Havelock Grange Practice

Repeated calls got no clear answers or action

I have experienced significant difficulties with the care I have received at this medical practice. I possess written confirmation from both a specialist and a healthcare provider indicating that I require a particular prescribed medication. Despite submitting multiple written requests to the practice, no action has been taken. Over the course of nearly two weeks I have repeatedly attempted to contact the practice — sometimes multiple times daily — in an effort to resolve this matter. Each time I make contact, I receive unclear responses, am transferred between different staff members, and find that nobody appears to have information about my case. This represents a serious concern — this is an agreed treatment that has previously been beneficial for my health. The inadequate communication, lack of coordination, and absence of prioritisation are deeply troubling. I should not be required to pursue my own treatment in this manner, particularly when it has already been endorsed by medical professionals. The entire situation has been disappointing, distressing, and could have been prevented. A very unsatisfactory experience overall.

Receptionists were dismissive and unhelpful

The experience at this practice was disappointing. Both the reception staff and some of the nursing team came across as unwelcoming and unhelpful.

Staff were helpful when I finally got through

Have consistently received excellent service throughout my visits. Waiting times can occasionally be longer, though this is understandable given the high volume of patients. The team has always been approachable and accommodating. I'm grateful for the assistance I've received.

Reception blocked access to urgent medical care

I have had a deeply negative experience at this practice. Two years ago, I felt my health concerns were not adequately addressed, and I subsequently developed a serious infection that required emergency intervention. I believe the practice's handling of my case was inadequate, and I have concerns about how my subsequent complaints were managed. I felt that my ongoing health issues were not properly acknowledged in relation to the earlier incident. I would have significant reservations about recommending this practice and have concerns about the standard of care and communication provided.

Reception staff were dismissive and unhelpful

The reception staff came across as dismissive, and the clinical team did not seem to engage with my concerns, which negatively impacted my wellbeing. There appeared to be a lack of support or consideration for patients with mobility difficulties. I would not recommend this practice to anyone. I was abruptly stopped from taking my regular medication without proper guidance, which felt unsafe. The pharmacy team appeared to act independently and refused to dispense medication that had been recommended, contrary to clinical advice. I am uncertain whether this sudden change will ultimately help or harm my situation.

Reception staff showed genuine kindness and support

I cannot adequately express my appreciation and gratitude to the numerous clinical and administrative staff members I have had the opportunity to interact with throughout this past year. To each and every one of you, thank you for your compassion, assistance and genuine understanding.

Receptionists who actually take time to listen

I have found this practice to be very professional and consistent with their support over the years, especially when managing my complex medical needs. I will say that the senior partner is an amazing clinician and I have been very fortunate to have had them involved in my care. The reception team go out of their way to help or resolve any difficulties you may be experiencing. They are very polite and will take the time to listen, though I'm very sure they are extremely busy. I can honestly say I'm very fortunate to access the services at this practice.

Impossible to get an appointment here

I have been waiting for an appointment for ten weeks without success. It appears there may not be a GP available at this practice, as I have not managed to see one. The practice seems to make it very difficult to obtain in-person consultations.

Receptionists keep fobbing me off on appointments

I have been experiencing delays in receiving a scheduled pain management procedure. When I first made the appointment in July, I was given an estimated timeframe of one to two weeks. However, several months have now passed and the procedure has still not been arranged. I have found it difficult to obtain clear information from the reception team regarding the status of my appointment or when I might expect it to be scheduled.

Struggling to book an appointment here

It has been difficult to secure an appointment at this practice.

Struggling to get through on the phone line

I have been registered with this practice for many years and have generally tried to remain patient with them, but my experience has deteriorated significantly in recent months. Following a surgical procedure, I have felt that my concerns have not been properly heard or addressed. Attempting to book appointments has proven difficult, with the standard advice to call at a specific time often resulting in all available slots being taken by the time I manage to get through. After submitting a complaint, I received correspondence but felt there was insufficient follow-up communication regarding my concerns. Subsequently, I received notification about changing my GP registration, which I found frustrating given that I had not initiated this action. Overall, I have been disappointed by what I perceive as a lack of focus on patient care at the practice. However, I had already been considering making a change if the situation did not improve, so this development aligns with my own intentions.

Practice phones impossible to get through

Communication channels appear unavailable or difficult to access. There seems to be no clear mechanism for raising concerns. Responsibility for service issues is unclear. The overall experience was deeply unsatisfactory.

Long phone waits and hard to book appointments

The experience of waiting on hold for extended periods was frustrating, and securing an appointment proved to be consistently difficult.

Felt like money mattered more than care

The healthcare provider appeared more focused on financial matters than on delivering genuine patient care and support.

Reception sorted my prescription problem quickly

This afternoon I spoke to the receptionist regarding my prescription who was extremely helpful and sorted my problem quickly with professionalism. They were friendly and genuine, and cared about my call, even going as far as asking how I'm doing on the new medication. Unfortunately a previous interaction with another member of reception staff was not this helpful and they would not send my prescription to the pharmacy despite explaining that I only had a limited supply remaining. I would appreciate if all staff could provide this same level of service.

Long phone queues and unavailable appointments

Disappointing experience. Extended waiting times on the phone each day with difficulty securing appointments. The service feels understaffed. In comparison to another practice I previously had experience with, the phone lines seem less adequately managed. Despite being informed of a position in the queue, significant hold times persist. It appears that staff may take breaks simultaneously, leaving insufficient coverage. Adequate phone line staffing should ensure that patients are not left waiting extended periods even when multiple staff members are supposedly available. The practice would benefit from reviewing its staffing levels and call handling procedures.

Couldn't get appointment around work schedule

Attempted to book an appointment regarding my medication and was informed that someone might be available during the week. I found it difficult to communicate my work commitments, and based on feedback from others, it seems that those without employment or who are elderly may face additional challenges accessing appointments. The whole process felt rather frustrating.

Can't get appointments or promised links

Extremely frustrating experience. It is consistently difficult to secure an appointment, and even when one is eventually obtained, promised follow-up actions are frequently not completed as expected.

Phone queues need serious improvement

Some members of the team are excellent while others could be improved. Regarding telephone contact, I have experienced lengthy wait times when attempting to reach the practice, with periods of being engaged followed by significant queue positions. This aspect of the service would benefit from attention.

Early appointment lost to queue confusion

Required an urgent appointment for a routine vaccination and had to wait several weeks before one became available. Arrived well ahead of the scheduled time and was among the first to register, yet several patients who came after me were seen before I was called. After waiting considerably past the appointment time, I had to leave as I was running late for work commitments. The experience felt like a wasted morning.