Old Town Surgery
13 De La Warr Road, Bexhill-On-Sea, East Sussex, TN40 2HGContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Disappointing practice.
Rated 1 star out of 5
by Anonymous - Posted on 08 October 2024
I phoned up at 9:15 asking to speak to someone urgently for my mental health. The receptionist said there was nothing she could do as apparently I phoned up too late for an appointment. She told me 9:15 was too late in the morning and to ring at 8am. Mental health crisis is not routine, it is urgent. I thought GPs normally keep back appointments for urgent problems.
Visited October 2024
Review titled Old Town Surgery
Replied on 09 October 2024
Dear patient, Thank you for bringing this to our attention. I am truly sorry for the experience you had when you called our practice requesting urgent assistance for your mental health. I completely understand that mental health crises cannot always be predicted or treated as routine matters, and I apologise that we did not respond in the way you needed at that time. Please could you contact me to enable me to assist you. Kind regards Sophie McCann Practice Manager
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Review titled Appointment system is a mess
Rated 1 star out of 5
by Anonymous - Posted on 22 October 2024
The appointment system really needs to be rethought to accommodate patients, that need to see a GP and do not need the hospitals accident and emergency. Phoning at 08:00 and waiting for up to 45 minutes only to be told there are no appointments, by curt unhelpful receptionists, who tell you to go to accident and emergency is not healthcare, its pushing non urgent patients to an already overworked service. After two days of 08:00 calling and waiting, there have been no appointments available. Help and treatment is what's required, the stress of a daily appointment lottery is only aggravating my problem. Surely there must be an allocation of appointments for urgent needs or cancelations opening during the day.
Visited October 2024
Review titled Old Town Surgery
Replied on 23 October 2024
Dear patient Thank you for taking the time to share your feedback. I’m really sorry to hear about the difficulties you’ve experienced with our appointment system and the frustration it has caused. I understand how stressful it must be, especially when you’re seeking care and are met with long waits and limited availability. We’re aware that the current system can be challenging and are working hard to improve it. We are constantly reviewing our processes to find ways to increase capacity throughout the day, including utilising cancellations when they arise. I also want to apologise for your experience with our reception team. We will follow up to ensure all interactions are helpful and respectful. Please know your concerns are taken seriously, and we’re committed to making improvements. If you’re still in need of an appointment, or would like to discuss this with me, please let us know and we’ll do our best to assist you. Thank you again for your feedback. Kind regards Sophie McCann Practice Manager
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Review titled Disappointing
Rated 2 stars out of 5
by Rodger Holcombe - Posted on 18 July 2024
Just returned from a 1400 appointment, reception first insisted I had no appointment then came back 20 minutes later, very apologetic ‘the nurse is sick’, no one thought of telling me! Perhaps instead of sending me a reminder of each appointment they should send one to reception.
Visited July 2024
Review titled Old Town Surgery
Replied on 09 October 2024
Dear Mr Holcombe Thank you for your feedback. I sincerely apologise for the inconvenience caused during your recent visit. Unfortunately, our nurse was unexpectedly ill and unavailable that day, and we failed to inform you ahead of time. This was an oversight on our part, and we are taking steps to ensure that this does not happen again in the future. Kind regards Sophie McCann Practice Manager
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Review titled Dr’s perfect! Practice rules on appointments awful
Rated 5 stars out of 5
by Helen Barker - Posted on 08 February 2024
Amazing care from my Dr and his registrar. Most of receptionists are lovely. There’s one that’s quite rude and unhelpful but have had great experience with the others. The only thing that I find really tough is unless you call at 8am you can’t get an appointment and my partner and I both have long term health conditions which causes fatigue and I’m in ridiculous amount of pain in the morning. This makes mornings very hard for us and so can’t always call at 8am. I feel there should be a better system for people who have medical conditions that make mornings hard as it is not fair on those that struggle.
Visited February 2024
Review titled Old Town Surgery
Replied on 19 February 2024
Dear Helen Thank you very much for your feedback. I am pleased to hear that you had a positive experience with your GP. I am sorry you found a receptionist to be rude and helpful. I will address this matter with our team to ensure that we maintain the highest level of professionalism and courtesy at all times. I understand your frustration with having to call at 8 am for an appointment. We are continuously exploring ways to improve our system and I appreciate your comments. Kind regards Sophie McCann Practice Manager