Horton Park Medical Practice

Receptionists unhelpful when booking urgent appointments

I had a very negative experience with this practice. I found it extremely difficult to secure an appointment despite experiencing significant discomfort. The reception staff came across as unhelpful and dismissive. They indicated the schedule was full, though I observed only a couple of patients in the waiting area at the time. After a week of attempting to book an appointment, I was repeatedly given vague responses about availability. The overall attitude and service I received fell well short of what I would expect, and I felt the staff were not adequately fulfilling their responsibilities.

Reception staff listened and guided me through calmly

I wanted to take a moment to share some very positive feedback about a member of your reception team. Several months ago, I spoke with them when I was feeling anxious and overwhelmed as a parent. From the outset, they demonstrated a calm, professional and compassionate approach. Their tone and manner immediately helped to ease my concerns, and they took the time to listen carefully and guide me through the next steps I needed to take. They recommended a specialist clinic, which proved to be exactly what was needed. Thanks to their support and clear direction, appropriate appointments and care were arranged. This made a meaningful difference to the health outcome and to my confidence as a parent. Having worked within NHS feedback processes myself, I understand how challenging the role can be and how uncommon it is for people to take the time to share positive comments. However, this team member truly deserves recognition. Their approach, attitude and helpfulness were exceptional, and I genuinely believe every practice would benefit from having someone with such qualities on their team. Please do convey my gratitude and let them know the positive impact they had. I cannot speak highly enough of their support. Kind regards, A grateful parent

Poor communication left me confused and out of pocket

Lack of clarity regarding appointment arrangements and medication provision created confusion and inconvenience. Expected to collect a required item from the pharmacy prior to attendance, though no prior notification or prescription documentation was provided. The miscommunication resulted in having to take time away from work, with significant financial impact due to lost earnings.

Long waits and unavailable appointments disappointing

After eight years of consistently positive experiences and no complaints, I was proud to recommend this practice to others. Several family members have since registered here, and we've all noticed a decline in the standard of service. While I recognise that healthcare services operate within financial constraints, I was disappointed to wait over an hour for an appointment only to be informed that no further slots were available that day. This was frustrating. The practice's service quality appears to have deteriorated significantly. I would suggest considering additional staffing to manage phone enquiries during peak morning hours.

Reception staff were dismissive and unhelpful

I have been taking medication for the last six months. There was an issue with my prescription not being transferred between services as expected. I am now without my medication and am struggling. I found my interaction with the reception staff to be unhelpful and distressing at a time when I needed support. I am concerned about how I will manage over the coming days and felt this experience needed to be documented.

Friendly staff and modern facilities throughout

Outstanding facilities and exceptional professional service from the knowledgeable and approachable team throughout the practice. The care provided consistently exceeds expectations and demonstrates a genuine commitment to going the extra mile.

Long phone queues but no same-day appointments available

The receptionist informed me that no appointments were available for today, despite my call being queued in the system. I found it confusing that the phone line remained open for incoming calls if appointments were not being offered.

Staff were dismissive and wouldn't listen properly

The staff members displayed behaviour that I found discourteous and lacking in professionalism. Obtaining an appointment at a time that suits your needs appears to be quite difficult. During consultations, I felt that my concerns were not heard thoroughly, as the interaction seemed to consist mainly of yes or no questions rather than a detailed discussion. The appointment duration felt rushed, concluding after a brief period. I was similarly dissatisfied with the clinical staff. Overall, I had a very negative experience at this practice and would not recommend it to others.

Prescription handling caused repeated frustration and inconvenience

Due to the difficulties I have experienced while attempting to obtain a routine prescription, I am giving this practice a 1-star rating. I have needed to make multiple contacts through various methods, including phone calls, written requests, appointment bookings, and in-person visits on numerous occasions in order to try to resolve this matter, yet the issue remains unresolved. During a period when I was unwell, I found the service provided to be significantly below the standard I would expect. I have found it frustrating that what should be a straightforward administrative process has proven so challenging to complete.

Morning reception staff could be more polite

The reception staff who handle morning appointment bookings until mid-morning can be quite abrupt and discourteous. Some members of the team appear to lack the interpersonal skills needed when communicating with patients.

Couldn't get through on the phone this morning

I attempted to contact the surgery this morning, but the telephone lines remained busy for an extended period lasting over two hours.

Long phone queues make appointments difficult

This practice has significant issues. The telephone system is particularly problematic, with callers experiencing extremely long wait times and repeated holding messages indicating a low position in the queue despite extended periods on the line.

Prescription mix-up left without needed medication

I am extremely frustrated and upset. As someone managing a chronic condition requiring specific medication, I have spent the past two weeks attempting to obtain the correct prescription following my transfer to a new practice. Despite my efforts, I have not received the appropriate long-acting insulin formulation. My previous prescription was unavailable in stock, and I was offered an alternative by my former provider. When I consulted with the clinician at my new practice, I explained the situation and was advised to place orders sooner. However, I had already submitted a request a month prior and received most medications except the long-acting insulin, which I was told was also out of stock. I demonstrated to the clinician the medication I am currently using and explained that my new delivery system comes with separate cartridges, yet I received only an empty device. There appears to be inadequate coordination between my previous and current healthcare providers, and both have fallen short of standards I would expect. Despite these difficulties, I feel the responsibility is being directed toward me as the patient. As a single parent managing school runs, childcare, and employment, I should not be navigating this situation for an extended period. My blood sugar levels have become harder to manage, and this has affected my daily functioning. Additionally, when I received correspondence about booking necessary appointments, these were not processed, with staff indicating the information was not yet in their system, which has added to my confusion. I am uncertain about what I should do with the empty insulin device I currently have.

Reception staff left me going round in circles

The reception team's organisation and communication could be significantly improved. During my attempts to arrange an appointment, I experienced being passed between different departments without receiving clear direction, which felt frustrating and unhelpful. The overall coordination seems lacking, and I felt the interaction was dismissive rather than supportive. Given the number of negative reviews this practice has received, I would have hoped to see meaningful changes implemented. My experience fell well short of what I would expect from a healthcare provider.

Helpful staff who listened and explained things

The medical team and front desk personnel were extremely supportive and helpful. They demonstrated a straightforward and genuine approach to patient care.

Receptionist dismissal when describing serious symptoms

I felt the practice lacked empathy in my interactions. Appointment availability has been limited during my visits, and I was disappointed by the response when I reported a serious health concern—I was simply asked to call back later in the day as no slots remained. The reception staff seemed unhelpful and unwelcoming. While I recognise the practice may face resource constraints, I've noticed the waiting area appears quiet during my appointments, which made the unavailability of care feel frustrating. I'm concerned about the standard of service and feel the practice could demonstrate greater commitment to patient care. The overall experience has left me disappointed with the level of support provided.

Friendly reception made the visit pleasant

Excellent