Moat House Surgery

Terrible customer service and wasted my time

I showed up for my scheduled visit and ended up cooling my heels for 20 minutes. When I asked about the delay, they informed me that my appointment supposedly should have been cancelled. Absolutely terrible customer service.

Top-notch support that exceeded my expectations

Top-tier, exceptional service that truly stands out from the rest.

Terrible service and unprofessional medical staff

The front desk staff are utterly ineffective, with their sole talent being discourtesy. Dr. Khan displays a total lack of compassion, provides bare-minimum assistance, and consistently hurries through consultations while demonstrating clear disinterest. The communication within the medical practice is an absolute shambles, with staff making commitments that other team members are completely unaware of.

Frustrating reception but excellent medical care

The reception staff consistently appear disengaged and unaccommodating from my perspective as a general practitioner. It seems they've forgotten their fundamental role of serving the community and appear more interested in asserting their perceived authority. This is particularly disappointing because the medical professionals themselves are remarkably supportive and helpful.

Compassionate care from an amazing gp team

I recently visited my doctor's office and was truly appreciative of the exceptional service I received. Dr. Rochelle provided outstanding care, and the receptionist was equally warm and helpful. I want to express my sincere gratitude for their time and attention during my appointment this evening.

Impossible to get a doctor's appointment

I've made multiple attempts to schedule a consultation, and every single time I'm met with the same frustrating response that no appointments are available, being instructed to call back the next day. This system is absolutely appalling - the wait could potentially be life-threatening before you're able to receive any medical attention.

Terrible service and unprofessional customer support team

Steer clear of this place. The employees are disrespectful, untrustworthy, and completely uncooperative. They dodge data subject access requests and abruptly end phone conversations without resolution.

Excellent pediatric care at the moathouse clinic

Since relocating to the Moathouse in 2020, I've been thoroughly impressed with their medical care, especially when it comes to pediatric services. Their triage system is exceptional, allowing me to consult with a physician promptly after making a call to reception. I've consistently been able to secure in-person appointments for my children within a short timeframe after initial contact. Truly outstanding service!

Pandemic ruined what was once great service

The quality of service has dramatically declined since COVID-19 began.

Frustrating communication with zero customer support

The communication options through email and text are utterly abysmal. I was sent an imperious notification from the medical office demanding my blood pressure results, with no explanation provided and no means to seek clarification or respond.

Frustrating delay threatens patient's health urgently

I've been seeing this podiatrist since 2004, and during an early November 2022 appointment, she expressed concern about my lower left leg. After conducting tests, she discovered a blocked artery and provided a letter for my GP, which I promptly delivered to Moat House reception the following day. Three weeks passed with no communication, and upon inquiring, I was told the doctor was on leave and a reminder would be sent. Another three weeks went by with no response. I resorted to messaging the surgery's website and was given a test date the next month. Meanwhile, my condition worsened, significantly impacting my daily life and forcing me to cancel a holiday. When I visited the surgery seeking expedited attention, the receptionist discovered that the previous appointment was mistakenly a repeat of the November test. I was informed I'd need to wait until the new year for a specialist consultation. The apparent lack of direct doctor communication is deeply troubling, and the service I once trusted now seems unreliable precisely when I need it most.

Caring staff make medical visits less stressful

The nursing staff consistently demonstrate exceptional kindness and professionalism, effectively alleviating any patient nervousness. The front desk personnel are equally courteous and accommodating. While I haven't had an in-person medical appointment recently, I've participated in several telephone consultations that, although somewhat unconventional, successfully addressed my healthcare inquiries.

Great service from amazing team members

The personnel here are top-notch. They're incredibly welcoming and demonstrate tremendous dedication to their work.

Exceptional service from start to finish

Exceptional interactions with all personnel, from front desk to medical team. Seamless online scheduling, clear communication, and welcoming healthcare professionals who create a positive atmosphere throughout the entire experience.

Friendly staff make shopping experience smooth

Always on the go, yet consistently ready to assist.

Frustrating telehealth experience with unhelpful doctor

During a phone consultation about my potential mouth shingles, I struggled to capture images of the oral ulcers. The GP dominated the conversation, talking over me without genuinely inquiring about my condition. Despite being a long-standing patient and NHS professional, I found the service shockingly inadequate. Their apparent lack of empathy and willingness to listen was deeply distressing. I'm on the verge of tears due to this treatment. Moreover, I strongly object to being required to disclose personal medical details to reception staff when requesting an appointment.

Frustrating healthcare experience with poor patient support

Seeking medical help for a persistent condition that isn't improving. Attempted to schedule an appointment online, but the process was incredibly frustrating. Called the clinic, only to find myself 10th in line at 11:15 AM. The website demands I diagnose my own issue and identify the most suitable healthcare professional. It seems the doctors are more interested in NHS funding than actually providing care.

Compassionate care from an amazing doctor

I'm not typically one to visit medical professionals unless necessary, but I had a recent appointment for a non-critical matter. Dr. Sam impressed me with her professionalism, compassion, and meticulous approach. I truly appreciate her exceptional care.

Amazing doctors and staff at this clinic

The staff at the front desk are welcoming, and the administrative personnel are efficient and well-coordinated. They boast an exceptional lineup of top-tier physicians in the region.

Great healthcare despite challenging pandemic times

I've always been someone who avoids medical check-ups, a habit I've maintained for years. However, recently I've had to seek medical attention, and I've been pleasantly amazed by the exceptional care and follow-up I've received, particularly given the current challenging circumstances. A follow-up call today checking on my medication prompted me to share this review. Considering the present healthcare environment, the service has been outstanding, with both my local healthcare providers and East Surrey hospital delivering top-notch care. I'm thoroughly impressed and have absolutely no criticisms. Sincere gratitude to all the healthcare professionals involved in my treatment.