New Hayesbank Surgery

Can't believe how hard to get an appointment. Also some of the receptionist are so rude its unbelievable. There is no need for that. Every single time when I call I end up being upset because of them. Nurses and doctors are great once you get to see them but I would have a think about replacing some of these rude ladies. They are the voice and the face of the surgery. They should be helpful and not making decisions agaonst our need. I requested a call back from a doctor and instead of that I've had a call from a nurse who couldn't answer my questions and told me that I need to speak to a doctor so they will call me back later. Im wasting my whole day with waiting just because the receptionist couldn't do her job.....

This surgery is despicable. The receptionist think they are doctors and give medical advice which could potentially put one in danger because they do not hold a medical license. When you are told you will receive a call from the doctors, you don’t get one. When you see a doctor, some don’t even listen. Some prescribe medicines that aren’t even necessary. My son was diagnosed with asthma when a year later I was told he didn’t even have it. You can never get through the phones. Waiting time for the doctors are ridiculous, your appointments are a certain time but instead they’re late so your waiting an hour after to still see the doctor... Would not recommend going here

I spent form 8.15 am until about 2.30 pm trying to get through to reception. There was a constant back up of calls waiting. When I did eventually get to speak with a receptionist I was told that there were no appointments available at all. When I suggested a call back I was told there were none available and I'd have to ring at 8 o'clock tomorrow when more would be released. If today is anything to go by tomorrow with have the same outcome! The fault does not lie with the staff, who do the best they can in difficult circumstances. The problem is, I think, that the surgery simply can't cope with the increase in the number of patients, which is only set to get worse with the influx of people into Ashford and no infrastructure to cope with it.

This surgery is completely unable to support the large amount of people within the locality. It is virtually impossible to get an appointment unless it is an absolute emergency, in which case it's better to go to A&E. It is unfortunate as the staff are skilled and good at their jobs but they simply cannot match the demand. It is so disheartening trying to get an appointment that one simply just puts up with being sick. This is the not fault of the staff but of the lack of funding and demand on NHS resources.

It’s like pulling teeth getting an appointment these days. Same procedure every time and hard to get an appointment even for two weeks time. I gave up and a few days later tried again. I spend half an hour on hold on the automated system. Ring the receptionist instead and told them again that the automated system doesn’t seem to be working and then get the standard advice. I have to ring at 8am to try and get one of the next appointments released with the doctor I want, can’t get through of course next morning because everybody else is ringing and I wonder how many people get fed up and don’t bother in the end and the trouble is at 8am in the morning I am trying to get child off to school and get to work so not easy to make a call then, miss the time slot again and another few days go by. This website is called ‘I want great care’, the doctors are fine once you can get to see them it’s just far too many hoops to jump through to get to see a doctor.