I've been a patient at this surgery for many years. I appreciate how challenging recent times have been for the NHS. Doctor Fenwy has always been a great GP for my family and is an assist to the surgery and the NHS. The way I was dealt with this morning by the Practice Manager was shocking! I went down to the surgery to try and make an emergency appointment. I tried to call previously at the time specified to get to see The Doctor and was unsuccessful. I was unaware that you could no longer go down to the surgery to make an appointment. Therefore I called the reception (from the same room) then got through and got told to hold the line by the receptionist, then for the line to get cut off! I stressed this to the reception and Practice Manager and once again despite being in the same room got told to phone back! I then got through to then initially be told their receptionist there no appointments. She then said there was a slot available thankfully. I was waiting outside the surgery before they opened. The Practice Manager even saw I was waiting after she had stepped out of her car and entered the surgery. At no point was it mentioned until I walked in they don't do walk in appointments. I understand they have a process to follow and also as a Manager the public can be tricky to deal with but at the same time had a little common sense / empathy be shown then what became a stressful situation could have been prevented. I don't want to go to the Doctors if I don't have to. I also don't want to go to A and E and add to their burden but when you're in pain you just want to be seen and get it sorted. Also, if you're someone that suffers from mental health issues that might need help there's also a better way to deal with people too. I want to add the receptionist I spoke to was friendly. I admit i was frustrated but wasn't rude or abusive to anyone. Even when I asked to take the name of Practice Manager she continued to be rude/smug when I was speaking to the lady that confirmed my appointment she came back to talk to me even when I stated that I didn't wish to. I will look forward to discussing the matter with Dr Fenwy when possible.

email I sent as complaint today: To Whom it May Concern, My name is XXX and I am a patient of The White House Surgery, Petts Wood, BR5. I am writing to you today in an attempt to portray the level or aggression and rudeness I was greeted with when booking an emergency appointment today (29th Nov 2018 @ 2:30pm). The individual in question is one of the receptionists, Jill. She does not possess the skills required to deal with people. Especially with people who are in pain, as I am. I hope that the calls are recorded and you take the time to assess how she dealt with me (I called from xxxxxxxxxxx), as I believe she was completely out of line and should be sacked from her position. I am a generally fit and healthy man. However, my worry is that she is likely to treat others, perhaps more vulnerable people than I, in the same fashion. I should not need to worry about aggression or such rudeness when attempting to book a doctors appointment. I should not be put off calling my doctor. However, this individual has done just that. The potential dangers should be quite obvious! It is appalling that such people are employed to deal with sick or elderly people. I insist that you write back to me within 7 days of these correspondents to inform me of the actions or steps you have taken to ensure that this person is dealt with accordingly.

Today, I wanted to make an appointment for my 9yo son who got a non-healing skin ulcer and needed a repeated course of antibiotics after the first round did not sort out the infection. The surgery opens at 8.30am, so I showed up at the door at 8.25 and started calling just before the phone lines were to open. I was put on hold at 8.29 and entered the surgery 8.30 sharp. The receptionist picked up the ringing phone (it was not me on that line) and allocated an appointment from the system. Then picked up another call and informed the caller that there are no more appointments for that day. Then, she turned to me and with a smile asked how she could help me (LOL). No explanation I could provide could change her position on the matter of appointments available. Her advice for me was to complete an online consultation form. Unfortunately, she was not able to tell me when the consultation would actually happen. She also failed to mention that actually, this practice isn’t accepting online requests. That summarises the service level provided by this surgery.

Four days ago my wife and I requested repeat prescriptions on Patient Access where we are promised a doctor's acceptance within 48 hours. This did not happen. After three days we started telephoning Reception and were told the doctor was very busy and had many prescriptions to review, authorise and send electronically to our listed pharmacy. The next day we checked online to see that the prescriptions had still not been authorised even though the receptionist said they were on his desk and that she would look into it and call us back. This did not happen. We went to the pharmacy to check if they had received the prescriptions; they had not. It is now the weekend and too late for any action, We are most disappointed and upset a) by the fact the doctor has apparently ignored our requests; b) failed to keep to their own standards and c) that the receptionist failed to communicate the situation to us as she said she would. We have now had to postpone our holiday until such time as the doctor finds the time to authorise our prescriptions.

I've never found a service provider so unhelpful/ incompetent. From prescriptions being lost or misread, to being contacted regarding other patients' test results. In my 20 years at the surgery trying to get medical help here has been like drawing blood from a stone. Impossible wait times lead to a simple ear infection left for 8 months untreated. I was advised to go privately to specsavers for an earwax clearing even though the problem was an infection! As I couldn't afford a private ENT things escalated, I ended up in Urgent Care with blood seeping from my ear. The infection had spread to my skull and my eardrum burst. The doctors at the hospital could not believe my GP Dr Fenui had let it get to this stage without effective treatment. I had been in the hospital for this in October '22, I recently received notice of my ENT referral via GP for October '23! I dread to think where I would have been by then. Negligence and carelessness are the most appropriate descriptors of this awful, awful surgery.

Would give no stars, terrible doctors surgery, every time I go there im waiting at least half hour after my appointment time, so if I'm early it's even longer. Waited an hour and a half once, then went in with two issues and the doctor said that she can only see to one of the issues and to book another appointment for the other, not what you want to hear after waiting that amount of time. Only one doctor ever there with ten people in the waiting room, rude staff and rude doctor, 100% not going back and would strongly recommend going somewhere else if you're looking to join.

To be honest I'm going to have to give this one an average review as there is a mix of good and bad staff and it's random luck on which you will get served by on the day. But I will mention that I'm kinda fed up of the receptionist with the bad attitude who's rude to patients and clearly doesn't want to be working in a customer facing role. As for the good staff, if you have an appointment with them it's absolutely great but once again that's an if...

The reception staff are awful and extremely rude. They do not have an appointment for next one month for my son and no doctors diary after. So basically, you have no access to your GP. No way of booking an appointment at all. She said' "change your surgery if you are not happy" and on insisting she just said - "we can not help you". They would not give me any cancellations even in emergencies.

Nearly joined this surgery until the receptionist seemed to think it was funny to keep spelling my surname wrong despite me spelling it out for her 20 times and proceeded to patronisingly laugh at me when I said I have covid. So rude and unhelpful really pleased I read other reviews and followed my gut instinct and didn’t join.

been using this surgery for years now. Doctor Fenway has been my doctor since i was little, never had a problem since now when i got sent to see another doctor to send me off for an ECG, doctor said she will ring me back about it and now 3 weeks later still nothing. Apart from that never had problems

Front desk service is poorly, very difficult to make an appointment 8am call for morning appointment and 2pm evening appointment doesn’t work when nobody answers the call. My family and I moved surgery . I can’t deal with this surgery any longer. I like Dr. Fenuyi but unhelpful Receptionist.

I tried calling 74 times this morning from 8 30 for the first 3 minutes to be told the surgery is closed and then after another 6 minutes I finally got through to be told all appointments taken and to call back at 2pm and try again! Same problem all the time with this doctors!

The doctors are good but the service and the whole process of accessing the doctor or booking an appointment is completely disgraceful and can be dangerous. The reception team needs a lot of organising and training. Very poor service. I would not recommend this surgery.

Pathetic practice. Don’t give any appointments at all be it telephonic or face to face. My daughter is having severe rashes and I am trying to chase surgery for appointments for the past 3 months . To my surprise there is a long waiting time. Totally disappointed

There should be No Star Option. Reception is very unhelpful and a nightmare. Admin mess up even small things. Doctors are ok but nothing can be get it done through the reception. Try to avoid this surgery if you can.

Appalling rude receptionists, extremely patronising, curt and don't follow anything up. The Dr's are great, front desk awful. Don't ask patients to e consult if you then don't action

Simply easier way to change to another Surgery rather than discuss the issues with the Surgery and waiting for the responses. After few incidents I have moved to another surgery.

My son was told by the receptionist to go to Spec Savers as he tried to book an appointment for his ear that he cannot hear out of! Really unhelpful.

Waiting time 15-20 mins every time. Some doctors are polite and professional but some of them are not great. Appointment usually in 2 weeks.

Worst practice in the area. Very hard to get an appointment and You will only get appointment if you are lucky.

Wow, I just moved in the area and was going to join this surgery but these reviews have just put me right off.

Reception is the most unhelpful and don't know a thing. Really rubbish surgery I have ever had.

Font desk customer service are very poor but some doctors are very good. Hope they improve.

Really difficult take appointments. So moved on to an another GP.

Cant make an appointment.

Highly recommend!