Orchard Surgery (Kegworth) - Derby

Lisa H.

Well done orchard surgery for a well organised flu clinic ,very well done to all
I appreciate you all giving up your Saturday !! to make it easier for patients to attend

Tammie D.

Rude reception team, incompetent healthcare team, no regard for keeping your appointment times. Overall pretty horrific

SootyHunt

After multiple visits and calls to this surgery after my motorcycle accident I’ve decided to write my review.
Let me make it clear, the Doctors that work this surgery are very nice and caring. The receptionists on the other hand, are a different category all together.
I find them to be extremely rude. As a patient I am a very private person. The receptionist is constantly asking people private information whilst at the main desk, for everyone to hear.
If you don’t like this and explain that it’s private and you want to speak to the doctor, they respond as though you have just insulted them and make comments like “I can’t help you if you don’t tell me” and “well I need to know so I can tell the doctor” almost making you feel you have to explain yourself.
I’m sick of telling the receptionist “no disrespect intended but it’s none of your business”.
Tonight’s visit just got even worse.
At 3:40pm I arrived to collect paperwork regarding my accident as I needed to put in in an envelope and send it off. The post collection I thought was 4pm…. The receptionist couldn’t find my paperwork. Neither could the next receptionist.
She then told me she would get it reprinted and it’s ok. The last post collection is at 4:30pm and not 4pm.
So panic over…. Or so I thought….
30 mins later and there’s a 3rd person looking for the paperwork…. It then transpired the doc has told them it’s there, rather than reprint it !!!!
At 4:28pm, after 50 minutes of standing there for my paperwork that is received a text to say is ready for collection(4 days earlier) I decided to leave. I needed to catch the post.
The receptionist is very unskilled in dealing with people…. She used a phrase “well if you would of told me what it was about I could of got them printed, but you chose not to tell me”
I was absolutely fuming after hearing that…. I told them id be here to collect them at 8:30am and walked out.
They are clearly breaching my data protection as they have lost all my paperwork or someone has stolen it !!!
I will be making a formal complaint about the receptionist staff here.
Totally unprofessional and they have now breached my data protection !

Chloe B.

Have been at this surgery since I was a student, haven’t left since! Every time I’ve needed them, they’ve been there and helpful. Had an appointment today with Dr Pollock and all staff I encountered were polite, friendly and efficient! Very lucky to have such a good doctors surgery in my local area

King H. N.

Generally good with care from the nurse and doctors, as well as reception team. Friendly practice, though I felt triage line could be improved as phone call to surgery always got cut off and had to keep dialling in (only to be cut off again) for about 20-30 times repeatedly before it eventually got through about 15-20 minutes. Otherwise, It's been a pleasant experience as a registered patient in this surgery.

Jessica K.

All the doctors I have seen here are exceptionally helpful, competent and seem to genuinely care. I have yet to see one of whom I haven't liked.

Most of the reception staff however are quite surly and at times verge on outright rudeness despite me always attempting to be pleasant towards them. They are clearly quite impatient and want to get you off the phone as quickly as possible, and should you dare to keep them for a few seconds longer than necessary you'll know about it. Of course dealing with the receptionists for me has always been a brief interaction when compared to the consultations with the doctors etc, thus over all the surgery offers a great service, and despite it being difficult to get through to the surgery at times, if I do need an appointment that very day I have always managed to get one. However I truly feel that the whole experience could be greatly improved if they would select more friendly people to work on reception, or just simply train their current receptionists in customer service skills and developing a more pleasant bedside manner!

Frances A.

Very helpful receptionist/administrator Tracey. Who was resourceful in finding a way to help.
Dr Khallique was a good advocate for my Father getting him admitted to a specific department rather than going via A&E at a different hospital. Both he and Dr Coltman courteously examined my Father. Very much appreciated.

Carol M.

Poor.. my daughter is 19 year old student and once again trying to get an appointment with this surgery is negligent! Telephone system that continually says phone appointments full. When do get to speak to receptionist rude, dismissive and not helpful whatsoever!! This has happened on numerous occasions and currently she has spent a week trying to get any type of appointment. Disgusting and very poor service for a supposedly public servant