Hazeldene House Surgery

Friendly pharmacy with top-notch customer service

Outstanding service and highly skilled personnel. The pharmacy team is top-notch and consistently demonstrates a commitment to providing swift, respectful assistance to every customer.

Horrible customer service at this medical practice

The front desk personnel are incredibly discourteous, showing complete disregard for individuals struggling with mental health challenges. They presume to offer medical guidance despite lacking professional credentials, and then abruptly terminate phone conversations in an aggressive manner. It's not worth attempting to contact them, as their approach involves shouting and belittling callers. It's truly disgraceful, and I deeply regret not obtaining the name of these unprofessional staff members.

Terrible parking and unfriendly staff at clinic

Parking here is an absolute headache. The lot is completely packed, and locating a spot nearby is a major challenge. Make sure to give yourself an additional 10-15 minutes before your scheduled time. Moreover, the reception staff came across as unfriendly and distant.

Hazeldene

The doctors at this practice are all very good, however, the reception staff are unempathetic and unhelpful and let it down enormously. After recently receiving a text message asking me to call and make an appointment to discuss results of some urgent tests I'd had done, when I called to make one, the staff advised me there were no appoinments available for at least 2 weeks. Even after explaining the situation, the receptionist just kept reiterating the same phrase over and over, no empathy, or apology. It was obvious she wanted to get me off the phone at the earliest opportunity. Given that I had paid to have the tests done privately, for quickness due to the possible serious nature of the problem, I would have expected to receive a call to discuss them without having to try and make an appointment. There is only one extension to call for both same day and non urgent appointments, which means you are always in a lengthy queue even if you don't need an urgent appointment. They need to get a separate extension for general queries and non urgent appointments and have a dedicated line just for emergency/same day appointments. I've only been with this practice for a little over a year, following a house move, but every time I've tried to make an appointment for something I've had the third degree from the staff before being told to call back another time as no appointments were available. Very frustrating, when you're ill or waiting for urgent information.

Terrible customer service left me suffering

I endured a lengthy wait for a callback, only to be informed that 23 people were ahead of me, and then was abruptly told no appointments were available today. I'll have to attempt scheduling again on Monday. This situation is extremely frustrating, especially when you're experiencing discomfort and seeking medical assistance.

Endless wait tested my patience with pediatric clinic

My child's scheduled appointment was at 9:20, and we've been waiting for almost an hour without being called. When I inquired with the front desk about the delay, they informed me that only one patient remained before my daughter. Compared to my previous hospital visits, this wait time is unprecedented. It's disappointing to see the facility operating with such inefficiency, which reflects poorly on the staff.

Compassionate care that truly makes a difference

What a wonderful medical practice - the staff are incredibly warm and welcoming, which truly helps calm any anxiety! In my recent experiences, I've consistently received prompt scheduling, with appointments available either the next day or within a maximum of two weeks, and I even had an instance where I was referred and seen at the hospital immediately! An absolutely fantastic healthcare facility!

Terrible healthcare experience with rude and uncaring staff

The medical practice is absolutely terrible. They seem solely focused on money and leave patients' concerns untreated. The waiting times are ridiculous, with doctors making you sit for an hour only to casually mention they're running behind, without any apology. The reception staff are hostile and create an uncomfortable atmosphere where patients feel they must carefully choose their words to avoid provoking them. This surgery desperately needs a complete overhaul because at this rate, patients will start leaving in droves. Their communication is shockingly poor - I've been waiting nearly two months for a simple update. While the location might be convenient, the constant anxiety and frustration make it completely not worth the effort. They urgently need someone who can improve their entire approach and restore basic patient care and respect.

Friendly pharmacy with caring and helpful team

The personnel at this pharmacy are incredibly kind and accommodating, offering excellent customer service with a warm and friendly approach.

Fantastic same day surgery with excellent care

Quick scheduling and top-notch surgical care every single time. Consistently impressed with their ability to get me in promptly and provide excellent medical treatment.

Compassionate staff make challenging healthcare experience better

The medical practice is clearly experiencing high demand, and when I called this morning at 8am, I was 30th in line after initially struggling to connect. Their callback system significantly reduces potential annoyance. Claire, the receptionist I've interacted with over the past three days while attempting to secure a same-day appointment, was exceptionally supportive and impressively recalled our previous conversations, which is remarkable considering the volume of patients she likely encounters. While I've rated the overall service based on the full experience, the staff absolutely deserve a 5-star rating - they are consistently helpful, compassionate, and make tremendous efforts despite challenging working conditions.

Rude reception staff ruin entire medical experience

This medical practice is absolutely the most terrible surgery I've encountered. The front desk employees are incredibly discourteous, cold, and completely lacking in compassion. They desperately require additional training in understanding and interpersonal skills. When patients telephone, the staff are aggressive, abruptly interrupt conversations, and verbally attack callers. After conducting local research, it appears numerous community members share my view that these reception staff are exceptionally terrible. I'm now terrified to contact the surgery even when seriously unwell, which has resulted in me suffering silently at home. The reception team urgently needs to transform their approach - patients call seeking assistance, not to be dismissed or mistreated. We reach out because we need help, and if we already knew the solutions, we wouldn't be calling. As someone with dyslexia, I particularly require clear explanations and considerate treatment, not to be made to feel insignificant. Mutual respect should be fundamental, not one-sided. While the doctors themselves are excellent, their administrative staff are shockingly rude, defensive, arrogant, and demonstrate zero empathy.

Frustrating medical record access nightmare revealed

Navigated an incredibly frustrating process trying to obtain my complete medical history, only to be informed that I can exclusively access records dating back to my initial registration in January 2024 - despite having eight decades worth of medical documentation!!!

Quick service at the medical clinic

Quick and efficient service with minimal waiting time

Incredible healthcare team with amazing patient support

The medical professionals here are absolutely top-notch! The front desk team consistently displays warmth and helpfulness, ensuring patients are guided perfectly. Every physician and nurse on staff is truly exceptional!

Decent product with minor scheduling hiccups

Not too terrible, just need to improve the scheduling

Heartless healthcare fails vulnerable elderly patient

The treatment of my 86-year-old mother was shockingly unacceptable. She was callously turned away and instructed to travel to Stafford for medical attention, despite being unable to drive and recently bereaved. The staff displayed zero compassion, with the receptionist being particularly unhelpful and refusing to even assist with changing her dressing. It is utterly reprehensible to expect an elderly woman, especially as winter approaches, to independently arrange transportation to another location for essential medical care. Her own healthcare provider should be supporting her, not creating additional hardship. This medical practice's conduct towards vulnerable patients is deeply concerning and warrants a thorough investigation into their unethical and heartless approach to patient care.

Reliable and swift healthcare when you need it most

Exceptional assistance as always... Though I'm not a frequent user, their support is invaluable when required. Absolutely no complaints whatsoever. Managed to secure a same-day consultation and received a referral with an appointment scheduled inside 48 hours - kudos to Hazeldene. Much appreciation.

Smooth and speedy prescription service at surgery

I've been a long-standing patient at Hazeldene House Surgery and recently needed help obtaining a doctor's signature on a prescription prior to traveling. The internal pharmacy and reception team were absolutely top-notch. Their approach was smooth, friendly, and incredibly efficient. I received my signed prescription quickly and without any complications. The entire experience was seamless and exceeded my expectations. My sincere appreciation goes out to the entire staff at Hazeldene House Surgery for their excellent service.

Compassionate care and quick diagnosis saved me

I consistently experience warmth and support from the medical staff, both doctors and nurses. Convenient text reminders keep me on track for appointments and health check-ups. Dr. Simon's expertise was particularly impressive when he identified my Angina through a phone consultation, which was incredibly valuable. I'm now under careful medical supervision and feel completely confident in the exceptional care provided by this healthcare team.