Hackness Road Surgery

Same-day appointment after a fall helped us forward

Following my elderly father's recent fall, several underlying concerns came to the surface. I contacted the practice on Monday morning and was able to see a clinician that same day, with blood work completed immediately. An additional test was arranged for the following day. While the situation has been unexpected and challenging for both of us, my father has received exceptionally compassionate and dignified care throughout. The guidance and information provided has been invaluable in helping us navigate what comes next. Both the administrative and clinical teams have been exemplary in their approach and professionalism. I am deeply grateful for the support shown. It truly feels as though we have a dedicated group of professionals working alongside us to support my father's wellbeing. My sincere thanks to everyone involved.

Reception staff dismissive when asking about hormone services

I contacted the surgery to inquire about their provision of shared care services for hormone-related healthcare. The receptionist responded in a hurried manner, using terminology and references to various services that were unfamiliar to me without offering any clarification. The tone of the conversation felt dismissive and unwelcoming, and the call ended abruptly. This interaction left me feeling more discouraged than before I had called.

Polite and efficient from start to finish

Extremely pleased with the practice overall. The team demonstrated courtesy, professionalism, and promptness throughout my visit.

Appointment went downhill with recent visit

I have found the last couple of years a big improvement until a recent visit where I was seen by a clinician. I was quite surprised by the quality of the consultation. I'm grateful that my condition was not serious and that I was able to work through the assessment myself.

Service has declined with constant locum changes

Previously provided dependable care, but the service has deteriorated significantly. Patients are frequently dismissed and given short shrift. The practice relies entirely on temporary medical staff rather than permanent appointments. When attempting to follow up on concerns after a consultation, administrative teams do not relay messages, necessitating another appointment with a different clinician unfamiliar with your history. Prescription processing appears to be the one area where efficiency is maintained. Despite experiencing prolonged health difficulties spanning several years, the practice demonstrated limited engagement or commitment to addressing my needs. Since transferring to another practice, the standard of care has been markedly superior.

Efficient and painless blood test experience

A straightforward blood test experience, much appreciated.

Quick blood test with no bruising

Blood sample collection - painless experience, consistently excellent quality of care, and with no visible marks or bruising appearing within the following day.

Friendly staff and proper face-to-face appointments

I relocated to this practice after experiencing a decline in the standard of care at my previous surgery. My expectations have been exceeded, as the team members are approachable and warm, the treatment I've received has been excellent, and in-person consultations have been readily available. I'm very pleased with my choice.

Friendly reception staff made the visit pleasant

Polite and competent

Doctor dismissed concerns with a shrug

I felt let down by the way my imaging results were discussed with me. The scan revealed some abnormalities, and I was advised to try physiotherapy, with exercises provided via email. However, I felt there was limited discussion about my options or next steps. When I asked for clarification about what to do next, I didn't feel I received a clear response, and no further investigations were arranged. I decided to pursue a private scan at my own expense, which revealed findings that I felt warranted earlier investigation. I'm disappointed that this wasn't suggested sooner, and I remain in pain without clear answers. On a positive note, the nursing and reception staff have been excellent and very helpful throughout my experience.

Seen promptly despite arriving early

I came in a few minutes before my scheduled time and was promptly attended to by a courteous and friendly member of the nursing staff.

Friendly reception made the visit pleasant

Outstanding care and support

Website crashes make booking appointments impossible

Could you please address the issues with your website? As a healthcare provider, it's an important tool and it frequently experiences problems. It causes my device to crash and makes it very difficult to complete tasks. The previous version of the website functioned better, and I'm uncertain why the changes were made, as it hasn't performed reliably since the update. The functionality appears inconsistent and unpredictable from day to day.

Felt disrespected and unwelcome at reception

I have never experienced such a lack of respect during my time living in this country. It is deeply disappointing to feel anxious about attending appointments due to the manner in which patients are treated.

Registration process lost my documents twice

I have never experienced anything quite like this. After relocating from Spain, there were significant delays in completing my registration following a misplaced application. I was in urgent need of medication and submitted my prescription, which subsequently went missing. When I resubmitted it, I was informed that additional documentation from my previous healthcare provider would be required. This necessitated contacting my former medical provider abroad to send the necessary paperwork directly to the clinic, and I was then asked to provide a translation of these documents. Despite these efforts, I remained without my prescribed medication. During my appointment, I found the consultation experience to be unusual and unsettling. After describing my symptoms, the clinician appeared unresponsive and maintained an extended silence that I found deeply uncomfortable. I felt compelled to question whether something was wrong and to express how their demeanor was affecting me. Overall, I found the entire experience to be poorly managed and feel the practice requires substantial improvements.

Website down made booking impossible

The practice website has been inaccessible for an extended period. This has been disappointing given the importance of online access to healthcare services.

Slow to respond to ear concerns

The practice's response to my spouse's ear issue was inadequate. The approach felt dismissive and lacked the support we were hoping for.

Unhelpful phone staff delayed medical results

After notifying the practice of my relocation outside their catchment area, I was informed there would be a delay of approximately a month before I could access my ongoing medical records. This information was communicated during a telephone consultation. The telephone reception staff were unhelpful and dismissive throughout the interaction. They showed little concern regarding my medical documentation or the anxiety this situation caused me. I would not suggest this practice to others. The standard of service appears to have declined significantly.

Receptionist overstepped by advising on antibiotics

I had a really disappointing experience at the reception desk. A member of the reception team made suggestions about my medication and informed me that a telephone consultation with the doctor wouldn't be available until the end of the week. I felt frustrated that administrative staff were making decisions about my treatment needs and whether I required to see a doctor. The interaction left me upset, and I found the manner in which I was spoken to to be quite dismissive.

Felt dismissed when seeking help for ear pain

I was experiencing considerable ear discomfort and was informed that nothing could be addressed, with a suggestion to seek private treatment. The guidance I received felt brief and lacked compassion. This was surprising given my long-standing relationship with the practice. I'm concerned about the possibility of an underlying issue and feel hesitant about contacting them again. While the team is typically friendly and helpful, on this occasion the interaction fell short of the standard I've come to expect.