Hobs Moat Medical Centre

You wait for ages on the phone to get through, and when you get through there are no appointments. No one can ever help. I tried to order medication over the telephone in exceptional circumstances but they still would not accept my request. The care you receive from the doctors varies dependent on who you see, they are often running late and then you are rushed quickly through your appointment, and they do not take the time to listen to you. I have waited 4 weeks for an appointment and then been told I can only discuss one thing with them. I find this completely unacceptable, particularly because myself and members of my family have complex medical needs. They do not make reasonable adjustments for my child who is of adult age but has learning disabilities and cannot advocate for herself. They try and talk over me and direct the conversation to my child who does not have any understanding of what they are saying. It is very frustrating.

The doctors have been great with menopause support and treatment. They have been thorough with information, advice and treatment. I have had my medication reviewed and changes have been made when necessary. They have made gynaecology referrals for me too. Cannot fault the surgery at all, they have been fantastic.

I have given up trying to ring for appointments because it is impossible to get through. I have to arrive at the surgery at 8am to start queueing for when they open at 8.30am. It's impossible to get a face to face appointment, I am only ever offered a telephone appointment. The reception staff are ok, I guess there is only so much they can do.

I am happy with the service provided and I have no complaints.

Often over 90 mins wait for phone response. Sometimes just cut off. This is a regular occurrence.
Appointments not available unless phone 08:00 - 08:15. But no phone is answered. Solution is to go personally to the surgery later, but no appointments left for the next 2 weeks. This is a regular occurrence.

Obliged to use online repeat prescription service. Works usually one time out of 3, often incomplete. Need to go to surgery to query, but repeats not allowed at surgery. Sometimes complete after 7-10 days. (Pharmacy confirms this is regular and predictable.) Occurs regularly.

It is very difficult to get an appointment. No consideration is given to me being a cancer patient currently undergoing treatment. The receptionist seem under pressure and very stressed out when you make enquiries or try to book an appointment.

I have experienced a real decline in service from my surgery since the covid pandemic. The problems experienced now were no where near as bad before. It often takes up to an hour of holding to get through. On several occasions I have been holding for more than 45 minutes to get to second in the queue for the line to cut me off. It is very frustrating and upsetting when this happens.

Very hard to get an appointment. Doctors and nurses are good once you can see them but getting past the first hurdle of booking an appointment is the main problem.

My mother is on end of life care and she wanted to see the doctor but requested for me to be there. The doctor did not attend but went to see my mother on a different day without telling me. Doctor did not prescribe morphine quickly enough and the district nurses had to keep chasing. By the time they got the prescription my mother had died.

Phone constantly gets disconnected after waiting in a queue. Call straight back and number 4 seems to be the magic number because I am always caller number 4 then 3 then 2 then ringing for a minute and then disconnected. And repeat........ Have to give up and drive to surgery and speak face to face, its the only way.

The problems with repeat prescriptions are never ending too. Half the time the website prescription service is not working properly, but you don't know this until you wonder why you have not been contacted to collect your prescription.

Lets try emailing the prescription instead.
This is hit and miss, sometimes it gets picked up and processed and sometimes it does not. Once again you don't realise this until nearly a week has passed. But even when it has been processed, half the time items are missed off the prescription and I have to waste time trying to get hold of the surgery once again only to have to drive there once again because the phones.........

Getting an appointment is like playing the lottery, but first you have to actually manage to get in the queue and then manage to not get disconnected just to be told all appointments have gone.
One time I actually managed to get through straight away as soon as the phone lines opened and I must have been the first person because the phone was answered straight away. But guess what, all appointments had gone. How is this possible?

The staff in there seem nice and helpful but the surgery is being really let down by the issues I have mentioned.