Hill Brow Surgery Pms Practice

Recent appointment

I recently visited the surgery for a medication review and was feeling very anxious beforehand. However, the doctor (Dr Patel) I saw was incredibly welcoming, friendly, and professional from the moment I arrived. He took the time to really listen to me, explained everything clearly, and made me feel completely at ease with his calm and chatty manner. He also went through the outcome of another recent appointment and explained the possible treatment plan moving forward in a way that was easy to understand. I really appreciated how reassuring and approachable he was throughout the appointment. A genuinely positive experience and excellent care.

Long phone queues and repeated form submissions

I found the experience at this practice to be extremely frustrating. I was on hold for three hours despite being second in the queue, which would not have been necessary if the staff were more competent. The way patients are treated here is concerning, and as a minor, I felt particularly let down by being dismissed. It is disrespectful to have to complete the same form twice daily only for staff to demonstrate a lack of understanding about my situation. When I do receive responses, I have had to follow up by phone, only to receive incorrect information. I spent two days filling out forms to communicate my concerns, yet they were ignored. I previously spoke with the practice manager, but when I mentioned I was documenting our conversation, the call was ended abruptly. This suggests awareness of the issues, which makes the situation more troubling. I have saved all conversations and messages as evidence, and I intend to take action once I am able to do so, as the standard of patient care here appears to be non-existent. Several hours later, at around 17:51, I received a call from a staff member whose name I could not understand despite asking twice. After I provided my name and date of birth, the call was disconnected while they were processing my details. This is the second time this has happened. I have a recording of the initial three-hour wait, during which I was positioned first in the queue for approximately two hours and fifty-six minutes after joining at 2 o'clock. While I recognise that GP surgeries face staffing shortages and high demand, the attitude displayed towards patients is unacceptable. The service appears so inadequate that it raises serious questions about whether it should continue operating. I am currently documenting every conversation and message for my records. I subsequently received a letter stating that I must wait forty-eight hours between form submissions and commenting on my behaviour when submitting forms. This is unreasonable given that I have had to submit forms repeatedly to receive any response. Last week I submitted forms daily, all relating to the same matter, before I chose to purchase medication from a pharmacy myself. This week I submitted one form regarding a separate issue, yet all submissions were disregarded. The practice's claim about the forty-eight-hour requirement contradicts their actual response times. I have reported this matter to the relevant regulatory body and have documentation to support my complaint. Where my submissions may have appeared discourteous, I have reasons and evidence to justify my tone. This practice is among the worst I have encountered. If my registration details had been updated promptly, I would have transferred to another practice already. I believe others should investigate whether similar issues affect them, as the treatment of a seventeen-year-old raises concerns about how older patients are being cared for.

Receptionist was polite and genuinely helpful

I had a really positive experience with the reception staff today. They were extremely courteous and helpful when addressing my enquiry, demonstrating genuine warmth and professionalism throughout our interaction. It made for a genuinely pleasant visit overall!

Turned away at the door repeatedly

Disappointing experience, on three separate occasions when seeking appointments for various health concerns, I received a text notification indicating the practice had reached safe capacity and was directing patients to contact alternative services. When I visited the surgery in person to arrange these appointments, the waiting area appeared to have very few people present, which made the capacity restrictions seem questionable. The overall service fell well short of expectations.

Automated systems made booking difficult

The automated telephone system and digital messaging service do not adequately meet patient needs.

Phone bot makes booking appointments frustrating

Goodness me. They've introduced an automated phone system. It's really not fit for purpose. I struggled to get past the name entry stage. I attempted this multiple times but it repeatedly misunderstood what I was saying. It then indicated it would send me a text message with a link to finish the process. I tried that, entered my name and information, but then it just cycled back to the start. Things are difficult enough as it is. I really do hope this gets sorted. The whole appointment booking process has become an absolute ordeal.

Reception staff lacked warmth and compassion

Completely unhelpful service. May as well contact alternative healthcare services instead. The front desk team appeared robotic and inflexible, simply adhering to procedures without demonstrating empathy or genuine customer care. Not recommended.

Receptionist made time to check in regularly

My GP is exceptional and among the finest healthcare professionals I've encountered. They demonstrate genuine competence, authenticity, and a caring approach that extends well beyond standard expectations. In today's NHS environment where appointments are notoriously difficult to secure, this clinician makes a genuine effort to find time to reach out and check on my wellbeing. I'm genuinely grateful for their commitment to such high standards of care, which they maintain consistently and effortlessly with every interaction.

Couldn't book appointment due to closed online form

I attempted to schedule an appointment that I had been needing for several days. The online booking system was unavailable, but when I contacted the practice by telephone, I was directed to use the online form instead. This created a frustrating situation since the online option was not accessible at the time I called.

Automated phone system blocks evening access

I needed to arrange a blood test and called at 5.25pm hoping to reach a receptionist. The automated phone system didn't make it straightforward to select that option. I pressed option 3 for administrative support instead, but was unable to connect as the admin team had already left for the day. It seems problematic that staff aren't available throughout the entire surgery opening hours. This appears to be part of a wider trend of policies that don't prioritise patient convenience. The call also used up my phone credit, which is a genuine concern for those on limited budgets. I would appreciate if the practice could review its procedures to be more accommodating to patients, rather than creating a sense that their needs aren't valued.

New practice shows what's actually possible

I've recently relocated to a different area, and my experiences at my new GP practice are markedly different compared to my previous one. I had assumed that all GP surgeries were facing similar challenges, which would explain the gradual decline in service quality I noticed at my former practice; however, this doesn't appear to be the case. My current GP does not experience these same issues.

Quick response to my health concern

I recently had a telephone appointment regarding a women's health concern and was impressed by how quickly everything progressed. Within a week, I had received an ultrasound examination followed by a subsequent consultation to discuss the findings. The level of care and efficiency throughout this process was excellent. I'm very grateful for the prompt attention to my needs.

Quick appointment and helpful advice given

Received excellent service, the wait before being seen was reasonably brief, and I was seen at the scheduled time. I was satisfied with the guidance provided regarding my concern. Currently awaiting a follow-up appointment.

Impossible to book an appointment here

Attempted to secure an appointment and found the process extremely difficult. Was offered a remote consultation instead. Disappointed with how the practice has deteriorated.

Felt dismissed despite explaining my symptoms clearly

I was hesitant about leaving feedback, but following a recent appointment to discuss my health concerns, I felt the clinician seemed dismissive of what I was experiencing. I have existing health conditions and make a point of only attending appointments when I genuinely feel it's necessary. Additionally, in my role supporting vulnerable individuals, I'm conscious about not bringing illness into their environment. I previously attended a different practice and found the standard of care there notably superior, with staff at all levels demonstrating professionalism and attentiveness. I'm now considering returning to my former provider. It feels as though I might receive better attention if I were attending more frequently, but my work schedule involves long shifts caring for at-risk individuals, which limits my availability. This experience has been quite disheartening. I do miss the approach from previous years when there seemed to be more time for patients and a greater sense of genuine care shown during consultations.

Appointment availability poor for urgent needs

The appointment scheduling system at this practice is extremely frustrating, particularly when dealing with ongoing respiratory health concerns. Appointments have been cancelled and there appears to be a lack of prioritisation for patients with serious chronic conditions.

Felt properly listened to and understood

Excellent healthcare professional who demonstrated attentiveness and gave adequate time to my concerns.

Online booking beats the broken phone system

The online form system has made a significant improvement to the booking process. As others have mentioned, the telephone appointment system has limitations. Calls that extend beyond 90 minutes tend to experience technical difficulties, making it unlikely to reach someone after that point. I've spent considerable time on hold while travelling to the practice location, yet the phone lines haven't appeared to be active. The clinical staff have consistently provided excellent care, and I've always found the administrative team to be professional and helpful.

Impossible to book face-to-face appointments

I feel anxious about the prospect of becoming unwell because securing an appointment is extremely difficult. I prefer face-to-face consultations rather than telephone conversations, and I find it frustrating that this type of in-person interaction with a healthcare professional appears to be increasingly unavailable.

Referral wasn't made despite clear instructions

Attended an appointment on 17 June regarding my mother who had recently been discharged from hospital following a respiratory infection. The hospital discharge documentation indicated that a blood test and chest imaging should be organised by the GP practice for late June or early July. This was discussed during a face-to-face consultation and I was provided with the necessary information to arrange both tests. Arranging the blood test proved straightforward, however when I contacted the hospital to schedule the imaging, I was informed that no referral had been received from the practice. This represents a recurring issue where referrals have not been completed as discussed, and I found myself needing to return to the practice on 27 June to attempt to resolve the matter. I will monitor whether the referral is actually submitted over the coming days, though I remain uncertain about the outcome. The NHS undoubtedly requires support and investment, but I believe the primary need is improved staff accountability and ensuring that commitments made during appointments are followed through appropriately.