Larwood Surgery

Emily saved the day at reception

Exceptional patient care I want to express my heartfelt gratitude to Emily at the front desk for her incredible assistance on 18/03/24. She truly went above and beyond to resolve the confusion I was experiencing, breaking through the bureaucratic maze with genuine compassion. Her dedication and attentiveness meant that everything was successfully resolved by the following morning on 19/03/24. A massive thank you to Emily, who is absolutely wonderful

Frustrating wait times for new patients

Scheduling a consultation is practically impossible with this office. Every time I try to book, I'm met with endless roadblocks and frustration. Their availability seems non-existent, and getting through to make an appointment feels like an exercise in futility.

Andrea made my doctor's visit smooth

I'd like to express my sincere appreciation to Andrea for her exceptional assistance during my registration and setup at the medical practice. She was incredibly empathetic to my circumstances and demonstrated remarkable warmth and compassion. Her service was absolutely outstanding, and I would rate her a perfect 10 out of 10.

Late again with broken phones

Absolutely awful service. Promised to be operational by 9am, but even by 9:30 they're still not ready and the phone lines are completely non-functional. Completely worthless.

Useless. Terrible service.

They are terrible. Can't get hold of medicine or appointments. Told me the next appointment was 3 months time and Even tho the hospital has told them to prescribe me medicine they wouldn't prescribe it to me.

Frustrating wait during morning phone hours

I'm confident the personnel are exceptional, but it's frustrating that I can't interact with them because the phone lines are constantly busy right at 8 o'clock. The digital platform is currently non-functional. The medical facility advised me to urgently reach out to my primary care physician following my release, yet I've been completely unable to make contact.

Data nightmare with customer support

I'm convinced they either misplaced my sensitive information and then deliberately misled me about its recovery, or they managed to lose my data on two separate occasions. Both scenarios are completely unacceptable.

Frustrating customer support nightmare

Frustratingly unhelpful automated phone system that seems designed to prevent actual human contact. Every menu leads to another menu, and the voice recognition is terrible. I just want to speak to a real person, but this system keeps redirecting me in circles. Completely inefficient and maddening.

Frustrating wait for nhs app verification

I'm attempting to secure a recurring medication prescription through the NHS app, but the verification process is dragging on for 48 hours. When I tried calling the medical practice, their phone system is overwhelmed and immediately disconnects my call. I'm genuinely concerned about what would happen if I required immediate medical attention or consultation.

Endless wait with sick child

Can't access medical care due to endless waitlists and emergency-only slots. The system is completely broken. I've contributed national insurance payments my entire working life, yet I'm unable to secure a timely appointment for my sick child. The NHS has utterly failed me. Is it possible to get a refund of my national insurance contributions????????????

Friendly staff made all the difference

After three decades with Newgate Medical, where the atmosphere was unwelcoming and staff seemed disinterested, treating patients like an inconvenience, I decided to switch to Larwood Surgery. This was absolutely the right move. The reception team here is exceptional - genuinely eager to assist and making patients feel valued, with a warm and courteous approach. Dr Sullivan followed through precisely on his commitment to contact me, which reinforces my confidence in my choice. I'm genuinely looking forward to being part of this practice for the foreseeable future. I want to express my appreciation for the professionalism, kindness, and smooth service I've experienced so far. Sincere thanks for creating such a positive healthcare environment. Warm regards, Chris Hill.

Rude reception staff causing serious concerns

On 05/12/23, I encountered an extremely poor reception experience. The surgical reception team appeared to be overstepping their professional boundaries by making clinical judgments at the front desk. The practice seems unaware that proper information governance requires careful, secure management and sharing of patient data. I have serious doubts about whether they are adhering to the Care Quality Commission's fundamental standards, which has left me deeply dissatisfied with their service.

Online booking system needs work

Refilling medications is a smooth process. The diabetes care team is excellent, but the online appointment scheduling system seems perpetually unavailable when I attempt to use it. Regrettably, many senior citizens aren't comfortable with or have limited access to digital technologies and internet services.

Ignored my contact preference again

I'm perplexed by the contradictory option to indicate your availability for contact, which seems completely ignored as they proceed to call regardless. After failing to reach you, they leave a message suggesting you must restart the entire procedure if you still require help. This approach is incredibly exasperating for working professionals who are unable to immediately answer phone calls!

Terrible service after 18 years of loyalty

absolute disaster of a surgical procedure, and now it seems they've switched their call center once more, which, like all their other services, is completely non-functional. After being a loyal patient for nearly two decades, I'm now greeted with "your details cannot be recognized" - COMPLETE MORONS

Frustrating and disorganized healthcare nightmare

I'm typically spared from having to interact with this medical practice, but when I do, it fills me with anxiety. Their communication and coordination are so poor that it's no surprise patients become exasperated and resort to emergency services. The National Health Service seems completely dysfunctional. Should I ever have the means to secure private health coverage, I'll absolutely choose that alternative without hesitation.

Dangerous doctor who stopped my wife's meds

This general practitioner is absolutely terrible and by far the most incompetent medical professional I've encountered. They recklessly discontinued my wife's medication without a proper tapering process, which is medically irresponsible and potentially life-threatening. Additionally, the doctor has been repeatedly dishonest about the rationale behind their actions. Their communication is equally poor, failing to provide clear, basic instructions such as specifying the exact timing for submitting medical samples.

Endless calls, no help, pure frustration

I've been struggling to contact the medical practice, with multiple failed attempts yesterday morning when I was disconnected, and later finding only emergency lines available. This morning, I'm still unable to book an appointment and was told to return Monday, with no explanation of how they can determine my issue isn't urgent. The practice's service is absolutely terrible. I've never even met my assigned GP, and the doctors seem to rush through consultations, giving barely 5 minutes instead of the promised 10. They appear more interested in quickly dismissing patients than providing proper care. Their approach is forcing patients to seek help at A&E for issues they should be handling. I simply requested an open letter, which apparently requires a three-week wait for a phone call. This is unacceptable. I long for the days of compassionate GPs who genuinely listened to patients and took time to understand their concerns. The current healthcare system is deeply worrying, and I fear for patients' wellbeing. Something needs to change urgently.

Quick and helpful nhs app support

Utilized the NHS application to arrange a consultation and antibiotic prescription, received a callback within a couple of hours from a delightful nurse, prescription processed, collected shortly after—truly exceptional service

Kasia's quick and helpful service

Kasia, I appreciate your help. Your service was extremely competent and well-executed.