Hill Brow Surgery Pms Practice

Impossible to reach surgery by phone

Got a message asking me to contact the surgery with some details. I've been trying to reach them for several days now without success, as the phone line appears to be constantly engaged whenever I attempt to call. It would be helpful if the surgery could consider opening another telephone line or offering a text-based communication option.

Couldn't get through on the phone

Poor experience.

Phone queue handled well with helpful callback option

I wish to express my gratitude for the care I received from the team at the local surgery when I made contact last week. Initially, I was positioned in a queue of callers but was offered the opportunity to receive a callback at a later time, which I accepted. I was subsequently contacted and placed in the queue again before speaking with a receptionist. I enquired about the possibility of either meeting with or speaking to a medical professional and was informed that someone would contact me later that same day. Following a brief wait, I was called by a clinician who, after listening to my symptoms, recommended a course of medication which was collected from a local pharmacy that same day. The entire process took approximately three hours, which I felt was a reasonable timeframe. Throughout the interaction, I was met with courtesy, understanding and professionalism. I am pleased to report that the respiratory condition I had been experiencing for several weeks has now resolved. My thanks go to everyone involved in my care.

Impossible to book appointment through new system

I experienced considerable difficulty accessing appointment services at this practice. After multiple attempts to reach reception and extended waiting times on the phone, I was informed that a new triage system had recently been implemented and that I would need to use the online booking platform. Upon logging in, I found no available appointments. When I called back and waited again, I decided to visit the surgery in person to arrange an appointment. At the reception desk, I was initially told to use the online system, but was then asked to complete a triage form, with the possibility of receiving a callback the following day to confirm a booking. I mentioned that the online system showed no available slots. After another phone call, I was directed to an alternative website with a contact form, though this was only accessible until a specific time each day. I have concerns about how patients without reliable internet access manage this process. Due to these difficulties, I have decided to register with a different practice. The clinical staff members I did manage to see were professional and competent.

Poor service and long waiting times

I would not recommend this practice. The service quality fell short of expectations, and I found the experience to be disappointing overall. There are better options available elsewhere.

Quick appointments available when you need them

I relocated to the area at the start of the year and joined the practice immediately. I have found the surgery to be excellent in every way. Whenever I have required an appointment, whether with clinical staff or medical professionals, I have consistently been able to access one within a day or two. While telephone lines can be challenging to reach, particularly during peak times in the morning, I have found that calling during quieter periods in the evening proves more successful. For urgent matters, I have used the NHS 111 service, which has been helpful in arranging prompt appointments. All members of staff, including clinical and administrative teams, have been courteous and professional, and the facilities are well-maintained and clean. I wish the entire team a wonderful festive season.

Impossible to reach by phone for appointments

The clinical staff are excellent when you manage to access them. However, after spending 2 hours today making numerous attempts to get through by phone, I was informed that all appointments were fully booked and directed to an alternative service. That service then suggested I contact my GP practice. I found this experience frustrating and have decided to seek registration elsewhere. The current appointment system does not appear to meet patient needs effectively.

Reception repeatedly hung up on phone calls

I contacted the practice this evening shortly before closing time to inquire about a prescription I had requested the day before. When the receptionist answered, they appeared not to hear me and ended the call. I tried ringing back several times, and on each occasion the receptionist answered and disconnected again. On my final attempt, I was informed that the surgery had closed for the day. While I wouldn't characterise unprofessional conduct from reception staff as something that happens constantly, it does seem to be a recurring pattern rather than an isolated incident.

Impossible to book an appointment here

I found this surgery to be extremely disappointing. Obtaining an appointment proved very difficult, with a lengthy wait on the phone only to be informed that no slots were available. When I attended in person, I was given limited options: either arrive early the following morning to attempt securing an appointment, travel to another location, or attend accident and emergency. The suggestion to use emergency services seemed counterproductive given how stretched those departments already are. The staff interactions left me feeling unwelcome and unsupported. I would rate this experience very poorly if given the option.

Harder to book appointments than the vets

No longer serving its intended purpose. It would be simpler to arrange veterinary care for a pet.

Impossible to reach surgery by phone repeatedly

I have found it extremely difficult to reach the surgery to book an appointment with a clinician. On one occasion, I made numerous attempts to get through by phone, with the lines consistently busy throughout the day. This is not acceptable when patients are trying to access NHS services that they fund. On another occasion, I needed to speak with a senior clinician at the practice regarding ongoing health concerns. After an excessive number of attempts to reach them, I finally got through only to be disconnected. This was deeply frustrating. A different clinician became involved with some test results and a referral that had been requested in the earlier part of the year. Despite the request being made some months prior, no action was taken until I raised the matter in person at the reception desk. Following my complaint, I received correspondence from the hospital indicating that my referral was under review. The level of service from this practice has been disappointing. The tests in question were not for a trivial matter, and I was concerned about the implications. Upon reviewing my medical records online, I noticed discrepancies in how my clinical information had been documented. Attempting to speak with someone at the practice feels unnecessarily difficult and obstructive. Overall, my experience has been very poor.

Impossible to reach by phone or in person

It appears that phone calls go unanswered, which is incredibly frustrating. I visited in person and was uncertain whether the practice was operating, as there was no sign of activity. I attempted to call while sitting in the reception area, yet heard no phones ringing at all. This experience was disappointing and worrying.

Hard to book appointments with this practice

It is very difficult to secure appointment slots at this practice. I observed what appeared to be a potential data handling concern during an interaction with the reception team, and the reception staff seemed disengaged overall. That said, the clinical staff are excellent and provide outstanding care, though the opportunity to see them is limited due to availability issues.

Phone queues make appointments nearly impossible

I received a missed call from the reception desk requesting that I return their call. After attempting to do so, I found myself waiting on hold for an extended period. The telephone system appears to be problematic, and this seems to be a common frustration among patients trying to make contact. It would be helpful if the process for reaching the practice were more straightforward.

Prescription delays left me without medication

I was quite disappointed with my experience at this surgery. I submitted a request for a repeat prescription four days in advance of when I needed it, as I was about to go away. However, I was informed that it wasn't prepared because it hadn't been authorised yet. I was advised it would require a further two to four days. This timeframe was longer than I've experienced elsewhere. I'm planning to register with a different surgery.

Impossible to get through on the phone

Obtaining an appointment at this practice proves extremely challenging. After numerous attempts to reach the reception team, I was eventually able to speak with someone who indicated that no slots were currently available. This situation feels frustrating, as attending emergency services is not an appropriate alternative. The practice would benefit from additional staffing resources to manage demand more effectively.

Impossible to get through on the phone

One of the least satisfactory healthcare experiences I've had, with persistent difficulties getting through to the practice. When contact is eventually made, appointment availability tends to be limited. I would not recommend spending time here and am considering switching providers. I wish better luck to others using this practice, as the service has left me feeling unsupported.

Receptionists make getting through difficult

The clinical staff are adequate, but the real issue is making contact with them. The reception team presents a significant challenge. My partner received a message on a weekday to call back, but attempting to reach the practice on a subsequent weekday proved unsuccessful throughout the day. Additional telephone support staff would be beneficial, as the current situation is quite frustrating.

Appointment booking system let me down badly

After attempting to secure a face-to-face appointment for more than a week, I was eventually offered one scheduled several weeks ahead. During the waiting period, I experienced significant discomfort and worry, only to receive notification that my appointment had been cancelled. Following multiple attempts to contact the practice, I was informed that the next available slot was approximately two weeks later and that only telephone consultations could be offered at that time. The appointment booking system appears to require substantial improvement, and the reception experience fell short of expectations in terms of responsiveness and support. The clinical staff themselves have been excellent and professional, which makes the difficulty in accessing appointments all the more frustrating.

Booking system makes seeing doctors impossible

This practice requires serious review as it does not appear to be functioning adequately. The appointment system is deeply frustrating. There seems little benefit to having clinical staff when it is nearly impossible to obtain a consultation, let alone an in-person appointment. I would be interested to hear from anyone who has managed to see a clinician at this surgery, as I have been unable to do so myself.