Hart Health Partnership - Fleet

Shireen Walker

Absolutely Terrible Service – Avoid This Practice at All Costs!

Hart Health Partnership at Fleet Medical Centre is, without a doubt, the worst healthcare practice I have ever dealt with. If you're looking for a surgery that cancels appointments without reason, offers zero communication, and treats patients with complete indifference, then this is the place for you.

I recently called to book a face-to-face appointment regarding ongoing health issues, only to have it cancelled by someone who wasn't even a doctor—a so-called "clinical advisor" who decided, without any consultation with me, that my appointment wasn’t necessary. As if that wasn’t bad enough, they cancelled my mental health triage appointment too. And for what reason? Apparently, my health concerns don’t matter enough to even warrant a discussion.

Three cancelled appointments later, I still haven’t seen a doctor, nor have I had any attempt from the practice to reschedule or offer any alternatives. They even promised me a phone consultation with Dr. Cofie on a specific date, only to cancel that too with a message claiming the practice is closed. No apologies—just complete negligence.

And it doesn’t stop there. To add insult to injury, I received a completely unfounded letter. Instead of addressing their terrible service and actually helping me with my health concerns, they decided to send an insulting letter, as if trying to shift the blame onto me for their incompetence. It's clear this practice values covering their backs over patient care.

This isn't the first time I’ve had issues with Hart Health Partnership either. Back in February, I was left sitting in their waiting room for over an hour for a scheduled appointment, with no explanation, no apology—just complete indifference from their staff when I questioned why I was left waiting so long.

This practice has caused me nothing but stress, frustration, and unnecessary distress. Their inability to manage basic patient care is appalling. If you’re considering registering here, do yourself a favour and go anywhere else. They are a disgrace to the NHS and should be held accountable for their utter lack of professionalism and compassion.

Avoid Hart Health Partnership at all costs!

Topaz Mine

Hart Health Partnership (now includes both Fleet Medical Centre, & Branksomewood Road GP clinics in Fleet), is medically mostly sound but administratively a fiasco.
Most staff (both medical and admin) are friendly & efficient, a few of the receptionists are outright rude & aggressive. This is not just an off day, the same ones are like this all the time.
Patients are being asked to monitor their own blood pressure at home and send in the numbers, even for diabetes assessments, which is inevitably going to lead to some patients lying about their own numbers.
Impossible to get a GP's appointment. Calling the clinic number, the patient is told to use the online webform, but this is currently error 404- not found. The app *never* has any appointments available. The only way to get one is to walk in to either of the clinics, & speak to reception. If you are lucky, a batch of appointments will have just been released. They are not released on a consistent basis, and only released for the next two weeks, which means they go in the blink of an eye.
When the web form is available, the patient fills in all their details (name, NHS number, contact details, medical issue) on the form (web forms are *never* secure, which means this is a data privacy nightmare), then admin staff, who as far as I can tell have no medical training, triage the request, and someone will then get back to you within *24 - 48 hours*!!! Good luck if you have an issue with medication.
Repeat requests for long-held medication are being bounced back to pharmacists, with a note that it is 'too early' to request the repeat, despite the patient running out of that drug already because it is meant to be used 'as needed'.
There is currently no actual street address listed for either clinic on their own website. To find it requires looking it up on Google maps.
The practice managers seem to be doing their best to avoid clinical situations by haemorrhaging patients wherever possible.
In desperation to get an appointment to see a specialist for agonising pain, finally gave up & signed up for a private practice subscription, which costs me less than a trip to the movies for the month, and lets me speak to a GP within 5 minutes. The whole situation is ridiculous, as the GPs at the Hart Health Partnership clinics are excellent- it's just that no one can ever get near them!

Paul Colling

Had a concern today, which needed more than a general appointment.

The lady on the phone was very helpful with the triage, rang me back to work an appointment that fitted that day.

The Doctor was understanding and I left feeling fully supported.

Great treatment all the way through.

Gill Brogden

Very efficient service from Dr Salmons after a problem with a routine blood test. She is always on the ball, listens and is never dismissive. The practice is a busy one and it can sometimes be a bit frustrating trying to get appointments etc. my go to is the econsult option online. I find this the most effective and efficient for me especially now you can add photos etc. I’ve even used the call back system and that does actually work.

Karolina Chojnacka

This is a chaos centre not a GP. I was waiting for an initial „appointment” with a doctor for over a month. They called me and told me to arrange two appointments, never made notes, or nobody reads them and then it turns out one was cancelled because apparently I didn’t need it ( then they realised they made a mistake and scheduled it again) and then another one was not given to me when I turned up for it because apparently I was in wrong age group. Nobody thought about it when they decided to schedule it. The receptionist started schooling me on what the appointments were for, questioning me about private matters I had no intention of discuss in public… this place is the most unprofessional GP I have ever been to. If you are a working individual you will experience massive inconvenience and nobody will even apologise for it. I am going to look for somewhere else. This is a waste of time.

Kevin Lynch

My experience is that basic administration failings mean one has to have one's own administration system to keep this Practice on their toes. If you are unable to do so yourself, have a partner or friend manage the admin side of things for you ( scheduling blood tests, booster jabs etc ) rather than relying on them. If you are on your own perhaps consider changing to another Practice.

Jayathilini Hewapathirana

Impossible to get an appointment. A heartless care.
I have been going through a number of issues for a while and have never been able to get an appointment from this surgery. The system managed to trigger my depression, and now I am in even more trouble. Still, they didn't give me an appointment (after crying and begging to see a GP) and play a ball game when I requested to fill out a medical history to access my private insurance care.

Mila Banach

Absolutely disgusting service. I called this morning to try and get a doctors appointment. I was sent to a pharmacy and assured they will be able to help, they would listen to my chest and advise further with possible antibiotics if necessary. One big fat lie. The pharmacist said that they do not advise on the chest infection so I have wasted my time driving there. Whoever answered the phone this morning at 8.49am should be ashamed of themselves and get additional training!
I did a econsult at 2pm and haven't heard anything from them since. Absolutely poorly service, the doctors don't care about the patients, it's all about money!