Hopwood House Surgery

Professional ear care with same day availability

Very pleased with the experience I had when receiving ear cleaning treatment. The service was delivered in a professional and efficient manner. I would strongly recommend this particular service to others. I was also able to secure an appointment on the same day I requested it.

Poor preparation left appointment cancelled

I had a very poor experience at this practice today. I attended for a scheduled minor procedure, but upon arrival I was informed that the procedure could not proceed as the available records did not contain details of a previous scan and associated follow-up appointment, which the practice had not been made aware of. I was not notified in advance of any missing information or asked to supply documentation. The practice did not undertake any preparatory steps or make contact with my referring GP to obtain my medical history or recent scan results ahead of the procedure. I found the service to be lacking in professionalism, and the cancellation meant I had to rearrange my work plans. I would be reluctant to attend this practice again if referred in future.

Friendly staff made the visit pleasant

Excellent team with a welcoming and supportive approach to patient care.

Poor communication about prescription issues

I attended an appointment recently regarding a health concern that required attention. I was prescribed medication, however the medication had a manufacturing issue. I only became aware of this problem when I collected my prescription from the pharmacy, as I was not contacted in advance to inform me of the situation. A week has now passed and I have not yet received an alternative prescription from the doctor.

Friendly and responsive when I needed them

Excellent service from this practice. I very rarely need to visit but when I do, the experience is always outstanding.

Communication failures left me chasing responses repeatedly

I have found the service at this practice to be disappointing and feel the standard of care has been lacking during my time here. Over the past few months, I have experienced several issues. I have been advised that someone would contact me, but when I have followed up on this, I have been informed that there is no record of our previous conversation in the system. I was also declined an appointment and directed to attend an emergency department, despite not believing this was an appropriate course of action for the situation. I have previously requested to speak with a manager but was informed they were unavailable. I am concerned about the overall communication within the practice and feel there is a significant gap in the duty of care provided, which is particularly troubling when healthcare matters are involved.

Felt completely ignored and unheard

Terrible surgery, have never felt so ignored. Don't listen, don't provide help or direction. I didn't think a healthcare professional could make you so upset through their lack of understanding.

Friendly staff despite appointment availability pressures

The team demonstrated a warm and friendly demeanor, creating a welcoming atmosphere and showing genuine willingness to help. While there were the typical challenges around appointment availability, the experience ultimately resulted in a satisfactory outcome.

Always managed to get an appointment quickly

I was consistently able to secure an appointment when needed.

Receptionists dismissive after lengthy phone queue wait

This practice was previously excellent with pleasant staff, but the current reception team comes across as unwelcoming and dismissive. When calling to book an appointment, they consistently direct callers to contact 111 instead, claiming no availability. I called this morning at 8 o'clock to arrange an appointment for my young child. After waiting on hold for 35 minutes, someone answered and took my details and reason for the visit, only to inform me that nothing was available and I should call 111 instead. It seems pointless to ring the surgery if I'm just going to be redirected elsewhere and waste my time. When I questioned this, I was told the surgery is busy. If the practice is genuinely busy, the solution would be to increase staffing levels, not to turn patients away. As a taxpayer, I expect to be able to see a clinician for my child on the same day when needed. The clinical staff are approachable and professional, but the reception team would benefit from improving their communication skills and approach when dealing with patients.

Late opening made prescription collection convenient

Provides extended hours for prescription requests and availability of non-prescription medications.

Efficient practice that listens to patients

A highly organised and supportive medical practice.

Reception staff were dismissive and unhelpful

Haven't received the support needed since joining the practice a few weeks ago. Most of the reception team come across as unhelpful, with only the occasional exception. The clinical staff seem focused on cost-cutting measures regarding prescriptions and encourage patients to purchase medications privately rather than through the NHS. While telephone prescription requests are permitted for certain patients, this option was not made available despite mobility limitations, resulting in difficulty obtaining necessary medication.

Quick registration and caring immunization service

Excellent healthcare provider. The initial registration was straightforward and efficient, and the immunisation service provided for my child was delivered in an outstanding manner :)

Reception team made registration straightforward and smooth

Having recently relocated to the area with my family, I registered at this practice for general medical care. Drawing on my previous experience at another surgery in a different region and my background in the healthcare sector, I can genuinely say that the service has been outstanding so far. From the initial registration process with the front desk team through to consultations with clinical staff conducted both remotely and in person, everything has been of a high standard. While all medical practices face their own challenges, I have found no shortcomings in the patient-facing service to date. The facilities are well-maintained, the approach is professional, and the scheduling runs smoothly. This represents the standard that NHS general practice should aspire to achieve. I hope this level of service continues. Well done to the team.

Friendly advice that actually made a difference

Excellent practice with wonderful healthcare professionals who have cared for both myself and my family member. The clinician was courteous and approachable, offering sound guidance and prescribing treatment that proved effective in restoring good health.

Reception staff seemed confused about prescriptions

Disappointing experience overall. I've encountered repeated issues with prescription accuracy, and reception staff who appear to lack adequate knowledge of procedures. The situation became particularly concerning when a medication I was taking on specialist recommendation was discontinued by a GP at the practice without any prior notification or discussion. I find it difficult to understand how this decision aligns with the specialist's clinical judgment, and I feel this warrants further investigation. I intend to lodge a formal complaint and explore alternative healthcare arrangements.

Poor reception support and responses

My 2 year old Grandson has been crying in pain (with suspected tonsillitis) for the past 20 hours. I called the surgery at 8am. He was seen promptly by an advanced practitioner at 8:50, who advised he could be developing tonsillitis. Advice was to call back if he got worse. Which I did… and was told by the first receptionist I spoke to to call back at 5:30 when AP surgery ends, in relation to getting antibiotics prescribed. Called back at 5:30 to be asked ‘why did she tell you that?” This I do not know the answer to. I was following instructions give over an hour earlier. The notes on the system were read out to me and when I asked what the notes meant, I was told “I don’t really know!” Maybe that should have prompted a discussion with a clinician to clarify?!?! I asked for a call back from a clinician and was told his surgery didn’t finish till 6:30. That wasn’t the answer to my question . I asked for a call back, not his off duty. I asked again if I would get a call back after surgery ends and was told “I don’t know!” Was not at all helpful or informative. I was made to feel like an inconvenience and there was no empathy for the fact that a 2 year old was in pain, couldn’t eat, was constantly crying, was drooling cause it hurt to swallow, wasn’t drinking enough in my opinion and there was simply no customer care. Receptionist don’t get a bad rep for no reason. This is why! She did not consult with a HCP, just booked another appointment for tomorrow. At which point I imagine antibiotics will be prescribed…… 17 hours after I requested them. Only issue with this surgery is SOME of the reception staff. My Grandson still hasn’t eaten and will no doubt be up all night in pain AGAIN!! This is not what CQC consider to be safe, caring, effective or responsive!!!!

Other nurses are nice and helpful

The medical staff here are good, and it was unfortunate when one particular nurse moved on. However, the remaining nursing team are equally pleasant and helpful.

Friendly reception made the visit pleasant

Positive experience.