Little Horton Lane Medical Centre

Impossible to reach surgery by phone

I have had a deeply frustrating experience trying to contact this surgery. I require an urgent appointment for a necessary medical test and have spent considerable time attempting to reach the practice throughout the day. My calls have either resulted in lengthy waiting periods or have been disconnected before I could speak with anyone. This has been extremely concerning given the importance of my appointment. When I have managed to connect with reception staff, I found the interactions to be unhelpful and unwelcoming. I feel the practice's communication systems and customer service approach require significant improvement, as the current experience falls well short of the standard I would expect from a healthcare provider.

Helpful clinicians but impossible to book appointments

The clinical team members are competent and provide good care. However, the overall service experience is disappointing due to difficulty obtaining appointments, as the telephone lines are frequently engaged and availability is limited when calls are answered. Additionally, the reception staff could be more courteous in their interactions with patients.

Reception staff were rude and unhelpful

The staff demonstrated poor courtesy and unhelpful behaviour, and appeared to lack adequate knowledge regarding the range of information and services offered at the practice.

Phone lines need urgent improvement

I recognise that many people are attempting to secure morning appointments, which naturally results in congested phone lines. However, needing to make numerous call attempts is quite frustrating. Additionally, when a connection is finally established, being left on hold for extended periods without a response is equally problematic. The reception staff interactions have been unpleasant. A more efficient telephone system would clearly be beneficial. Furthermore, when eventually reaching someone to request an afternoon slot due to work commitments, I was informed that later appointments are reserved for urgent cases. This seems unreasonable when appointments are available and should be allocated to those who need them.

Practice struggles with prescription coordination and phone access

The practice is difficult to reach by phone, and obtaining appointments is challenging. There have been ongoing issues with prescription management. A family member has experienced extended delays in receiving essential medication, with repeated assurances that the matter would be resolved and items would be dispatched, yet these have not materialised. When contacting the pharmacy for clarification, we were advised that nothing had been received from the practice and directed to follow up directly with them. This situation has been frustrating and problematic. I would not recommend this practice based on this experience.

Refused toilet access while heavily pregnant

Disappointing experience regarding attitude and service provision. While accompanying someone to an appointment, I was not permitted to use the facilities despite being in a vulnerable situation. This resulted in having to travel a considerable distance to access necessary facilities elsewhere. Subsequently, I experienced health concerns that required hospital attendance. The overall standard of care and service fell significantly short of expectations.

Phone lines constantly busy, appointments unavailable

I found my experience with this surgery to be quite frustrating. When I attempted to book an appointment early in the morning, I encountered persistent difficulties reaching the practice by phone, with the line remaining unavailable for an extended period before finally connecting. Upon getting through, I was informed that no appointments were available. This experience left me feeling that the practice may not prioritise patient access to care. Additionally, I was disappointed with the quality of the consultation I received, as I felt the clinician seemed rushed and dismissive. Based on this visit, I have decided to seek care elsewhere. I would caution prospective patients that appointment availability at this surgery appears to be limited and phone lines are frequently engaged.

Reception staff were dismissive and unhelpful

I found the service to be significantly below standard. The staff appeared unprofessional and dismissive in their interactions. Language support was not available at reception, which created communication barriers. There were charges of £50 for documentation requests, which the practice stated was their standard policy. Female practitioners were not available for private women's health consultations. With only a small number of clinicians on staff relative to the patient population, appointment availability was extremely limited. I would have preferred to seek care elsewhere, even if it meant longer wait times. Appointments frequently ran behind schedule, with delays of around 20 minutes before being called in. Overall, I would not recommend this practice. The experience fell well short of acceptable standards.

Reception staff made booking impossible

Unable to secure appointment slots, and the reception team's conduct was disappointing. The clinical staff were unhelpful throughout my experience. Additionally, there is a charge for obtaining medical records. Overall, the practice requires significant improvement.

Wrong medication prescribed nearly caused harm

The practice was unable to complete a task accurately, which resulted in receiving incorrect medication that posed a serious risk to my health.

Poor communication and unhelpful attitude

I would not recommend this practice to others. I had a very negative experience and was disappointed with the service provided. I would suggest looking at other reviews before deciding to attend.

Helpful staff who listen and care

Excellent healthcare professionals and team members who consistently prioritise patient care and demonstrate exceptional commitment to their work. I have been attending this practice for an extended period and have consistently experienced high-quality service without any concerns. I would strongly recommend this practice to others.

Couldn't get an appointment for weeks

The service provided was disappointing, and I found the staff to be unwelcoming. Over a period of several weeks, I made repeated daily attempts to secure an appointment or consultation, but was consistently told that no slots were available and advised to keep checking back regularly. This response felt unhelpful and frustrating. I would not recommend this practice to others.