Downlands Medical Centre

I was in the midst of a scary and rather uncertain heath situation. The receptionist was so rude, cold and dismissive. I called repeatedly for advice, treatment and appointments to be made to feel as if I wasn’t worth the time. Also, the ruder than you can imagine receptionist was backed by the office manager. They both insinuated that I was lying about my persistent effort to get help, rather than admit they were at fault. I felt completely failed and powerless in a really scary situation. I will be changing to another surgery.

Saw a Dr. on one occasion and they were really lovely. Keep getting prescription wrong, no answer to email and apparently engage consultant doesn't deal with prescriptions. Receptionist then told family member with learning difficulties that they can ring 111 to get medication, when the person cannot even make a phone call on their own! Have given up trying to get through on the phone; was told to ring for an appointment but there is no point as you can’t get through and if you do, there are no appointments left

After dropping off a “sample” I asked the receptionist when would I hear. I was told the nurse would check it and then possibly send to the lab at the hospital. Nothing heard for 3 days. I happened to look at my details on the NHS app, to find antibiotics were prescribed the day the sample was left. If I were not it literate, how would I ever know. I feel this is really bad as I deliberately did not call the surgery as I know they are busy. Obviously I need antibiotics, so how long would I wait. If I were elderly, I’d never know and be in pain.

Not sure what's happened to this surgery. It's now absolutely impossible to contact via the phone. My Mum rang last week and was on hold for over an hour. She gave up in the end. This gets charged at premium rate on her phone bill. Goodness knows how much that call last week will have cost her? She had a query in regards her repeat prescription. I thought I'd help and ask a question on her behalf via Engage consult, only to be told they don't deal with prescription requests that way. I also tried to ring the surgery, only to hear on the recorded message that they don't deal with prescription requests over the phone either. Not sure what patients are supposed to do then? I also emailed the surgery, but have had zero response. Absolutely appalling. It appears that my Mum is now going to run out of vital medication on Christmas Day because of the lack of communication. If Downlands have been taken over by Victoria medical centre, then patients should have been told.

not getting any follow up from the consultants letters that are sent to them requesting blood tests, medication, appointments etc etc. We always have to chase them up.

Reception staff are rude and not helpful.

I have significant difficulty in dealing with / discussing all things medical. The Nurses and Doctors at the practice have been very understanding and helpful at all times in the c. 40 years that I have been a patient. Gold stars!

Helpful GP’s

Two of the doctors I have seen at this Practice have been extremely rude and one unprofessional. One didn't even look at me when I saw him twice, he was typing and looking at his PC throughout, rather than consulting with me. He also said I wouldn't have been able to get out of bed if I had the flu in a condescending and unnecessary way - and I had to inform him that I hadn't been out of bed for 4 days before I managed to see him.

The other told me off and asked me why I was there and implied I was wasting his time - because he had not even read my notes and therefore didn't read about the lengthy and drawn-out process I had to go through because of the delays instigated by this Practice. I was very upset by his treatment. My partner gets treated respectfully by these same GPs, and I wonder why.

It is impossible to get a pre-booked appointment and they don't seem to offer evening or later appointments although on their website they say they do. Altogether an unacceptable experience that has made me anxious and nervous to see doctors at this Practice.

Doctors were good but the receptionists and office staff were exceedingly rude and unhelpful on more than one occassion