Penn Hill Surgery

Awful support when struggling with mental health

Absolutely deserves less than a 2-star rating. I've been with this company for more than 12 months, struggling with mental health challenges. When I attempted to discuss my concerns, they were completely unhelpful. My GP's office is consistently unavailable because of staffing shortages, and when I tried to seek support, they simply hung up on me.

Melanie helped me sort things out fast

After my initial difficulty reaching my general practitioner's office, I successfully connected with the surgery, and Melanie Yeo was incredibly prompt and effective in resolving my issue without delay.

Terrible customer service nightmare

Terrible customer service with dismissive employees. They consistently ignore complaints and refuse to schedule appointments, and I'm certainly not alone in experiencing this frustrating treatment.

Frustrating wait for back pain support

I'm seeking a medical certificate due to my back pain, which prevents me from working until December 21st. I've been waiting two weeks for a call from the doctor, but only received a message referring me to physiotherapy. I urgently need to have a direct conversation with a physician about my situation.

Frustrating app blocked my medical access

Unable to reach them via AskmyGP. The single time I managed to connect by phone, they told me appointments are exclusively available through the app. However, the app won't let me log in. Completely ridiculous healthcare service.

Awful service from Angela at terrible surgery

I'm convinced this is the most incompetent medical practice nationwide. The receptionist Angela is particularly terrible and absolutely unfit for her role. When I reached out about a potentially critical health issue during their published operating hours, I was predictably dismissed and directed to use the "ask my gp service" - with the standard response that all appointments are booked and I should call back another day between 8:30 and 9:30. It was 8:50 - well within their stated timeframe.

Frustrating phone system needs better communication

The phone communication is utterly inadequate; they should implement an instant messaging platform for routine inquiries, diagnostic outcomes, and similar matters. Such a system would effectively unclog the telephone lines, ensuring they remain available for critical medical emergencies.

Gp app fails during morning booking window

For the past three and a quarter weeks, I've been attempting daily to schedule a consultation through the ask my gp app during its designated hours of 8:30 to 9:30, only to consistently encounter a system that's unavailable. The level of service is absolutely unacceptable.

Impossible to get a simple appointment

Total time squandering experience. Impossible to secure a consultation without navigating through Ask my GP. Explicitly denied an appointment despite being directly on the phone with them. The Ask My GP website instructs that for genuinely urgent matters, one should call the surgery. Yet the receptionist never inquired about the urgency or nature of my request. My work schedule prevents me from accessing emails during the ridiculously narrow timeframe of 0830-0930, if you're fortunate. Not everyone has the luxury of sitting in front of a computer all day. I rarely seek medical attention, sometimes going years between visits, and when I genuinely need assistance, they go out of their way to discourage me. I've heard complaints about appointment difficulties, and now I understand completely. It's no surprise Accident and Emergency departments are overwhelmed - they're essentially performing the tasks you're failing to do. You must take great pride in this approach; I would be mortified to be associated with such a service.

Nurse E. Law made my blood test smooth

5 stars solely for the staff. My experience has been excellent. The personnel are accessible and highly skilled, despite being incredibly swamped. The physician was both kind and precise. The front desk representatives demonstrated remarkable professionalism. I particularly want to highlight nurse E. Law who conducted my blood test - she was absolutely phenomenal. Once you're inside the medical facility, everything runs smoothly... the challenge lies in the preliminary process, where you must feel quite unwell before gaining entry😅

Impossible to reach customer support

Higher likelihood of hitting the jackpot in the lottery than actually connecting with a human or securing a booking slot

Caring doctors who feel like family

I hold immense appreciation and regard for each staff member at this medical practice. Having relocated from London 12 years ago, my health has deteriorated, yet I'm profoundly grateful to be here. Were I to fall sick in London now, I'm deeply concerned I might not have pulled through. We will consistently stand behind Penhill surgery, despite occasional disagreements - much like family members who may quarrel but always know issues can be worked out because of the genuine compassion shown by everyone here. Thank you Penhill 😷❤❤😷 Maria & Laszlo Clements.

Amy saved the day for my passport

I was seeking assistance with obtaining a document for my daughter's passport application, and Amy was incredibly supportive. She went the extra mile to resolve my request efficiently and effectively. The service was outstanding, and I am truly appreciative. Many thanks to Amy - she truly deserves top marks! ✨

Blonde receptionist Amy's compassionate support

I want to highlight the exceptional performance of the young blonde receptionist, Amy, who consistently demonstrates outstanding professionalism and warmth when interacting with clients. I observed her compassionate approach firsthand when she skillfully handled a distressed woman experiencing significant emotional difficulty related to medication access. Her gentle demeanor and willingness to invest personal time in ensuring the individual's emotional well-being was truly heartwarming. Amy embodies genuine care and represents a critical asset to her workplace, providing support that goes far beyond standard customer service.

Worst reception staff i've ever dealt with

Getting in touch with the reception was an exercise in frustration, and their level of assistance was practically nonexistent. The whole experience was utterly ridiculous.

Compassionate doctor helped my mom today

I recently visited Dr. Talbot for my mother's medical consultation and was thoroughly impressed by her compassionate, tactful, and highly professional approach to patient care. My sincere appreciation goes out to her for her excellent treatment.

Receptionist Angela made my day worse

Generally, my experience with the service has been quite good, with most receptionists being pleasant, courteous, and supportive. However, I've recently encountered Angela on two occasions, and her demeanor is markedly different - she comes across as discourteous, curt, and seemingly disinterested in her work and the patients she serves. Her interpersonal skills could definitely use some improvement.

Unhelpful staff during family medical crisis

Securing assistance for my elderly mother proved to be an immense challenge a few years back when she was hospitalized. Two nurse home visits had supposedly declared her well, but after a friend's visit, she collapsed and was urgently admitted to Yeovil Hospital. Upon personally visiting the surgery to discuss the matter, I encountered a staff member who was extremely discourteous. Being non-local, I couldn't return to follow up, so I ultimately collaborated constructively with Yeovil Hospital to facilitate her homecoming. Currently (Dec 2021), I find myself in a comparable predicament with my mother back in the hospital. I'm deeply anxious about attempting to contact the surgery again for support. As a result, I'm exploring alternative medical practices, given that she lacks internet access and cannot successfully communicate with anyone.

Long wait but worth the help

During these challenging circumstances, the practice offers valuable support. While the initial phone wait can be lengthy, the receptionist proves incredibly accommodating and compassionate once the call is connected. Compared to other medical offices my acquaintances visit, this practice demonstrates significantly more commitment to patient care. The in-person welcome and greeting service is particularly commendable. Sincere appreciation for their efforts 🙏

Impossible to reach my gp in 10 minutes

Getting medical assistance here is a nightmare. Communication with healthcare professionals seems deliberately obstructed. Surely someone seeking medical advice must have a genuine health concern! The only contact method is through their website's GP inquiry section, but it's restricted to an absurdly narrow time slot that varies daily. Some days, like Thursday, you're limited to a mere 10-minute window. I'm baffled by how their availability has become even more restricted compared to the peak of the pandemic. Their scheduling approach makes absolutely no sense - it's as if they're intentionally making it challenging for patients to access basic healthcare support.