Ardingly Court Surgery

Reception team actually calls back when promised

A locum clinician provided me with a rapid response to a health concern several years ago that I felt was invaluable. Throughout recent times I have found the reception staff to be genuinely helpful and efficient in facilitating telephone consultations with a GP, and arranging in-person appointments when necessary. They consistently demonstrate politeness and helpfulness, and reliably follow through on their commitments to call back. Prescriptions are consistently sent to my chosen pharmacy promptly, typically within a day.

Impossible to reach reception or get appointments

Disappointing experience overall. I experienced a lengthy delay of several months before receiving a diagnosis for my mental health condition. Despite expressing serious concerns about my wellbeing, I was advised to return only if my situation hadn't improved, which felt inadequate at the time. The appointment availability is concerning. Booking an appointment typically requires waiting several weeks, and contacting the practice itself is challenging due to extended hold times and queues when trying to reach reception staff. More recently, I've been attempting to arrange an appointment with the nurse for a routine contraceptive procedure. I was informed this cannot be provided because the treatment isn't documented in my medical records, despite having received this same procedure regularly since 2016. The procedure previously required GP authorisation due to my other health concerns, and was administered by the practice nurse for many years before the clinic offering this service was discontinued. While I understand the challenges posed by recent circumstances, the cumulative effect of ongoing service issues has led me to seriously consider transferring to a different practice.

Long waits and months for appointments

An extremely disappointing experience from start to finish. I would strongly advise anyone with alternatives to consider registering elsewhere. The telephone system involves lengthy waiting times, with requests to ring back at a later time, and even after considerable effort to secure an appointment, there are significant delays in getting seen. Once an appointment is eventually obtained, the overall service delivery falls well short of expectations.

Friendly staff made all the difference

The practice is an improvement compared to my previous surgery. The staff were courteous and welcoming.

Reception staff took time to explain things

I have always found the reception team to be very helpful and considerate, consistently making time to explain things clearly and provide excellent service. The team members I've interacted with most frequently have done a truly outstanding job. One of the nursing staff members is particularly skilled at helping me feel at ease during blood tests. They are always approachable and supportive. I would definitely recommend this practice to others. The clinician I see is fantastic and ranks among the best healthcare professionals I have encountered.

Reception staff attitude made things worse

I felt compelled to contact the regulatory body about this practice. The community should expect higher standards. The service falls short across the board. The reception team's performance is particularly disappointing. This practice has negatively impacted my health. During my initial appointment, the clinician questioned a diagnosis provided by a specialist, despite not having reviewed my full medical history. I requested that my previous records be obtained on multiple occasions. Years later, these records have still not been retrieved, and the notes created at the practice contain subjective commentary rather than clinical information. I view this approach as unprofessional and concerning. I have considered pursuing formal action but decided against it out of fairness to other patients who may have received better care. The NHS faces staffing challenges, but it requires practitioners who meet higher standards than what I experienced here. My experience has damaged my confidence in healthcare services generally, though I have since found that many NHS facilities operate effectively. This practice does not. If possible, seek alternative options. There are other practices in the area that provide superior care. I notice that local guides rate this practice highly, but I believe these reviews do not reflect the actual experience. A previous review I submitted was not retained, so I am providing this account to ensure prospective patients understand the standard of service they may encounter.

Reception staff were genuinely kind and patient

I don't often leave reviews, but this practice is exceptionally well organised, with staff who are consistently kind and attentive. It genuinely stands out from my experience elsewhere. Having relocated several times throughout my life, I've attended various surgeries, so I'm genuinely pleased to have found this one. Given the considerable pressures facing the NHS through various systemic challenges, the team here manages to deliver a warm, professional and welcoming service that is truly commendable.

Reception staff were genuinely helpful and friendly

I've consistently found the front desk team to be very supportive, though like any service, the way you interact with them can shape how they respond. The clinical staff are outstanding, the finest I've encountered over nearly five decades!

Hard to reach and time-limited appointments

The experience here is mixed - booking an appointment proves difficult, phone lines are hard to reach, and there are restrictions on discussing multiple health concerns during a single visit even when needed. Overall, the service has been frustrating more often than not.

Hard to book appointments when you need them

The clinical staff are competent, however obtaining an appointment presents significant difficulties. I contacted the practice this afternoon and was informed that discussing my health concerns would require a three-week wait. I find this timeframe to be wholly unacceptable and am quite disappointed. I wonder whether the practice reviews their feedback at all.

Well-run practice despite being busy

Clearly a busy establishment like most medical practices, but the clinical staff are excellent. The practice is very well organised and run efficiently.

Easy to book appointments and friendly reception

The reception team has been welcoming and supportive, and I've had no difficulty securing appointments, which compares favourably to my experiences at other practices. The clinician I saw was comprehensive in their approach and provided valuable assistance. Much appreciated.

Reception staff didn't understand their own procedures

The reception experience during my registration attempt was frustrating. There seemed to be a lack of coordination between different parts of the team. This is the second occasion I've felt the need to raise concerns about this issue. I found the staff difficult to work with and the process more complicated than it should have been.

Friendly staff who deliver what's promised

Delivers exactly what you'd expect, with a pleasant and welcoming team.

Reception staff were dismissive about appointment requests

The receptionist's manner came across as discourteous and lacking in professionalism. When seeking an appointment or a callback from a clinician, there should be no need for confrontation, particularly when dealing with individuals who are unwell. As a medical practice rather than a marketplace, sensitive matters regarding why a patient requires an appointment should ideally be discussed between the patient and the clinician directly, rather than being handled by reception staff. It would be beneficial for the reception team to receive additional training or for staffing changes to be considered.

Reception staff showed little concern during crisis

The reception experience fell significantly short of expectations. I attended the surgery in a vulnerable state and felt that the staff showed a lack of concern for my wellbeing. In retrospect, I believe the situation warranted more proactive support and intervention, which was not provided. Fortunately, I received helpful assistance elsewhere that made a meaningful difference to my situation. I do not feel confident returning to this practice. I'm pleased to report that I'm doing much better now 🙂

Quick appointments and genuinely caring staff

Whenever I've required an appointment, one has been made available to me promptly. The clinical staff and administrative team members I've encountered have been consistently pleasant and approachable, and I genuinely felt they were invested in helping me, which I've found to be uncommon at medical practices. The surgery is situated in a convenient central location, though this does result in limited parking availability.

Reception staff made booking difficult

Good medical professionals if you are able to get an appointment with them. Reception staff unhelpful and lacking in empathy.

Felt truly listened to during appointment

The healthcare professional provided wonderful care.

Housebound patient left waiting for home visits

The service provided has been quite disappointing, particularly given my circumstances as a housebound patient living extremely close to the practice. Despite my proximity, there have been ongoing difficulties with arranging home visits, and I have experienced considerable waiting times. Additionally, I have been required to see my registered clinician specifically, which has sometimes meant extended delays when they have been unavailable. Overall, my experience has been frustrating, and I feel the practice deserves only a minimal rating.