Hazeldene House Surgery

Frustrating healthcare with zero digital accessibility

Getting an appointment here is a nightmare! The situation remains completely stagnant over the past 24 months. Online booking is non-existent, and you're limited to calling only on Wednesdays or Fridays, yet even then, securing a slot within the next month is practically impossible. Minor medical concerns could be effortlessly managed through digital channels, but no such option exists. Patient access portal is equally frustrating - consent forms are submitted but nothing happens, and when you attempt to view information, the screen is entirely blank. In any other industry, this caliber of administrative incompetence would be completely unacceptable.

Terrible customer service and endless booking runaround

I've attempted to schedule an appointment twice within the past week, and each time I was instructed to call back on either the following Wednesday or Friday. When I called on Wednesday as suggested, I was once again told to phone on Friday. This is completely unacceptable and represents a total failure of customer service.

Nightmare medical practice with zero patient care

These physicians were excellent in the past, but now they're absolutely terrible!! It's virtually impossible to secure an appointment - you have to call at 8am sharp! When you finally get through, you're 17th in the queue and all slots have vanished. You're instructed to call the next day for emergencies or Friday for pre-booked consultations. This morning I called again, finding myself 10th in line, and upon finally being connected, discovered all appointments were already taken!!! What options do I have 🤷‍♀️ This medical practice creates immense anxiety whenever I need to schedule a visit. The receptionist shows zero compassion, simply responding with a blunt "no" and nothing more. If alternative options existed, I would switch practices immediately, but unfortunately, no other choices are available.

Worst medical practice ever avoid at all costs

Spent over 35 minutes attempting to contact the administrative office, dialing repeatedly—18 times in total—only to be informed that all available appointments were already booked. What an absolutely futile effort! The delay in accessing necessary medical tests is so severe that my health could potentially deteriorate before I receive care. My strong recommendation: if you're relocating to this area, steer clear of this medical practice.

Frustrating patient access with useless prescription service

Patient access is utterly useless if all they can do is mechanically reorder prescriptions. I recently experienced a frustrating situation where my medication was modified by my physician between my prescription request and pickup, yet the updated medication was completely absent from my order. Right now, I've been waiting on hold for an incredible 25 minutes, and have only marginally progressed from 4th to 2nd in the queue.

Exceptional healthcare with compassion and dedication

For nearly two decades, we've been patients here and deeply appreciate the continuous, prompt care we receive. This medical practice boasts a compassionate team who work incredibly hard. The reception staff handle appointment bookings and prescription requests with remarkable efficiency, and the on-site pharmacy is top-notch. Every doctor demonstrates genuine commitment to their profession, consistently striving to diagnose issues and arrange referrals quickly. Despite staff changes over the years due to retirements, the core values of kindness and genuine care remain unchanged. Considering the current challenges facing the NHS with increasing population pressures and an aging demographic, Hazeldene House Surgery impressively meets the needs of these groups based on our personal experience and observations. We genuinely feel valued and, most critically, heard. The entire staff consistently demonstrates empathy and compassion, making us feel completely secure using their services. The Patient Access account is an excellent tool for accessing medical records, documents, and ordering repeat prescriptions with ease. Our heartfelt thanks go to the entire team at Hazeldene House Surgery.

Dangerous healthcare with life-threatening patient negligence

Someone needs to report this clinic to the regulatory authorities! They are absolutely appalling, and completely disregard patient care! It's impossible to schedule an appointment, and when you finally do, the physician provides no meaningful assistance, ultimately leading to hospitalization due to their inadequate treatment! I nearly lost my life, and yet nothing ever changes!

Impossible phone system leaves patients in distress

Since relocating to this area and registering with this medical practice, I've attempted to reach them by phone multiple times over the past seven months, and consistently failed to connect. This persistent inability to contact the surgery is deeply concerning to me. Today, I once again encountered the standard automated message, indicating I was fourth in the queue, and after waiting for 35 minutes, I ultimately abandoned the call. Such an experience is completely unacceptable. I'm genuinely anxious about what might transpire in a genuine emergency situation - the potential consequences are truly frightening.

Terrible service and impossible appointment booking system

A complete disaster from start to finish. The communication is entirely one-sided and incredibly frustrating, with zero opportunity for dialogue or clarification. Scheduling an appointment is practically unachievable. Routine visits are especially problematic, restricted to only Wednesdays and Fridays (for no apparent logical reason), yet even then, no slots are ever open. My sympathy goes out to the front desk staff who must endure the constant stream of angry patients, all because the booking system is so monumentally dysfunctional. The entire process is utterly miserable.

Amazing healthcare with caring and attentive professionals

Throughout our four-plus years with this medical practice, we've consistently received exceptional care. The entire team, from the general practitioners to the support staff, demonstrates remarkable dedication and always approach patient needs with genuine willingness and enthusiasm.

Terrible service and frustrating online booking system

If you enjoy spending endless time on hold, this is definitely your ideal spot! Oh, and just a heads up - blood tests can ONLY be booked online (Maybe consider mentioning that little detail on your website, folks! Before someone goes through the hassle of creating a completely unnecessary Patient Access account)

Terrible service that left me completely frustrated

Terrible experience. Went in with two problems, both of which went unaddressed. Completely futile visit where you're essentially dismissed and expected to handle everything on your own.

Great medical advice from a caring doctor

Solid recommendation, Dr. Clegg. Thanks for the advice. Barrie.

Quick response saved my husband's health

I contacted the medical practice first thing in the morning because my husband was experiencing post-hospital discharge issues. Within the same day, I received a telephone consultation at 3pm and a subsequent in-person appointment at 5pm. The staff's compassionate and competent approach during this process was truly commendable.

Incompetent doctor failed to diagnose serious condition

My husband received a completely inaccurate diagnosis from Dr Archer during a "phone consultation" about his back issue. Initially told it was a muscle spasm, he was prescribed two sets of medication that provided no relief and given a sick note for two weeks. When he called for an appointment two weeks later and reported that the pain had worsened, he was given another sick note for three weeks and the same ineffective medication. Upon requesting a scan or referral, Dr Archer refused, claiming that MRI scans always show abnormalities. We ultimately paid for a private scan, and the results were sent to the doctor. We were then told to wait four weeks for an appointment, so we paid again and were informed he had a trapped nerve and should never have been on the prescribed medications and should have been physically examined. It's an absolute disgrace that they diagnose patients over the phone and issue sick notes without proper consultation.

Great care from a top-notch medical professional

Dr. Simon demonstrated his usual attentiveness during this follow-up consultation. As always, I felt thoroughly cared for and confident in his ongoing assessment of my condition. He continues to provide excellent medical support and ensure everything remains on track.

Terrible healthcare service with unacceptable waiting times

UNBELIEVABLE. I just attempted to schedule a phone consultation with the doctor regarding my scan results today, February 4th. To book an appointment, I had to wait an entire week since they only update their booking system on Fridays. My scheduled appointment is set for March 7th. I'm already enduring a 5-week wait for my blood test results. This delay is completely intolerable. I've only been residing in this area for a year and a half, and I was previously cautioned about the subpar service of this medical practice.

Exceptional care at hazeldene house surgery today

I extend my gratitude to the reception staff and Doctor Clegg at Hazeldene House Surgery for their assistance today. I want to particularly acknowledge Claire for her empathy and compassion. Recognizing the ongoing challenges within the NHS (which seem perpetual), I wish to express my sincere appreciation to the entire team at Hazeldene for their dedicated service.

Urgent blood pressure text sparks anxiety and frustration

Following the nurse's request, I conducted a four-day blood pressure monitoring test at home and submitted the results to the medical practice. I then received a text urging me to contact the surgery and schedule a doctor's consultation. Naturally concerned by the text, I immediately called and spoke with a receptionist. I explained that I had received a message requesting an appointment to discuss my recently submitted blood pressure results. I was offered a telephone consultation on 24th November 2021. I found this appointment date unsatisfactory, as it is nearly a month away. Given the apparent urgency of their initial contact about my blood pressure, I believe waiting a month to consult a doctor is inappropriate. Moreover, this situation has unnecessarily induced stress and anxiety, leaving me to worry about potential health issues until I can speak with medical staff. The receptionist suggested I call daily to secure an emergency appointment, which I consider excessive. I simply want a straightforward consultation and do not wish to misuse emergency medical resources.

Terrible customer service at this medical practice

I wasted countless hours attempting to connect via telephone. The service is absolutely terrible, and the most infuriating part is that once you finally secure an appointment and arrive, the reception staff are busy chatting among themselves, completely ignoring the ringing phones and showing no urgency whatsoever!