Buxted Medical Centre

I have had several tests/procedures taken over the past 2-3 years. There is rarely any follow up from the surgery. I have to chase up results (OK I have access to my NHS record, but the results of blood testst etc, do not mean anything to the average person). Twice I have been told "Oh, that was overlooked when the result was received" and both needed follow up referrals or treatment. It is just as well I am on the ball for a mid 70 year old.

I've been registered with Buxted Medical Centre for many years. It is a very good GP medical centre. All the staff I've met have been polite, helpful and very professional. The medical staff, especially the excellent doctors are obviously having to work extremely hard and long hours, to cope with the number of patients registered with the practice who need help. But it is very difficult to book a consultation (even over the phone) with anyone, let alone a GP. Patients are asked to use the online form to request an appointment as the phone lines are too busy, especially in the morning, and the number of calls overwhelms the ability of the staff to answer them quickly. Unfortunately, in my experience, the online form system has to be closed down not long after opening at 8am as there are seemingly too many requests for medical help for the staff to cope with. If you are able to get through to reception by phone after about 8.30am there will probably be no appointments left, either in person or by phone. All they can do is suggest ringing 111. I have a lot of sympathy for the practice as this situation is obviously not their fault but the result of "factors" outside their control. I do wonder what the solution is, because this problem (too many patients for the number of staff available), which is clearly part of wider problems within the NHS and its funding and governance, is not really sustainable for the ever increasing number of patients who need medical help.

1. Having had a CT brain scan the feedback stated that I needed to see a neurologist. This was not picked up by the surgery (admitted) - I had to chase it up with them, to refer me.
2. Again I had to chase up the results of an Xray 5 months later, to find the results. The receptionist again admitted that it had been overlooked and made me an appointment for a telephone appointment.
I am with Manor Oak Surgery but everything seems to come via Buxted surgery.

When wanting more information about a new release of drugs the receptionist knew nothing about it and just said to phone at 8am. On doing this I’m given an appointment but at a practice half an hours drive away and not my local practice.
This has happened on several occasions recently. The pushing of only one practice when they have three practices isn’t good if you are registered at one of the smaller practices.

Despite calling me after first registering with the surgery and reading my included letter regarding my deteriorating mental health issues. They told me to make an appointment. When I got there they had no recollection of the call and made it crystal clear that they had 4000 other patients and didn't buy into building a trusted relationship with patients, spending most of the time scrolling up and down their pc screen. It was all about " the team". Wouldn't even take my BP ... despite me sitting right next to the machine. I would try another GP, but haven't a clue, who' s where and when in their 3 surgeries, yet alone the surgery times. No information on their website. Moving to them was a big mistake ... and I thought Heathfield Surgery was bad. !!

It is difficult to get an appt and if you have blood tests or other test it takes 3-4 weeks before you can get results. If you use the app. you can often see a problem that needs a follow up but you will, not hear for 3-4 weeks. The surgery then call you to tell you that you need a follow up with a GP, but will not give you an appointment then, you have to call back the next morning and add yourself to a long queue. How daft is that when they could have given you an appt. the day before? The GP then calls, and asks you why he is calling. He has not read your notes!!

Typically it takes 45 minutes to an hour to get through by phone, by which time all appointments have gone, even if you call bang on 8am. You can go on the emergency list but it’s pot luck as to whether you’ll actually get a call back. Receptionist attitudes vary. Doctors are usually good, but don’t always explain things fully or follow up.

I have been a patient for a long time and although I have not been to the doctors in over 4 years, I recently had covid and due to my breathing conditions it hit me bad to the point I needed urgent medication. I called and got interrogated by the receptionist . I explained it was urgent and why, to be told at the end of the call "NO ONE CAN HELP YOU TODAY". Although I understand they are extremely busy (after holding on the line for over 35 minutes) when someone needs urgent medication to help them breathe this is appalling behaviour from someone who is not qualified to determine who gets to speak to a doctor and who doesn't! I called the following day and after explaining again the receptionist got the doctor to call me back, who was very lovely and agreed I needed 4 lots of medication. I don't usually leave feedback but I was so upset that the receptionist is the one who decides who gets attention and who doesn't - someone could die!!

Waited 25 minutes on phone to the covid appointment line to be eventually put through reception, told to try again. This afternoon tried to ring the reception to be informed that if is an emergency to dial 999 and then cut me off. Dreadful

Changed my pharmacy to East Hoathly. Much better.
Found one helpful doctor at Buxted when needing referral. After that a total fiasco. Very unpleasant experience. Finally saw private Consultant.