Hart Medical Practice

Staff treated me with respect and care

The appointment booking process can be challenging, though this appears to be a common issue across general practices. I have consistently experienced courteous treatment from all members of the team. Approaching interactions with courtesy has always resulted in the same level of professionalism in return. This practice has made a meaningful difference to my healthcare experience.

Straightforward booking and friendly staff throughout

The practice consistently provides good availability for appointments, and the staff members including receptionists are helpful and professional. 😄

Reception staff were dismissive about my concerns

My experience at this practice has been disappointing overall. The reception team and management have come across as unhelpful and unwelcoming on multiple occasions. The telephone booking system is difficult to navigate and makes securing appointments challenging. I was invited in for a procedure following a cancellation, having waited some time for this appointment. However, upon arrival, it became apparent that I was not suitable for the procedure due to medication I was taking. Concerningly, the clinical team seemed unaware of this medication despite having prescribed it themselves, and there appeared to be confusion about my medical history. This suggests potential gaps in record management. When raising concerns, the reception staff and management's response was to suggest I look elsewhere rather than address the issues. The only positive aspect of my care is my relationship with one particular clinician, which is why I continue to attend the practice.

Struggling to book appointments through busy phone lines

I have been a patient at this practice for many years, and the team members are genuinely friendly and welcoming. That said, the appointment booking system is quite problematic. The telephone lines become extremely congested during opening hours, making it nearly impossible to get through at peak times. Even when you do connect, you typically find yourself waiting in a queue of over thirty callers until well after the initial opening period. This creates considerable stress, particularly when booking appointments for vulnerable family members or when you have work commitments and cannot afford to spend nearly an hour on hold, only to discover that no slots are available. While I recognise that many practices operate on a same-day telephone booking basis, the lack of alternative options such as face-to-face or pre-bookable online appointments places unnecessary strain on the phone system. This situation really warrants improvement.

Nurse helped arrange back-to-back appointments for me

Had an appointment in the morning to have blood work completed. I also had a separate appointment scheduled for the afternoon with another member of staff. When I mentioned this to the healthcare professional taking my blood sample, they took the initiative to arrange for the other appointment to be brought forward. They asked me to wait a short while and explained that the other staff member would see me then, so I wouldn't need to make another trip back later. I was delighted by this thoughtful coordination. Thank you very much for the extra effort and consideration shown. It was genuinely appreciated 👏.

Reception staff unhelpful and unwilling to assist

I don't typically leave negative feedback, but I felt obligated to share my experience on this occasion. Based on my interactions with this practice, I found it to be significantly below the standard I would expect. I would advise others to consider alternative options. The practice appears to operate under policies that I found problematic, and there seemed to be a lack of commitment to meeting patient needs, which I believe falls short of professional expectations. I would recommend looking elsewhere for your care.

Impossible to get an appointment here

Honestly, it's frustrating. I wish I had access to alternative healthcare options. It's difficult to secure appointments, and when you do manage to get seen, you're often told everything is fine even though you wouldn't have sought help if you didn't feel there was a genuine concern.

Long waits and impossible appointment slots

It is extremely difficult to secure an appointment without arriving very early and waiting outside in cold weather. When I was seen, I was advised to return in two weeks, but it has now been four weeks and I have been unable to book a follow-up appointment with the same clinician. Recently, when attempting to arrange a blood test, I was informed of an 11-day waiting period, which I found frustrating. After more than two decades as a patient, I am considering registering with a different practice.

Receptionists unhelpful but doctors themselves are fine

The reception team consistently provides an unhelpful and unwelcoming experience, whereas the clinical staff are competent. However, I have found the receptionists to be particularly difficult on every occasion I have contacted the practice. When I called to raise concerns following ongoing issues, the reception staff appeared dismissive and allocated appointments without regard for continuity of care, meaning I was not always seen by the same clinician. Upon escalating my concerns to the practice management, I felt they were unsupportive and defensive about the conduct of their team. When I explained the persistent difficulties I had experienced, the response was dismissive rather than constructive, with no attempt to resolve matters or offer assistance. This overall approach has been disappointing.

Receptionists blocked appointment access repeatedly

My young child required hospital admission for a serious respiratory infection following repeated difficulties in securing an appointment at this practice. Each time I attempted to book an appointment, I felt my concerns were not taken seriously by reception staff. I found one of the clinicians to be excellent and would recommend requesting to see them if possible. However, I had a less positive experience with another clinician who I felt was dismissive during my consultation. When I attended following a referral from nursing staff who had raised concerns, I felt my health worries were not adequately addressed. I was disappointed by what I perceived as a lack of professionalism during this appointment. It appears the practice has experienced staff turnover, which may reflect broader issues within the organisation.

Staff were helpful and easy to deal with

The entire team has been excellent, and I have not experienced any issues at this practice.

Reception staff talked over patients during calls

I found the reception staff to be quite unhelpful and dismissive during my interactions. They were difficult to communicate with, often interrupting and not allowing me to fully explain my concerns before ending calls. I was subsequently removed from the patient list, as were my children and partner, despite my children having done nothing to warrant this action and not being present during the incident that prompted it. The situation arose following a disagreement about the reception staff's manner on the phone. When I attempted to discuss this with the practice management, they were unavailable, and the staff member involved declined to engage in conversation about what had occurred. The appointment system is also frustrating, as slots appear to fill almost immediately after the surgery opens, making it nearly impossible to secure a booking. Overall, my experience with this practice has been very negative.

Waited months just to request a blood test

I have found this practice to be deeply unsatisfactory and have decided it is time to move on. A family health condition runs through my relatives, meaning I and my siblings require screening. My siblings have since begun treatment, yet I remain waiting for an appointment simply to discuss the possibility of a blood test with a clinician. I am very disappointed with the service and believe significant improvements are needed.

Easy to book appointments when you need them

Hello, I've never had difficulty securing an appointment, and while there are occasionally frustrating moments, it's manageable. The clinical team and staff have provided our family with excellent care and demonstrated genuine understanding throughout our visits.

Couldn't book appointment, lost my medications

The practice discontinued my medication until I could arrange an appointment, which proved extremely difficult to secure. The telephone support was unhelpful, and I was advised to attend the surgery early in the morning, which was not feasible given my work commitments. As a result, I am currently unable to access my pain management medication or mental health treatment.

Had to ring the surgery while sitting there

During a recent visit to the surgery, I had a question regarding a medication matter. When I approached the reception desk to speak with the receptionist about this, I was informed that I would need to contact the surgery by telephone instead. I proceeded to make the call while still sitting in the waiting area, which I found quite surprising.

Long wait times and hard to reach

This practice has been disappointing, and the callback times are frustratingly long, often taking around two weeks to hear back.

Staff really do go the extra mile

This practice merits the highest rating as the entire team consistently goes above and beyond. I have been a patient here for many years and have had no issues to report.

Rude reception staff made me switch practices

The reception staff came across as unfriendly and abrupt. I have decided to register with a different practice in the hope of finding a more welcoming atmosphere.

Easy to get appointments when needed

From my own experience at this practice, I have nothing to complain about. I have not encountered any impolite staff members and have consistently been able to obtain an appointment with a GP when required. The telephone system at opening times can be somewhat irritating, though I recognise this appears to be a common issue across medical practices generally.