Elm Hayes Surgery

Wouldn’t recommend this Doctors Surgery. I’ve been a patient here for well over 10 years and I’ve had nothing but bad experiences. The receptionists can be rude at times and very blunt, not friendly at all and the GP’s really don’t care about your problems. If I ever have a problem I just try to work it out by myself because it’s just pointless trying to get it sorted at Elm Hayes. You’re on the phone for ages trying to get through, then when you do get through there’s no appointments left. You put a request in for a repeat prescription and hear nothing back whether it’s been accepted or not, turn up at the pharmacy to collect your medication a few days later to be told they don’t have it, so you call the doctors up and they say you need a review of your medication. Great. Thank you for letting me know beforehand! Then you’re left with no medication and having to pay for emergency pills. Don’t worry though as I am now transferring surgeries, fed up of the terrible service that Elm Hayes provides its locals.

I've always been very satisfied with the service at Elm Hayes Surgery since moving to Paulton just over nine years ago. There will always be staff changes in all professions, and at all locations. The staff at Elm Hayes Surgery (Doctors, Nurses & Reception) always do a very good job of understanding my issues. Many thanks!

I have been registered at this practice for over 16 years. The staff are always incredibly helpful and very knowledgeable. It's also really great that they have other therapies such as osteopathy on site too. Would thoroughly recommend choosing Elm Hayes if you are in the catchment area.

The receptionist is very rude, whilst I'm on the phone to my sister who suffers with really bad mental health. She comes over and confronts her very abruptly and tells her to take her phone off video call. Like who does she think she is. My sister is sat in waiting room with only her child...Not like anyone was around very strange and rude behaviour for her to do that!!

I can only report on my own personal experience with Elm Hayes. I find them exceptionally good at their job, kind and courteous. I know appointments are sometimes difficult to arrange, but this seems to be a national problem.

Since the day I moved to this surgery, I have had nothing but lies, unprofessionalism from certain nurses and reception staff who don't seem to have any customer service training at all. Point 1. My son has ADHD and need his medication to balance him out. He was told by the clinic to get a ECG from his regular doctor surgery before they can continue his perscription as he was having issues with his heart on the current medication. My son and I attend Elm hayes surgery and was greeted by a nurse who I explained the situation too. She did not seem to take much interest. I asked her if she could send the results to the clinic today as he need his medication replenished.? she replied yes. I gave the nurse the details of where it was to be sent. 3 days later, the clinic still has not recievied the ECG results. You would think if you go to a doctor with a heart issue they would take it more seriously. I have called the surgery a multitude of times to resolve this matter and I get fobbed off. I undersatnd why they have the people getting angry at them now. 'Prevention is better than cure' in respect of why members of the public get angry at the reception staff at Elm Hayes. Just tell the truth and don't fob people off then you will reduce the risk of conflict. You would not need to put that message on your phone system either, regarding, you will not tolarate your staff being disrespected. 'Its certain members of your staff and how you communicate to people causing the problem. Point 2. Last year I went to have a blood test. I have a fear of needles which I explained clearly to the young nurse. As she was drawing blood from me you asked why I had a fear of needle and she thought I was over exaggerating when I started breathing deeply and faster. With an attitude like hers im supprised she is aloud to do what she does. She should be shacked. I have now decided to change surgeries due to the issue i have had with Elm hayes, I will be taking my points further with the professional body. The clinic is still waiting for my sons ECG, and my son has now gone back to his state of mind due to him not being able to get his perscription because of Elm hayes surgery in Paulton. Not that they care.

I dont know about the surgery but the covid team has been amazing today. First the receptionist was lovely to call me and confirm my appointment giving me all details for there location and answering any questions. Then we had a warm welcome from all despite being behind mask and face shield. The doctor who looked at my 2 years old daughter was gentle with her and took time to explain us what she has. My daughter was so relax that she said goodbye to all of them and I love you to the doctor. Lovely team. Thank you so much