Highfield Surgery

I rang late morning requesting an emergency appointment for myself and my young daughter. I was told none available, including telephone consultations, but I could book for the following morning. Accepted, but not before I rang 111 and there was no appointments either. 111 advised to attend a chemist by my surgery where they advised me to go back to doctors and request/persist again due to my difficulties. I was told by the receptionist that they had afternoon emergency appointments and couldn't understand why I had been told a few hours back there was nothing. Glad I persisted, I had flu and my daughter had tonsillitis.

Needed an emergency appointment. I called the surgery 26 times from 8am. They have new answering message which prompts you to press 1 to book an appointment. However every time I did that new message stated that they are unable to connect me at this time and to try and call later. I eventually walked over to the surgery to be told that there has been a problem with their system for some time and that they are working on fixing it (I'm not an expert, but how long does it take to sort out an answering machine at DOCTOR'S SURGERY).
Needless to say I was unable to have an emergency appointment.
I have been with this surgery for about 10 years and have seen it going from bad to worse.
I really do feel sorry for the patient who are not always able to walk to surgery to make an appointment as getting one via phone is currently off limits.
Also I'd like to add politeness, empathy and people's skills cost nothing and staff at reception should reminded of that from time to time.

Appalling customer service at Highfield Surgery. My daughter was given completely the wrong advice by reception staff with no empathy whatsoever. Shocking. Nobody answers the phone, no opportunity to leave a message. Is this really a 'world class' health service?

Very attentive, you may have to wait on hold for a bit when you call but cannot fault the receptionist, Gp's or nurses. I have various health issues and they have helped me get prompt treatment when needed. Best doctors surgery I have been too. Thank you

This gp is terrible they are aggressive and abusive making you wait longer if you complain

I'd like to compliment Nurse Andrew Smith at the Highfield practice - I felt listened to and reassured.
Very good service.

The most disgusting Gp practice in the planet and we get treated like we are not important very intimidating way of dealing with public if you want to make an appointment you have to call at 8am when you call at 8am they never pick up the phone . When they pick it up, 40 minutes later, they will tell you to phone at 8am again the next day. Very intimidating, almost a bullying way of running a practice. You should be ashamed of yourselves.

Dividers at reception. They have distanced seating for waiting and queuing outside. The multiple occupancy for doctors and eye specialists is useful. Delay in appointment time before being seen with no indication of there being delays which was unhelpful.