Hawthorn Medical Centre - Ratings and reviews
Reviews
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Review titled Awful
Rated 1 star out of 5
by Anonymous - Posted on 15 February 2023
1. Phone message too long and time wasting, listen to it, then queue is full. 2. Never any appointments, even if you get through by 9am - gone! Call back a lunchtime - nothing. 3. Always told, go to urgent care. May as well register with them! 4. Reception staff - rude 5. Dangerous patient care I want to register my family somewhere else! I rang dead on 8am on Tues 14th, 29 times I listened to the message and after 30min I got through. No appointments. Told to ring the children’s clinic, closed. Rang them multiple times, nothing. Rang Hawthorn again and guess what, 12:04 - no duty dr app left either. Told to go to urgent care. My son is likely in need of some long term care and need for several app. Urgent care is not what we needed, we need to see our own GP and set up a care plan! Absolutely useless.
Visited February 2023
Review titled Hawthorn Medical Centre
Replied on 16 February 2023
Many thanks for the review, I am sorry that you have had this experience. We are constantly looking at ways we can improve our telephone system and the way that patients can contact the surgery to make appointments. Our welcome message is a standard message, that is no longer than other Practice’s in Swindon. We have now started to release pre-bookable face-to-face appointments with the GPs online. To be able to book these you do need online access. We also release appointments with GPs on a weekly basis for either a telephone call or face-to face appointment but for these you will need to ring at 8.30 am as they go very quickly. We offer telephone appointments Mon – Friday in the evening and on Saturday’s which will be bookable on the day. Saturday appointments will normally be bookable on the Friday of that week. We are all trying our best to provide a good service but the demand for appointments totally out way the number of appointments we can offer. Just to let you know that from November 22, December 22 and January 23 we have had 605 missed appointments (DNA) that patients have not turned up.
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Review titled Horrendous!
Rated 1 star out of 5
by Anonymous - Posted on 14 February 2023
I tried from 5th January to get an appointment to see a doctor regarding an on going medical condition. Even tried the online system, no appts between 24/1/23 to 7/2/23. Had to go private to get the tests done. Been trying to get a call to get a prescription since beginning of Feb. Can someone please explain to me that if I start dialling at 8.30 and listen to the intro which takes 1 minute 14 seconds how come the call queue is full!
Visited January 2023
Review titled Hawthorn Medical Centre
Replied on 16 February 2023
Many thanks for the review, I am sorry that you have had this experience. We are constantly looking at ways we can improve our telephone system and the way that patients can contact the surgery to make appointments. Our welcome message is a standard message, that is no longer than other Practice’s in Swindon. We have now started to release pre-bookable face-to-face appointments with the GPs online. To be able to book these you do need online access. We also release appointments with GPs on a weekly basis for either a telephone call or face-to face appointment but for these you will need to ring at 8.30 am as they go very quickly. We offer telephone appointments Mon – Friday in the evening and on Saturday’s which will be bookable on the day. Saturday appointments will normally be bookable on the Friday of that week. We are all trying our best to provide a good service but the demand for appointments totally out way the number of appointments we can offer. Just to let you know that from November 22, December 22 and January 23 we have had 605 missed appointments (DNA) that patients have not turned up.
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Review titled Awful
Rated 1 star out of 5
by Anonymous - Posted on 05 January 2023
I have set an alarm for 8:29am ready to call bang on 8:30am, i have listened to that intro over 50 times and can't get passed that bit as the call que is currently full. Clearly taken on too many patients or haven't got enough staff? Its so frustrating!!! Literally do not stand a chance getting an appointment.
Visited January 2023
Review titled Hawthorn Medical Centre
Replied on 16 February 2023
Many thanks for the review, I am sorry that you have had this experience. We are constantly looking at ways we can improve our telephone system and the way that patients can contact the surgery to make appointments. Our welcome message is a standard message, that is no longer than other Practice’s in Swindon. We have now started to release pre-bookable face-to-face appointments with the GPs online. To be able to book these you do need online access. We also release appointments with GPs on a weekly basis for either a telephone call or face-to face appointment but for these you will need to ring at 8.30 am as they go very quickly. We offer telephone appointments Mon – Friday in the evening and on Saturday’s which will be bookable on the day. Saturday appointments will normally be bookable on the Friday of that week. We are all trying our best to provide a good service but the demand for appointments totally out way the number of appointments we can offer. Just to let you know that from November 22, December 22 and January 23 we have had 605 missed appointments (DNA) that patients have not turned up.
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Review titled Extremely Poor Routine Healthcare
Rated 1 star out of 5
by Anonymous - Posted on 03 November 2022
I've had some good acute care here but the management of routine healthcare here is not up to scratch. I'm a new patient having left the armed forces with an ongoing need for medication. Healthy heart clinic done in plenty of time to top up meds but follow phone call cancelled twice now (one 4 hours after it was meant to happen). Now left with no meds at all and one month into a pre-payment certificate I can't use. Not good enough at all.
Visited November 2022
Hawthorn Medical Centre has not yet replied.
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Review titled Unacceptable Appointment Booking
Rated 1 star out of 5
by Anonymous - Posted on 24 October 2022
It is evidence from the review on this website that the method of booking appointment at this surgery does not demonstrate any empathy and compassion for the care of patient and their health. Rather, this is causing stress and some sort of anxiety for me, as a patient at this surgery and as a mother. I am just trying to book an appointment for my 15 years old daughter and I have been trying to do this since last week. I even went into the GP surgery today with the hope of booking an appointment; instead nothing was achieved and because of this was late to work. All my effort to book the appointment again today failed after spending almost an hour. The manager of this practice needs to review the system and pathway of appointment booking as I do not understand how a same day appointment or same week and future appointment can be going through the same telephone number. I just want to book my daughter for any day or any month appointment. I even told the receptionist that it does not have to be this week or next week but can be any time, day or weeks. Patients should avoid going into A and E causing additional pressure and unnecessary workload to the NHS. This system of booking appointment at this GP surgery need to be review as this does not demonstrate an acceptable pathway of patients care. I will also need to involve the CCG as maybe there might be some sort of solution or suggestions that can be rendered to this GP Practice.
Visited October 2022
Hawthorn Medical Centre has not yet replied.
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Review titled very poor service
Rated 1 star out of 5
by Anonymous - Posted on 23 September 2022
expecting a telephone consult today since 8.30am today, rang just after 11am to find out if this was still the case, it was still going to happen. now almost 6pm and still nothing this was to discuss my recent blood test results and further action, I had to re-arrange my universal credit appointment today because of this, I do risk being placed under sanctions regarding these reasons. I am a person with moderate learning and communication disabilities. I am also suffering anxiety and depression on top of all this I just do not this additional hassle and stress
Visited September 2022
Hawthorn Medical Centre has not yet replied.
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Review titled very poor service
Rated 1 star out of 5
by Anonymous - Posted on 20 August 2022
I have an exemption card for wearing a face mask, yet the receptionist said that it made no difference whether I had one or not, i still had to wear one, I was only there to pick up a fit note and a prescription. I do not appreciate being spoken to in a very rude manner, I felt that after getting what i needed, I had to leave as I was made to feel very uncomfortable on how I was spoken to
Visited August 2022
Hawthorn Medical Centre has not yet replied.
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Review titled Empathy and care from my GP
by Janh - Posted on 07 August 2022
Over the past few weeks, I have been back and forth to A & E at the Pilgrim Hospital. I had had a dreadful fall onto my hip, leaving me in great pain, unable to walk and many problems. After getting back home, I have had the need to contact my doctors and I now have the hope that someone cares enough about my problems and is going to help by way of arranging an MRI scan. The receptionist initiated my ability to talk to my doctor and I thank them for it. My doctor was extremely helpful after hearing what has happened. I was going to ask for a private scan if I was to be refused one but finally, after talking it over with my doctor about my fall and how I feel, also, what I had done, my doctor said, no, they will arrange one for me. They suggested I could go back to The Pilgrim for help but I will never go again to that A & E which I found very uncaring. I now have hope that my doctors are to arrange a scan and I will, finally, get some help that I will be able to get out of bed and be free of pain. I wasn't going to ring my doctor today but am so happy I did. I received empathy and care. I believe I can now look forward to the help I badly need.
Visited July 2022
Provided by Care opinion
Review titled Hawthorn Medical Centre
Replied on 08 August 2022
Thank you for your comments about the service you have received from the team at Hawthorn Medical Centre. The team work extremely hard to help/assist all patents at all times. I will let the team know of your kind words. Robin - Practice Manager
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Review titled No chance to get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 25 August 2022
I called them 296 times!!! after 1h waiting to pick up the phone, guess what? no available appointments left. Great! They only offer same-day appointments which are fine if you have all the time in the world to wait on the phone line and are free all day. But you can't book appointments in advance if you are an ordinary person who works/has childcare responsibilities and it's non-urgent. This policy is an absolute joke and should be reviewed with immediate effect.
Visited May 2022
Review titled Hawthorn Medical Centre
Replied on 25 August 2022
Dear Patient, we are sorry that you have had difficulties with our telephone system. Thank you for your feedback. We do offer same day appointments and some 7 days in advance. Our telephone lines are open from 08.30 every day. We are constantly looking to improve our service to patients.