Humbleyard Practice

Poor at every level

Difficult to get an appointment. Frequently cancel appointments and rebook for weeks in the future. Fail to correctly diagnose serious issues - hospital consultant shocked at poor treatment. Over reliance on Nurse Practitioners for potentially life threatening conditions.

Dispensary staff could show more empathy

The dispensary staff member was unhelpful and lacked empathy during my interaction. Given that the role involves supporting patients with various requirements, a more considerate approach would be appreciated.

Impossible to get appointments without waiting outside

If I could rate this practice any lower, I would. It represents the worst healthcare experience I have encountered throughout my many decades of life. One particular clinician has been excellent - assuming you can actually secure an appointment with them. The remainder of the team fall significantly short. Another clinician suggested I might have a serious condition, which subsequent investigation did not confirm. The receptionist has been helpful and professional, though appears constrained by the systems in place. The only realistic way to be seen is to attend in person when the surgery opens and request urgent care. I experienced a considerable delay - several weeks - before scan results from an external facility were reviewed by anyone at the practice. When I enquired about these results, I was informed they had been received but not yet examined. Given the contributions we make to the NHS throughout our working years, this level of service is deeply disappointing. I would recommend considering alternative providers.

Reception team made me feel genuinely supported

The reception staff at this practice demonstrate outstanding professionalism. They consistently display courtesy, optimism and a helpful attitude when addressing my inquiries and concerns, and I feel confident they will see through any agreed actions. They are a real asset to the practice.

Struggled to reach surgery, unhelpful reception staff

I attempted to contact the surgery from early morning through multiple methods, including phone and the NHS app. After several hours of trying, I eventually reached someone at midday, only to be informed that no appointments or consultations were available and I should attempt to contact them again the following day. The staff member I spoke with was unhelpful and declined to pass on any message to my GP. This experience reflects my concerns about the level of customer service provided.

Long-term patient finally felt truly listened to

I have been a patient at this practice for over 13 years. I have experienced significant mental health challenges and have faced periods of severe crisis. Before receiving support from my current clinician, I felt that my situation was hopeless and I struggled to see a way forward. My clinician has provided me with invaluable support during some of my most difficult moments, offering compassionate listening and encouragement that has made a meaningful difference to my wellbeing. I am now working towards rebuilding my life and feel more hopeful about the future. I am grateful for the attentive care and consistent support I have received.

Reception staff dismissive when booking appointments

The surgery itself is adequate. However, the reception staff member I encountered was extremely unwelcoming and appeared dismissive of patients. They showed little willingness to assist and simply directed me to use the online system instead. This system itself is quite frustrating to navigate. It seems that unhelpful attitudes among staff contribute to wider issues within the service. The interaction felt patronising and left me feeling frustrated that such behaviour appears to go unaddressed.

Phone queues and long waits for appointments

Disappointing experience with this practice. Access to staff is limited as you cannot visit in person to arrange appointments, and calling results in lengthy waits before being directed to use an online booking system, which has significant limitations if you lack reliable internet access. After waiting approximately three weeks for an in-person appointment that was subsequently cancelled by the practice, attempting to reschedule proved frustrating, with the next available slot being several weeks away.

Reception staff made me feel welcome

There is one particularly courteous and professional member of the reception team.

Reception staff weren't helpful with my query

There is little point in contacting this practice as you are unlikely to receive assistance from the front desk staff.

Appointment availability made seeking specialist care difficult

I experienced symptoms of a progressive neurological condition and requested an inpatient referral for additional diagnostic testing at a hospital trust in early February. I was informed that this type of referral pathway was not available through that route. In mid-April, I lost the ability to stand and was subsequently diagnosed with a serious neurological condition requiring extended inpatient care and rehabilitation over several months. I later learned that the hospital does accept such referrals when supported by appropriate primary care documentation, which raises questions about whether a different approach might have altered the outcome. I feel disappointed, as earlier intervention and treatment may have potentially limited the progression of my condition. I had previously received excellent care from another clinician at the practice, though I was unable to secure an appointment with them on that particular occasion. Over my many years as a patient at this practice since the early 1980s, I have noticed a considerable shift in its character and effectiveness. The practice no longer appears to be serving its community as well as it once did, and I have observed a gradual decline in its overall standard and approach to patient care.

Turned away despite empty waiting room

Contacted the practice and was instructed to attend the surgery, however was subsequently informed that appointments were not available despite the waiting area appearing to have capacity.

Friendly staff solved issues quickly

The team at one location were absolutely lovely - genuinely kind and patient, and I couldn't find fault with them. They resolved everything I needed very quickly. However, my experience at the other location, particularly with the dispensary service, was quite different. The staff seemed rather unwelcoming and unhelpful, and gave the impression they were reluctant to assist. I would genuinely suggest that this location could benefit from adopting some of the positive approaches used at the other practice.

Staff were helpful and professional throughout

The team members are approachable, conduct themselves professionally, and make genuine efforts to assist patients.

Frustrating system forced on patients

The patching system appears to be the only available option. It functions poorly alongside other ineffective systems already in place. Requiring patients to rely on it feels unnecessarily burdensome.

Long waits and no appointments available

Anticipate lengthy wait times to reach someone, only to be informed that no appointments are currently available and advised to call back the following day. This may result in additional time spent on hold, with similar guidance to contact again at a later time. This practice may not be suitable for those seeking immediate availability.

Phone queue left me waiting forever

Absolutely useless and a complete mess. Spend ages waiting on the phone and when you finally get through, they're unable to help at all! Hardly surprising given the practice's current difficulties!🙄

Long phone wait for diabetes appointment booking

I waited on the phone while being first in the queue for over fifteen minutes. I was subsequently informed that I would receive a follow-up call in approximately one month's time. I found this experience to be disappointing, and whilst I understand the practice faces significant demand, I feel the service fell short of acceptable standards. I have concerns that my situation may not receive adequate attention from the surgery.

Online booking system makes access difficult

Disappointing experience with the service provided. The online system that has been implemented appears to create significant barriers to accessing healthcare. This approach seems counterproductive and raises concerns about whether it should be permitted to operate in this manner.

Phone lines make booking nearly impossible

Accessing healthcare through this supposed essential public service has been disappointing. Attempting to reach the practice by telephone is frustrating, and the online appointment system has very limited availability windows. Patients are often told they will receive a callback that fails to materialise. Those without the means to pursue private healthcare options find themselves in a difficult position.