East Hill Surgery

Cancelled for being late, but two hour waits for you

I have attended this practice on multiple occasions and have found the appointment management inconsistent. When running slightly behind schedule, appointments have been cancelled, yet significant waiting times have occurred when arriving punctually. Based on feedback from other patients, this appears to be a recurring issue at this location, suggesting organisational challenges with scheduling and time management. During consultations, I felt that concerns were not fully explored, with a tendency towards a conservative approach of monitoring symptoms and requesting follow-up contact if issues persist. This approach was frustrating after experiencing lengthy waits for the appointment itself. Given the pattern of feedback from other patients, it is understandable why some have chosen to register elsewhere. I am considering doing the same.

Phone queue delays made appointment booking difficult

I called at the opening time and was first in the queue, yet after half an hour I'm still on hold. I'll need to disconnect now and lose my place, which means I'll have to start over and likely won't be able to get an early appointment. I'd appreciate it if the phone system could be improved.

Impossible to book appointments, rude reception staff

Frustrating experience at this practice. Appointments are extremely difficult to obtain, and the reception team can come across as dismissive and condescending during phone calls. Finding it necessary to contact them is something I dread.

Booking appointments remains frustratingly difficult here

It is frustrating to pay regular fees for a service where appointment booking through digital or telephone channels remains unavailable. The booking process feels cumbersome and the support provided appears inadequate. There is a sense that the current system is not functioning as effectively as it could, and this raises questions about whether alternative arrangements might better serve patients' needs.

Reception sent us between GP and hospital repeatedly

I thought it was just me, but after reading other comments, I realised this reflects a broader pattern of indifference. My young child has been experiencing significant nasal symptoms including enlarged growths, breathing difficulties, frequent nose touching, nasal discharge, and complaints of discomfort and pain, along with occasional headaches. The symptoms suggested a possible allergic component. During the appointment, no diagnostic tests were arranged, and the only recommendation was saline irrigation. When I explained that this approach had not been effective despite trying various treatments, and that the nasal growths remained unchanged, I felt the clinician showed little engagement and was unwilling to explore alternative options. Despite my requests for additional support to help relieve my child's symptoms, no further treatment was offered or explained. Subsequently, when attempting to arrange a follow-up appointment, reception staff suggested attending hospital instead. At the hospital, we were advised to return to the GP practice, where we were told that a prescription could be issued there. However, upon returning to the GP, we were again sent away with instructions to await correspondence by post. Two months have now passed without receiving any communication or next steps. My child continues to experience these symptoms without treatment. This situation has left me feeling anxious and emotionally drained.

Opening hours information needs updating online

The practice's opening hours information on Google requires updating, as they do not operate on weekends.

Reception staff gave conflicting advice on queries

Only one star, if not for one particular clinician this surgery would deserve zero. The service has been poor, particularly at reception, and several doctors have been unhelpful with the exception of one clinician who provided good care. The reception staff gave me inconsistent responses to my questions. I'm pleased I decided to switch to a different GP practice.

Phone queue music could use an update

This surgery has been nothing but excellent. Waiting times for routine appointments typically run a couple of weeks, which appears to be in line with most practices. For same-day appointments, there is a phone queue system, though callbacks consistently come through within a couple of hours and appointments are arranged if needed. The clinical staff are exceptionally friendly and comprehensive in their approach. My sole minor complaint would be the rather intense classical music that plays during the phone queue, which seems to have remained unchanged for quite some time.

Reception staff lack confidentiality and professionalism

I gave them one star but they deserve none really. The reception staff came across as unwelcoming and I felt concerned about how openly conversations were being conducted in the waiting area. The clinical staff seemed either unable to provide clear diagnoses or appeared rushed during consultations. It felt like a frustrating experience overall - when I finally secured an appointment, I left without receiving any medication or advance prescriptions. It was confusing later when I was questioned about not having necessary medications, given what had been discussed during my visit.

Reception staff handle difficult calls with patience daily

Wonderful team and excellent clinical staff. I am sure people reading this review will scoff at this statement but I personally have been with the practice for many decades and I have nothing but praise for the difficult job the reception team have to deal with on a daily basis from members of the public. Over the years I have seen many clinicians come and go and have happy memories of receiving helpful advice and medical care from previous practitioners. I have nothing but praise for the clinical staff now who do a difficult job each and every day. And remember if you are waiting in a queue and eventually get through be courteous and kind, remember they have to deal with every enquiry received.

Reception staff made me feel genuinely supported

I was very impressed by the friendly and supportive approach of the reception team during my recent visit. The clinician I saw demonstrated genuine empathy and care, taking time to ask thoughtful questions that helped them understand my circumstances. Overall, I really appreciated the considerate support provided by the entire team during what has been a challenging period for me.

Long wait times and repeated rescheduling

I have found the service unhelpful, having waited an extended period for an appointment only to have it postponed repeatedly upon arrival.

Reception staff dismissive about communication needs

Most of the clinical team creates a difficult experience. In particular, one clinician frequently makes me feel judged regarding my disability. When I contacted the practice with a question about my contraception, I did not receive a response to my query. Instead, I was offered an urgent appointment for a routine procedure and was made to feel criticised for timing, even though I had clarified in my message that I was attending well ahead of schedule. Obtaining appointments is challenging, and when they are secured, interactions feel dismissive. I experience questioning throughout consultations with limited practical support provided. One clinician has been an exception to this. The practice appears to lack awareness around supporting patients with communication and comprehension needs. When I have raised these difficulties, responses have felt dismissive and unsupportive, leaving me uncertain whether my concerns are being taken seriously.

Friendly staff who actually listen to you

All of the staff members I have met at this practice have been extremely pleasant and supportive. The reception team are welcoming and the clinical staff genuinely make an effort to listen carefully and thoroughly explore your concerns. I've found this to be an exceptionally positive experience compared to other surgeries I've attended, and I think it's important to acknowledge the dedication required for the work they undertake.

Helpful reception staff made the difference

Five stars, but solely because of the clinician I saw! Without this particular doctor at the practice, it would be difficult to justify continuing. The other medical professionals I've encountered have seemed lacking in empathy towards their patients. I'd prefer not to elaborate further as it's quite distressing to dwell on.

Impossible to reach by phone in the morning

The practice disconnects calls made during early morning hours. It is extremely difficult to secure an appointment at this surgery.

Couldn't get medication change after repeated calls

I attended my GP practice with a specific concern. Over a two-week period, I experienced withdrawal symptoms from my current medication and made multiple attempts to contact the surgery to discuss an alternative option. Unfortunately, I was unable to get the support I needed as the practice was unwilling to consider changing my prescription. I found this experience quite frustrating.

Reception didn't listen to my concerns

Extremely poor service This practice does not merit even a partial star rating. I attended with my young child who was unwell, and I felt the assessment provided was inadequate. I subsequently sought a second opinion at the hospital, where a different evaluation was conducted. I have serious concerns about the quality of care and clinical judgment demonstrated during my visit.

Hard to book appointments and felt dismissed

Accessing appointments at this practice has proven quite challenging, and when I have managed to secure one, the clinicians often appear disengaged or visibly frustrated. During one visit with my young child, I observed the clinician display dismissive body language when my child became distressed. On multiple occasions attending with my infant, I have felt scrutinised regarding the necessity of my appointment and have found myself identifying health concerns independently as the clinical staff seemed unfamiliar with the issues. Staff members have indicated they would contact me with follow-up information but have failed to do so, with subsequent explanations citing a lack of available slots. Additionally, I experienced several instances of incorrect initial assessments, and only after pursuing further consultations and requesting additional investigations did it become apparent that I required a surgical intervention.

Helpful staff who listened and cared

I don't visit as frequently as I once did, but on the occasions when I've needed assistance, the staff have been helpful and considerate. The clinicians have always been gentle and compassionate in their approach.