The Hollies Surgery

Patient Experience Summary

Feedback reveals a practice with significant operational and clinical challenges alongside pockets of positive experience. Appointment access remains a persistent barrier, with patients reporting difficulty booking consultations, extended waiting periods to reach reception, and delayed callback arrangements. Communication responsiveness emerges as a major concern, with patients describing unresponsive online systems, prolonged delays in receiving test results, and insufficient explanation during consultations. Several patients highlight issues with continuity of care, including inconsistent physician availability and fragmented medical record-keeping that affects treatment decisions.

Where the practice receives praise, it centres on reception staff professionalism, individual clinician expertise, and compassionate care from specific team members. However, these positive interactions are overshadowed by broader systemic issues including medication management problems, insufficient clinical examination, dismissive responses to patient concerns, and barriers created by reception gatekeeping. Patients report feeling unheard and abandoned, particularly those with complex medical needs or mobility limitations seeking home visits or specialist support.

The feedback suggests the practice requires substantial improvements in appointment availability systems, communication protocols, clinical responsiveness, and staff training to ensure patients receive timely, thorough, and respectful care. Recent management changes have been noted positively by some patients, indicating potential for service improvement if systemic issues are addressed comprehensively.