The Laurels Surgery

Trying to get through to the surgery to make an appointment is horrendous. I started calling at 8:30am on Monday constantly, holding for 12mins plus to then get put through to a message saying reception busy and cut off. This repeated until I got through at 10:10 and told no appointments left and call tomorrow. I explained my symptoms and said I’m concerned is my only option 111 and was told yes or call back the next day. At least I spoke to a clinician via 111 who asked me to go straight to A&E ! I’m now back at the hospital for a scan today. As I had another matter to sort which required a doctor I did ring again on Tuesday to get the message shut for training and call after 5pm. I again rang Wednesday and I eventually got through having started at 8:30am at 9:40. Whilst the staff are really helpful they are restricted by a poor telephone system and process which is such a shame and it is the system/process I’m scoring not the staff. At my last surgery in Chester, you rang went into a queuing system you knew where you were in that queue, you never got cut off. You spoke to the receptionist who asked symptoms and depending on that conversation was advised a triage nurse would call you. This helped prioritised patients and it was not down to luck at getting through before appointments ran out. Following that call would decide whether a doctors phone call or face to face was needed. Also, they had a number of doctor appointments which were for urgent situations. I know this can’t be resolved quickly but many of these reviews are in the last 12 months and all saying the same. Something needs to be done. Given the tough time we have had through Covid I feel bad writing this but I’ve found it very stressful this week.

Not even 1 star.
The system is absolutely dreadful.
Something needs to be done and urgently about the way appointments are made.
Can't pre book...
Only on the day.. If they all gone it's tough..
I

On the 20/12/2022 I called about my 103 year old customer I started calling at 12.30pm to be told the surgery was closed and re opened at 1.30pm, I eventually got through at 4pm to be told there was no doctor here today and to call back at 8.30am - Not helpful at all and RUDE!! I started calling the surgery at 8.30am it took half an hour to get through, and the receptionist I spoke to is the only reason I have given 3 stars, she shown compassion towards the situation, explained the process and was a refreshing change to the usual receptionists I speak to, I'm only sorry I didn't get her name, but thank you, as I prepared my self for a bit of a battle this morning.

Would -⭐️ if I could. Worst drs known to man! Tried for months to get through to speak to a dr and still nothing 🤬 long waits to even speak to reception. Disgusting excuse for a practice. Was never this way in the old surgery.

Been with them all my life and really feel let down

I would give zero star to this shocking health practice, this practice should be closed down because they clearly can not cope with the patients they have or the work load. Seen a nurse who advised i woukd have a prescription sent to boots, she couldn't give me a prescription at the time of my appointment because shockingly they have a pinter that does not print prescriptions. I called at boots that evening no prescription had been received, i called back to the surgery who lost the prescription and i had to wait for this to reissued. Shocking health care service.

I've have been on phone 45mins number 3.I am in bed with flu and trying to order my husbands medication as he's had a stroke as I'm unable to go down in person.Just to be cut off its a joke.They should start giving -☆got through after explaining that I could not come down in person as I had ful and in bed I was told they dot do repeats over phone.I then said so I'll have to get up out of bed and come down to which she said don't be sarcastic !!!! cant win

I can only comment on my own experience, and my wife’s, which have only been positive with the practice. We have managed to either get an appointment with a doctor when needed or directed to other services where appropriate. The receptionists are busy but I have found them to be polite and helpful.

This is the worst doctors I have ever ever had the misfortune to register with. Don’t try to get an appointment on a Friday they don’t have any doctors. You are told constantly to call at 8.30 but you can never get through after trying for three hours I gave up …. I rang in the afternoon to ask if I could speak to a doctor the next day I was told “oh no that’s not possible call at 8.30 tomorrow” I said I can’t get through and the reply was “well we have two receptionists that were constantly answering the phone” I decided to go into the practice the following morning at 8.30 despite being in pain and when they opened the shutters one receptionist was taking calls and the other spoke to me and said I needed to call at 8.30 (what a joke) she did however make me the appointment and the doctor (who is actually lovely) called me quite soon after ….. can’t see her sticking it out there. There is no excuse for the terrible level of care and it is not due to the pandemic it’s been terrible for years.