Billingshurst Surgery

Billingshurst Surgery 2021-07-22 Person 1 5 0

I have spent a total time of nearly 60 minutes to get a reply to my phone calls, this includes hanging on and being told that my call would be answered shortly for 20 minutes and the rest of the time dialling and re-dialling before I got into the queue system. This is really not good enough in this day and age. I found the receptionists I spoke to rather unhelpful to say the least - to be told that "these things happen" is not helpful when the problem is nothing to do with me. I really did not have much faith that my request would be dealt with. Perhaps customer service training would be sensible, but the surgery would probably be closed for a week to enable this.

Helpful polite receptionists would be a good start. I do appreciate that it is a difficult job having been one myself but being dismissive with people is not the way to make it any easier

Billingshurst Surgery 2021-05-20 Person 4 5 0

I visited the surgery following a concern about a lump I found on my 11 year old. I was seen that day following a telephone consultation. We met with the Nurse practitioner Tanya Ladbroke who was very professional, her patient interaction with my child was fantastic explaining in child friend appropriate words what she was doing and why. This meant my child less nervous and at ease during the examination. I was impressed by how she spoke directly to my child making them feel relaxed and involved. The result of the examination was a referral for an ultrasound, again this was fully explained to my child and they understood what would happen next. Tanya also ensured I was happy with the referral and the reason why. I can’t praise her highly enough, she made what could have been a very stressful and worrying situation for my child ( and me) so much easier. Thank you.

See above

Billingshurst Surgery 2021-05-02 Person 1 5 0

Insufficient staff employed to manage new triage system. Dr telling you - after waiting 45 minutes on the phone ‘you will be answered shortly’. Rudest reception staff who told me categorically to wait outside without discussing why I was there. She refused me entry to the entrance hall and I only wanted to sit down on the chair provided while I waited for the correct form to be printed The surgery had printed one dated 2017. You lack all humanity when dealing with Billingshurst people, any sensitivity when posting on your website or sending text messages and certainly do not deserve any funding you receive for registered patients. Having said that, in all fairness, once you are in front of a doctor, they are very good. But the surgery as a community facility is falling far short. You should learn from Pulborough or Storrington - currently there is no comparison.

See above

Billingshurst Surgery 2021-05-01 Person 2 5 0

Now the surgery has been redone it appears they don’t particularly want patients in there. Unlike other Heath services during the pandemic they really are unwelcoming and will do as much as they can to avoid patients.

The communication is poor, phone lines engaged always, and having to wait long times for call backs. When you do go into the surgery for vital appointments they are quite unwelcoming. However when I go to a hospital with my child they are business as usual!?!

Billingshurst Surgery 2021-05-01 Person 2 5 0

Frustrating from beginning to end. Unable to get through to surgery, two week delay to speak to a doctor, another week to see a doctor and three months later have still not had all the tests I need

Please, more staff to deal with the increased workload and provide a better service