Elm Hayes Surgery

Dismissed concerns with sarcasm and lack of respect

Attended an appointment recently regarding lower back pain that had become quite severe, to the point where I accidentally burned myself while applying a heat pad. The clinician made comments that felt sarcastic in nature, referencing my ability to walk and move, and even mimicked certain movements in a way that seemed dismissive. I tried to clarify that my discomfort was in my back rather than my legs, but this didn't seem to be taken seriously. Although certain movements and walking did cause me pain, these concerns appeared to be treated lightly. I felt obligated to attend the appointment in person despite my condition, as this was necessary for my check-up. Given that my work involves significant physical demands, I was hoping for a thorough assessment and proper management of the issue, rather than just temporary relief, especially since I had experienced similar problems previously. The approach felt unprofessional, particularly regarding how my medical history was documented with language that seemed exaggerated. When a patient seeks help, it's important that their own experience of their symptoms is acknowledged rather than compared to other conditions or situations. Pain is individual and significant regardless of its cause. Patients don't attend appointments without good reason, so I would hope for greater respect and understanding in future interactions.

Felt truly listened to and reassured

What a wonderful appointment with the new team member. They listened very attentively to my concerns. I was very frightened and worried following a recent episode, but after the consultation, I left the surgery feeling much relieved, relaxed and confident. Thank you to this clinician and thank you too to the rest of the team for looking after me.

Impossible to get an appointment when needed

The practice proves very challenging to access. Appointment slots appear unavailable, telephone lines go unanswered, and the booking system consistently shows no availability. When experiencing discomfort over several days, I was advised to either wait longer or attend urgent care elsewhere. This leaves me uncertain about the practice's role, given that patients struggle to obtain prompt attention during times of need. Very disappointing.

Welcoming practice with a bright waiting space

My spouse and I have experienced reliable and satisfactory service from Elm Hayes across all staff members throughout our time as patients at the practice over the past decade or so. The reception area is contemporary, well-lit and generously sized with calming ambient music playing in the background.

Terrible Practice

My experience with Elm Hayes Surgery has raised serious concerns about the way the practice manages patient care and complaints. I want to share this so others can be cautious and, ideally, avoid similar issues. During a consultation, I clearly communicated a history of a serious condition, yet I was misdiagnosed and left to manage the situation alone. No referral was made, no written contact details were provided (contrary to their stated clinical process), and no follow-up occurred. Red flags consistent with NICE Guidance were missed. This resulted in a delay in accessing appropriate treatment and caused unnecessary distress. I was led to believe I had a minor issue, when in fact it was a recurrence of a much more serious condition. The practice appears to lack sufficient knowledge and training related to conditions like mine and should not be managing such cases. Several opticians later told me the GP’s actions were deeply concerning and showed what appears to be a fundamental misunderstanding of these conditions. When I submitted a formal, professionally written complaint, the process was slow, dismissive, and lacked transparency. A senior review I specifically requested was only carried out after repeated follow-ups, and when it finally arrived, it simply reiterated the original explanation without engaging with the evidence I had provided. It was clearly rushed and showed no meaningful engagement from the senior GP. Most troubling of all: in response to a subject access request, the surgery confirmed that the practice holds no documentation whatsoever regarding how my complaint was assessed or triaged. There were no internal notes, no formal consideration, no correspondence, and no record of escalation. According to their own words, the complaint was considered in “a passing conversation” (their words), which reflects a complete lack of care and respect for a patient raising legitimate concerns. The response also confirmed that what amounts to a restriction had been placed on my future care—without my knowledge—via a system note that effectively blacklisted me from seeing the GP in question. This was seemingly because she did not want to see me again after I questioned her judgement, and reception staff were instructed to conceal this from me. All of this suggests the complaint was never properly investigated or taken seriously. The practice seemed more focused on self-protection than accountability—raising serious concerns about governance and responsiveness. Their handling of the Subject Access Request was evasive and breached ICO compliance requirements, with deadlines repeatedly missed. Although my condition is now being managed, the experience has left me with a complete loss of trust in the practice. I believe the GP I saw demonstrated a serious lack of judgement and care, resulting in a delay in treatment that has affected my life. While the practice has committed to some process changes, these were not directly related to my case. No sincere apology has been offered. In fact, their response felt spiteful—punitive, simply because I raised concerns. I strongly urge others to be cautious when dealing with GPs at Elm Hayes, especially if you have a complex or recurring health issue. Patients deserve to be listened to, supported, and taken seriously—not left to chase their own care or complaints. My experience is that GPs at this practice seem to operate with a sense of entitlement and status, believing this shields them from the concerns of the very people they are meant to serve. Elm Hayes appears unwilling or unable to learn from its mistakes or show empathy. Their priority seems to be self-preservation. If you question them, their instinct is to become defensive and retaliatory. My advice: find another practice, even if it means going out of area.

Mixed experiences with inconsistent care quality

The clinical staff at this practice are excellent, particularly two of the doctors who I found to be outstanding. I would highly recommend them for mental health concerns or women's health issues. That said, I have encountered some less positive experiences with other members of the medical team at the practice.

Reception staff concealed restrictions on future care

My experience with Elm Hayes Surgery has raised serious concerns about how the practice manages patient care and handles complaints. I want to share this so others can be cautious and ideally avoid similar issues. During a consultation, I clearly explained my medical history, but felt the assessment did not adequately account for this context. No referral was offered, no written contact details were provided despite the practice's stated procedures, and no follow-up took place. I believe important clinical indicators were overlooked. This resulted in a delay in accessing appropriate care and caused unnecessary distress. I was given the impression the issue was minor when it turned out to be a recurrence of something more significant. The practice appears to lack sufficient familiarity with conditions like mine and may not be best placed to manage such cases. Other healthcare professionals I subsequently consulted expressed concern about the approach taken and suggested a fundamental misunderstanding of the condition. When I submitted a formal complaint, the process felt slow, dismissive, and lacked transparency. A senior review I requested was only completed after repeated follow-ups, and when it arrived, it largely restated the original position without addressing the points I had raised. It appeared rushed and showed limited meaningful engagement. Most concerning was the response to my subject access request. The surgery confirmed it holds no documentation about how my complaint was assessed or triaged. There were no internal notes, no formal review, no correspondence, and no record of escalation. According to their own account, the complaint was discussed in "a passing conversation," which suggests a lack of proper process and respect for my concerns. The response also revealed that a restriction had been placed on my future care without my knowledge—a system note that effectively prevented me from seeing the clinician involved. This appeared to be because she preferred not to see me again after I questioned her judgement, and reception staff were apparently instructed not to inform me of this. This suggests the complaint was never properly investigated or treated seriously. The practice seemed more focused on self-protection than accountability, raising questions about governance and responsiveness. Their handling of the subject access request was evasive, with deadlines repeatedly missed. Although my condition is now being managed elsewhere, this experience has left me with no confidence in the practice. I believe the clinician involved showed poor judgement and care, resulting in a treatment delay that has affected my wellbeing. While the practice has mentioned some process improvements, these were not directly related to my situation. No genuine apology has been offered, and their response felt defensive rather than constructive. I would urge others to be cautious when dealing with this practice, particularly if you have a complex or recurring health issue. Patients deserve to be heard, supported, and taken seriously—not left to manage their own care or chase complaints. My experience suggests the practice operates with a sense of entitlement that distances it from patient concerns. Elm Hayes appears unwilling or unable to learn from feedback or demonstrate empathy. Their priority seems to be self-protection. If you raise concerns, the response appears defensive and retaliatory. My advice would be to consider alternative practices, even if it requires travelling further. The existing reviews speak for themselves. Look for a practice genuinely committed to patient care.

Online booking didn't match actual appointment time

Good appointment experience overall, though I requested it through the online system as required and was given a time of 10.18. By 10.50, only one other patient appeared to have been seen by the same clinician. I noticed there have been a significant number of missed appointments this month, which may explain some of the delays. This mirrors my previous visits, where I've typically waited between 1 and 15 minutes past my scheduled time. I'm curious about why specific appointment slots are allocated if there are often delays. It would seem more efficient to avoid booking patient slots during periods when the clinician may be unavailable or on breaks.

Long waits and staff won't listen to patients

Poor experience with the service provided - felt that concerns were not properly heard, there appeared to be gaps in knowledge regarding current treatment options, and patient wellbeing did not seem to be the priority. Appointment times were not adhered to, with waits extending well beyond the scheduled slot, even for early morning consultations.

Difficult to reach and unprofessional reception staff

The practice is difficult to reach by telephone and the staff conduct fell short of professional standards. During a recent visit, a member of the reception team was overheard having a conversation with a colleague in which they expressed frustration about their role.

Impossible to book an appointment here

It is extremely difficult to secure an appointment at this practice. The service has been very poor, with frequent messages indicating unavailability. The practice appears to have taken on too many patients from outside the local area, and this has resulted in an inability to accommodate appointment requests. This is particularly concerning for vulnerable groups such as elderly patients and young children who require timely access to care.

Booking system confusing and appointment delays frustrating

First time visiting this practice and I was disappointed with my experience. The appointment booking process felt unnecessarily complicated, as it doesn't allow for straightforward telephone reservations. Additionally, when I attended my appointment, I experienced a significant wait that extended well beyond my scheduled time. It seems counterintuitive to have a booking system if the practice is unable to adhere to the allocated times.

Friendly staff and spotless facilities

The team were welcoming and the facilities were well-maintained.

Booking system makes appointments nearly impossible

The appointment booking system at this surgery is extremely frustrating. I was asked to return for a follow-up appointment within two weeks, but obtaining a slot proved very difficult. The only way to secure an appointment is to call at a specific time in the morning, which is impractical for those who work. My son also needed to be seen for a foot issue and faced the same challenge with the booking process. It is unrealistic to expect patients to be available to make calls during working hours simply to access routine appointments.

Quick service with helpful reception staff

Extremely useful, efficient service, minimal wait times, conveniently located near a pharmacy

Practice won't take responsibility for errors

What an experience! This practice has been disappointing, with no one taking responsibility for the various issues that have occurred. Records and prescriptions appear to have fallen behind, which is concerning given the previous regulatory feedback about areas needing improvement. Unfortunately, these problems seem to persist.

Struggling to book an appointment by phone

My partner has been attempting for several days to secure a GP appointment, calling at the earliest opportunity and waiting in queues. I recognise this is likely a broader issue affecting surgeries across the country, but it remains frustrating nonetheless. Once we manage to get one, I'll consider myself fortunate.

Reception staff were dismissive and unhelpful

I found the reception experience to be quite disappointing. The staff members were not welcoming, and their manner came across as dismissive and condescending. Overall, it was an unpleasant visit to the practice.

Reception staff interrupted phone call abruptly

The receptionist approached in a manner that felt quite abrupt while I was speaking with a family member on the phone. The interaction came across as confrontational, and I felt the approach to addressing the situation was unnecessarily harsh. My family member was sitting in the waiting area at the time, and the way the matter was handled seemed uncalled for given the circumstances. The overall behaviour felt discourteous and left a negative impression of the experience at the practice.

Receptionists were rude and phone queues were long

I would not suggest this medical practice to others. As a long-standing patient spanning more than a decade, my experiences have consistently been disappointing. The reception staff can come across as somewhat curt and lack warmth in their interactions, and the clinical staff do not appear particularly invested in addressing patient concerns. When I encounter issues, I tend to manage them independently rather than seek assistance through this practice, as the process feels unproductive. Getting through by telephone proves to be a lengthy ordeal, and even when contact is established, available appointment slots are typically unavailable. Submitting requests for medication repeats yields no clear communication regarding approval status. Upon visiting the pharmacy several days later to collect the medication, I have been informed it was not dispensed, leading to a call back to the practice where I am advised that a medication review is required—information that would have been helpful to receive initially. This has left me without necessary medication and forced to purchase emergency alternatives at personal expense. I have now decided to register with a different practice, as I am dissatisfied with the standard of care provided by this surgery.