The Croft Surgery

Terrible patient care leaves family without medical support

Utterly frustrated by the complete lack of communication from the medical practice, having made multiple calls seeking information. My young child requires medical assistance, and I'm left with no choice but to visit the emergency department. It's deeply disheartening to witness the deterioration of our healthcare system.

Terrible service but great doctor at econsult

If I could rate this lower, I would. I tried using econsult on Monday, and by Friday, no one had reached out to me. I called at 9:30 for a 10am appointment and arrived 5 minutes early, only to wait 20 minutes outside and be told to come back Monday because the doctor was on the phone. I expressed my dissatisfaction, and they then suggested I could wait for a doctor to see me soon. By 10:40, I was still waiting. When I finally saw the doctor, he was absolutely excellent.

Impossible to see a gp when you need help

As time goes on, securing a GP appointment becomes increasingly challenging, with no flexibility or special considerations. Attempting to book an emergency slot via phone at 8:30 AM is futile - it's simply unattainable. The situation is further aggravated by a 60-second recorded message followed by a persistent engaged tone that lingers for hours. On the rare occasion you manage to connect later in the day (as I experienced today, 29.03.22), you're informed that the next available appointment is in MAY - yes, MAY! When seeking an earlier slot, the receptionist's advice is to call back at 8:30, creating an endless, frustrating cycle reminiscent of the ebb and flow of tides. The practice should be thoroughly embarrassed, and urgent changes are imperative (preferably before I depart - and I'm not referring to relocating to another area!).

Skilled surgeons hidden behind scheduling frustrations

Successful procedure, though accessing medical professionals proves challenging.

Terrible customer service ruins everything

Impossible to connect with a representative to schedule a consultation.

Caring doctors who truly support my child's health

Throughout the past week, my daughter has been struggling with her health. The medical practice has been incredibly supportive, going out of their way to secure timely consultations for her, even on short notice. While booking appointments can occasionally be challenging, I find that when there's a genuine need, they are remarkably accommodating and responsive.

Heavenly product that truly delivers divine experience

Heavenly.

Frustrating journey through medical appointment scheduling maze

Getting to your scheduled visit feels like an arduous journey. The healthcare professionals are excellent, but the front desk personnel are frustratingly unaccommodating and seem devoid of the compassion you'd expect from those in their role.

Worst medical service ever terrible receptionists nightmare

If I could award negative stars, I absolutely would. Every single time you attempt to schedule an appointment, you're stuck on hold for a minimum of half an hour, only to be informed there are no available slots or, if you're fortunate, get an appointment that's weeks or months away. While I acknowledge COVID's impact, this has been an ongoing issue for years, so the pandemic cannot be used as an excuse. The receptionists are the primary problem - consistently rude, unhelpful, and incredibly frustrating to interact with, as they appear completely clueless. Just today, I received a voicemail asking me to call back. I immediately returned the call, endured 28 minutes on hold, only to be asked if I was certain they had called me, despite the clear voicemail from Croft Surgery. If they can't even track their own outgoing calls, how can they possibly manage appointment bookings? Perhaps management should seriously consider retraining these receptionists or replacing them entirely. We are expected to entrust them with our lives and our family members' lives, especially when we're unwell, yet how can anyone trust a service that consistently fails to meet even basic expectations?

Frustrating healthcare that fails patients miserably

I've been attempting to schedule a doctor's appointment for a fortnight, but they insist on same-day calls, which is impossible for working individuals. They're recommending A&E, seemingly because they can't be bothered to help. This approach wastes NHS resources, and the practice deserves to be struck off. I'm now escalating my complaint to NHS England for neglecting their duty of care. They're quick to offer vaccinations (since they're paid for those), but securing a doctor's appointment requires taking multiple days off and endless phone calls with no success. It's clear they prioritize profits over patient care! I hope they're proud of their approach. (On the rare occasion you actually see a doctor, they're competent, but the reception staff create insurmountable barriers.) Good luck to anyone trying to navigate this system!

Frustrating healthcare experience with zero communication

Goodness, what can I express about this medical practice...... For six years, I've endured persistent back pain, and I attempted to schedule an appointment after a phone conversation with the sergeant major revealed that securing a face-to-face consultation was practically impossible! "Don't worry, Mr. Burrows, someone will contact you today," they said. At 8:45 am, with no call by 5:00 pm, I rang back. Again, "Don't worry, Mr. Burrows, someone will call you in the morning" (meanwhile, I'm left to suffer in pain). By midday the next day, still no communication. I called again and waited 45 minutes, with the receptionist promising to transfer me to the reception manager so I wouldn't have to wait. Twenty minutes later, still no response and no doctor in sight!!

Frustrating healthcare with long waits and limited access

The medical staff themselves are competent, but the practice's management is subpar. Securing an appointment for standard healthcare needs is incredibly challenging, with extremely long wait times and a high likelihood of being unable to book at all. Even if you successfully schedule a visit, you should anticipate spending well over 40 minutes beyond your designated appointment time. This setup is particularly problematic for individuals with work responsibilities or other pressing commitments.

Inconsistent care from my local medical practice

GP services are somewhat inconsistent in quality. I experienced one exceptional interaction with a compassionate physician who was incredibly helpful, contrasted by another call where the doctor seemed completely unprepared and confused, only gaining context after consulting his notes.

Worst service ever absolute nightmare to deal with

Zero stars would be my rating if possible. The service was completely unprofessional, disorganized, and frankly, disgustingly unclean.

Terrible service and endless waiting times

I believe I'm dealing with a persistent medical condition, so I reached out to this clinic. Terrible decision. Following a grueling 45-minute phone queue, the front desk staff informed me that I'd need to wait more than a month just to have a telephone consultation with a doctor. The scheduling delays are completely unacceptable. I emphatically recommend steering clear of this healthcare provider.

Terrible service and unprofessional medical staff nightmare

Totally disconnected from patient needs, the majority of the front desk staff display hostile and discourteous behavior, with only a small portion being professional. As the classic adage suggests, a handful of problematic employees can tarnish the entire team's reputation. I was venting my dissatisfaction to a friend when a random person overheard and immediately recognized the clinic, exclaiming in disbelief. It's clear this is a widespread issue that desperately requires immediate attention and resolution.

Smooth and welcoming medical experience for patients

Exceptionally well-coordinated medical procedure with a welcoming and pleasant team of healthcare professionals.

Compassionate care during my toughest health challenges

I want to express my heartfelt appreciation to the entire staff at The Croft Surgery. Throughout a challenging year, I have experienced exceptional care and support. Dealing with two separate health concerns that required specialist intervention, I was truly impressed by the surgery's commitment during the pandemic, despite the immense pressures they faced. From the delightful and professional reception and telephone staff to the outstanding doctors and nurses, every interaction has been remarkable. Each team member has been incredibly compassionate and helpful. I am deeply thankful to every single person who has been part of my healthcare journey. My sincerest thanks go out to all of you.

Exceptional care through years and pandemic challenges

Over my 12-year journey as a patient, I've consistently experienced outstanding care characterized by timely and compassionate attention. The level of service has been nothing short of exemplary, exceeding all my expectations. Even a year later, the quality remains top-notch. Pay no mind to those who complain unnecessarily. Specifically regarding the pandemic period (December 2020), I'm truly impressed by their commitment to maintaining superior care while implementing rigorous safety protocols. They've managed to provide comprehensive treatment without compromising patient well-being. Their service continues to be remarkable. Truly commendable performance!

Terrible service and endless wait times

Stuck waiting on the phone for nearly a quarter of an hour, and I'm still unable to secure an appointment. The situation seems destined to deteriorate further, especially considering the ongoing residential development in the Barnham area.