The Waterfield Practice

waterfield Harmanswater

when you get to see a doctor its very rare you will see one in this surgery, you will get sent somewhere else- the nurse takes over a week to get back to you to be told to pay private to get what you need done- when you work for a living caring for people, very rarely going to the doctors when i do, as i no they are busy people and don't want to waste the Doctors time, however i do pay over £150 a month on my NI so why should i pay to get something done.. If i had my Ni money back to go Private i would.. I am furious with this surgery... Everything over then internet, not easy to use as comings up with paying for doctors or scans.

Quick results and helpful phone follow-up

We have been patients at this practice for over 13 years. There have been some challenges previously, but I have observed a significant positive change recently. I do not attend appointments often, limiting my visits to routine assessments, as I have concerns about certain treatments; however, I recently underwent a comprehensive health evaluation. The findings were communicated within 2 working days, accompanied by a telephone consultation, and all information was promptly reflected in the patient portal. This is commendable.

Online forms don't capture what you actually need

This practice has significant issues. I attended with persistent nausea and was informed the symptoms were psychological in nature, with medication suggested accordingly. However, it subsequently emerged I had a gallstone complication requiring intervention, despite the practice being aware of my previous gallstone history and pending procedure. The physician assistant demonstrated behaviour I found discourteous and unprofessional. The online appointment system lacks adequate options and functionality, making it difficult to use effectively. Whilst there have been one or two positive experiences, the problematic visits have been more frequent overall. A small number of clinicians at the practice are competent, though access to them can be challenging. One particular clinician who departed in December was exceptional, demonstrating genuine attentiveness and commitment to patient care, and their absence is notably felt.

Long wait to discuss procedure results with doctor

I was attempting to obtain results from a procedure and understood they had been received at the practice. When I rang to inquire about them, I was told I would need to speak with a clinician, but there were no telephone appointment slots available for the next 2 weeks, with no clarity on when I might receive a call. I was advised to ring back in 2 weeks to request an appointment again. I had experienced a similar medical matter 2 years previously, which was managed by the hospital under an expedited pathway at that time. Now that my practice is handling the same issue, the overall process has already extended beyond 7 weeks. I now face another 2-week wait to see whether a clinician will be able to discuss the results with me, and if not, it appears I would be looking at yet another 2-week delay. This level of service is simply not satisfactory.

Reception staff gave wrong information and wouldn't listen

I have been attending this practice for a considerable time and I am disappointed by what I perceive as a decline in service quality. I recently had a telephone conversation with a member of the reception team who I felt was unhelpful and inflexible. I made a straightforward request but received information that I believe to be inaccurate, based on my professional background and understanding of relevant procedures. When I asked to speak with another member of staff, I was told this was not possible. I would encourage others to consider raising concerns through appropriate formal channels if they share similar experiences. The standard of service has fallen significantly compared to how this practice operated previously. I did have a positive interaction with another staff member who was considerate and willing to assist, though this was curtailed by the earlier unhelpful response. Beyond the reception experience, I have found some clinical staff to be supportive and competent. It is regrettable that the overall experience has been diminished in this way. I feel that while the practice expresses concern about patient conduct, some interactions from staff members have felt dismissive and unwelcoming towards patients. I have given a low rating as I felt compelled to reflect my overall dissatisfaction.

Receptionist didn't listen to my concerns

I was quite let down by my recent interaction with the reception staff at the surgery. I felt they came across as dismissive and unhelpful throughout our exchange. It seemed as though they weren't genuinely engaging with what I was trying to communicate, and I got the impression they wanted to hurry me along rather than properly hear me out. When reaching out to a medical practice about health matters, you'd reasonably expect to be treated with basic respect and consideration. Regrettably, the standard of service I experienced did not meet these expectations. I would encourage the practice to consider ways of enhancing how their reception team communicates with patients and delivers care.

Helpful and approachable medical team

Excellent medical professionals. Consistently very supportive and accommodating.

Couldn't get through on the phone lines

I have an upcoming appointment scheduled, but I have made the decision to switch to a different practice because I consistently struggle to reach your surgery by telephone. I have attempted to call in order to cancel my appointment, however I have experienced difficulties with the phone lines disconnecting. I am uncertain about the proper procedure for cancelling my appointment.

Booking appointments through their website doesn't work

Why is booking a GP appointment at this practice so difficult? The website directs you to attempt booking online, yet there appears to be no available option to actually schedule an appointment with a GP through that system. This seems like a significant oversight in their booking process.

Quick response to online consultation form

I recently submitted an online consultation form due to experiencing worsening symptoms. The medical professional contacted me promptly by phone and arranged an appointment for the following day. During the appointment, I felt well heard and received clear guidance about the next steps in my care. I was very satisfied with the service provided by the practice and the clinician involved.

Reception staff seemed unhappy and unhelpful

The receptionist appeared unhappy. We were directed to attend an alternative clinic location that is situated quite far away. The clinician came across as somewhat unprofessional despite being friendly and personable. I would not suggest this practice to others.

Staff insisted on app despite urgent need

I would rate this experience far below one star if possible. The team displayed discourteous behaviour and appeared to prioritise procedural requirements over genuinely hearing patient concerns. When I contacted the practice several times today to arrange an urgent appointment as recommended by an out-of-hours service, I was repeatedly instructed to use the online booking system instead. It seems questionable to employ reception staff if their primary function is simply to redirect people to digital platforms. Throughout my interactions, the team demonstrated what felt like rudeness, an absence of compassion, and a lack of willingness to go the extra mile.

Service is slowly getting better here

The practice appears to have made some recent staffing changes, and it seems the overall service quality is showing signs of improvement. I hope this feedback is useful.

Practice seems disconnected from patient needs

A practice that appears remarkably disconnected from the needs of those it serves

Felt listened to and calls came through

Outstanding care and attention from the clinician I saw. They listened carefully and called me back when promised.

Unhelpful reception staff made me feel unwelcome

I would recommend considering alternative healthcare providers for your medical needs.

Dismissive phone appointment left me feeling unheard

I recently had a telephone consultation with a clinician at the practice. The appointment took over a week to arrange. During the call, I felt the clinician was unhelpful and somewhat dismissive, and I didn't get the impression that my concerns were being taken seriously. The interaction felt rushed, as though it was simply another appointment to get through rather than a genuine engagement with my needs. I was also uncomfortable with the manner in which the consultation was conducted. As a new patient to this surgery, I found the experience quite different from my previous practice, where I felt the clinicians were much more attentive and genuinely interested in their patients' wellbeing. I am disappointed by this experience.

Follow-up calls made all the difference

Thank you to the team members who assisted me throughout my care journey. While my initial contact didn't feel particularly productive, the subsequent follow-up was excellent. The staff reviewed my records and provided outstanding support, including helpful check-ins and well-coordinated appointments. I'm pleased with how things progressed and very appreciative of the care I received.

Receptionist kindness made the difference

I found the online appointment system quite challenging and became frustrated enough to abandon it. However, when I telephoned the surgery, I spoke with a receptionist who was genuinely kind and supportive. A clinician called me back the same day and I received a prescription promptly, with everything resolved within 24 hours. As a newly registered patient, I felt it was important to share this positive experience, particularly given some of the critical feedback I had seen elsewhere.

Electronic check-in made the process quicker

The practice offers an electronic check-in system for appointments, which helps reduce time spent waiting at the reception area. The nursing staff were welcoming and provided good support.