Highparks Medical Practice

Exceptional Care and Service at Growing Practice

I understand that the practice faces challenges due to an increasing patient load and rising expectations, yet they manage these issues remarkably. Lorraine and Helen at the reception desk are exceptional; they have consistently been supportive and understanding towards me and my family. The clinical team, which includes nurses, healthcare assistants, doctors, and pharmacists, is always friendly and delivers excellent care. I truly appreciate all their efforts!

Exceptional Reception Service for UK Visitors

During my time as a guest in the UK, I encountered Kerry at the reception desk, who proved to be exceptionally helpful and well-informed regarding my inquiry. My request was addressed swiftly, yielding the results I sought, along with detailed information about a service that was not accessible to me as a visitor. Many thanks to Kerry for her assistance.

Compassionate Care at Its Finest

The entire staff at this medical facility demonstrates exceptional compassion, warmth, and support, and I am deeply grateful for their incredible care.

Quick and convenient healthcare at your fingertips

Swift online medical consultation via phone, with a same-day morning appointment available

Polite, Quick, and Helpful Customer Service

I have discovered that they are exceedingly courteous, prompt, and willing to assist.

Unreliable Call Back Service Frustrates Customers

The callback feature frequently fails to function properly.

Terrible healthcare service with unhelpful receptionists

Scheduling a doctor's visit here is a perpetual nightmare. The front desk staff seem to take perverse pleasure in dismissing appointment requests, consistently delivering the same unhelpful response with an almost gleeful attitude, irrespective of when or how frequently I call. Their robotic, context-blind script remains unchanged no matter the urgency. I eagerly anticipate the day artificial intelligence can replace these frustratingly obtuse receptionists.

Declining service and unfriendly reception staff frustrate patient

After four decades of being a patient at this medical practice, I'm deeply disappointed by its current operations. It appears that the reception staff now effectively manage the surgery, and many of them could benefit from training in customer service and interpersonal skills. It's perplexing how some staff members demonstrate genuine empathy and politeness, while others seem intent on creating barriers between patients and doctors, displaying an unnecessarily brusque and unwelcoming demeanor.

Efficient Receptionist Deserves Recognition for Prescription Service

Jody at the reception efficiently handled my prescription in a timely manner. She truly merits an increase in her salary.

Speedy service with a smile at clinic

Huge thanks to the reception staff and Laura for accommodating me with such prompt service today. Their efficiency was truly appreciated.

Terrible medical practice with dangerous incompetence

I strongly advise against signing up with this medical practice. After being a patient here for a few years, I've experienced nothing but profound frustration and astonishment at their utterly dysfunctional operations. The level of mismanagement borders on negligence and poses potential health risks. I've made the decision to transfer my medical records elsewhere and urge others to steer clear, particularly those with complex health conditions requiring consistent, attentive care. The incompetence is staggering - getting a nurse's appointment is practically impossible, and seeing a doctor seems about as likely as hitting a massive jackpot. Their organizational skills are so poor that patients with serious medical needs are essentially left unsupported and vulnerable.

Terrible healthcare experience with e consultation system

Electronic consultation completely disabled. Phone call results in waiting line, followed by abrupt disconnection. Absolutely terrible customer experience, which clearly explains the overcrowding in emergency departments...

Frustrating journey through healthcare appointment scheduling nightmare

Advised during medical consultation to schedule an asthma appointment. Receptionist informed me no slots available for 3 months, suggested calling back later. After 3 months, still no appointment slots. Received a text reminder for annual asthma review. Persistently unable to book an appointment. Noticed Cliffe Woods and Wainscott appear to share identical contact information, adding to the confusion.

Frustrating phone service meets excellent medical care

Previously, reaching them via phone was impossible, which reflected terribly on their customer service. *******Update: they've implemented a more user-friendly phone system that simplifies appointment scheduling. The medical professionals are impressively detailed and compassionate in their approach.

Seamless care and quick appointments every time

I've experienced nothing but smooth sailing with this medical practice. Scheduling an appointment is always quick, typically within seven days, and once I arrive, I'm seen promptly without any significant delays. Since switching to this GP practice recently, I'm thoroughly satisfied with the service.

Scheduling nightmare at medical practice

Zero stars if I could. Their scheduling process is incredibly frustrating and obstructive. Getting an appointment seems intentionally difficult, even when you have a physician's recommendation.

Terrible service leaves patient frustrated and helpless

Utterly appalling - I'd give zero stars if possible. Religiously calling right when phone lines open, only to be informed no appointments are available across all four practices??? I pressed 9 to maintain my queue position with a promised callback, yet received absolutely nothing. My 5-year-old is seriously ill, and I've been forced to spend 8 exhausting hours at the hospital - a situation that would have been entirely avoidable if they had simply returned my call as committed. It's blindingly obvious they need to completely overhaul their phone system, or better yet, close down entirely. I will definitely be filing a formal complaint. "Disgusted" doesn't even begin to capture my frustration!!

Grateful Patients Thank Dedicated Medical Team

My husband and I have regrettably had to attend multiple appointments at the surgery in recent months. I would like to express that our experiences have been overwhelmingly positive. The reception team has been both accommodating and kind, particularly Dawn, who stood out during our visits. Whenever we needed to consult with a doctor, we were able to do so, receiving prompt treatment each time. The doctors took the time to listen carefully and provided thorough assessments of our concerns. I believe your team faces significant challenges yet often lacks adequate appreciation for their hard work. Therefore, we extend our heartfelt gratitude to everyone on the staff from both of us.

Neglected Teen Seeks Help for Painful Scalp Condition

I have faced persistent issues with this practice. My experience has been marked by significant discomfort due to a serious scalp condition that causes me immense pain, especially as my uniform irritates the affected areas further. At 16 years old, my brother tried calling to check the timing of my appointment, but unfortunately, everyone he spoke with declined to provide any information and wouldn’t explain the patient advocacy form that allows them to communicate on behalf of someone else. Despite numerous calls I’ve made myself, I keep receiving the same response: they will not see me because of my age or they suggest scheduling a phone consultation at a time when I'm in school—without guaranteeing that I'll even receive proper medical care or get an appointment with a professional. I began reaching out about this issue at the end of January; now it’s late February and not much has changed—no one seems willing to take action. It feels incredibly frustrating and unprofessional for them to overlook such an important matter. Given these circumstances, I've decided that visiting Accident & Emergency might be my best option moving forward!

Practice Decline After COVID Leadership Change

For nearly three decades, our family has relied on this healthcare practice, experiencing only a few fluctuations along the way. Overall, until the onset of COVID-19, we had a wonderful experience. Retired Dr. Wheeler and Dr. Nurcombe-Thorne provided exceptional care during their tenure. However, since the arrival of Dr. Bell as the head of practice and with the introduction of e-consultation services, we have noticed a significant decline in service quality. Getting appointments has become increasingly difficult; we're often instructed to use e-consultation instead and then wait up to three days for responses. I recently needed to follow up after a hospital visit and it took them an astonishing three months to get back to me. Moreover, there have been issues such as lost prescriptions and missing letters from specialists that added frustration to our experience here. On two separate occasions, Dr. Bell promised he would return my call but never followed through with that commitment. Ultimately, we've decided we can no longer continue with this practice due to its deteriorating quality; it’s clear that Dr. Bell is not effectively managing things at all compared to how they were under Doctor Green's leadership. I want to express my gratitude towards Doctor Nurcombe-Thorne—he is a young physician who embodies genuine old-fashioned values—but unfortunately now we are unable even to schedule appointments with him anymore which led us toward leaving this practice altogether. Andy Doran