Haigh Hall Medical Practice

Patient Experience Summary

Patient feedback reflects a significant divide in experience, with clinical staff consistently praised for their professionalism, compassion, and attentive care across the review period. However, substantial concerns centre on appointment access and booking systems. Telephone waiting times are frequently reported as lengthy and often unanswered, with patients describing extended holds and difficulty reaching reception. The appointment booking experience has become increasingly restrictive, with limited availability, single time slot options, and online systems that patients report as poorly designed and difficult to navigate. These access barriers appear particularly acute since organisational changes, with multiple patients noting service decline coinciding with a merger.

Reception experience presents mixed feedback. While some patients report courteous and helpful staff, others describe dismissive or unhelpful interactions, particularly during telephone contact. Communication responsiveness is a recurring concern, with patients reporting unanswered calls, unresponded online forms, and inadequate notification of appointment cancellations. Several patients highlight accessibility challenges, including inadequate wheelchair access and barriers for those without digital technology or comfort with online systems.

Clinical care quality remains generally positive when appointments are secured, though some patients express concerns about medication management and the involvement of non-clinical staff in consultations. The practice environment and continuity of care have been affected by recent changes, with patients noting loss of established practitioner relationships and reduced service options such as on-site nursing and walk-in clinics.