Elm House Surgery

Frustrating wait for test results and appointments

I've experienced some occasional bright spots, but overall, the service has been subpar. Scheduling an appointment is incredibly challenging. The online consultation system leaves much to be desired. I've been waiting 5 days now after submitting my message without any response. Additionally, I'm currently in limbo for over 8 weeks waiting for a test result. They initially had me complete the incorrect test, then misplaced the second sample, and now I've been waiting 15 days for the results of the third test.

Friendly staff made my day better

The team at Elm House have been incredibly supportive, with friendly personnel who have gone above and beyond to assist me throughout the entire process.

Quick and painless flu shot today

Fantastic experience at today's influenza vaccination center. The process was incredibly smooth and hassle-free. Kudos to the entire team for their outstanding work.

Quick and smooth flu shot visit

Got my flu shot just now, and the process was incredibly smooth. Efficient service that had me in and out of the clinic in no time. Kudos to the staff for their excellent organization.

Surgery went well despite covid challenges

Successful procedure despite current pandemic-related challenges in medical services

Receptionist made me feel awful during call

I recently reached out to this medical practice by phone, and my initial interaction was incredibly disappointing. The staff member who answered was abrupt and dismissive, providing no comfort or guidance during our conversation. Her demeanor was entirely unprofessional and left me feeling completely frustrated. Extremely dissatisfied.

Quick and helpful during pandemic times

The service I received was truly exceptional. Despite the complexities introduced by the pandemic, every aspect of my interaction was remarkably smooth and impressive.

Helped me during a tough life transition

Despite my challenging personal circumstances and residing at a temporary location, they registered me as a "temporary patient." I'm unsure what "temporary patient" truly implies, but they delivered comprehensive service and exceptional care—far surpassing the support I previously received from my regular GP. Although I've now relocated outside their service area and registered with a permanent GP, I want to express my sincere gratitude to Elm House Surgery for their incredible assistance and outstanding work. They absolutely deserve a 5-star rating. Excellent job!

Wasted my time and money

Completely worthless and absolutely terrible method!

Loyal patient with long-standing concerns

I have been a patient at this medical practice for nearly two decades. I would gladly award five stars for the healthcare provided, but certain issues prevent me from doing so. Telephone access is challenging, and when you finally connect, the reception staff can be unhelpful and unnecessarily difficult when scheduling appointments. They seem prone to asking intrusive personal questions without having the qualifications to assess the urgency of my medical needs. I have always been responsible in my approach to healthcare and resent being treated as though I might waste medical professionals' time. I believe the NHS should establish a formal mechanism for addressing such concerns. The online booking system appears useful in theory, though it has persistent issues. Multiple times, the system has incorrectly claimed I'm entering an incorrect date of birth. Reporting this problem to reception has yielded no resolution. Aside from these specific frustrations, the practice remains excellent, which explains my long-standing commitment. Regarding the topic of discrimination, as an English-Roma individual - members of an historically marginalized ethnic group - I want to emphasize that I have never experienced or observed any discriminatory behavior here. In my experience, patients are treated equitably based on their individual circumstances and conduct.

Terry's terrible reception attitude

Incompetent and hostile front desk staff! My partner deliberately avoids interacting with them due to consistently unpleasant encounters. One receptionist named Terry consistently seeks opportunities to argue and criticize her. Recently, when my partner attempted to reschedule an appointment, a telephone operator called Anne abruptly dismissed her request, quickly becoming impatient and snapping "I've just explained that!" in a condescending manner. Encouragingly, when she called again moments later, a different operator provided multiple appointment options, including one available the next day! These employees must recognize that patients arrive when vulnerable and unwell, and therefore should demonstrate basic compassion and respect! For nearly two years, the practice refused to register my partner, rejecting her legitimate EU identification card and claiming she could not have entered the country using it - despite UK Border Control having already admitted her. Their bureaucratic inflexibility was astounding! Prescription errors, misplaced documentation, and conflicting information are routine. "Sorry" appears absent from their vocabulary, even when mistakes cause significant inconvenience and unnecessary additional effort. Different staff provide contradictory guidance - particularly regarding blood tests. One receptionist insists non-fasting tests are only available after 10am, while another claims recent rule changes permit 8am appointments. Doctors promise results within three days with follow-up if needed, yet receptionists declare results will take a week and patients must proactively contact the surgery because they're "too busy" to call everyone. Additionally, mocking pronunciation of non-native names is completely unacceptable in today's world! I would rate this half a star if possible.

Racist receptionist made me feel unwelcome

The front desk staff member had the audacity to question my registration at the medical center. If I had fair skin, blonde locks, and blue eyes, she would have never challenged my presence. It felt like I was treated as an outsider who just wandered in, immediately requiring scrutiny. I am equally entitled to be here as any other citizen. Her behavior was disrespectful, and her presumptuous attitude suggests underlying discriminatory views typical of someone harboring racist sentiments.

Caring doctors since my first visit

I've been a patient at Elm House Surgery since 1974, and despite changes in medical staff over the decades, the quality of care has remained consistently outstanding. The physicians here are incredibly compassionate and truly dedicated to their patients, always going beyond basic medical requirements. While I prefer to see my designated doctor, I've found that every physician provides the same high level of personalized attention. The reception team has also been equally professional and helpful. I believe that mutual respect is built through clear and considerate communication. A special mention goes to Steve, who makes blood drawing a comfortable and stress-free experience. My heartfelt appreciation goes to Elm House Surgery for their exceptional service.

New practice with smooth online booking

Upon relocating to this neighborhood, I signed up with the medical practice and have been thoroughly impressed by their welcoming team and the convenient digital scheduling platform.

Friendly staff made my checkup easy

These medical professionals are truly exceptional and outstanding.

Prescription nightmare at my medical office

Utterly terrible personnel. I've been their patient for a couple of years now. The experience is so frustrating that I dread every visit. My prescriptions were consistently mishandled until I eventually hired a private service to intermediary. When I sought my complete medical documentation, they only provided recent records despite my clear request. They consistently dodge accountability and show no interest in improving their service. They're completely ineffective and unnecessarily complicate even the simplest tasks. Every single interaction with them has been an uphill battle. As a result, I've completely disengaged and now actively steer clear of their practice.

Mixed care from skilled doctors

Excellent Medical Professionals - Unhelpful and Disrespectful Front Desk Personnel

Frustrating medical records runaround

I requested access to my medical records just before GDPR regulations were implemented. The receptionists were unhelpful, instructing me to call back the next day and speak to a specific staff member, with no explanation about why I couldn't retrieve them via the Patient Access app. When I called the following day, I was told the designated staff member wasn't working after 4pm and no one else could assist. I asked for a callback instead of adhering to their limited hours. After missing their initial return call and checking voicemail, I was informed the person who left the message was on leave. When I challenged this, noting I had just spoken with them, I was eventually connected. They informed me of a £25 charge, but I argued that with GDPR approaching in two weeks, they should waive the fee. They claimed they couldn't legally do so (which is incorrect) and suggested I call back on May 25th for free records. I sincerely hope by then they will have trained staff capable of handling such straightforward requests, as navigating through five different people just to obtain medical records is completely ridiculous!

Compassionate doctor helped me through tough time

Dr. Katie Berry demonstrated exceptional compassion during a challenging period in my life. I am deeply grateful for her warmth, empathy, and the emotional support she provided when I needed it most.

Quick and caring medical team

The medical staff here consistently demonstrate exceptional kindness and professionalism. Scheduling appointments is remarkably straightforward and convenient whenever necessary.