Hatherleigh Medical Centre - Ratings and reviews
Reviews
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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.
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Review titled Worst medical centre I know
Rated 1 star out of 5
by Anonymous - Posted on 04 October 2022
When I first joined over 10 years ago it was a quaint little countryside practice. It was taken over a few years ago by a surgery in Holsworthy, Ruby something or other and the service has shot through the bottom of the barrel in my opinion and others I have spoken to. You can no longer contact the Med Centre direct, you have to go through their central phone system, you wait ages for a reply and now after sitting through about 2 minutes of pointless messages a final message comes over basically saying they are too busy to answer the phone and call later. They envourage the use of the NHS website, OK to the computer litetate, otherwise useless. I tried various times through a 3 day period to no avail. I went on line and found out that there are not even telephone appointments for almost 2 weeks. Such a shame because the Hatherleigh Ned Centre has such lovely staff. Unfortunately been swallowed up by a conglomerate who care less about the patients out Hatherleigh area than their own. Once I can walk properly and get out again I'm changing to another surgery.
Visited April 2022
Review titled Hatherleigh Medical Centre
Replied on 12 October 2022
Thank you for taking the time to share your patient experience at Hatherleigh, even though it has been a difficult one. It saddens us when patients feel they are not getting the service they would like. We are particularly saddened to hear this means you wish to move practice. Hatherleigh MC opened in its current location in 2018 and the staff have been working hard at getting to know the local people, and deliver excellent healthcare since then. There is a dedicated staff of 3 GPs, a nursing team of a Practice Nurse and healthcare assistants, admin team and in-house dispensary. We are also sorry you have had problems contacting the practice. Nationally GP practices are experiencing a huge increase in demand and we appreciate it can be incredibly frustrating when trying to get through. We have 6-7 phone lines open from 8am every day. Our busiest times are 8-11am, which may be times to avoid if possible, but you can contact using our email as an alternative. Although calls to the practice go via our Holsworthy hub, callbacks from Hatherleigh staff are easy to arrange whenever needed. Although many services are available online to our patients, we are very conscious that some people are still unable to use them for reasons of connectivity or access to online devices. We try to offer alternative ways to contact the practice, and encourage those who can contact online do so, to free our phonelines for those who need urgent access or aren't online. Our Social Prescribers are happy to discuss ways of getting online too. Thank you for bringing your concerns to our attention and we're sorry you feel let down. We take all comments very seriously and will pass them on to The Management Team for consideration.