Hook Surgery

During Covid my doctor (Dr Hulme) has been there for me and my family when often I have procrastinated about calling she has ensured I am not rushed and that she has treated me and my family with utmost care at all times. I have also had excellent help from the nurse team (Charlotte) . The reception team are very kind and professional. The only downside is the time it takes to get through on the phones and the e-consult is too lengthy for a request for a consultation. During these times I am grateful for their time empathy and professionalism.

Doctor Mano is a really great doctor and I would happily recommend him to anyone requiring medical services. However I am old fashioned and still prefer a practice that I can call and book a face to face appointment which is not possible here. First you need to be called by the doctor and explain your ailment over the phone before they will decide if that warrants an actual appointment. I realise that this works for some people but it does not for me, but I am not allowed the option of an immediate face to face appointment. But I think the doctors, if and when you get to see them, are great.

Looks very grand and professional from the outside but that's where it ends. So called doctors look like junior doctors or nurses and were not understanding or caring enough, did not understand or take into account my complications on top of my infection and wouldn't give me any help. Takes the biscuit having to get someone to drive from Basingstoke to Hook as well. Wasted journey we all couldn't believe this service

I think this surgery is now not functioning in any real sense.
Never answer the phone. No agreed ring back.

Just waited for 45 minutes on hold and then cut off before being answered in a queue of 12 so they can close for a 1hr 15 min lunch break. Patients always last here.

A very busy surgery but a great one. Staff are friendly and helpful, and the doctors are efficient and kind. I honestly don’t get why there are so many bad reviews. The whole of the NHS is under extreme pressure, and a little bit of understanding and politeness goes a long way. This surgery has kept my son and I safe and well for many years, and I’m grateful to be in their care.

Can't fault the surgery. The staff are friendly and my Doctor is patient and understanding. Don't know why people say they can't get through, I've phoned them regularly...told my place in the queue, then I just wait and I always get through to someone.

Maybe people are a little impatient ;).

Worst surgery I've ever been to. Was connected to this surgery by 111 as I had a bad facial rash that was spreading fast, got prescribed Hydromol that made my condition worse; the following day I was given an appointment to see the doctor at 11:00pm, waited 35 minutes just to be told there was nothing they could do for me and that I should seek help somewhere else, even though it was 111 who put me there. The only thing the doctor could say was "I don't know why you are even here, 111 was only for urgent care" . I have never felt so humiliated and disappointed in my life, I was desperately seeking for help, anything to sooth my inflammation, and was just following 111 instructions. It was a utterly waste of time. I swear I will never go to this surgery again, even when my life is on the line.

Can't fault the doctors or nursing staff but sadly the reception and customer interface is shockingly bad. I'm of the old school whereby I'll only bother doctors if it is something very serious, usually years between appointments, and I've usually dealt with Hartley Wintney. Recent experience of Hook reception was that you're made to feel a real nuisance and inconvenience and, as others have said, ages to get through if at all. Once you do get through there is a concerted effort to try and put you off talking to a doctor. Shameful experience.