The Laurels Surgery

Terrible service for patients with urgent medical needs

I followed my physician's recommendation to schedule a home consultation due to my intense migraines. My medical condition prevents me from traveling to the clinic in person. Upon calling at the designated time of 8am, I encountered no response and the line remained unanswered. When I attempted again at 8:15, I found myself seventh in the waiting queue. After explaining my urgent medical situation, I was informed that all home visits for the day were fully reserved. The staff advised me to retry calling on Monday morning, leaving me to endure continuous pain throughout the entire weekend. My expectations for a successful appointment on Monday are extremely low. The receptionist's demeanor was notably unhelpful, and they didn't even bother to take down my personal details.

Quick relief from blocked and painful ears

Underwent ear syringing due to significant blockage. Grateful for the procedure and its effectiveness.

Worst medical practice ever shocking patient care

If I could award zero stars, I absolutely would. The surgical practice is absolutely atrocious. There are no physicians available and no way to schedule appointments. The manner in which they've mistreated my aging parent is completely unacceptable and reprehensible. This medical facility deserves legal action and should be investigated by regulatory bodies, as it is fundamentally non-functional and fails to meet even the most basic standards of care.

Terrible service and unhelpful medical staff

The employees are completely incompetent and consistently fail to provide even the most basic information. The practice manager urgently needs to address these staff performance issues and implement proper training or management.

Terrible medical practice with zero patient support

I'm thoroughly frustrated with this medical facility, which has proven to be the most incompetent healthcare provider I've encountered. For five months, I've struggled to secure a simple appointment. Attempting to book at either 8:30 AM or 1:30 PM results in instantaneously vanished time slots, and their rigid policy prevents scheduling anything beyond the same day. The receptionists are arrogant and seem to believe they possess medical expertise, when in reality they're just unhelpful, discourteous, and entirely unprofessional. I'm actively seeking a general practitioner who demonstrates genuine commitment to patient care and actually wants to assist their patients.

Worst medical experience ever in flint

Absolutely dreadful medical practice with a completely broken system and abysmal customer service. The front desk staff operate like defensive shields, constantly manufacturing reasons to prevent patient appointments. They inexplicably have no physicians available on Friday afternoons, despite being contractually required to offer care during their stated business hours. Steer clear at all costs! Seek out any alternative medical facility in the Flint area.

Terrible service that makes patients feel hopeless

I'm struggling to understand the issues with this medical practice's operations. Booking a simple appointment is an ordeal - you're required to call precisely at 08:30, and getting through is nearly impossible. Even when you do manage to connect, you're stuck in a lengthy queue lasting over an hour, with eight people ahead of you, and by the time someone answers, all available appointment slots have vanished. Moreover, I submitted my ADHD and bipolar documentation as requested by the mental health team, and their administrative staff took an astonishing six months to forward these documents. This required multiple personal visits and phone calls from me to finally get the paperwork processed. The delay is infuriating - it's no wonder patients become discouraged and feel hopeless. During my visits, I've observed the reception area, where two staff members sit, with one consistently distracted by personal phone activities. Congratulations, Laurals - you should truly be proud of your exceptional team performance 👏 👍 🙌

Worst medical practice ever terrible customer experience

This medical practice is an utterly abysmal representation of healthcare... I wish I could rate it below zero, which is precisely what it merits. After spending over a week attempting to schedule an appointment, I finally got through only to endure a 90-minute hold, just to be disconnected when I reached the front of the queue due to supposed technical problems! When I tried to voice my frustration, I was met with complete indifference, with the practice manager conveniently unavailable - how predictably typical! Their complete absence of empathy is truly appalling. The level of service is nothing short of reprehensible.

Terrible healthcare service that failed every expectation

I'd rate this abysmal healthcare facility with zero stars. They should be shut down due to their complete inability to manage patient care and workload. During my appointment, I encountered a nurse who claimed she would send a prescription to Boots, but incredibly, they have a printer that cannot even print prescriptions. When I went to Boots that evening, no prescription had been received. Upon calling the surgery back, I discovered they had lost the prescription, forcing me to wait for it to be reissued. This is an utterly unacceptable and shocking healthcare service.

Terrible healthcare that left me completely frustrated

Would give zero stars if possible. These are the most incompetent physicians I've ever encountered! I've spent months attempting to secure a consultation with a doctor, and still no success 🤬 The wait times just to reach reception are unbearable. This is an absolutely pathetic healthcare facility. The quality has drastically declined compared to how it used to be. I've been a patient here my entire life and feel completely betrayed

Frustrating medical service with one compassionate receptionist

On 20/12/2022, I attempted to contact the surgery regarding my 103-year-old patient, initially calling at 12:30 PM only to be informed that they were closed and would reopen at 1:30 PM. After finally getting through at 4 PM, I was told no doctor was available and was instructed to call back at 8:30 AM - Completely unhelpful and extremely discourteous!! When I called again at 8:30 AM, it took 30 minutes to get through. The receptionist I spoke with is the sole reason I've awarded 3 stars; she demonstrated genuine empathy towards my situation, clearly explained the process, and was a welcome departure from the typical reception staff I've encountered. I deeply regret not capturing her name, but I extend my sincere gratitude, as I had braced myself for a challenging interaction that morning.

Terrible service leaves patient frustrated and helpless

I've been stuck on hold for 45 minutes, this is my third attempt. I'm bedridden with the flu and trying to refill my husband's prescription after his stroke, since I can't physically go to the pharmacy. Instead, I get disconnected—it's absolutely ridiculous. They should get negative stars. When I finally got through and explained my situation, being sick and unable to come in person, I was told they don't handle prescription refills over the phone. When I suggested I'd have to drag myself out of bed to come down, the representative accused me of being sarcastic. It's an impossible situation—I simply can't win.

Terrible doctors who clearly don't care about patients

These doctors are completely indifferent and seem to have no concern for their patients' well-being or care.

Worst healthcare system ever terrible appointment process

Absolutely zero stars deserved. The system is completely terrible. Urgent action is required to address the appointment booking process. No advance scheduling possible... Same-day bookings only.. If slots are filled, you're out of luck.. I

Terrible customer service and constant closed doors

Absolutely dreadful attempting to contact them, and they've been closed for an extended period recently because of insufficient staff.

Frustrating surgery appointments and endless phone calls

Attempting to secure a medical appointment has been an absolute nightmare. Monday morning at 8:30, I began repeatedly dialing, enduring over 12-minute hold times only to be disconnected by a "reception busy" message. This cycle continued until 10:10 when I finally got through, only to be told no appointments were available and advised to call back the next day. When I described my symptoms and expressed concern, I was essentially directed to use 111 or retry the following day. Fortunately, a 111 clinician recommended I go directly to A&E, and I'm now at the hospital for a scan. When I needed to address another medical issue, I called Tuesday and encountered a recording about staff training, instructing me to call after 5pm. Wednesday's attempt started at 8:30am and succeeded at 9:40. While the staff are genuinely helpful, they're constrained by a deeply flawed telephone system and process - and it's this system I'm criticizing, not the staff. My previous surgery in Chester had a superior approach: a clear queuing system, no disconnections, and receptionists who would assess symptoms and direct patients to appropriate triage. They had dedicated urgent appointment slots and a structured process for determining whether a phone or in-person consultation was needed. I recognize these improvements can't happen overnight, but similar complaints have been consistent over the past year. Something must change. Despite feeling conflicted about critiquing services during challenging COVID times, the stress of this experience has been overwhelming.

Excellent medical practice with caring and responsive staff

Based on our personal encounters, our interactions with this medical practice have been entirely satisfactory. We've consistently been able to secure physician consultations when necessary or been appropriately referred to alternative healthcare services. While the reception staff appear quite occupied, they have consistently demonstrated courtesy and a willingness to assist.

Terrible service and impossible to schedule appointment

Scheduling an appointment here is incredibly challenging. Lately, their phone service has become unbearable - you wait on hold for what feels like an eternity, only to have the call persistently ring without anyone picking up, and then abruptly disconnect. The whole experience is incredibly aggravating.

Frustrating and impossible healthcare nightmare

Securing a medical consultation has been a nightmare. I've been persistently calling from early morning for nearly a week, desperately trying to schedule an appointment, only to be repeatedly informed that all slots with a general practitioner are fully booked. This healthcare service is completely ineffective and fails miserably at providing basic patient care.

Horrible healthcare with impossible appointment system

This medical practice is absolutely the worst I've ever encountered. Attempting to secure an appointment on a Friday is futile since no doctors are available. They constantly instruct patients to call at 8:30, but after three hours of continuous dialing, I was completely frustrated. When I called in the afternoon to request a consultation for the next day, I was dismissively told to call back at 8:30 again. Upon explaining my inability to get through, the receptionist claimed they have two staff members constantly answering phones - which seemed like a complete fabrication. Despite being in significant pain, I visited the practice at 8:30 the following morning. Upon opening, one receptionist was on the phone while the other repeated the 8:30 call instruction (which felt like a cruel joke). Ironically, she did manage to schedule my appointment, and the doctor - who was actually quite pleasant - contacted me quickly. However, I can't imagine her tolerating this dysfunctional environment for long. The abysmal level of patient care is inexcusable and has been consistently terrible for years, definitely not just a pandemic-related issue.