Havelock Grange Practice
Average! (48 reviews)
Average! (48 reviews)
Patient feedback reveals a practice with significant challenges in appointment access and communication, alongside positive feedback about clinical care quality. The most consistent concern across reviews is difficulty reaching the practice by telephone, with patients reporting prolonged waiting times, busy lines, and limited availability of appointments. Many patients describe the booking system as frustrating, particularly the requirement to call at specific times to secure slots, which disadvantages those with standard working hours. Reception experience is mixed, with some patients praising courtesy and helpfulness whilst others report inconsistency and lack of compassion. Several patients have experienced extended waits on hold and difficulty obtaining clear information about appointment status or follow-up actions.
In contrast, clinical staff receive consistent praise for their expertise, responsiveness, and quality of care. Patients value continuity where achieved and appreciate the supportive approach of clinicians. However, some patients report concerns about communication gaps, insufficient follow-up on promised actions, and challenges accessing in-person consultations. A small number of patients have raised serious concerns about care decisions and their impact on health outcomes.
The practice appears to operate under resource constraints that affect its ability to manage call volumes effectively and maintain consistent service standards across all areas. Whilst clinical delivery remains a strength, the barriers to accessing appointments and the variable reception experience represent significant service challenges that impact patient confidence in the practice overall.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
Respond to patient reviews
Monitor satisfaction trends
Generate CQC evidence reports
Claim & Manage ProfileShows how often this practice responds to patient reviews and feedback.
Patient feedback reveals a practice with significant challenges in appointment access and communication, alongside positive feedback about clinical care quality. The most consistent concern across reviews is difficulty reaching the practice by telephone, with patients reporting prolonged waiting times, busy lines, and limited availability of appointments. Many patients describe the booking system as frustrating, particularly the requirement to call at specific times to secure slots, which disadvantages those with standard working hours. Reception experience is mixed, with some patients praising courtesy and helpfulness whilst others report inconsistency and lack of compassion. Several patients have experienced extended waits on hold and difficulty obtaining clear information about appointment status or follow-up actions.
In contrast, clinical staff receive consistent praise for their expertise, responsiveness, and quality of care. Patients value continuity where achieved and appreciate the supportive approach of clinicians. However, some patients report concerns about communication gaps, insufficient follow-up on promised actions, and challenges accessing in-person consultations. A small number of patients have raised serious concerns about care decisions and their impact on health outcomes.
The practice appears to operate under resource constraints that affect its ability to manage call volumes effectively and maintain consistent service standards across all areas. Whilst clinical delivery remains a strength, the barriers to accessing appointments and the variable reception experience represent significant service challenges that impact patient confidence in the practice overall.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Ghostinthemachine G.
6 years ago
Bad!
Booking system forces early morning phone queues
The clinical staff here are competent, however the appointment booking system is deeply frustrating. As a full-time worker, I find it problematic that appointments cannot be scheduled more than a few days ahead. Having to call at 8:30am to join a queue of many others in hopes of securing a slot feels like an unreasonable situation. It places patients in a position where accessing care feels like a matter of chance rather than planning. This approach to scheduling is unsatisfactory and needs to be addressed.
Anthony C.
6 years ago
Bad!
Impossible to book an appointment here
This practice has significant issues that I cannot recommend. Obtaining an appointment here is extremely difficult and frustrating. The surgery appears to be oversubscribed, which seems to be the root cause of the appointment availability problems that patients face.
Gavin G.
7 years ago
Poor!
Impossible to book an appointment here
It was extremely difficult to secure an appointment. The best approach seemed to be arriving early and waiting before opening hours in hopes of being seen sooner. Overall, I found the experience quite frustrating.
Darran H.
7 years ago
Excellent!
Caring doctor who remembers your history
The clinician has consistently made genuine efforts to secure the most appropriate specialist care through referrals. Their interpersonal approach is exemplary and their capacity to recall individual patients and their circumstances is truly impressive. They embody a traditional approach to general practice. Given the high volume of patients attending regularly, the standard of care remains consistently excellent. The reception team are welcoming and approachable.
Miles E.
7 years ago
Bad!
Reception didn't listen to patient concerns
The respiratory nurse made adjustments to my wife's medication regimen and modified her preventative treatment. Prior to these changes, she had not required hospital care for her respiratory condition. Following the medication adjustments, she subsequently required a hospital admission lasting several days. I have concerns about whether cost considerations may have influenced the clinical decisions made, and worry about the potential impact on patient safety.
Stephen D.
7 years ago
Bad!
Hard to book an appointment here
It is difficult for employed individuals to secure appointments at this practice. The availability seems to favour those who are retired or unemployed. This is extremely disappointing.
Kevin A.
9 years ago
Great!
Booking's tricky but staff really care
The clinicians at this practice are excellent with my entire family. While the appointment booking system can be somewhat inconvenient, they are delivering good care despite the challenging circumstances facing the NHS due to funding constraints.
Sukidovi S.
9 years ago
Poor!
Appointment system makes getting seen difficult
I've found it challenging to maintain continuity of care, as I haven't been able to see the same clinician on consecutive visits. The morning telephone booking system is frustrating for me, as the uncertainty about whether an appointment will be available discourages me from seeking care. Combined with my natural hesitation about attending medical appointments, this process makes me less likely to book in when I should.