Hastings Old Town Surgery - Ratings and reviews
Reviews
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Review titled Awful receptionist
Rated 2 stars out of 5
by Anonymous - Posted on 26 March 2024
I have been to the practice multiple times recently with my son. The receptionist is shockingly rude to virtually everyone she speaks to. Passive aggressive, condescending and un-empathetic to those most vulnerable in society and those who probably wouldn’t speak out. When my son was very sick and I couldn’t get an appointment she actually laughed when I was expressing concern, this really added to the stress of the situation when I am a single mother and was clearly struggling. Today I witnessed her speak in a completely unacceptable way to elderly people and disabled people who were visibly stressed and upset. She should not be working in this industry! The doctor we saw today is the most wonderful and caring doctor and went out of her way to see my son. It’s such a shame that people like the receptionist really mire the experience at the surgery.
Visited March 2024
Review titled Hastings Old Town Surgery
Replied on 27 March 2024
I was sorry to hear that this was your experience of the surgery. We would like to look into this and I would be grateful if you would be kind enough to contact us directly regarding which site this was and/or which receptionist if you have this information please. Please ask for your communication to be forwarded to the Patient Liaison Officer. Thank you for your feedback. Patient Liaison Officer.
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Review titled Frustrating and unhelpful
Rated 1 star out of 5
by Anonymous - Posted on 06 October 2023
Despite all the high-tech stuff this surgery has invested in, I've been disappointed in the quality of response to questions, lack of follow-up on promised actions, and apparent failure to listen to concerns. There seems to be a fundamental breakdown in communication internally.
Visited October 2023
Review titled Hastings Old Town Surgery
Replied on 12 October 2023
Dear Patient Thank you for your feedback. Please be assured all feedback is shared with the team. I am sorry to hear that you ae disappointed with aspects of our service and communication. Please do contact the surgery or myself to discuss any problems you have encountered. E Dearing Patient Liaison and Engagement Officer.
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Review titled really pleased so far
Rated 5 stars out of 5
by Saffron - Posted on 09 February 2023
I recently changed to this surgery and it has been fantastic so far. I use the engage consult and have had a really good experience of this. This works better for me as phone calls when I work full time are really hard to fit in. Triage is good with appropriate clinicians seen. I have also been able to see a GP. All the medical professionals I have seen have been exceptional. Receptionists have also been friendly and helpful. Finally getting my health needs met. Nice to go down to the seafront when you have an appointment, so another bonus.
Visited February 2023
Review titled Hastings Old Town Surgery
Replied on 20 February 2023
Thank you very much for your very kind review. I am glad to hear that your experience of our surgery has been so good and that it works better for you. We will share your kind words with our practice team. Thank you we are most grateful for your very kind words. Patient Liaison Officer
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Review titled Outstanding Service
Rated 5 stars out of 5
by David Tasker - Posted on 16 February 2023
I have been a patient of this surgery since October 2021. I am a carer of my 89 year old mother. Every single interaction with the surgery has been a positive experience. They are very helpful and their online triage service is superb and extremely responsive.
Visited February 2023
Review titled Hastings Old Town Surgery
Replied on 20 February 2023
Thank you very much for your very kind review. I am glad that this has been such a positive experience for you. We will share your kind words with the staff. Thank you it is very much appreciated. Patient Liaison Officer.
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Review titled Capable surgery.
Rated 5 stars out of 5
by Anonymous - Posted on 06 January 2023
Being in my autumn years I have needed to visit the Old Town Surgery on a number of occasions in the past couple of years. Always found their response and service more than adequate considering the pressure and constraints they have been under in recent times.
Visited January 2023
Review titled Hastings Old Town Surgery
Replied on 09 January 2023
Dear Patient Thank you for your very kind review. It is always very nice to hear comments such as yours. We will of course share this with the practice team. Thank you. Patient Liaison Officer
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Review titled No interaction with Dr
Rated 1 star out of 5
by Anonymous - Posted on 14 December 2022
After a long wait, the receptionist answered. I need some medication to help me get through an MRI scan. I had to relay my medical history with cancer, which the receptionist relayed via a keyboard to the doctor. He was adamant that I could not have any medication, even though previously doctors had prescribed meds for me. After 20 minutes of my time, the receptionist time and presumably the doctors time relaying back and forth I finally got something. But why could I not speak to the doctor directly! This nonsense is insane. Patients need to speak to a doctor. Worrying that my cancer has returned, yet again, is enough of a worry without having to plead for medication via a receptionist. What is the NHS coming too? Doctors are paid by the NHS to see patients, not to have their receptionist (who I believe have no medical training) to do triage for them! The receptionist truly did her best, and I cannot fault her, but I am incensed that the doctor could not be bothered to speak with me directly.
Visited December 2022
Review titled Hastings Old Town Surgery
Replied on 09 January 2023
Dear Patient We are sorry to read you have had difficulty with accessing the doctor and regarding your medication needs. Please be assured we would like to try and help with any concerns you have regarding your care. Please do contact the surgery or the Patient Liaison Officer. Patient Liaison Officer
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Review titled Fantastic service
Rated 5 stars out of 5
by Anonymous - Posted on 29 December 2022
The service I have received from this GP practice has been incredible. I have seen two doctors regarding an ongoing medical problem and both have gone above and beyond to help me. The receptionists I have spoken to each time I have called, or been called, have been truly lovely. I honestly can't thank the staff here enough for their help
Visited December 2022
Review titled Hastings Old Town Surgery
Replied on 09 January 2023
Dear Patient We are delighted to read your review. Thank you for your very kind words. We are glad to have been able to help. We will share your lovely comments with the practice team. Thank you. Patient Liaison Officer
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Review titled Hopeless, avoid if possible
Rated 1 star out of 5
by Anonymous - Posted on 06 January 2023
Being trying to get an appointment/ referral since 21/12 for an asylum seeker with a highly contagious skin condition. Have not yet been able to book even a return phone call let alone an appointment with anyone at all despite people within the practice offering exceptional help as it was supposed to be. All the efforts have amounted to nothing. I have called around 8 times endured long call waits and been to the surgery maybe 5 times in person during the Christmas and new year period. Still Nothing!! So frustrated!!! Even had Dermatolgy at St leonards medical practice request the referral from the other end. Made no difference. Dematology had told me to bring the patient in as soon as he arrived with me. Old town surgery is like a stone wall of belligerence, denying people access to medical care that could save other people getting infected. At a total loss as to how incompetent and unresponsive the practice is. A total embarrassment to the NHS
Visited December 2022
Review titled Hastings Old Town Surgery
Replied on 09 January 2023
We are very disappointed to read this comment as we have recently welcomed new patients who are asylum seekers and have endeavoured to ensure that all of our new patients have been supported in registering and accessing the surgery. We are sorry that the author of the above complaint has felt that we have not met this particular patient’s needs. Unfortunately we are not able to go into specifics regarding this patient on this site due to confidentiality, however, we would welcome the opportunity to discuss this patient’s particular needs further. We are sorry that there appears to have been difficulty accessing the services. Please contact the surgery or the Patient Liaison Officer to discuss this further and we will do our best to help with any concerns raised. Patient Liaison Officer
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Review titled Excellent practice
Rated 5 stars out of 5
by Anonymous - Posted on 30 November 2022
This is an excellent surgery--with efficient, dedicated receptionists, and great doctors, who really listen. I cannot recommend it highly enough. I am consistently happy with my treatment. The doctors are fantastic.
Visited November 2022
Review titled Hastings Old Town Surgery
Replied on 09 January 2023
Dear Patient We are very glad to receive such an excellent review. Our clinical, administration and reception teams do work very hard to try and ensure our patients receive the best service possible. Thank you for your kind words which we will share with the team. Patient Liaison Officer
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Review titled Hastings Old Town Surgery
by orangebe36 - Posted on 05 December 2022
I called the surgery in the morning. I was first in the queue (even though it took ages for them to answer!) and was told there would be no triage, just appts. Happy with this, I explained my issue. The receptionist took down details and offered an appt at another surgery. I explained that I couldn’t make that time, as I had another appt elsewhere, could I get an afternoon one. Was told basically no, the system doesn’t allow future appts for later in the day, it’s first come first served on the system, so I either take it or don’t see a doctor. Honestly, I think this kind of service is just horrific. In my view, this surgery is beyond incompetent now - they have no patient care anymore, the phone system is awful and long winded, you are lucky if you get a receptionist who will actually listen, and the triage system is a joke. In my opinion, the owner, shareholders & GPs at this surgery need to take a long hard look at the feedback they are receiving and do the right thing. Change the system and get back to actual patient care!
Visited November 2022
Provided by Care opinion
Review titled Hastings Old Town Surgery
Replied on 09 January 2023
Dear Patient My apologies for the delay in responding to your comment. I am sorry to read that you had difficulty in obtaining an appointment. We would welcome the opportunity to discuss your concerns and hope, in the meantime, you have been able to speak with someone regarding an appointment. Please do contact the surgery or the Patient Liaison Officer. Patient Liaison Officer.