Forest Hall Medical Group

Long phone queues and confusing call routing

I was really frustrated yesterday. I spent three days attempting to reach the practice by phone before finally getting through. After waiting in the queue for around 50 minutes, I spoke to a receptionist with several questions. I needed to cancel an appointment, and I also wanted to ask about a prescription. When I mentioned the prescription query, I was transferred back to the main menu and instructed to press option 4, which put me back in the queue. After another 20 minutes or so, someone answered my prescription question, though I believe it may have been the same person I'd spoken to initially. The whole experience felt quite disorganised and inefficient.

Couldn't reach reception after long phone wait

Unable to reach the reception desk after an extended wait time due to call disconnection. The appointment was rescheduled and there was a significant queue when attempting to get through.

Staff dismissed patient over broken check-in machine

I attended your practice as a visitor on a recent weekday. I was concerned by the manner in which staff communicated with a patient, suggesting they had arrived late and could not be accommodated. However, the patient had actually been waiting in a queue for a considerable time, as the self-check-in system was experiencing technical difficulties. The patient was attending on behalf of a family member who required medical attention. I was disappointed by this interaction and would be hesitant to register with your practice based on what I witnessed. I recognise that staff are managing challenging circumstances, but I felt the patient deserved a more compassionate approach.

Impossible to book an appointment here

Disappointing experience with the practice. Scheduling an appointment proves extremely difficult. The phone lines frequently indicate the surgery is closed even during stated business hours. When contact is successfully made, receptionists request extensive medical background information before booking. The clinical staff also fall short of expectations, demonstrating limited empathy during consultations. The practice appears to have declined significantly compared to previous years under earlier practitioners.

Phone lines frustratingly difficult to reach

The service was disappointing. The advertised opening time of 8am does not appear to align with when calls are actually answered, and when someone does pick up the phone, they come across as irritated by the call. The reception team could benefit from improving their customer service approach. Since the pandemic, there seems to be a shift towards remote working arrangements, which raises questions about availability. With only two practitioners at the practice, it is understandable that appointment availability is limited.

Helpful phone advice and quick prescription service

Received straightforward and helpful guidance during a telephone consultation with the nursing staff. The prescribed medication was available at my local pharmacy and obtained promptly.

Impossible to book an appointment here

Getting an appointment at this practice proves to be quite challenging, regardless of how promptly you attempt to book. This situation is rather disappointing.

Long wait times and unhelpful reception staff

The standard of care offered at this practice is unsatisfactory and I would not suggest it to others.

Reception staff were dismissive and spoke down to me

The receptionist demonstrated a lack of compassion when handling my call while I was experiencing physical discomfort and emotional distress. I had explained my need for a face-to-face appointment following previous guidance to contact the surgery if my condition deteriorated. The interaction left me feeling dismissed and spoken to in a condescending manner. The abruptness of the communication has made me anxious about contacting the surgery in future. I understand others have shared similar concerns about their experiences with reception staff. This encounter fell short of the standard of care and courtesy I would expect.

Prescription ordering system leaves patients without medication

Attempting to obtain my regular medication through this practice is extremely difficult. I rely on this medication and experience gaps each month where I'm unable to access it, which has negatively impacted my wellbeing and resulted in lost work time. I have serious concerns about the level of care provided and am actively seeking alternative healthcare arrangements.

Reception wouldn't commit to a doctor callback

The service I received was extremely disappointing. Given that this is an NHS practice, I expected far better standards. When I rang to arrange an appointment, the receptionist inquired about the nature of my concern, which I felt was unnecessary. I called on two separate occasions requesting a telephone consultation with a clinician, but was only told that they couldn't guarantee whether this would happen. Frustrated by this response, I decided to visit in person to try to resolve matters. Upon arrival, I explained my situation again, but instead of being seen by the clinician I had requested, a pharmacist was brought out to speak with me. This was not what I needed, and I remain unsatisfied with the outcome. I have been a patient at this practice for many years, and I have never experienced such poor service before.

Reception staff spoke down to patients throughout

I found the service to be disappointing overall. The reception team came across as dismissive and unhelpful in their manner of communication. Care and attention seemed lacking throughout my experience. I was passed between different practitioners without clear continuity. There were instances where calls were not made as expected, and when contact was established, there appeared to be confusion about the purpose of the call. The telephone queuing system was frustrating, with lengthy wait times to speak to someone, and I was advised that earlier calling times would have been preferable, though my own attempts to reach the practice earlier proved equally time-consuming. The automated phone system frequently appeared to be unavailable despite being advertised as operating around the clock. Booking appointments required calling on the day rather than being able to arrange them in advance. Following discharge from hospital care, there was no follow-up support from the practice. I would encourage the practice to review its processes and consider how interactions with patients are handled, as this reflects on the wider NHS service.

Quick appointment and prescription sorted efficiently

I'm grateful to the helpful receptionist and healthcare professional I interacted with today. I was seen promptly by a caring clinician who took time to discuss my needs thoroughly before arranging the medication I required. I apologize for not noting your names. Thank you for providing excellent care and genuine compassion.

Impossible to book an appointment here

Poor service overall. Obtaining an appointment proves extremely challenging. Getting seen by a doctor rather than another healthcare professional is even more difficult.

Confusing communication left me unsure what was happening

I understand that medical practices face considerable demands currently, however I felt the level of courtesy extended to me fell short of what I would expect. I'd rather not elaborate on specifics, but the uncertainty around whether I should remain in the waiting area, whether my presence had been acknowledged, or whether the clinician was aware I was attending created a confusing experience. This was not an isolated incident, though I won't detail the other occasions. We did have a positive interaction with a paediatric healthcare professional whose care was excellent and this review should not reflect on them. I recognise there are undoubtedly many dedicated and caring professionals working at the practice.

Phone appointment system let me down twice

Absolute waste of time. I had a phone appointment this afternoon, but because the call came from a withheld number, my phone didn't ring and the call went to voicemail. I rang back to explain what had happened and was told the clinician would call me back. Unfortunately, the same issue occurred again. When I rang back a second time, I was informed that the clinician had finished for the day and would not be calling back, and no other clinician was available to speak with me.

Felt rushed and not properly listened to

I visited the surgery today and felt hurried throughout my appointment. The staff seemed unable to spare time and appeared unwilling to engage with what I had to say. There was no meaningful discussion. I was informed that I should have obtained a test before attending, given that I had a cough, though this would have meant waiting in the reception area regardless. When I saw the clinician, they kept the consultation room door open, which made me feel quite uncomfortable. Having been a patient here for 35 years, I was disappointed by what felt like a lack of concern for my wellbeing. I'm concerned about the standard of care being provided to patients.

Confusing phone instructions led to wasted journey

I was instructed to arrive at the practice at 8am for a same-day appointment. Upon arrival, I was informed that no doctors were available that day, but that I could be seen by another healthcare professional. This person spoke to me in a manner I found dismissive and made comments suggesting I should not expect same-day appointments. I was asked to return an hour later for a scheduled slot, which was subsequently cancelled. I found this experience frustrating and poorly handled.

Phone team becoming more helpful and friendly

The practice could benefit from enhancing their telephone manner and making interactions more welcoming when patients call.

Long wait with no communication updates

My appointment was delayed beyond the scheduled time. I did not receive any communication regarding the delay. I had been expecting to be seen at my allocated slot and remained unseen. The lack of updates about my situation was frustrating. Due to the extended wait, I was unable to attend my subsequent commitment on time. I had been at the practice for an extended period without any staff interaction or explanation regarding the delay.