Hazeldene House Surgery

Hazeldene

The doctors at this practice are all very good, however, the reception staff are unempathetic and unhelpful and let it down enormously. After recently receiving a text message asking me to call and make an appointment to discuss results of some urgent tests I'd had done, when I called to make one, the staff advised me there were no appoinments available for at least 2 weeks. Even after explaining the situation, the receptionist just kept reiterating the same phrase over and over, no empathy, or apology. It was obvious she wanted to get me off the phone at the earliest opportunity. Given that I had paid to have the tests done privately, for quickness due to the possible serious nature of the problem, I would have expected to receive a call to discuss them without having to try and make an appointment. There is only one extension to call for both same day and non urgent appointments, which means you are always in a lengthy queue even if you don't need an urgent appointment. They need to get a separate extension for general queries and non urgent appointments and have a dedicated line just for emergency/same day appointments. I've only been with this practice for a little over a year, following a house move, but every time I've tried to make an appointment for something I've had the third degree from the staff before being told to call back another time as no appointments were available. Very frustrating, when you're ill or waiting for urgent information.