"They don't seem to care!"

Registered as a patient at Hathaway in early 2024. Have only seen the doctor there twice since - two different doctors for two different reasons. First time, the doctor seemed like they simply couldn't be bothered and sent me on my way without diagnosis, resolution or treatment. The second doctor (a physio I consulted for knee pain) asked me questions about my symptoms from a script on their computer screen, then read out their diagnosis and assessment from it too. They also hurt me when they did their brief examination of my knee at the end and it left me in more discomfort than when I went in. They came across as very inexperienced. Neither of the doctors made me feel like they really cared. 

But the worst of all about this practice is their triage booking system that you have to use to get an appointment. Using it is enough to stress anyone out! For my first two appointments at least I got a call back the first time and a text the second time with an appointment time after I'd submitted my online appointment request form, but now it seems everything has to be done electronically and in my experience the system simply does not work! Almost 4 weeks ago I tried to get an appointment for an old issue that's been making me feel very ill in the last few months. I couldn't even get past the first stage of navigating and submitting my appointment request so I eventually called and they texted me a link with an access code.

After submitting my request, I got a text a week later saying the GP would like me to book an appointment and it included another link which offered 6 options with sessions dated up to 4 months ahead. Every single one I pressed kept telling me that there are no sessions to meet the search criteria. Try changing your search option. I continued daily for the next 3.5 weeks when I could find a gap in my busy job to try and find an available session, to no avail.

Eventually, I called and spoke to a member of staff who told me I should only try and book my session after 09h00 when times become available. When I told them I had tried multiple times every day before, at, and after 09h00, they eventually said they would log on at 09h00 to try and find me an appointment and send it via text. I've not heard a word.

I am about to register with another practice in my area, but only after I've done my due diligence and looked at online reviews. I don't think any practice can be worse than Hathaway so hopefully I'll find one that actually cares about people.

Just one thing to mention. In my experience of dealing with the members of staff on reception at Hathaway since I joined - both on the phone and at the practice -  some have been very friendly, helpful and caring, while others have been the opposite. Guess it depends on who you get on the day and whether they're in the mood for dealing with patients that day.