Netherfield House Surgery

Phone lines weren't working after lunch

I attempted to contact the practice from early afternoon when they were meant to be available following their lunch break, but the voicemail message indicated the line was still closed. It seems unusual that they may not have noticed the phone system wasn't operational during their stated opening hours.

Reception staff made the wait worthwhile

Excellent practice where you might experience some waiting time, but it is certainly worthwhile. The reception team are wonderful and very supportive. The clinician I see is approachable and patient, taking the time to hear your concerns and discuss treatment options with you. Thank you to the practice.

Reception made me feel dismissed and unheard

I felt deeply upset by my recent appointment and left in tears. I was made to feel judged for seeking medical advice about what I believed to be a skin concern on my child's scalp. The clinician suggested the issue was simply dry skin and questioned why I was bringing my child in for this, asking if I needed professional support myself. Given my child's complex medical history, including previous significant surgeries and ongoing health needs, I felt my concerns were dismissed rather than taken seriously. The lack of empathy during the consultation was particularly distressing. I was advised to contact my health visitor for a second opinion, which felt contradictory given the earlier dismissal of my concerns. I have submitted a formal complaint as I do not believe this approach to patient care is acceptable. I intend to request a different clinician for future appointments. On a positive note, I have had excellent experiences with another clinician at the practice who demonstrates genuine care and professionalism in their work.

Receptionists made the wait feel worthwhile

At 62 years of age and having relocated several times throughout my life, I can genuinely say this practice represents the best healthcare experience I have received. While appointments occasionally run behind schedule, the wait is absolutely justified, and both the reception team and nursing staff perform their roles exceptionally well. This has been a notably superior experience compared to other medical practices I have attended previously.

Struggling to book appointments for months

My client attends this practice and feels dismissed by the service. I've been trying to arrange an appointment for two months but keep receiving phone calls instead, which isn't helpful when an in-person consultation is needed. My client has been unwell for a month. During an earlier visit, one clinician suggested the symptoms were psychological rather than physical. However, when seen by another clinician today, a diagnosis was provided promptly. It's frustrating that this situation has extended nearly a year, particularly given the previous suggestion that the concerns were not medically based. I'm very grateful to the clinician seen today for their thorough approach and support.

Staff helpful despite busy phone lines

Have been a patient at this practice for three decades. The team has consistently demonstrated helpfulness even during busy periods. The main area for improvement is the telephone system, as getting through can sometimes prove challenging and I have experienced lengthy wait times. However, when I required a prompt appointment recently, one was made available the same day. The clinical consultation was of a high standard. Grateful for the care provided.

Long phone queues made appointment access difficult

I waited on hold for an extended period before being instructed to call back the following morning at a specific time to arrange an appointment for my family member who required urgent care. I am grateful this is not my own medical practice. The difficulty in reaching the surgery and securing timely appointments is frustrating. This situation highlights why patients resort to hospital services. The practice needs to improve its patient care standards and accessibility to meet expectations appropriate to the healthcare system.

Reliable appointments and referrals every time

Have not experienced any issues, the service has consistently been excellent regarding scheduling and referral processes.

Phone queue waits are frustratingly long

I find the biggest problem is waiting over an hour for someone to answer the phone, and I keep getting cut off so I have to try again. Some of the clinical staff are very good, but the appointment system needs significant improvement. It would be helpful if there were more accessible ways to book appointments. It's clearly challenging for everyone involved.

Staff made time despite being busy

Recently relocated to the area and have found the entire team at this practice to be absolutely wonderful, from the front desk through to all clinical staff. Everyone has been genuinely friendly and considerate. While the practice does experience busy periods and scheduling can occasionally involve some waiting, the care and guidance I've received has been genuinely transformative for me.

Doctors really listened to my concerns

Brilliant clinical staff at this practice.

Reception staff could be more helpful

The practice manager is helpful and responsive. However, the reception team generally appears disengaged and this lack of attentiveness is quite noticeable.

Reception staff overstepped their authority

I have numerous concerns about the care my father has received. He has required hospital admission multiple times, which I believe resulted from clinical decisions I consider inappropriate. This led to serious complications including significant infection and tissue loss. I am particularly frustrated by interactions with reception staff who I felt were making medical judgments beyond their role, contradicting his medication needs despite his serious underlying health conditions. I am pursuing this matter further through legal channels.

Phone queue wait times are frustrating

It takes approximately six weeks to get through on the phone, and even then there is a risk of being disconnected. The surgery feels poorly managed in this regard.

Reception staff were dismissive and unhelpful

Disappointing experience, I'm surprised the practice hasn't faced more serious consequences for their service standards.

Appointment missed and staff dismissive on the phone

I felt the consultation lacked adequate interpersonal skills and appeared rushed. I had hoped to discuss pain management options for my ongoing back issue, but instead was referred to the pharmacy team without meaningful dialogue. Additionally, I had a pharmacy appointment scheduled for 9 am this morning. When no call came through, I contacted the surgery at 9.15 am and was told the appointment was still booked. However, by 9.58 am, I had still not received contact. This delay was frustrating and fell short of the service standard I would expect.

Surgery avoided phone appointments for months

I decided to leave this practice because they have been operating behind closed doors for approximately 18 months. During a period when medical support was genuinely needed, the practice remained inaccessible. The situation came to a head when I had to wait over 3 weeks just to arrange a remote consultation. It felt like the practice was not functioning as a proper medical service should.

Struggling to get appointments despite being in pain

I'm dissatisfied with this practice. Not only has the main entrance been inaccessible for an extended period, but accessing appointments with a clinician is problematic. Even when experiencing severe discomfort, there are significant delays. There is one clinician who provides excellent care and is available on a limited basis. The practice should consider resuming normal operations as soon as possible, as patient care standards appear to be declining. I eventually received a telephone consultation where I described my symptoms. The clinician then asked whether I wanted someone to examine this issue. This seemed an odd response, as anyone experiencing pain for a prolonged period would naturally want professional assessment. The clinician's manner came across as dismissive, and this was our first interaction. I am currently exploring alternative practices.

Emergency appointments hard to reach by phone

I found the emergency appointment system quite challenging to navigate, as same-day slots appear difficult to secure. You need to call at specific times in the morning or early afternoon, though the exact times seem unclear from the online information. Getting through can be problematic due to high call volumes at peak times. The clinical staff are pleasant and approachable, however the appointment booking process feels inefficient. I've heard from others that waiting lists for routine appointments tend to be quite lengthy at this practice.

Felt genuinely listened to during appointment

This review relates to my experience with my GP at the surgery. They are very considerate and take time with consultations rather than hurrying through assessments. They ask questions in a clear and accessible manner and genuinely listens to what patients have to say, which is an approach that other healthcare professionals could benefit from adopting.