Highcroft Surgery
High Street, Arnold, Nottingham, Nottinghamshire, NG5 7BQContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Staff are incredibly rude
Rated 1 star out of 5
by Anonymous - Posted on 18 December 2024
I have been calling the gp for the last 3 weeks at the recommended time 8am but I can never get through because I’m always positing 20 or over. I have been in excruciating pain for a month now with my abdomen,pelvis and back when I eventually got through they gave me a Physio appointment even though I had asked for a Gp it’s only when I turned up on the day they told me it was a physio appointment which only made me so much worse due to the exercises and stretches the physician made me do. I again explained to him what my problem was and he told me I need to book an appointment with the receptionist. The receptionist was extremely rude and basically told me I need to go to urgent care because they can’t help me I tried to explain to her that the physician told me to book the appointment and she said I wasn’t listening to her and put the phone down. This isn’t the first time they have put the phone down while I am trying to explain what the issue actually is. Even trained monkeys can do a better job
Visited December 2024
Review titled Highcroft Surgery
Replied on 18 December 2024
Dear Patient, Thank you for providing your feedback. I would very much like the opportunity of discussing this further with you. I would like to apologise for the negative experience you have encountered with the surgery and would like to look into this matter further. Please could you email me at lorraine.smith40@nhs.net. I look forward to hearing from you so we can discuss this in more detail. Kind regards Lorraine Smith Operations Manager
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Review titled un qualified doctor
Rated 1 star out of 5
by Chirag patel - Posted on 16 December 2024
i took my 10 days old baby there after calling 111 as he was breathing very fast and doctor checked him but they didn't have oxygen monitor for babies apparently so without checking his oxygen level she said he looks fine she said that normal for baby to breathe fast at such age so we went home and next day when health visitor come to see him she straight away told us to take him to a&e asps as he might have bronchiolitis so we took him and they checked on him and concluded that he has bronchiolitis rsv virus and its his 4th day in icu in hospital i really thankful of health visitor that she picked his virus up by just looking his breathing really awful they need some educated and qualified doctors at surgery
Visited December 2024
Review titled Highcroft Surgery
Replied on 17 December 2024
Dear Mr Patel, Thank you for your feedback. My name is Lorraine Smith, Operations Manager at Highcroft Surgery, I have tried to call you however appreciate you may not be able to answer my call. I am so sorry to hear of your unwell son. I have requested that a GP partner calls you today to discuss your feedback and for them to look into this matter for you. I will try to call you again. Take care, Kind regards Lorraine Smith
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Review titled Worryingly inadequate
Rated 1 star out of 5
by Charlotte Randle - Posted on 24 December 2024
Since having my son in September of this year, the care provided by the surgery can only be described as woeful and negligent. After being discharged from the community midwife team the admin staff booked in my son's inoculations instead of our 6-8 week check. This resulted in us attending a wasted appointment as my son at 6 weeks old was too young for his inoculations, and our postpartum check being delayed to 9 weeks, resulting to the delayed diagnosis of milk proteins allergy which could have been picked up much earlier had their not been mismanagement of our required appointments. After a follow up appointment with the doctor regarding my son's ongoing allergy reactions, we were prescribed 2 tubs of amino acid based formula. Given the advice that if all was well and my son responded positively to the new formula, we could request an additional prescription, requesting however many tubs required to see us through Christmas and New Year. However, the surgery have ignored my written request, and the latest prescription, instead submitted a prescription to the pharmacy for formula my son is allergic to. It's Christmas Eve, I have called requesting the prescription to be resent with the correct formula and have been told it will be rushed, no timescale given, no apology, no admission of failing to carry out a simple request. I have no idea how long I will have to feed my son the incorrect milk for due to the surgeries negligence and Christmas closures, but given my ongoing experience with the practices version of a "rush" I'd imagine I'm in for a rough few days of feeding my son formula we know he has allergic reactions to. Once we have confirmed all my son's allergies, my entire family will be changing practice because this apathy towards patient care and safety is jaw dropping.
Visited December 2024
Review titled Highcroft Surgery
Replied on 27 December 2024
Dear Charlotte, Thank you for your feedback. Thank you for taking the time to speak with me this morning and I look forward to meeting with you in surgery later this morning to discuss your feedback. Kind regards Lorraine Smith Operations Manager
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Review titled Can never get in
Rated 1 star out of 5
by Anonymous - Posted on 08 November 2024
Tried to get my 2 year old in as he has a bad cough told to go the the urgent care centre as they are fully booked.
Visited November 2024
Review titled Highcroft Surgery
Replied on 21 November 2024
Dear Parent to patient, Thank you for your feedback. I would like to discuss this further with you please, are you happy to email me directly at lorraine.smith40@nhs.net. I would like the opportunity to look into this matter and apologise for your negative experience with the surgery but would like the opportunity to look into this further. Kind regards Lorraine Smith Operations Manager
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Review titled Rude receptionist
Rated 1 star out of 5
by TSB - Posted on 28 October 2024
After being in the phone queue for 1 hr 2 minutes as the econsult wasn't working... Hello, can I have a doctors appointment please? No, we are fully booked for today call back tomorrow. I work full time. What shall I do? Go to the Treatment Centre. She then put the phone down on me! Now, it's not the fact that I couldn't get an appointment as I have been trying, due to work commitments, on and off for the past 8 months to get one, and failing. It was the fact that she put the phone down on me. I understand that previous callers may have been rude. But I was not! I needed to see a doctor because I am not well. I didn't call for fun. Would be interested to know, how does the Treatment Centre feel about this set up? Please train or Retrain your staff that we are people. Sometimes sick people who would really appreciate a little compassion and respect. I among others are a little tired of these self appointed 'Gatekeepers' who are possibly in the wrong job.
Visited October 2024
Review titled Highcroft Surgery
Replied on 29 October 2024
Dear patient, I am sorry to hear of the service you have received from our team at Highcroft Surgery. This is not what we would expect for any of our patients. I would like to investigate this matter and would appreciate you contacting me so I can go over some details before looking into this. My contact details are lorraine.smith40@nhs.net. I look forward to hearing from you. Kind regards Lorraine Smith Operations Manager
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Review titled Poor time management
Rated 3 stars out of 5
by Anonymous - Posted on 07 October 2024
Waited for an hour after appointment to be seen!!!! Feel like it just gets worse everytime we book appointments
Visited October 2024
Review titled Highcroft Surgery
Replied on 21 October 2024
Dear Patient, Thank you for taking the time to post your feedback. My name is Lorraine and I am the Operations Manager at the surgery. I would very much like to discuss your negative experience at the surgery in more detail to try to establish why you were kept waiting on the day of your appointment. If you are happy to discuss this matter further with me please call the surgery and ask to speak with myself or alternatively if you would like to discuss this face to face my only non working day is a Wednesday and my working hours are Mon-Tues 8-6.30pm Thurs -Fri 8 -1.30pm. Kind regards Lorraine
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Review titled Good Practice
Rated 4 stars out of 5
by S.Kerr - Posted on 10 September 2024
Thank you to the receptionist that answered the phone this morning to help me book an appointment with Doctor.The receptionist was polite, efficient and professional. The Doctor was so good to my mum thank you for such brilliant service today.
Visited September 2024
Review titled Highcroft Surgery
Replied on 10 September 2024
Dear S Kerr, Thank you for taking the time to post your very kind review. It is always nice to receive positive feedback regarding our team at Highcroft. I will share your feedback with all the staff. We are glad you and your mum were pleased with the service you received from making the call to the surgery through to the GP appointment itself. Once again, thank you for your kind comments. Regards Lorraine Smith Operations Manager
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Review titled Great service
Rated 5 stars out of 5
by Alicja - Posted on 04 October 2024
Extremely easy and fast response online service I was impressed and delighted. Pleasant friendly well mannered staff :)
Visited September 2024
Review titled Highcroft Surgery
Replied on 05 October 2024
Dear Alicja, Thank you for taking the time to post your much appreciated positive review. I will share your review with all of the Highcroft team. I am glad the online service worked well for you, and you received your response efficiently. Kind regards Lorraine Smith Operations Manager
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Review titled Live appointment in surgery
Rated 5 stars out of 5
by Maurice and Jenny Turner - Posted on 13 September 2024
Delighted with our appointment in person with the doctor Very personable Listened carefully to our concerns over my wife's health issues. Gave a clear response to the course of treatment ahead including that done during the consultation. Thank you.
Visited September 2024
Review titled Highcroft Surgery
Replied on 05 October 2024
Dear Maurice and Jenny, Many thanks for taking the time to post your positive review. It is lovely to hear that during the in person GP appointment you felt listened to, you felt the GP was personable and informative of the treatment during the consultation and also the of the treatment ahead. I will share your kind comments with the team at Highcroft, and would like to thank you again on behalf of the surgery. Kind regards Lorraine Smith Operations Manager
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Review titled Bad experience and wait time
Rated 2 stars out of 5
by Anonymous - Posted on 19 July 2024
I arrived to my practice early and signed in and it reached my appointment time yet my name was not called and i had been waiting at least nearly 45 minutes for my appointment when i was apprently “the next patient” i told the receptionist and she just kept saying i was next patient and the wait time was just awful absolutely awful and this isnt the first time its happened before when im apprently the next patient i understand other people need care but the doctor didnt have any patients at all and still didnt call my name when it had been nearly 45 minutes since my original appointment time
Visited July 2024
Review titled Highcroft Surgery
Replied on 22 July 2024
Dear Patient, Thank for your your feedback. I am sorry to hear of the negative experience you encountered when you attended the surgery recently. I would like to look into this further to establish the reasons behind the delay in your appointment. Would you be happy to contact myself at the surgery to discuss this matter in more detail? I appreciate you taking the time to post your feedback, and would like to feedback to the team once we have discussed this in more detail. If you are happy to discuss this further with me, please call the surgery 0115 8832330 or email the surgery directly on nnicb-nn.c84055@nhs.net I look forward to hearing from you. Kind regards Lorraine Smith Operations Manager