The Hawthorns Surgery

You can't get through on the phone and if you are lucky enough to, then there are no appointments anyway.

Staff are helpful. We can now book online which is like before covid levels. We are registered with a particular GP but never get see them. Seeing a different GP can impact on care. Continuity of care is needed and I feel they should be better that.

Very difficult to get an appointment and see your own GP.

More people taking calls is needed. No issues really with them. Can go in and book appointments early, it won’t be a same day appointment but will give you one for same week, over the phone it can be tricky. First they do a phone appointment and if needed they will invite you for a face to face appointment.

I can no longer have my ears syringed at the surgery and have to pay £85 at another service. I'm very disappointed as sometimes you have to wait outside the surgery and you have to take a ticket. It's not a good service really and it puts me off going. Access is really difficult.

No-one at The Hawthorns seems to have realised that if patients have to ring several days in succession without getting an appt, then they are having to answer the phone several times for one patient! Or is it just their way of stopping their patients getting an appt! It's totally disorganised, I'd rung for times before someone told me that I could book an appt in two weeks time.
I was told that they were not taking new patients since Covid, not true!! Why is this surgery so poor now, when it used to be one of the best locally. I want an appt with my gp, not a lecture on how long it takes to train a doctor!! For goodness sake, get your act together, and soon. Shame because our gp is a star!!

Following a blood test ordered by the doctor following a telephone conversation the doctor offered to sent me “information” about my condition this never arrived

Hard to get through, can’t get past the receptionist. Receptionists don’t past the messages to GP when I call them for my medicines and as a result I have to go to hospital. I have just called to order the medicines and they said I can’t do it over the phone and I should do it online or go into the surgery.

Ringing for an appointment over a month. Have to ring at 8:30 to get an appointment. Which is during school run. Had to get a friend to do it and they ended up being able to book it for me.

They are not organised. I asked for new patient registration for a newborn, but they gave me an adults form. Filled it in and gave it back with the red book as evidence due to backlog getting his birth certificate. Registered around 4 weeks old. Phoned them up at 8 weeks old for immunisations and my own 6 week check up. They said they'd contact by the time he was 12 weeks old, but they never did because his registrations was pending. They did not communicate this with me. Told me they could not register him until I had the birth certificate. Now he's a month behind his vaccinations.
Its not accessible. Do not allow pushchairs into the building and antenatel is up a flight of stairs.