Saffron Health Partnership

Phone lines overwhelmed, no appointments available

I attempted to contact the practice at 8am but was unable to get through until 8.05am, as the line appeared to be unavailable beforehand. When I finally connected, I found there were over 20 people ahead of me in the queue. After waiting for a considerable time to speak with someone, I was informed that no appointments were available. The staff member I spoke with came across as dismissive and lacked understanding of my situation.

Struggling to book appointments and get follow-ups

It is extremely challenging to secure an appointment at this practice. There appears to be a lack of continuity regarding correspondence received from secondary care services. The front desk staff seem to be operating under considerable strain and may be being asked to perform duties beyond their appropriate scope in terms of patient assessment and clinical prioritisation.

Difficult to get an appointment here

The practice consistently struggles with doctor availability.

Impossible to get through on the phone queue

Why do I contribute to the system when I struggle to access the services I'm funding??? Getting an appointment at this practice has been consistently difficult over an extended period. Attempting to call during opening hours results in long wait times, and even after getting through, there are frequently no available slots. The service feels inadequate and falls short of expectations.

Couldn't get through on the phone

This practice appears to be poorly managed, with significant concerns about the quality of care and organisation.

Struggling to book an appointment here

If you manage to get an appointment with a clinician, they are excellent. The problem lies in how the practice is run. The systems in place create a sense of despair that accessing care will be difficult. There appears to be a lack of collaborative approach within the practice.

Forty calls needed to reach the reception queue

I would prefer to give no stars if possible. After experiencing illness for several days, I attempted to book an appointment. I began calling early in the morning and, after numerous attempts, eventually reached an automated message requesting me to select an option for a callback. The callback came through later that morning, but I was informed that all appointments were fully booked and was directed to contact the alternative service. My concern was ultimately addressed several hours later through an evening appointment at a local centre. I am concerned about how this situation might affect older patients who may become discouraged by the process and potentially resort to emergency services instead.

Receptionist made booking straightforward and pleasant

I've just finished speaking with the receptionist at the practice. They demonstrated professionalism and courtesy throughout our conversation, making the interaction straightforward and pleasant. My appointment was arranged without any complications. Much appreciated.

Appointment booking system leaves patients frustrated

The appointment booking system feels outdated - there's a frantic scramble at 8am each morning which overwhelms the phone lines, and all available slots disappear within twenty minutes. Non-urgent appointments cannot be reserved in advance, and there is no digital triage option available. The overall system appears inefficient and frustrating to navigate. The team members are considerate and clearly not responsible for these limitations, but the practice would benefit from modernising its processes to match the standard offered by comparable facilities nearby. After a short period of registration, I have decided to transfer to another practice. The service requires substantial changes to become functional and user-friendly.

Long phone queues made booking impossible

I switched to a different practice because I've attempted to book an appointment for my child on multiple occasions over recent weeks. Each time I've called early in the morning, I've been kept waiting in a queue for well over an hour, only to be told once I finally reach someone that there are no available slots and I need to try again later.

Staff showed genuine care beyond appointments

The clinical team at this surgery has consistently accommodated my father's appointment needs with a friendly approach. Our family has been registered here since the beginning, and both my parents and I felt we could not have asked for better care. The practice has shown genuine compassion, with staff members demonstrating their commitment beyond standard clinical duties. While we face challenging circumstances with an expanding local population and insufficient new facilities to meet demand, this reflects broader systemic issues rather than any shortcoming of this particular practice. The surgery continues to provide excellent service despite these external pressures.

Struggling to book appointments at this practice

It is extremely difficult to obtain an appointment at this practice. The local area has experienced significant population growth in recent years, yet the medical facilities available do not appear to have expanded accordingly. This mismatch between demand and resources seems to be contributing to the challenges the surgery faces. It would be beneficial if local planning decisions took into account the need for adequate healthcare infrastructure to support new residential development.

Impossible to book an appointment here

I would rate this practice lower if the system allowed it. Obtaining an appointment is extremely frustrating. Calls can last an hour only to be informed that all slots are unavailable, and this situation can persist for multiple consecutive days. Certain health concerns do not warrant using emergency services, yet the practice's online booking system does not permit appointment reservations. The alternative of arriving early in the morning to queue is not feasible for everyone, particularly those with specific health needs or work commitments. This has been my poorest experience with a GP practice, and the situation has noticeably deteriorated over the last several years.

Struggled to book an appointment

Had a very poor experience attempting to book an appointment for a family member.

Staff couldn't manage the appointment time

A telephone appointment was scheduled for the morning by the surgery, which the staff member was unable to keep. An attempt was made to contact me earlier than the scheduled time while I was at work in an area with no signal, and I was unaware of this call. Subsequently, I was held responsible for missing the appointment. The handling of this situation reflected poor organisation and a lack of consideration for patient circumstances.

Reception staff were genuinely kind and helpful

I wanted to share a positive experience given the number of critical reviews visible here. I'm registered at one of the branch locations within this practice. Recently, I requested a GP appointment and was able to see someone the same afternoon at another branch. The clinician was wonderful and took the time to thoroughly explain everything to me. The receptionist working that day was equally impressive—they were kind, helpful, and genuinely pleasant throughout my visit. While I'm aware the practice faces some challenges, my experience was excellent and I have no concerns to raise.

Long phone hold with no appointments available

Got a message asking me to ring the next day to arrange an appointment. After waiting on hold for over an hour and forty minutes, I finally connected with someone who came across as quite dismissive, simply stating that no appointments were available and suggesting I try calling back the following week. This was frustrating given that the practice had been the one to request I make contact. It seems reasonable to expect that slots would be reserved for these types of callback requests. I would have rated this experience higher if the system had allowed it, but felt compelled to give the lowest available score. The whole experience left me feeling quite disillusioned with the service. Based on this encounter, it appears that unless you're among the earliest callers, the effort of holding on the line is unlikely to result in securing an appointment.

Reception staff were dismissive and aggressive on the phone

I am extremely frustrated with the reception team's approach during my recent interaction. I called today to inquire about a referral matter. I was told that the case wasn't a priority and that other patients were being dealt with first. While I understand that multiple patients require referrals, the manner in which this was communicated felt unnecessarily harsh and dismissive. The tone of the conversation was aggressive, which seemed uncalled for given that I was simply asking routine questions. When I requested to speak with a manager and asked for a callback, the staff member raised their voice and suggested I was being confrontational. Shortly after, the same person became upset and attempted to apologize, mentioning that they are a parent and therefore understand my concerns. However, this felt contradictory given that moments earlier I had been accused of being aggressive, when in reality I was asking straightforward questions that fall within their job responsibilities. I am deeply disappointed by what I perceive as a lack of empathy, thoughtfulness, and basic courtesy from the reception team. The practice should reflect on how their staff interact with patients seeking help.

Receptionist unhelpful, impossible to reach GP

The reception staff have been unhelpful and dismissive during my attempts to reach the practice. I was instructed to call back the following morning, despite having contacted the surgery daily for an extended period. When seeking assistance, I was repeatedly directed to alternative services or told to submit a formal complaint. I have an important healthcare matter that requires discussion with my GP, as advised by the hospital, but have been unable to arrange this. The overall service experience has been poor, and I was unable to obtain necessary documentation when needed.

Phone system makes booking impossible

Disappointing experience - when I attempted to contact the practice, I was met with an automated system right away. There appeared to be no option to speak with reception staff or arrange an appointment through this method. I have decided to register with a different GP surgery as a result.