East Hill Surgery

Couldn't reach urgent care when needed

One star because I cannot give a zero. Unable to reach a clinician for urgent assistance despite a serious medical crisis. Absolutely dreadful and indifferent service.

Impossible to reach by phone for appointments

Honestly can't help but feel like you'll never get through by phone hahaha I need an appointment and no one is picking up.

Cancelled appointment left me waiting hours without explanation

A few weeks ago I attended for a nursing appointment only to be informed it had been cancelled. I left, and two days later received a letter regarding a missed appointment. Then today I arrived at 07:30 for an open surgery appointment and was second in the queue, requesting to see any available clinician. By 09:30, all the patients who had arrived after me had been seen and were ahead of me in the process. When I questioned why this had happened, I went to reception but received no explanation whatsoever. I was simply told that scheduled appointments had now started and I might not be seen, with the option of a telephone consultation instead. This experience has left me feeling frustrated and unwelcome at this practice.

Caught between hospital and GP referrals

Extremely disappointing experience. I have struggled to obtain appointments and face continuous barriers through phone calls, emails, and repeated requests just to book a consultation. I have been managing persistent health concerns including chest discomfort and other symptoms, yet have felt dismissed and redirected repeatedly. Both clinical and administrative staff have advised me to attend emergency services urgently, yet when I attended the hospital, I was told not to return unless the situation was life-threatening. This has created a frustrating cycle where the hospital directs me back to my GP practice and my GP practice directs me back to the hospital. I have been documenting these experiences and seeking legal guidance, as I want to prevent others from enduring the ongoing distress and health struggles I face daily. One clinician has been exceptionally supportive and professional. However, I find the conduct of other clinical staff and reception team members to be wholly unsatisfactory.

Receptionists unhelpful, doctors seemed dismissive

I have been a patient at this surgery for my entire life, and at 27 years old, I have lost confidence in most of the clinical staff and receptionists. I found the reception team to be dismissive and unwelcoming, and felt that the doctors showed limited genuine interest in my concerns. My overall impression was that appointments were rushed and I was not given adequate time or attention. I have since transferred to a different practice, which has provided a better experience overall.

Receptionists were genuinely helpful and professional

I have consistently experienced highly professional service from the reception team, and I cannot speak highly enough of them, particularly during this challenging period.

Welcoming staff helped ease my nerves

I recently attended for a cervical screening appointment and found the healthcare professional to be very welcoming and reassuring. Despite arriving a few minutes behind schedule due to waiting outside, I felt immediately at ease.

Reception staff were disrespectful to me

I was very satisfied with one particular clinician who has now departed the practice. I am concerned about what the future experience might be like. I have also been considering leaving following an interaction with reception staff that I found frustrating. I would prefer not to elaborate further as I am worried about being identified. I have found that some clinicians do not always give me the opportunity to fully express my concerns, and I feel my perspective is sometimes dismissed unless I align with their viewpoint. The clinician I mentioned was excellent and provided me with very good care, but unfortunately they have recently moved on from the practice.

Prompt appointment with thorough listening

Was seen promptly during my appointment today. The clinician was absolutely lovely! Very thorough and brilliant service. Also went above and beyond due to my work time restrictions. Thank you so much!

Hard to reach by phone in the mornings

I have been attending this surgery for a couple of years and am very satisfied with the care provided. All of the clinical staff I have consulted have been excellent, and the reception and nursing teams have been consistently helpful. However, there are some improvements needed with the appointment booking system, as it can be quite challenging to reach someone by phone during peak morning hours. That said, if your matter is not time-sensitive, this is less of an issue.

Phone system makes booking unnecessarily difficult

The team members are excellent, however the telephone system is problematic. I'm being directed to call back at different times, and the outdated setup makes it a frustrating struggle to reach someone in person.

Busy practice but staff stay helpful throughout

The clinical staff are excellent and the administrative team are equally impressive. You can sense they've had a demanding day, but that's entirely understandable. I do think the telephone system could benefit from some modernisation, as it can be rather lengthy. Overall, a very positive experience. 👍🏼

Helpful team who really listened to me

I wanted to express my gratitude to everyone at the practice for the assistance provided. 😁😁

Reception staff were quite dismissive

The staff members were quite impolite.

Staff were helpful and genuinely listened

I have nothing but positive things to say about everyone working at the practice.

Reception staff attitude made me feel unwelcome

I found the experience at this practice deeply concerning. The approach taken by both reception and clinical staff felt dismissive and judgmental toward patients. During my appointment, I felt spoken to in a manner that was harsh and disrespectful, which left me feeling distressed and anxious. Given my existing worries about my wellbeing, this interaction significantly worsened my emotional state and has made me reluctant to return.

Practice ignored serious health concerns for months

I have been a patient at this practice since June and feel that my care has been inadequate. Despite having multiple serious health conditions that require proper management, I have not received the investigations or interventions I believe are necessary. I am disappointed with the level of attention my health concerns have received and am considering seeking care elsewhere. I would appreciate recommendations for alternative healthcare providers.

Felt listened to and well supported

I wanted to express my appreciation for the excellent care I received during my recent appointment this evening.

Friendly staff who've always been helpful

I have been a patient at this practice for many years. The clinical staff, administrative team and reception staff are genuinely pleasant and approachable. I have consistently had positive experiences and found everyone to be considerate and supportive.

Reception staff could be more welcoming

A number of staff members displayed discourteous behaviour, though I should clarify that this was not representative of everyone working there. The facility appears to be operating with limited resources and shows signs of deterioration throughout. I gained the sense that the practice would prefer patients to avoid attending, and when they do, there seems to be an emphasis on processing appointments as rapidly as possible. Whether this stems from insufficient staffing, overwhelming demand, or a combination of both remains unclear. Regardless, the situation is somewhat irrelevant given that residents in this area have limited alternatives, meaning the practice maintains its patient base by default rather than through choice. The constraints of the current system appear to perpetuate this state of affairs.