Hackness Road Surgery

Patient Experience Summary

Patient feedback reflects a mixed experience across the practice. Positive feedback highlights the quality of nursing and reception staff, with patients noting courteous interactions, efficient blood sample collection, and prompt appointment access. Several patients reported satisfaction with in-person consultation availability and professional care delivery.

However, significant concerns emerge around reception and telephone interactions, where patients describe dismissive communication, hurried responses, and insufficient explanation of services. Administrative processes present challenges, including delayed access to medical records, missing prescriptions, and poor follow-up communication after consultations. Clinical discussions are sometimes perceived as limited, with patients reporting inadequate exploration of treatment options and insufficient arrangement of follow-up investigations.

Website accessibility issues have caused frustration for patients attempting to access online services. Continuity of care concerns are noted, particularly when patients are seen by different clinicians unfamiliar with their history. While some patients report recent improvements and express confidence in the practice, others describe a significant decline in service standards compared to previous experiences, with particular dissatisfaction regarding the responsiveness of administrative teams to patient concerns and the overall coordination of care pathways.