Saxonbury House Medical Group - Crowborough

Peter Jeffery

I have be a patient at Saxonbury House for many many years and my experience is that the staff from the reception to the senior partners are helpful caring, professional and positive. On my last two visits over the previous few months they did more than I expected. It was on a personal basis. But it is a two way street. Recognise the limitations that the group have to work within. You may have to wait on the telephone for over 20 minutes to get through for an appointment. But they are busy. Be polite.
Peter Jeffery

sue macklin

It’s Monday I phoned the surgery at 8am was put through to a helpful receptionist.
By 8.50 the wonderful caring Nurse Practitioner phoned and prescribed treatment.
Wonderful caring practice. Thank you
Sue

Jan D

Found, on many occasions, the administration side to be poor - lost referrals, lost prescription requests, inability to book online etc. GPs themselves are, on the whole, good, if you can actually get an appointment.

Today tried phoning to make an appointment - no queue, just line very busy messages then automatically hangs up. Made 55 attempts before going to the Surgery in person. No queue, desk staff casually floating around with drinks in hand. Asked the person at the desk politely if I could make an appointment. Her response was "And?" . I asked "And what?" To which she replied "I need more details". I was shocked at the blunt manner and tone of her communications in a medical environment, where people might be feeling poorly or desperate.

PETRA MYATT

It’s very easy to give a bad review because the phone wasn’t answered quickly. My experience with this surgery has been great. Efficient, polite and very caring. They offer many services under one roof. No complaints whatsoever.

Rebecca Ungless

Utterly terrible set-up and not fit for purpose. Called 14 (!) times from 8.00am on the dot and finally made it into the queue only for the line to go dead and they hang up on you when you finally make it to number one in the queue! Once they hang up on you there’s no point calling back as the appointments are gone. Now paying to go privately for basic urgent care as a medically vulnerable patient.

Practice Manager should hang their head in shame. Many other GPs and PCNs investing in online booking and offering much more reliable service.

Aimee Anna

Really disappointing experiences that have finally resulted in my moving doctors. I had finally thought I had a found a good doctor there but sadly not. Some lovely girls in reception but one particular one extremely condescending and rude. Can’t get an appointment, definitely not a follow up appointment. Whilst I appreciate the pressure NHS is under it doesn’t mean you can be rude or make people feel like they are asking too much to try and get better and see their healing journey through not just one appointment and a handful full of tests with a receptionist feeling capable of discussing with you as if they are the doctors themselves. Calling at 8am is not possible for most of us who are working. We do not have the time to sit on hold to not get an appointment. Really sad to see this surgery change and go downhill from what was a good one I had been a patient of for many years.

Amy Nicholas

What it looks like trying to book an appointment every morning at 8.00am. No queue system, but a one minute pre-amble about Covid before they just hang up on you!

I FINALLY GOT THROUGH AND AFTER 19 MINUTES ON HOLD YOU HUNG UP ON ME!!!!!!!

Daniel

I don't expect to get hung up on the phone when I'm talking about depression. Meloney that answered the phone today obviously doesn't care and has no respect for people with depression.