Helme Chase Surgery - The James Cochrane Practice

Friendly staff, though appointment waits are long

The doctors and staff have all been wonderful to deal with. Occasionally there can be a delay in securing an appointment for non-urgent matters, though this seems to be a common issue across healthcare services at present.

Receptionist hung up without listening to me

The receptionist was unhelpful and ended the call very quickly, which felt dismissive of my needs.

Helpful practice with empathetic staff support

A highly supportive and well-organised practice with an integrated pharmacy service. The clinical and administrative team demonstrated genuine compassion and understanding, while providing a flexible and considerate approach to patient care.

Unhelpful responses and dismissive attitude

There's little point in visiting, as you're likely to be directed to contact the NHS helpline instead.

Receptionist made me feel genuinely heard

I recently spoke with a member of the reception team who made me feel genuinely valued and heard. The conversation left me feeling very satisfied with how matters were handled. They really went the extra mile to help. Thank you.

Easy to book and friendly staff

Same day appointment available. Welcoming front desk team. Straightforward registration process. Supportive clinician. Everything went smoothly. Much appreciated.

Receptionist didn't mention doctor was on holiday

Attended an appointment and was instructed to wait in the upstairs area. After waiting for an extended period, I went back downstairs to inquire about the delay and was informed that the clinician was unavailable due to being away. This was arranged through a taxi medical service. I had also experienced issues with this practice during the previous year.

Worst customer service I've experienced

The service provided fell short of expectations.

Consistent care for my grandad

The practice maintains an excellent level of care for my grandfather.

Couldn't book a single appointment all year

Extremely poor patient care experience. I have been registered with this practice for a year but have been unable to secure any appointments. Appointments consistently fail to materialise due to what appears to be inadequate organisational and management systems.

Getting appointments here feels near impossible

I have become quite frustrated with this surgery. Having been a patient for approximately two decades, I have witnessed what feels like a gradual decline in certain areas over that time. I am reluctant to leave a negative review as the vast majority of the team here are genuinely excellent. However, the real difficulty lies in securing an appointment initially—it remains extremely challenging even when calling at opening time. Furthermore, when an appointment is eventually obtained, there is a risk it may be cancelled or subject to administrative issues. This situation warrants attention and consideration. Perhaps alternative approaches to the booking system could be explored. I am uncertain what the solution might be, but the appointment scheduling process definitely requires improvement. The current situation feels unacceptable.

Phone support made it simple and easy

What I initially expected to be a straightforward repeat prescription request became unexpectedly complicated due to technical and access issues. After persisting and making a phone call, I was eventually able to resolve it without difficulty. It is disappointing to learn that this telephone service option will no longer be available going forward.

Appointment cancelled with no warning or explanation

I attended an appointment that had been arranged for a minor surgical procedure. I had taken several days off work in preparation for recovery following the procedure. Upon arrival at the appointment today, I discovered there was no procedure scheduled, despite receiving a reminder message just 12 hours prior. When I spoke with the clinical staff, I was informed that the appointment should not have been made in this way. As a result, I have lost income from the days I took off work and the procedure has not taken place. I attempted to find contact details to lodge a formal complaint but was unable to locate an email address for this purpose. This represents the third occasion on which I have experienced difficulties with this practice. I would advise others to carefully consider their choice of provider.

Friendly and professional from first call

I have needed to get in touch with and attend the surgery on a couple of occasions during 2024 and I must say I have been extremely impressed. Throughout the entire process, from my first phone call through to my appointment, the team has treated me with professionalism and warmth. I am very grateful for the care received and hope this standard of service continues.

Reception dismissive when struggling with mental health

This practice was once excellent, but my experience deteriorated significantly. I experienced multiple diagnostic difficulties over several visits before eventually receiving a referral that led to a different diagnosis for my symptoms than what had been previously documented in my records. Beyond the diagnostic challenges, I felt the practice's approach to my mental health concerns lacked sensitivity and understanding. Following a difficult period in my life, I sensed that the practice was keen to distance itself from me rather than provide continued support, which left me feeling unwelcome and abandoned during a time when I needed care.

Friendly staff made the visit pleasant

The team here were welcoming and the clinical staff provided useful assistance.

Quick email response and helpful appointment

Contacted the practice Monday morning via email requesting assistance. Received a response the same day with an appointment scheduled for the following week. The appointment went very well with a friendly and professional clinician who provided helpful guidance. Felt reassured by the support and advice given. Much appreciated.

Reception staff were dismissive and unhelpful

There's not much point attending this practice as the staff don't seem to care. You often get dismissed by the clinicians, particularly when your children are unwell, and the reception team can be quite unwelcoming at times. I've been a patient here for many years and I'm disappointed by how much the quality of service has declined.

Quick appointment after morning phone call

Can't fault it. Called at 10am and was seen by a clinician at 12.15pm.

Couldn't reach surgery when urgent help needed

I attempted to contact the practice multiple times to seek clarification regarding my health matter. Each time I called, I received an automated message stating that the line was not currently accepting calls and suggesting I try again later. No alternative contact method or further guidance was provided. Given the time-sensitive nature of my situation, I found myself unable to reach the surgery.