Hallgarth Surgery

Impossible to reach by phone anymore

It is more likely to win a major lottery than to successfully reach someone by telephone at this practice. The service has become quite poor.

Impossible to get appointments or prescriptions

If I could have given zero stars I would have. The practice appears to be staffed primarily by locum doctors who seem unwilling to see patients. Management appears inadequate and obtaining an appointment through any method proves extremely difficult. I found the clinical staff to be verbally abusive. Additionally, any requests such as documentation or medication orders resulted in lengthy waiting periods of around a week.

Long phone wait made booking difficult

Absolutely disgraceful. I attempted to book an appointment for my daughter by telephone but was left waiting on hold for approximately 50 minutes. I then drove to the surgery in person, only to be informed that my call had not been answered because the staff believed I was enquiring about a vaccination. This was extremely disappointing.

Staff were friendly and genuinely knowledgeable

Absolutely wonderful practice. The way the entire team has managed through such challenging circumstances is truly impressive. Every member of staff demonstrates friendliness, expertise and efficiency. Yes, there are occasional waits when calling in, but this is something you find at most places. Thank you to all the team members at the practice.

Receptionist sorted appointment quickly and friendly

The service has shown improvement compared to my previous experience. The reception staff member was welcoming and managed to arrange an appointment for me promptly.

Friendly staff who always help out

The service provided has consistently been pleasant and welcoming. I have not experienced any problems during my visits.

Appointment booking is frustratingly difficult here

Getting appointments is challenging and the person you are scheduled to see is often not the one you end up with. When you do manage to attend, the waiting area tends to be quiet with limited availability shown, which is puzzling. They frequently direct people to 111 when appointment slots cannot be secured. If you have relevant information on your medical history that should be considered before an appointment or if you are contacted requesting a review, your preferences may not be respected. Even if you express that you do not wish to have a review, one may still be requested. The prescription phone line is infrequently answered these days. You must leave your details and medication requirements and hope they are processed accurately. Mistakes happen regularly, which represents unnecessary use of NHS resources. The pharmacy staff member involved in prescriptions appears overly hands-on, making alterations to prescriptions without informing patients or seeking consent, then insisting on an appointment to discuss these changes, only to redirect you to another staff member instead. This level of involvement seems excessive and warrants caution. Reception staff may engage in conversation before attending to you or ask about the reason for your visit. Some staff members also look over the shoulder of reception during appointment bookings, which compromises privacy. Additionally, some reception team members appear to struggle with phone operation, raising questions about hiring standards. If this is the level of capability demonstrated by those answering phones, it raises concerns about overall service quality. Consider exploring alternative practices, as it may be worth the effort to find somewhere that provides a better experience.

Writing a letter gets you faster responses

I would recommend sending a written letter if you wish to make contact. This appears to be the most efficient method for receiving a response.

Can't get through on the phone

Disappointing experience overall. It has been difficult to secure an appointment, and phone calls regarding prescription needs often go unanswered.

Receptionists won't book appointments for illness

It has been difficult to secure an appointment during times of illness, as the reception team tends to redirect patients to 111 instead. I would have preferred to continue with my previous practice, as I have found the service here to be unsatisfactory.

Reception staff dismissive while you waited standing

I have been disappointed with my experience at this surgery. Having been a patient for over 6 years, my husband has consistently been seen by a nurse practitioner rather than a doctor. When I have specifically requested to see a doctor, I have received the same arrangement, only to be told by the nurse practitioner that a doctor's appointment would be more appropriate for my concern. During a recent visit, I was left standing by the door with my walking stick while the receptionist completed a conversation. I overheard a comment suggesting the receptionist was unaware of how long I had been waiting. The practice recently appointed a new pharmacist who initially declined to authorize my regular medications for online ordering and subsequently removed several items from my list, including essential asthma inhalers. It took multiple phone calls over a couple of weeks to have these reinstated. I also contacted the surgery for advice regarding a work-related matter and was provided with options over the phone, with an offer to provide written documentation if necessary. However, the practice has since declined to provide this letter, despite my requests and willingness to pay. This has created a difficult situation regarding my employment. This is not an isolated incident, as the practice has previously refused similar requests, which has resulted in financial consequences for me. I would not recommend this surgery to others and am considering alternative healthcare providers. I do acknowledge that some staff members have been helpful and supportive.

Impossible to book appointments without advance planning

Absolutely shocking trying to secure appointments if you haven't got a pre-booked arrangement in place, you're stuck. Get directed to alternative services and then face an unhelpful response, which is disappointing.

Long wait for callback response

I have been waiting for nearly five days without receiving a response. Each time I contact the practice, I am told to expect a call back in the morning. I am quite disappointed with this experience.

Appointment booking system needs improvement

It's difficult to secure appointments at times when they're needed.

Couldn't get through on the phone line

I can only provide one star as that is the minimum rating available. The practice does not merit a higher rating.

Always makes time for patients

The practice has consistently demonstrated availability, and the clinical staff have been excellent throughout my visits.

Struggling to book an appointment online

It is difficult to arrange a consultation at this practice.

Long waits for appointments here

When I book an appointment, I often find myself waiting several days before I can be seen, as the practice frequently indicates that no slots are available on the day I request. This has been my most frustrating experience with a medical practice, as I have not encountered such lengthy waiting times with previous providers.

Reception staff unhelpful but some good clinicians

Everything mentioned in the initial review remains accurate. The only positive aspects of the practice are the two clinicians referenced in that previous feedback.

Impossible to book appointments with a working life

This place could serve as a cautionary tale for surgery management practices! - Getting an appointment is extremely difficult for anyone with work or other commitments - While some staff members are courteous, they are vastly outnumbered by those who are discourteous and, to put it plainly, frequently dishonest. Claims of attempted contact have never been backed up by any missed calls or voicemail messages - Operations move at an exceptionally slow pace, with progress that is barely noticeable - They discontinued their premium rate telephone service not long ago; it seems questionable to charge patients for calling their local surgery, especially given that calls typically involve lengthy waiting times - On both occasions when I attended with my children, I was told "this is normal, they are well" only to find that urgent hospital appointments became necessary afterwards I have since switched to a different surgery and can honestly say it was one of the best choices I have made, particularly given the importance of my children's wellbeing