congested, and securing an appointment requires calling at opening time when the phones are overwhelmed with demand. I find this system frustrating and feel the practice should reconsider its approach. I question the value of having a GP service when access to appointments is so limited. I am deeply unsatisfied with all aspects of my experience with this practice and would rate it extremely poorly if possible.

Practice didn't show up for phone appointment

I would rate this practice at the lowest level possible. The service has proven to be highly inconsistent – despite making multiple attempts to reach them by telephone, I eventually secured a scheduled call consultation, which unfortunately did not take place as arranged. The manner in which I was treated was discourteous.

Reception staff attitude put me off registering

The receptionist displayed a manner that felt unwelcoming and dismissive. I am considering registering with a different practice as I am concerned about having to interact with this level of service on future visits.

Practice won't continue my long-term medications

I recently registered at this practice and submitted a request for repeat medications. I was disappointed to discover that the clinician declined to continue one medication I have been taking for many years, and also refused to provide another medication without a shared care arrangement in place. I found this approach frustrating and am now considering switching to a different practice.

Staff were calm and friendly despite running late

Based on my visits, the team at this practice demonstrates a composed, courteous and welcoming approach. Whilst appointments occasionally run late, this appears to be fairly typical for general practice settings.