The Chestnuts Surgery

Receptionists lack empathy when you call

Would a rating lower than one star be possible? That would be more fitting for this practice. The receptionists demonstrate a concerning absence of compassion. Individuals contacting a surgery are typically managing health concerns, yet the reception team at this practice appear to lack the interpersonal skills necessary for the role. I would prefer to have alternative options available, as this practice would not be my preferred choice for initial healthcare contact.

Booking appointment was straightforward and convenient

I recently scheduled a blood test appointment and had no difficulty securing a slot at my preferred time. I appreciate the smooth booking process.

Reception staff made calling difficult and stressful

As a parent of children with significant healthcare requirements, I am a frequent user of NHS services, including regular visits to major medical centres, and I am genuinely thankful for what the NHS provides. However, my experiences at this GP practice have been consistently disappointing and represent the most frustrating interactions I have had within the NHS. The reception team interactions have often felt unwelcoming, and securing appointments has proven extremely difficult. The prospect of contacting this practice for any reason has become genuinely distressing for me.

Turned away when phone lines were overwhelmed

I found the service and approach to be deeply unsatisfactory. When I contacted the practice regarding a young child experiencing symptoms consistent with a respiratory condition for more than two days, I was informed that appointments were unavailable for several days and was directed to contact an alternative service. The number provided led to an automated system directing me online. The online guidance appeared circular, suggesting I either contact another service or return to the GP practice. Following a consultation with an alternative healthcare provider, I was advised to arrange a test for the child and then contact the surgery again. That provider also noted that the practice should have capacity to accommodate the child given their professional responsibilities. When I attempted to call the surgery to follow up, I discovered it was closed for the entire day due to staff training. This situation necessitated another contact with the alternative service, who have since referred the matter to an out-of-hours provider. I am currently awaiting contact from an available clinician.

Doctor repeatedly missed scheduled callback appointments

I attempted to arrange a doctor appointment over three consecutive days to discuss a respiratory infection that had persisted for more than a week. On each occasion, I was informed the clinician would contact me to proceed with the appointment, but this did not happen. I was given explanations that the clinician had forgotten or was occupied with other matters. Having missed appointments on three separate days was frustrating, and I felt this level of service was unacceptable, particularly given the potential seriousness of ongoing health concerns. When I called again, I was advised that the earliest available appointment would be the following week, or alternatively I could attend hospital. However, I felt reluctant to pursue hospital care as I believed the matter should have been addressed sooner through the practice, and I was concerned about adding to existing pressures on emergency services. Overall, I was disappointed with the experience and the approach taken.

Receptionist gave wrong appointment time without checking

The registration process took considerably longer than expected, requiring booking well in advance. When requesting an appointment after 5pm, I was informed by reception that a 5:30pm slot had been arranged. Upon attending, I was told the appointment was scheduled for 5pm, and the reception staff's reaction suggested frustration regarding my arrival time, despite the discrepancy in what I had been told. This experience raises concerns about the accuracy of appointment scheduling and communication. Additionally, over an extended period including the pandemic, I made multiple attempts to book a new patient appointment but was repeatedly informed that no such appointments were available due to Covid restrictions. Simultaneously, I received letters and calls stating that I needed to arrange an appointment. During a subsequent call, I was advised that my application had expired due to the length of time that had passed and that I would need to restart the process. I chose to register with an alternative practice instead and completed registration within a week. Several months later, I received correspondence indicating I could not register with the original surgery, citing my failure to book an appointment despite their stated inability to accommodate new patient bookings during that period, and referencing the expiration of my application. I feel relieved not to have proceeded with registration at that location, given the apparent inconsistencies in their processes and communication.

Staff answered questions quickly and professionally

I have been attending this surgery for many years. I can say with complete honesty that every interaction I have had with the team, including clinical and administrative staff, has been consistently pleasant. My concerns have always been addressed promptly and with professionalism. I have arranged appointments through various methods including the online system, telephone, and email, and the service has been excellent across all channels. The early morning slot for urgent appointments can become quite busy, as large numbers of people attempt to book simultaneously while the administrative team manages the demand. Despite being a compact department, they handle this efficiently and professionally. I have found that calling at alternative times during the working week tends to result in a smoother booking experience. I would happily recommend this surgery to others in the local area.

Friendly staff made booking appointments easy

I have consistently experienced courteous and helpful staff when calling ahead. I have always been able to secure an appointment and receive a consultation. I cannot speak highly enough of this practice.

Reception staff were consistently rude and unhelpful

Regardless of the nature of the issue, the time, or the day, the reception team consistently demonstrates a lack of empathy, discourteous behaviour, and inefficiency in their approach.

Reception team made me feel valued

I have consistently received excellent service from all staff members across reception, clinical, and nursing roles. Thank you.

Impossible to book an appointment here

This medical practice appears to be experiencing significant operational difficulties. Obtaining an appointment has become extremely challenging. Additionally, I encountered what I felt was an inaccurate assessment of my health concerns. This has been quite disappointing.

Reception staff attitude makes booking appointments difficult

The reception team display a notably unwelcoming demeanour, appearing dismissive, unhelpful and seemingly viewing patients seeking care as an unwelcome disruption to their day. While it is acknowledged that they may encounter challenging situations, their general approach to those attempting to book appointments tends to involve visible irritation, audible frustration and minimal assistance offered. This is particularly evident when staff members cluster together at a single desk, leaving phones unanswered whilst making critical comments about clinical staff within earshot of patients. This leaves one team member, who stands out for maintaining a courteous approach and should not be grouped with the others, to manage the queue of people waiting at the reception window alone. For those using this practice, the online appointment system offers a preferable alternative. The digital platform does not exhibit dismissive behaviour, and wider adoption might prompt reflection on whether human reception staff provide the value they should. The role ideally requires qualities such as empathy, compassion, understanding and basic courtesy—attributes that an automated system arguably demonstrates more effectively in its current form, and which paradoxically appear more present in a non-human interaction than in the actual human contact being provided. The management of the practice appears unresponsive to this feedback. Similar concerns have been raised repeatedly over an extended period through multiple channels including online reviews, NHS feedback platforms and patient suggestion forms, as well as being communicated directly to clinical staff during appointments. Despite this consistent input, no meaningful improvement has materialised, and the situation appears to have deteriorated rather than improved.

Long phone queues make appointments difficult to book

I am writing this while waiting for someone to pick up my phone call. I have been waiting on hold for a considerable amount of time at this point. My partner has mentioned having to wait significantly longer on previous occasions. This practice appears to be poorly organised and managed. It is quite challenging to obtain appointments, and when I required one recently, the only option available was a different type of healthcare professional. The practice has misplaced my medical records on more than one occasion, there are frequent errors with repeat medication requests, and they tend to send written correspondence when a telephone conversation would be more efficient and suitable. If this practice were a business in another sector, it would likely not survive given its current operational standards. Update: I have now been on hold for over half an hour. If my workplace operated in this manner, we would not remain viable. It is unclear how this practice continues to function given what appears to be insufficient staffing and resources. The local area's poor performance in healthcare satisfaction metrics is perhaps unsurprising. I should note that based on comments from other patients, I would never support any discourteous behaviour towards the staff, and my own interactions with the reception team have always been respectful and professional. However, I do recognise that many of the concerns raised about this practice by others are valid and reflect genuine issues.

Reception staff weren't very helpful

Unhelpful experience with unfriendly reception team.

Reception staff lack basic courtesy and professionalism

I have been attending this surgery for quite some time. I have observed that the overall standard of service has declined. There are approximately two to three reception staff members who provide excellent service, however the remainder fall short. The manner in which patients are treated is often poor. Some staff communicate in a condescending tone. Private conversations regarding personal matters and health concerns are discussed loudly enough for other patients to overhear. This can leave patients feeling worse than when they arrived. The phlebotomy section is particularly problematic. Staff members often engage in conversation with one another while patients wait for their appointments. When a patient politely requests to be seen promptly, the response can be quite hostile. The clinical practitioners themselves are excellent. They are consistently courteous and their professionalism compensates for the shortcomings of other staff members, despite having no obligation to do so. I have experienced poor service on only one occasion when seeking guidance regarding medication for international travel. The practice management at that time handled my concerns appropriately and professionally. I attended recently for a blood test appointment. A member of the phlebotomy staff was announcing patients' medical information loudly and speaking to them in a dismissive and patronising manner, which I found embarrassing to witness. I would encourage the practice to prioritise improvements in these areas.

Phone queues and rude reception staff frustrate patients

Five stars for the clinician. One star for everything else at this practice. The telephone manner was disappointing, with staff speaking sharply to my partner simply because he hadn't used certain pleasantries after he'd been attempting to reach the practice for well over an hour. Each time either of us has tried calling, it's taken approximately an hour to speak with someone, only to be questioned extensively about the reason for wanting to see a clinician, which feels like an inappropriate line of enquiry for reception staff. On most occasions, we've been told an appointment isn't necessary when we genuinely require one, otherwise we wouldn't be making the call in the first place. I'm not seeking an appointment for something minor; I'm managing an ongoing health concern and the experience has been frustrating. The reception team would clearly benefit from additional training in their role.

Reception staff made me feel genuinely heard

The staff I have dealt with here have been brilliant. The reception team were incredibly patient and kind when I explained what I needed an appointment for and were apologetic when they couldn't get me in any sooner than they had. After all, it is not the fault of the receptionists once all the appointments are gone. They made me feel comfortable and are a credit to the surgery. On my actual appointment, I saw a clinician who again was kind and patient in dealing with me. I would recommend this practice to others in my position.

Impossible to book an appointment without persistence

I have been attending this surgery for approximately four years since relocating to the area, and I must express my disappointment with the overall service provided. The concerns raised in other reviews appear to reflect genuine issues. When I recently attempted to book an appointment during limited free time, I was informed that no slots were available and instructed to call back early the following morning to check for same-day availability. Upon explaining that I would be unable to make this call due to work commitments, the receptionist shared that she herself had needed to make numerous calls to secure an appointment at her own surgery, which seemed to suggest this was an expected approach. Although I eventually managed to obtain an appointment after considerable effort, I was unable to see a GP during that visit. The experience was frustrating and fell well short of acceptable standards. I would rate this lower if the system permitted.

Difficult to get through on the phone

Not a satisfactory practice to be registered with.

Difficult to book appointments and felt dismissed

Would give a half but won't let me. Very difficult to get an appointment, and I felt the clinician's demeanor during my last visit was dismissive. I have spent four months gathering documentation to pursue private care, despite having provided relevant information at my initial appointment. After waiting three weeks for a follow-up appointment, I was informed that I needed to contact the practice to confirm it, even though as a patient I felt I shouldn't have been expected to know this without being told directly.