Hastings Old Town Surgery
The Ice House, Rock-A-Nore Road, Hastings, East Sussex, TN34 3DWContact details and opening times
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about Hastings Old Town Surgery.
Reviews
-
Review titled Offering a service that doesn't work
Rated 1 star out of 5
by Anonymous - Posted on 30 September 2024
Like many other patients, it is impossible to get through on the phone; if you are lucky to be connected it will be an hour wait whilst you are in a queue of 70 people. On a busy Monday as today, at 8.01am the call doesn't not even connect nor add you to a queue as it is already over capacity. As an alternative, I have tried to use the 'Engage Consult Submit a Medical Query' option (previously this has been the only way to get through to ask a doctor a question about medication dosage for example). But today, at 8.01am it says 'We've reached the maximum number of online medical requests that we can respond to today.' How can this already be full when it has only be open for 1 minute? Surely the Engage Consult is there to ease the overflow of phone queries? I've used it before around mid-morning 11am and been able to submit a query. Either the number of queries it can received is very small/or has been reduced, or the service has just not even been turned on this morning! I cannot imagine how eldery patients or those with complex medical needs can feel cared for with such a mysterious, impossible to get hold of Doctor's practice.
Visited September 2024
Hastings Old Town Surgery has not yet replied.
-
Review titled Great practice
Rated 5 stars out of 5
by Mr Alan Humphris - Posted on 13 September 2024
I have recently attended the old town surgery walk in service for a concern about a mole. The practitioner made a referral to demertology which I received a date within two weeks. The reception was helpful suggesting the walk in service on the day.
Visited September 2024
Hastings Old Town Surgery has not yet replied.
-
Review titled Absolute joke of a practice now
Rated 1 star out of 5
by Anonymous - Posted on 13 August 2024
I have been with this surgery my entire 49 years. It was always phenomenal when it had the old school doctors in it. They knew how to treat their patients and even managed to do home visits and see patients face to face. Since it’s been taken over and moved it’s absolutely atrocious. I have this morning spent 45 minutes on the phone I reached no.19 in the queue for the call to then be cut off and having to start all over again, another 35 minutes of waiting to be told I am no.30 in the queue! To wait for them to answer would have been another 45 minutes to an hour! It’s beyond a joke. How can you run a surgery in such a shambolic way. I have no idea why this surgery has suddenly become so bad and the service is insufferable. Who’s got time when they are ill to sit on the phone for over an hour waiting for an answer which will probably be sorry all the appointments have been taken up. This surgery need to look at their service and reviews and take a long hard decision as to how they can improve their service as this is not how it should be in 2024! Think they must now have the accolade for being the worst surgery in Hastings and it’s well deserved by all accounts, I have never heard one good review since it was taken over. Shameful.
Visited August 2024
Review titled Hastings Old Town Surgery
Replied on 02 September 2024
Dear Patient I was sorry to read your complaint. I am also sorry that you have had to wait a considerable time on the telephone and I was particularly concerned to read that you had been cut off and I will investigate any reason for this to be happening. We have recruited more reception staff to enable us to answer the calls more quickly however we have a great deal of calls and unfortunately this sometimes means that there is a wait on the telephone, particularly at peak times such as early morning. We do hope to institute a call back service in the near future. In the meantime we also have online Engage-consult where you can go to the website and complete and send the form which will be seen by practice staff. The link to this service is: Engage Consult services for Hastings & Rother Healthcare - Engage Consult Unfortunately once the triage list has reached safe clinical capacity we will close it and this is for both telephone and E-Consult enquiries. However, we will navigate our patient to the appropriate alternative care pathway such as Pharmacy First, the Primary Care Hub or, if an emergency or symptoms deteriorate, to A & E. We operate a triage system as this enables us to help as many patients as possible however we do have to ensure that we do not exceed our safe clinical capacity. I am sorry you had such a difficult morning trying to reach the surgery and hope that any future contact with the surgery is more successful for you. Patient Liaison Officer
-
Review titled Shambolic practice
Rated 1 star out of 5
by Anonymous - Posted on 14 August 2024
Been trying to get through to this joke of a practice for the last 3 days to book a non-urgent (next available, possible few weeks) only to be told the receptionist is not allowed to book in advance and should ring the triage line first thing the following day. I, along with many others do work, so trying for 3 days to get through is unacceptable. I have not seen or needed a Dr. since well before Covid, my last experience was when I was told the pharmacist would contact me with an appointment, needless to say, that never happened. This surgery is not fit for purpose and has been a shambles since the previous Dr in charge (not allowed to use his name) left. Good luck anyone still registered here, you certainly need it!!! Lets wait to see if they respond? I seriously doubt it!
Visited August 2024
Review titled Hastings Old Town Surgery
Replied on 02 September 2024
Dear Patient I am sorry you have been having difficulty in obtaining an appointment. The receptionist is quite right as all requests for appointment go on to the triage list and requests are screened by the triage clinician. Please note we also have Engage Consult which is available on the website which is an alternative way of contacting the surgery with any requests and the link for this is: Engage Consult services for Hastings & Rother Healthcare - Engage Consult I was concerned to read that you have been informed that you would be contacted and that this did not happen and I apologise for this. Unfortunately I do not have your details and would invite you to contact the Patient Liaison Officer via the surgery email if you would like me to look into this for you. I was sorry to read of your disappointment with the surgery and hope that your next experience of contacting us is more successful. Patient Liaison Officer
-
Review titled Vile practice
Rated 1 star out of 5
by Jess dias - Posted on 19 August 2024
They don’t even answer the phone anymore and I have to go through 111 to get an emergency appointment- I’m having awful health problems and there is no patient care at all so I’m trying to move to a different practice, and then I’ve had to wait an hour past my appointment time to see the doctor because they’re running late again and no one even comes out to apologise for it. The worst doctors I’ve ever been to I would never ever recommend them.
Visited July 2024
Review titled Hastings Old Town Surgery
Replied on 02 September 2024
Dear Patient I was sorry to read your experience of the practice has not been satisfactory for you. The telephones are answered in the order of place in the queue. If the triage list is closed due to reaching safe clinical capacity we do navigate our patient to alternative care pathways including Pharmacy First, 111, the Primary Care Hub and, if an emergency or symptoms are deteriorating, A & E. I was sorry to read that you had to wait an hour past your appointment time and not being kept up to date regarding the clinician running late. I will take this concern to the relevant manager. We do have Engage-consult available where you can complete a form online and send it in to the practice, however this will also close when safe clinical capacity has been reached. You can access E-consult on: Engage Consult services for Hastings & Rother Healthcare - Engage Consult I am sorry for your experience and do hope that your next contact with the surgery is more successful. Patient Liaison Officer
-
Review titled Very unsatisfied
Rated 1 star out of 5
by Anonymous - Posted on 21 August 2024
I felt very difficult to get an appointment with this surgery.doesnt knows why these systems of ringing and staying on line for an appointment take ages to get the receptionist to attend and if they attend also there is no use they keep telling triage is full .very useless
Visited June 2024
Hastings Old Town Surgery has not yet replied.
-
Review titled Could do much better
Rated 2 stars out of 5
by Anonymous - Posted on 27 June 2024
My recent experience about an already diagnosed health issue and trying to obtain treatment for it has been a bureaucratic nightmare, requiring over 25+ emails with an administrator. I have been left completely frustrated with the bureaucracy of this exchange and have had to escalate further. My recent experience has been a de-humanising one and this practice needs to do better to improve patient care and overall experience.
Visited June 2024
Review titled Hastings Old Town Surgery
Replied on 23 July 2024
Dear Patient I am sorry to read that your experience of the practice has not been of the standard we strive to achieve. We welcome feedback from our patients and this review will be shared with the team. In the meantime if you are still having difficulty in obtaining the treatment you require please do contact me. Elizabeth Dearing - Patient Liaison and Engagement Officer
-
Review titled Fantastic Women’s Health Practitioner
Rated 5 stars out of 5
by Brigitte Mierau - Posted on 25 June 2024
I have just seen the Women’s Health Practitioner at Warrior Square Surgery. I cannot praise her highly enough! It was the best experience possible. She is an excellent communicator, very helpful and kind and inspires total confidence. I’m very happy that she is working at my surgery!
Visited June 2024
Review titled Hastings Old Town Surgery
Replied on 23 July 2024
Dear Patient Thank you for this excellent review and for taking the time to add this to NHS reviews. It is always wonderful to receive such a positive and kind review. We will ensure that feedback is shared with the member of staff and with the team. Thank you. Elizabeth Dearing Patient Liaison and Engagement Officer.
-
Review titled Poor quality of care
Rated 1 star out of 5
by Anonymous - Posted on 10 May 2024
After trying for weeks, It is near impossible to get an appointment to see a GP at this practice. My wife is Asthmatic and also has COPD. Over the past few weeks it has been noted by both her employer and others that her breathing has got a little worse. She needs to be seen by a GP and the matter dealt with. Instead this joke of a surgery are just not interested. Care at this surgery is like buying a lottery ticket, and getting medical care seems to be down to pure luck.
Visited May 2024
Review titled Hastings Old Town Surgery
Replied on 18 June 2024
Dear Patient I am sorry that you were disappointed with the information regarding the result of your x-ray. It is very difficult for us to respond on this site as it is anonymous and not confidential, however, if you would be kind enough to contact the surgery to let us know your details, we can then investigate your concerns regarding the result of your x-ray. Elizabeth Dearing - Patient Liaison Officer
-
Review titled Very helpful doctor
Rated 5 stars out of 5
by Anonymous - Posted on 10 May 2024
I saw peadiatric dr over a month ago with my newborn who has had some issues. She was very helpful on the visit and since then has put in weekly phone calls to check in and get a solution for my little one. She has been kind,caring and very helpful. I will always ask for this dr going forward now to book an appointment.Thank you
Visited May 2024
Review titled Hastings Old Town Surgery
Replied on 21 May 2024
Dear Patient Thank you for you very kind review, your feedback is very important to us. I am glad to hear that the service you have received for your baby has been kind, caring and helpful. I will share your kind words with staff. Thank you. Elizabeth Dearing - Patient Liaison Officer.