Ardingly Court Surgery

Impossible phone lines and unhelpful staff

I have had an extremely negative experience with this surgery and would not recommend it. The team members have been unhelpful, and I have found the clinical staff to be ineffective on most occasions. I felt that my circumstances were not taken into consideration, and I was required to wait outside regardless of weather conditions. The appointment booking process has been frustrating, with calls at the designated time resulting in prolonged waiting periods due to busy lines. Even after getting through, there are further delays in the queue, and calls have disconnected after extended hold times. Overall, I found the service to fall well short of expectations.

Surgery unregistered me without any notification

I have been a patient at this surgery for a considerable time and am extremely disappointed with my experience. The practice appears to be disorganised, and whilst I am uncertain whether staffing levels may be a factor, the overall service has been deeply unsatisfactory. Several months ago, I relocated and informed the surgery of my change of address through both telephone and written communication. I was assured this would not cause any problems. Today, when I contacted the practice regarding a prescription enquiry, I was informed that my registration had been terminated. I was not notified of this removal from their patient list. This came as a shock, particularly as I had only recently been advised that my current address meant I could no longer remain registered, despite this never having been problematic previously. I was told I would have a month to find alternative care. I now find myself without a registered surgery at a time when I urgently require medical treatment. I would advise prospective patients to carefully consider their choice of practice. I am deeply upset and let down by this situation.

Reception staff hung up the phone twice

A member of the reception team displayed a dismissive attitude and appeared unwilling to assist during a phone interaction. The call was disconnected on two occasions, and when I rang back to clarify matters, I had difficulty obtaining the staff member's identification. In contrast, the clinical team consistently demonstrated helpfulness, empathy and flexibility in their approach. The doctors provided excellent care and support.

Morning phone lines left me waiting too long

I have concerns about the responsiveness during morning appointments, as calls were not answered despite a considerable wait time.

Surgery refused entry despite medical exemption

I had a negative experience at this GP surgery regarding their mask policy. I felt that the approach taken did not adequately accommodate my medical circumstances, and I believe this raises concerns about how the practice handles exemptions from their standard requirements.

Dismissed concerns despite serious symptoms

My child required antibiotics for a respiratory condition. The experience was disappointing, as we were discharged without thorough examination simply because she appeared well at that particular moment. This type of oversight happens frequently. Overall, there are a couple of clinicians I feel comfortable with, but I seldom manage to see them.

Surgery failed to recognise serious mental health needs

This surgery has consistently failed to meet my needs over a decade regarding my mental wellbeing and complex trauma-related condition. I sought assistance repeatedly over many years, experiencing significant emotional distress, sleep difficulties, and intrusive symptoms, yet the only response was medication prescriptions and suggestions to seek support independently through charitable organisations. I eventually needed to obtain a private assessment to receive a formal diagnosis and convince the surgery of my urgent need for intervention. Only then was I referred to the NHS mental health service, where I have since accessed comprehensive support and treatment with ongoing provision for as long as required, which I am grateful for. Since that referral, I have contacted the surgery three times for support and medication, each time speaking with a different clinician unfamiliar with my history, requiring me to explain my situation repeatedly. One clinician asked what medication I preferred before prescribing; another consulted with a mental health professional and prescribed medication for a two-week period only, but I was unable to secure an appointment to renew it before it ran out. A third clinician declined to renew one medication while agreeing to another, though the prescription has not yet been issued over a week later. If you require mental health support, I would caution against using this surgery. It took ten years for them to acknowledge a serious condition that a mental health professional identified in under an hour. This experience has been deeply disappointing and has prolonged my distress and suffering.

Reception staff were dismissive and unhelpful

I would recommend looking elsewhere for your healthcare needs. The practice did not demonstrate the level of care and attention I was hoping to receive.

Couldn't get through on the phone line

This GP practice in the area did not meet my expectations and I was disappointed with the level of care provided.

Reception staff made us wait in the rain

I would not recommend this practice to anyone. The reception staff were unwelcoming and unhelpful, and this appears to reflect a broader pattern based on other feedback. My family member and their infant were required to wait outside in wet weather due to a mask-related issue, despite having an exemption. The lack of compassion shown was deeply concerning. We have decided to switch to a different practice.

Reception staff made us wait outside in rain

I would not recommend registering at this practice. The reception staff were unwelcoming and dismissive, leaving me outside in wet weather with my young children despite my medical exemption from mask-wearing. This accommodation did not appear to be respected or understood by the team. I have found the reception staff to be consistently discourteous during my visits, and I observed them taking breaks outside near where I was standing with my children. The clinical staff member I saw regularly displayed what felt like a dismissive attitude towards me, which I believe may have been connected to my mask exemption. Due to these ongoing concerns about how I have been treated, I have decided to transfer my care to another practice.

Couldn't get through on the phone

I found the experience disappointing.

Phone line constantly shows user busy

I recently joined this practice and whenever I attempt to call, the line doesn't ring through - instead I get a "user busy" message. It seems rather pointless. Attempting to get an appointment with a GP feels unnecessarily difficult, which is quite frustrating.

Phone booking system needs urgent improvement

I would appreciate improvements to the telephone appointment booking system. When I attempt to book an appointment by phone from the stated opening time, I experience several frustrating issues. Initially, the line indicates it is closed despite being past the opening hour, and subsequent calls show the line as busy. This requires me to repeatedly redial until the call eventually connects, only to encounter alternating periods of ringing followed by dropped calls, or further busy signals, with no apparent queuing system in place. After approximately twenty minutes of this process, I am finally placed on hold to await the next available slot. It would be significantly more efficient if callers could be placed directly into a queue from the opening time onwards, rather than having to persist with multiple redial attempts. This current system creates unnecessary stress and frustration during what should be a straightforward booking process.

Staff answered the phone without long waits

I've only recently become a patient here, so I haven't yet experienced all the services available, but my interactions with the team have been very positive. They've shown genuine helpfulness and warmth in their approach. The responsiveness when calling is notably good, which seems uncommon these days. I've had no complaints about my experience thus far!

Clean and welcoming despite the scruffy exterior

I believe this practice delivers excellent care. After relocating to the area a few months ago, I initially had reservations upon arriving at the surgery, as the exterior gave an impression of being somewhat unkempt and temporary. However, I soon discovered that appearances can be deceptive. The interior is well-maintained, efficiently organised and thoughtfully adapted for current health requirements. The team members are genuinely pleasant—they are approachable, courteous, efficient and flexible, which is particularly commendable given the challenging circumstances the practice has navigated in recent times. I am grateful to everyone for their commitment to supporting the local community so effectively.

Reception staff were dismissive and unhelpful

I was very disappointed by a member of staff who appeared to be gesturing aggressively toward my dog while it was simply sniffing the grass. Following this incident, I requested to speak with the practice manager, who asked me to put on a mask and wait outside. It was concerning that this person was not wearing a mask while other staff members inside were, which I felt was unprofessional and discourteous. As I live nearby and regularly walk my dog in the area, I have observed the premises on various occasions. I have found the overall atmosphere at the practice to be unwelcoming, and I make an effort to clean up after my dog, which I wish others would do as well. I believe that the staff, including management, would benefit from improved communication and interpersonal skills. I intend to pursue this matter further.

Receptionist cut me off during emergency call

My experience at this practice over the past several years has been very disappointing. I have found it extremely difficult to obtain appointments with a clinician, even when I felt my situation was urgent, and the overall organisation of the practice has seemed poor. This frustration came to a head recently when I felt dismissed by reception staff during what I considered an emergency situation, and was informed that the earliest available appointment would be several weeks away. I would not recommend this practice to others.

Receptionist refused entry over mask exemption

I attended my appointment as normal. The receptionist appeared startled by my arrival and quickly ushered me and my son out of the building because we were not wearing masks, despite both of us having exemptions. It seemed these exemptions were not recognised or accepted. We were prevented from accessing the service. I did not receive a follow-up call from a clinician to check on my child's wellbeing. I felt frustrated that I could not obtain basic medical care for my child without facing this barrier.

Reception helpful but doctors didn't listen

The reception team were accommodating and supportive, however the clinical staff did not appear to take on board my concerns. A procedure that I felt was not required resulted in significant and ongoing discomfort, and has left me feeling that seeking medical attention was a mistake.