Saffron Health Partnership

Phone system failures made booking impossible

The phone system experienced issues this morning, making it difficult to connect. I attempted to reach the practice multiple times during the early morning period before eventually gaining access to the queue system. After waiting for an extended period, I was informed that no appointments remained available and was advised to contact the surgery again the following day, which presents challenges when managing full-time employment. When contact is successfully made, the appointment booking process requires discussing personal medical information with reception staff, and there is a sense of needing to demonstrate the necessity of an appointment, which feels particularly burdensome when unwell and causes considerable stress. I left the interaction feeling frustrated and with the impression that the practice's current systems do not adequately meet patient support needs.

Impossible phone queues block basic care access

I found the experience disappointing. The appointment booking system requires significant time investment, as I spent considerable periods on hold attempting to reach someone. I was informed that routine medication reviews cannot be scheduled ahead of time and instead require daily morning calls to secure an available slot, whereas other types of reviews appear to have advance booking options. This inconsistency felt frustrating and made accessing routine care unnecessarily difficult.

Phone queue delays make appointments frustratingly difficult

I feel the appointment system here is unnecessarily complicated and frustrating. The process of getting approval for a consultation involves lengthy phone calls, and even when given a timeframe for contact, the timing is often unreliable. If you happen to miss the call, you must begin the entire process again from scratch. Once you do connect with a clinician, you may then be able to arrange an in-person visit. This system appears to be poorly managed and creates unnecessary barriers to accessing care. I believe this is a matter of how the practice operates rather than external circumstances.

Impossible to get through on the phone

Have not had a positive experience with this practice. Attempted to contact them shortly after opening and made multiple call attempts, with each one being disconnected. When I finally got through, I was kept waiting on hold for an extended period.

Long wait on phone, unhelpful response

After contacting an out-of-hours service regarding a health concern, I was advised to reach out to my GP urgently due to the seriousness of the matter. When I attempted to call the practice, I experienced a lengthy wait time before being told that this was a common occurrence and that I should try calling back later. I found the overall experience to be disappointing.

Impossible to book appointments with the practice

It is extremely difficult to obtain an appointment with a clinician at this practice, which has resulted in having to contact alternative services instead. The availability of appointments is a significant concern and this matter requires urgent attention to improve access to care.

Long phone queues made appointment booking impossible

The service was extremely disappointing. I was unable to book any appointments through the online system as none appeared to be available. When I called today, I experienced a very long wait despite being fourth in the queue, with a significant portion of that time spent as the next caller. Eventually I had to end the call as the wait had consumed my entire lunch break. It is frustrating to feel that patients are not being treated with consideration in this way.

Appointments vanish before morning surgery ends

All appointments seem to be fully booked by early morning, which raises questions about availability. Accessing clinical care requires considerable effort. The automated messaging system discourages contact outside of emergencies, which feels counterintuitive given the practice's role in patient support. A procedure I've been waiting several months for appears to have limited clinic availability, with only one clinician currently offering it, and no further sessions have been scheduled. I'm aware of a case where someone was directed to emergency services for a condition that might have been managed with antibiotics in primary care. Interactions with reception staff can leave patients feeling more frustrated rather than supported. The overall standard of care feels disappointing, particularly as there are clearly capable clinicians working there.

Reception staff was unnecessarily rude on exit

I attempted to obtain antibiotics, but the healthcare professional indicated that a prolonged symptom duration would be necessary before that medication could be prescribed. Additionally, as I was leaving, another staff member spoke to me in a manner that felt unwelcoming, questioning whether I should be in that area and directing me toward the exit.

Phone queue chaos made routine appointments impossible

I accessed private healthcare through my work insurance to expedite support for a sleep-related condition, but my referral was delayed due to the practice not being involved in the initial stages. I was instructed to call at 8am to arrange a routine appointment, which I have attempted twice. On both occasions, after waiting approximately an hour to get through, I was informed that all available slots had already been taken. During my most recent call, I was advised that I should have been able to secure an appointment within the first 11 minutes, though this proved unrealistic given that I was already 20th in the queue when the lines opened. The only suggestion provided was to contact the practice again the following day. Calling repeatedly and spending an hour each time only to face the same result is not a practical solution for me. I find it concerning that a). this appears to be the standard experience for anyone seeking a routine appointment and b). despite making efforts to accelerate my care through private insurance, the practice created obstacles to my progress based on administrative procedures. I would rate this practice at the lowest possible level.

Reception staff ignored long phone queue

I observed the reception area through the windows and noticed a significant queue appearing on the phone system while the receptionist did not appear to be engaged in calls and seemed to be taking a break. Other staff members also appeared to be on breaks at the same time. The practice would benefit from significant improvements in its operations and I intend to lodge a formal complaint. The service felt inadequate and I felt dismissed throughout my experience. I was positioned 46th in the phone queue and waited for approximately an hour while reception capacity seemed underutilised. Additionally, I felt the practice frequently directs patients toward hospital services rather than providing appointments for consultation. I believe certain matters that could be appropriately managed in primary care were redirected to hospital instead.

Friendly reception made the visit pleasant

I have nothing but positive feedback to share and would gladly suggest this practice to others.

Phone staff weren't sympathetic about hair loss

The department was unhelpful when my friend called regarding a health concern. The response over the phone was dismissive, which was very disappointing.