Hatherleigh Medical Centre - Ratings and reviews
Reviews
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Review titled A GP Surgery with no care toward patients
by Anonymous - Posted on 30 April 2024
I have been with this Dr Surgery for a few years. In that time they have caused a great deal of distress. I was referred for an ADHD and Autism test that was refused by another company because of my weight. I was advised by the other company that the Dr was aware of why they had refused it. I had to really fight for an answer. The GP actually laughed at me on the phone and asked how she would know that. When I let her know that I was informed she was aware of the reasoning, via an email sent directly to her. When I said this she happened to find the email and told me it was because I was too underweight. I had a BMI of 17. This was known for months. I asked for support, they wouldn't give it to me. No dietician has been in place. I was forced to go private for my diagnosis to try and receive some help. The same Dr also referred me to talk works for support. Talk works told them they wouldn't seem me as my mental health problems were too severe. It was only when I received a phone call from a mental health Practioner telling me I should be referring myself to talk works if I haven't heard. I did that. They told me they had already informed the GP two weeks ago they can't see me. There was no alternative help, I went to the GP centre after continuously being cut off via telephone. The receptionist didn't know what was going on. They have taken my inhalers of a repeat prescription? It's a life long condition? Left me struggling with my mental health, with no advise or help in finding support. They ignored my ask for help with my weight. I was forced to leave this Drs. Im actually moving home. Just to get some support from the NHS. I have never had to fight so hard for help. My GP even put me on the wrong dose of medicine and then tried to tell me over the phone she didn't.. The tablets were prescribed at 45mg. She made the error. The blame was on me. I was just told to reduce it. It was infact causing the opposite effet to what was needed. I'm shocked, appalled and left to try and find support from some one else. It's devastating, when you become brave enough to try and get help for mental health, and the GP just doesn't do anything. The whole system is wrong. Mental health support isn't available. I should of been supported months ago. For some one who has experinced physcosis there isn't even a physicitrist to support me.
Visited January 2024
Review titled Hatherleigh Medical Centre
Replied on 02 May 2024
Dear Patient, Thank you for bringing this to our attention. We are very saddened to hear about your experience at the practice, which has fallen far short of the service we always try to give to our patients and has caused you such distress. We are sincerely sorry for this and how we have let you down. We aim to treat all our patients with understanding, compassion and respect, and apologise wholeheartedly that, from the details you mention, this has not happened. We would really like the opportunity to discuss these concerns more fully, so we can find out specifically what has gone wrong, follow up with staff and make changes. Our experienced Mental Health Practitioner Team is available to patients at all our practices, with team members aiming to support in a variety of ways, appropriate to the presenting condition, which may mean referring to other allied services, like Talkworks. It is really important that we get this right. If you feel able to contact us again, to enable us to look at your experience in detail, please call 01409 253692 and ask to speak to the Practice Manager or one of the Management Team, if the Practice Manager is unavailable. Your comments have been passed to the Management Team today.
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Review titled Should be closed down
Rated 1 star out of 5
by Anonymous - Posted on 23 November 2023
This place has an answerphone telling you that the lines are too busy and drops the call. You physically have to go into the surgery in person to talk to a person. It's appauling service.
Visited October 2023
Review titled Hatherleigh Medical Centre
Replied on 06 December 2023
Thank you for bringing this matter to our attention and we're really sorry to hear of your experience when trying to contact the practice. We are aware that the telephone system has been causing a lot of frustration recently and we have been working hard to resolve this. Caller numbers have increased hugely over the last 3 years and we needed a new telephone system installing to cope with the increased volume of calls. We are delighted to say that our new telephone system from X-on, called Surgery Connect, will be going 'live' on 30th November 2023 which, we hope, will resolve the issues you are highlighting. No calls will be dropped with this system, or lines become too busy. A callback facility will be available to patients who are in a caller queue. We have outlined this on our website New Bog and in our December patient newsletter so patients are aware. Our patients should expect excellence in healthcare, and easy ways to contact us when needed. We apologise for letting you down in this. We hope when you contact the practice again, your experience will be much better. Our patient feedback is very important to us, so please feel free to let us know how we do in future. (Later response to this post due to technical difficulties at NHS Service Desk)
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Review titled Unfriendly
Rated 2 stars out of 5
by Anonymous - Posted on 25 May 2023
The main receptionist is very unfriendly, intimidating and does not smile. This feedback is based on multiple visits over several weeks. Might be helpful to implement some customer service training.
Visited May 2023
Review titled Hatherleigh Medical Centre
Replied on 25 May 2023
Thank you for taking the time to share these experiences with us. We are really unhappy and saddened that you have not found the Medical Centre at Hatherleigh to be a friendly and welcoming place and can only apologise for the treatment you have received. We will pass the comments on to the management team there and ensure that any lack of patient care is addressed. We take such comments very seriously, wanting our patients to receive the highest quality healthcare and best patient experience from the moment they enter the practice. We have clearly fallen short here. By sharing your experience, you have allowed us the chance improve things. Thank you.