Larwood Surgery

Larwood Surgery triage system is a mess

Absolutely dreadful experience at Larwood Surgery. Their "Smart Triage" system is a convoluted mess that's incredibly frustrating to use and consumes excessive time. The reception staff are fantastic and clearly want to help, but are severely restricted by the system's limitations. Getting an appointment with a physician seems practically impossible.

Quick walk-in clinic turned me away

Securing a consultation with a general practitioner requires scheduling ahead of time.

Waited an hour with a sick toddler

We've been registered with this practice for almost a year since moving to the area and fortunately hadn't needed their services until now. My toddler fell ill earlier in the week, and his symptoms gradually became more worrying, prompting me to call the surgery at 5pm after he'd been unwell for nearly 5 days and the weekend was approaching. After waiting in a queue for over 30 minutes, a doctor called back two hours later and requested to see him. By then, I had already put my son to bed for much-needed rest, so the doctor scheduled an appointment for the next day at 16.10 at a surgery slightly further from our local one. My husband was home with our son that day while I was working, but I left early to attend together, having spent most of the week caring for him. At 3:30pm, the doctor called to say he needed to make home visits and asked if we could come earlier. I explained I couldn't arrive in time, but my husband might be able to. He suggested coming in 15 minutes or seeing us at 4:45. I was uncertain how to confirm our attendance and avoid being stuck in a phone queue while driving. He simply said to come in. We arrived at 15:52, attempted to sign in at the machine, which didn't work, and queued to inform reception by 4pm, then sat down to wait. Shortly after 4pm, we saw the doctor leave with a backpack, turn off the lights, and hurry out. When I asked reception about this, they said our file was open and he would see us soon. We waited 30 minutes with a tired, poorly, and hungry toddler. Being 37 weeks pregnant, having recently received the RSV vaccine, and having worked all day, I was exhausted and frustrated. I returned to the desk, insisting the doctor had left. The helpful receptionist confirmed he was not in the building and found another doctor to see us at approximately 4:45pm, nearly an hour after our arrival. The replacement doctor was lovely. I believe the original doctor needs to understand the importance of appointments and consider the patients, especially children, given the nature of his profession. My son was extremely unwell when we got home, needing food and rest - a situation that could have been avoided had the doctor maintained our original appointment. This was a bizarre experience we hope never to repeat! Thanks to the receptionist and the doctor we eventually saw.

Terrible receptionist ruined my whole visit

Wish I could rate this zero stars. Completely terrible experience trying to schedule an appointment. The staff, particularly the receptionist, makes this medical practice unbearable. There are far superior healthcare providers available. Do yourself a favor and avoid this place to protect both your time and well-being.

Long wait times and zero help

Constantly overwhelmed, the staff appears either understaffed or simply unwilling to address patients' healthcare concerns effectively.

Shaf helped me sort dad's medication

I want to convey my heartfelt appreciation to Shaf, the clinical receptionist at Larwood surgery, for her exceptional service today and Monday evening. Larwood is incredibly fortunate to have such a remarkable team member. Shaf is professional, incredibly supportive, meticulous, and kind. She expertly resolved an issue with my 92-year-old father's medications, providing me with two detailed updates. I am immensely grateful and sincerely wish you the very best on the 9th of November 👶 👩‍🍼. Jackie xx

Impossible to get a doctor's appointment

Completely unacceptable, battling daily just to secure a slot, and even then it's hit or miss. The surgical center appears deserted whenever I pass by.

Impossible to reach doctor at 8am

After relocating from Sheffield to Gateford, I decided to switch medical practices and registered online. However, I received a notification requiring me to phone for a consultation regarding my prescriptions, specifically instructed to call at 8am. Over the past few days, I've attempted to call precisely at 8am, but each time the automated system informed me the queue was full and disconnected my call. As an asthmatic patient relying on three different medications, plus treatments for PTSD and Depression, this situation is incredibly frustrating. Fortunately, I still have a small supply of medications remaining. The challenge is further complicated by my work commitments, making it nearly impossible to take time off to wait in person at the medical practice for a consultation.

Worst receptionists blocking my child's care

The reception staff here are absolutely terrible. Phone wait times drag on for at least 40 minutes, with seemingly only one person handling calls, and even then, securing a doctor's appointment is impossible. The receptionists are incredibly arrogant, acting like they know more than anyone and speaking on behalf of the doctors without any real authority. They completely ignore patients, refusing to listen or provide any meaningful assistance. Their apparent goal is to push people away and prevent them from seeing a doctor at all costs. In my personal experience, I've been trying for two weeks to arrange a medical consultation for my young child, but a specific receptionist repeatedly dismisses my concerns without hearing me out. She arbitrarily declares my child's issue "not urgent," despite having no medical qualifications, potentially jeopardizing my child's health and safety. When patients express frustration and challenge their approach, these receptionists suggest changing services and then abruptly end the call, claiming they're being insulted. The entire experience is infuriating and deeply concerning.

Caring team helped me through my health journey

The medical professionals have been incredibly efficient and attentive from the start. My physician quickly arranged a CT scan and processed my blood tests within just seven days. The nursing staff have been administering my B12 loading doses with exceptional gentleness and consideration. They've consistently been warm and reassuring throughout my visits. I was particularly touched that they remembered my upcoming charity walk and inquired about it during my next appointment. This team truly exemplifies outstanding patient care, going far beyond standard medical treatment to make patients feel comfortable and supported. Special thanks to Richard for his professionalism in ensuring I received the appropriate treatment and necessary referrals. An outstanding group of healthcare professionals who deserve high praise. Excellent work, team. Keep it up! Xx

Larwood's registration team treated me badly

I recently became a Larwood customer, and a female staff member from the registration department spoke to me with utter contempt, treating me as if I were something unpleasant she had accidentally stepped on. Her demeanor was completely unprofessional and disrespectful. I've submitted a formal complaint and strongly urge others to do the same, not just by leaving an online review. It's crucial to alert management about the serious issues within their customer service department. When I filed my complaint, your response was to blame me, claiming I misunderstood and that the staff member wasn't actually rude - suggesting the entire incident was my fault. This response perfectly illustrates a deeply problematic culture of institutionalized poor behavior, tacitly approved by management who seem to consider such treatment acceptable. This is genuinely alarming!

Unhelpful surgery when moving between locations

They won't schedule a simple phone consultation with a physician solely because I'm changing medical practices, despite being aware it'll take a fortnight before I'm registered at the new GP. Avoid informing them about your surgery transfer, or they'll completely disregard providing essential medical assistance. Their approach is incredibly self-centered and short-sighted, which is shockingly unprofessional and contrary to what you'd expect from an NHS surgery. *Update, they respond a month later after the harm is already done, demonstrating the abysmal nature of their customer service policy. Seriously, never reveal you're switching surgeries, as they will absolutely undermine your healthcare needs.

Friendly staff helped me fast

This medical practice is top-notch, offering excellent healthcare professionals who provide outstanding service when you're seeking quality medical care.

Blood samples mixed up again

If a negative star rating existed, it would surely be popular! I am no longer a patient there, having transferred to Newgate, which operates as a medical practice truly should. It's incomprehensible how this clinic has escaped scrutiny from regulatory bodies - just examine the reviews and the issues become immediately apparent. I encountered numerous problematic interactions with various doctors, and when I raised concerns, I was dismissed and ultimately told to seek care elsewhere. This occurred despite them mistakenly sending someone else's blood samples with my documentation on two separate occasions, yet refusing to investigate. Their complaints procedure is completely ineffective. During my last attempt, the telephone numbers listed on their website were non-functional, which I formally reported in writing, but received no response. The practice partners, seemingly oblivious and self-absorbed, are entirely responsible for this dysfunction and are potentially jeopardizing patient safety with no apparent improvement. Those experiencing dissatisfaction should seriously consider transferring elsewhere. Concrete actions matter more than words, and as these reviews demonstrate, the practice doesn't even acknowledge the mounting criticism, remaining willfully blind to their significant systemic problems. URGENT: REQUIRES IMMEDIATE CLOSURE AND COMPREHENSIVE INVESTIGATION.

Parking's fine but good luck getting help

Larwood surgery in Worksop, the sole redeeming quality I can muster is the generous parking area - and that's being generous. Attempting to reach them early in the day is like trying to hit an impossible jackpot; getting through to speak with a medical professional is a pipe dream. Even when they promise a return call from a doctor, these commitments frequently evaporate into thin air. The fundamental dysfunction of this medical practice is staggering - securing an appointment is an exercise in futility, and their customer service is so abysmal it desperately requires a complete overhaul.

Frustrating phone consultations with empty waiting room

I've reached out multiple times about leg discomfort, and all I receive is a telephone consultation. How can a proper diagnosis possibly be made remotely? This practice used to be exceptional, but now they seem completely disinterested. When they claim they're fully booked, you can bet the waiting area is actually vacant and deserted.

Stuck in a frustrating contact loop

I'm constantly encountering roadblocks trying to access this service. The moment the online booking system becomes available, I attempt to schedule an appointment, only to receive a response suggesting I try again another day, ideally at the earliest possible time. However, I'm already reaching out at the very first opportunity. Furthermore, they advise me to contact reception directly if I want to see a doctor today. Yet when I attempt to do so, the automated system informs me that the receptionists are overwhelmed and recommends trying again later. This level of service is utterly unacceptable and completely inadequate.

Scary mix-up with my prescription pills

Consistently encountering errors when handling prescription drugs.

Doctors messing with my lifeline medications

I'm utterly appalled by the abysmal treatment I've received here. It's impossible to consult with your own physician or even see a doctor at all. I've been relying on crucial medication, only to have a doctor from Carlton—a location I've never visited—arbitrarily decide to discontinue my prescription without my input. Recently, the same physician called to inform me that another medication is being halted, again leaving me with no say. They demonstrated complete ignorance about my medical history and showed zero concern for my well-being. I've encountered countless issues with these healthcare providers who can't be bothered to properly address my needs, and getting a face-to-face appointment is virtually impossible. Why tamper with medications I've been taking for 14 and 7 years, respectively, without any explanation beyond a vague warning about potential fatal interactions? If the combination is so dangerous, why was it prescribed in the first place, and why did it take so long to notify me? It's absolutely ridiculous. From the doctors to the reception staff, there's a complete lack of empathy and professional care.

Quick response could have saved him

My husband consulted Dr Jaffar, a respiratory specialist GP, on 18/01/24. We received a clinic letter copy on 27/01/24, with another sent to Dr Oszelik at Larwood. The recommended GP action was to review and start an ACE inhibitor and SGLT2 inhibitor to optimize heart failure treatment. That was eight weeks ago, and we've heard absolutely nothing. No phone call, no medication changes. My husband's condition deteriorated rapidly, and on 21st March I went to the surgery requesting a home visit because he was struggling to breathe. His lips and fingernails had turned blue. The situation escalated, resulting in 4 paramedics and 2 ambulances arriving, and he was subsequently hospitalized. He remains in the respiratory ward.