Forest Hall Medical Group

Helpful staff managing high patient demand well

Excellent medical professionals who go the extra mile to assist patients. I believe some people are too hasty in criticising appointment waiting times, as this isn't always reflective of the actual situation. The clinical team are making genuine efforts despite working with limited staffing resources and managing a substantial patient load. Considering the expansion of residential developments in the area without corresponding increases in healthcare facilities, the practice is managing well with the growing demand. We should feel fortunate to have access to the NHS and ought to acknowledge the dedication of the clinical and administrative staff, whose roles are genuinely demanding and underappreciated.

Quick appointments and fast prescription processing

The practice has made changes to their procedures recently, and the improvements have been very positive. Appointments are now much easier to obtain promptly, and medication prescriptions are being processed quickly.

Couldn't get an appointment so changed practices

I was unable to secure an appointment and subsequently decided to switch to a different general practice.

Easy to book appointments around work

I have been a patient at this practice for a considerable time and have consistently found the reception staff and clinical team to be approachable and supportive. I was able to secure a convenient appointment slot that fitted well with my schedule, and during my recent visit I was seen by a healthcare professional who demonstrated genuine care and professionalism, helping me feel reassured throughout the consultation. I am grateful for the service received.

Appointment booking system makes access unnecessarily difficult

The appointment booking process is quite frustrating. The instructions to check the website, followed by being directed to telephone the surgery, only to receive an automated message suggesting to try again later due to high demand, creates a discouraging experience that seems to actively prevent people from seeking care. It is not possible to book appointments in advance for days when we are not working, as the system does not allow future bookings—it appears there are multiple barriers in place that make accessing these services unnecessarily difficult. The staff members are consistently courteous and supportive whenever communication can actually be established.

Long phone queues left me frustrated with the surgery

I'm disappointed with the recent changes at this surgery as the standard appears to have declined. I missed a remote consultation appointment because I was at work and had been advised to contact the surgery if assistance was needed. When I called, I found myself in a queue with several other callers. After waiting approximately 17 minutes, I arrived at the surgery while still holding in the phone queue. I observed the phone continuing to ring, yet the reception staff did not answer the calls. I was added to the waiting list again, but subsequently received a message indicating that capacity had been reached and I should contact the surgery to arrange another appointment. I decided to try an alternative service through a different app, which proved to be excellent and resolved my issue within approximately an hour.

Got an appointment the same day

The practice provided excellent service, with availability for an appointment the same day.

Helpful phone team sorted same day appointments

The new appointment screening process functioned effectively in my case. The person who took my call was courteous and provided excellent assistance. I was presented with two available slots on the same day, and when I rang back subsequently, an additional option in the afternoon of that same day was made available and I accepted it.

Friendly staff made the visit pleasant

The team here demonstrated excellent courtesy and warmth throughout my visit.

Reception staff making a real effort now

I have observed positive changes in the quality of services over the past couple of years. The front desk team appears to be putting in greater effort, and interactions have become more comfortable and natural. I have had several pleasant encounters with various members of the healthcare team across different roles. I appreciate the dedication being shown and want to acknowledge that these improvements are recognised.

Phone queues make getting through nearly impossible

We have been registered with this practice for over twenty years. I don't make these comments lightly or without careful consideration but the customer service levels at this practice are appalling at present. Just getting through to speak to somebody is a nightmare. Even if you call on the dot of opening hours, you receive an automated message informing you the queue is either too full or you are in a queue of twenty. When you do actually navigate the automated number selection maze and speak to a person, the information provided is unclear, confusing or simply conflicting. They have apparently been changing contact systems for some considerable time but the process remains confusing and obstructive. I used the online system to obtain an appointment last week. That in itself was an achievement. I have no idea how non-technical individuals navigate this system. However, I managed to send a correspondence requesting a consultation having outlined my situation. A couple of days later, I received a reply informing me they are still in the process of upgrading their patient contact facilities and advised me to wait until after a specified future date then telephone on the day I require an appointment. What on earth is the point of this? How is that going to improve the system? Advising patients to wait over two weeks before entering the telephone lottery a couple of weeks after your initial contact? Both of the issues I contacted the practice for are non-urgent. One relates to medication I have been taking for some time without any checks to monitor effectiveness for some considerable period. The second is a test I should have been contacted for some time ago but, like most services at this practice, appears to have dropped off the radar. Yesterday, my wife attempted to make telephone contact for a potentially more urgent matter. It took several telephone calls before she eventually spoke to a member of staff having found herself in an automated queue repeatedly before being disconnected on more than one occasion throughout the day. The staff member advised her to use the new web system to book an appointment. My wife informed her she had attempted this but the system was not working. Eventually, my wife had to inform the receptionist what her symptoms were to actually get some positive action, an appointment several days later. This is not a knee jerk reaction or a new situation. The issues contacting the surgery have existed for several years now and actually speaking with a clinician is a rare event. I cannot recall the last time I saw a medical professional face to face. Probably several years. Thankfully, I either haven't needed to or more accurately, I just don't bother trying. While I appreciate every health service is under pressure and facing logistical difficulties, I simply refuse to accept that it should be so complex and difficult to initiate contact with a surgery let alone speak with a medical professional. I have discussed these difficulties with friends and family who agree most practices' service levels have dropped but not to the extent that this practice has fallen. One elderly family member was so dissatisfied with his inability to actually contact the practice or obtain medical care, he transferred to another surgery in the area and does not experience a fraction of the problems he endured as a patient here. Over a long period of time, my wife and I have experienced numerous issues contacting this practice and obtaining medical support to the point where we believe even basic follow-up checks are being overlooked. The excuse of changing contact protocols or support systems is no longer credible. This surgery is failing patients in my opinion and should be investigated as it is abundantly clear many patients are dissatisfied with the levels of service provided.

E-consult system saves time and hassle

I have encountered numerous unfavourable reviews, however my own experience has been quite different. The online consultation service has proven to be excellent, with responses consistently arriving either the same day or the following day along with a clear course of action. This eliminates the need to participate in the early morning telephone availability scramble and removes the requirement to liaise with reception staff. Those posting very low ratings appear to be comfortable navigating online platforms. My recommendation would be to take full advantage of the online consultation option.

Staff responded quickly when I returned

I experienced significant discomfort approximately twenty minutes following my routine vaccinations. I initially waited in my vehicle hoping the symptoms would resolve on their own, but when they persisted, I returned to the surgery. The clinical team were exceptionally supportive and attentive throughout. I was examined thoroughly by a member of staff who took great care to assess my condition. I was relieved to receive reassurance that all was well. The entire team demonstrated genuine kindness and professionalism.

Quick symptom check led to fast answers

I found the online symptom description tool straightforward to use. The entire process from submitting my referral through to receiving my new medication took less than four hours. The clinician was knowledgeable and provided clear information throughout. I'm grateful for the efficient service provided by the practice.

Struggled to get repeat prescription support

I found this to be an extremely disappointing experience. I spent several days trying to resolve an issue regarding my medication supply, as I believed I was running low and needed a repeat prescription. The practice records appeared to show that prescriptions had already been provided. As I manage multiple medications, I sometimes experience confusion about my stock levels. However, I felt the staff were dismissive and unhelpful, and I perceived their responses as suggesting I was being dishonest. Fortunately, the pharmacy was able to understand my situation and provided an emergency prescription, which prevented me from facing a difficult period without my medication. I am now looking to transfer to a different practice.

Impossible to book an appointment here

The appointment booking system is extremely difficult to navigate. Getting a consultation slot appears to be challenging, and the reasons provided for unavailability sometimes seem questionable.

Phone lines constantly shut down frustratingly

Extremely disappointing experience with the practice. The telephone lines appear to be unavailable on a frequent basis. A pharmacy and I have been attempting to contact the surgery for an extended period to resolve a medication issue for a family member, but have been unable to reach anyone.

Phone queue left me completely unheard

This practice operates the poorest system I have encountered. The telephone support provided was unhelpful and inadequate. The service does not merit even a single star rating.

Booking system disabled when you need it most

The appointment booking system only allows you to schedule for a single issue per visit. During a recent appointment, I felt dismissed when discussing my health concerns. The practice appears to have experienced significant staffing changes among reception staff over the past year, which raises questions about the working environment. Overall, I found the experience quite disappointing. Additionally, the online booking system frequently shows as unavailable with instructions to try again at 7am the following day. When you need to book an appointment at mid-morning, this creates a frustrating situation. The limited availability of the booking system seems to undermine its usefulness as a scheduling tool.

Phone lines repeatedly cut off during calls

Extremely frustrating experience. I have been attempting to reach the surgery for two days without success. On both mornings, I encountered an automated message indicating the queue was full, after which the call was disconnected. I also tried calling at 1.30pm with the same result. Today, an automated message indicated the surgery was closed for training purposes. I am uncertain about whether I require a medical appointment or medication advice, but I have been unable to establish contact with the surgery to discuss this.