Larwood Surgery

Prescription refills are a constant headache

Every time I seek medical assistance or need to refill my prescription, I consistently encounter problems and setbacks. Particularly with prescriptions, I genuinely can't recall a single instance where I've managed to complete the process without experiencing some form of delay.

Endless wait after being first in queue

I'm encountering difficulties accessing the hub, so I've called to request a doctor's callback - a simple request that shouldn't be complicated, and certainly not akin to asking for a miraculous lottery win. Initially, I felt optimistic when the system informed me I was first in the queue (what a promising start, I thought), but after enduring 17 excruciating minutes of repetitive background music and automated messages that I now know verbatim, I'm still waiting for an actual human to pick up the phone. The irony is palpable: how can I be first in line yet continue to be left hanging, listening to the same endless loop of information????

Booking tool fails patients every time

The online booking system for appointments is constantly down, which is incredibly frustrating. I'm completely understanding about not getting same-day slots, but it's absurd that you can only book future appointments during specific, limited timeframes that suit their schedule. This practice seems to forget that the surgery exists to serve its registered patients, who should be able to schedule appointments when needed. Such inflexibility will undoubtedly discourage people from seeking medical care when necessary. Attempting to book by phone is equally challenging - after enduring around 10 minutes of automated messages, you're often told appointments can't be made, and frequently the lines are so congested that calls simply disconnect. Prior to the pandemic, securing same-day appointments or consultation calls was straightforward and effective. Their current appointment management system is completely dysfunctional. Given the substantial volume of complaints, it's bewildering why they haven't reverted to their pre-covid booking methods, which worked perfectly for everyone. They must be hemorrhaging patients, and I personally intend to register with a practice where accessing medical care isn't such an arduous ordeal.

Impossible to see a doctor during shifts

It's become nearly impossible to connect with healthcare professionals nowadays. My extensive 12-hour rotating shift schedule means I have zero opportunity to schedule appointments without sacrificing my entire day off. The automated phone system has grown increasingly complex and frustrating, so I've reluctantly switched to online booking - which seems precisely what they intended. Having grown up in an era when doctors would visit patients at home, I'm deeply disappointed by how impersonal medical care has become.

Waited hours without seeing anyone

Terrible experience with zero medical consultation. The service was completely unacceptable and utterly disgusting, with no opportunity to even meet with a healthcare professional.

Nightmare trying to book a doctor's appointment

Getting an appointment here is like trying to spot Santa - completely futile. Their phone lines are perpetually jammed, and the online booking system crashes from overwhelming demand. They insist you call at 8am, which is impossible for those of us with jobs. I'm frustrated because I can't even rate the doctors since I can't manage to schedule an appointment in the first place.

long wait times drive me crazy

As many have noted, this surgery was previously exceptional. The doctors still seem great (though I haven't personally met one in ages) - and the receptionists remain friendly and genuinely try to assist. However, the problem lies in the incredibly long waiting times, typically around 20 people deep, and securing a face-to-face consultation is nearly impossible - comparable to arranging a royal audience. It feels like they're intentionally discouraging patients from making contact. Everything is handled via telephone, with no specific appointment times provided. For someone like myself who cannot take personal calls during work hours, this creates significant challenges. I absolutely dread any interaction with the surgery, which is particularly problematic given my ongoing health condition. The additional stress is overwhelming, especially when my current life is already stressful. There's something fundamentally wrong when your medical practice causes more anxiety and distress than it alleviates.

Pharmacy website never works when needed

Completely worthless. Whenever I attempt to utilize the digital platform for prescription orders, they're perpetually unavailable. From what I understand, physical visits aren't even an option anymore. Absolutely absurd.

Receptionist staff overheard our private talk

We visited on Friday and while conversing with the receptionist, two additional administrative employees gathered nearby and intently listened to our entire conversation. What has become of patient privacy and discretion?

Endless phone calls, zero doctor time

Unable to secure a proper doctor's consultation, with healthcare professionals only available via phone if an appointment is even possible. I've been registered at this practice for two years and have never managed a face-to-face meeting. They constantly question the urgency of my concerns, but if the issue were truly critical, I'd be heading to the emergency room. A general practitioner should be accessible for addressing minor or ongoing health issues, yet that seems impossible here.

Frustrating wait times for new patients

Scheduling a consultation here is a complete nightmare.

Larwood surgeries left me completely baffled

I'm utterly perplexed by the current state of Larwood surgeries and its apparent decline. Before the pandemic, the practice seemed relatively functional, with accessible appointments and responsive communication. Now, it's a complete void of service. The most frustrating aspect is their automated message declaring, "We're exclusively handling emergencies, so for emergencies, call 999!" Wait, so if it's an emergency, I should call emergency services? And if it's not an emergency, I shouldn't reach out to my GP? So precisely when am I supposed to contact my GP? What value do they even provide anymore?

Impossible to get a simple doctor's appointment

Attempting to schedule a pediatric consultation was a nightmare! The automated system coldly suggested calling emergency services for any urgent concerns, or bizarrely recommending a pharmacy for stomach issues. Since when do pharmacists replace medical professionals? There's absolutely no way to connect with an actual human unless you're seeking a COVID vaccination, and even then, the call drops. This healthcare system is completely dysfunctional. The frustration is so intense that a zero-star rating would be a generous assessment of their incompetence.

Painful wait for knee help

Excruciating knee pain and frustration with medical access. Limited communication windows of just 4 hours on specific weekday mornings. Phone support and online assistance completely unavailable Monday and Tuesday. Medical professionals continuing to leverage COVID as a justification for avoiding patient consultations. How much longer will they exploit the "unprecedented times" narrative? During my visit, only a single patient was waiting to see a doctor in an otherwise empty waiting room.

Medication mix-up left me desperate

Never imagined I would write a negative review about my long-standing doctor of 40 years. For two weeks, I've been desperately trying to obtain critical medication essential to my health. They did send medication, but it was completely incorrect. I'm unsure whether cancer, medication unavailability, the bureaucratic arguments between Weston Park and my GP about medication costs, or their apparent disinterest will finish me off first. I'm contemplating abandoning this country after decades of tax contributions, especially when those who've contributed nothing seem to receive better service than me. I've worked continuously since 1965, taking only two days off, yet receive worse treatment than someone with a minor injury. In the waiting room, I observe people with trivial issues getting immediate attention: broken fingernails, domestic violence injuries, botched tattoos, drug overdoses, and self-inflicted problems. Meanwhile, I was told 18 months ago that my cancer could be treatable, but they're "too busy." What will happen when the NHS systematically eliminates genuinely ill, hardworking contributors like myself? Larwood represents not an isolated incident, but a broader systemic failure. We are all deteriorating, and there's no future for dedicated working people.

Impossible to schedule a doctor's visit

Getting an appointment here is like trying to catch a unicorn. If you're working from dawn, seeing a doctor becomes an impossible dream. Those with the luxury of making calls during work hours might boost their odds from absolutely zero to a microscopic fraction. The healthcare service is utterly disappointing. I'd much rather redirect my monthly NHS tax contributions toward private health insurance. Switching medical practices was unquestionably the smartest decision I've made.

Phone support was a total nightmare

Absolutely abysmal customer service. They've had their phone lines open, yet no one has bothered to answer despite continuous ringing. They conveniently hide behind the excuse of a full queue, making it impossible to get through.

Broken promises and covid chaos

I initially departed from my prior medical procedure with the assurance that scheduling an appointment would be seamless. However, that turned out to be completely false. As other patients have mentioned, this facility used to provide excellent service but has significantly declined. UPDATE - How long will this clinic continue using Covid as a pretext to avoid in-person consultations and keep doctors from seeing patients directly? They claimed I didn't require a face-to-face appointment, yet I found myself transported to the emergency room via ambulance just hours later. Clearly, something is fundamentally wrong with their current approach and it urgently requires resolution.

Surgery wait times are ridiculous

Another prime illustration of today's substandard service quality. The practice advises patients to reach out no earlier than 8am for improved odds of consulting a doctor or connecting with the medical office, yet even when you dial precisely at 8am, you're invariably informed they're overwhelmed just ten minutes later. Complete nonsense. If your medical condition worsens, you can directly attribute the blame to the surgery's abysmal responsiveness and inability to schedule timely appointments.

Receptionist's unhelpful response drove me crazy

Why does the reception staff believe it's appropriate to respond to an online inquiry through SystemOnline or a similar platform by simply suggesting "visit your local pharmacy" (via an unreplyable text message)? The patient has already followed their initial advice without resolution, causing the issue to persist far longer than necessary. This is precisely why they are reaching out to the doctors! The individual seeks consultation from a doctor or specialist, not guidance from a receptionist. It's incredibly frustrating to have to open another case just to repeat the same request made initially. Please stop wasting my time. Apart from this irritation with their online communication system, I have no other complaints with their service.