Hatherleigh Medical Centre
The Old Bank, Bridge Street, Hatherleigh, Devon, EX20 3HZContact details and opening times
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Reviews
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Review titled Appalling service
Rated 1 star out of 5
by Val Bennallick - Posted on 29 March 2025
This practice only has a GP there twice a week and it is almost impossible to get a timely appointment. As the practice is owned by Ruby Medical 14 miles away in Holsworthy you are always told you need to go there for things. They recently stopped doing blood tests for people with lifelong conditions like me and have shown a complete disregard to how this will affect patients. Apparently we now have the "choice" of going to a "Community Phlebotomy Hub" in either Bideford, Torrington or Holsworthy so that means anywhere between a 27 -42 mile round trip.... or just go to Exeter, a 78 mile round trip... so not in "My community" at all. It shows how little they actually care for their patients when the withdrawal of these services, which are so important to individual patients, was not communicated to them individually but instead was posted on a Facebook page that I and the vast percentage of patients didn't even know about, let alone know it was where they'd tell you they were cutting your services. These cuts were done without clinical oversight or patient impact assessment, they were simply done because they thought they were not paid enough. 3 years ago it was a great little surgery with a brilliant GP, now it is just an unwanted satellite of the Holsworthy Mega Surgery. I have constantly told people I have to visit for appointments that I am not a patient of Holsworthy and the Dr who appears on any paperwork is not my GP, she is not based at Hatherleigh and I have never seen or spoken to her but I continue to see her name and Holsworthy on my paperwork.
Visited March 2025
Review titled Hatherleigh Medical Centre
Replied on 02 April 2025
Dear Patient, Thank you for offering us some further feedback about the Hatherleigh practice. We treat all the comments about our patients’ experience very seriously, and as ways to improve services. All comments are seen by the Management Team. We are sorry that we have let you down and that you feel that the Hatherleigh practice no longer offers a good service to its patients. The decision to stop offering phlebotomy services for bloods requested at a hospital was made very reluctantly by GP practices across Devon, including our own. As the Hospital services run on different systems to ours we were not able to send letters or texts individually to those patients who regularly have bloods requested by Hospitals. We apologise for the upset this has caused you. We communicated the information initially in our February and March newsletters (available at all practices during that month), through leaflets, on our TV presentations, via posters in reception areas, and finally on Facebook, as we realise this also reaches a lot of people and could be shared. The Royal Devon University Hospitals Trust have now arranged community phlebotomy hubs for these bloods to be taken closer to home, as you say, at Bideford, Torrington and Holsworthy Hospital. Our Hatherleigh patients are as important to us as all those at other practices. We are sorry you do not feel this is so and sad to read that you feel the service has got worse. That's not something we want for any of our patients. We have increased clinical and non-clinical provision over the last 18 months to fill some gaps caused by staff leavers and have added 4 new team members. On occasion we do experience staff shortages, however, usually caused by unplanned illness, but would always attempt to offer an alternative clinician when this happens, which may mean travelling to another site. We realise this may not always be easy or appropriate and can only apologise if this has affected you. Our managers are aware of the impact this has and are always looking at ways to improve things for our patients. As we operate a family practice approach to appointments, your registered GP is not necessarily the GP you have to see. This allows greater flexibility for patients and means you can speak to or see any GP at your practice. On-going treatment information (for hospitals for example) will always go back to the GP who requested them, and our Clinical Admin Team work hard at ensuring all results and test information goes to the originating clinician for continuity of care. We hope you will feel able to contact our Management Team using 0409 253692, should you wish to address the details of your experience more fully. We are always happy to hear from patients individually if they feel it would be beneficial. Thank you again for your comments which are valued and appreciated.
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Review titled Failing service
Rated 2 stars out of 5
by Anonymous - Posted on 31 March 2025
The withdrawal of hospital requested blood tests is appalling, and extremely distressing, and the way in which the news was delivered. Many patients in Hatherleigh are not on Facebook, and yet this is the method by which you chose to inform us of the change in practice. I'm not acceptable. Has the practice changed it's contract with the NHS to reflect this change? I don't recall seeing or hearing about it if this is the case. In a town that has recently expanded quite considerably with a large new estate, I would have thought that the income for the surgery had increased to match this, but instead services have been reduced. In 2023 you promised us a GP 5 days a week, but we only have cover for 2. And a nurse/HCA just once a week. It's not good enough. Do we not deserve doctors and reasonable health care? You also fail to understand how difficult it is for many of to get to Holsworthy, your preferred place of treatment. There is No Direct Bus Service to Holsworthy! Not everyone drives, or has a partner who can take time off work willy-nilly to takes us to wherever you want us to go. You treat us very much like an afterthought, an unwanted burden. Even trying to make an appointment for a COVID booster via your text message link was impossible. I could get a slot for Holsworthy, but not Hatherleigh. I ended up phoning, and magically you had appointments! You have a lovely surgery in Hatherleigh, and like Okehampton hospital, it isn't used to its potential. We want to use it for more than just a pharmacy. Another thing I don't understand is why patients at the Stratton surgery are unaffected by the change in policy regarding hospital requested blood tests. Is it because Cornwall gets more funding? Finally, I challenge any staff member in Holsworthy to spend a week in Hatherleigh, without access to a car, and get to Barnstaple, Exeter or Holsworthy in time for a 10.00am blood test on any given day of the week. See how long it takes, and how much it costs financially. You wouldn't put up with it for long, I can assure you.
Visited February 2025
Review titled Hatherleigh Medical Centre
Replied on 02 April 2025
Thank you for taking the time to share your experience. We are really sad to hear that you think the healthcare services at Hatherleigh Medical Centre are well below the standard patients should expect from a local GP service. The decision to stop offering phlebotomy services for bloods requested at a hospital was made very reluctantly by many GP practices across North Devon, including our own. As Hospital services run on different systems to ours, we were not able to send letters or texts individually to patients who regularly have hospital bloods. We apologise for the upset this has caused you and others. We communicated the information initially in our February and March newsletters, through leaflets, on our TV presentations, via posters in reception areas, and finally on Facebook, as we realise this also reaches a lot of people and could be shared. The Royal Devon University Hospitals (RDUH) Community Phlebotomy team have now arranged clinics for these bloods to be taken at Bideford, Torrington and Holsworthy Hospitals from 1st April. Patients who need hospital bloods will be contacted by the RDUH teams. We apologise if you feel services have been reduced since 2023. In the last 18 months the team has increased by 4 at Hatherleigh, with 4 GPs also having responsibility for clinics at Hatherleigh. There is a GP allocated to Hatherleigh every week day, although occasionally staff absence due to illness may occur. We try to communicate this to patients as soon as we are able. Occasionally we may have to offer a clinician at Holsworthy when there isn't an appropriate member of team at Hatherleigh, but would only try to do that when other options are not available. Practice Nurse provision is available on Tuesdays, Thursdays and Fridays, with a Phlebotomist/Healthcare Assistant available all-day Tuesday and Thursday and on Friday mornings. We are sorry that the booking link for Covid boosters didn't work for you and are glad that we were able to help you book in by phone. We are working hard to improve connectivity across our sites. Our Partners have agreed to put in enhanced broadband at the Hatherleigh practice to meet some of the problems being faced by rural connectivity. We hope this will improve things in future. The allocation of funding resources by Integrated Care Boards, and within different counties, is not something we have any influence over. Devon and Cornwall work independently from each other and they allocate and reimburse services independently, which is why hospital bloods are still able to be offered at Stratton Medical Centre, and not at Holsworthy and Hatherleigh. We hope you will see improvements in the coming weeks and that you will continue to feedback to the team any concerns you continue to have. Please feel encouraged to talk to our Management Team at any point if you wish to talk through any of the issues mentioned in more detail. Please call 01409 253692 to speak to one of the team.
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Review titled A GP Surgery with no care toward patients
by Anonymous - Posted on 30 April 2024
I have been with this Dr Surgery for a few years. In that time they have caused a great deal of distress. I was referred for an ADHD and Autism test that was refused by another company because of my weight. I was advised by the other company that the Dr was aware of why they had refused it. I had to really fight for an answer. The GP actually laughed at me on the phone and asked how she would know that. When I let her know that I was informed she was aware of the reasoning, via an email sent directly to her. When I said this she happened to find the email and told me it was because I was too underweight. I had a BMI of 17. This was known for months. I asked for support, they wouldn't give it to me. No dietician has been in place. I was forced to go private for my diagnosis to try and receive some help. The same Dr also referred me to talk works for support. Talk works told them they wouldn't seem me as my mental health problems were too severe. It was only when I received a phone call from a mental health Practioner telling me I should be referring myself to talk works if I haven't heard. I did that. They told me they had already informed the GP two weeks ago they can't see me. There was no alternative help, I went to the GP centre after continuously being cut off via telephone. The receptionist didn't know what was going on. They have taken my inhalers of a repeat prescription? It's a life long condition? Left me struggling with my mental health, with no advise or help in finding support. They ignored my ask for help with my weight. I was forced to leave this Drs. Im actually moving home. Just to get some support from the NHS. I have never had to fight so hard for help. My GP even put me on the wrong dose of medicine and then tried to tell me over the phone she didn't.. The tablets were prescribed at 45mg. She made the error. The blame was on me. I was just told to reduce it. It was infact causing the opposite effet to what was needed. I'm shocked, appalled and left to try and find support from some one else. It's devastating, when you become brave enough to try and get help for mental health, and the GP just doesn't do anything. The whole system is wrong. Mental health support isn't available. I should of been supported months ago. For some one who has experinced physcosis there isn't even a physicitrist to support me.
Visited January 2024
Review titled Hatherleigh Medical Centre
Replied on 02 May 2024
Dear Patient, Thank you for bringing this to our attention. We are very saddened to hear about your experience at the practice, which has fallen far short of the service we always try to give to our patients and has caused you such distress. We are sincerely sorry for this and how we have let you down. We aim to treat all our patients with understanding, compassion and respect, and apologise wholeheartedly that, from the details you mention, this has not happened. We would really like the opportunity to discuss these concerns more fully, so we can find out specifically what has gone wrong, follow up with staff and make changes. Our experienced Mental Health Practitioner Team is available to patients at all our practices, with team members aiming to support in a variety of ways, appropriate to the presenting condition, which may mean referring to other allied services, like Talkworks. It is really important that we get this right. If you feel able to contact us again, to enable us to look at your experience in detail, please call 01409 253692 and ask to speak to the Practice Manager or one of the Management Team, if the Practice Manager is unavailable. Your comments have been passed to the Management Team today.
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Review titled Should be closed down
Rated 1 star out of 5
by Anonymous - Posted on 23 November 2023
This place has an answerphone telling you that the lines are too busy and drops the call. You physically have to go into the surgery in person to talk to a person. It's appauling service.
Visited October 2023
Review titled Hatherleigh Medical Centre
Replied on 06 December 2023
Thank you for bringing this matter to our attention and we're really sorry to hear of your experience when trying to contact the practice. We are aware that the telephone system has been causing a lot of frustration recently and we have been working hard to resolve this. Caller numbers have increased hugely over the last 3 years and we needed a new telephone system installing to cope with the increased volume of calls. We are delighted to say that our new telephone system from X-on, called Surgery Connect, will be going 'live' on 30th November 2023 which, we hope, will resolve the issues you are highlighting. No calls will be dropped with this system, or lines become too busy. A callback facility will be available to patients who are in a caller queue. We have outlined this on our website New Bog and in our December patient newsletter so patients are aware. Our patients should expect excellence in healthcare, and easy ways to contact us when needed. We apologise for letting you down in this. We hope when you contact the practice again, your experience will be much better. Our patient feedback is very important to us, so please feel free to let us know how we do in future. (Later response to this post due to technical difficulties at NHS Service Desk)
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Review titled Unfriendly
Rated 2 stars out of 5
by Anonymous - Posted on 25 May 2023
The main receptionist is very unfriendly, intimidating and does not smile. This feedback is based on multiple visits over several weeks. Might be helpful to implement some customer service training.
Visited May 2023
Review titled Hatherleigh Medical Centre
Replied on 25 May 2023
Thank you for taking the time to share these experiences with us. We are really unhappy and saddened that you have not found the Medical Centre at Hatherleigh to be a friendly and welcoming place and can only apologise for the treatment you have received. We will pass the comments on to the management team there and ensure that any lack of patient care is addressed. We take such comments very seriously, wanting our patients to receive the highest quality healthcare and best patient experience from the moment they enter the practice. We have clearly fallen short here. By sharing your experience, you have allowed us the chance improve things. Thank you.