Priory Surgery

Terrible service with unprofessional and hostile customer approach

Upon my initial contact to schedule a service, I was taken aback by the staff's hostile and confrontational demeanor. Their approach left me thoroughly disheartened and frustrated.

Worst customer service ever, avoid at all costs

Their customer service is absolutely terrible with phone communication. For the past three weeks, I've been attempting to reach them, but they consistently fail to answer. Even when I was preparing for my surgery and tried calling directly, the line remained perpetually busy while their staff appeared to be casually chatting among themselves, completely ignoring incoming calls. I'm completely frustrated and unsure how to proceed. Does anyone have advice on how to handle this situation or help me navigate this problematic surgical arrangement?

Terrible medical office with rude and unprofessional staff

Terrible patient intake process 😞 with intrusive questioning and lack of empathy. The reception staff seems more interested in interrogating you than providing medical care. If you don't blindly comply with their demands or challenge their approach, you'll be denied proper service, despite seeking medical attention.

Exceptional healthcare that truly cares for patients

During my five-year association with Priory, my experience has been overwhelmingly positive, with just one staff interaction being less than pleasant. After suffering a stroke on Tuesday, August 1st, I was truly impressed by the exceptional care and support from the surgery team. They have been consistently attentive, proactively reaching out to me, managing my medication, providing assistance, and fulfilling their commitments with remarkable professionalism and genuine compassion. I extend my heartfelt gratitude and commend their outstanding service. Adam Fisher

Terrible doctor failed to help my gout

During my holiday, my Gout became severely aggravated, preventing me from sleeping for 4 consecutive days. Upon returning, I promptly consulted my GP and met Dr. Latif. She immediately identified the condition as gout and prescribed Colchicine (immense gratitude!!!) while providing a blood test form, recommending testing in 6 weeks. Considerately, she printed the form, knowing my wife, a Healthcare Professional, could perform the blood draw, thus streamlining the process. On 31/07/2023, I scheduled a phone consultation with Dr. Bal - a decision I deeply regret. I attempted to explain my need for additional Colchicine, highlighting my daytime comfort but extreme nighttime pain and sleeplessness. My goal was managing gout-related inflammation and discomfort. However, he flatly refused prescription, dismissively suggesting Ibuprofen (which I've been taking for weeks) and Naproxen. Furthermore, he challenged Dr. Latif's diagnosis, suggesting I undergo blood tests for "proper" confirmation. This implied my previous diagnosis was somehow questionable, despite my wife's professional healthcare expertise. I even offered photographic evidence, which he summarily ignored. This isn't an isolated incident of him disregarding patient concerns. Is this the standard of care my tax contributions support? I categorically refuse future consultations with him, whether in-person or remote. It's frustrating that while dedicated staff like receptionists work diligently to secure appointments, an ineffective GP demonstrates such poor patient interaction. The surgery should mandate communication and interpersonal skills training, utilizing Continuing Professional Development opportunities to enhance healthcare professionals' empathy and listening abilities.

Terrible reception ruins good doctors at this surgery

It's utterly disheartening. The true irony is that the doctors are genuinely kind and competent. No issues whatsoever with the medical professionals. However, the reception staff are abysmal. This isn't a recent development... it's been progressively deteriorating. I first registered with the surgery in 2017, completely unaware of the staff's poor attitude. I'm aware many patients despise interacting with them, and given the consistently poor Google reviews, I'm certain improvements are unlikely. My sole purpose in writing this is to caution others against joining this practice. Please seek an alternative with staff who aren't dismissive and discourteous. Think I'm exaggerating? Example one: I called when my nearly two-year-old was extremely unwell. I knew it wasn't a simple cold. I politely requested a doctor, suspecting scarlet fever due to an outbreak in our nursery. I was asked, "Can your daughter wait until tomorrow to see a doctor?" No, I responded. This is definitely urgent. I was met with an audible sigh. Then told a doctor would call back. She did indeed have scarlet fever. Example two: I received a telephone invitation for a 1:30 appointment. Arriving at 1:15, I found the door locked with a sign indicating the surgery was closed until 2. Peculiar. I knocked - no response. Tried the bell, which seemingly didn't work. Called the surgery - no answer. Eventually, a staff member emerged, suggesting I "bang hard on the door" to be heard. Absurd. Upon entering, I was confronted by an abrupt woman who claimed it was a telephone consultation and the messaging was unclear - implying it was my fault. When I attempted to explain, she retorted, "I didn't send the text." I have more examples. I dread falling ill. Dread it. We understand the NHS is struggling. That cannot be blamed on staff. But when the staff are less than pleasant, you want to avoid them. So here's my review: Avoid.

Frustrating phone service with endless busy signals

I've relied on this service for years, but my patience is wearing thin. Reaching them by phone has become nearly impossible. For the past fortnight, I've been attempting to connect, and today alone, I've made 104 calls—each time greeted only by an endless busy signal. Is implementing a basic call waiting system really such a complex task?

Friendly doctors made my medical visit amazing

I thoroughly enjoyed my visit, with the medical staff being exceptionally kind and welcoming throughout my time there.

Terrible service and unhelpful medical staff nightmare

Something is seriously amiss with this medical practice!!!! Their phone line remains engaged until late morning, despite their website claiming they open at 8am... The reception staff are utterly incompetent, discourteous, negligent, and arrogant.... I visited to obtain medical records for myself and my daughter due to relocation plans, and was instructed to contact them after finding a new practice before accessing information. Upon doing so and having my new surgery request my NHS number, I called to retrieve the details, only to have the information flatly refused... They insisted I must return in person with identification. I attempted to explain I was many miles away, but the staff member was completely indifferent.... Their customer service attitude is abysmal and profoundly unhelpful.... Now I'm forced to contact NHS direct to secure our medical records so we can register with a new practice... This medical practice demands investigation by local authorities... Not only is scheduling an appointment impossible, but even basic communication with reception is a nightmare... Steer clear of this surgery!!!!

Longtime patient disappointed by declining medical service

I've been a patient at this medical practice since childhood, spanning decades. Regrettably, I've observed a steady decline in its overall quality over time. While there are still some truly exceptional physicians working here, the same cannot be said for the administrative staff. The receptionists are consistently rude and completely unaccommodating, making each interaction a frustrating experience.

Lifesaving diagnosis behind a seemingly minor complaint

I was initially placed on a waiting list to consult Dr Nice about what seemed like a trivial digestive concern. After 8 weeks, I found myself undergoing surgery for bowel cancer. The level of thoroughness and exceptional medical attention I received was truly remarkable.

Frustrating customer support that leaves you dry

Extracting customer support feels like an impossible archaeological dig, with each interaction more frustrating than the last. Communication seems deliberately obstructive, and resolving even the simplest issue requires an extraordinary amount of patience and persistence.

Terrible service with rude and unhelpful staff

Despite the long wait times, the reception staff display a shocking lack of empathy and courtesy during interactions. As someone employed in the NHS, I understand the importance of maintaining a compassionate demeanor, even when unable to fully address a patient's needs. Their dismissive and indifferent attitude is completely inappropriate and unacceptable.

Lifesaver that solved my biggest problem fast

This product was a real lifesaver! It did exactly what I needed and made my task so much easier. I'd definitely recommend it to anyone looking for a straightforward solution to their problem.

Terrible customer service that left me frustrated

Discourteous, disrespectful, and utterly pointless when seeking assistance. Steer clear entirely - you'll be much happier without the hassle!

Frustrating medical practice with terrible appointment system

I've been attempting to schedule an appointment for my 10-year-old for months, and it's impractical to call every morning at 8 am. By 8:20-8:30, they're always fully booked and extremely busy. Other registered patients have shared similar frustrations, making me wonder who actually gets these daily appointments. Today, I finally got through, but by 8:20 the receptionist said they were fully booked again. I emphasized the importance, mentioning my child hasn't been seen in ages, so she agreed to squeeze in an urgent slot. Unfortunately, after being occupied all morning, I briefly used the bathroom, and that's precisely when the doctor called. Within 3-4 minutes of missing the call, I rang back and explained the situation to the receptionist. She coldly stated she couldn't guarantee a callback since I'd missed my turn. When I tried explaining, she sternly told me I'm "supposed to take your phone everywhere," even suggesting I should have it with me in the bathroom. 😯 Seriously? My husband overheard and became furious, yelling at the staff. The doctor eventually called back, but this experience is typical of their poor service. I strongly recommend avoiding this practice - I'm definitely changing healthcare providers soon.

Worst medical service ever avoid this surgery

The customer service here is absolutely appalling! The reception staff display such rudeness and lack of assistance that it's completely unacceptable. They seem to exist solely to repeatedly suggest "call between 8 to 9 tomorrow morning, we're fully booked today". No matter how consistently I attempt to call during those specified hours, the calls always get dropped, making it impossible to reach them. What a disgraceful approach to patient care! I desperately needed urgent medical attention and spent weeks unsuccessfully trying to contact them, which ultimately worsened my condition. Eventually, I resorted to calling 111 and fortunately secured an emergency appointment. The receptionists at Priory surgery are extraordinarily unhelpful and should be replaced immediately. Their role is to support patients, yet they do the exact opposite. There's no alternative communication method like email or messaging - just a dysfunctional phone line. Is this the level of service we're paying substantial National Insurance contributions for? Whenever challenged, they consistently blame staff shortages. My perspective is that staffing challenges are universal, so what are they actually doing to fulfill their professional responsibilities? I am profoundly and repeatedly disappointed.

Terrible service and zero patient care at clinic

I attempted to contact the clinic repeatedly this morning, dialing 72 times before 8 AM until I finally connected. Upon reaching them, I was placed on hold, waiting to speak with the receptionist. After providing my information, I was informed that the doctor is absent due to personal matters and that all appointment slots are completely filled. Does this medical practice show any regard for their patients? I have not consulted with a physician since 2019.

Terrible gp practice with zero patient care

Truly, this is the most incompetent, disrespectful, and utterly useless general practitioner I've ever encountered. The way they treat their vulnerable and disabled patients is nothing short of appalling. You could spend hours dialing (as I have, repeatedly this morning) and never even hear a single ring. They insist they aren't understaffed, yet all the doctors work part-time, clearly demonstrating their complete indifference to the fact that over 90% of their patients cannot receive any medical attention or advice. It's painfully evident they're solely motivated by their paycheck. As a disabled individual, I've spent over two years desperately seeking support. During my last interaction, the GP displayed absolute contempt, suggesting I simply "try harder." How can a supposedly trained medical professional have the audacity to tell a disabled person to "try harder" in managing their developmental disorder? It's completely ridiculous! Countless promises of assistance have been made, but no one actually follows through, leaving me with absolutely nothing. Not a single GP demonstrates any genuine interest in listening to patients or showing the slightest bit of compassion.

Terrible service and unhelpful receptionists at priory

Priory Surgery Highwycombe is hands down the most abysmal medical practice I've ever encountered! While the doctors are just doing their job, the reception staff are a complete disaster. They consistently ignore patient calls, and on the rare occasion they do answer, they provide absolutely zero assistance. They desperately need to either overhaul their entire staff or simply close down altogether!!