Forest Hall Medical Group

Friendly reception staff made booking easy

I feel compelled to share my positive experience with this medical practice. It seems the excellent work they do deserves more recognition. I have been a patient here for the entirety of my life, spanning several decades. When I called recently to arrange an appointment for my routine annual check-up, I was greeted by a very friendly and pleasant receptionist who was genuinely helpful. This staff member is a real asset to the practice. With appreciation.

Long waits for appointment slots available

I'm unsure why obtaining an appointment at this practice is so challenging. When I attempted to book a consultation for my child recently, I was informed that the earliest available slot would be approximately two weeks away.

Reception staff unhelpful and dismissive throughout

Absolutely disappointing experience with a complete lack of care. The reception staff were unhelpful and provided no assistance whatsoever. I was unable to see the appropriate healthcare professional for my needs. Would not recommend.

Rude receptionists and confusing booking system

I have experienced a significant decline in the quality of this practice. While the clinical staff demonstrate professionalism, I found the reception team to be dismissive and condescending during phone interactions. The appointment booking system has proven frustrating, particularly when requesting same-day slots. I received appointment confirmations via text for dates several days later without any clarification provided. When I contacted the practice to discuss this, I was advised that alterations could not be made and that I would need to restart the booking process online and await a subsequent appointment offer. I found this system inefficient and would appreciate improved communication and courtesy from the administrative team.

Reception failed to register me properly

I arranged an appointment with the practice, but subsequently received a call from reception stating that I was not registered as a patient, despite having completed all necessary paperwork and attending a visit at the clinic a fortnight prior to this call. There was no prior notification or explanation provided. The only information given was that I was not signed up with them. The level of communication and patient care fell significantly short of expectations. This experience was very disappointing.

Warm waiting room but cluttered with supplies

The waiting area was quite warm and appeared somewhat cramped with limited seating available. There were various items such as hand towels stored in the space, which detracted from the overall appearance of the room.

Reception staff made me feel like a number

I have generally had positive interactions with the clinical staff at this practice. However, I have found the administrative and reception functions to be significantly problematic. The experience often feels impersonal and transactional rather than patient-centred. There appear to be recurring issues with communication clarity and accuracy, along with an overall sense that patient welfare is not prioritised in these areas.

Switched practices due to poor service

The service I received fell significantly short of expectations, and as a result I have decided to transfer to a different practice.

Online booking system excludes less tech savvy patients

Unable to schedule appointments by telephone anymore, with online booking being the only option available! This doesn't account for those who may struggle with digital platforms....seems like poor planning!

Struggling to get through on the phone lines

Called the surgery at 8.30am to request an appointment and found myself sixth in the queue. After waiting approximately 10 minutes, the line became engaged for a further 10 minutes with no response. I disconnected and attempted to call back, only to discover the lines were busy. I then tried using the online booking system and completed the necessary form, which took another 10 minutes. The overall experience was frustrating. The appointment booking process appears to present significant difficulties. The current system would benefit from review and improvement as it does not appear to be functioning adequately.

Front desk staff were dismissive and unhelpful

The administrative processes feel disorganised and the reception team, both in person and over the phone, came across as dismissive and lacking in compassion. The abrupt and curt manner displayed by a staff member I encountered today, whom I have interacted with previously, left me feeling unwelcome. I struggle to understand what may have prompted this approach, as in my own professional role I would prioritise courtesy and understanding when dealing with the public. The assertion that all patients are content with the recent procedural changes does not align with my experience, and I intend to investigate this matter further and share my findings.

Reception blocked phone appointments without apology

I was informed by reception staff that I can no longer telephone to arrange an appointment for my young child who has additional communication needs. Instead, I have been directed to use an app to book a video consultation, where someone will assess whether an in-person appointment is needed today or at a later date. This approach is problematic because vital signs such as temperature cannot be checked remotely, and I do not have the capability to measure these at home. Additionally, due to the timing of the scheduled video call, there is no realistic possibility of my child being seen in person at the surgery today regardless. I feel this system demonstrates insufficient consideration for patient circumstances, and I am particularly concerned about how vulnerable groups, including elderly patients, will manage with this process. As a result of this experience, I have decided to transfer my family's care to a different practice. I would rate this experience as poorly as possible.

Prompt callback and caring consultation for my son

I had a positive experience using the online consultation service to describe my child's symptoms. The practice responded quickly with a callback within an hour to schedule an appointment. The reception team were welcoming and approachable, and the clinician conducting the consultation was attentive and compassionate, taking the time to speak with my child directly and providing clear guidance on next steps should the prescribed treatment prove ineffective.

Frustrated by limited review options here

Unfortunately the platform's policies do not allow me the freedom to express everything I would like to convey, and it is also regrettable that there are no rating options available that would adequately reflect my experience.

Reception gave conflicting information about appointment availability

If I could give no stars, I would. The service is disappointing. The reception staff interactions left me frustrated. I attended the surgery in person as I was unable to reach them by telephone to book an appointment. I was told that no appointments were available and advised to try calling back the next day. When I expressed concern about facing the same difficulty again, the receptionist went to speak with someone in the back office. Upon returning, she indicated that a clinician would contact me to arrange an appointment, and suggested I should call back if I hadn't heard from them by 3pm. I waited for this call but did not receive one, so I telephoned the surgery. The receptionist I spoke to on this second call responded dismissively, stating that clinicians do not call to make appointments and expressing doubt that the previous receptionist would have said this to me. She also suggested that if I was concerned, I should take another day off work to attend in person. It is difficult to justify taking additional unpaid time away from work, particularly given current financial pressures. I have not yet been able to secure an appointment to see a clinician at this surgery, so I am unable to comment on the clinical care. I am considering registering with a different practice.

Impossible to reach by phone

It would be easier to win the lottery than to get through to this practice.

Long phone queues make booking difficult

The clinical staff are competent. However, the administrative processes and communication systems require improvement. Callers experience lengthy waits in the telephone queue before reaching someone. The appointment booking process is frustratingly difficult. Patients report being informed that the call queue is at capacity and subsequently disconnected from the line, which is unsatisfactory. This is particularly concerning given that individuals contacting the practice may be experiencing discomfort or emotional distress. The situation creates a perception among patients that the practice is unwilling to engage with or provide care to those seeking help.

Impossible to reach reception for appointments

I have been a patient at this practice for over two decades and have witnessed a significant decline in the quality of service provided. I have experienced considerable difficulty in contacting the reception team to schedule appointments. When attempting to book, I was advised to call back the following morning at a specific time, but upon doing so, I was informed that due to current demand levels, I should try again later. I feel that the standard of care and accessibility at this practice has deteriorated substantially and believe this matter warrants attention from the relevant regulatory body.

Receptionists were rude and unhelpful

The reception staff were unhelpful and dismissive. Several team members seemed to lack empathy when dealing with patients, creating a distressing experience.

Morning phone queues made appointment access impossible

I am very frustrated with this service. I have been calling each morning attempting to secure an appointment while managing ongoing health concerns. I have now been informed that a face-to-face consultation is necessary. This comes after six weeks of my attempts to arrange one. I am consistently advised to call in the morning, but when I do, I am told the call queue is full. Does anyone have recommendations for an accessible healthcare provider in this area? I am relatively new here.