Church Lane Surgery

My review stems from when the practice transitioned to the new online form system. Since this change, the quality of care I have received has deteriorated significantly. It often feels as though the forms I submit are not properly read or considered. When I do receive a response from a doctor, it frequently ignores the concerns I have raised in detail. On one occasion, I explicitly stated that I was worried about dying, yet this extremely serious statement was not addressed at all. The lack of appropriate medical support is now having a detrimental effect on my mental health. I am beginning to feel hopeless about seeking treatment, as it seems that no matter how clearly or repeatedly I ask for help, I am not being heard. Recently, when I reached out to Church Lane surgery for help because the hospital was not responding to me, I was told by a doctor that I “just needed to advocate for myself more.” This response was deeply distressing. I have been trying to advocate for myself – submitting forms, following up, and explaining my situation – yet each attempt seems to result in being dismissed or ignored. Paradoxically, the more I try to advocate for myself, the less I feel listened to. This situation has left me feeling abandoned by a system that is meant to provide care and support. The only reason I don't give it a 1-star is that previously there have been a few doctors here who seem to care. For them, I have been grateful; however, the barriers to reaching them now seem impossible to scale.

Booking an appointment at this surgery is unnecessarily difficult and incredibly frustrating. I went to the surgery in person on New Year’s Eve to try to book a follow-up appointment and was told by reception that I had to call the next morning, New Year’s Day, within a very narrow time window to do so. I followed this instruction exactly. The surgery’s website stated it was open on New Year’s Day, so I called as advised and was kept on hold for over an hour, repeatedly being told I was “first in the queue.” No one answered. Eventually I gave up and went back to the surgery in person, only to find it was closed, despite the website saying it was open and the phone line continuing to keep callers on hold. This wasted a huge amount of my time and could easily have been avoided with accurate opening hours and a phone system that doesn’t mislead patients. Being told to book in person, then told to call, then left on hold while the surgery is actually closed is unacceptable. Accessing basic healthcare should not be this difficult. The appointment system and communication with patients urgently need to be reviewed.

I've been a patient with this surgery for 3 months now trying to get appointment to sort out my medicine and my carvascular disease. All I get is the prescription Clark they tell me to make appointment with the doctor but the receptionist tell me it's the prescription Clark that do the repeats. do any doctors actually work here because my life is going down the pan with this practice, and it's hard work trying to get my repeat medication. As they keep telling me I will not get anymore till I see a doctor as I'm a new patient 3 months and no help from them what so ever .time to move on. And go somewhere who carers worst doctors I've ever had.

Been registered for 21-years and now it’s out of touch with the older generation. You can’t phone reception anymore to make an appointment because it now has to be done online. You no longer get a doctor phone back because it’s now done by text. Older people don’t know how to use online communication so it’s basically a disgrace.

I popped in reluctantly this afternoon to see if there were any free appointments and my expectations were met and even surpassed -100% completely unhelpful and no use whatsoever.