Southbourne Surgery - Emsworth

Megan Morgan

I’ve had appointments, telephone consultations and taken my son to appointments. I have found all the practitioners we’ve seen take the time to listen to my concerns, have been really thorough with their examinations and explain everything clearly. We have attended a few appointments with the paramedics mainly for my 2 year old son and they have been fantastic with him in addition to what I mentioned previously. I also don’t want to forget to mention the receptionists/admin staff who have always been happy to help and I feel they really care.

Christna Procter

In the past I have been quite vocal when I've felt the systems at southbourne have let down my family members. So I thought it only fair to be vocal when I've felt care was above and beyond. Firstly, just after Christmas I was easily able to make an appointment for my daughter who had been struggling with a cough since November. We were seen by a paramedic that same day and his care and attention was perfect. He made her feel at ease, did not patronise and we were issued with antibiotics to help with what had developed into a chest infection. A week or so later, I had to make a further appointment for the same daughter with tummy pain. We were seen by a GP Registrar who followed up by sending us to St Richards to rule out appendicitis. After a blood test and being seen by the surgical team we were sent home. They didn't think it was appendicitis and booked us a scan the next day to check other potential causes. At the scan, an inflamed appendix was spotted and we were in emergency surgery within two hours. Our care at St Richards was amazing and the Southbourne GP who sent us there potentially saved her life.

veronica burton

When taking in some results that needed to be scanned ready for a call the next day the receptionist spoke to me abruptly and with her arms out stretched expressed and said look I don't have a scanner here do I. No empathy shown just appeared cross. Needless to say the results were not scanned across for my conversation the next day . I've had other interations like this with a receptionist at the surgery and although I fully appreciate the massive pressure they are under it is not acceptable so I will change to a different practice asap.

Jill

I simply do not understand how to get an appointment. I went to the surgery, naively thinking I would be able to make an appointment within the next fortnight, but was advised to arrive at 10.30am the next day to make one. I did as requested, in fact 10 minutes early, but they had all gone. I went home to use e-consult, but, even though it was before 12 noon that wasn't available either. It seems all you can do is arrive at 10.30am each day in the hope some appointments will be released. How are the elderly and the vulnerable supposed to cope? Or those who work full time? The receptionists are polite, but powerless to really help. Looking online, other surgeries do not seem to make getting appointments so difficult. Unfortunately we're not in their catchment area.

Jodie Hannett

This is generally one of the better GP surgeries around. The clinical staff are faultless, very kind and sincere.
Reception however, another story. I've been a nurse in a GP surgery and so I really empathize with how hard the reception team have it. However, there must be consistency and basic respect! Depending on what receptionist you get, depends what they'll do for you over the phone.
I've just waited 30 minutes in the queue to be on the phone for 30 seconds. I called for a routine appointment, none available call back tomorrow, absolutely fine, it's the way it is. I also needed to request an extension of my fit note which has been done via the phone multiple times but the receptionist I spoke to point blank told me NO. so so rude, she couldn't get off the phone quick enough.
Perhaps some communication training wouldn't go amis.

No Name

Clinically I can not fault the medical staff, however the receptions/admin team staff seriously let this surgery down. I was due some serious test results back and when called the surgery regarding this was given the all clear despite receiving a letter later to state they were in fact serious and urgent treatment was required. I reported this complaint and was met with “the person that answered the phone was new that day and didn’t know what they were doing”.

Following an appointment I had to wait 75mins for the reception to print out a form as they didn’t know how to do it but yet didn’t bother to ask anyone for assistance.
When calling for any reason staff always seem to have trouble using the computers.

I feel that if more training was put into using the computer software correctly such reception/admin staff would not come across as incompetent.

C Rizzo

I am writing this review out of sheer frustration with Southbourne Surgery and the deeply flawed system they currently have for booking appointments. It has become virtually impossible to secure time with a GP, even for follow-up consultations, leaving patients like myself feeling helpless and disregarded. I’ve been trying for three weeks to book a follow-up appointment with the GP I initially saw back in May, and the experience has been nothing short of appalling.

I was advised by the surgery to call at 10:30 AM to book an appointment, but this system is utterly broken. Every time I call, I face long waits. On multiple occasions, I’ve been placed 28th in the queue, and after enduring over 90 minutes on hold, I’ve been told that there are no appointments left for the day. How is this acceptable for a medical facility? The entire process is stressful and feels impossible, especially when you’re unwell and seeking medical attention.

Feeling desperate, I decided to visit the surgery in person, hoping to resolve the issue face-to-face. However, this experience was just as disheartening. When I arrived, I was told there were no available appointments for the next two days and that booking further ahead would not be possible. After explaining my potentially urgent medical requirement, I was met with resistance. Instead of offering a solution, the receptionist handed me a complaint form for the practice manager. This was unnecessary and completely missed the point—I was not there to complain but simply to request a GP appointment.

It’s mind-boggling that rather than trying to help, the staff seem focused on deflecting responsibility. The lack of empathy and basic customer service from the reception staff adds to the overwhelming frustration of navigating their broken system. I don’t understand how a once highly regarded surgery has fallen to this level of dysfunction.

What’s more infuriating is that the actual care from the GPs, once you manage to see one, is attentive and professional. The doctors genuinely care about their patients and provide high-quality care. But sadly, what good is excellent care if the surgery’s appointment system is so dysfunctional that patients can barely access it? The disconnect between the administrative side and clinical care highlights a deep-rooted problem within the practice.

I’m not alone in this experience—other reviews and conversations with fellow patients indicate this is a widespread issue. It’s clear that Southbourne Surgery’s current appointment system is failing its patients. Being told repeatedly to call at a specific time, only to face endless waits and rejection, is simply unacceptable for a practice meant to serve an entire community. The system is in dire need of reform.

As a long-standing resident of Southbourne, I’m deeply disappointed by how much this surgery has declined. It used to be a reliable, well-run practice where patients felt valued and cared for. Now, it feels like you’re fighting a losing battle just to see a doctor. The sense of community and trust that once existed has been replaced by frustration. How can a surgery function properly when its patients cannot even get an appointment?

The practice urgently needs to implement changes. Whether that involves hiring more staff, updating their phone system, or offering more flexible booking options, something must be done. The current situation is unsustainable, and if this continues, it will drive more patients away. Southbourne Surgery must recognize that patient care begins the moment someone tries to book an appointment, not just when they finally manage to sit down with a GP.

It’s time for this practice to take responsibility, listen to the concerns of its patients, and bring the service back up to the standard it once held. I sincerely hope Southbourne Surgery takes feedback from its struggling patients seriously, as no one should have to go through this level of frustration just to access healthcare.

Dr Rizzo

David Lucas

I have been at this surgery since I was at school, unfortunately the service is now terrible especially the reception staff, they are extremely rude and then say that you are being rude, they also try to discuss your private medical records with other people stood behind you and hearing every word not good.Also it can take days or even weeks to get a doctors appointment it makes you wonder if the doctors are actually at work and when you get an appointment the surgery is empty .I also asked for the surgery manager to ring me and was refused!!
This bad service has now made me make the decision to join another surgery very sad to see how the surgery has gone down hill in the last few years