Hobs Moat Medical Centre

I have had to support both my husband and son with problems they have had with incorrect prescriptions, lost medical records, insufficient support, poor communication, I have had to make numerous trips to sort out these problems Some of the staff are pleasant and try to be helpful but make numerous mistakes other are rude. At times the lack of doctor consultations, support and lack of appropriate medical expertise are negligent. Waiting on the phone for an hour is not acceptable. One person on reception, lack of computer training for new system. It is frustrating and the doctors should be ashamed of the support their surgery gives.

For 5 months running prescription has been wrong, last one took 2 weeks to sort! Takes ages to get through by phone. Given a phone appt and the DR calls at a completely different time than the one you've been given. DRs not keeping a check on patients with ongoing medical conditions, have had to put in a formal complaint this week!

Lots of ongoing problems with the phones and appointments that are always unresolved and it seems they are slow to change.

My experience is awful, waited 5 days for a prescription! Unhelpful and uncaring staff can't get through on the phone

Always 19 in queue, 60 mins plus holding on then cut off. 8.30 in the morning lines full to capacity.

You cannot get through on the phone and when you do, doctors appointments gone even telephone ones. Doctors don't want to see anyone

Spend at least 2 hrs on hold on phone and it gets put down, spent 3 weeks trying to get a regular prescription, had to get emergency supply. Say that letters received from other medical departments ie Renal Team are in the scanning pile, so medication from the hospital team never gets prescribed . Can’t get an appointment it’s been so bad, I’ve gone down to surgery and the receptionist told me there was just her answering the phones and dealing with reception and that’s why you can’t get through on phone. That is dangerous working practices. Just check out local Facebook groups and you will see the service from this surgery has been appauling to lots of its users.

The surgery has seen a considerable negative impact of Covid as well as difficulties while transferring to a new digital system; however there have been serious knock on impacts to the service provided there.
Positives - we have always received a same day callback from a doctor when the issue related to our infant child and Nurse and Midwifery services through the surgery are good.
Negatives - multiple negative personal experiences when dealing with the surgery; e.g. pre-Covid (2019) I submitted a formal complaint following a post-natal check during which the doctor was dismissive and critical of my own concerns about my mental health; I was later diagnosed by a different GP with postnatal depression.
In 2021 despite forms being filled in the day after his birth my newborn was not registered as a patient until I chased why we had not been invited to a post natal check 9 weeks later. I was told that he had never been registered and that these were not considered ‘priority’ appointments during covid.
Multiple times we have waited 2+ hours on hold to try and get through to reception to make an appointment, including for routine vaccinations.
I have been left waiting over 80 mins in the waiting room for a 9:30am appointment, with no apology or explanation from the doctor for the delay - the doctor then proceeded during my appointment to ask me to wait while she completed other patients’ prescriptions and rescheduled appointments.

Husband never seen by gp, all done over phone. Given wrong paperwork for an emergency colonoscopy, over a week to correct. Went private and still no follow up from GP

They have messed up my simple repeat prescription 4 months in a row. Each time this happens I have to phone the surgery to get this sorted, but I have to wait over an hour each phone call to no guaranty my prescription will go through properly. The last phone call I had was 2 hours and 30mins wait, only for the surgery to close and not answer my call. Strongly considering quiting my medication because I can’t deal with this uphill battle, month after month. This surgery use to be good. Now shambolic is the only word to describe it.