The New Surgery

Terrible healthcare service causing patient serious distress

Steer clear of this healthcare provider if possible!!!! After living with neurological conditions and relying on consistent medication for nearly two decades to manage my symptoms, obtaining my monthly prescription has become an absolute nightmare. I've been waiting on hold with medical support services for the tenth consecutive month, and it's utterly ridiculous. Moreover, the recommended six-monthly neurological check-ups have been completely neglected - I haven't been able to schedule an appointment in three years. The entire system is completely dysfunctional.

Exceptional service from a dedicated professional secretary

Kirsten, the administrative assistant, demonstrated exceptional dedication by actively pursuing the information I needed. She promptly returned my call and displayed remarkable professionalism and courtesy throughout our interaction. I deeply appreciate the outstanding level of service provided.

Worst medical service ever, absolutely shocking experience

Uncertain whether this establishment qualifies as a medical practice, given the near-impossibility of securing an appointment. The phone line remains perpetually busy, and on the rare occasion one manages to enter the queue, the call invariably disconnects after a set duration. Fundamentally, the service is completely inadequate. Update: Following an exhaustive hour-long attempt to connect, I eventually reached someone, only to be informed that no appointments were available for the day and I would need to retry tomorrow. When I courteously inquired about the rationale behind being unable to schedule an immediate appointment, particularly as I was seeking my child's medical results, the charming receptionist summarily terminated the call. Exceptional.

Worst customer service ever, robotic and unhelpful

Absolutely dreadful experience. The staff come across as cold and mechanical, completely devoid of human warmth. Their interactions are curt and impersonal, lacking any semblance of friendliness. I find myself deliberately steering clear of them, preferring to contact emergency services instead, who at least demonstrate some basic human decency when responding to calls.

Terrible reception that made my blood boil

Absolutely appalling reception experience right from the moment you enter. The staff at the front desk display an incredibly discourteous demeanor, acting as if assisting customers is an inconvenience. Their demeanor is hostile and unwelcoming, making you feel like an unwanted interruption while you're simply seeking basic assistance.

Frustrating healthcare experience with zero appointments

Terrible medical procedure Spent 60 minutes just trying to navigate their queuing system. In total, 1 hour and 20 minutes wasted, and ultimately discovered all available slots had vanished! I was attempting to schedule an appointment for my disabled friend. Now we're forced to transport her to the Royal Vic to consult a physician.

Frustrating experience with terrible medical service

Attempting to schedule an appointment is an exercise in futility, with endless phone calls yielding nothing. By some miracle, I managed a single online callback. After waiting two weeks, I visited in person to inquire about my x-ray results, only to be instructed to book another appointment with the doctor - but how exactly am I supposed to do that? The entire experience at New Surgery is nothing short of a complete time-waster.

Worst customer service experience of my life

Front desk staff displayed the most appalling customer service I have ever encountered in my entire life. Her demeanor was shockingly disrespectful and unprofessional.

Caring doctor saves the day despite booking struggles

Getting through to this medical practice by phone is challenging, and their same-day appointment scheduling doesn't suit my needs. However, the annual health check invitations for my disabled sister have consistently been handled well. Despite previous negative rumors about Dr Mukherjee, I found her genuinely warm and personable during our recent in-person consultation, and she was particularly attentive to my sister with learning disabilities. I strongly believe the practice should offer advance booking options. The current struggle to secure same-day appointments is incredibly frustrating, and I'm unwilling to continue navigating this stressful process.

Dangerous medical practice threatens patient safety

This establishment is an absolute embarrassment! This medical practice will result in fatalities! It deserves to be shut down!! I have a multitude of experiences and justifications for writing this review, speaking not just for myself, but for my partner and my mother, who serves as a caregiver for my disabled father, whose medication management is consistently botched by the upstairs office staff. I genuinely believe they're attempting to endanger his life?! Utterly incompetent!! This surgery desperately requires new leadership, as it's clearly non-functional in every conceivable way.

Frustrating phone experience with medical practice

Attempted to contact my physician as instructed. Yesterday, I endured a frustrating hour waiting, only to be informed that staff had already departed when the call finally connected. This morning, I made repeated attempts—around 50 calls—yet couldn't even reach the waiting queue. The doctor is excellent, but their communication system is incredibly problematic.

Frustrating customer service that drives people mad

My spouse and I spent half an hour just trying to get into the phone queue today. After another half hour of waiting, I was disconnected right when I was next in line. In frustration, I struck the wall and now have an injured, bleeding finger. I cannot recall the last occasion when I successfully scheduled an appointment by phone. Save yourself the hassle and contact 111 instead.

Nightmare booking system at new surgery clinic

Absolutely abysmal scheduling system... attempting to book appointments by phone at specific times is a complete farce! This morning, I made 68 attempts starting at 8:30, and every single call was met with an engaged tone. Tried again at noon, and incredibly, still couldn't get through. Completely frustrated, I ended up visiting the drop-in centre at Royal Victoria. When I explained my situation to the receptionist, she actually laughed and sympathized with my predicament. I doubt New Surgery will even see this review, but they should be thoroughly mortified by their utterly incompetent booking process.

Worst medical practice ever avoid at all costs

I've awarded a single star, wishing there was a zero-star option. This general practice is absolutely dreadful. Anyone concerned about their well-being should steer clear of this clinic. Your safest course of action is to contact the medical helpline 111.

Terrible service that left me completely frustrated

Utterly unbelievable experience! I endured over 20 minutes waiting on hold, only to physically visit the practice, where I was abruptly informed they exclusively schedule appointments through online or telephone channels. At that very moment, I had already been on hold for more than 30 minutes. When I finally connected with someone, they coldly stated no appointments were accessible and advised me to retry calling the next day. Absolutely deplorable customer service!!! I would gladly assign zero stars if possible, but the rating system forces a minimum of 1 star.

Terrible healthcare experience with unresponsive medical practice

Completely appalling service when attempting to schedule an appointment - communication is virtually nonexistent. Nobody picks up the phone, and securing an actual doctor's consultation is incredibly challenging. This medical practice desperately requires major reforms. It's impossible to properly assess a patient's condition through a telephone consultation without a physical examination. I've been forced to contact emergency medical helpline 111 repeatedly due to constant unanswered calls and fully booked schedules. The clinic functioned adequately prior to the pandemic, but since reopening, the quality of service has dramatically deteriorated.

Worst medical service ever experienced in my life

The service at this facility is abysmal - the likelihood of encountering staff, much less a physician, is practically nonexistent. The employees demonstrate zero compassion and are entirely unhelpful. You can waste countless hours attempting to schedule an appointment, only to be repeatedly informed that no slots are available. I've been struggling to secure a consultation for a week now, unable to complete an online assessment as I'm required to have an in-person examination. This establishment is utterly ridiculous, and they completely disregard any grievances patients raise. As a medical professional myself, I find their appalling service to be deeply embarrassing and unacceptable.

Terrible healthcare that fails patients in desperate need

They couldn't care less about my employment status or whether my family has food on the table. My entire existence hinges on these medications, and I'm completely immobilized with excruciating back and leg pain. This medical practice consistently fails to send my prescription to the pharmacy. They're absolutely the worst healthcare provider I've ever encountered. Today, I had to call 200 times - good heavens!

Terrible service left me stranded without medical help

Their service is absolutely terrible. I've attempted to contact them 43 times, and even at 8:30, their phone remains unresponsive when I'm in urgent need of medical assistance.

Frustrating service far from helpful

Informed that I'm supposedly outside the service zone, despite being less than 2 miles from the location.