Tattenham Health Centre

Reception staff didn't understand my request

The reception team proved quite unhelpful, struggling to comprehend or follow straightforward requests, which made interactions rather difficult. The clinical staff were similarly disappointing. This practice may be worth avoiding.

Reception phone lines need urgent improvement

My daughter had to call an ambulance for me recently. I had already arranged a telephone consultation scheduled for that day, but the ambulance crew felt that an in-person visit would be more appropriate. The crew attempted to contact the practice by phone to discuss this, but after waiting for an extended period, their calls went unanswered. They eventually decided to visit the surgery in person to speak with the clinical staff and arrange a new appointment, which they then confirmed with me. While I have no concerns about the clinical care I received, I do feel that improvements are needed with how telephone calls are being handled at reception. It's concerning that an ambulance had to spend time on this matter when it could potentially have been available for other emergencies.

Long waits on the phone for appointments

The clinical staff are wonderful, however the appointment booking process and phone lines present challenges. Whenever I contact reception, I find myself waiting on hold for extended periods, even when calling at opening time.

Friendly staff who actually listened to me

Highly recommended and couldn't ask for a better service, from friendly, attentive clinical staff willing to listen and go the extra mile.

Difficult to reach by phone most days

The practice has significant issues with accessibility, particularly with phone lines that frequently go unanswered regardless of how many times you try calling throughout the day, a problem that existed well before the pandemic. Some clinicians appear rushed during appointments and seem unwilling to address patient questions or concerns. However, the practice does employ some exceptional clinicians who provide outstanding care and demonstrate genuine commitment to their patients, which is greatly appreciated.

Couldn't get face to face appointments

The overall service experience was disappointing, though the clinical staff members were excellent. It is unfortunate that in-person appointments are no longer available.

Website system makes practice feel impersonal

Excellent clinical staff, however the practice has become increasingly impersonal with the reliance on a poorly designed and difficult-to-navigate online system. There is genuine worry that patients may be overlooked due to the significant barriers in making direct contact with someone. It is unfortunate, as this practice was previously of the highest standard.

Website booking system keeps going in circles

I have found the online system to be incredibly frustrating and stressful to navigate. Despite entering all the correct information, the process seems to loop endlessly without resolution. It appears that multiple practices use the same platform, so switching surgeries would not resolve the issue. This is now the second occasion I have experienced this problem.

Phone queue issues left referral unprocessed

My partner has attempted to contact the practice on multiple occasions, with each call lasting around 45 minutes before being disconnected. She was calling to follow up on a referral for a procedure that she had been waiting several months to receive. Upon inquiry, it became apparent that the referral had not been submitted as expected. This experience has left us feeling frustrated with the level of organisation at the practice. We are considering transferring to an alternative surgery once this matter is resolved.

Long phone wait to book nurse appointment

I attempted to schedule an appointment for a routine blood test with the nursing team. Despite being first in the telephone queue, I experienced a lengthy wait of over 40 minutes before speaking with a member of the reception team. I found the administrative staff to be unhelpful and felt the overall service fell well below my expectations.

Reception staff unhelpful and communication letters never arrived

Registered here in February but never received a letter confirming my registration with the practice. I also didn't get a letter informing me who my assigned doctor would be, and no letter inviting me for a routine health check following my transfer from my previous practice, which should have been sent. The reception staff came across as unhelpful and dismissive. When I went in requesting a self-certificate, I was told they don't issue them and that I would need to obtain one from the doctor instead. I did receive a certificate from the doctor without having a face-to-face appointment, though I had to describe my symptoms to the receptionist who then forwarded these to the doctor via email. According to the certificate, I had a flu-like illness, but I wasn't offered any treatment or support from the doctor. When I attempted to book an appointment a few weeks later, I was unable to get through after spending around 50 minutes on hold and eventually gave up trying.

Couldn't get through on the phone queue

I had difficulty reaching the practice by telephone, spending a considerable amount of time attempting to get through during the afternoon. This was frustrating.

Poor care led to missed diagnosis and complications

I need to visit my GP regularly and have decided to leave the practice due to experiencing what I feel has been inadequate care over the past few years. I believe a condition was not identified during consultations, which subsequently required surgical intervention. Following this, I was prescribed medication for a complication that later necessitated a further procedure. On another occasion, I felt that post-operative care was not managed appropriately, resulting in a wound issue that required emergency department attendance. These represent some of the concerns I have had regarding my overall experience at this practice.

Staff listened and took time to help

Excellent healthcare professionals with a genuinely helpful team who take the time to listen to your concerns.

Staff who actually listen to patients

The team here is wonderful. The clinicians are attentive and take time to hear what you have to say. Appointments are typically available the same day when you call early in the morning. The facilities are well-maintained and hygienic.

Same day appointments with friendly staff

I consistently manage to secure same-day appointments, and the team members are genuinely pleasant. I have been a patient for many years and have never felt the need to lodge a complaint. The service provided has been excellent throughout my time with the practice.