Little Horton Lane Medical Centre

Phone lines take forever to answer

If I could give this practice a minus star, I would. When you call, there are significant delays in getting through to someone. When you request an appointment, you're frequently told they have no availability or the clinician isn't working, and booking for the next day isn't possible either. I've been in the waiting area when the phone has rung and the reception staff have appeared distracted with personal matters rather than answering the desk phone... Honestly, the capability level of some of these staff members working for the NHS is probably contributing to the wider challenges the service faces... When they do eventually answer, you feel so relieved to hear someone's voice that you overlook other aspects of the interaction that might otherwise concern you. The reception staff come across as unwelcoming. I missed a call from them and when I called back, I was made to feel like I was creating unnecessary work. I specified we needed to see a female clinician, and yet they arranged an appointment with a male clinician, who then referred the matter back for a female clinician... The reception staff member needs to be familiar with the practice procedures instead of making the patient feel blamed for wasting time. I've submitted a formal complaint and I'm considering escalating the matter further... This practice does not appear to be meeting the required standards and warrants thorough review. The service falls short of expectations, particularly given that it's publicly funded and should be serving the community with appropriate professionalism.... I would recommend considering alternative practices if possible.

Reception dismissed my concerns about pain management

I would strongly advise against using this practice. During my three months as a patient, I experienced what felt like dismissive and unsupportive care. I attended seven appointments during this period due to ongoing pain concerns, but found the experience frustrating. During one appointment, I was called into a meeting with management where I felt my concerns were minimised and my need for appointments was questioned. When I was unable to provide a urine sample due to my condition, I was told to rebook rather than having this addressed at the time. Subsequently, I required a three-day hospital admission where I received antibiotics and stronger pain management, which I believe could have been prevented with more thorough initial assessment. I have since left the practice and do not intend to return. I felt that my health concerns were not prioritised, and I am disappointed by my overall experience. I am currently in the process of registering elsewhere and would recommend others carefully consider their choice of practice.

Long wait on the phone line unanswered

I'm quite frustrated with the service experience I had. After waiting for 45 minutes despite being first in the queue, I wasn't able to reach anyone to assist me. It felt like the support simply wasn't available when needed, which was disappointing.

Long waits to book appointments here

The appointment booking process involves considerable waiting times. Communication with patients could be improved.

Difficult phone access and unwelcoming reception staff

The receptionist and practice management at this surgery represent some of the most unwelcoming service I have encountered in healthcare. Access to appointments appears straightforward for those without employment, yet considerably more challenging for working individuals unable to contact the practice during early morning hours. The facility operates with outdated equipment, and the appointment scheduling system is poorly organised. I intend to lodge a formal complaint regarding my experience with the management. I am aware of numerous former patients who have transferred to alternative surgeries, citing similar concerns. While the clinical staff and other reception team members have been pleasant, the overall experience has been significantly impacted by interactions with certain management personnel, whose approach seems unsuitable for a patient-facing environment. Following a recent serious health event, I missed two scheduled appointments due to feeling unwell and unable to attend. I apologised promptly upon recovery, yet the practice subsequently removed me from their patient list without notice. This has resulted in no ongoing care, no follow-up support, and continued dismissive treatment from reception staff. I now have unaddressed health concerns that require medical attention, am unable to access repeat medications, and have no registered practice. The manner in which this situation was handled appears inappropriate and raises concerns about the standard of care provided. Should you prefer to be treated dismissively or made to feel burdensome, this practice may suit you. However, I would strongly recommend seeking alternative healthcare provision if possible.

Prescribed moisturiser for persistent rash issue

The experience was quite frustrating. My young child developed a widespread granular rash across their body. After several days of managing the symptoms at home with standard skincare products and antihistamines, I took them to see the healthcare provider. The prescribed treatment seemed inadequate for addressing the issue, which was disappointing.

Reception staff were dismissive and unhelpful

The administrative staff demonstrated a lack of courtesy, and the clinical practitioners appeared unavailable to see patients, seemingly focused only on receiving government funding rather than providing care. The reception team's demeanor was particularly unwelcoming. It is frustrating that despite contributing through taxation, the service received felt dismissive and unhelpful.

Reception staff made booking appointments unnecessarily difficult

If I could give this surgery a lower rating, I would, primarily because of concerns about the reception team's approach. I found the telephone interactions to be unhelpful, and it appeared that staff were making judgements about whether appointments were necessary rather than simply facilitating access. Of the several reception staff members I've interacted with recently, most displayed what I perceived as dismissive attitudes and a lack of warmth. The clinical staff themselves have been reasonably approachable. However, obtaining an appointment has proven quite difficult, as the reception team seemed reluctant to assist with scheduling. I found it surprising that individuals with such limited interpersonal skills and professionalism appear to be working in a healthcare setting where these qualities are particularly important.

Reception staff were dismissive and unhelpful

The staff at this practice displayed unprofessional behaviour. Both the reception team and clinical staff came across as dismissive and condescending. My elderly relative attended for a routine appointment and experienced a concerning interaction where clinical information was communicated in an upsetting manner, followed by a retraction. This caused significant distress. The overall experience was marked by anxiety throughout the appointment process, with staff interactions feeling hostile rather than supportive. If you find yourself in a similar situation, it is worth considering whether another practice might better meet your needs, as you are not obligated to remain with your current surgery.

Staff weren't welcoming at the reception desk

The staff at this practice were not welcoming or courteous during my visit.

Long phone waits and unhelpful reception staff

I found the practice to be extremely frustrating. Calling at any time of day results in lengthy wait times exceeding two hours. When attempting to visit in person, requests for assistance go unanswered. On the rare occasions when contact is made with reception staff, interactions have been dismissive and unhelpful, with little regard for patient needs. While the clinical staff themselves are pleasant and approachable, accessing appointments is exceptionally difficult. I was unable to secure a consultation for an extended period despite investing significant time in phone calls, only to be repeatedly told no availability existed. Additionally, I had concerns about the practice's adherence to certain guidelines. Due to these persistent issues, I made the decision to transfer my entire family to an alternative practice. I would advise others to carefully consider whether this is the right choice for their healthcare needs.

Reception staff made difficult times manageable

I have had multiple interactions with this practice over an extended period during challenging times, and my family and I are registered patients. The level of care and attention provided has been exceptional. Every team member demonstrates helpfulness, compassion and kindness. The clinical staff have consistently exceeded my expectations through their professional knowledge and genuine empathy. I would like to particularly acknowledge the receptionist who has shown remarkable care and support, making a significant difference to my experience. I could not have managed without their assistance, and they exemplify the dedication of NHS staff. I also want to extend special thanks to the nurse practitioner for their support and to all members of the team. Thank you for your commitment and excellent service.

Long wait and no appointments available

The service fell short of expectations. After waiting on hold for an extended period, I was informed that no appointments could be scheduled. This was particularly frustrating given that the appointment was needed for someone in a vulnerable situation who genuinely required medical attention. Instead, I was directed to obtain medication from a pharmacy at personal expense, despite being eligible for free provision. The overall experience was disappointing and left me feeling let down by the care received.

Phone queue frustrating but staff resolved issue quickly

Whilst I can understand the frustration with telephone accessibility, particularly after waiting in the queue for a considerable time, when I visited in person and spoke with the staff member at the intercom, they proved to be extremely helpful and promptly arranged for another team member to assist us regarding an issue with inaccurate information on a health-related app. This staff member took full responsibility for resolving the matter, clearly communicated their approach, committed to following up once completed, and provided an alternative contact method should any issues arise. Upon checking, the problem has now been rectified. I'm grateful to both the team member who assisted directly and the one who answered the intercom - after multiple unsuccessful attempts through other channels and previous visits to relevant clinics, these two individuals resolved the issue swiftly, managed our expectations appropriately, and brought considerable relief to a family member preparing for an important life transition.

Long wait times on the phone line

I experienced an exceptionally lengthy wait time, spending over an hour and a half attempting to reach the surgery by phone. The extended delay was quite frustrating.

Phone queue system needs urgent improvement

Extremely disappointing experience. I have decided to leave this practice. At my former medical centre, I never experienced such lengthy telephone waiting times. When I called, I was informed of my queue position, but it remained unchanged for an extended period despite the wait. For anyone considering registering with a medical practice, I would recommend exploring other options, as I found this one to be unsatisfactory.

Long wait followed by dismissive phone advice

The service fell short of expectations. After a lengthy wait, I was asked to ring back the following morning and was told the timing of my call was the issue. Rather than arranging an appointment, I was directed towards self-medication options instead. This approach felt unprofessional and frustrating.

Reception staff didn't listen to my concerns

This practice has significant issues. The reception staff do not appear to listen attentively during phone calls and occasionally adopt an inappropriate tone. I would not suggest this surgery to others.

Long wait times and dismissive reception staff

If you want a disappointing healthcare experience, I would suggest looking elsewhere. The service provided fell significantly short of expectations, and the overall encounter was concerning and unsatisfactory. I would recommend considering alternative options.

Difficult to get repeat prescriptions without appointment

I find the service to be quite disappointing overall. I regularly need a particular medication for seasonal allergies every one or two months, and each time I request it, I ask the staff to ensure the doctor specifies the exact brand I require. However, this instruction is frequently not followed, and the pharmacy dispenses a generic alternative instead, which is ineffective for me and represents wasted expense. I'm increasingly frustrated, and obtaining doctor appointments has become even more difficult. During a visit last July when I came to request a repeat prescription, I arrived at the medical centre on time only to find the entrance closed. After someone came out to assist me, I explained I needed my prescription. They initially directed me to collect it from the pharmacy, but I clarified that I typically collect prescriptions from the GP reception rather than the pharmacy. The staff member returned to check and then informed me it had been sent for home delivery. I explained this was incorrect as I had not requested delivery and there would be no one at home to receive it. After another check, they returned saying the medication was unavailable at that location. I asked if they could simply provide me with the prescription so I could locate it elsewhere, as I was aware of several pharmacies nearby. Instead, they indicated the medicine was only available at a specific location further away. Given my frustration with the interaction, I did not pursue other options and went to the pharmacy they mentioned. The medication I needed was just two inhalers. I found the entire situation unnecessarily complicated. While I appreciate the administrative work the medical centre undertakes, I feel there is excessive focus on paperwork at the expense of patient care and service.