Greensand Health Centre

Phone queue keeps dropping the call

I keep getting frustrated with the phone system - I manage to reach the front of the queue multiple times but the call drops before I can speak to anyone. This has occurred several times now and it's becoming increasingly annoying. This is among the poorest practices I've experienced. I'm not satisfied with the digital appointment system. I really wish I could have remained with my previous surgery.

Receptionist was dismissive and unhelpful

The receptionist was unhelpful and displayed a dismissive attitude. There was a noticeable disconnect between the stated expectation that patients should treat staff with respect and the manner in which I was addressed during my interaction.

Medication stopped without warning, but nurses provided excellent support

My prescription was discontinued without any prior notification to me. Due to my work schedule, I find it difficult to contact the surgery during morning hours, and by the time I'm able to call, all available appointments have already been booked. When using the online consultation service, the outcome tends to be consistent—I'm advised to attend accident and emergency. Following these experiences, I have been treated with excellent care by the nursing staff at the practice. They have been particularly supportive during my recovery period following a hospital stay and subsequent rehabilitation.

Phone queue keeps hanging up on callers

Disappointing experience overall. The phone system requires a lengthy wait of at least thirty minutes just to reach the front of the queue, only to have the call disconnected. This issue has occurred repeatedly throughout the past year. I have also made multiple attempts to request a change to my allocated pharmacy through various methods including phone, email, and written correspondence, but none of these requests have been actioned. Additionally, the reception hours appear to close earlier than what is advertised online.

Long wait then dismissive appointment experience

I had to wait a week for an appointment. When I finally attended, I was experiencing significant discomfort. The clinician I saw displayed a manner that I found dismissive and patronising. Their approach felt lacking in compassion and understanding of my situation.

Quick response despite busy afternoon

My child recently had a sinus issue, and even though it was later in the day, I received a call and medication was arranged electronically at the pharmacy. My previous visits to this practice have been variable, though they generally make an effort to assist. The main challenge is that they seem consistently stretched with demand.

Long waits and unhelpful phone responses

The practice rarely has available appointments, and wait times are considerably lengthy. Phone responses lack accuracy, and it appears that many staff members are in training and unable to provide adequate answers to inquiries.

Persistent appointment delays and poor communication

I have had a very poor experience with this surgery. I have encountered ongoing difficulties and frustrations throughout my time as a patient. I feel that communication has been problematic, appointment availability is limited, and there have been issues with medication management. The level of care and attention I have received has been disappointing. I would not recommend this surgery to others based on my experience.

Clean waiting room with bright colours

The new surgery at Greensand was clean and nicely decorated throughout. The bright colours in the waiting area were particularly pleasant. The staff members were courteous and supportive during my appointment. However, like any establishment, there is always scope for further improvement.

Promised appointment link never arrived

A practice operating under a private contract where booking an appointment with a doctor proves difficult. They mention sending a link that fails to arrive. There is discussion about system changes and someone will apparently determine whether a doctor visit is necessary. This experience felt disappointing and frustrating, with concerns about the practice's current operational approach and management. Very dissatisfied with the service received.

Phone queues remain frustratingly long here

The relocation to new premises has not improved the fundamental issues with this practice. Contacting the surgery by telephone remains challenging, with extended waiting times being a consistent problem. There appear to be gaps in GP availability, and administrative errors involving prescriptions occur regularly. Communication between departments seems inadequate. The organisational structure has become more complex, which feels counterproductive to resolving concerns and ensuring transparency. The practice appears to prioritise expansion as a business over patient-centred care. It seems unlikely that feedback will prompt meaningful change, as the focus remains on growth rather than service quality. Interactions with the practice tend to be stressful and frustrating rather than reassuring. The only positive aspect of the experience is the convenient parking arrangements, which accounts for the minimal rating given.

Same day callbacks made all the difference

I am very grateful to all the staff at the practice. Every time I have needed assistance, I have received a call on the same day and have been exceptionally well cared for. The clinician I saw has been very efficient and I cannot thank them enough. Overall, my entire family has received excellent and professional care. Thank you for being available when we needed support.

Efficient same-day appointments at the new practice

The medical team here is very efficient. I'm always able to receive assistance on the same day when needed, and the newly constructed facility is excellent.

Phone lines constantly ignored and unresponsive

This has been the most disappointing GP practice I have attended. The surgery is difficult to reach by phone and does not respond promptly to email requests for repeat medications. There have been concerns about the appropriateness of prescribed treatments and feeling unheard during consultations. Following a lengthy delay of several weeks, a response eventually arrived indicating that a prescription had been dispatched some time previously, though this did not address the earlier communication that had gone unanswered.

Appointment system makes it difficult with children

The appointment system in place appears quite challenging to navigate, particularly for those with childcare responsibilities or work commitments. I arranged a visit to the acute clinic at a specified time, but upon arrival found the facility very busy. I was asked to remain in the car with my young child rather than leave the premises, in case I was called forward, yet still experienced a considerable wait before being checked in. The wait continued even after this initial check-in, making the experience quite stressful when managing a small child. Securing appointments has proven difficult on multiple occasions, and there have been instances where I've attended only to be told my appointment wasn't recorded in their system, resulting in not being seen. The current system appears to create difficulties not only for patients but also for the staff managing it. A simpler booking process, such as being able to telephone and arrange an appointment directly, would be preferable. The staff themselves are pleasant and clearly dealing with significant workload pressures.

Inconsistent care with no continuity of support

I have found it difficult to establish continuity of care at this practice. Despite being a patient for over a year, I have not been able to identify a consistent healthcare provider, as I receive different information each time I enquire about who my GP is.

Couldn't get through on the phone

The service provided was extremely disappointing. I attempted to contact the practice on several occasions but received no response or return calls. The reception staff were unhelpful and discourteous when I did manage to speak with someone. I submitted an urgent request via email as advised, yet heard nothing back within two days. This situation has had a negative impact on my wellbeing.

Repeated errors left me frustrated

The service fell short of expectations on multiple occasions. The experience was deeply disappointing.

Appointments kept getting rearranged without warning

I preferred when booking an appointment was straightforward and hassle-free. Nowadays, after booking, I receive a text notification that the appointment needs to be rescheduled. Then another message arrives indicating it needs to be rearranged once more. Then yet another notification comes through saying it's been moved again! This happened multiple times, which felt frustrating. Additionally, when I call the practice, I'm greeted with a lengthy automated message system and find myself waiting on hold for considerable periods. It feels like this process should be more efficient in the current day and age.

Felt dismissed and not properly listened to

Not very helpful The approach seemed to involve assumptions rather than thorough assessment