The Horn Lane Surgery

Easy to book appointments when needed

Outstanding experience, I'm always able to secure an appointment whenever required and the team members are genuinely warm and approachable. Much appreciated.

Rushed appointment with unexpected letter fees

My appointment lasted around 10 minutes at most. The clinician explained that a letter had been prepared for my educational institution regarding my illness and inability to complete coursework within the specified timeframe. I was informed that if I wished to discuss my concerns further, I would need to schedule another visit as the consultation time had concluded. Subsequently, I was contacted to advise that obtaining the letter would require me to visit the practice, complete documentation, and pay a minimum charge of £35, as this is their standard procedure.

Reception staff were genuinely helpful and kind

Excellent clinical staff and supportive front desk team, truly wonderful individuals. I would highly recommend this practice!

Receptionist hung up during phone call

The receptionist ended the call while I was in the middle of discussing my daughter's test results, which I found to be unprofessional and disappointing.

Easy to book urgent same-day appointments

Excellent healthcare provider where it's possible to secure an appointment promptly on the same day for critical or urgent matters. I would suggest this practice to others.

Long wait with no updates or acknowledgement

I wish to express my dissatisfaction with my recent appointment experience. I arrived approximately ten minutes early for my scheduled time and subsequently waited for an extended period. During this time, no staff member approached me to acknowledge my presence or check on my wellbeing. I observed clinical staff moving about the premises but none made any effort to call me through for my consultation. I have ongoing health concerns that require timely medication management, and my current supply has run out. I felt that my situation was not given appropriate attention by the practice. I am concerned about the implications of this lack of care and would like clarity on accountability in such circumstances.

Reception staff unhelpful with prescription requests

I have consistently experienced difficulties with this surgery. The reception service has not met my expectations. I required a repeat prescription and had a procedure on Friday. As I mentioned I was planning to travel on Monday, I requested my prescription be ready by then. However, I was told to return on Monday for collection. When I attended, I was instead asked to come back on Thursday. This delay was frustrating and concerning given my travel plans. Additionally, when I visited to obtain a medical summary, the reception staff questioned why I needed it and informed me there would be a charge. I agreed to pay but requested to use my bank card, only to be told payment must be made in cash. This was disappointing. I later learned that a friend who visited the same practice was not charged for an equivalent request. Based on these experiences, I would not recommend this surgery to others. My concerns are primarily focused on the reception service and how requests are handled.

Felt dismissed and not taken seriously about health concerns

I am looking to register with a different practice as I feel I am not receiving the support I need for my health concerns. I believe the service provided has not met my expectations and I do not feel my needs are being taken seriously. I would prefer not to receive further correspondence at my home address and would like to request a change of provider. I am dissatisfied with the overall standard of care and professionalism I have experienced and do not wish to continue with appointments or contact at this practice. I intend to escalate my concerns to management regarding the quality of service I have received.

Reception staff attitude needs improvement

The staff changes have not improved matters. When I attended with a concerning mark on my head, the examination was brief and conducted without proper protective measures. The assessment was done from a distance and I was told there was nothing to worry about, yet the area remains painful and could potentially be serious. I was disappointed with the quality of care received. I have contacts in the healthcare field who may be able to advise me on next steps, and I am concerned about whether this could develop into something more significant if left unaddressed.

Friendly staff made the appointment easy

I had a wonderful experience at this practice. The team were very welcoming and supportive, delivering outstanding care throughout my visit. I would strongly encourage others to consider this practice for their healthcare requirements. Highly rated!

Reception team were genuinely helpful and respectful

The reception team have been helpful on several occasions, demonstrating respect and a willingness to assist.

Same day appointments handled really well

I have attended this practice on several occasions over recent months. I am extremely impressed with the standard of care provided here. The way same-day appointments are organised and handled is outstanding and operates very efficiently. Both the reception team and clinical staff are exceptional. I am grateful for the excellent service received.

Practice failed to provide adequate care

I have had a deeply frustrating experience with this practice over an extended period. I feel that the standard of care provided to myself and my partner has fallen significantly short of what we would expect, resulting in considerable impact on our health and wellbeing. The administrative processes have also been problematic throughout our time as patients. I am pursuing formal action regarding my concerns about the quality of service at this practice, as I believe there are serious issues that need to be addressed to protect other patients in the community.

Reception staff were unhelpful and dismissive

The entire practice, from front desk staff through to clinical staff, fell short of expectations. The service provided felt inefficient and wasteful of resources. This facility requires significant improvement and I would recommend seeking care elsewhere.

Same day appointments made all the difference

Have been with the practice for only a few months, having recently moved to the area. So far I am very pleased with the assistance provided by the team members and clinicians at the surgery. The availability of same-day appointments has been invaluable, and whenever I have needed urgent care outside of these slots, the staff have been prompt in responding and resolving the issue. Given that my health has required more attention recently, this responsiveness has been greatly appreciated. Would recommend to others.

Long wait despite having an appointment

This practice is disappointing as they provide appointment times but rarely see patients at the scheduled time.

Long wait then appointment cancelled without notice

I had to wait considerably longer than expected for my appointment, only to discover that the clinician was unavailable. During this time, I was spoken to by someone in a management position whose manner I found quite unpleasant and unhelpful. The interaction left me feeling frustrated and dissatisfied with my experience at this practice. I would recommend considering alternative healthcare providers.

Wouldn't trust them with my pet

The standard of care provided is so poor that I would not consider using this service for anyone or anything I care about.

Reception staff solved my problem with calm kindness

The receptionist with the welcoming demeanor is exceptionally skilled at resolving issues. Her calm manner and friendly approach make a real difference to the experience. I genuinely value the professionalism and care she brings to her role. Truly outstanding. 👏

Friendly staff made the visit quick

The appointment was handled promptly and effectively. Both the reception team and clinical staff were welcoming and approachable throughout the visit.