Havelock Grange Practice

Front desk staff were consistently polite and attentive

I understand that the NHS is facing challenging circumstances at present. However, I must acknowledge that the practice nurses and front line staff have consistently demonstrated politeness and attentiveness in their interactions with me. I have several ongoing health concerns, which have been managed effectively by the clinical team at the practice. I would like to extend particular gratitude to the healthcare professionals who have shown genuine care, provided helpful support, and offered valuable guidance throughout my treatment.

Reception team went above and beyond

The practice is performing well given the current circumstances. The clinical staff are approachable and supportive. The reception team are excellent and consistently exceed expectations, providing outstanding service. I'm very satisfied with the care provided here and wouldn't consider going elsewhere.

Couldn't get an appointment when needed

One star feels overly generous. This practice is dreadful, assuming you manage to secure an appointment in the first place.

Impossible to reach by phone repeatedly

Terrible service experience. I've attempted to contact the practice by phone multiple times without success. On one occasion, I waited over 45 minutes and progressed from 7th to 3rd in the queue before the call was disconnected. The on-hold music is extremely irritating. I tried again later when I was first in the queue, but still received no answer. It's incredibly frustrating trying to reach the practice.

Long phone queues make appointments difficult

I had a frustrating experience trying to arrange an appointment for my elderly mother who needed medical attention. I waited on hold for an extended period while being informed repeatedly that my call was important and that I was first in the queue. Eventually, I was unable to continue waiting and had to disconnect the call. It seemed inconsistent to be told I was first in the queue while experiencing such a lengthy wait time, and this suggests there may be insufficient staffing to manage call volumes effectively. This has not been an isolated incident, as I have experienced prolonged hold times on multiple occasions. I have concerns about how the practice manages its resources and staffing levels to meet demand. I attempted to call again on a separate occasion and experienced another extended hold time of over twenty minutes, during which I remained first in the queue for a significant portion of that wait. This repeated pattern has been very disappointing.

Impossible to reach by phone

It is extremely difficult to reach this practice by telephone. The lines are consistently busy, making it nearly impossible to get through when needing medical assistance. This creates a frustrating situation when trying to access care.

NHS app made booking straightforward

I have no issues to raise, as the NHS application streamlined the process of arranging my medical appointment.

Phone queue stuck for an hour straight

"Your call is 7th in the queue".... 1 hour later.. "Your call is 7th in the queue". From 12:30pm to 1:30pm I remained in the same position in the queue without any progress. The practice would benefit from additional reception staff to manage call volumes more effectively. It seems challenging for those with standard working hours to secure appointments at this location.

Impossible to reach through endless phone queues

I made numerous attempts to reach the practice by phone only to be informed that I would need to try again the following day as no appointments were available. Missing just a couple of calls meant having to restart the entire booking process from scratch. I am unable to comment on the clinical staff as I have not been able to access their services. The management does not appear to take accountability for the situation. The telephone system operates like a basic call centre rather than a medical practice.

Difficult to reach by phone

The clinical staff are excellent. The main difficulty is that it is extremely challenging to reach them for a conversation on most occasions.

Impossible to book appointments at this surgery

The appointment availability at this practice is quite limited, and securing a consultation can feel unpredictable. The reception staff could be more understanding and compassionate in their approach. Overall, the experience at this surgery has been disappointing.

Can't get through on the phone lines

Unable to reach the practice. The phone lines are ineffective at connecting callers. Very disappointing experience.

Reception staff dismissive of patient concerns

This medical practice has fallen significantly short of expectations. I feel they have let down their most vulnerable patients. I am deeply disappointed by the approach taken toward patient care. There was insufficient concern demonstrated, inadequate assistance provided, and a lack of empathy and support. I felt that relevant medical background and previous treatment history were not properly considered. I intend to pursue this matter further. A formal complaint will be submitted through the appropriate channels, and I am prepared to escalate this to higher authorities if necessary. This experience has been very unsatisfactory.

Staff listened and actually helped quickly

I relocated to this practice from my previous surgery. The care I received here in a short appointment exceeded what I experienced over several years at my former practice. The team members are courteous and friendly, going out of their way to assist. An excellent practice overall.

Phone lines constantly engaged and hard to reach

I was first in the queue but had to wait an exceptionally long time on the phone. I had arranged a consultation the previous day through another service for the same day, yet I never received a call back. This mirrors my ongoing experience over recent years where attempting to book appointments has been consistently problematic, with the phone line either perpetually busy or simply unanswered. Due to these persistent difficulties, I have decided to transfer to a different practice at the earliest opportunity as the situation has become unacceptable. I am very dissatisfied with this experience.

Impossible to reach by phone

It is consistently difficult to reach the practice by telephone, as the lines appear to be unavailable for extended periods, suggesting the phone may not always be properly attended.

Reception could show more compassion sometimes

The majority of the clinical team are excellent - Most of the reception team are excellent - If you're unable to secure an in-person appointment, you can usually arrange a telephone consultation and if the clinician determines that a face-to-face visit is necessary, they will arrange this promptly - Like any organisation, there are occasionally individuals whose approach can be frustrating, particularly when you're unwell. This can leave you feeling distressed and vulnerable. A bit more empathy, understanding and attentiveness from certain reception staff members would be beneficial - Overall though, I'm satisfied with the service and wouldn't consider going elsewhere.

Staff actually listened and helped me

This practice is the only medical facility that has genuinely attempted to address my health concerns. The team members have taken time to hear what I have to say and demonstrate a proactive approach in assisting me. I would strongly encourage others to consider this clinic.

Phone booking system makes appointments impossible

Unable to reach the practice by telephone, and when contact is made, there are no available slots. Attempted to book through the online system without success, as no appointments were showing for the following month. The only realistic option for securing an appointment appears to be the early morning phone line at 8.30, which involves competing with many others for access. This appointment booking system feels inadequate. That said, the clinical staff themselves are excellent; the frustration stems from the difficulty in actually being able to access their services.

Impossible to reach by phone

Attempted to contact the practice multiple times without success. The difficulty in reaching the surgery is extremely concerning and suggests significant accessibility issues with their phone system.