Blackthorn Health Centre - Southampton

Matthew B.

Rude reception, refused to make an appointment for the next day dispite breathing complications. This is a breach of patient care and guidance was going to file a complaint with regulator when I recovered, I wasn't willing to argue ontop of the stress of being sick. After an argument...and some Google searches self education and handling receptionist ducks, dips and dives, I did receive a call back and was advised that there was appointment available in the next 10 minutes. ...

Receptionist also advised me that she did not have the ability to send emails. that she could not possibly email me that they are denying and refusing to make an appointment after notingg my condition. I even explained I'm not here to argue. If there is an issue, I'll figure it out later when I'm better and deal with it when I'm better.

This theme continued after my appointment I requested printouts of the referrals and the locations.

Instead of complying reception, just started answering questions I didn't ask....

Unhelpful, introduced unnecessary friction in seeking medical treatment .

When I attended the practice the doctor was awesome. And the attitude of the receptionist improved in person.

However, I left my appointment with only one referral of 2 that referral did not have the name and address of the provider for testing.

Feedback to consider including the medical facilities address and contact number on your referrals. Email confirmation of appointments and request for testing... Text message. ?

And if a patient requests this, it's a good idea to give it to them...

Will try to engage with the GP again next time.
My Attitude, I do not care for the bureaucracy. Or argument I'm sick and stressed. Take what you need Give me instruction. Answer my questions give me what I need to carry out instructions. If I'm not an a don't be an a.

Update - second horrible experience 2 weeks later. Same negative attitude Filed call complaint. Via email.

GP - Duty manager listened to the call and responded within the hour, very understanding, patient, friendly, drastically different experience. Apology if not given directly is still made very clear. Changed my overall experience from bad to pleasant. Promised improvement. Couldn't ask for more productive responses within reason and ability.

Thank you !! 1 to 5 stars.

martin ?.

Unknown to me theSurgery booked me a phone call appointment 1 hour before the time via text, the doctor called from a number that was withheld so call was rejected. So first I knew was 1 hour later when home phone went. The surgery should only call patience from the practise number as many people block all calls that have numbers withheld ,probably resulting in these calls being logged as a missed appointment.also more notice should be given for a cold call as not everyone has their phone in front of their eyes 24/7
Thanks

Tracy

Unfortunately, due to too many people calling staff out for things they have no control over, I'm unable to say who the kind, professional young lady on reception was today.
I had a painless blood test , with an incredible nurse, who was friendly and extremely professional too.
I even got an appointment for next week to see a GP. I have nothing to complain about this practice.

Laura W.

Incompetency would be a generous way to describe such a shockingly problematic GP.
To start, the receptionists are rude, unsympathetic and obtuse - it’s almost as if they don’t realise 100% of the people they deal with are seeking support, in one way or another. And the wait times… oh the wait times. Now I know the NHS is understaffed, but there is a courteous way to tell people to phone back for an appointment, or that there aren’t any available. If you’re looking for human decency, kindness and empathy… look elsewhere. My daughter and I waited one hour this morning to be seen… one whole hour! This is not good enough, in the slightest. I politely asked when they think we would be seen but was met with a lady who seemed to disgusted that I dare to ask such a question. If you’re looking for a new GP, look elsewhere! If you’re looking for empathy, look elsewhere! And lastly, if you’re looking for an appointment, make sure you have 5-7 business days to spend on hold to them waiting for one. (Side note - you won’t be given one, but at least you can say you tried).

anne M.

GP Appointment 18/02/2025
Thank you to Dr Hirst, she went above and beyond and dealt with the long list of issues I had.
I was very overwhelmed with all these issues- was reassured and referrals were actioned straight away for these things.
Feel much more able to cope with ongoing issues now.

Sam M.

Not a great first experience dealing with the practice. Need a new EpiPen for my anaphylaxis and was simply told they don't have appointments and to call back in a week or so...not very useful for someone that carries a potentially life saving medication? Hopefully I don't have a serious reaction in the time I have to wait but putting this review out there just in case I do so that it's clear they were negligent.

Louise B.

I cannot fault the service I received from the surgery. In my phone call consultation I was given a full discussion and options on what my choice of medication going forward. This made me feel valued and listened to.

Shannon G.

Possibly one of the most unhelpful practices I’ve ever had the displeasure of dealing with.

Not only is it impossible to get an appointment- even for a young baby who is clearly unwell, some of the reception staff hold a ‘this isn’t my problem, can’t be bothered with this’ attitude. It might be a suggestion to retrain some of the reception team on how to speak to the general public with a more caring approach and manner. Several times I’ve had an unpleasant experience with this particular surgery and I’m not the only one. Some of the stories I’ve shared of my dealings with the practice has left others shocked because their own surgeries would not treat people this way.

You should never be made to feel like a burden for calling upon a doctor surgery when you feel you’re in need. It feels me with anxiety whenever I have to make a phone call.

Hopefully when I move house I’ll be assigned to a more understanding, helpful practice.