Hill Brow Surgery Pms Practice

Couldn't get through on the phone line

Attempted multiple times today to reach the practice to request a callback, but was unable to get through. The line was consistently busy and I was unable to speak with anyone. This was very frustrating.

Impossible to reach by phone

The telephone system appears to be inadequate for its intended function. It is consistently difficult to reach the practice by phone.

Long waits left me without essential medication

I was scheduled for a medication review but had to wait over a week before an appointment became available. When the appointment finally came through, there were no clinicians present to see me, so I've had to go without my regular medication for an extended period. The practice indicated they would arrange a supply within several days. This experience was frustrating. If you depend on daily medication, this practice may not meet your needs reliably.

Staff could improve their customer service approach

This practice appears to have earned its lower ratings for good reason. The team might benefit from being reminded that they are providing a service to patients. A training programme focused on customer service standards could be worthwhile.

Impossible to reach by phone for appointments

I have been experiencing significant difficulty reaching the practice by telephone, with the line remaining engaged for extended periods. After numerous attempts to get through, I was eventually told that no appointments were available and was advised to contact 111 instead. I followed this guidance, but when 111 referred me back to the practice, I was still unable to obtain an appointment. I am not usually one to express frustration, but I am currently experiencing considerable pain and have discovered a concerning physical symptom that is causing me worry. As a single parent with two children depending on me, attending accident and emergency is not a practical option. This situation has left me feeling let down by the service I have received.

Difficult to reach by phone during booking hours

Not a poor medical practice. However, it is extremely difficult to make contact with them. You need to call during a very narrow window in the morning to have any chance of getting through. When you do ring, you end up waiting on hold for extended periods only to be disconnected; then you have to call back and start the entire process over again from the beginning of the queue.

Prescription ordering takes far too long

What a frustrating experience this surgery has been. Ordering medication seems to take an excessive amount of time, sometimes up to several days. There have been occasions when prescriptions haven't arrived as expected. Additionally, getting through by phone can be incredibly time-consuming, often requiring hours of waiting.

Staff squeezed me in before closing time

Excellent service received. I attended with a minor injury and the team accommodated me shortly before the end of the day, which prevented the need for hospital attendance. Medication was prescribed and my condition has since resolved completely. The staff demonstrated professionalism and flexibility by arranging to see me despite not having a scheduled appointment slot available.

Receptionist went the extra mile during busy times

Called on behalf of a family member with a long-term condition and despite being under considerable pressure, the reception staff member was exceptionally accommodating and managed to schedule a telephone consultation with a clinician. This is not my usual practice, but I was genuinely impressed by the attentive service and professional approach demonstrated during these challenging circumstances.

Phone queues manageable, appointments always available

I originally joined this practice following a recommendation and have found them to be excellent healthcare providers. At my first appointment, I received medication for a condition that had previously been dismissed by medical professionals elsewhere. Since then, one clinician departed but made a helpful referral to another practitioner who has been wonderful. I have consistently felt well-supported in managing complex health needs and have been able to secure appointments when required. While there can occasionally be minor delays when calling, these are always manageable. I would not consider leaving this practice as I believe it provides outstanding care.

Can't get through on the phone line

My relative has recently been discharged from hospital and I have been attempting to contact the practice to speak with a clinician about their care, but the telephone line appears to be constantly engaged. I am uncertain how local patients manage to get through.

Impossible to reach by phone when you need them

I understand there may be challenging circumstances currently, but I'm frustrated after spending over half an hour attempting to reach the practice only to encounter a continuously engaged line. This makes me question whether incoming calls are being answered at all. I contacted the out-of-hours service regarding a matter causing me significant discomfort, and they advised me to get in touch with my surgery. However, I'm unable to even reach the reception team to request a callback from a clinician. I rarely need medical attention, but when I do require it, being able to make contact with the practice would be greatly appreciated.

Couldn't get through on the phone line

Experienced significant difficulty reaching the practice by telephone, with repeated attempts resulting in engaged lines. Found the reception service to be unsatisfactory.

Phone lines not answering when desperately needed

The service has been disappointing recently. I have a very young infant and urgently need to speak with someone, but the phone lines are not connecting. I visited a few weeks prior myself and had to attend in person. There was no queue at reception and the waiting area was empty. When I approached the desk, the staff members were not answering calls despite the phone ringing repeatedly in the background. I have previously had positive experiences at this practice but am concerned about what appears to be happening currently. The standard of service feels inadequate, and while everyone recognises the broader challenges affecting healthcare, it seems consultations are being conducted remotely even when in-person assessment might be more appropriate.