Hopwood House Surgery

Reception staff made me feel genuinely heard

The receptionist at the surgery goes above and beyond and is an absolute credit to the team. They are empathetic and very efficient.

Waited weeks for urgent prescription delivery

This surgery has serious issues and should be closed down. I waited three weeks for a telephone appointment with a GP, which was unacceptable given the urgency of my situation. The GP promised to send out four essential medications but only dispatched two, and failed to include another medication they said they would provide. This level of disorganisation is deeply concerning, and I feel let down by a practice that appears indifferent to the potential risks this creates for patient safety.

Receptionists were patronising about missed appointments

This practice feels like it has shifted towards a more commercial approach. The reception team can come across as somewhat dismissive and condescending in their manner. There appears to be an inflexible policy where patients are warned of removal from the register if they don't book appointments or attend scheduled ones. I've received multiple reminders about cervical screening and understand the importance, but the practice has made it clear they will deregister patients who don't comply with their testing recommendations. This rigid stance seems counterproductive and risks losing patients. Additionally, I have concerns about how my mother's blood test results were communicated, as there appeared to be a discrepancy between what the results indicated and what she was told about her health status.

Felt truly listened to and understood

I would give five stars to my recent appointment. The clinician was wonderful and made me feel genuinely heard in a way I haven't experienced before. They took time to listen carefully and provided thorough explanations throughout our conversation.

Welcoming and clean practice environment

I found the setting to be quite pleasant.

Responsible approach to patient care

A reliable and conscientious medical practice.

Clinic refused flexibility when facing homelessness

I would like to describe my experience at this GP clinic to help others understand what they might encounter. During my initial visit, the clinician took detailed notes and arranged a follow-up appointment. I mentioned that my circumstances would likely change significantly by the time of the next appointment, making it difficult for me to attend in person, and I requested whether the follow-up could be conducted remotely instead, given that I had already been assessed face-to-face. When I asked if the subsequent appointment could be held over the phone or via video, I was told that my request came across as disrespectful, despite my having only expressed concern about the approach being taken towards me. Following this exchange, I was discharged from the practice. I found this response to be deeply troubling. If you are seeking a clinic that prioritises compassion, genuine support, and considerate patient care, I would suggest looking elsewhere. This practice appears to prioritise procedural adherence and detachment rather than demonstrating authentic concern for patient wellbeing.

Receptionist refused to combine appointments over the phone

Had to call the reception team after visiting this morning to arrange an appointment, as I had missed a routine health review. I was informed that medication for an unrelated condition had been stopped as a result. When I asked whether the matter could be addressed during my existing appointment scheduled for Thursday, I was told this wouldn't be possible. I suggested this would be more efficient, but the response I received felt dismissive, with a comment about discarding my prescription request followed by the call ending abruptly. This continues a pattern of unsatisfactory interactions with the practice staff. I have serious concerns about the quality of service provided.

Friendly and professional care over many years

I have been attending this practice for six years and remain very satisfied with the service provided. The staff have consistently demonstrated a welcoming and professional approach throughout my time as a patient.

Reception staff were always helpful and kind

The medical team, front desk staff, and pharmacy services were consistently helpful and reliable. We appreciate their support.

Online booking delays leave patients frustrated

This practice appears indifferent to patient needs. Appointments cannot be booked by telephone and must be arranged online, with response times extending to a week or longer. Experiencing a prolonged health condition for over six months without what felt like appropriate management was distressing, particularly when daily activities were significantly impacted. Requests for appointments were declined on multiple occasions, which felt dismissive of genuine concerns. There have been various other difficulties with the practice, and attempts to raise these issues have not resulted in meaningful engagement or resolution. Overall, the experience suggests a lack of attentiveness to patient welfare.

Doctors who actually listen to you

Positive experience with the medical team

No vaccination reminder letter received yet

My child is now three and a half years old, and we have not yet received any correspondence regarding their vaccination appointments.

Online booking system created unnecessary barriers

Disappointing experience at this practice. When attempting to book a GP appointment by phone, I was directed to use their online system instead. Upon trying to book online, I found that appointments were unavailable and I could only access blood test bookings if I had a prior referral. This left me unable to secure an appointment through either method. After calling back, I was instructed to attempt online booking at 7:30am, as their online services become unavailable during regular daytime hours. I was then asked to complete a triage form with the expectation of receiving a response within three days. I found this process frustrating and feel the appointment system does not adequately meet patient needs. The barriers to accessing care were concerning and I believe the practice should reconsider how they manage patient access to appointments.

Friendly pharmacy staff made me feel welcome

The pharmacy is operated by such wonderful individuals. Extremely welcoming and compassionate. Would strongly suggest.

Couldn't get through on the phone to book

Disappointing experience with this practice. The appointment booking process has become difficult to navigate. The staff interactions fell short of expectations. I have decided to transfer my care to a different surgery that I feel will provide a more compassionate service.

Staff listened and took time to understand

I called the surgery this morning regarding my elderly relative and was delighted to be acknowledged as a genuine person rather than simply another voice on the phone. It truly makes a difference when someone demonstrates understanding of how challenging it can be to have worries about a family member's wellbeing. The staff member was considerate, supportive and invested genuine effort in assisting me, making my experience today absolutely excellent. The team at the practice have consistently provided me with outstanding care and support, which I greatly value. Would I recommend this practice? Absolutely, without hesitation—it deserves the highest rating.

Friendly staff who sort things out smoothly

I really like this Practice, it's the best GP/Health Centre I've had. The staff are really friendly and professional. I never feel I have to battle to get things done, everything always runs smoothly and effectively. Especially with the pharmacy team, I've got a complex medication situation that's needed adjusting on several occasions and they've always been proactive in managing it. I really appreciate it!

Repeated system failures and poor prescription communication

I have found this practice to be among the most problematic I have experienced. The surgery appears to face frequent operational difficulties and closures. I am currently awaiting a prescription that was submitted several days ago, but received notification of technical issues with their systems. When I contacted the practice to inquire about timescales as suggested in their message, I was met with an automated response indicating they were unavailable due to scheduled closure. This creates a frustrating situation where patients are directed to call during periods when the practice is not open. My medication supply is now depleted while I am away working, and I am unable to obtain sufficient stock to cover my absence. Given my remote work location and demanding schedule, accessing alternative solutions is not straightforward. The combination of these service delays and communication gaps has been disappointing.

Felt dismissed and not properly listened to

In my view, the approach lacked attentiveness to my individual needs and concerns.