Hillside Practice

Reception staff made unsolicited medical claims during call

I contacted the practice to request a medical history letter for a historical compensation claim relating to a period of time off work. During this call, I also raised concerns about a serious health incident from 2021 when I experienced a prolonged hospitalisation. When I followed up about the status of my medical history form, the receptionist responded in a manner I found unexpected and upsetting, making statements that felt dismissive of my concerns without me having raised that particular topic. I felt that my experience was not taken seriously and that my account was not being listened to respectfully. I have experienced ongoing health difficulties that I attribute to events from that time, and I do not feel confident in returning to this practice for future care. I would prefer not to be contacted by the practice going forward.

Helpful doctors who listen and investigate

Excellent healthcare professionals based on my own experience. Very supportive and consistently willing to assist and investigate any concerns thoroughly.

Appointment system needs serious improvement

The appointment booking system is frustrating, with availability seeming largely dependent on chance, particularly for those with work commitments. The process could be significantly improved. It's concerning when urgent assistance is genuinely needed.

Quiet clinic with comfortable waiting areas

The waiting area offered ample seating with a modern check-in system and accessible facilities. The practice was pleasantly quiet and not overcrowded during the visit.

Practice lost my records request forms

I submitted a subject access request and provided the necessary forms to the practice. However, the forms subsequently went missing. When I followed up about this, I was told that I must have retained them, despite my explanation that I had handed them over. The practice was unable to clarify why the documents had not been scanned into the system if they had been received, which left me uncertain about what had actually happened to my submission.

Long waits and poor appointment availability

The practice appears disorganised and unhelpful. It is difficult to obtain appointments, and when prescriptions are not ready as expected, responsibility seems to be deflected elsewhere rather than addressed internally. Overall, the service has not met expectations in multiple areas.

Long-term patient values well-run practice

A well-organised practice that I have been attending for over three decades.

Impossible to get through on the phone

This medical practice has been disappointing. I have been attempting to contact them since they opened and have consistently encountered engaged phone lines. They really need to improve their telephone accessibility.

Struck off register with no explanation or warning

No stars at all! Had a positive experience when I first joined this practice around a year ago. Was attended to promptly and spoke with two excellent staff members. Attended for vaccinations without any problems in June. Called today for an appointment for the third week running, experiencing difficulty getting through due to busy lines, and managed to get through at 8:30 only to be informed I had been removed from the register. This is particularly concerning as my family members remain registered. I was told this may have happened due to a change of address or a returned hospital letter. I explained that neither of these circumstances applied to me and was asked to come in as soon as possible to complete their forms again. Upon arrival, I questioned whether previous forms should still be on file and was told they were, making my visit seem unnecessary. The receptionist's manner towards me was curt despite this not being an error on my part. The lack of communication and information provided by the surgery is troubling. I do not feel confident entrusting my health and my family's health to this practice. I am lodging a formal complaint.

Impossible to reach by phone for appointments

I have made numerous attempts to contact the practice regarding my daughter, but have consistently experienced difficulties with the phone line being unavailable or calls dropping. The appointment booking system only allows a one-hour window in the morning, and if you remain on hold beyond this time, you are not offered a callback option. There are no online booking alternatives available, leaving telephone contact as the only method. This situation has been ongoing for considerably longer than a year, which is why I have decided to register with a different practice.

Dismissed without proper consultation or care

Extremely disappointing experience. My partner had been dealing with a difficult health situation for an extended period, with symptoms gradually worsening. When they finally felt ready to seek professional support, they were informed that an in-person appointment wasn't necessary and were instead offered a short-term sick note with the suggestion that they would be ready to return to work shortly after. This approach felt dismissive of their concerns and the seriousness of their situation. It's hard to understand how this level of care aligns with professional medical standards.

Consistent care and friendly reception staff

I have been a patient at this practice for over seven years and have consistently experienced excellent service from all staff members I have encountered. I would strongly recommend it to others.

Online form gets quick doctor callback

I'm quite happy with my experience here and find it puzzling to read some of the critical feedback. While I acknowledge that getting through by phone during morning hours can be challenging, I've found the online consultation system to be a helpful alternative. My submissions are reviewed promptly by the clinical team who typically contact me the same day, and I was offered an in-person appointment within just a few hours of submitting my request. The clinician I saw was approachable and demonstrated strong professional competence :)

Receptionist kept passing me to call back tomorrow

Around seven months ago, I experienced what I felt was a diagnostic error at Hillside that had serious consequences for my health. Following this incident, I decided to pursue private health insurance. I currently have a shoulder issue and have been calling Hillside repeatedly requesting a referral, only to be repeatedly told to call back the next day. I also contacted my insurance provider, who advised me to request an open referral from the practice. When I made this request, the receptionist informed me that no one was available to assist and asked me to ring back in four days due to a bank holiday period. Overall, I found the experience frustrating and felt the service fell short of expectations. In a follow-up note, I received my open referral approximately a week after submitting this review. I felt that the staff should have possessed better knowledge of available options than I did as a patient. I was also disappointed that no apology was offered for the earlier situation or the difficulties experienced in obtaining the referral.

Staff were helpful and straightforward

I have consistently had positive experiences with the doctors and staff at this practice.

Impossible to get same-day appointments here

The appointment system is frustrating as it's difficult to get seen promptly when needed, with requests to call back the following week instead. There have also been ongoing issues with prescription handling. I'm considering registering with a different practice.

Practice has declined over recent years

I have been registered with this practice and its predecessor organisation for approximately five decades, and I have noticed a significant deterioration in standards over recent years. The service no longer meets the needs it is intended to serve. The feedback from other patients appears to accurately represent the current situation. I would find it more preferable to contact NHS 111 rather than visit this surgery.

Long phone queues made appointment access difficult

I called early in the morning seeking an urgent appointment and was kept waiting on the line for quite some time. When I eventually spoke to someone at reception, I was informed that there were no available slots for that day. I stressed that my situation was urgent, but was told that my reasons did not meet their criteria for an emergency appointment. I found this frustrating, as I felt the decision about what constitutes an emergency should not rest solely with reception staff. Beyond this issue, I was disappointed with the manner in which I was treated during the call. When I have managed to see clinical staff, they have generally been helpful and professional, though the quality of care does seem to vary depending on who you see.

Repeat prescriptions keep going missing

I have had an extremely frustrating experience with this practice. For the fifth consecutive month, my repeat medication request has gone missing. During a recent phone call, I was disconnected mid-conversation. I was also told that my prescription was ready for collection at the desk, but when I attended, it was not available. The reception staff member appeared distracted and seemed more focused on other activities than attending to patient needs. The overall service has been disappointing and I feel the practice would benefit from reviewing its administrative processes and staff performance. Managing prescriptions should be straightforward, and I have found the experience unreliable compared to other options available.

Reception team made me feel welcome

The reception team provided excellent service 😁