Charnwood Surgery

Impossible to make an appointment, called over 200 times (call queue only works by chance and often cuts you off once you reach no.1 in the call queue) it was regarding a possible c section infection, called from 8am when they open to be told at 8:57 (yes I have a 3 week old baby and had to spend an HOUR on the phone trying to get an appointment) only to be told there are no appointments left today. Ridiculous, what's the point?EDITAfter making a complaint an appointment was made for me with a very friendly and competent ANP who discovered that I had possible complications and has moved forward with things appropriately. It's a shame it's so hard to get an appointment, but this lady made me feel very well looked after, she on her own would get 5 stars i would definitely recommend her.

Reception staff lack any sense of personality.How is it when I have an early appointment first thing, the Dr can still be running more than half an hour behind? Ridiculous service.On a positive note.. The Dr I did see was very good in all respects.

I was at this clinic for GP registration in Jannuary. The receptionist was so rude and in a way I felt some prejudice against me. I handed in the completed NHS registration form but without any professional interation on her side. She told me that I would get the confirmation days after. I was not confortable being registered at this clinic where I was not welcome. I went straight to the Derby Family Medical Centre where I was properly received. I promply got the confirmation of the registration inclusive left there with an interview schuduled for the next week. I've been there and the staff is far more professional than the staff at the Charnwood Surgery. I returned to this clinic after being registered at Derby Family Medical Centre to cancel my registration for the GP.

One star as have to leave a review and can't put zero! Called yesterday and no appointments, so requested A triage call from doctor, no call so called back at 5.50pm to be told will now have to call 111!!Since Wellside/Charnwood merged its getting beyond a joke. After not getting to speak to a doctor yesterday I just called 33 times to finally get through as caller no.15 and then on hold further 20min! Call staff are also exceptionally rude and quick to be nasty, but then suppose dealing with iritated patients who have all just been calling 30+ times all day will do that to them!

I find it difficult to put into words how frustrating this practice is.The doctors have put themselves on a pedestal and cannot be contacted by patients. They run the practice as their own personal fiefdom and don't give a dam about their patients. I honestly think they are only in the job for the ridiculously high salary. They are also very quick to refer you to a specialist (for a fee) and this no doubt bolsters their already inflated salary. I wouldn't pay them in washers.The only way to get an appointment is to stand outside the surgery at 8:00am and get face to face contact with the receptionist. Even then, they often say all the appointments have gone. When you ask for an appointment for the following day they say 'all the appointments are locked until 8:00m the following day'. Ridiculous!The reception staff asks for details of your illness which should be confidential between the doctor and patient. If you tell them this, they become abusive and hang up the phone.The practice manager is impossible to talk to on the phone and never returns calls. When I have managed to talk to her, she is condescending, boorish and does not listen. She is only ever on 'transmit mode' never 'receive'. Often when I manage to contact the practice, I cannot hear what the receptionist is saying due to the horrendous background noise of other staff laughing and joking.If this was a business in the private sector, not supported by tax payers, it wouldn't last five minutes.

Appointment system is diabolical. Despite several attempts to get my daughter to see a GP, I was constantly being told there are no appointments. I insisted on a call back and the receptionist was extremely rude. I requested a call back from the centre Manager and there has been no response to date. I have sent a complaint to NHS England

Used to be a good surgery. Now appalling.While some of the health care professionals (GPs NPs and nurses) are good at what they do and caring , a few do just fob you off without really trying to help.That's if you can even get through on the phone line, nevermind get an appointment.I dont understand how this is seen as a practical way of doing things by anyone. Cant book appointments in advance. How does anyone with a job get an appointment? Call in the morning on the day." Would be all well and good if that meant youd actually get an appointment when most of the time I cant even get through to speak to somebody. With three small children to take care of this just isbt working and in afraid my family and I are now looking to move surgeries.You may have a lot of patients at Charnwood but maybe that means you should lower the limit so you're actually able to provide the service to people properly?"

Appointment system is very bad. Receptionists are rude and they lie...my annual health check is due since September but I was not informed by them. And when I called them to book an appointment they said doctor will review your case and you will receive a text or a letter for next course of action.. I am still waiting and no response whatsoever... Not sure about their motive but seems like they do not want patients to come to the surgery and want their doctors to have an easy ride...

This surgery used to be very good. You could log on at 8am to your online account, and get an appointment for the same day. There used to be a great selection of appointments at a variety of times and with very many different medical professionals. Now, if you log on at 8am the online service will freeze due to so many patients trying to access it, and no appointments will be available to book at all-none for the same day or the same week, no appointments at all. If you try to make a telephone call, you will either be number 40+ in the queue or the telephone line will not allocate you a place in the queue at all. This makes the GP surgery inaccessible to its patients, some which are probably very vulnerable. This definitely needs looking into. I have expressed my concerns verbally to the reception staff, who say the surgery is aware of the issue and understand our frustration...but this surely cannot go on.The repeat prescription service is great, you can order it online and it will be at your nominated pharmacy in 2 days. But to pick up fit notes and letters it is hassle. I had to recently go to Mackworth for my sick note and Charnwood for my GP letters. Why cannot everything be in one place? It just seems chaotic and unorganised.Some of the reception staff are lovely. You will be greeted with a lovely polite and happy smile. I understand they probably get so much thrown at them by frustrated patients like myself at times, but I always try to remember it is not their fault. There is the odd occasional receptionist which can be very short and rude, but you will get that wherever you go. On the whole most are lovely and helpful.The GPs are hit and miss. There are more males than females, which I know may be an issue for some. It does not bother me though. Some GPs are nicer than others. Some are straight to the point and do not beat around the bush. This is probably what some patients may like, but I like the more sympathetic and understanding approach. There are both kinds of GPs at the surgery, you just have to find the sort you like and hope you can get an appointment with them! I will not lie, I have had to make two formal complaints about a GP here for not following guidelines, and I am in the process of looking into suing him, but that GP is one of many there.All the nurses there are great. They are the reason I stayed at the surgery for the length of time I did. Angela is absolutely amazing. She is kind, thoughtful, understanding and caring. She is most definitely the best medical professional I have ever come across. Mandy is also great.