The Green House Surgery

Passed between surgery and pharmacy with no help

I have been unable to obtain the cardiac medication I require. I have been directed back and forth between the pharmacy and the surgery, with each blaming the other. This has resulted in multiple trips today, which has been exhausting. I am currently going through an extremely difficult time following a recent personal loss, and I was not in a fit state to be driving today. Being sent in circles between different locations has made an already challenging situation considerably worse. I feel that nobody is taking my circumstances into account.

Receptionist's phone manner was unnecessarily harsh

The person who answered the phone at reception was quite curt and displayed a poor attitude. While it's unclear what may have prompted this behaviour, it seemed inappropriate for someone handling calls from unwell patients seeking medical assistance.

Repeatedly sent to wrong services

I have experienced repeated disappointment with this practice. I would not suggest it to others. The service has felt dismissive and lacking in professionalism, with multiple instances of being directed to inappropriate services. My trust in both the practice and the wider healthcare system has been significantly undermined.

Quick response to my phone call

I would like to express my gratitude to the reception staff and the clinician who assisted me following my telephone consultation with the surgery regarding a skin concern. The medication prescribed has been effective in resolving the issue, and I am very appreciative of the prompt and efficient care I received.

Practice staff helped mum communicate effectively

I wanted to express my appreciation for the support provided to my mother, who experiences hearing difficulties. The telephone-only communication method can present a significant challenge for her. I'm grateful for the understanding shown and the way the matter was resolved. My mother is satisfied with the outcome.

Reception staff made me feel genuinely welcomed

I would just like to say thank you to the receptionist who has always been so helpful, cheerful and polite with all my dealings at the front desk. As a first point of contact, it is very reassuring to have someone who is approachable and helpful. Thank you for the excellent service.

Practice left me doing their admin work

I have found this practice unhelpful during my extended period away from work due to personal health matters. Throughout this time, I have not felt supported by the service. Additionally, I have been asked to facilitate communication and administrative tasks between the practice and other healthcare services, which seems inefficient. It appears frustrating that despite modern systems being in place, different parts of the NHS struggle to communicate effectively with one another, and this practice seems to exemplify those broader organisational challenges.

Felt listened to despite one rude receptionist

I've been a patient at The Greenhouse Surgery throughout my life. I have positive memories of several practitioners who provided excellent care. I'm very satisfied with the medical care I receive. I feel heard and valued, and the health concerns I've brought to the practice have been addressed promptly and professionally. My only concern relates to an experience with a member of the reception team. While the team are generally friendly and helpful, I encountered one staff member whose manner was quite abrupt. As someone who values professionalism, I found this interaction somewhat difficult, and I recognise this type of experience can reflect poorly on an organisation. However, I would readily recommend the practice to others and have been encouraging family members to consider registering here. Thank you for the care provided.

Cancelled appointment with no alternative offered

This medical practice in the local area appears to be poorly run. My daughter was scheduled for a routine screening appointment tomorrow, but the surgery cancelled it due to staff absence. Rather than prioritising her for the next available slot, which would seem like the logical approach, she has been informed that no further appointments can be arranged as the schedule is fully booked until the end of May, with subsequent availability not yet released. This is frustrating. I frequently hear negative feedback about this practice from others, and the demeanour of reception staff has often seemed unwelcoming. I am considering seeking care elsewhere, particularly given the practice's low satisfaction rating.

Quick appointments and welcoming staff here

Excellent medical practice with efficient appointment scheduling. The team members are wonderful, and I feel fortunate to be registered here.

Persistent effort made removal less painful

Following a surgical procedure, the wound closure required considerable effort to remove due to how firmly they were embedded and their positioning. The clinical staff members spent a significant amount of time carefully working to extract them. Additionally, a topical anesthetic was prescribed to help manage the associated discomfort. I am very appreciative of the dedication and persistence shown by the team, and I am grateful that their efforts were ultimately successful in alleviating much of the pain I had been experiencing.

Receptionist kept interrupting during my visit

Excellent practice, though it was rather disheartening to be interrupted by the reception staff during my visit.

Impossible to book appointments by phone or online

It is difficult to reach the surgery through either telephone or online methods, which prevents me from obtaining the care I require.

Reception staff unhelpful, appointment booking nearly impossible

This surgery has been a frustrating experience overall. The reception staff have come across as unhelpful and unwelcoming. I was advised to schedule a follow-up appointment several weeks in advance, but attempting to book this over the past couple of weeks has proven extremely difficult due to limited availability. I've been instructed to call at 8 in the morning, though getting through takes considerable time, only to be informed repeatedly that no slots are available. It's disappointing that appointment availability has become so restricted compared to previous years, when same-day appointments were more readily obtainable. The surgery's online rating reflects these concerns. I would welcome contact from someone in a management role who could clarify the appointment process and provide more constructive support than what I've experienced with the reception team.

Nurse explained everything clearly and kindly

I attended my appointment and checked in at reception. After a brief wait, I was called through to see the healthcare professional who was excellent. They explained everything in a clear and understandable way and demonstrated a warm and friendly approach throughout.

Long wait for urgent asthma appointment

Absolutely shocking that my child is experiencing respiratory difficulties again. I was informed that the earliest available appointment at the out of hours service would be several days away. I felt disappointed by the limited options offered.

Poor communication led to unexpected deregistration

I have been a patient at this surgery since my teenage years. Throughout my time there, I experienced consistently high-quality care from multiple clinicians. My only negative encounter prior to recently was with a member of the nursing staff who I found to be discourteous. During a recent appointment to request a repeat prescription for antibiotics that had been originally prescribed elsewhere, I discovered that my registration with the surgery had been terminated in 2018. I received no notification of this decision and no explanation was provided. As my contact details have remained unchanged throughout this period, this lack of communication was particularly concerning. I was disappointed by the poor handling of this situation. Given that I do not attend frequently, I felt entitled to an explanation for why this had happened. When I raised this concern, I did not receive a satisfactory response. I was told that someone would contact me to discuss the matter further, but this conversation never took place. I am now seeking alternative healthcare provision.

Clean reception area and helpful staff

Outstanding care with excellent standards of cleanliness throughout the facility.

Outdated phone system causes frustration

This practice feels poorly organised. The outdated messaging system at reception remains frustrating and unhelpful. When contacted to ring back, getting through proved extremely difficult despite being just one person trying to reach them. It would be beneficial if they offered a dedicated line for non-appointment related queries rather than using the main number.

Receptionists made booking appointments straightforward

We relocated to the area several months ago and after reviewing multiple GP practices in the locality, we selected this surgery and have been very pleased with our choice. While acquaintances and relatives in different parts of the country mention experiencing difficulties with their own GP receptionists being unhelpful or struggling to obtain appointments, we have not encountered these issues. The reception team consistently demonstrates courtesy and professionalism, including the staff member who assisted me recently with scheduling a clinical appointment. Every healthcare professional I have interacted with at the practice has provided exceptional care and support, and I would highly recommend this surgery to others. Thank you for the excellent service.