Elm Hayes Surgery

Kind staff who listen and care

I can only speak to my own experience at this practice. I found the staff to be exceptionally skilled at what they do, displaying kindness and courtesy throughout my visits. I acknowledge that booking appointments can occasionally be challenging, though this appears to be a widespread issue across the country rather than specific to this practice.

Friendly staff made me feel welcome

The team at this practice provided excellent care and I was very satisfied with the service I received.

Helpful staff and convenient therapies on site

I have been a patient at this practice for over 16 years. The team members are consistently very supportive and demonstrate strong expertise. It is also particularly beneficial that the practice offers additional therapeutic services on the premises. I would highly recommend this practice to anyone who is able to access it in their area.

Staff really listen to your concerns

I have consistently been pleased with the care provided at this practice since relocating to the area approximately nine years ago. Staff turnover is a natural occurrence across all healthcare settings and professions. The team here, including clinical and administrative staff, have consistently demonstrated a good understanding of my healthcare needs. I am grateful for their support.

Hard to reach by phone, long waits

It is difficult to reach the practice by telephone, and when calls are answered, there are often lengthy wait times or the line may disconnect. Appointments offered through this method can have extended waiting periods. The practice appears to rely heavily on temporary staff, who may not demonstrate the same level of engagement with patient care.

Reception staff didn't follow through on urgent request

Since registering with this surgery, I have experienced what feels like dishonesty and unprofessional conduct from certain members of the nursing and reception teams, who appear to lack adequate customer service skills. Point 1. My son requires medication that needs to be carefully managed for his wellbeing. A specialist clinic instructed that he obtain a heart trace from his regular doctor surgery before they could continue his prescription, as there were concerns about his heart in relation to his current medication. When we attended the surgery and explained this situation to a member of the nursing staff, they did not appear particularly engaged or concerned. I asked whether the results could be sent to the clinic the same day given the urgency of the matter. I was told this would be done and provided the clinic's contact details. However, three days later, the clinic had still not received the results. It seems reasonable to expect that when someone attends a doctor with a potential heart concern, this would be treated with appropriate seriousness. I have contacted the surgery repeatedly to try to resolve this matter, but have felt dismissed and not properly helped. I recognise why members of the public become frustrated with staff here. If the surgery were more straightforward in its communication and actually followed through on what it says it will do, much of this conflict could be avoided. The message on the phone system about not tolerating disrespect towards staff might be more effective if the surgery first addressed how certain staff members communicate with patients. Point 2. Last year I attended for a blood test. I made clear my anxiety around needles to the staff member carrying out the procedure. During the test, when I began breathing more heavily due to my anxiety, the staff member's response suggested they felt I was being unreasonable. I felt this attitude was inappropriate for someone in that role. Due to these experiences, I have decided to register with a different surgery and intend to raise my concerns formally with the relevant professional body. The specialist clinic is still awaiting my son's heart trace, and my son's condition has deteriorated because he cannot access his medication due to these delays at the surgery.

Quick appointment booked for urgent symptoms

Called the practice yesterday morning due to experiencing a severe cough and chest tightness. An appointment was arranged for late morning. The clinician I saw was excellent, demonstrating kindness and genuine understanding throughout the consultation. It was a refreshing experience. Very grateful for the care received.

Felt genuinely listened to and well cared for

I recently visited the practice and was very grateful for the care, attention and thoroughness I received during my appointment.

Couldn't reach reception during advertised hours

I have now attempted to contact the reception team on three consecutive days during the advertised closing hours, but have been unable to reach anyone. Each time I call, I hear an automated message indicating I am first in the queue, yet no one picks up the phone. It seems inconsistent to advertise extended opening hours if calls cannot be answered during that time.

Hard to book appointments and medication ordering issues

Accessing appointments proves challenging. Some clinical staff members could demonstrate greater compassion and attentiveness during consultations. The pharmacy team are pleasant and helpful, however there have been recurring issues with medication ordering accuracy. Additionally, the pharmacy operates a restricted telephone availability window. A member of the reception team can come across as unwelcoming, though this can be circumvented through the online booking system. I was a long-term patient at this practice before deciding to switch to another surgery due to ongoing concerns about the quality of care and service provided.

Reception staff went above and beyond

Excellent, welcoming front desk team who demonstrate genuine effort to assist patients. The entire team works with considerable dedication to adjust services and deliver high-quality care, with several individuals showing exceptional commitment.

Phone lines unreachable, receptionist unhelpful about visit

I contacted the practice a few months ago regarding a concerning lump. I was informed that a telephone consultation would be arranged, which did take place. The clinician indicated that an in-person appointment was necessary. However, the appointment was then rescheduled for a further week ahead. Subsequently, I received notification that the appointment would need to be cancelled and that I would have to make a new booking. This experience was disheartening and I chose not to pursue rebooking at that time. Fortunately, the lump has since appeared to improve. More recently, I telephoned to arrange an appointment for significant back pain. I was instructed to call back this morning at 8am to secure an appointment slot. When I did so, the phone line rang continuously for approximately fifteen minutes without answer. I decided to drive to the surgery location while continuing to attempt the call. Upon arrival, I found the premises appeared unoccupied. The phones appeared to be switched to silent mode as there was no audible ringing, yet my call remained connected. When I entered, I was informed by reception staff that I should not have attended in person, despite the front door displaying an open status. I find this response puzzling. As is commonly recognised, men tend to be less inclined to seek medical attention, and experiences such as this are unlikely to motivate engagement with healthcare services. The overall service has been deeply unsatisfactory.

Receptionist blocked emergency doctor appointments

Attempting to secure an urgent appointment with a GP proved difficult, as the receptionist would only offer alternatives such as a telephone consultation or a nurse appointment, neither of which felt suitable given the need for a doctor's assessment. Pursuing a formal complaint appeared to offer limited prospects, leaving this review as the primary means of expressing concerns about the appointment access experience.

Helpful and understanding care for elderly parents

Could not have been more helpful, understanding and professional when assisting my older family members. Thanks to everyone at the practice for the work you do, it is genuinely valued during these difficult times.

Reception staff made the appointment process easy

I'm not sure about the broader practice, but the specialist team providing care today was absolutely wonderful. The receptionist who called to confirm my appointment was delightful, providing comprehensive information about the location and patiently answering all my questions. Despite the protective equipment they were wearing, the entire team greeted us with genuine warmth and friendliness. The clinician who examined my young child was remarkably gentle and took the time to carefully explain the findings to us. My child felt so at ease that she happily said goodbye to everyone and expressed affection towards the clinician. It was a truly lovely experience with a caring team. I'm very grateful.

Booking confirmed but appointment wasn't available

I called on two occasions to arrange and subsequently reschedule a vaccination appointment, which was confirmed without difficulty. However, upon arriving for the appointment, I was informed that this particular vaccination is not available at the practice for occupational health purposes. Given that I had booked this a week in advance, I feel I should have been contacted beforehand to clarify this. This was frustrating and felt like poor communication.

Phone staff dismissive when booking appointments

Poor experience at this surgery. I would suggest that people in the surrounding area consider alternative healthcare providers. The reception team can be quite unwelcoming when you contact them by phone and often give the impression they are irritated by your call. The clinical staff generally seem to lack compassion and appear indifferent to patient concerns. When a health issue is eventually acknowledged, there are frequent changes to your assigned clinician, requiring you to repeat the entire process to justify why you need a particular medication. This is assuming you can secure an appointment in the first place. I struggle to obtain appointments within a month. The online appointment system rarely shows availability within a fortnight, and telephone support is similarly unhelpful. I have not encountered a healthcare facility that appears to be run so inefficiently. The practice would not be missed if it ceased operating. Edit: In response to the surgery's reply, which attributes this review to pandemic-related challenges. This feedback reflects my experience with the practice over the past nine years. Regarding the offer to discuss this further with management, I do not wish to pursue this. Based on my observations, the surgery is unlikely to implement meaningful improvements to address its fundamental issues, particularly given their apparent surprise at the ongoing negative feedback they receive.

Receptionist left line open after call ended

It's frustrating to see why so many people are hesitant to contact their GP surgery. I recently called with a concern that was genuinely worrying me, and after the call ended, I became aware of comments being made about my request that were quite discouraging to hear. It's concerning because these kinds of experiences likely contribute to people avoiding seeking help when they need it.

Welcoming staff made me feel genuinely cared for

I have been a patient at this practice for many years and I am extremely satisfied with my experience. The clinical staff, nursing team, receptionists and pharmacy staff have consistently demonstrated politeness and helpfulness. Visitors are greeted warmly and I feel that the care provided is of the highest standard. I attend regularly for routine appointments and services, and I have always found the team to be professional and welcoming. I am very grateful for the excellent service provided by this practice.

Receptionists helpful, but GPs dismissive of concerns

The receptionists have consistently provided a positive experience, demonstrating politeness and genuine effort to accommodate scheduling preferences. However, my interactions with the clinical staff have been considerably less satisfactory. Across multiple consultations with different practitioners, I have encountered recurring concerns. While I understand that medical professionals cannot be expected to have comprehensive knowledge across all areas, I believe it is crucial that they recognise the boundaries of their expertise and acknowledge when a condition falls outside their scope. In one instance, I felt compelled to independently research and contact a specialist myself, gathering substantial information before a referral could be arranged. This only occurred after I experienced what felt like dismissive treatment for suggesting I might benefit from specialist input. The specialist subsequently confirmed that the condition in question requires expertise beyond general practice level. More recently, I obtained private blood work that revealed a significantly abnormal result. When I contacted the practice for guidance, I was discouraged from having pursued private testing, with concerns raised about its reliability. I requested that the test be repeated through the practice to clarify the finding, but this was declined on the grounds that the private result was not trusted and repetition was deemed unnecessary. Only after mentioning my previous serious health history did the practitioner agree to order testing, and this felt like a reluctant concession rather than a genuine clinical decision. The subsequent test results proved significant enough to warrant specialist referral. Had I not mentioned my medical history, I would likely not have received this investigation or the subsequent specialist care. I have additional concerns regarding my child's care as well. Given the limited alternative options locally, I am actively exploring other practices.