Horton Bank Practice

Struggling to book appointments at my practice

It is consistently difficult to obtain an available appointment at this practice.

Struggling to book appointments through phone system

This practice is very difficult to access, with challenges in booking appointments through both telephone and online systems. The staff do not appear to take patient concerns seriously, even in urgent situations. Even when an appointment is secured, there can be concerns about the quality of clinical care provided. Overall, the service experience was unsatisfactory.

Long phone waits, no appointments available

The practice is difficult to reach by telephone, with extended wait times before connecting. By the time a call is answered, available appointment slots are typically unavailable. When attempting to request assistance through alternative channels, responses are often not received.

Quick and easy appointment booking process

Excellent service with prompt appointment scheduling. The clinician demonstrated professionalism throughout. I would highly recommend this surgery to others. The nursing staff were excellent when administering vaccinations to my child.

Phone lines impossible to get through on

I am extremely dissatisfied with this practice. I had hoped that the consolidation with multiple other practices would result in improvements, but unfortunately this has not been the case. Attempting to contact the surgery by telephone is incredibly frustrating, often requiring numerous calls over extended periods, only to be informed that no appointments are available. For those of us with online booking capabilities, the appointment system presents significant difficulties. The online portal closes at certain times and directs users to try again during different hours, creating a confusing cycle where access is repeatedly denied depending on the time of day. Staff members, once you manage to reach them, continue to direct patients toward the online system despite acknowledging its limitations. During a recent visit with my child, I requested copies of the consultation notes to provide to their school as documentation for an absence. Rather than supplying these notes, I was informed that a formal letter would need to be requested at a cost of £30, with a potential waiting period of up to 40 days. This seems unreasonable given that the documentation is needed for educational purposes, not for leisure.

Impossible to reach by phone repeatedly

I have been unable to reach the practice despite making numerous attempts to contact them over the course of two days. The difficulty in getting through has been extremely frustrating, and I would describe this as the poorest service experience I have encountered.

Friendly staff who really listen to patients

The nursing staff at this practice are wonderful, demonstrating patience and competence in their roles. The reception team were equally pleasant and helpful.

Phone lines repeatedly dropped during long waits

I attempted to contact the practice throughout an entire day last week. The following day, I waited until lunchtime before being able to reach the queue, and after a 25-minute wait to speak with someone on the line, the call disconnected. This occurred three times within a two-hour period. I felt compelled to visit the surgery in person to address a concern and to arrange a medication review for my husband, as his prescription required adjustment due to a dosage increase. When I arrived, the receptionist communicated through the intercom system and indicated that unscheduled visits were not permitted and that I would need to contact the practice by telephone instead. This type of situation appears to happen with some frequency. However, once I managed to get past the initial reception stage, the clinical staff proved to be very competent and helpful.

Reception blocked my access to a doctor

I wish to lodge a formal complaint regarding my recent experience. I contacted the practice on a Tuesday morning requesting a callback from a clinician. Instead, I received a call from reception staff who discussed my situation but explained they were unable to issue the documentation I required. I was informed that a clinician would contact me, however this callback never materialised. When I attempted to follow up with additional calls, I found the phone lines consistently engaged. On two separate occasions, despite managing to reach the front of the queue, my calls were disconnected. I found this experience deeply frustrating and unsatisfactory.

Couldn't get through on the phone line

I intend to lodge a formal complaint regarding difficulties experienced when attempting to contact the practice by telephone. I plan to escalate this matter through the appropriate channels for further investigation.

Impossible to get through on the phone line

It's frustrating that the phone lines are frequently unavailable when attempting to reach the practice, which is particularly concerning given that patients may have genuine health concerns requiring prompt attention.

Long phone queues and waiting times frustrate

It can be challenging to reach the practice by telephone and there are sometimes delays in securing appointments. The practice has implemented thorough measures regarding health safety protocols, though patients are now required to wait outside the building until notified that they are ready to be seen.

Phone lines make booking appointments difficult

On the positive side, the majority of the clinical staff I have encountered have been pleasant, compassionate, and engaging. However, I have experienced significant difficulties with the telephone system. I have made numerous attempts to contact the practice over a short period and have only managed to reach someone once, after which the call was disconnected. I require a repeat prescription for an ongoing medication and need to arrange this due to a house move. Based on my experience, I would suggest considering alternative options if possible.

E-consult service provided helpful guidance quickly

I seldom attend GP appointments, but after experiencing an issue that persisted for several weeks, I chose to submit an enquiry through the online consultation service on the practice website late one evening once the surgery had shut. The following morning at just after 10am, I received a telephone call, which unfortunately I was unable to take due to being at work. However, I subsequently received an email outlining my situation along with helpful resources and information for further reading on the matter. I found this approach to be very satisfactory.

Flexible appointment booking would help working patients

I have felt well cared for by the staff at this practice. The booking process could benefit from greater flexibility, as calling at opening time can be challenging when working. On the whole, it is a good facility.

Reliable surgery that handles requests promptly

I have been a patient at this practice for many years and have consistently had a positive experience. Whether attending appointments or requesting repeat medications, the staff have always handled my needs promptly and in a professional manner.

Phone lines move quickly in the mornings

I have consistently been able to reach the practice by telephone during morning hours without difficulty. Even when there has been a queue, calls have been processed promptly. The team members are approachable and supportive in their interactions. The clinical professionals take time to listen and understand your concerns, and during a recent health issue I experienced very good care. Setting up online access and booking appointments through the system is straightforward, with same-day slots readily available.

Confusing appointment booking process caused frustration

A very disappointing experience. My husband called at 8am as instructed to request a morning appointment but was informed none were available, with only an out-of-hours option at 9pm being offered. He was not made aware that afternoon appointments become available at 2pm. At 2pm, he attended the surgery in person to book an afternoon slot, only to be told he could not book in person and would need to phone instead. He made the call from within the surgery and was ultimately informed that no appointments were available. This situation felt frustrating and poorly managed. We have raised concerns with the relevant health authorities and intend to submit a formal complaint to the practice. We have decided to seek care elsewhere, as we feel the current arrangements are unsatisfactory.

Long phone waits and dropped calls frustrating

It takes a considerable amount of time to get through on the telephone, and the call connection can be lost before reaching someone.

Felt genuinely listened to during appointments

There have been several excellent healthcare professionals at this practice over time. The more recent practitioners have been particularly good, and I've found them to be attentive and thorough. My preferred clinician has been especially supportive, and I genuinely feel heard during appointments. Like the other practitioners I've mentioned, she never makes me feel pressured or rushed, which is really important to me.