Holmhurst Medical Centre

As a medical receptionist at another local surgery I can honestly say that I feel incredibly lucky to be a patient at holmhurst. In 10 years I have only felt let down by a doctor once (I think he was having an off day as he has been wonderful ever since). Requesting an appointment online is straight forward and a doctor almost always calls back the same day and invites you in for an appt if required. Prescriptions are done promptly (one time my prescription was missed and when I went to collect it they were apologetic and had it done within 10 mins for me). The surgery is always clean and tidy and rarely do you have to wait more than 5 to 10 mins before you are seen. I always feel that the doctors and nurses are thorough and caring. Some of the reception team are at times a little abrasive but doing the job myself elsewhere I do understand the level of abuse they deal with on a daily basis and regardless of this they still try to help as best they can. Recently I have spoken to some receptionists whom I believe are relatively new to the surgery (Katie I believe is one of them) and they have been fantastic. The surgery serves a large area yet I always feel cared for here. I would very much recommend this surgery and thank you to all the staff for being so great.

Today my wife told me about encountering a very cold receptionist at the medical centre. She jokingly mentioned that she wanted to ask the receptionist if she can at least smile. I asked her if she was young? She said yes..how did I know?
I told her about an incident at the medical centre when I was just in time for my appointment and the same receptionist asked me put on a mask. Unfortunately I didn't carry one and I requested If she can lend me one to which I got a flat face "No" response. She told me buy it from the pharmacy next door. I was panicking as I was worried about getting late for my appointment so didn't have much choice.
This young woman at the reception was oozing attitude and arrogance. I really wish somebody helps her enroll for a training course that teaches interpersonal skills which are so much essential for a front desk job. I had thought of leaving this feedback earlier but I didn't thinking I might be unreasonably affecting someone's career based on my personal views but I see similar experiences by some of the other patients who have left their reviews and decided to leave this feedback.
I hope the lady reads this feedback and changes her attitude and be more friendly and polite.

Receptionists are always very abrupt and dismissive on the phone. Online appointment system rarely works. I receive confirmation that I’ve submitted a request, but never receive calls, emails or texts about when appointments are without chasing up. When telling receptionist I did not receive an appointment notification, she just said I SHOULD have, rather than believing me and saying they’d look into any system error. I was told doctors are busy and ill themselves, but it’s not the doctors’ fault that the online system doesn’t work and that phoning is also super unhelpful.

I’ve been a patient here for 3.5 years and have had fantastic service in that time. For non-urgent appointments I am seen within 2-3 weeks but for anything urgent for myself or my children we have always been able to be seen on the day. For example this morning I submitted a form just after 7.30am and was called by Dr Johnson at 8am. He was able to see me face to face straight after the call as soon as I could travel in to the surgery. All the doctors I’ve seen have been so helpful and I really appreciate the good service over the years. Thank you

I do not understand the low ratings, I have always found all staff courteous and helpful.

Knowing various family experiences of other GP surgeries elsewhere, people need to appreciate what they have and accept the world we now live in. Same morning appointments in our over populated country are not realistic and they need to appreciate we still have free health services.

We have been with this practice for many years and sadly they have gone seriously downhill. They have a tendency now to be impressively dismissive. There is never an excuse for dismissing a patient's worries or concerns regardless of how trivial the GP might think it is. We had this attitude from two separate GPs at this practice.

On two recent occasions now a concern having been dismissed as 'not a priority' being referred to A&E by 111. At the hospital the matter was taken very seriously and now things are happening. The Practice is now the subject of a formal complaint by the Social Services.

Holmhurst medical have really improved their service since lockdown began and they have moved more to the online booking system. It is so much more efficient than calling every morning at 8:30am and waiting in a queue with loads of people only to find out there are no appointments left. I also like that you can have the query often resolved without even having to go into the doctors by simply submitting photos and having a call with a doctor to discuss the issue. I just submitted an appointment request for a skin issue for my son and had a call back and resolution in less than half an hour. Thank you very much Doctor Hammond.

I’ve always found this practice very efficient and helpful, very happy to be registered here!