High Glades Medical Centre
9A Upper Church Road, St. Leonards-on-Sea, TN37 7ATContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Been trying to reach them for 2 days
Rated 1 star out of 5
by Kofoworola George-Taylor - Posted on 18 September 2024
Been trying to reach them for 2 days they say call at 8:30 and calls are recorded for waiting times but it automatically disconnects you and does not ring so how is the waiting time recorded accurate? Not able to reach anyone, recorded my call as it kept getting disconnected as proof. Really disappointed.
Visited September 2024
Review titled High Glades Medical Centre
Replied on 18 September 2024
Dear Ms George-Taylor Thank you for taking the time to leave a review. I am really sorry to hear that you have been having issues trying to get through to the surgery. When we have more than 50 patients waiting in the queue, the system is set-up to disconnect the call so that patients don't waste any further time in the queue. I appreciate that this is very frustrating, which is why we ask patients who are able, to use all our on-line services to contact the practice. Currently we are experiencing a very high volume of calls, which is why it is taking the reception staff longer to answer the calls. Once again, I can only apologise that you were unable to get through on the phone. If you would like to discuss the above further, please do not hesitate to contact me at the surgery. Best wishes Alison Stacey for and on behalf of Sydenham House Medical Group
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Review titled Not really a deaf friendly service when booking
Rated 3 stars out of 5
by Traci Eames - Posted on 17 September 2024
Whilst the GPs are brilliant, I still experience a problem every time - I'm deaf, so calling isnt possible, so I always emailed, and a note in system to state that but no one seem to read that all times. So frustrating having to repeat this every time. This practice need to keep those are deaf/hard of hearing in mind when suggesting them to call the centre.
Visited September 2024
Review titled High Glades Medical Centre
Replied on 18 September 2024
Hello Traci Thank you for taking the time to write a review. I am sorry to read that you had an issue when trying to contact the surgery. I have looked on your records, and can confirm that there is a note on your records confirming that you are allowed to request an appointment/query via email. On this particular day, I believe it was a genuine mistake by a new member of the team. This has now been addressed as a training issue. Again, I can only apologise, but it you wish to discuss further please email the surgery for my attention. Best wishes Alison Stacey For and on behalf of Sydenham House Medical Centre
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Review titled Let down
Rated 1 star out of 5
by Tess Gale - Posted on 13 February 2024
I feel continually belittled and let down by this GP surgery. I understand that all staff are probably very stressed and understaffed. However, there is a basic level of care that must be delivered and a basic level of communication that I think it is fair to expect. I can't get an appointment for an issue I have been told by two GPs at the practice I need an appointment for. I am going around the houses, speaking to various members of admin, who say they'll speak to the Dr and call back, or sending in online consults and then being told a doctor will call me. Today they didn't even bother getting in touch. Unsurprisingly, they've removed the complaints form from the website 'temporarily'.
Visited February 2024
Review titled High Glades Medical Centre
Replied on 22 February 2024
Dear Mrs Gale Thank you for taking the time to leave us your comments. I am very sorry to hear that you feel the service that you have received from us is poor. Following our conversation earlier today I will take back your suggestions to the clinicians. I am glad to hear that you have now been seen by a GP and that you have no other concerns. If you would like to discuss this further, please don't hesitate to contact me at the surgery. Best wishes Alison Stacey, Service Delivery Manager for and on behalf of Sydenham House Medical Group
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Review titled Fantastic service
Rated 5 stars out of 5
by Rob Yardy - Posted on 06 March 2023
I had reason to contact high glades medical surgery this morning. From my initial contact with surgery I was phoned by the triage nurse practitioner who quickly assessed my issue and felt I needed a face to face consultation. The nurse asked if I could attend within a short time period as she could see me before her next appointment. I attended and was seen straight away and given a prescription to collect. I had my prescription within two hours from my initial phone call. This level of service was fantastic and shows how this surgery go above and beyond for their patients. From the reception team to the nurse I saw were excellent and have a real can do attitude towards there roles!! Brilliant service all round
Visited March 2023
Review titled High Glades Medical Centre
Replied on 07 March 2023
Dear Mr Yardy Thank you so much for taking the time to leave us such a lovely comment. I will be sure to share it will all the team. We are so pleased that we were able to offer you such a quick response. As you mentioned the team always try and go above and beyond for their patients, so we really appreciate you recognising this. Warmest wishes Alison Stacey Service Delivery Manager
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Review titled Useless service
Rated 1 star out of 5
by Alison caraska - Posted on 31 March 2023
Disgusting service wait in all day for a call not even from a dr from a physiotherapist didn’t receive the call so when I called the next day the receptionist more or less called me a liar coz the appointment was face to face I didn’t even have a time for that so called appointment so what does the receptionist do books another call for phone appointment not face to face I suggest you listen to your recorded calls as there was no face to face appointment made by your very rude receptionist & I’m not a liar
Visited March 2023
Review titled High Glades Medical Centre
Replied on 05 April 2023
Dear Miss Caraska I am so sorry to hear that you are not happy with the service that we have provided on this occasion. As your comments are complex and need investigation, I believe that this is not the correct platform to try and resolve the issues that you have raised. I am more than happy for you to contact me at the surgery so that we can discuss further. Once again I am sorry that you feel we have let you down. Best wishes Alison Stacey, Service Delivery Manager for and on behalf of Sydenham House Medical Group
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Review titled Not a very good system
Rated 2 stars out of 5
by Robert Collins - Posted on 16 March 2023
I needed an appointment call with the Dr today to discuss recent blood and other tests so started a phone call at 08.30am was in a qué for over an hour before I had to try later which I did do and only qued for 20 mins but all appointments were gone. Clearly the system isn't working and why cant I book a call online for these sort of things. Maybe have options for people when there calling like option 1 for appointments option 2 for results etc to sort out waiting times. Being on the phone for sometimes an hour or more is crazy. The staff are generally sorry and the lady I spoke with today seemed to want to help but she couldn't.
Visited March 2023
Review titled High Glades Medical Centre
Replied on 31 March 2023
Dear Mr Collins I am so sorry that you were unable to make an appointment with a GP to discuss your recent test results. We are aware that when we are requesting that a patient is to make an appointment with the GP, and they cannot, this is far from ideal. This is something that will be brought up at our next Business Meeting. Unfortunately, due to the very high demand for appointments this is not something that we can offer on line. However, we are currently having our website upgraded to a new digital platform, so perhaps we will be able to offer an alternative solution. If you wish to discuss anything further, please do not hesitate to contact me at the surgery. Once again, I apologise for any inconvenience that this has caused you. Warmest Wishes Alison Stacey, Service Delivery Manager on behalf of Sydenham House Medical Group