Blackthorn Health Centre

Frustrating inefficient health care service

Since changing to the online Anima, which is pointless, because you still have to call the surgery at just 4 opportunities a week! For the amount of patients thats just crazy, obviously you can never get an appointment even if you call bang on the allotted time. Goodness know who thought this was a good idea! I am put off of every making an appointment, which is probably the point, but this service needs to change.

Law breaking direct disabled discrimination

Due to a condition I have i get very confused ( this is being typed on my behalf ) . I called as I have a rare illness and currently on antibiotics that are not working. When I called I was 47 in Q so waited for callback. The girl that called back was guilty of a hate crime basicly. I was explaining im disabled and the girls at reception help doing the anima. She said we'll im not going to fo that because our protocols state you have to do it online. I tried to explaine I couldn't and that m-f im house bound , thats as far as I got ...she yelled down the phone ' well you cant be that disabled if you got yourself here ok, and ur not house bound if you can get here !" I was so upset and angry I said how dare you as an able body person say to a disabled person the level offisabity they have or suggest they are not disabled enough to warrant help. I had to quote the disabled disability act and equality act to her that REASONABLE ADJUSTMENT must be made. She snapped back i have protocols to follow! I then replied if we are having a game of tump cards the LAW trumps your protocols! By now im shaking and heart racing what the hell is wrong with this place?! She then suggested....I get a lift to the gps and use thier i pad to do an anima !!! Because according to her a woman who has no means to get out without a paid care giver isnt disabled enough to call herself disabled or house bound . I will be making a formal complaint and I will be making a parliamentary complaint. After battling with her to get help she did an anima and posted it as not urgent. Yet I was telling her of the past complications ive had due to my rare condition. She classed me as not urgent. I faced direct discrimination due to disability that is breaking the law! I only hope to hod the conversation was recorded for evidence! That girl needs to be removed from dealing with patients. On the anima she did if u do an internal audit ull have her details I want it investigated! You are criminally excluding help for disabled people! Your in direct failure of the equality act . Your protocols are not above the law! Complete lack of humanity and to argue with a disabled person what is disabled and house bound levels ....seriously! Absolutely disgusted!

Absolutely fabulous

Isaw nurse Paula today! Iwas feeling anxious over having b.p. taken ! She gave me a lovely chat to relax me and in fact on the 3rd go ( by being kind and patient ) my reading was excellent ! I.m so relieved and happy She made my week ! It was a big milestone for me and I cant thank her enough ! Thankyou very much Paula

gone to pot

Since the practic expanded to includ burseldon and hedgend it has gone downhill to many patients to look after now lucky to get an apointment after going through endless online questions then phone calls then you moght be lucky . not enough doctors or staf for such a larhe number.

Disappointing Reception Service

The doctors and nurses at this surgery are genuinely excellent — caring, professional, and always willing to help. Unfortunately, the reception team is a very different experience. I’ve repeatedly found them rude, dismissive, and unwilling to listen. They interrupt, talk over you, and often speak in a demeaning or condescending way. What’s even more concerning is the lack of inclusivity. Disabled patients are often treated with little patience or respect, and the attitude can feel outright dismissive. It creates unnecessary barriers for people who already face challenges accessing healthcare. It’s a real shame, because the clinical staff are fantastic. I hope the practice takes these issues seriously and improves the behaviour, communication, and inclusivity of the reception team — it would make a huge difference to patient experience.

Frustrating and inefficient healthcare service experience

After phoning to schedule an appointment early in the morning and enduring a 25-minute wait, I was redirected to use the Anima platform to submit my request. Hesitantly following their instructions, I was taken aback by the automated reply suggesting it could take several days to receive a response. What has become of our medical practice? Since merging with Hedge End & Lowford, the service has become utterly chaotic. I've even encountered the alarming situation of receiving text messages containing other patients' personal information!

Exceptional healthcare with caring and professional team

The medical professionals here are truly exceptional, from the compassionate physicians to the attentive nurses and welcoming front desk team. My experiences have been consistently smooth - the key is maintaining reasonable expectations, arriving punctually, and showing basic courtesy. It's a straightforward approach that ensures a positive interaction for all involved. This practice is an invaluable asset to the local area, providing comprehensive healthcare services that meet the community's needs.

Terrible healthcare experience at local gp practice

Absolutely appalling. I'm at a loss to describe my frustration with the current state of our primary healthcare. Booking an appointment has become an impossible task, with phone lines perpetually jammed. The lack of privacy is equally distressing - receptionists brazenly discuss medical details in a crowded waiting room, completely disregarding patient confidentiality. Securing a consultation feels like winning a rare lottery, and when you finally do, the time allocated is maddeningly brief. The situation seems utterly hopeless.

Worst customer service experience ever frustrating wait

Endless hours spent on hold, desperately trying to connect with a representative. Booking a slot seems impossible, with no appointments in sight. They repeatedly suggest checking back another day. It's absolutely absurd that obtaining assistance when it's critically needed is such an insurmountable challenge.

Disappointing product fails to meet expectations

Complete and utter pointless endeavor

Inefficient reception turns simple task into endless wait

Single staff member handling reception on a Monday morning. Spent 35 minutes waiting to return items to the medical facility, with a line of 8 people behind me and only 4 ahead. The waiting area was barely occupied, with a maximum of 4 patients waiting for their appointments.

Terrible service and communication at this surgery

I'm genuinely stunned by this medical practice. Having undergone numerous procedures throughout my military career, I can confidently say this is the most disorganized one I've encountered. Their communication is abysmal - they consistently fail to pick up phone calls. When you eventually decide to visit in person to schedule an appointment due to their unresponsiveness, the reception area is completely abandoned. You're left sitting there, minute after minute, growing increasingly frustrated, and then they have the audacity to be surprised when patients become irritated. I've reached my limit and will be transferring my medical care to Woolston Lodge Surgery.

Convenient but cramped location with limited parking

Only medical center available for my needs - typically visit Hedge End. During peak traffic, travel time stretches to 35 minutes compared to the standard 15. Parking is accessible, but spaces are extremely cramped, even for a standard-sized vehicle.

Terrible service that fails customers completely

Once a reputable company, they've now devolved into a complete mockery. There are days when they simply don't answer phone calls. Absolutely ridiculous. Their failure to provide basic customer service is so egregious that they deserve legal consequences for abandoning their public responsibility.

Compassionate service saved my travel day

I received exceptional care and support during a challenging time while traveling. The staff demonstrated remarkable compassion, empathy, and genuine kindness. Much appreciation!

Terrible service and impossible to book appointments

Steer clear of this place entirely. It's a complete exercise in futility. Booking an appointment is impossible, even after completing an e-consultation - and this applies even for pediatric patients! Their only advice is to "keep attempting", which translates to endless phone waiting with zero guarantee of securing an actual appointment. Their scheduling system is fundamentally broken. I sincerely hope they aren't accepting new patients, as that would be utterly absurd.

Merger destroyed once-great medical practice forever

In the past, I had awarded this medical practice a perfect rating due to their exceptional service despite limited capabilities. However, following their merger into Hamble Valley Health, the entire operation has become completely unworkable. I submitted an electronic consultation which was supposedly reviewed by a medical professional, yet no guidance was provided, and I was merely directed to schedule a standard appointment (despite e-consult not being intended as a triage mechanism). Predictably, when I attempted to call, an automated message declared no routine appointments were accessible. I endured a 20-minute wait seeking clarity about appointment availability and scheduling options, but it seems the incoming calls are being systematically disregarded, as my position in the queue remains unchanged from the moment I initially connected.

Donna's exceptional service saved the day

Exceptional service from the team Donna completely resolved my problem and followed up with a comprehensive solution!! I hope more employees across the United Kingdom could demonstrate her level of professionalism and dedication

Frustrating healthcare with impossible appointment system

What was once a reliable service has now become incredibly frustrating. The practice appears to have a reception team designed to obstruct appointment booking, especially for walk-in patients. Their system forces you into a marathon phone queue, where calls inevitably drop before reaching anyone. I consulted a private physician who bluntly advised me to seek healthcare elsewhere, effectively confirming the practice's declining standard of patient care.

Quick and efficient medical service

I've utilized this medical practice for both a blood test and an urgent consultation recently. Contrary to common complaints about appointment availability, I completed an online consultation and received a callback within 20 minutes, with a same-day appointment offered. It seems to me that if you're waiting a week or two for an appointment, you likely don't have a pressing medical concern 🤷‍♂️