The Chestnuts Surgery

Phone team got me seen the same day

Called up the practice as I had been experiencing chest discomfort and heart-related symptoms, and had the phone answered by a helpful receptionist who managed to arrange an appointment for me the same day. I was seen by a clinician the same day who carried out a comprehensive assessment and was also willing to review my previous imaging results without me needing to request this. Overall I had an extremely positive experience and received all the support I needed. I'm aware that medical practices in the area are facing challenges due to staffing pressures and high patient demand, but I found no issues with the care I received.

Staff were dismissive when we needed help

The staff members were unwelcoming and dismissive. Both I and a family member who was unwell and sought assistance were treated poorly. I would not recommend this practice as the level of support provided was inadequate.

Phone lines impossible to get through on

I have been attending this practice since childhood and have never experienced such poor service, characterised by unhelpful attitudes and insufficient care. I spent the entire morning attempting to contact the surgery without success, needing to cancel and reschedule an appointment. This has now resulted in an appointment appearing as a missed attendance, when another patient could have benefited from that slot. This is not an isolated incident—several weeks prior, I experienced the same difficulty reaching the practice by phone throughout the day. I attended in person to request an appointment and was informed nothing was available, with instructions to call first thing the following morning. The appointment was needed for my young child. During my visit, I observed the phone lines appeared to be active but received no responses, and despite being present for approximately ten minutes, no staff member answered any incoming calls, which raised questions about whether the phones had been silenced. I mentioned my repeated attempts to contact the practice, and was directed to an alternative centre nearby, though they were unable to provide the necessary referral for my child. The only reason I continue as a patient here is because of a small number of staff members who demonstrate genuine friendliness and exceptional service.

Can't get an appointment when needed most

Disappointing experience with the practice. I have been unable to secure an appointment and have been dealing with respiratory symptoms for approximately two months without being seen.

Reception staff were dismissive about prescription request

My relative is a patient at this surgery and has always spoken positively about the clinical staff. I accompanied her to an appointment today and also enquired about her medication. I was very disappointed by the manner in which we were treated by a member of the administrative team. When I asked whether her prescription could be expedited as she had run out that day—something that can happen with older patients—the response felt dismissive and unkind. The staff member was curt with both of us, and I found the interaction upsetting. She told my elderly relative that managing medications is the patient's responsibility rather than the surgery's, and when I expressed concern about potential health risks from missing doses, she indicated this was not her concern and suggested contacting emergency services if I was worried. She then disengaged from the conversation, leaving us with no option but to depart. Due to this experience, I have decided to register my family elsewhere, as I do not feel confident in how their prescriptions would be handled. I had expected NHS staff to demonstrate greater compassion towards patients.

Difficult to book appointments with rude staff

It is difficult to obtain an appointment at this practice, and the staff interactions were not pleasant.

Reception staff were dismissive about appointment availability

Appointments are difficult to obtain, with limited availability on specific days. The reception staff interaction was disappointing, with poor customer service standards. Being at capacity does not justify discourteous behaviour towards patients.

Long phone wait to book an appointment

I've been waiting on hold for an extended period while trying to book an appointment for the following week. The wait time has been frustrating and I'm considering abandoning the attempt. This experience has been disappointing.

Impossible to book an appointment here

It is extremely difficult to secure an appointment at this practice. Available slots for future dates are scarce, and the standard advice is to call first thing in the morning, only to find that all appointments have already been taken. Additionally, the telephone team could benefit from adopting a more welcoming and considerate approach when speaking with patients.