HEREFORD Medical Group (HMG) has hit back after it was rated the "worst GP surgery" in Herefordshire in a recent survey.

The GP Patient Survey, carried out by Ipsos on behalf of NHS England, asked respondents to rate their satisfaction with their surgery in a number of different categories.

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This included their experience making an appointment, getting through on the phone, and seeing their preferred GP regularly.

HMG was named the worst local surgery in terms of overall satisfaction. 53 per cent of respondents said their experience was positive, while 25 per cent said their experience was negative. 

But the group has hit out at the survey, saying that the results reflect only 0.5 per cent of its patients' experiences.

A spokesperson for the group said: "We are disappointed to see that the results suggest a fall in patient satisfaction.

"The GP Patient Survey was sent out in January 2024 by NHS England. It was sent to 562 of the registered patients at HMG. Of these, 183 surveys were returned. This represents 0.5 per cent of our registered patients. 

"We acknowledge the reduction in patients who state that they are satisfied. We are committed to listening to patients and we take their feedback seriously."

The spokesperson said that despite the survey results, the surgery often receives positive comments from patients.

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"We receive positive feedback from patients, directly to staff, on a daily basis. This reflects the dedication and hard work of the HMG team. We understand that it has been a challenge for our patients and staff in recent times."

They highlighted the challenges faced by GP surgeries, including an increase in demand for appointments, difficulty recruiting GPs and receptionists, management of more complex health conditions, and funding cuts.

"Despite the challenges, we want to offer a better service for our patients and a sustainable working environment for our staff," they said.

Changes to the booking system have included an online form to be filled out by patients requesting appointments, with assistance available for those who do not have internet access. HMG said most patients receive a response within two hours, offering them a GP appointment or referring them to another service.

HMG acknowledged that there are still more areas of the service to improve, especially reducing the wait for a routine appointment and providing continuity of care.

"We hope and expect that the measures that we have put in place since the survey  data was gathered will improve the experience of patients when the 2025 survey is released."