Birchwood Medical Practice - Horley

zoe W.

Needed blood test two weeks ago, was sent to East Surrey hospital but due to long queues and infection concerns I was unable to get it done. I made an appointment with the practice which is two weeks later. Today, I was 5 minutes late because unexpected road work on reigate road, unbelievably, declined by the nurse. I attempted to speak to the manager or the PA who requested the blood as being declined for 5 minutes late arrival was totally unreasonable! However, the receptionist said no one was available, I could only complain by writing. Obviously , she has no intention to help resolve the issue there and then at all. I must say the practice has always been very unhelpful, from making appointment to finding out results. I wonder if complaints can help improve the service, it’s only scored 2.7 at google reviews, why no change has been made? If patients need blood test, why the practice doesn’t provide proper phlebotomy service but send patients away? Even if you are lucky to have one, the appointment is always two weeks later. What is the diagnostic value then? Is the service only money-driven, no health care obligation at all? I believe one root cause is that there is no leadership there as every time I asked to speak to a manager, the answer was no. Shame on them! I have decided to stay away from Birchwood medical center.

darkside O. L.

poor service from this doctors rude staff no one seems to care. ive had blood test done over a week ago hospital saying they sent the results back to doctors but they are saying they have not back as at yet..someone is lying just hope i dont have something serious from this blood test because if i have im not going to know that simple

Amanda C.

Appalling care for our elderly mother while she had dementia. …frailty team non existent ..denied offering any palliative or end of life care...even on the day of her death. Dispassionate, uncaring and mostly unavailable. The doctor who came out while she was dying verbally attacked us for not having an up to date Respect form ( while our mother was struggling to breathe) then she left. We had to cope with our mums death on our own.

* see below.
Holly, your generic response to my review pretty much sums up the ‘care’ provided by Birchwood. I would urge you to look at the CQC report ‘Needs Imorovement’ ..or the 2.9:from patients and actually do something about it. Your ‘contact’ number simply takes me to the website. My mother is dead..so a bit late now for any help. The most interest Birchwood showed was constantly asking us for a DNR or Respect form. Modality have a poor reputation everywhere with government petitions and complaints. That’s because there appears to be a ‘ profit over patient’ system. If you want Birchwood to be less homogenised and behave like other better practices in the area then perhaps you could start putting patients first.

Brenda S.

Receptionist extremely rude during phonecall couldn't have sounded less annoyed, irritated and unhelpful if she tried. Phoned on behalf of someone who has been suicidal and self harming since being removed from surgery due to being homeless. Appalling behaviour. Manager needs to check recording of call at 14:14 on 21/11/24 re not being able to fill in online form. This kind of behaviour can be the last straw for someone with mental health issues, training for receptionist is definitely required.

Martin R.

Called to speak to someone about my physio appointment, was confronted by a rude and obnoxious receptionist called Laura.

Spoke to me like I wasn't valued and refused to even take a reference number and was very dismissive!

Training definitely needed for this member of staff!!!!

Jasmine P.

The new online system is brilliant. Started filling in the form at 8am, and after a few questions I was able to pick an appt slot that suited me. Same day options available too.

Matt C.

Terrible service, charged £150 to fill out medical forms for my father and half of them were done incorrectly. When confronting the doctor, he clearly knew he was in the wrong, no apology offered, just deferred and made excuses.

Wolfgang G.

I have recently booked appointments via phone and online. Both ways worked great. I got an appointment on the same day and one on the date I selected. The appointments were right on time, i.e. no waiting time. The staff is friendly, professional and efficient.