Horton Park Medical Practice

Staff made me feel welcome from the moment I arrived

I have consistently received excellent care at this GP practice. The standard of attention and professionalism demonstrated by the clinical team is outstanding—they consistently dedicate time to hearing your concerns, communicating information in an accessible way, and conveying genuine concern for your wellbeing. The reception staff deserve particular recognition for their consistently warm and approachable manner. Their positive demeanor and friendliness create a welcoming atmosphere that helps ease any anxiety from the moment you arrive. Overall, the practice delivers a fantastic service that is well-organised, empathetic, and dependable. I feel fortunate to receive care from such a thoughtfully managed and supportive healthcare setting.

Helpful reception staff made booking straightforward

Outstanding care and a wonderful facility with exceptionally helpful healthcare professionals and support team. Highly recommended, top-quality experience throughout.

Helpful team who actually listen to you

I have been a patient at this practice for over a year and I must say that based on my previous experiences, this is by far the best. The entire team is always keen to assist and offer guidance. I would certainly recommend this practice to others. The clinical staff, nursing team, and reception staff are all excellent. Thank you for the outstanding service and please continue with the great work.

Felt genuinely listened to and well cared for

The clinician I saw was excellent, professional, and attentive, taking the time to listen carefully to what I had to say. I felt that my health concerns were treated with appropriate seriousness, and everything was explained clearly in a way that was straightforward to understand. The appointment did not feel hurried, and I appreciated the supportive and reassuring manner. I felt well cared for and confident in the guidance and treatment offered. Thank you for the excellent care.

Friendly reception made me feel welcome

I am extremely satisfied with the care provided at my practice. A very content patient. The team members are wonderful.

Long wait times and poor scheduling management

This practice has not met my expectations regarding timeliness and efficiency. I experienced a significant wait that extended well beyond my appointment time, and when I inquired about the delay, I was informed that the clinician was running behind schedule. This level of wait time is frustrating when patients have other commitments to attend to. Due to other appointments I needed to keep, I was unable to complete my visit and left feeling dissatisfied. I am reluctant to return to this practice in the future.

Felt rushed through appointment without proper listening

I would recommend considering alternative practitioners at this surgery. During my recent visit, I felt the consultation was rushed and did not address my concerns adequately. When I mentioned that I had already attempted self-management strategies, this did not seem to be taken into account. Given that this is a longstanding issue I have discussed with other clinicians previously, I was disappointed that no further action was suggested. Other practitioners have offered different approaches in the past. The appointment left me feeling unsatisfied and I do not plan to request this clinician again.

Receptionist attitude let down a long relationship

Throughout my two decades as a patient at this practice, I have consistently had positive experiences. The appointment booking process has always been straightforward, and the reception staff have consistently provided helpful support following my consultations. However, during a recent visit when I required assistance with scheduling an appointment, I found the receptionist's manner to be unhelpful and discourteous. While I recognise that staff can have demanding days, the reception area appeared quiet at the time, and I felt the interaction lacked consideration. I trust this will be an isolated incident.

Long wait to reach someone, then felt dismissed

My daughter has been suffering from tonsillitis with very painful and enlarged glands. She hasn't eaten or slept properly for several days. I attempted various approaches to help her take the medication that had been prescribed by the out of hours service, including offering incentives and different drinks, but she was unable to tolerate it after initially being sick. Concerned about her discomfort, I contacted the practice the following morning to request an alternative option. After waiting some time to speak with someone, the receptionist who answered was helpful. However, when I received a callback from a clinician, they seemed unwilling to consider a different medication and commented that medicines aren't formulated to taste pleasant. This response felt dismissive of the practical difficulty I was facing—if a child won't take medication because of how it tastes, they won't recover. The tone of the conversation made me feel judged, which contrasted sharply with the supportive approach I'd experienced from a clinician at the hospital the previous evening. Eventually, an alternative was provided, though it was clear this was done reluctantly. I'm also leaving feedback about another interaction. A receptionist called on Thursday regarding an appointment scheduled for the following Monday. They stated the appointment needed to be cancelled due to an unforeseen circumstance arising. I found this reasoning unclear, as it seemed to suggest they were aware of a future event that would prevent the appointment. An alternative appointment was offered for the day after the original date, which I declined as it wouldn't be suitable for my needs. When I explained this, the receptionist questioned my decision to cancel. I felt the need to clarify that I wasn't the one initiating the cancellation—the practice had requested it.

Felt listened to and understood at last

I received excellent care and clear explanations during my appointment. The healthcare professional was very helpful, and I feel I'm making progress with my health concerns. They listened carefully and demonstrated a thorough understanding of what was causing my issues. I'm very grateful for this experience.

Online booking system made appointment difficult

The online appointment booking system proved to be quite frustrating when attempting to arrange a consultation for my young child. The subsequent wait time of several days felt unnecessarily prolonged, which seemed inconsistent with any stated priority for vulnerable patients. I found it necessary to lodge a complaint in order to expedite the appointment for my unwell child. This experience reflects my broader dissatisfaction with healthcare access, having gone without a regular doctor for an extended period.

Receptionist made the booking process easy

Overall good service with special appreciation for the receptionist team who consistently demonstrate a helpful, kind and respectful approach when assisting patients.

Repeated long waits with no explanation given

I find myself increasingly frustrated with my experiences at this practice. I consistently arrive punctually, often ahead of schedule, yet I continue to encounter significant delays without any communication about the reasons. Today was another instance where I felt unable to continue waiting and decided to leave. I cannot sustain this pattern any longer. The practice needs to address its operational processes. The burden of managing these delays should not fall on patients. I make considerable effort to attend appointments on time and arrange my schedule accordingly, but the practice does not appear to extend the same consideration. There seems to be an inconsistency in how timeliness is treated—patients are expected to maintain strict punctuality, yet extended waiting times are accepted without acknowledgement. This situation has occurred multiple times. The information provided to patients, both at reception and through telephone contact, is inadequate. The practice would benefit significantly from improved systems and better coordination overall.

Struggled to get urgent specialist referral

I would appreciate it if you could assist me in arranging a prompt appointment with the specialist. Could you please inform their office that my current medication does not appear to be providing adequate relief, and I am experiencing significant symptoms, particularly during nighttime hours. Thank you for your help with this matter.

Chatting made the blood test painless

Absolutely brilliant healthcare professional here, I had a blood test and I have a phobia of needles. Anyway we were chatting while they performed the procedure and I DIDN'T FEEL IT! Seriously it usually hurts a bit but I did not even feel the needle going in! Thank you so much. Awesome, and really nice person to talk to as well.

Felt listened to and properly referred for surgery

The healthcare professional at this practice is outstanding and truly embodies the principles of compassion, integrity, and patient-centred care. After months of delays and feeling dismissed elsewhere, they took the time to listen, understood my concerns, and ensured I was promptly referred for the specialist procedure I needed. Their professionalism and empathy restored my trust in the healthcare system. This clinician is a credit to their practice and a genuine example of what good medical care should be.

Reception staff made me feel genuinely listened to

I would like to share 2 very positive experiences with the reception team. On both occasions, the staff member was polite, patient, empathetic and professional. This person went the extra mile to assist me and provide clear explanations. Very kind and reassuring.

Reception staff dismissed health concerns without listening

I would rate this practice far below satisfactory if possible. The clinical staff appear to conduct themselves and interact with patients in ways that feel inappropriate, and the management demonstrates similarly concerning behaviour. While I recognise the clinicians may face challenges, the leadership lacks the professionalism necessary to foster a respectful patient environment. I question whether external regulatory bodies conduct sufficient oversight of how this practice operates and whether their approach to patient care meets acceptable standards. The standard of patient interaction is extremely poor, lacking even the fundamental courtesy expected in any professional setting. It is concerning to entrust one's healthcare to a practice that appears to dismiss patient concerns and introduce irrelevant personal matters that undermine the validity of health issues. One particular clinician came across as dismissive of my concerns.

Helpful receptionist made booking appointments easier

I experienced difficulties when trying to arrange appointments, but a member of the reception team was incredibly helpful and went the extra mile to ensure I felt at ease throughout the process.

Felt ignored and unsupported at every visit

Increasingly Unsatisfactory Visits – Declining Standards My experiences at this clinic have become progressively more disappointing with each visit. The service appears to lack accountability and genuine commitment to patient care. It has proven very difficult to obtain adequate assistance or meaningful support. The team comes across as detached and unresponsive, with little apparent willingness to enhance the quality of care provided. Rather than receiving proper attention, patients seem to be left feeling overlooked and without agency. This situation is deeply frustrating and disheartening, as it suggests limited prioritisation of patient wellbeing. I would not recommend this clinic to others.