The Horn Lane Surgery
Great! (88 reviews)
Great! (88 reviews)
Patient feedback for this practice reflects a mixed experience with notable strengths in reception courtesy and clinical professionalism, alongside concerns about appointment access and communication responsiveness. Many patients report positive interactions with welcoming reception staff and describe clinical care as thorough and compassionate, with several noting the availability of same-day appointments. However, a significant proportion of feedback highlights difficulties in booking appointments, challenges reaching the practice by phone, and instances where patients felt their concerns were not adequately addressed during consultations. Some patients reported insufficient clinical examination, dismissive conduct from staff, and delays in receiving callback appointments or medication requests.
Appointment availability emerges as a key area of inconsistency, with some patients securing same-day slots while others describe lengthy waiting lists and difficulty accessing care when needed. Communication issues are frequently cited, including unresponsive phone lines, delayed email responses, and instances where patients felt unheard during interactions. Reception service quality varies, with praise for helpfulness and courtesy balanced against reports of unhelpful or unprofessional conduct.
The practice demonstrates commitment to patient care through proactive health monitoring and follow-up arrangements, particularly for vulnerable patients. Clinical staff are generally described as knowledgeable and professional, though some patients expressed concerns about the depth of clinical assessment and the willingness to listen to patient concerns. Overall, the practice shows capacity to deliver good care but would benefit from improving appointment access consistency, communication responsiveness, and ensuring all staff interactions reflect the courteous approach that many patients have experienced.
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Patient feedback for this practice reflects a mixed experience with notable strengths in reception courtesy and clinical professionalism, alongside concerns about appointment access and communication responsiveness. Many patients report positive interactions with welcoming reception staff and describe clinical care as thorough and compassionate, with several noting the availability of same-day appointments. However, a significant proportion of feedback highlights difficulties in booking appointments, challenges reaching the practice by phone, and instances where patients felt their concerns were not adequately addressed during consultations. Some patients reported insufficient clinical examination, dismissive conduct from staff, and delays in receiving callback appointments or medication requests.
Appointment availability emerges as a key area of inconsistency, with some patients securing same-day slots while others describe lengthy waiting lists and difficulty accessing care when needed. Communication issues are frequently cited, including unresponsive phone lines, delayed email responses, and instances where patients felt unheard during interactions. Reception service quality varies, with praise for helpfulness and courtesy balanced against reports of unhelpful or unprofessional conduct.
The practice demonstrates commitment to patient care through proactive health monitoring and follow-up arrangements, particularly for vulnerable patients. Clinical staff are generally described as knowledgeable and professional, though some patients expressed concerns about the depth of clinical assessment and the willingness to listen to patient concerns. Overall, the practice shows capacity to deliver good care but would benefit from improving appointment access consistency, communication responsiveness, and ensuring all staff interactions reflect the courteous approach that many patients have experienced.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Nunnah N.
3 years ago
Bad!
Reception staff shared confidential information carelessly
This practice has not met my expectations. The clinician came across as dismissive and unhelpful. I also have concerns about how patient information is handled at reception, as it appears to be accessed and discussed too openly. I would encourage the practice to review their procedures and make meaningful improvements, or consider whether they can continue to operate effectively.
Noureddin A.
3 years ago
Bad!
Quick appointment missed serious infection
I arranged an appointment for my daughter who was experiencing a fever. The consultation lasted approximately one minute, during which a brief examination was carried out and I was informed there was no infection present, with a viral illness suggested instead. I was not satisfied with the findings from this visit, so I sought a second opinion at the hospital. The hospital assessment indicated a different diagnosis involving infections in two areas. I felt the initial examination was insufficiently thorough for the concerns presented.
Marina M.
3 years ago
Excellent!
Friendly staff but online booking needed
I am very satisfied with the care I have received at this practice, which stands out as the best I have experienced. Having been a patient there for several years, I have consistently found the team to be approachable, supportive and well-organised. The one area that could be enhanced would be the introduction of an online appointment booking system.
Alan M.
4 years ago
Excellent!
Reception team were really helpful and understanding
The reception staff were excellent and demonstrated great helpfulness and compassion.
Stef L.
4 years ago
Excellent!
Responsive surgery with helpful reception staff
Excellent medical practice with a highly responsive and very helpful approach. The reception team provided outstanding customer service, demonstrating helpfulness and politeness throughout.
Makaveli24k M.
4 years ago
Excellent!
Quick appointment sorted without fuss
I had a wonderful experience at this practice and would like to express my gratitude to the clinical team for resolving my concerns efficiently. The doctors provided excellent care and the overall service was outstanding. I would highly recommend this practice to others and would rate it five stars.
Teby T.
4 years ago
Excellent!
Friendly reception staff made the visit pleasant
Excellent reception staff and medical professionals.
Kameran M.
4 years ago
Excellent!
Friendly reception and caring doctors
The reception staff were very helpful and the doctors were lovely.