Horton Park Medical Practice

Felt listened to and well cared for

Wonderful healthcare professionals xxx

Communication failures left me waiting for calls that never came

The standard of communication at this practice has been consistently inadequate, and my recent visits have left me feeling very dissatisfied. I was assured on several occasions that a clinician would ring me back. On each instance, I remained available throughout the day, but the call did not materialise. Even after contacting the practice to follow up, I was given further reassurance that I was registered and would receive a call — however, this did not occur. This pattern has repeated itself more than once, and it feels unacceptable to repeatedly assure patients that they will be contacted and then not deliver on that commitment. Additionally, I spent more than a week attempting to obtain straightforward information regarding my test results. I enquired whether these could be accessed through an online portal, and this request was declined. I was informed that a clinician would go through the results with me, but once again, no contact was made. The repeated exchanges, the absence of effective communication, and the unfulfilled promises have created considerable frustration. Patients should not need to persistently chase for information or spend entire days waiting for calls that do not arrive. Commitments are not being honoured, and the overall experience has been deeply unsatisfactory.

Parking difficulties and unwelcoming staff attitude

I find the lack of accessible parking facilities frustrating, and I felt the staff could have been more welcoming during my visit.

Phone reception lacked patience and courtesy

I contacted the surgery to inquire about booking an appointment for my younger brother through the new appointment system. During the call, I spoke with a member of the reception team who requested my date of birth. I sought clarification by asking whether they needed my date of birth or my brother's, as I was making the appointment on his behalf. The response I received felt dismissive and impatient. I found this interaction frustrating, as it was a straightforward question. The tone of voice used made me feel unwelcome, and I felt the response was unnecessarily curt. As the first point of contact for patients, I believe reception staff should handle inquiries with patience and professionalism, particularly when genuine questions are being asked. This experience has left me concerned about the overall standard of patient care at the practice.

Reception staff made me feel genuinely supported

I really appreciated the support I received from the reception team member who assisted me when I got in touch with the practice. Their kindness, helpfulness, and understanding made a genuine difference during a challenging time. They were caring and friendly in their approach, which helped to reassure me and ease my concerns. Taking the time to listen carefully and offer support meant a great deal to me.

Professional reception staff made booking easy

Excellent and courteous care experience

Reception staff unhelpful with phone support request

My mum is a patient at this medical practice and, as someone with learning disabilities, she finds the new system quite challenging. I called and spoke with a receptionist who declined to assist me over the phone, stating that I would need to visit the surgery in person to complete a form. I was simply seeking some support and guidance for my mum, who was experiencing chest pains at the time. The receptionist's manner came across as dismissive and unhelpful, and the call ended before I could fully explain the situation. I subsequently travelled to the surgery, where another member of staff provided excellent assistance. She patiently helped me complete the form and took the time to explain how to use the system for future appointments. This positive experience is the primary reason for my rating, as despite there being a queue at reception and limited staff available, she demonstrated genuine care and understanding towards patients who were struggling with the new procedures. I greatly appreciated her compassionate approach. I would like to lodge a formal complaint regarding the new system and would welcome guidance on how to proceed with this.

Clean, calm surgery with helpful reception staff

The facility maintains a peaceful and well-organised atmosphere. It is maintained to a high standard of cleanliness and presents itself professionally, with a helpful and courteous team.

Helpful staff made stressful situation easier

The healthcare professional I saw was absolutely excellent — professional, efficient, and incredibly helpful throughout the entire process. They handled everything with kindness and reassurance, making what was a stressful situation much easier to deal with. Their communication was clear, prompt, and compassionate. A real credit to the team.

Phlebotomist had a remarkably gentle touch

I would like to give special recognition to the healthcare assistant who took my blood samples today. They demonstrated exceptional skill and a particularly gentle technique when performing the procedure. I was unable to feel either the insertion or the removal of the needle, which made the experience entirely painless. I am very grateful for their professionalism and care.

Reception staff were dismissive and unhelpful

The reception team displayed unhelpful and dismissive behaviour during my visit. I found their manner to be unwelcoming and their responses lacked patience. The overall service provided at the front desk fell short of expectations, and it appeared the staff were not engaged with their roles. This negativity seemed to extend to how they interacted with patients.

Easier to get appointments here

I recently switched to a new medical practice after struggling to secure appointments at my former surgery, and I have found this one to be considerably more organised and responsive in terms of providing available appointment slots and delivering attentive care to patients who are unwell.

Reception staff were dismissive and unhelpful

I had a very negative experience at this practice. The receptionist displayed behaviour that I found to be quite rude and unhelpful. I felt the manner in which I was spoken to was disrespectful and unprofessional. The interaction left me feeling disappointed with the level of courtesy shown during my visit.

Helpful support with appointment booking process

I was assigned to a staff member at the medical centre, who responded to all of my questions thoroughly and proved to be extremely helpful. They assisted me in a straightforward manner when booking an appointment, demonstrated a friendly demeanor, and displayed excellent professionalism throughout our interaction.

Online booking system failed repeatedly

I am very dissatisfied with the process of attempting to arrange an appointment for my mother. We made multiple attempts through the online booking service, but were unable to obtain an appointment despite our efforts. Additionally, a significant administrative issue arose when another patient shared the same name as my mother, leading to confusion within the system. Despite bringing this matter to the practice's attention, the problem was not adequately resolved, and my mother was not offered an appointment as a result. This situation has been deeply frustrating and worrying. Administrative problems of this nature should be addressed promptly and thoroughly, particularly when they impact a patient's ability to access healthcare. Unfortunately, the issue did not appear to be handled with sufficient urgency, and no satisfactory resolution was provided. Overall, the combination of difficulties with the online appointment system and the inadequate resolution of the patient record confusion has left us feeling disappointed and let down. I would hope that steps are taken to prevent other patients from experiencing similar issues.

Manager assistant helped resolve my issue

Had a conversation with a member of the practice management team and am optimistic that matters will be resolved as needed 🤞💊💊

Online booking system created unnecessary barriers

I feel very let down by the appointment booking system currently in place at this practice. When I rang to arrange an appointment, I was instructed to complete the booking online using a new system that I had not been informed about beforehand and am unable to access due to not having mobile internet. Even after explaining that I was at work and could not leave, the receptionist maintained that I would need to visit the surgery in person so that staff could complete the online form for me. It seems counterintuitive that a healthcare provider would require a patient to travel to the premises to handle administrative tasks rather than taking the information over the telephone. The way concerns were handled is particularly troubling: Lack of Management Support: When I requested to speak with a manager, I was informed that none were accessible. Difficulty Making a Complaint: When I asked how to lodge a formal complaint, I was told I would have to attend the surgery in person to do so. Withholding Contact Details: When I requested the NHS contact information to pursue the matter further, this was not provided to me. The approach taken seemed to assume that my age meant I would naturally be comfortable with technology and have reliable internet access. This online-focused system appears to exclude people without adequate connectivity and demonstrates insufficient consideration for patients who are working. Overall, this represents a significant shortfall in the standard of patient care I would expect.

Helpful reception staff made my visit smooth

Great surgery and the receptionist was very helpful when I came in!

Friendly reception staff made me feel welcome

I've been attending this practice for a couple of years now and I've consistently encountered exceptionally welcoming and friendly reception staff 🥰 They always make me feel valued and demonstrate a high level of professionalism!

Reception staff made me feel genuinely welcome

The reception team member is consistently friendly, helpful and maintains a positive demeanor. They demonstrate a genuine commitment to providing excellent service and go beyond standard expectations. They are a valued member of the practice.