Horndean Surgery - Ratings and reviews
Reviews
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Review titled Drs great, receptionist (just the one) not so much
Rated 4 stars out of 5
by Anonymous - Posted on 19 March 2024
Been with Horndean Surgery for a few years and have always been fortunate enough to have good dealings with them. There is however one receptionist that unfortunately doesn’t seem to understand the importance of her job being the first port of call for most, she is rude, condescending and will talk at you and over you, not listening to what you have to say. I wish I knew her name if I unfortunately deal with her again I will ask. Apart from that lady all the other staff we have dealt with, Drs, Paramedics and Nurses have been brilliant, understanding and helpful. I do feel the triage system could do with an update as they unfortunately are pushing so many patients to UTC which is over run already. Personally and I know for a lot of people the first come first serve isn’t helpful, the appointments go so quickly, so unless you’re poorly just before 8am or 2.30pm you can’t really get any help as there is no help in between. I’m not sure what happened to the days you could just call the dr when you needed one… if this was possible maybe it would take away the panic of calling at the small windows currently available. Over all I would recommend Horndean Surgery for its Drs and Nurses, it’s a shame the one receptionist lets it down (mentioned also on Google reviews so I’m not alone in my thought) if she could have a little training in compassion empathy and understanding which I would assume vital as a drs receptionist then the whole process would seem so much better.
Visited March 2024
Review titled Horndean Surgery
Replied on 28 March 2024
Thank you so much for your feedback We strive to provide the best possible care with the recourses made available to us and we are pleased that you are happy with the clinical team. Unfortunately as you have written this review anonymously we are unable to investigate your comments relating to a member of our reception team. If you would like to contact the practice manager she will be able to investigate this further for you. Regarding your comments about our triage system we thought it might be useful to explain our appt system in a little more detail. 'On the day needs' are managed by our triage system. It runs twice a day and we book from 8 am for the morning and 2.30 pm for the afternoon. Our triage system does have limited capacity [as we are not just an 'on the day' care provider] and once we are full if your need is urgent the Urgent Treatment Centres [UTC] are available to you daily 8am - 8pm. The nearest UTC's are based in Petersfield Hospital, Petersfield or St Marys Hospital, Portsmouth . We offer normal routine appointments that can be booked up to 4 weeks in advance. You can choice to be seen face to face or have a telephone consultation. We also have 3 day and 7 day appointments that open up daily for problems that are non urgent or not needed on the day but need to be dealt with soon. We hope this information is useful but If you have any more concerns or questions relating the services we provide please don't hesitate to contact us. Many thanks
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Review titled Always helpful and supportive
Rated 5 stars out of 5
by Anonymous - Posted on 09 January 2024
I’ve been a patient at horndean surgery for a long time, as have both my children. Every time I’ve needed to speak to a nurse or doctor there I’ve been able to get help quickly and been treated with kindness and care. More recently my 3 year old had a very high temperature and had been unwell through the night. I rang at 8am, spoke to a really helpful lady who advised me a doctor would call. I received a call a little while later and chatted everything through with a doctor. They invited me in so he could be checked over in person and was offered an appointment about half an hour later. I saw the same doctor who was thorough, patient and reassuring. So grateful to have such a fantastic set of doctors and nurses available - would recommend this surgery to anyone local. Thank you
Visited January 2024
Review titled Horndean Surgery
Replied on 10 January 2024
Thank you so much for your lovely comments and taking the time to give us your positive feedback. We will ensure they are passed to the team here at Horndean Surgery
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Review titled Excellent
Rated 5 stars out of 5
by Karin Luker - Posted on 07 November 2023
I have had a persistent ear infection. Horndean Surgery have been great with their ongoing help with getting this sorted, which has taken some time due to the complexity of my problem. I recently needed to visit the local minor injuries department at the local hospital because of my ear infection and they commented on how good Horndean Surgery was too. Horndean Surgery also followed up my progress after the hospital visit. They are kind, caring and pro active. Thank you so much :)
Visited November 2023
Review titled Horndean Surgery
Replied on 10 January 2024
Thank you so much for your lovely comments and taking the time to give us your positive feedback. We will ensure they are passed to the team here at Horndean Surgery
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Review titled First class Doctors.
Rated 5 stars out of 5
by Patricia M JONES - Posted on 14 October 2023
I simply want to state, the Dr's at Horndean surgery really are exceptional. I was at this practice last Monday & the Dr I saw, was professional, yet friendly, thorough, & completely understanding. Now all this is exactly what we all want in a Dr & I for one, am very grateful for this first class service.
Visited October 2023
Review titled Horndean Surgery
Replied on 10 January 2024
Such lovely comments. Thank you for taking the time to share your feedback. We will ensure all the team here at Horndean surgery are informed.
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Review titled Incredibly helpful staff & service
Rated 5 stars out of 5
by Anonymous - Posted on 07 November 2023
I phoned the surgery at 16.50 after coming home to discover that my 7 year old was in need of seeing a doctor. I knew it was late to phone and just tried on the off chance. The receptionist went above and beyond to help me. She spoke to the duty doctor and managed to obtain a phone call appointment with her for me. I was able to send some pictures and speak to the duty doctor in the space of 45mins of my initial call which massively put my mind at ease. I was then contacted by the same duty doctor in the morning and my son was given an appointment and seen before midday the following day. I am extremely grateful to the receptionist and the doctor for going that extra mile. I am only sorry that I didn't catch the duty doctors name so I could name her personally. A fabulous surgery and an amazing team of workers. Thank you!!
Visited October 2023
Review titled Horndean Surgery
Replied on 10 January 2024
Thank you so much for your lovely feedback We will ensure they are passed to all the team here at Horndean Surgery
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Review titled Brilliant, Caring Practice
Rated 5 stars out of 5
by Anonymous - Posted on 22 November 2023
My husband has received the most fantastic, caring treatment not only from the medical team but also the administration team in respect of a foot problem, which is of concern as he has diabetes. I cannot praise the doctors, nurses and healthcare assistants enough for their many weeks of dedication to ensure the problem is satisfactorily resolved. Nothing is too much trouble and my husband and I are so extremely grateful for their care and cannot thank them enough for their kindness.
Visited August 2023
Review titled Horndean Surgery
Replied on 10 January 2024
Thank you so much for taking the time to give us your positive feedback. It is really appreciated. We will ensure they are passed to the team here at Horndean Surgery
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Review titled Terrible unhelpful staff
Rated 1 star out of 5
by Charlene - Posted on 26 March 2023
I like to order repeats online but this option was not available for the type of medication I had so phone up surgery. Have been a patient for over 23 years with no issues until I called the surgery and spoke to a very unhelpful receptionist. I explained I couldn't do my repeat online so could this be done over the phone like it had been for the last 3 years from all the other helpful receptionists apart from this one and was rudely told no you need to drop it into the surgery in person. To which I explain my repeats have always been taken over the phone for years because it couldn't be done online did she really want me to waste time and petrol in this modern age. With the time she had taken to speak to me she could of just written it down. She then rudely said well you were lucky your repeats where taken over the phone as they shouldn't have!! If your not happen you can speak to my manager to which I said yes. He backed up the receptionist and would not budge or explain why this couldn't be done online as I know other doctors do take pill requests online but he said this could not be done that I was lucky phone requests had been taken and they shouldn't have been. The very same day a letter was sent to me saying I could no longer be a patient at the surgery as I now lived out of catchment!! I know I only received this letter because I complained out their repeat procedure. Now I live exactly 3.5 miles away from the surgery and it also says on the nhs website that they except out of area patients also when I moved away and made the surgery aware of this updating them with my new address details 2 years ago the receptionist said that's not a problem at all!! Clearly only a problem if you complain!! Will never ever recommend this surgery again. I was totally happy with them until this incident like I said was a patient there for over 23 years and have not since moved because of this appuling attitude towards patients. I never leave reviews but on this occasion feel I have to with the appalling way I was treated.
Visited March 2023
Review titled Horndean Surgery
Replied on 19 July 2023
Dear Charlene We are very sorry to hear that you have been unhappy with your recent experience at the practice. The practice strives to provide the best possible service to its patients at all times and we are sorry to hear that you feel this has not been the case on this occasion. You have mentioned that you have now re registered with another practice but if you would like to discuss this matter further the practice manager is available Monday to Thursday and would be very happy to discuss your concerns on more detail. Horndean Surgery
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Review titled Not good at all
Rated 1 star out of 5
by Anonymous - Posted on 03 November 2022
Can you confirm that it is protocol for a triage nurse to call and ask “ what can I do for you “ After this scenario 7pm ( previous evening ) call to 111 for help, the response was a call back from a very helpful GP. He was thorough, asked for photos, wrote a prescription for the night with a recommendation to call 111 in the morning for them to make an appointment with a dr thus avoiding starting from the beginning again. 8am I call 111 go through all the questions again to be told that ( unfortunately for me ) my GP practice was now open so I fell under their care not Petersfield walk in centre who are incredible. I was to be checked over by a doctor within 6 hours. Over 7 hours later I have a call from a triage nurse ?! How is this good use of the NHS staff. Surely this can’t be right.
Visited November 2022
Review titled Horndean Surgery
Replied on 08 November 2022
We are very sorry to hear that you have experienced difficulties recently. Unfortunately, as this comment is anonymous, we are unable to contact you to try and better understand your concerns. If you would like to discuss this, please do call the surgery on 02392 592138 and ask to speak with the Practice Manager. Thanks
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Review titled Superb practice
Rated 5 stars out of 5
by Paul Edmonds - Posted on 04 November 2022
I’ve always been fit and never needed to visit the doctors. I then moved to Horndean and within a year I was diagnosed with cancer. I’ve never visited the doctors as much in my life yet everytime I call I get treated with the utmost respect and get through every time and really nothing is too much trouble. Doctors surgeries do get a bad press so I think recognition of a good service also needs to be addressed so Horndean surgery I Thankyou I couldn’t have gotten through my treatment without your compassion and support.
Visited October 2022
Review titled Horndean Surgery
Replied on 08 November 2022
We are very sorry that you have been unwell but very pleased to know that your experience at the practice has been so positive especially during, what must be, a very difficult time for you. We are extremely grateful that you took the time to post such a lovely review. Thank you from all the team here at Horndean Surgery
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Review titled Detection and treatment of heart failure
Rated 5 stars out of 5
by Anonymous - Posted on 20 September 2022
Contacted the surgery in the morning, the doctor phoned shortly afterwards and made an appointment to see her within 2 hours. She recognised the symptoms, did an ECG and urgent blood test, the result of which led to us going to A & E. The treatment at A & E was successful and we had a follow up appointment with the doctor at the surgery today, which was very useful. Throughout this experience, as with previous experiences at the surgery, we found all the staff there responsive, caring, helpful and friendly.
Visited August 2022
Review titled Horndean Surgery
Replied on 08 November 2022
Thank you for taking the time to feedback your positive experiences with the practice. We will ensure all staff are made aware of your lovely comments.