Hillcrest Surgery

Unprofessional staff breach basic data protection rules

The front desk staff demonstrate a complete lack of understanding regarding data privacy protocols. They seem to believe it's acceptable to loudly inquire about sensitive personal details from across the room. When I politely declined and requested that she approach the counter to discuss privately, she accused me of being discourteous. Are they unaware of the potential legal consequences for mishandling confidential information? Such a breach would be entirely unacceptable in my professional environment, and I'm astounded by their cavalier attitude towards personal data protection.

Efficient callback service saves time during busy hours

The callback feature managed by their receptionist is incredibly convenient. Since I'm swamped with work between 8am and 10am, this system allows me to avoid being stuck on hold, which is a huge time-saver.

Frustrating wait for essential medical information

I've been attempting to contact the medical office daily to obtain my blood test results, spending countless hours on hold, and after five days, I'm still without any information about my tests.

Terrible service and rude staff avoid at all costs

An absolutely horrendous establishment to deal with. The front desk staff display zero empathy and professionalism. They're riddled with bad attitudes and will abruptly end calls when they're caught making mistakes. I wouldn't even suggest this place to someone I despise - it deserves to be completely shut down. Absolutely no concern for customer service whatsoever.

Worst healthcare experience ever terrible service

Completely worthless. Botched my Cancer diagnosis and consistently fail to process my recurring medication orders. These people deserve a thorough investigation for their sheer incompetence.

Frustrating wait for doctor's office call

I'm anxiously waiting for that promised phone call. Earlier today, I attempted to schedule a medical consultation, and now I'm left wondering if the promised callback will actually happen today.

Worst medical service ever experienced in my life

These staff deserve to be fired, deliberately ignoring calls and displaying terrible attitude when they do answer, zero appointment slots ever available, physicians are completely incompetent and unmotivated, clearly avoiding their professional responsibilities while happily collecting paychecks, this entire operation should be terminated, squandering public funds, stuck on hold for ninety minutes starting at 2 pm, ultimately forced to hang up in frustration, every single employee needs to be dismissed!! Vulnerable people depend on these critical services and are being catastrophically abandoned, serious and potentially fatal medical conditions are blatantly disregarded and will receive no appropriate treatment, absolutely do not engage with this system!!!!!!! The entire organization must be shut down immediately

Worst customer service experience ever

38 attempts to connect. Constant engaged signal for 36 of those calls. The remaining 2 resulted in being disconnected after waiting 20 and 30 minutes respectively. Their entire operation is utterly ridiculous. I wasted over an hour trying to reach someone starting at 8am, which seems to be the only potential window for securing an appointment. Why on earth do they not offer advance booking options? I'm definitely filing a formal complaint. If the rating system allowed zero stars, that's exactly what I'd select.

Terrible service from unprofessional medical staff

Completely unacceptable. They fabricate false information and suggest a prescription review that the nurse never mentioned. It appears the receptionists have usurped the doctors' authority. When I attempted to provide more details, her exact response was "we're just going through the same routine, we don't have time for this." 😳 How incredibly disrespectful. My health matters, and my time is being squandered by such unprofessional staff. Absolutely appalling. Doctors, are you still present at Hillcrest?

Dangerous delay nearly cost me my life

I wouldn't even award this medical practice a single star. Attempting to contact them nearly a month ago proved futile, as I requested an e-consultant callback detailing my symptoms, but received absolutely no response. After a week of fruitless waiting, I was compelled to contact 111, who immediately advised me to go to A&E. By this point, my condition had dramatically worsened, and I discovered blood clots in both my lungs - a potentially preventable situation had I received timely medical intervention. To this day, I have NOT received the promised doctor's callback and have subsequently filed an official complaint against the practice. I am utterly astounded that this surgery continues to operate, and I am actively seeking an alternative medical provider to replace the completely incompetent Hillcrest Surgery on Twickenham Road!

Frustrating healthcare experience with poor communication

The pandemic undeniably transformed communication and social interactions. The front desk staff here are more challenging to navigate than royal guards. They frequently come across as dismissive and condescending. Scheduling an appointment is an arduous task, and their digital platform offers minimal accessibility. Continuity of care is nonexistent, as I'm constantly assigned different physicians, making it impossible to establish any meaningful connection. This practice is desperately in need of a comprehensive overhaul.

Frustrating and impossible medical appointment experience

After enduring a lengthy wait, struggling through multiple recordings and finally reaching someone at 8:20am, I was curtly informed by the receptionist that all appointments were fully booked, suggesting I try again tomorrow at 8am or visit in person. Based on my prior encounters, I know walk-in appointment requests aren't typically accepted. These receptionists desperately need training in basic customer service - don't they realize patients are the reason they have employment? The frustration of repeatedly failing to secure an appointment is so overwhelming that patients are left to continue suffering, completely defeating the purpose of having medical professionals. The situation has clearly worsened since the Dyas Road location shut down, making an already challenging process even more difficult.

Frustrating phone experience with medical surgery

I've been attempting to contact the Surgery for more than an hour, constantly encountering a busy signal. When I finally managed to connect and heard the recorded message, I was informed I was in a queue. I waited and waited, only to be met with the engaged tone once again! It's incredibly frustrating that they never seem to answer the phone, and this isn't the first time I've experienced this issue over the past few days. I'm deeply disappointed that there are no alternative medical practices nearby. Due to COVID safety precautions, I can't physically visit to schedule appointments. After nearly an hour of persistent trying, I eventually got through, and thankfully, the lady who answered was extremely helpful.

Terrible service and rats at this horrible clinic

Absolutely dreadful medical practice. The unpleasant white receptionist named Theresa is incredibly rude. It's impossible to communicate with their staff, making this the most terrible healthcare facility I've ever encountered. To top it off, they even have a rat infestation.

Horrible medical practice with zero patient care

The reception staff and doctors at this surgery demonstrate a complete lack of patient care. From my experience booking appointments for my mother, they only take calls at 8am, and after waiting 20 minutes, someone answered and immediately hung up. Frustrated, I drove down to make an appointment via intercom, only to be told bookings are exclusively phone-based at 8am on the same day. They claimed being fully booked was why they didn't answer the call, but my argument was simple: why make me drive down when a phone explanation would suffice? Their behavior is appalling and shows zero consideration for patients. While I'm fortunate to drive and the trip was quick, I'm concerned for elderly patients who must walk or use public transport and face such disrespectful treatment. I intend to escalate my complaint against this medical practice, believing they are undeserving of their professional license. I'm fully aware of the pandemic, and their current approach seems counterintuitive - wouldn't phone communication be safer for both staff and visitors, rather than forcing people to physically visit? It's incomprehensible that they employ administrative staff who seemingly do nothing but sit idle instead of answering crucial patient calls. The entire situation is infuriating and completely unacceptable.

Lazy receptionist fails elderly patient during pandemic

Encountered an extremely unprofessional receptionist - a white middle-aged overweight woman. Refused to help an elderly patient with her prescription. During a pandemic, forcing high-risk patients to repeatedly move back and forth to manage their own medication, when it would have taken mere seconds to input a birthday and print a form for the lady to complete. The receptionist's weight clearly hindered her ability to provide patient care. As an onlooker, I eagerly anticipate the day when technology replaces such inefficient staff. The customer service was abysmal, with a level of indifference and carelessness that defies description. The NHS should immediately withdraw funding for this practice. I strongly advise avoiding this medical center.

Frustrating deaf patient experience at medical clinic

Frustrating experience at the doctor's office when I tried to get their attention by ringing the doorbell, but nobody responded despite my repeated attempts. As a deaf individual, I find it incredibly challenging to communicate with their staff. My text messages go undelivered, and when I try to send them, they simply fail to go through. The lack of deaf awareness is infuriating. I even went to the neighboring pharmacy seeking assistance, and they just sent me back to the doctor's office. This whole situation is a complete waste of time and energy for someone like me who is deaf and struggling to access basic healthcare communication.

Impossible to reach doctors surgery by phone

I spent more than an hour attempting to reach the medical practice by phone, constantly encountering a busy signal. When I finally got through and heard the recorded message, I was informed I was in a queue. After waiting extensively, I was once again met with the engaged tone! Switching to my mobile phone yielded the same result. I squandered significant phone credit and am thoroughly irritated and exasperated! Being housebound means I cannot physically visit the Surgery myself! As a Diabetic urgently requiring more Insulin, this phone call was critically important to me!

Unprofessional and disrespectful medical care nightmare

i'm mortified to be associated with this medical professional due to their complete disrespect towards patients simply attempting to understand medication discrepancies. it feels like an interrogation despite having all the necessary details right in front of them. regarding my mom's medication, they first claim she hasn't been taking it since 2018, then change the story to 2019 - it's clear they're completely clueless. their incompetence is unacceptable, especially considering my mom struggles with anxiety and panic attacks, and the receptionist's behavior triggered a severe panic episode. i'm determined to expose this unprofessional conduct through media channels.

Terrible doctors never answer or care about patients

These are absolutely the worst medical practitioners in all of Birmingham. I have a better probability of hitting the jackpot than getting them to pick up a telephone call. I would never, under any circumstances, suggest these doctors to another living soul - this practice deserves to be shut down completely.