East Hill Surgery

Quick appointment after a phone call

Called the practice for guidance and was invited in for an appointment with a healthcare professional, completing the visit within a couple of hours. Excellent service.

Struggling to reach the practice by phone

It has been very difficult to obtain an appointment at this practice. When attempting to reach the surgery by phone, I waited in the queue, but the call was disconnected just as it was about to be answered. Subsequently, the line indicates it is busy and will not allow me to rejoin the queue. Additionally, I have been unable to reach the reception desk.

Couldn't get an appointment so switched practices

It is extremely difficult to obtain an appointment at this practice. Most of the time I find myself abandoning the attempt, which is why I have decided to register elsewhere.

Staff were helpful but seemed impatient

The team was accommodating, though they didn't seem particularly pleased to be dealing with patients.

Staff really knew their stuff and listened

The practice at East Hill is excellent. While the building itself may be dated, the team members are exceptionally well-informed and skilled. Their processes for directing patients to the right services are impressive, and the range of expertise available among the clinicians is impressive. I have found nothing to criticise about my experience there.

Frustrating access issues and repetitive prescription problems

This practice has declined significantly. Access has become inconvenient, requiring patients to navigate through alternative routes rather than using the main entrance. The pathway involves walking through the car park and along corridors in a roundabout manner, only to encounter unhelpful staff at reception. I find myself repeatedly struggling to obtain the items I need from my prescription each month. It's frustrating to have to make multiple phone calls and visits to address the same recurring issue repeatedly. The main entrance really needs to be reopened.

Receptionists handled the pressure with real care

Five stars for the care I have experienced throughout recent times and beyond, despite the immense strain the clinical team faces, I have found nothing to criticise. Having perspective from both a patient and former healthcare background, I can appreciate their efforts. I manage a chronic respiratory condition and have only experienced one occasion when routine appointments were unavailable, at which point I was promptly attended to at an alternative facility. The dedication shown is commendable, and I would also like to acknowledge the front desk staff whose role I certainly would not wish to undertake.

Couldn't get through after repeated calls to reception

Frustrating experience with the service. Required numerous attempts to reach someone by phone. I recognise the surgery is under considerable pressure, and as someone working in healthcare myself, I'm aware of the challenges involved, but when contact was finally established, the person answering suggested the individual I was enquiring about might not be registered and questioned whether they could be registered elsewhere instead. Additionally, during my attempt to explain the situation, the call was disconnected. This necessitated calling back once more. We joined this surgery recently and found the staff interaction to be unwelcoming. While I understand the service is stretched due to current NHS demands, a callback would have been expected. The disconnection appeared deliberate rather than accidental, as an immediate return call would have followed if it were genuine. The overall experience was disappointing. When healthcare is needed, every effort is made to arrange appropriate care, yet the reception experience made the process considerably more difficult than necessary.

Phone access remains frustratingly difficult here

I have been a patient at this practice for over 30 years and have noticed a significant decline in service quality since the pandemic. The only reliable way to contact them is through non-urgent online requests, which typically result in a callback. The telephone lines are consistently unavailable, making the practice difficult to reach. This level of accessibility is unsatisfactory and I am considering finding alternative care elsewhere.

Early arrival met with dismissive reception attitude

It's difficult to rate the entire practice fairly, as I've had both positive and negative experiences with various members of staff. Unfortunately, today I felt let down. I arrived well before my scheduled appointment time and was told I was late when the surgery opened. When I explained that I had been waiting outside beforehand, I was informed that someone had called out names, though this didn't match what I witnessed. Following this misunderstanding, I was asked in an unhelpful manner to phone back and rebook my appointment.

Phone queues make appointments nearly impossible

The reception team could be more responsive. Securing an appointment requires calling at opening time, otherwise there can be lengthy waits unless you manage to reach them the following morning. Getting through by telephone can take considerable time, and I've observed that calls go unanswered for extended periods. The practice continues to operate primarily through remote consultations rather than in-person visits. It's difficult to understand how a thorough assessment can be conducted without a face-to-face appointment. While COVID-related adjustments were understandable initially, this policy seems to have persisted beyond what feels necessary. I would suggest considering other options before registering here.

Couldn't get an appointment when I needed one

I would not recommend this practice. The staff are difficult to work with and appointments are extremely hard to obtain. I have called to book an appointment only to arrive and find nothing was scheduled. I have experienced multiple instances where my concerns were not properly addressed, leading me to seek emergency care on separate occasions. Prescriptions have been sent to various locations rather than where I requested. Despite the stated closing time, arriving in the late afternoon means clinical staff are unavailable. This practice has not met my expectations and I would suggest looking elsewhere for your healthcare needs.

Waited weeks for blood test results ignored

Have been waiting over a month for blood test results without receiving them. Multiple attempts to follow up have not been acknowledged. Requested to view the results through the NHS app, which required completing additional paperwork, only to be informed that the administrative staff were unavailable and the call was disconnected. Found the overall service experience to be unsatisfactory and am considering switching to a different practice. Would not recommend registering with this surgery.

Struggling to reach surgery and get prescriptions right

The prescription service frequently encounters issues. It is often difficult to reach the practice by phone, and on one occasion I had to make numerous attempts to get through.

Receptionist didn't answer the phone calls

The reception experience was disappointing, as staff appeared inattentive and calls were not answered promptly, which left me feeling unsatisfied with the service provided.

Poor management and difficult access to care

The surgery appears to lack the capability to handle medical matters effectively. The management has demonstrated poor performance and an unhelpful attitude. This has resulted in vulnerable patients being unable to access necessary care. If you prioritise your health, you may wish to consider alternative healthcare providers.

Long phone queue, no appointment made

The experience at this practice was quite disappointing. I found the phone service to be poor, as I spent a considerable amount of time waiting on hold without being able to secure an appointment. Overall, I was not satisfied with the service received.

Reception staff refused to help with doctor callback

I have been a patient here for several years, but the experience has deteriorated significantly. I encountered difficulties when attempting to request a telephone consultation with a clinician, and felt that the reception staff member involved was unhelpful and unwilling to assist. When I wished to lodge a formal complaint, the staff member responsible for handling complaints declined to provide their name, which I later understood should have been made available. Over a three-month period, I attended multiple appointments with my young child, only to be informed on each occasion that the symptoms were viral in nature. After expressing my frustration, I was eventually referred to hospital, where it was discovered that my child had a serious infection requiring two courses of antibiotics. I felt disappointed that the initial assessments had not identified this. I am concerned about the standard of care provided to my children at this practice and have decided to seek treatment elsewhere. It is regrettable that the surgery's standards appear to have declined.

Receptionists and doctors don't communicate well

The clinical staff who perform procedures such as blood tests and screenings are excellent, however there appears to be a lack of communication between the clinical team and reception staff. I have made considerable efforts to obtain a diagnosis for a condition that regularly impacts my daily life, yet each consultation feels as though it is starting from scratch. The clinician does not seem to engage with my own observations about my symptoms, and I remain without a diagnosis. When test results return as normal, the investigation seems to stop rather than progressing to the next steps. I am in the process of registering with a different practice.

Couldn't reach reception when urgent help needed

I have been unable to reach the reception team over the past couple of days. Given that I have a cardiac condition and am currently experiencing discomfort, I am considering attending the emergency department as I cannot afford to wait any longer. I find this situation deeply frustrating.