Horton Bank Practice

Friendly reception made booking straightforward

Best surgery by far.... The clinical staff here are fantastic👍

Easy to book appointments and caring staff

The practice consistently delivers high-quality care and I have always found it straightforward to secure an appointment when needed.

Reception staff attitude needs improvement

I had a disappointing experience with the reception team during my visit. The staff interaction fell short of what I would expect in terms of professionalism and courtesy. I found the atmosphere unwelcoming and felt that the service could benefit from improved training and communication standards. The appointment availability seemed limited, and I felt uncomfortable with the level of privacy regarding my personal information. Overall, I would not recommend this practice based on my experience and believe significant improvements are needed.

Couldn't get through on the phone

I struggled to understand how this practice maintains its patient base. After finally managing to reach someone, I was kept waiting in a telephone queue for an extended period, only to be informed that no appointments were available that day. I was then suggested to either try calling again later or consider registering elsewhere, which felt particularly frustrating given my recent hospital visit the previous evening. A single star rating feels generous in this instance.

Struggling to get through on the phone

Frequently, calls made in the morning to book an appointment do not connect successfully. When contact is established, the reception staff can come across as unwelcoming and dismissive. The clinical consultations tend to be quite rushed, with limited time allocated regardless of the number of health concerns a patient may have. The practice appears to be among the less satisfactory options available. Both the clinical and administrative staff seem disengaged from their roles. There is a sense that staff are not genuinely interested in hearing patient concerns. Appointments feel hurried, with patients being ushered through without thorough engagement. The overall experience suggests the service requires significant improvement.

Calling early gets you seen quickly here

I was quite surprised by some of the feedback shared here. I haven't experienced significant difficulties obtaining appointments, though I do make a point of calling first thing in the morning to secure a slot promptly. The team members have consistently been courteous and welcoming. The clinicians, in particular, have been excellent. There can be instances where you're seen after your scheduled time, which is understandably frustrating, but this typically reflects that they're giving proper attention to previous patients rather than hurrying them along, so overall it's not a major concern.

Struggled to book appointments and felt rushed

Unable to obtain appointments consistently has been a frustrating experience throughout my time as a patient at this practice. When consultations do become available, the appointments feel rushed and there appears to be limited time for discussing health concerns in detail. The overall experience has led me to consider seeking care elsewhere.

Phone lines made the morning difficult

I spent most of the morning attempting to reach the practice by telephone without success. I then visited the surgery at 1.45pm and waited in the queue. When I reached the reception desk, I was informed that the earliest available appointment was at 16.30. By the time the staff member had taken my details, that slot had already been filled. I was subsequently advised that I would need to continue calling to check for any cancellations. When I did call back, I was given a position in the queue. Overall, I found the experience to be extremely time-consuming and frustrating, having spent the entire day trying to secure an appointment.

Impossible to get an appointment here

This practice deserves to be closed down. Throughout my three months as a registered patient, I have been unable to secure an appointment on any occasion. The staff demonstrate a complete lack of concern for patient care and have provided no assistance whatsoever. This facility is unfit to operate.

Staff communication needs significant improvement

In my view, the team members demonstrated unprofessional conduct, particularly the management staff member who would benefit from additional training in communication skills. I attended appointments at this practice on multiple occasions, and the clinician I consulted appeared unsuitable for their position. Their demeanor came across as lacking in empathy, which was evident through their body language and overall manner. I questioned whether their approach might have been influenced by patient background. When I returned for a separate health concern, I formed the same impression upon leaving. I believe the negative feedback this practice has received is justified. The experience has caused me considerable stress, which has actually exceeded the worry caused by my underlying health concerns themselves. The support provided felt inadequate and the atmosphere judgmental. I find it surprising that the practice continues to operate. In my assessment, they are not meeting the standards expected. I intend to lodge a formal complaint, though I will be directing it through an alternative channel rather than to the management staff member directly.

Staff listened and took time to explain things

The team demonstrates genuine commitment to assisting patients. They strike an effective balance between being approachable and maintaining professional boundaries, which proves valuable when managing diverse patient needs. Clinical and support staff alike show compassion and invest time in listening to concerns and providing clear explanations. Reaching the practice by phone can occasionally be challenging, which is understandable given the high volume of patients. My condition required numerous appointments and considerable time to identify, as it presented with varied symptoms that could have indicated several possibilities. Throughout this process, the clinical team showed exceptional dedication, taking the necessary time to investigate thoroughly and ensuring I never felt like a burden.

Reception staff were dismissive and unhelpful

The reception team demonstrated unhelpful attitudes and came across as dismissive during my interactions with them. Their manner was considerably more discourteous than I would have expected.

Reception staff were dismissive and unhelpful

I am very dissatisfied with my experience at this practice. The front desk team were unhelpful and appeared unfamiliar with their responsibilities, often attributing errors to patients rather than acknowledging their own mistakes. I intend to lodge a formal complaint regarding this matter. I believe individuals in such roles should demonstrate greater competence and professionalism.