Heathcot Medical - Knaphill Surgery Branch - Ratings and reviews
Reviews
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Review titled Awful
Rated 1 star out of 5
by Anonymous - Posted on 28 December 2023
The booking system is absolutely diabolical. Impossible to get appointments and spend most days on the phone or online just trying to get one , to then get a response that all appointments for the day have gone. To start all over again the next day. Something seriously needs to be done about this.
Visited October 2023
Review titled Heathcot Medical - Knaphill Surgery Branch
Replied on 29 December 2023
Thank you for taking the time to leave your comments. We are sorry to hear of your experience and would love to look into this further as we have only recently updated our appointment booking system and have received a lot of positive feedback. To enable us to do this and if you would like us to, please e-mail us at syheartlandsicb.hmpfeedback@nhs.net where we will be happy to help.
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Review titled Very poor response and wait times
Rated 1 star out of 5
by Anonymous - Posted on 21 August 2023
I do not see a doctor often so I am not familiar with the process . Suspected mole needs looking at so called the practice and I was immediately 22nd in queue and after a 40 min wait I was told that the only doctor able to use the dermascope was on holiday and we are not taking pre arranged bookings for her at the moment! I can either call back the next morning from 8 to try and get an appointment on the day - being told that even then a doctor will call me on the phone first (Not much point when the mole needs to be looked at with a scope!)... Shocking service.
Visited August 2023
Heathcot Medical - Knaphill Surgery Branch has not yet replied.
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Review titled This receptionist is a star
Rated 3 stars out of 5
by Top notch - Posted on 04 August 2023
4 August morning receptionist is very very good. She is polite, considerate and helpful. She was on the phone when I went in and I noted from her tone how good she was. This is a masterclass in service. The standard that everyone in the practice should strive for - and deliver on. Bravo!
Visited August 2023
Heathcot Medical - Knaphill Surgery Branch has not yet replied.
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Review titled Easier to train for a marathon than get an appointment
Rated 1 star out of 5
by Andy Dunn - Posted on 27 February 2023
Seriously guys - your patient handling is awful, same old line no matter what the issue - “submit a form”. Stood behind a 93 year old lady who said she didn’t have access to any form of internet, your response was - you guessed it “submit a form” I know other people who are registered with the practice and they say the same thing, Knaphill being particularly bad, also like to remind you that receptionists arent doctors - they are there to Help patients not glare at people over their glasses.
Visited February 2023
Heathcot Medical - Knaphill Surgery Branch has not yet replied.
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Review titled Terrible booking system
Rated 1 star out of 5
by Anonymous - Posted on 21 December 2022
Can’t remember last time managed to actually see a doctor. You can’t book an appointment. Have to phone at 8 on the day and then when do get through - usually after an hour get told no appointments available someone will contact you. Ask what will happen if not and get a robotic response repeated - someone will contact you. You then get a response 4 hours later - no appointments available. Terrible - is the booking system the same everywhere or should I move practice.
Visited December 2022
Heathcot Medical - Knaphill Surgery Branch has not yet replied.
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Review titled No calming and reassuring presence. Stress and more Stress.
Rated 2 stars out of 5
by Missing_old_times - Posted on 06 December 2022
Had a heart attack recently. Great NHS response and treatment at St. Peters. After discharge I received nothing from my GP - the good old days when your Dr rung you up to ask how you were - forget it. No attempt at seeing if you are settling down and being looked after. Two and half weeks later I got a text saying that my medication (recurrent) was ready to be picked up at a local pharmacy. The practice pharmacist sent a text. No consultation. No questions. 7 weeks supply. Filled the form in to see the GP - got an appointment the same day (I needed to see the GP for more than just the Heart attack meds and rehab) Apparently, the plan was not to see me for a year. Why did they sent me 7 weeks supply if they had no intention of seeing me? Why not send me a years worth of prescription and I could save money that way? Some admin person must think this is all efficient. Don't see your named GP. No friendly face. No calming and reassuring presence.
Visited December 2022
Heathcot Medical - Knaphill Surgery Branch has not yet replied.
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Review titled Great Practice outstanding service
Rated 5 stars out of 5
by Anonymous - Posted on 14 November 2022
I put my form on at 7.33am this morning and was seen by a doctor face 2 face at 10am this morning. How can this be doctors not seeing patients?! That is all a lie, from my experience with Heathcote Medical Practice my concerns have been dealt with on the day I put a form on. Sometimes by phone but that is acceptable as I do not always want to go into the Practice. Excellent service, fantastic hard-working staff and an amazing clinical team. Thank you all for the 'thankless' jobs you are doing. The lies about GP sitting behind closed doors needs to stop and the abuse mostly the receptionist receive definitely needs to stop. We should support our local GP Practices before we lose them. Thank you all again
Visited November 2022
Heathcot Medical - Knaphill Surgery Branch has not yet replied.
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Review titled Worst booking policy ever
Rated 2 stars out of 5
by Anonymous - Posted on 17 November 2022
Before they change their booking policies this surgery used to be great. Now you are forced to wait hours on the phone or to try your luck filling the online form to get an appointment and wait for their response. If you work, you just can't tell in advance that you have a doctor appointment, just to let the surgery know I had a disciplinary at work because I had to be at home waiting, without previous request, for them to call and tell what time I could be seen after filling an online form. It should be like before, some appointments on the day for emergencies and a booking for routine appointments. When I have to book for my kids, it's the same problem, need to take a day off even if I'm not sure if I'll be able to get them an appointment!
Visited November 2022
Heathcot Medical - Knaphill Surgery Branch has not yet replied.
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Review titled Terrible practice
Rated 1 star out of 5
by Anonymous - Posted on 30 August 2022
My comment is not very different from several of the comments below. I am completely fed up with the way this practice manages appointments. Four days in a row, bar yesterday which was bank holiday, I was not able to access the web booking system. I accessed today at 08:30. At 12:30 I got a message saying all appointments are filled and only available for people who need to be seen today. I have to refill in the form tomorrow. Apparently they open up the forms at 07:30 and if they choose to not help you you have to refill in the form tomorrow. In this day and age of high quality it systems and artificial intelligence ladies and gentlemen Heathcot Medical centre does this. The triage system is being used to turn away patients, the Drs have forgotten that the is unethical behaviour. Note there is no requirement that use the triage system. they have chosen to use it even though they are not serving the community. Unfortunately, our taxes are here to pay these people. And we have no recourse and we can't do a thing about it. I called the surgery after that. No luck. You have to still fill the form in or go to the community centre in the middle of town. So here I am need to see a Dr for what is either a fungal infection or some type of trauma. As far as I can see this surgery couldn't give a hoot. I don't recommend anyone to go here. If you need them you have no guarantee they will be there for you. In the end it is no good saying the Drs are good. They can't be good if they don't see you and meet their ethical responsibilities. I will email my member of parliament and ask why we are funding such types of practices.
Visited August 2022
Heathcot Medical - Knaphill Surgery Branch has not yet replied.
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Review titled Used to be a great practice
Rated 1 star out of 5
by Unhappy Knaphill resident - Posted on 26 August 2022
Every single day this week I have tried to use the online booking system to get an appointment. Every single day it says "All of our on the day appointments have now been booked." To put it in perspective I tried at 09:30 today. The fact is that as I saw last month when I did get an appointment is that I told my appointment would be in two or three days time. This surgery is basically using the triage system as a way to turn away patients (tax payers). There is no reason for the surgery to have such a terrible booking system. If people book on the web they should be allocated an appointment even if it is the next day. You shouldn't be making people ring up every single day just to get an appointment. Basically surgeries like this give the NHS a very bad name. It is time for us to reconsider funding models ... surgeries like this one should be penalised.
Visited July 2022
Heathcot Medical - Knaphill Surgery Branch has not yet replied.