The Chestnuts Surgery

Good practice bad GP

Since Dr Eyo started at the Chestnut surgery many years ago I cannot honestly say I have had any confidence in him. He has no empathy or communication skills and never gives me any confidence in his diagnosis. On this occasion I needed to see him because of the side effects I had been experiencing from a course of antibiotics that I had stopped taking 24 hours before seeing him. Because he could not detect the symptoms and obviously didnt believe what I was explaining he asked me to finish the course. He would also not tell me the results of a dip test so I could not make my own decision whether to continue or not with the antibiotics that was giving me multiple unpleasant side effects.

Online booking system made things harder

I am puzzled by the positive rating this practice has received. Accessing care here is extremely challenging. The introduction of their online booking system has unfortunately made the situation more difficult. You are required to submit a request through their form at a specific early morning time in the hope of securing an appointment.

Online booking system keeps crashing at checkout

The practice has transitioned to online appointment booking starting at 8am. On multiple occasions when attempting to secure an appointment through the online system, the process progresses through the initial questionnaire but then fails, returning to the main page and indicating that all available slots have been taken. When contacting the practice by phone to request appointments on alternative dates, staff indicate that the online 8am slot system is the only option as appointments are released daily. This experience has been frustrating, and private healthcare has seemed like a more viable alternative.

Online booking system doesn't work for everyone

The service provided here was excellent prior to the pandemic. Unfortunately, the experience has changed significantly since then. My family member received correspondence in November asking them to arrange an appointment for a review. They were instructed to complete online registration as no appointment could be booked directly at the practice. My family member has additional support needs. I am based abroad and was unable to complete the registration process as the system would not allow access from outside the UK. Another family member eventually managed to register them online. However, appointment availability remained limited.

Refused help before even being assessed

I have had an extremely disappointing experience at this practice. While dealing with significant mobility issues and discomfort, I experienced considerable delays in receiving medical attention, with a wait of several weeks before being seen. When I was eventually assessed, I felt that my concerns were not properly heard or addressed. Additionally, the interactions with staff were unhelpful, and I received a dismissive response via text message before any proper evaluation could take place. I believe this practice does not prioritise patient care and would encourage others who have faced similar issues to escalate their concerns through appropriate channels. I would rate this experience as poor.

Long phone queue wait times frustrating

Still waiting on the phone after quite some time despite being near the front of the queue. The wait has been frustratingly long with no one picking up yet.

Interpreter request ignored at appointment

I had a disappointing experience during my recent visit. I had requested support arrangements well in advance, but these were not put in place when I attended my appointment. I felt that the practice did not adequately accommodate my communication needs, despite my clear explanation of what I require. The clinical staff displayed an unhelpful attitude and did not seem to take my concerns seriously. While there was some discussion about responsibility between different team members, I believe the overall responsibility lay with the senior clinician to ensure my needs were properly managed and followed up. The clinician appeared dismissive of my issues, though I do not visit frequently so may not be well known to the practice. This is a significant decline from my experience several years ago, when I received excellent care and felt well supported. I was very satisfied with the service at that time. Unfortunately, my recent visit has left me disappointed, and I would rate my current experience much lower than I would have rated the practice previously.

Reception staff were dismissive and unhelpful

I decided to leave this practice due to concerns about the level of care and professionalism I experienced. I would recommend considering alternative options elsewhere.

Polite and efficient from start to finish

The staff member I saw was very polite, efficient and professional. They were brilliant and very helpful throughout my visit.

Long waits made appointment access difficult

This surgery has not met my expectations. My family member has been attempting to secure an appointment for several months regarding a health concern, and has been informed of lengthy waiting times for consultations. Following a serious health incident two weeks ago, I am concerned about the level of care provided and the delays in accessing appointments. I believe the extended wait times may have contributed to this situation. I do not recommend this practice and intend to escalate my concerns through the appropriate channels.

Helpful nurse arranged quick paramedic visit

Recently registered at this practice and found it to be welcoming and safety-conscious. The clinical staff member I spoke with was attentive and courteous. I called on behalf of a family member who was experiencing post-illness complications and was unable to secure a routine appointment. The staff member arranged for a home visit from a paramedic, which I'm extremely grateful for, particularly given that this occurred during a holiday period. The visiting healthcare professional provided excellent care. I was pleasantly surprised by how promptly the visit was arranged, arriving considerably earlier than initially indicated. I recognise that the service is operating under significant pressure and appreciate the effort made during what must be a demanding time for the team.

Waiting times keep getting worse here

The wait time to see my GP seems to get progressively longer with each visit.

Reception ignored callback about medication concerns

I was quite let down by this experience 😕 My partner had an ear issue and was initially prescribed medication that didn't seem appropriate. After a week, the practice contacted him to say they would switch to a different medication, which we appreciated. However, after another week had passed, there was no improvement and my partner remained unwell. When we called back as advised, we felt our concerns were dismissed and we were told there were no available appointments. The practice couldn't find even a brief slot to examine him or refer him to a pharmacy. It felt like our situation wasn't being treated with the urgency it deserved, and we were disappointed by how we were handled throughout. It seemed like the approach was somewhat experimental with the medication choices, and when we sought further help, we felt overlooked rather than supported.

Practice removed me without fair explanation

I have been a patient at this practice for five decades. During a critical period regarding my health, I was informed that I no longer fall within the practice's catchment area and was asked to leave. However, I am aware of several neighbours in my residential area who continue to be registered with the same surgery. I am concerned about the reasons behind this decision and feel it may be unfair. Finding alternative NHS provision has proven difficult, as many local surgeries are reporting they are not accepting new patients. This leaves me uncertain about how to access future care, particularly as private healthcare is not financially viable for me.

Poor communication delayed necessary treatment for weeks

I spent eight weeks repeatedly visiting the practice with my young child who was experiencing a persistent cough that disrupted her sleep significantly, caused her to be unwell, and resulted in recurring temperature fluctuations. She was frequently absent from nursery during this period. Throughout these visits, I was consistently told there were no concerns and that the symptoms were typical of nursery-related illnesses, with advice to continue with over-the-counter pain relief. After eight weeks, I was seen by a different clinician who recommended imaging, which revealed fluid present that had not been previously identified. Following the imaging, I was informed that results would be communicated if action was needed, so I waited for contact. As my child's symptoms gradually improved over the following weeks, I assumed no intervention was required. Six weeks after the imaging, I received notification that I needed to attend an appointment to discuss the results. When I called to express my concern about the significant delay, the receptionist was supportive and arranged for a clinician to review my case. I was subsequently informed that antibiotics had been prescribed for a condition identified six weeks earlier. I found this approach deeply unsatisfactory. My child endured prolonged symptoms over approximately ten weeks while being advised to rely solely on over-the-counter medication on a daily basis, only to be prescribed antibiotics weeks after recovery had already occurred. I feel that throughout the eight weeks of repeated appointments, my concerns were not adequately heard or acted upon, and the overall care provided fell significantly short of what I would expect.

Long waits and no mental health support offered

The experience was disappointing. Obtaining an appointment required considerable waiting time, and when we finally attended, our daughter found it difficult to discuss her concerns. The consultation lacked compassion and practical support. No information materials, specialist referrals, or signposting to additional services were provided. The only intervention offered was blood tests, with other matters being redirected to the school for them to pursue referrals elsewhere.

Impossible to book appointments when needed most

I have found the appointment system at this practice to be extremely difficult to access. For the past week, I have been attempting to arrange a consultation for an elderly person with complex health needs and mobility challenges. Despite making repeated efforts to secure an appointment, including calling at the earliest available time, I have been unable to obtain one. Given the individual's circumstances and lack of support at home, I feel the practice should have been able to accommodate this request more readily.

Frustrating phone queue system cuts you off

It can be challenging to secure an appointment due to the phone system frequently indicating that all operators are occupied, which sometimes results in being disconnected while waiting in the queue.

Long waits and dismissive appointments here

This practice has significant issues. I have consistently struggled to secure appointments within a reasonable timeframe, with typical waits extending to several months. When I eventually attend appointments after extended delays, the clinical staff dismiss my concerns despite providing detailed symptom histories and demonstrating the issues I'm experiencing. It's frustrating that a healthcare facility operates with practitioners who appear unable to properly assess patient concerns and routinely conclude that nothing is amiss. I'm deeply dissatisfied with registering my family here and am reluctant to attend appointments at this location. I'm considering transferring to another healthcare provider. I would advise prospective patients to carefully consider their options before registering, as the time and wellbeing costs may not be worthwhile. I would recommend exploring alternative practices.

Staff were unhelpful and dismissive of concerns

The staff were unhelpful and provided poor service. A family member was given one diagnosis, but passed away shortly afterwards from a different condition. The practice requires significant improvement.