Humbleyard Practice

Long phone wait with unhelpful answers

It took nearly an hour to get through on the phone regarding a routine blood test appointment. The staff member who answered seemed rather short with me and provided minimal responses. Their brief answers left me uncertain about what was being communicated, so I'll need to visit the surgery in person to clarify matters. I'm disappointed that this appears to be the standard of service provided.

Couldn't get appointment for two months

I attempted to schedule an appointment with a clinician but was repeatedly informed that no availability existed. This situation persisted for more than two months. When I finally secured an appointment, I arrived a couple of minutes past the scheduled time and was not seen. Additionally, I was not offered an alternative appointment slot.

Phone consultations replaced proper in-person care

Extremely disappointing experience. I feel I could have diagnosed myself. During the lockdown period, I was given a diagnosis over the phone and was not permitted to attend in person, which resulted in me nearly requiring hospital admission due to a serious infection that developed. More recently, I attended for a significant health concern where an examination was performed followed by requests for blood work and samples. I was subsequently informed that if these results came back normal, no further action could be taken. The service leaves patients without support, which is deeply frustrating given the apparent lack of availability - despite this, when I attended for my tests, the facility appeared quiet. I would caution others against spending an hour on hold as requests are likely to be declined.

Reception desk struggles with noise and queuing

Heathersett: If I could give zero stars I would, reception staff do not appear to be adequately trained for their role, with interactions often becoming confrontational. The reception area itself is cramped and the protective barrier makes communication difficult when multiple people are speaking simultaneously. The arrival system appears ineffective, as it failed to register my check-in and provided no indication of whether I was considered late, despite arriving on time. The system design seems poorly thought through and unintuitive. There were significant queues with minimal staffing at the desk, while other individuals pursued administrative matters, which appeared to take priority over other patients attempting to check in. The pattern of feedback in previous reviews aligns with my own experience, suggesting ongoing issues. The service appears consistently problematic and may warrant closer scrutiny by relevant regulatory bodies. A particularly frustrating moment occurred when I overheard negative comments from a reception staff member directed towards me. The overall experience fell short of expected standards. Engaging with staff who lack appropriate training or capability in their role proved to be a frustrating exercise, as it became difficult to resolve matters effectively.

Staff handled phone queue with patience and care

Medical practices across the country appear to be operating under considerable strain at present, which naturally affects everyone working within them. It is important to recognise that staff members are individuals doing their utmost to provide care within challenging circumstances, and any service limitations are not a reflection of their efforts. I am aware that colleagues in similar roles elsewhere have experienced difficult interactions from patients frustrated by appointment availability. It was not so long ago that these professionals were being widely celebrated for their contributions during the pandemic. I am therefore very grateful to the receptionist who managed to arrange an appointment for me the same day, following a brief wait on the telephone this morning. Five stars for their helpfulness.

Reception staff dismissive and unhelpful throughout visit

The service fell short of expectations and the staff interactions were unpleasant. The advice provided was disappointing, and it appeared that generic online resources were being relied upon rather than offering specialist expertise. Patients can easily search for information themselves, but the expectation is that qualified professionals would provide tailored guidance and meaningful engagement. The overall experience was unsatisfactory, from the initial reception encounter which felt dismissive, through to the quality of care received. The team would benefit from improved customer service skills and a more considerate approach to patient interactions.

Long wait on phone line, told to call back

The appointment process felt incredibly lengthy and inefficient. By the time I was seen, I was simply advised to contact the practice again the following day, which made the entire visit feel pointless.

Quick online booking made it easy

I was pleasantly surprised by how promptly I could arrange an appointment through the online booking system. The clinical staff, administrative team, and nursing staff were all notably accommodating and supportive throughout my visit.

Impossible to reach by phone or online

The practice is difficult to reach by telephone, and online appointment booking is restricted to a limited time window each day. This has been a frustrating experience compared to other medical practices I have used. The level of service could be improved.

Impossible to book appointments outside narrow window

It's incredibly frustrating not being able to secure an in-person appointment, and the booking system for telephone consultations is quite restrictive, requiring online access during a narrow weekday morning window between Monday and Thursday from 8am to 10am. Now that services have resumed more broadly across the country, it seems the practice could benefit from reviewing its appointment availability and booking procedures. Looking at how other local surgeries manage their scheduling might provide useful insights into alternative approaches that could improve accessibility.

Impossible to book without using the website

The appointment booking system is extremely difficult to navigate, with most services requiring online access. Contacting the practice by phone is also challenging, as they are only available during a very limited window in the early morning.

Phone queue system needs serious improvement

Unable to reach anyone by telephone, spent a considerable amount of time on hold in a queue position, only to be disconnected. Upon ringing back immediately, found myself significantly further back in the queue. Frustrating experience overall.

Booking appointments feels nearly impossible here

Getting an appointment feels nearly impossible. I thought it was challenging a few months back when I had a health concern and decided against trying to book since it clashed with my work schedule - I ended up managing it myself through an online application and support from someone I know in healthcare. Now the booking window is restricted to 8am until 10am. I only call when something feels urgent, as I worry about being a burden given that online booking is always recommended. Years ago with a different practice, I could simply ring the secretary and arrange an appointment within a day or two. Currently, even booking for my young child can take a week or longer. I should mention that one of my daughters had some swelling in her neck several months ago. Her appointment came through after 8 days. When we attended, she had a raised temperature, possibly from the car journey, and she was referred for testing. Another week passed before seeing a different clinician who referred us to hospital, where testing revealed a serious condition. While I recognise this is an unusual case, delays of this nature could allow health issues to deteriorate significantly over days. The practice may benefit from additional resources, and I hope improvements happen soon. There are three surgeries in my area all linked to the same system, so finding alternative care would require considerable travel. I try to manage my own health concerns at home unless absolutely necessary, but my main worry is about my children's healthcare access.

Long phone wait, then redirected elsewhere

I spent an hour on the phone only to be informed that I would need to visit the walk-in centre as the practice was unable to provide the assistance I required.

Getting through the phone queue takes far too long

Securing actual appointments with a GP has become increasingly challenging. The practice will be losing a significant member of their clinical team in the coming weeks, which raises concerns that availability may deteriorate further. The reception and clinical support staff are courteous and professional, as are the clinicians when consultations do take place, but the underlying issues appear to stem from insufficient funding, inadequate staffing levels, and considerable operational pressure. I share the concerns raised by other patients regarding the online appointment system, which has recently experienced technical difficulties, leading to a return to telephone-based booking. I experienced a lengthy wait in the call queue lasting 42 minutes with several callers ahead of me before successfully connecting, after which I was offered a telephone consultation scheduled for the following week. While the staff themselves are not responsible for these difficulties, the practice would benefit from addressing these systemic challenges to deliver the standard of care it aspires to provide.

Online booking form only available mornings

The primary method for getting in touch involves completing an extensive online form, but this can only be submitted between 7am and 1pm. This restriction seems counterintuitive, as the main advantage of having a digital form should be its round-the-clock availability rather than limiting when it can be used. Additionally, there are issues with some of the informational resources provided on the website. One link appears to be broken, and another directs users to information about a service that is no longer operational.

Website forms unavailable when practice needed most

Extremely disappointing experience at this practice. In addition to ongoing concerns, my child was unwell and required medical attention. When I attempted to contact the surgery, an automated message directed me to use their website due to staffing constraints, however the online appointment system was inaccessible due to staff absences. It appears the practice has created barriers that make it difficult for patients to access care. While I understand staffing challenges occur, the practice would benefit from either increasing their workforce or reviewing their current clinical team to improve service delivery.

Frustrated by slow messaging responses and delays

I found the experience at this surgery incredibly frustrating. Whenever I try to get in touch, I'm consistently directed to contact an alternative service. On this particular occasion, regarding a persistent concern that's been affecting me, I was informed of a significant delay before receiving a response. The wait felt particularly lengthy given that the practice was aware I would likely need further assistance, yet I was still asked to wait an extended period.

Frustrated by unclear answers on letter timings

Unable to assist, unwilling to assist, unclear which applies. Made multiple inquiries about when documentation would be authorised, received conflicting timescales of two weeks initially then eight weeks subsequently. Inconsistency is frustrating and action is needed.

Online system left me without proper support

It was frustrating to encounter online messages stating that assistance couldn't be provided and being directed to call 111 instead. Managing healthcare matters through digital channels proved stressful and inconvenient. I would prefer the ability to speak directly with someone by phone to arrange an appointment or receive a callback, rather than navigating online systems. There is concern that the current approach may have serious consequences for patients in the future. The practice should reconsider relying on pandemic-related explanations for service limitations.