Highcroft Surgery

Really helpful, and professional. Only issue is the phone system can be unreliable. GPs very helpful and knowledgeable. Admin team work well as a team and are very professional :)

Sent very important documents over three months ago to Highcroft Surgery and paid for this service. I was originally informed that there was a two week waiting time for the documents to be completed and sent off to the relevant authorities. I contacted the surgery to enquire about an update as the forms had not been received and was informed rather rudely that the expectant time was eight weeks and not the two. Now over three months on, I have had to again contact the surgery and have now been informed that the doctor will be looking at the documents later today but will not confirm when this is likely to be posted. The surgery in my opinion is falling very short of the standards that is needed for a doctors practice and really need to sort out the administration and reception (they need to start answering the phones instead of cutting the line dead) and stop blaming Covid as an excuse for a poorly managed service.

Would give it 0 if I could, nothing but problems with this place FOR YEARS - long before Covid was in the picture. There's some serious management/structural issues here. Needless to say I've had similar experiences to the other reviews written here. Poor service, phone lines are a nightmare, some reception staff are fine, others can be rude even when it's the practice that hasn't done what it's supposed to. I would describe this practice in one word - unreliable. Here's just one (out of many) examples: I had a telephone appointment booked yesterday (17/12/20) which lasted less than a minute - the doctor asked me to email her photos of the problem and she told me "I'll call straight back when I've received your email" so I sent the photos over immediately.. I then received a text booking an appointment at the practice (Result! I thought) but that was followed by another text that said "please ignore my last message it was booked in error"... Still no call back. I rang the practice a couple hours later (waited 30 minutes on hold in the queue) to finally get through to someone who told me rather impatiently that "she will call before 6:30pm" to which I asked "I understand but this practice has a history of never calling me back after saying it will so are you absolutely certain that my appointment will take place?" to which she replied "yes".... I'm still waiting. This is not the first time this has happened. The staff always say they'll call back (whether it's about an appointments or prescriptions) and they never do, ever. Seriously. Last month it was time to collect my prescription, I followed the instructions of the practice however when getting to the pharmacy they hadn't received it. The practice then said it'd be available the following week, which it wasn't. So after that happening AGAIN for an additional week, I finally got it on week 3. By this point, my condition had seriously worsened and was causing me a lot of pain. The worst part was that when calling the practice about this they were so blasé! Not only did going without my prescription negatively impact my bodies health but consequently my mental health too. What's deemed important by the staff at this practice is so subjective. When you finally do get an appointment with a Dr, they can often be very dismissive and at times - plain rude. I will say though.. the nurses I've had contact with have been very good. Unfortunately I'm not in a position to switch practices at this time, but as soon as I can I will! I wouldn't recommend this practice to anyone. I've genuinely felt so let down by them in so many ways over the years.

I'd rate it zero if I could. Everything starting with incompetent lazy receptionist unable to keep on top of things and simply lying in your face. My wife had about 9 appointments, throughout at this clinic, never it was on time, 3 times it was cancelled. Upon arrival for a scheduled appointment you can wait as long 2 hours. The receptionist says "but you arrived early", "we arrived on time at XX:XX" and she says "oh right....". When my wife was pregnant a doctor has requested so we have one more scan to make sure baby is sitting in correct position. The staff from this clinic re-scheduled it twice after which it said "No need to do it". It was an emergency breach birth with C-section after all. At the maternity hospital the doctors where furious that this local clinic didn't do what they were asked to! On 3 of the appointments wife filed some paperwork and requested for her maiden name to be updated as it changed after marriage. Guess what? The staff at the maternity hospital had to do it 1 hour before delivering the baby. Disgusting This incompetence creates more work for the NHS staff who are professionals, and in high demand. Disgusting, you're a shame and wasting citizen's money, the true hard working NHS staff has to carry you on their shoulders.

Update to below: After finally getting through and completing my E-referral, I had same day response from the nurse, booked in for an appointment with her and a telephone appointment arranged with the doctor. I feel like having got through the hurdle of getting an appointment I have been dealt with quickly and with care and understanding. The nurse was very nice on the phone and thorough. The phone issues seem to be affecting us all who have written poor reviews so hopefully they will get this sorted. I have had pretty good treatment here when I have been seen but getting an appointment is a nightmare. On multiple occasions I've had my call disconnected (actually heard the sound of the reception and then I'm hung up on before speaking to anyone) as I'm next in line after waiting patiently in the queue. Then when I call back and eventually get through, the receptionists tell me to use their E-consult service instead. I can't log on to the service so I call them back and the whole cycle begins again. Infuriating and more importantly I'm not getting the appointment sorted that I really need!