Haymarket Health Centre

Kind and attentive care during my visit

Thank you to the nursing staff member who was incredibly kind to me today. Absolutely brilliant care xx

Text messaging makes describing health issues easier

I have been attending this medical centre for over thirteen years and have consistently experienced excellent standards of care throughout my time as a patient in retirement. More recently, the option to communicate new health concerns via text message has proven very convenient for me, and the subsequent telephone consultations have always occurred within a reasonable timeframe. These interactions have been characterised by warmth, friendliness, professionalism and, importantly, a reassuring approach. As with any organisation, occasional minor issues may arise, but I find that maintaining a courteous manner and clearly communicating my symptoms and needs produces positive outcomes. In my view, this medical centre has done well to adapt to and meet the various challenges it faces. The level of professionalism demonstrated is commendable. I am grateful for the service provided.

Impossible to book appointments by phone

Unable to reach the practice by telephone as there is always a lengthy queue when attempting to call through. By the time you do manage to connect, all available appointments have already been booked, leaving you to wait an extended period for a telephone consultation instead. The approach seems to involve repeatedly requesting blood tests, which feels quite frustrating. After waiting several weeks for a scheduled telephone appointment, the call never came through as expected. 😑

Reception refused to escalate post-surgery wound care request

I attended hospital for abdominal surgery on a Friday evening. The hospital staff indicated that the bed would be needed the following afternoon and that my general practice would be able to provide guidance on post-operative wound care and supply appropriate pain medication that I had been receiving during my hospital stay. My partner contacted the surgery first thing on Monday morning to explain the situation to reception staff, who stated that the practice would not be able to see me to examine the wounds or discuss aftercare, as this fell outside their remit. They suggested I might be able to see the practice nurse on Friday, or alternatively attend an urgent care centre that day. When we attempted to address the pain medication issue, I was directed to the urgent care centre, which does not provide pain relief prescriptions. Given that I have a long-term pain condition, this created a significant problem. As anticipated, the urgent care centre was unable to assist with pain management. I called the surgery again requesting to see someone about obtaining appropriate pain relief, but the receptionist declined to connect me with the practice nurse, a doctor, or a manager, despite the website indicating that out-of-hours appointments are available at other locations. This is not the first occasion I have experienced difficulties with this practice. Previously, I woke with sudden hearing loss without any preceding illness or injury. The practice offered a telephone consultation, which I pointed out would be unsuitable given the circumstances, yet they proceeded with the booking. Unable to participate, I eventually saw a doctor and attended accident and emergency, where I was informed I required urgent treatment to prevent permanent hearing damage. I have since lost hearing completely in one ear. The practice indicated they would refer me for a diagnostic assessment and instead sent me to another service that had already advised them they could not provide this assessment as it was outside their scope. That service completed a lengthy evaluation recommending I be placed on a particular care pathway, yet I remain without appropriate support despite this catalogue of errors. I am currently experiencing significant pain without access to adequate relief, and no formal complaints process has been started. I do not drive and struggle with telephone consultations due to my hearing difficulties, yet I am simply told to manage. I booked an appointment for a shoulder issue which the practice attempted to conduct over the phone, despite my explaining this would not allow proper examination. They eventually booked an in-person appointment, and I hoped this might finally be resolved. Upon arrival, I discovered I had been scheduled for a different procedure entirely. I have explained that calling at the designated time is not feasible due to work commitments, and I am told advance booking is not possible. I am struggling to understand how I can receive adequate care from this practice. This has been a continuous series of errors, and I am the patient left suffering the consequences each time. The practice is aware that I am a carer with family members depending on my support, which I am currently unable to provide given my circumstances. I have never felt more let down by healthcare than I do now.

Phone lines constantly busy, appointments unavailable

I have found this surgery to be extremely frustrating to deal with. It is very difficult to reach anyone by telephone, and when contact is made, there are no available appointments. I cannot recall the last time I was able to have an in-person consultation, despite attempting to address a health concern for several months. The approach taken has involved repeated blood tests rather than alternative solutions. Following one blood test, I received a call the next day requesting another test for medication monitoring purposes. I explained that I had only just completed a test, and the matter seemed to be resolved at that time. However, several days later, when attempting to arrange a prescription refill, I discovered my medication had been suspended. This required another lengthy phone call to clarify the situation, only to be told that yet another blood test was required. As a result, I have had to go without my regular medication for an extended period. Overall, I feel the service provided has been inadequate and poorly managed.

Reception staff made me feel genuinely welcome

The healthcare professional I saw was absolutely wonderful and made me feel genuinely welcome and at ease throughout my visit. They provided me with comprehensive information and we had a pleasant, friendly interaction. I would highly recommend them.

Staff made my daughter feel at ease

The healthcare professional was wonderful with my young daughter during today's appointment. They explained the vaccination procedure clearly and helped her feel at ease throughout. This was the most positive experience we've had at the practice. Thank you.

Long-term patient appreciated the professional approach

Attended an appointment for a medication review with a member of the clinical team who was pleasant and demonstrated professionalism throughout. I have been a patient at this practice for over fifty years.

Friendly reception made the visit pleasant

Excellent

Quick action taken on blood pressure concern

During my appointment today, the healthcare professional noticed my blood pressure was elevated. They consulted with a clinician who determined an appropriate course of action, adjusted my medication, and scheduled a follow-up appointment for the following week.

Couldn't get appointments when needed

This practice should be closed down as I was repeatedly told there were no health concerns. Since switching to a different practice, I have undergone testing that revealed significant findings requiring further investigation and specialist referral. Appointments at the previous practice were extremely difficult to obtain, and when I did manage to secure one, I felt dismissed and not taken seriously. I would advise others to avoid this surgery.

Staff were helpful and straightforward

Excellent team. Being a medical practice, it meets expectations.

Felt truly heard and supported today

I was very appreciative of the attentive and compassionate approach I received during my visit today. I felt heard and supported throughout the appointment. Thank you.

Felt genuinely listened to about my health

Lovely surgery. I have seen a clinician twice now. They have accomplished more for me in these two visits than any doctor has for years. Hopefully we are now getting to the bottom of my health problems. The clinician is lovely, caring and listens without dismissing concerns because of my age, and they ensure the necessary support is obtained. I am very grateful for their help.

Struggling to book an appointment here

It is difficult to obtain an available appointment at this practice.

Phone queue delays left my son without prescribed medication

Unsatisfactory experience at the surgery. I contacted the practice in late May regarding concerns about my son's health, and was initially informed that a referral would likely be declined, though this proved incorrect. An appointment for testing was arranged for mid-June, which was positive. A few days later, test results confirmed my concerns about my son's condition. An appointment was scheduled the following day to discuss next steps with a clinician, who conducted a brief telephone consultation lasting approximately two minutes. The clinician indicated that medication would be prescribed the following day but expressed uncertainty about the appropriate course of treatment. However, by late afternoon on the prescribed day, no medication had been issued. I made multiple follow-up calls and was told that a message had been sent to the relevant clinician, with staff indicating their ability to act was limited. This resulted in my son remaining without prescribed treatment over the weekend. I found this delay concerning given my son's age and condition, and felt the overall handling of the situation fell short of expected standards.

Friendly reception made the visit pleasant

Outstanding experience at this practice.

Thorough and patient with my mum

I had a truly wonderful experience with the healthcare professional at my appointment. They were very thorough and patient, demonstrating lovely and understanding care towards my family member. I'm very grateful for their approach.

Communication barriers make accessing care difficult

I struggle to find effective ways to communicate with the practice. The telephone system is not accessible to me, and the online consultation forms lack sufficient space to fully explain my concerns. Additionally, the text-based response system does not meet my communication needs. When visiting in person, I am directed to complete the online consultation forms. I have submitted these forms multiple times, including detailed information in the repeat prescription sections, but have often felt that my concerns were not adequately addressed. I have requested access to an alternative communication method, such as email, as a reasonable adjustment to facilitate better contact with the practice. However, I have been repeatedly informed that this option is not available. Despite these communication barriers, once I manage to secure an appointment, the clinical staff provide excellent care.

Felt reassured and comfortable during appointment

Had my first cervical screening appointment today with a lovely member of the nursing staff. They were very reassuring and friendly and took the time to explain what the procedure was about and why it was needed. They made me feel very comfortable and confident about attending for future screening appointments.