Whitewater Health
The Surgery, 1 Chapter Terrace, Hartley Wintney, Hook, Hampshire, RG27 8QJContact details and opening times
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Reviews
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Review titled Appalling Attitude From Receptionist
Rated 1 star out of 5
by Anonymous - Posted on 10 April 2025
First of all, I wanted to email the practice about this privately but there is no contact information anywhere online and I don't want to phone the surgery after my experience with one of your receptionists. I was 4 hours away from home for a few days as I'm in the process of relocating. I had to call 111 for a health concern, who told me I needed to be seen within 6 hours by a GP. They told me to phone the local surgery (who I used to be registered with until a few months ago) and explain i’d been referred by 111 and need to register as a temporary patient. First of all the surgery was shut for lunch so I had to wait an hour. Then even though I was number 3 in the queue I waited 40 minutes for the phone to be answered. I was met immediately by a rude and defensive sounding receptionist who needs extra training on how to deal with people who are unwell… They barely let me get a word in edgeways and just kept saying no we can't help you if you aren't registered here. Full stop. No advice, no concern, no further questions. Just rude, cold and incompetent. No offer about registering me as a temporary patient. I had a possible blood clot in my leg that needed checking so I was obviously concerned and anxious. I did snap at her and referred to the situation as an ‘*expletive*joke’ which is completely out of character for me, but I was in tears after speaking to this receptionist. To be told you need urgent care by 111 and then to be refused that care was scary to be honest. I ended up having to phone my friend who is a consultant doctor for advice who told me to go to A&E or an urgent care centre. They also said that what your receptionist did is bang out of order and I should have been registered as a temporary patient. I'd like to add that all your doctors and nurses are wonderful and I've never had an issue on that side of things.
Visited April 2025
Whitewater Health has not yet replied.
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Review titled No follow up on care & cancer treatment
Rated 1 star out of 5
by John Goldsworthy - Posted on 13 January 2025
Told to collect perscription by Hospital from Chemist on Friday 10/01/2025. Not there. Checked Web site 13/01/2025 still no prescription issued. The practice is simply delinquent. No cancer care at all received from them. Hopeless. Have to do it all yourself. Chase, chase, chase. Got this email from the hospital today; cw (Royal Surrey nhs) 4:32 pm (3 hours ago) to me, Hi Hopefully you have your bicalutamide by now (be nice but no). I have copied in name removed who is our clinical support worker too if there are any questions from the GP. (Nothing from GP. No perscription, nothing. The practice ignores the hospitals correspondence. They lost the October 2024 letter. This week's?
Visited January 2025
Whitewater Health has not yet replied.
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Review titled Impossible booking system
Rated 1 star out of 5
by Virginia Clydesdale - Posted on 17 October 2024
I have tried again to get my daughter an urgent appointment after a visit to A&E on Monday and an issue that's remained but when I finally got through I was told there are no urgent appointments left for today so I ask to book for tomorrow however am told that in order to get an appointment for tomorrow I need to phone tomorrow at 8am. I explained the issue is that when I phone at 8 on the dot, the telephone lines are busy and you just receive a message to say call back later, however when you do, the appointments are gone. It is Russian roulette if you get through. I was just advised by the receptionist that there are alot of people trying to phone in and I could phone NHS 111 instead. They changed their booking system around covid as previously you were held in a queue and whilst it wasn't ideal, you still could get an appointment. Now, unless you are just very lucky you have no chance. I was at this practice for 13 years but moved myself recently to another practice as I was trying for 6 weeks to get an appointment (for something I am now receiving hospital treatment for) and my partner said .... its like you have no doctor! This has been reinforced today by the receptionist advising me to phone 111. I will be moving my 2 daughters today to my new doctors and hope I can get an appointment today otherwise we will be back at A&E for a 4 hour wait again. Its such a shame as the doctors and nurses are great if you actually can manage to see one. If looking for a doctor I would avoid Whitewater Health unless they change their appointment system. I tried to book on-line but the on-line booking for urgent appointments just directs you to phone the receptionist which is therefore useless. I cannot imagine I am the only patient that finds this system unworkable.
Visited October 2024
Whitewater Health has not yet replied.
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Review titled Very poor service
by Mareike Judd - Posted on 02 April 2024
Third day of contact to rectify incorrect script unable to speak to GP or pharmacist without medication that is not supposed to be stopped suddenly as side effects start to occur. Receptionist not saying who’s accountable for not reviewing messages to correct script to allow me the correct amount of medication, suffering physically as well as mentally now as it remains unresolved.
Visited April 2024
Review titled Whitewater Health
Replied on 03 April 2024
Hello - as we stated to you yesterday, we are investigating this matter. The situation needs context as the matter is a clinical one and a solution has been found for you - such things can take a little time to solve safely and within protocols. The practice widely advertises to allow enough time for repeat prescription requests and states that we cannot process prescriptions urgently on demand. Whitewater Health
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Review titled Rude , condescending and unhelp receptionist at my GP
Rated 1 star out of 5
by Anonymous - Posted on 16 April 2024
I wanted to ask for medicine for arthritis and pain, at Hook surgery, but the lady at the reception prevented me from seeing a doctor. I had to repeat my name at least 10 times because she claimed it was the wrong line and she didn't understand, while I gave it to her very clearly and I heard her perfectly. After that she impatiently and rudely asked for proof that I really had such pain, and said that I could only make an appointment with a doctor by presenting the hospital letter, while I called my district doctor on the recommendation of the rheumatologist, because my Gp doctor must provide the medicine for my illness.
Visited April 2024
Review titled Whitewater Health
Replied on 16 April 2024
Thank you for your comments. As you have remained anonymous we cannot respond to you directly. Your telephone call to the practice has been located - it was not a clear line and the receptionist apologised for not being able to hear you. You were advised regarding your requests and signposted accordingly. We are sorry if this didn't meet your expectations. If you would like to contact the practice directly for a further explanation please do so and ask to speak to a member of the management team. Whitewater Health
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Review titled Do not have patient Wellbeing high on agenda
Rated 1 star out of 5
by Mareike Judd - Posted on 29 March 2024
Wrong script resulting in running out of medication, when notified this would happen not rectified so was left without essential pain medication that is not supposed to be stopped suddenly.
Visited March 2024
Review titled Whitewater Health
Replied on 02 April 2024
Thank you for your feedback. We are sorry to hear this. We do offer patients to request medication in plenty of time to avoid running out should any complications or errors occur in the dispensing process. Please do contact the practice directly so that we can have the opportunity to investigate and correct any errors that may be identified. Whitewater Health
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Review titled Unrivalled after hours service
Rated 5 stars out of 5
by Val t - Posted on 25 December 2023
Directed to this surgery after 111 contact, GP call back, given after hours appointment. Dr seen gave the most comprehensive, complete and in depth examination I have had. Explained diagnosis in great detail, gave suggestions for on going care to help eliminate future problems. A pleasure not to feel rushed, felt cared for and importantly listened to. This may not sound like much but when you take in that it was late, in a Sunday, that was actually Xmas eve, to be able to access such sterling service, I'm truly greatful. Bearing in mind the timing of my appointment, everyone I had dealings with at the surgery that evening were polite, pleasant and helpful. My sincere thanks for being there when I needed help, keep up the good work, regards val t
Visited December 2023
Review titled Whitewater Health
Replied on 02 April 2024
Thank you very much for your kind comments. These have been forwarded to our team. Whitewater Health.
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Review titled Excellent Doctor
Rated 5 stars out of 5
by Carolyn Kirkham - Posted on 02 August 2023
I was very impressed with the doctor I saw today. They were very helpful and thorough in their explanation as to the course of action. I have not come across this doctor before and would be very happy to be treated by them in the future.
Visited August 2023
Review titled Whitewater Health
Replied on 11 December 2023
Thank you very much for your kind message. We will forward this to our medical team. Whitewater Health.
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Review titled 28 weeks pregnant and no appointments
Rated 1 star out of 5
by Anonymous - Posted on 18 July 2023
This doctors surgery is a joke. Even when you are deemed to be at risk, they wont see you. 'Call 111'. Doctors should have appointments for people at high risk held back. They couldn't hold a party in a pub this surgery! Its mistake after mistake, poor management (management needs to be fired and re-hired) Poor processes, massively overwhelmed yet take on more patients. This surgery is an embarrassment to the NHS.
Visited July 2023
Whitewater Health has not yet replied.
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Review titled Superb timely response and clear advice
Rated 5 stars out of 5
by S J Mohammed - Posted on 27 June 2023
I contacted the surgery on Monday morning via e consult and was so impressed to have been called back by an experienced GP within the hour and had my issue dealt with promptly and efficiently. I know how busy Mondays are and I think the surgery should be recognised for providing us excellent service at a time of excessive strain on the NHS. Thank you to everyone at Whitewater Health who made this happen.
Visited June 2023
Review titled Whitewater Health
Replied on 28 June 2023
Thank you so much for your kind review which I will share with my team. We at WWH work really hard to offer the best possible service and such feedback is very welcome. Thank you. Whitewater Health Management Team