Hazeldene House Surgery
Average! (62 reviews)
Average! (62 reviews)
Patient feedback reflects a mixed experience with significant variation in service quality across different areas of the practice. Appointment access and booking remain the most consistently cited concern, with patients reporting lengthy waiting times for available slots, difficulty reaching the surgery by phone, and frustration with limited booking windows restricted to specific days. Communication challenges are evident, including delayed responses to patient queries and gaps between initial contact and follow-up care. Reception experience is polarised, with some patients praising courteous and supportive staff, whilst others describe discourteous interactions and lack of empathy during vulnerable moments.
In contrast, clinical care receives considerable positive feedback, with patients consistently highlighting responsive and compassionate medical professionals who demonstrate genuine concern for patient welfare. Referral processes are noted as prompt and efficient in several accounts, and home visits have been arranged promptly when needed. The practice's pharmacy service is frequently praised for efficiency and courtesy. Several long-standing patients express appreciation for continuity of care and improvements observed over recent years.
Parking availability and phone connectivity present practical barriers to access, whilst some patients report concerns about the adequacy of clinical assessment in certain cases. Despite these challenges, feedback suggests the practice retains patient confidence in its medical professionals, though systemic organisational issues around appointment availability and reception courtesy require attention to improve overall patient experience.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
Respond to patient reviews
Monitor satisfaction trends
Generate CQC evidence reports
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Patient feedback reflects a mixed experience with significant variation in service quality across different areas of the practice. Appointment access and booking remain the most consistently cited concern, with patients reporting lengthy waiting times for available slots, difficulty reaching the surgery by phone, and frustration with limited booking windows restricted to specific days. Communication challenges are evident, including delayed responses to patient queries and gaps between initial contact and follow-up care. Reception experience is polarised, with some patients praising courteous and supportive staff, whilst others describe discourteous interactions and lack of empathy during vulnerable moments.
In contrast, clinical care receives considerable positive feedback, with patients consistently highlighting responsive and compassionate medical professionals who demonstrate genuine concern for patient welfare. Referral processes are noted as prompt and efficient in several accounts, and home visits have been arranged promptly when needed. The practice's pharmacy service is frequently praised for efficiency and courtesy. Several long-standing patients express appreciation for continuity of care and improvements observed over recent years.
Parking availability and phone connectivity present practical barriers to access, whilst some patients report concerns about the adequacy of clinical assessment in certain cases. Despite these challenges, feedback suggests the practice retains patient confidence in its medical professionals, though systemic organisational issues around appointment availability and reception courtesy require attention to improve overall patient experience.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Paul H.
9 years ago
Bad!
Frustrating nhs experience leaves patient deeply disappointed
Abysmal booking process that epitomizes the current shortcomings of the National Health Service.
Gabrielle T.
9 years ago
Bad!
Frustrating and inefficient medical appointment system
When I attempted to book a medical consultation this morning at 8:00am, I encountered a frustrating and inefficient process. After being left on hold until 8:40am, the receptionist provided an utterly impractical appointment procedure. She instructed me to physically travel to the surgery at 2:00pm merely to secure a later appointment for my granddaughter, who has been suffering from earache for three consecutive days. I explicitly confirmed the absurd requirement of multiple round trips - driving to the surgery, returning home, then coming back for the actual appointment - which she confirmed. Given my already packed schedule today, which includes collecting another child from school at 3:20pm, this approach is completely unacceptable. Clearly, this system demonstrates zero consideration for patient convenience or needs. I am determined to escalate this matter immediately, intending to discuss these unacceptable practices with the practice manager, the Care Quality Commission, and the Health Authority at the earliest possible opportunity.