Penn Hill Surgery

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.

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.