Haigh Hall Medical Practice

Online booking system sends patients far away

I previously wrote a positive review five years ago, but I feel compelled to revise it following the recent organisational changes. I want to emphasise that this reassessment is entirely unrelated to the clinical staff and the majority of reception personnel, whom I would rate highly. My concern stems from the appointment system, which frequently directs me to distant locations when seeking care for my young child this week. When I attempt to book locally, I find myself waiting in a telephone queue with many others facing the same issue, only to be offered an appointment a week later at our own surgery. This situation has left me feeling I must update my review and contact my elected representative. I must stress that the dedicated staff members are not responsible for these systemic issues. I am puzzled by the critical feedback posted here, as my family and I have had a very positive experience with this practice. It has a welcoming atmosphere reminiscent of traditional family medicine. The reception team are organised and professional, and I have consistently found them courteous and supportive. The clinicians I have consulted—several since registering—have demonstrated genuine compassion and competence. The consultation environment is calm and peaceful, which is a benefit of a smaller facility. The clinicians make me feel valued and never dismiss my concerns, which is particularly reassuring as a first-time parent with health anxieties. Compared to other practices we have used, we find it straightforward to make telephone contact and schedule appointments. I particularly appreciate the morning callback system and the option to submit messages for non-urgent matters. I would gladly recommend this practice and genuinely cannot fathom the negative comments. The team is clearly working hard during a demanding period for healthcare. Thank you for the excellent care you provide to my family.

Appointment access became difficult after the merger

This practice was previously excellent and accommodated patients' circumstances well. Following the merger and change in management, the service has become considerably more difficult to navigate and appears less patient-centred. Securing a GP appointment has become extremely challenging, and when one is obtained, the practice often contacts patients to confirm there is only a single slot available that day, with little flexibility regarding work or other commitments. Missing this appointment means being turned away without seeing a clinician. The practice previously had an established team of practitioners who provided continuity of care, but this is no longer the case, and patients cannot predict who they will see. Appointments can only be booked through the online system, which may present barriers for older patients who are less comfortable with digital platforms. The significant decline in service quality is concerning and has undermined confidence in whether the practice can adequately support the health needs of patients and their families.

Online forms go unanswered at this surgery

This practice requires significant improvement. On each occasion I have attempted to access GP services, I have felt dismissed. Online form submissions do not receive responses, and obtaining an appointment appears extremely difficult. The appointment availability seems particularly poor. I am currently dealing with a throat infection and feel the practice has been unwilling to provide an assessment or treatment options. I would rate this experience very negatively if the system permitted a lower rating. I am very dissatisfied with the standard of care provided.

Repeated cancellations left me feeling let down

This practice has deteriorated significantly. Multiple appointments have been cancelled, and on two occasions I was not informed beforehand and made an unnecessary trip only to discover the cancellation. Having managed a chronic health condition for a couple of years, I feel disappointed by the service and believe the practice has fallen short of professional standards.

Reception staff were dismissive and unhelpful

The reception staff at this centre displayed unprofessional behaviour and were discourteous, with no greeting upon arrival. The clinical consultation was also disappointing, as I felt rushed and that my concerns were not being taken seriously during the appointment.

Getting appointments for children is now easier

The practice has shown recent improvements, particularly regarding the ease of securing appointment slots for our child.

Felt properly listened to and given time

This practice has an exceptional clinician who stands out from others. Unlike some doctors who hurry through appointments, this healthcare professional takes time to listen and allows patients to fully explain their concerns. Many other practitioners could benefit from adopting this same approach to patient care. Thank you for providing such attentive service.

Impossible to get through to see a doctor

I have decided not to return to this practice. The fundamental purpose of a general practice is to provide medical assistance, yet the systems in place have created significant barriers to accessing appointments with a clinician. It is understandable why healthcare services face such challenges. The stringent appointment procedures make it nearly impossible to see a doctor, which appears to redirect patients toward emergency services instead. Based on my experience, I would recommend seeking care elsewhere, as obtaining a consultation here proved extremely difficult. The process felt unhelpful and unproductive. I am genuinely disappointed by how the service has evolved.

Couldn't get through on the phone

Absolutely ridiculous! Attempting to book an appointment by phone is not permitted! The suggestion is to visit the pharmacy first, and only if they cannot assist will an appointment potentially be considered. The service has deteriorated significantly. The clinical staff members themselves are not the issue; rather, it is the appointment system and the way the NHS currently manages scheduling that is deeply frustrating!

Booking system makes appointments nearly impossible

The appointment booking system appears to be poorly designed and frustrating to use. It seems as though the process may be discouraging people from attempting to schedule appointments altogether. When appointments are not available within the standard two-week window, patients are directed to a booking link that frequently shows no available slots either. The clinical staff themselves have been courteous and supportive during consultations, which is appreciated. However, the booking system itself is a significant concern. Telephone booking is also problematic, with lengthy wait times and calls often going unanswered. There was a particular instance involving a sensitive health matter where the only available appointment option was with a specific clinician at a single time slot across the following two weeks. This limited choice in such circumstances can be challenging for patients seeking care.

Morning spent trying to reach a human

I spent a considerable amount of time that morning attempting to reach someone at the practice. After submitting an online form describing my symptoms, I was directed to attend an emergency department or visit a local pharmacy for a consultation and potential referral. The pharmacy staff were very supportive and attempted to arrange a same-day appointment with the practice, as mentioned in the guidance I received. However, this was not possible. The receptionist was only able to pass information about my case to the clinician and reiterate the suggestion to attend the emergency department. I am concerned about whether this approach truly prioritises patient welfare. I question why referrals to the emergency department are made so readily, given that these services are already stretched and represent a more costly option for the NHS.

Long phone queue wait for prescription refill

I called at 8:00 a.m. as instructed, only to be informed I was fifth in the queue. Fifth! A position so elevated I might as well be royalty among patients seeking routine care: still part of the system, but perpetually overlooked. An hour has now elapsed. My condition has deteriorated while my patience has evaporated. I've watched the queue position remain stubbornly static—5 → 5 → 5 → 5 → "Please continue to hold" → 5 again, as though the system is deliberately mocking me. I'm beginning to wonder if the four callers ahead of me have simply given up, yet nobody has thought to clear them from the queue because that would require administrative action. I need only two straightforward things. - A repeat prescription for my essential medication that is, quite literally, necessary for my wellbeing. - A routine health review that I believe is a standard requirement for my ongoing care. Yet apparently both requests are considered less pressing than whatever the first caller is currently discussing in elaborate detail. Meanwhile, my condition continues to deteriorate. Please, just answer the phone so we can resolve this situation. At this point, I would genuinely prefer not to pursue this any further, as the stress of waiting has become more unbearable than the original reason for my call.

Booking system failures left me unable to access appointments

Attempted to schedule an appointment through the online booking system, which proved problematic. The system failed to recognise my residential postcode despite having lived at the same address for many years. Upon reaching the booking stage, I was informed that no appointments were available to reserve. I contacted the practice by telephone and found myself third in the queue, feeling somewhat hopeful. However, after half an hour I remained second in the queue. Following another 25 minutes, I finally spoke with someone. I requested a face-to-face consultation, only to be told that this option was no longer available and that appointments could not be booked at that time. When I questioned how working individuals are supposed to secure appointments, I was advised to use the online system between 7am and 7pm. Given that it was already 5:50pm, I pointed out that the system was indicating no appointments could be booked. The response was that I would need to try again on Monday. The practice previously allowed patients to attend before 8am on any morning and be seen the same day. The current situation feels unsatisfactory when even booking an appointment has become so difficult. This likely contributes to pressures on emergency services, as patients struggle to access routine GP care. I question whether adequate consideration is being given to patient accessibility. The suggestion to simply attempt booking online on Monday was offered without any inquiry into the reason for my appointment request.

Long phone queue made cancelling frustrating

Called to cancel an appointment and was placed first in the queue, yet waited over an hour before deciding to hang up. Based on this experience, I don't plan to attempt cancellations through this method again. I can only wonder what the wait time would have been for those further back in the queue.

Appointment system makes it hard to get seen

This practice provided excellent care until the recent change in management. Since then, the appointment system has become increasingly restrictive. When requesting to see a clinician, patients complete an online form that provides limited options—either a telephone consultation or a single available appointment slot. Those unable to attend the offered time must repeat the entire process repeatedly until finding a suitable time. This approach creates significant barriers for individuals with work or other responsibilities, potentially delaying necessary medical attention with serious consequences. The system would benefit from offering alternative appointment times when the initial suggestion is unsuitable, rather than requiring patients to restart the booking process daily. The shift in how appointments are managed has been disappointing and frustrating.

Reception redirected me to the online portal

I recently reached out to the practice seeking support regarding a family member's prescription matter. Unfortunately, the interaction proved to be disappointing and did not provide the assistance I was hoping for. After communicating my concern to the reception team, I was advised that they were unable to help and suggested I access the self-service online system instead. While I recognise the value of streamlined administrative processes, I believe it would be advantageous to develop a more responsive approach for patients dealing with time-sensitive issues. I invested considerable time in my phone call, yet came away feeling unheard and let down. I would appreciate it if you would reflect on this feedback and explore ways to enhance the level of support offered to patients.

Online questionnaire system lacks patient consideration

Has anyone tried the new online consultation system? You need to fill out an extensive questionnaire through a provided link. After that, the system uses an algorithm to determine whether your case requires urgent attention or not. It's questionable how many unwell individuals would have the energy to work through such a lengthy form. Additionally, the questionnaire appears to lack options for various health concerns that patients might want to seek appointments for. The overall experience feels neither inclusive nor particularly considerate of patient needs.

Appointment system makes access really difficult

The practice has declined significantly in quality. The booking system is now problematic and difficult to navigate, and the team members are unhelpful. I would recommend considering alternatives if feasible.

Struggling to navigate the online system

The practice appears to be moving towards digital-only services, which I find challenging to navigate. I struggle to process information presented in this format.

Reception staff were attentive and helpful

The medical team and front desk personnel are wonderful. They demonstrate genuine attentiveness when listening to patients and consistently offer suitable guidance and support.