Harraton Surgery

Phone queues can test your patience here

I feel sympathetic towards the clinical team when I read some of the other reviews, as the reception staff have consistently been helpful to me, and while the senior GP has a fairly relaxed manner, I've always found him approachable. There have certainly been occasions where I've felt solutions could have been more forthcoming, but I have received joint injections for my condition, and the younger GP who works midweek has a particularly proactive and engaged approach, readily arranging onward referrals; following consultations with him, I've undergone joint surgery and am awaiting further procedures alongside weight management support. The service has been excellent in this regard. The main factors preventing a perfect rating are occasional delays when calling the practice and repeated requests for feedback surveys following appointments, though I recognise these may be unavoidable. There have also been a couple of instances where prescribed medication wasn't available immediately, though these were always resolved at the next contact; no service is without fault. I think some of the other feedback is somewhat unfair given the demands placed on the team and their responsibilities. On a personal level, I've even brought in gifts to show my appreciation for their assistance. Regarding reviews that do raise concerns, I wonder whether there might be additional context to those situations that isn't apparent; I haven't personally experienced the senior GP as being disengaged from patient care. It's true that when he first took on the role, there were occasional issues with appointment punctuality, but this has improved considerably over time and is no longer something I find problematic.

Confusing appointment windows and vague diagnoses

Extremely disappointed with the service received. I was given a telephone appointment window of 10am to 12:30pm and waited for confirmation text, only to discover the actual slot was 8:30am to 11am. When no call came through at the expected time, I contacted the practice to be told it wasn't a fixed appointment slot. I was very frustrated by this lack of clarity. Additionally, I'm concerned about the diagnostic process. My partner was initially given one diagnosis, but it later transpired there was a far more serious underlying condition that had been missed. As for my own situation, I've been on the waiting list for assessment of a long-standing condition that I experience daily, yet my notes describe it as minor. After suffering with this for over six months, I don't feel this characterisation is accurate, and I've received limited specific guidance on managing it. Overall, I feel let down by the level of care and communication provided.

Receptionist's rude attitude left me frustrated

I would give zero stars if that were possible. The reception staff could benefit from improved communication skills and a more courteous approach. I found the overall experience quite disappointing. Operating with limited clinical staff resulted in significant delays, and I was frustrated waiting well over 45 minutes past my scheduled appointment time while managing a young child. When I raised my concerns, the response felt dismissive and unhelpful. This visit fell well short of what I would expect from a healthcare facility and has left me with serious reservations about returning.

Felt dismissed without proper examination

If you attend this practice, I would suggest considering other clinicians for your appointments. During my visits, I found that concerns were not fully explored, and my account of symptoms was not given adequate consideration. I attended with chest discomfort, which I felt could be connected to my current medication regimen. However, I was advised that my age made a cardiac cause unlikely without a thorough examination taking place, and the appointment concluded. This pattern of feeling unheard has occurred across multiple visits to this clinician.

Long wait for pain relief support

This surgery provided an unsatisfactory experience, as pain relief medication was not provided for several days during a period of significant discomfort. The level of care received fell well short of expectations and raises serious concerns about the quality of service being delivered.

Struggling to get medication paperwork signed

The practice has been unable to process straightforward requests submitted by my midwife for medication authorisation. I have followed up on this matter multiple times now and remain without resolution, despite nearly a week having passed.

Conflicting advice left me completely confused

A member of the clinical team indicated I may have a potential health concern that could necessitate treatment, however the clinician's assessment concluded there was no issue, while the results visible through the patient portal appeared significantly abnormal. I am uncertain how to proceed given these conflicting interpretations.

Poor pain management and delayed testing

Extremely disappointing experience regarding the care provided, including concerns about treatment approaches, insufficient pain relief measures, and delays in carrying out necessary assessments. Unfortunately, the rating system does not allow for a zero-star option.

Struggling to get medication sorted out

Over the past year, I have noticed a decline in the standard of care at this surgery. I have experienced issues with medication not being authorised due to oversights, and I find myself regularly having to follow up on prescriptions. I have had consultations where I felt the clinician was dismissive and did not thoroughly review my medical history or conduct a proper examination. I have concerns about the accuracy of diagnoses I have received on multiple occasions, and this has also affected my family members. I now actively avoid booking appointments with this particular clinician.

Appointments running on time and helpful consultations

Attended two recent nursing appointments at the practice, both of which ran punctually with no delays. A telephone consultation for a medication review with nursing staff proved to be particularly helpful. A subsequent follow-up call from a clinician was also valued. The practice appears to be making positive progress.

Long wait for urgent skin concern appointment

Extremely disappointing experience. When expressing concerns about a potential serious skin condition, I was informed that the earliest available appointment would be in a week's time. I was directed to contact NHS 111 for assistance instead. I found this response quite frustrating.

Reception staff rudeness and lost test samples repeatedly

This has been the worst surgery I have been registered with. The majority of reception staff come across as unwelcoming, the premises are outdated and would benefit from refurbishment, parking is extremely limited, and there have been several instances where samples we provided have gone missing, requiring us to provide new ones after following up on results weeks later. Getting an appointment is extremely difficult. I called just after 8am to request an appointment only to be informed they were fully booked, and when I asked about alternative dates I was told appointments can only be booked on the day and to ring back at 8am the following morning. It seems unusual that all slots would be taken within minutes of the lines opening. Additionally, I found my experience with one particular clinician to be very disappointing. He appeared disengaged with patients, and on one occasion my partner had to wait over half an hour before being called in while he was occupied on his phone. During my own appointment, I had to wait for him to finish texting before he would engage with me. He does not appear to listen properly to what patients are saying, and his standard recommendation seems to be over-the-counter pain relief for most issues. The overall impression was that business operations took priority over patient care. I would rate this practice at the lowest possible level, and I am relieved to no longer be registered there.

Receptionist had to ask twice for help

I found the experience disappointing overall. The clinician seemed disengaged and dismissive of my concerns. When I requested a brief report, the receptionist followed up on my behalf twice without receiving a response. I noticed the approach appeared to differ when dealing with my partner, which struck me as odd. Based on my visit, I would suggest considering alternative options elsewhere.

Questionnaire process doesn't help get appointments

Over the past year, I have noticed that on the infrequent occasions when I need to contact a clinician, there is invariably an unclear questionnaire to complete that ultimately seems to lead nowhere (though I acknowledge this may not be the case for everyone). I should emphasise that the clinicians themselves are excellent when you do manage to speak with one. I would urge the practice management to consider implementing some form of monitoring system that could help improve the overall patient experience and satisfaction levels.

Reception staff blocked access to clinical care

The overall quality of this practice has noticeably deteriorated over recent years. The clinical team themselves are competent, however accessing them proves challenging due to unhelpful and dismissive behaviour from the front desk staff. I remain without results from a routine test a week on, and cannot be seen by a clinician until these arrive. My next available appointment is not for a fortnight. Patients experiencing acute and worsening symptoms should not face such extended waits, and administrative staff should not be positioned as gatekeepers to determine clinical urgency. When attempting to contact the surgery, I waited in the phone queue for nearly an hour without response. I eventually drove to the location at 4pm to verify the practice was operational. Despite two reception staff being present and no doctor in the building, the phones went unanswered despite patients in the waiting area. The practice demonstrates a fundamental lack of consideration for the needs of registered patients seeking care. I am actively seeking alternative provision elsewhere.

Repeated appointment delays caused unnecessary A&E visits

I am writing this review on behalf of my partner who has been experiencing swelling in and around the eye approximately once or twice monthly over the past 18 months. The hospital has been investigating this matter and has provided considerable support. The clinical team are aware of the situation and have indicated that each episode requires prompt antibiotic treatment, emphasising that "medication must be obtained urgently as swelling in this area is dangerous and could potentially affect vision". Despite the clinical team being informed of this requirement on multiple occasions, there have been consistent difficulties in securing appointments, whether in person or by telephone, and subsequently in having prescriptions sent to the pharmacy on the same day. This has led to my partner attending accident and emergency unnecessarily to obtain immediate medication and then obtain a prescription from the hospital—a matter that should have been resolved by the practice. I have attempted to address this concern twice through conversations with the practice management, who appeared more focused on explaining existing procedures rather than collaborating to identify a resolution. Greater communication between the clinical team and the hospital, along with more time spent understanding the patient's circumstances, might free up appointments for others at both the practice and hospital, and would avoid the embarrassment of having to attend emergency services due to inadequate support from the practice. The practice management terminated my call, stating I was raising my voice, though I did not believe this to be the case. I have also noted that responses to reviews on this platform frequently reference similar concerns from other patients. The overall rating of 2.4 stars and the pattern of one-star reviews in chronological order suggest systemic issues within this practice. As practice management, I would expect concern about the level of service being provided, though it appears management may be contributing to these problems. A formal complaint will be submitted both internally and to the relevant regulatory body, and this matter will remain unresolved until properly addressed.

Medication refill request left hanging without appointment

I contacted the practice on Friday to request an appointment due to running out of my medication. I was advised to call back at 8 o'clock on Monday morning. When I rang at that time, after a 15-minute wait I spoke with someone from the surgery who listened to my explanation about my medication and symptoms. However, I was informed that no appointments were currently available. This has left me without the medication I require. I found the level of care and support provided to be disappointing.

Long wait for urgent abdominal symptoms

I contacted the practice regarding abdominal discomfort and bleeding symptoms. The earliest available appointment was eight days away. I mentioned that my symptoms were causing sleep disruption, and was told that a referral to A&E would be arranged, which made me question the purpose of attending the practice appointment.

Reception dismissed serious symptoms without escalation

I have been a patient at this practice for 26 years and I am disappointed by what I perceive as a decline in how the practice is managed. In my experience, the team has not demonstrated the level of compassion and attentiveness I would expect. I recently had a urinary tract infection that initially appeared to resolve following a course of antibiotics. When I attempted to book an appointment with a clinician, I was informed that no slots were available. This led me to attend an urgent care centre, where I was assessed. Unfortunately, my symptoms returned, so I requested a test kit to be sent to the practice. Upon returning the kit, I mentioned to the receptionist that the accompanying information indicated I should not submit the test if I was experiencing three particular symptoms and should instead see a clinician. I explained that I was experiencing all three of these symptoms. The receptionist advised me to place it in the collection basket and continued with their other tasks. I subsequently experienced significant discomfort during the weekend, particularly in the area of my lower back. It appears the infection progressed, which is concerning given that such infections can become serious if not treated promptly. After waiting five days for my results, I was advised that I require antibiotics. I feel that earlier intervention could have prevented this progression. I have concerns about the standard of care I have received and whether I can continue to feel confident in this practice. Unless there are significant improvements, I am considering registering elsewhere, as I no longer feel assured about my safety and wellbeing under their care.

Long phone queues left me cut off

I found it frustrating that the reception phones were placed on hold so close to closing time. I was waiting in the queue for an extended period, and after checking on another matter elsewhere, I called back only to discover I was still in the same position in the queue. Unfortunately, my call was disconnected at the closing time.