Horsmans Place Surgery

Absolutely SHOCKING!
I was on the phone from 8am - 8:54am waiting for them to answer to book my 7 month old baby an appointment. Finally get through and they have nothing.
I asked her if it's possible to prebook an appointment for a baby - she has a rash. Their advise was go to a walk in centre or call up again at 8am?!
I thought the service was bad for adults, but for a 7 month old baby to not be able to get an appointment - horrific service!!

If I could give 0 I definitely would, been on hold for 90 minutes to be told I'm only just position number 10. Reception staff when you can ever get through are very rude and the Dr there doesn't have a clue what she's doing. My Nan has dementia and we had a telephone appointment with her she called up after the allotted time slot to ask us why she had to call us. Down right rude and very dismissive and lacks any care at all. Would recommend going to hospital than ever using this place as you'll actually get seen quicker

Tried booking an appointment to review my Dad's dementia meds. After being kept on hold for over 45min to be told "no appointments for two weeks ring back next week" and then repeat this process for several weeks. We finally managed to get a telephone consultation booked after waiting for 1hr 45min to get through. They have then text to say appointment cancelled over a week before it occurs (so can't be sickness) please phone to rebook! Another 1hr 45min wait to get it rebooked, why couldnt they have just rescheduled it and text me that date/time!

There seems to be a complete lack of understanding of who they are providing the services for.

never once were they able to make an appointment for me, all the time they told me that this week they have all the appointments, I have a 2-year-old baby and when I needed it, I went to the private clinic and paid. I was always spoken to rudely at the Reception! Sometimes I was told that they would come in 2 months or a month because they were full, I always called at 8 a.m. and in vain

You have to wait on average 50+minutes on the phone only to be told you are No10 in the queue.
Have to be in 'dire straights' to get a 'face to face' appointment.
You have received a text /letter asking to attend the surgery, again the rigmarole of the dreaded telephone call. And when you attend (probably three weeks later). You are asked "How can I help you" arrrrgh!!
Reason for two stars-the current receptionists are very good.

Phoned at 8am, was in the queue for 45 minutes to be told no regular or emergency appointments. Was also told to look online for advice and nothing could be done. After begging for help and confirming back to the receptionist that there was definitely nothing which could be done she finally told me about e consult. I filled out a form and was phoned within the hour by the doctor who left a message. Missed the call as I was in work and had no signal so rang back - on hold for 25 minutes to be told they can’t guarantee he’ll phone back and they’ll pass it on. Received another call from the doctor who gave me an emergency appointment. TRULY HORRIFIC. I’ve never experienced anything worse

I am so frustrated I sat on the phone for 3 hours trying to get through eventually I put the phone down as the time was approaching 6pm. What is happening here ? they have already had visits from 11 inspectors due to not monitoring long term patients. Its just not this surgery although one of the worst, it seems to be across the board. This is England 2023

I had a few tests recently and received a phone call to explain my results no further action required. A week later i’m called and asked to see the doctor re my results. The receptionist couldn’t tell me why I needed to go back in. This call filled me with worries and sleepless nights. When I visited the surgery the dr asked me why I had made an appointment and what he could do for me?? Complete waste of time, considering these days you can’t even get an appointment. My wasted trip could have been given to someone who actually needed it… shambles!