Penn Hill Surgery

Smooth afternoon ride downtown

Cozy, swift, and hushed.

Frustrating wait times at this clinic

Scheduling sessions at this facility proves challenging, with long wait times and limited availability making it frustrating to secure a convenient time slot.

Phone-obsessed staff ignored waiting patients

The reception staff demonstrate a completely impractical approach to patient interactions. When you arrive in person, both front desk employees remain engrossed in phone conversations, disregarding the crowded waiting area. Similarly, attempting to contact them by phone results in an exasperating wait of around five minutes, regardless of whether there are other callers or not. Their current operational method is fundamentally flawed and requires significant improvement.

Friendly pharmacy team through the years

Over the years, I've consistently received excellent assistance from the pharmacy staff, and they have always been supportive during my visits.

Cancelled while pregnant and feeling sick

I arrived 12 minutes past my scheduled time, and as a result, they terminated my appointment. I was pregnant and unwell for a week, which was my reason for booking the visit. Because of my 12-minute delay, they completely canceled my appointment. It was absolutely terrible.

Confused about my pre-diabetes diagnosis

I'm uncertain about the events at Penn Hill Surgery following my blood test. The Receptionist provided my results and informed me I'm now pre-diabetic, which left me puzzled. No guidance was offered about next steps. When I phoned back seeking clarification, I was told a health Coach could contact me. While they did call eventually, I had to initiate and pursue this follow-up myself. This level of service is inadequate. Penn Hill Surgery needs to significantly enhance their patient communication and support process.

Receptionist missed my urgent health concern

I reached out to my general practitioner after consulting 111 over the weekend due to my deteriorating condition. I urgently requested a doctor's consultation, and the receptionist submitted a request through the ask my gp system, which seemed to be malfunctioning that day. Surprisingly, the receptionist categorized my request as "not urgent," leading to an extensive wait for a doctor's call. As my health continued to decline, I was ultimately forced to visit the Emergency department. I am thoroughly appalled by the receptionist's handling of my case, as it clearly warranted an urgent response given my interaction with 111.

Waited 90 minutes and got dropped

Substandard healthcare service. I initiated contraceptive medication and needed a routine review. The first scheduled appointment I couldn't attend, which was understandable. During my second attempt, I endured a 90-minute wait before departing, only to immediately receive a missed appointment notification. Prescription collection has since become challenging. I requested a pill review via text in late September and was offered an appointment not until October 27th. Upon attempting to collect my medication today, I discovered they had completely removed my prescription from NHS records, instructing pharmacies to deny even emergency supplies. I'm now unable to continue my daily medication until late October, which is completely unacceptable. The entire process demonstrates terrible communication, unprofessional conduct, and an alarming lack of patient care. Their website offers no meaningful method for addressing concerns, and problem resolution seems virtually impossible. As a direct result of this experience, I am definitively changing medical practices.

Terrible phone wait during urgent health need

Tried contacting Askmy Gp customer support and it's been a complete waste of time. Spent over half an hour on hold, and still no one has picked up the phone to assist me.

Rude receptionist ignored my elderly mom

I'm not a patient at this medical practice, and I'm grateful for that. My mother is, and I was completely shocked by the receptionist's lack of compassion during a recent phone call. They were the most callous individual I've ever encountered, and I intend to bring this matter to the practice's attention. Older patients should be treated with dignity and care, not made to feel like an inconvenience. You should be deeply embarrassed by your behavior... this rating is far too generous!

Sad decline of a once-great surgery

This surgical center used to operate smoothly in the past, but has since declined significantly. It's truly disheartening. I'm skeptical about the working conditions for employees. While a few staff members remain compassionate, the overall situation feels detrimental to both the community and the team's morale.

Parking nightmare almost ruined my morning

Finding a spot was an absolute nightmare, and I almost didn't make it to my scheduled meeting on time.

Quick care when I needed help

Recently, I've been struggling with a severe illness, battling a high fever and a persistent, deep chest cough. Throughout the past fortnight, the medical practice has been incredibly supportive, offering me three separate consultations with different physicians and coordinating comprehensive hospital diagnostic tests. Moreover, when the initial prescription they provided had potential side effects that would have required me to avoid sunlight for an extended period, they promptly adjusted the medication to better suit my needs. Their entire approach was thoroughly professional and genuinely compassionate, which I deeply appreciate.

Receptionists made my stressful day better

I want to express my appreciation for the outstanding service provided by your front desk staff. They are remarkably competent, compassionate, and supportive. Moreover, their ability to inject a bit of humor into interactions is particularly welcome during stressful moments - ladies, please continue your fantastic approach.

Worst support I've ever dealt with

These folks deserve the absolute lowest rating possible - their customer assistance is completely unacceptable and frustrating beyond words

Useless receptionists made getting help impossible

The reception staff are incredibly unaccommodating, constantly directing patients to Askmygp for booking appointments, which is completely ineffective due to its extremely limited availability. My only option for securing an appointment was to contact 111, after which the staff suddenly became cooperative. These are undoubtedly the most incompetent and disinterested medical practice receptionists I've ever encountered, showing absolutely no concern for patient needs.

Frustrating system that interrupts everything

Interrupts constantly while composing a message. Mobile devices perpetually disabled. Completely ineffective. Absolutely the most terrible general practice clinic in Somerset.

Constant app frustration and unhelpful staff

The app is perpetually malfunctioning, either completely unavailable or abruptly shutting down mid-request. The receptionists are overwhelmingly unhelpful, with many displaying a dismissive and discourteous attitude, even denying any technical issues when confronted. They only become cooperative when 111 intervenes and forces them to schedule an appointment, which is absolutely absurd that external services must compel basic customer service. Adding to the frustration, today's experience was even worse - the app remained entirely non-functional, phone lines were continuously engaged, and after enduring a 7-minute wait and being 6th in the queue, the call was suddenly disconnected with no possibility of reconnecting. My unequivocal advice is to avoid this medical practice if you have any alternative options available.

Booking process drove me crazy

Truly frustrated by the booking process and the complexity of scheduling an appointment. I want to be clear that my critique is not directed at the employees, but I must express my genuine dissatisfaction with the system.

Frustrating care and no doctor contact

My spouse is associated with this medical clinic and is genuinely attempting to obtain assistance, but whenever he attempts to contact them, he is redirected to another service. Throughout his entire time with this practice, he has never even met his assigned physician. Moreover, he is currently on some potent medications that require a comprehensive medication review every half-year, yet he has not received such a review.