Highcroft Surgery
High Street, Arnold, Nottingham, Nottinghamshire, NG5 7BQContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Really helpful practice.
Rated 5 stars out of 5
by Anonymous - Posted on 27 May 2025
I contacted the surgery after having pain in my knee and being unable to walk and was originally booked a phone call appointment. During the phone appointment the doctor said I needed to be seen in person rather than over the phone and I was then seen in person the same afternoon which was great and whilst I was in the appointment the doctor called the physio through to advise regarding my knee issue. As the physio could not do anything to help that day as my knee was locked, I was referred for an urgent MRI and in the course of 10 days since my first appointment I saw a consultant at the hospital and had my MRI and have since been referred following my MRI for physiotherapy. Really helpful overall and I was seen promptly and prescribed painkillers on a repeat prescription from my original appointment to continue throughout my physiotherapy so that I don't need to return to the surgery and take up an appointment to get a further prescription. Just a really helpful surgery who ensured that everything moved quickly so that my knee could be on the path to recovery as quickly as possible. Thank you!
Visited May 2025
Review titled Highcroft Surgery
Replied on 29 May 2025
Dear Patient, Thank you for taking the time to provide your feedback. Following your initial appointments with the surgery and the referral to the hospital, it is good to hear that you received your MRI appt and follow up appointment very promptly. We hope you are feeling better, and that your physio is going well. I will ensure your feedback is shared with the team and wish you well. Kind regards Lorraine Smith Operations Manager
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Review titled Poor Service overall
Rated 1 star out of 5
by ivan barreto - Posted on 27 May 2025
My mother has been with this practice for 50 years or more ,as i was also growing up :) ,and my father who passed away 2 years ago ! My mother is 92 with vascular dementia ! I am not happy overall with how she is treated and the very poor customer communication with the care navigators :) She receives prescription deliveries when she is attending an appointment! As she was not home ,due to her appointment today ,why a courier tries to deliver is beyond me ! now we have to get it re delivered and pay !! Also the feedback from the nurse that treats her leg ulcers etc is very poor ,she is being treated for this once a week and has “mrsa” also ,which is contagious! It would be nice for better clarity given to me about how she is overall ,as i am the main contact for her . Overall “the quality and reception staff are not great !!
Visited May 2025
Review titled Highcroft Surgery
Replied on 29 May 2025
Dear Mr Barreto, Thank you for your email. I am sorry to hear about your recent experience with the practice. I would like to discuss this further with you if possible please. I can see that your mother was referred to the community nursing team and it is unclear which nursing team you are referring to in your feedback. In relation to the pharmacy issues, this is something that is put in place between the patient (patients representative) and the pharmacy. I am happy to discuss this with you however it may be beneficial to speak with the nominated pharmacy directly, as it may be possible that they can inform you when a delivery is scheduled so that you know when to expect it. In relation to the care navigators/reception staff, I would like to discuss what issues you have encountered if you are happy to do so. We are always looking to improve. Your feedback can then be discussed with the team, and any improvements required can be implemented. I look forward to hearing from you, please contact me directly on lorraine.smith40@nhs.net. Kindest regards, Lorraine Smith Operations Manager
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Review titled Great 'care navigator' sorry didnt catch her name
Rated 4 stars out of 5
by Jo - Posted on 06 February 2025
I had to call about an issue I have been suffering with since christmas and I tried to self treat without success. The lady also offered some great advice in the meantime to drink Robinsons barley squash and i have to say its helping me whilst I'm waiting for my appointment. This call was on Wednesday 5 Feb at 9.28am after a call back from the surgery. The lady kindly arranged for a GP to call me back and she did the same day and I was offered an appointment, for within a week. She listened to me too and took her time with the call. The best service I have received for a while. Thanks 👋
Visited February 2025
Review titled Highcroft Surgery
Replied on 07 February 2025
Good morning Jo, Thank you so much on behalf of the surgery for taking the time to post your positive feedback. I will share your review with the practice team today, it will be a nice to end the week. I hope you are feeling better soon. When you attend for your appointment it would be nice to be able to thank you in person if your time allows. Kind regards Lorraine Smith Operations Manager
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Review titled Staff are incredibly rude
Rated 1 star out of 5
by Anonymous - Posted on 18 December 2024
I have been calling the gp for the last 3 weeks at the recommended time 8am but I can never get through because I’m always positing 20 or over. I have been in excruciating pain for a month now with my abdomen,pelvis and back when I eventually got through they gave me a Physio appointment even though I had asked for a Gp it’s only when I turned up on the day they told me it was a physio appointment which only made me so much worse due to the exercises and stretches the physician made me do. I again explained to him what my problem was and he told me I need to book an appointment with the receptionist. The receptionist was extremely rude and basically told me I need to go to urgent care because they can’t help me I tried to explain to her that the physician told me to book the appointment and she said I wasn’t listening to her and put the phone down. This isn’t the first time they have put the phone down while I am trying to explain what the issue actually is. Even trained monkeys can do a better job
Visited December 2024
Review titled Highcroft Surgery
Replied on 18 December 2024
Dear Patient, Thank you for providing your feedback. I would very much like the opportunity of discussing this further with you. I would like to apologise for the negative experience you have encountered with the surgery and would like to look into this matter further. Please could you email me at lorraine.smith40@nhs.net. I look forward to hearing from you so we can discuss this in more detail. Kind regards Lorraine Smith Operations Manager
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Review titled un qualified doctor
Rated 1 star out of 5
by Chirag patel - Posted on 16 December 2024
i took my 10 days old baby there after calling 111 as he was breathing very fast and doctor checked him but they didn't have oxygen monitor for babies apparently so without checking his oxygen level she said he looks fine she said that normal for baby to breathe fast at such age so we went home and next day when health visitor come to see him she straight away told us to take him to a&e asps as he might have bronchiolitis so we took him and they checked on him and concluded that he has bronchiolitis rsv virus and its his 4th day in icu in hospital i really thankful of health visitor that she picked his virus up by just looking his breathing really awful they need some educated and qualified doctors at surgery
Visited December 2024
Review titled Highcroft Surgery
Replied on 17 December 2024
Dear Mr Patel, Thank you for your feedback. My name is Lorraine Smith, Operations Manager at Highcroft Surgery, I have tried to call you however appreciate you may not be able to answer my call. I am so sorry to hear of your unwell son. I have requested that a GP partner calls you today to discuss your feedback and for them to look into this matter for you. I will try to call you again. Take care, Kind regards Lorraine Smith
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Review titled Worryingly inadequate
Rated 1 star out of 5
by Charlotte Randle - Posted on 24 December 2024
Since having my son in September of this year, the care provided by the surgery can only be described as woeful and negligent. After being discharged from the community midwife team the admin staff booked in my son's inoculations instead of our 6-8 week check. This resulted in us attending a wasted appointment as my son at 6 weeks old was too young for his inoculations, and our postpartum check being delayed to 9 weeks, resulting to the delayed diagnosis of milk proteins allergy which could have been picked up much earlier had their not been mismanagement of our required appointments. After a follow up appointment with the doctor regarding my son's ongoing allergy reactions, we were prescribed 2 tubs of amino acid based formula. Given the advice that if all was well and my son responded positively to the new formula, we could request an additional prescription, requesting however many tubs required to see us through Christmas and New Year. However, the surgery have ignored my written request, and the latest prescription, instead submitted a prescription to the pharmacy for formula my son is allergic to. It's Christmas Eve, I have called requesting the prescription to be resent with the correct formula and have been told it will be rushed, no timescale given, no apology, no admission of failing to carry out a simple request. I have no idea how long I will have to feed my son the incorrect milk for due to the surgeries negligence and Christmas closures, but given my ongoing experience with the practices version of a "rush" I'd imagine I'm in for a rough few days of feeding my son formula we know he has allergic reactions to. Once we have confirmed all my son's allergies, my entire family will be changing practice because this apathy towards patient care and safety is jaw dropping.
Visited December 2024
Review titled Highcroft Surgery
Replied on 27 December 2024
Dear Charlotte, Thank you for your feedback. Thank you for taking the time to speak with me this morning and I look forward to meeting with you in surgery later this morning to discuss your feedback. Kind regards Lorraine Smith Operations Manager
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Review titled Can never get in
Rated 1 star out of 5
by Anonymous - Posted on 08 November 2024
Tried to get my 2 year old in as he has a bad cough told to go the the urgent care centre as they are fully booked.
Visited November 2024
Review titled Highcroft Surgery
Replied on 21 November 2024
Dear Parent to patient, Thank you for your feedback. I would like to discuss this further with you please, are you happy to email me directly at lorraine.smith40@nhs.net. I would like the opportunity to look into this matter and apologise for your negative experience with the surgery but would like the opportunity to look into this further. Kind regards Lorraine Smith Operations Manager
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Review titled Rude receptionist
Rated 1 star out of 5
by TSB - Posted on 28 October 2024
After being in the phone queue for 1 hr 2 minutes as the econsult wasn't working... Hello, can I have a doctors appointment please? No, we are fully booked for today call back tomorrow. I work full time. What shall I do? Go to the Treatment Centre. She then put the phone down on me! Now, it's not the fact that I couldn't get an appointment as I have been trying, due to work commitments, on and off for the past 8 months to get one, and failing. It was the fact that she put the phone down on me. I understand that previous callers may have been rude. But I was not! I needed to see a doctor because I am not well. I didn't call for fun. Would be interested to know, how does the Treatment Centre feel about this set up? Please train or Retrain your staff that we are people. Sometimes sick people who would really appreciate a little compassion and respect. I among others are a little tired of these self appointed 'Gatekeepers' who are possibly in the wrong job.
Visited October 2024
Review titled Highcroft Surgery
Replied on 29 October 2024
Dear patient, I am sorry to hear of the service you have received from our team at Highcroft Surgery. This is not what we would expect for any of our patients. I would like to investigate this matter and would appreciate you contacting me so I can go over some details before looking into this. My contact details are lorraine.smith40@nhs.net. I look forward to hearing from you. Kind regards Lorraine Smith Operations Manager
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Review titled Poor time management
Rated 3 stars out of 5
by Anonymous - Posted on 07 October 2024
Waited for an hour after appointment to be seen!!!! Feel like it just gets worse everytime we book appointments
Visited October 2024
Review titled Highcroft Surgery
Replied on 21 October 2024
Dear Patient, Thank you for taking the time to post your feedback. My name is Lorraine and I am the Operations Manager at the surgery. I would very much like to discuss your negative experience at the surgery in more detail to try to establish why you were kept waiting on the day of your appointment. If you are happy to discuss this matter further with me please call the surgery and ask to speak with myself or alternatively if you would like to discuss this face to face my only non working day is a Wednesday and my working hours are Mon-Tues 8-6.30pm Thurs -Fri 8 -1.30pm. Kind regards Lorraine
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Review titled Good Practice
Rated 4 stars out of 5
by S.Kerr - Posted on 10 September 2024
Thank you to the receptionist that answered the phone this morning to help me book an appointment with Doctor.The receptionist was polite, efficient and professional. The Doctor was so good to my mum thank you for such brilliant service today.
Visited September 2024
Review titled Highcroft Surgery
Replied on 10 September 2024
Dear S Kerr, Thank you for taking the time to post your very kind review. It is always nice to receive positive feedback regarding our team at Highcroft. I will share your feedback with all the staff. We are glad you and your mum were pleased with the service you received from making the call to the surgery through to the GP appointment itself. Once again, thank you for your kind comments. Regards Lorraine Smith Operations Manager