The Village Surgery

Terrible surgery, they are so passive aggressive and treat you like a hindrance and annoyance. They forget completely about customer care and empathy. You can never get an appointment. At best an advance appointment for 4 weeks time. It’s just not good enough. Receptionists are the worst. Tone of voice is always passive aggressive.

My wife Had a failed course of antibiotics, was asked to pop down for a check with the nurse.
Only received a text saying a new prescription had been assigned.
No details on which one or how long, and unable to ask any questions as the doctor did not call.

Due to the bank holiday we recently had to try a virtual gp service (livi), and I am really angry that the virtual service is better than a local surgery.

The most helpful and kind doctors surgery I've ever been to. I was able to register, get an appointment the next day, and see a lovely doctor.

I have attended several times over the last year for various health complaints and seen 6 different GP's. Every one has been fantastic. Caring, listening, reassuring and proactive. A busy practice but excellent services. Econsult option is very useful and a good idea for non urgent appointments. I have always found the receptionists to be helpful and friendly.

I recently moved to Southwater. My experience of this surgery, even in these difficult times, has been flawless.OK sometimes there is a queue to get through on the phone, but the reception staff are friendly and professional, the practitioners I've spoken to have given first class care and attention. I haven't had any issues getting prompt access to healthcare.

I think this negative review has been long overdue, and I do have to agree with the majority of the other poor feedback too. Most of the doctors and nurses are brilliant and super attentive during your appointments... and I appreciate the last year and a half must of been very challenging.

However I feel the practice has too many clients, meaning it’s near impossible to get an appointment within 3/4 weeks (2 if you’re lucky). To add to this - the way you’re handled by most of the receptionists, can often make you feel unimportant and a nuisance. On one occasion last year, I called in a very sensitive state, and was sadly spoken too in a really impolite way. This experience how now led me to be very anxious when calling. I have also struggled over the years obtaining various prescriptions, which has led me to only order through the Well app online now.

I think a couple of changes may need to happen in order to retain your loyal clients, as some may start to move elsewhere.

Awful service. Can't get through, when you do, told no appointments for weeks.
If lucky enough to get a telephone appointment, they ring once, if you miss the call, you then have to ring surgery again to say you still need it. So back to long waits to get through.

Will only prescribe drugs they want you to have, not what helps.

Can't get to see anyone even if an ongoing issue, you've had months, 3 different prescriptions which haven't worked. Reluctant to refer to anyone else.

Advertising to take on more patients, yet those already registered have trouble getting in!!

This review is for the village surgery and Boots the chemist. My husband and I moved to Southwater from Bookham in Surrey at the end of June.
Sadly on my first experience of the village medical centre I am not impressed and on the current performance I am not hopeful for future dealings. I put in a prescription request by email, phoned a day or so later to check it was being actioned and was told it was with a doctor and I should give it a day or so before collecting my medicine from Boots opposite the surgery. I left it a tad longer to be on the safe side but when I went in this morning it hadn't been received. Went over to the surgery and was told it had been given to a doctor who was on holiday and it would have to go to another doctor so would not be ready until later. So I returned home where I received a call from the surgery to say it was now at Boots. But when I got to Boots a very officious young man said it wasn't ready and that in future I should phone first, there were about 200 people ahead of me and to come back in 20 - 30 mins. So I waited in the car before joining the queue outside the shop when a lady assistant came out to tell me that the medication was not even in stock and that I would have to go back in the morning......but she would phone me. If I could give no stars I would. Shocking. The Boots in Bookham was fantastic in comparison as was my GP.