Greensand Health Centre

Booking system made urgent care difficult to access

I initially contacted the out-of-hours service regarding my young child following a minor head injury. They advised me to arrange a GP appointment within 24 hours. When I contacted the practice, I was directed to book through an online system. Upon enquiring whether my child could be seen the same day, I was informed this couldn't be guaranteed. I subsequently attended the walk-in centre after school, but after waiting approximately 30 minutes, we were informed there was no availability for us. When I mentioned that the out-of-hours service had recommended urgent assessment within 24 hours, the response was simply an apology without further assistance.

Can't get appointments at this practice

This practice has significant issues with appointment availability. Patients seeking to see a GP are typically redirected to the walk-in clinic instead.

Struggling to book appointments and get prescriptions

The practice appears to have insufficient staffing levels, which makes it difficult to secure appointment slots. Additionally, prescription requests experience significant delays, and items that have been requested are sometimes not included when they are eventually processed.

Quick appointment through specialist referral system

First time visiting this practice as I live in the local area but needed to see a specialist and managed to secure an appointment within a reasonable timeframe through a referral service. The surgery is well-equipped with pleasant patient facilities including refreshment amenities. The service provided was good!

Friendly staff but online booking needs work

The team demonstrates genuine care and friendliness, with staff clearly putting in considerable effort. The surgery itself is excellent with modern facilities and efficient test result turnaround, which is much appreciated. Appointment availability can be challenging, though this appears to reflect the high patient demand in the area rather than any specific practice issue. Overall, the practice has been satisfactory. However, there have been some recent concerns. While the clinical staff remain largely competent, administrative processes and the online booking system have become less coordinated. The waiting times for appointments have become problematic and feel longer than previously experienced.

Booking system makes appointments nearly impossible

The appointment booking process is extremely difficult to navigate. The online system being used offers very limited availability, with waiting times extending to at least six weeks for consultations. When my appointment was cancelled, it was not rescheduled at a time that worked for my circumstances, and I was only offered alternative slots that did not suit my schedule.

Appointment cancelled after weeks of waiting

Arranged an appointment at the practice. The wait time was lengthy, and after an extended period the appointment was cancelled. Following this, I made multiple attempts to contact the practice for assistance, but have not received a callback despite considerable time passing. Communication from the practice has been difficult to obtain.

Felt like profit mattered more than patients

Operated with a focus that prioritised financial considerations over patient wellbeing.

Impossible to book an appointment anywhere

I am unable to secure an appointment through any available method. I have attempted contacting the practice via email, the online booking system, and telephone calls. After two weeks of trying, I still do not have an appointment scheduled, despite having an ongoing health condition that requires regular medication management. This is the most difficult experience I have had accessing healthcare services.

Appointment cancelled with no consideration

Extremely disappointing experience at this practice. After booking an appointment well in advance, it was cancelled with only one day's notice. This resulted in wasted time off work and caused considerable inconvenience due to the short notice given.

Reception staff showed little understanding or care

Disappointing experience throughout! Reception staff seemed unhelpful. Care standards fell short of expectations. Several months on and my health situation has deteriorated. This practice has not helped matters. The approach felt superficial rather than thorough. I felt there was minimal engagement or questioning, just quick assessments followed by prescriptions. When the initial treatment didn't work, the same pattern repeated. My situation has now become significantly worse. I've had to seek care elsewhere. This practice represents poor value and professionalism. The service quality requires serious review.

Felt genuinely listened to and respected throughout

Have to say that's how I like to be treated - seen by a clinician of my preference - nothing but praise for the entire approach. Well done, very happy with the experience overall.

Felt genuinely listened to and treated fairly

Outstanding service from the clinical team. Quite unusual to see such empathy, care, fairness and non-judgmental attitude nowadays! The staff member demonstrated genuine compassion and professionalism, proving to be a valuable asset to the NHS community and to this particular practice surgery.

Long waits defeated the point entirely

The waiting period to be seen for a health concern extended to several weeks. I was advised to attend an emergency department for what I considered a minor issue that could have been managed with medication and a straightforward care approach. This felt like an unnecessary escalation of the situation. I would prefer to secure a routine appointment rather than having to spend an extended period at an urgent care facility that isn't conveniently located, particularly when managing multiple dependents.

Long phone waits and chaotic walk-in queues

I had a very disappointing experience at the surgery yesterday. When I called to request an appointment, I was kept on hold for an extended period and received no reply through the online booking system. The receptionist informed me there was a significant waiting period for appointments, so I decided to attend as a walk-in patient instead. However, the surgery was extremely busy and I waited considerably longer than expected before being seen by a clinician. After my consultation, I was given a code to collect my prescription from any pharmacy. I visited the nearest available pharmacy, only to be told the prescription had been directed to a different location that was closed at the time. When my partner attempted to collect it the following day, that pharmacy indicated the medication was not currently in stock and would require an additional wait. This was particularly frustrating given that the clinician had mentioned they would not typically send prescriptions to that particular pharmacy due to stock availability issues. Due to these difficulties, I have decided to register with a different practice and would encourage others to carefully consider their options when choosing a surgery, as the appointment delays and prescription handling processes caused me considerable concern about continuity of care.

Polite reception made the visit pleasant

Positive experience with courteous staff.

Couldn't reach manager during surgery merger period

I attempted repeatedly over several weeks to contact the practice management to discuss concerns about operational procedures that were impacting patients, but was unsuccessful. This was attributed to an ongoing merger process. My efforts to escalate these concerns were met with obstacles, and were further complicated by a missing consultation letter that had been sent electronically and subsequently lost within the practice system, with no explanation provided. Following a serious health incident at the local hospital's emergency department and acute assessment unit involving my partner, aftercare coordination was delayed due to issues with the practice's appointment system, which I felt was inadequate for purpose. I also contacted NHS 111 for guidance, though this was dismissed by the practice despite being logged on their records. Fortunately, the hospital requested my partner's return and the situation was resolved promptly with clinical support due to its urgent nature. Due to my direct and critical feedback at that time, I felt my concerns were disregarded without consideration for the stress we were experiencing following such a traumatic event. Without prior warning, I subsequently received correspondence suggesting I was responsible, and was removed from the patient list immediately following my honest assessment of these issues. I have since transferred to another practice, which I have found to be considerably more supportive and compassionate in its approach to patient care. Online reviews of the original practice suggest that my experience was not isolated, with other patients expressing similar frustrations regarding administrative processes, communication, and standards of care.

Nurse checked on daughter before appointment time

Had a wonderful experience at the Acute walk in clinic today with my child. My child was visibly unwell and a member of staff began assessing her before the scheduled appointment time to ensure she was alright. She was subsequently seen promptly and all the staff members were extremely supportive and caring throughout. Thank you.

Hard to book appointments at this practice

Excellent clinical staff, however accessing appointments is consistently challenging. The administrative approach to patient interactions comes across as impersonal, dismissive and unhelpful. Overall, a disappointing experience with the practice.

Phone lines impossible to get through

I have been attempting to schedule an appointment over the past couple of days without success. The telephone line remains unanswered, and after an extended wait period the call disconnects. I subsequently tried using the callback service, however several days have now passed and I am still awaiting a response.