Penn Hill Surgery

Frustrating wait times and unhelpful staff

I've been a patient at this medical practice since childhood and was satisfied until recently. Getting an appointment with a doctor has become increasingly difficult, and booking is no longer straightforward through reception. Instead, you must use ask my GP, which only accepts online requests for a brief 8-15 minute window. Additionally, I found a recent phone consultation with a doctor to be unprofessional, and I felt like an unwelcome burden during our interaction. As a result, I'm actively seeking a new healthcare provider.

Rude receptionists ruined my 25-year relationship

I've been a loyal patient at this medical practice for a quarter-century, but the quality of service over the past five years has been utterly unacceptable. The reception staff are shockingly discourteous, disrespectful, and completely unprofessional! After unsuccessfully attempting to schedule an appointment by phone and finding the online booking system non-functional, I personally visited the surgery as my last resort. I was confronted by an incredibly dismissive employee who couldn't be bothered to even glance up from her laptop while I was speaking. When I requested a complaint form, she and her colleague responded with mockery, laughing and making me feel humiliated by suggesting the form was pointless. How can healthcare professionals become so callous and indifferent? My heart goes out to elderly and vulnerable patients trying to access medical care at this facility, and I sincerely hope management implements substantial improvements to address these serious shortcomings.

Impossible to get a doctor's appointment

Absolutely dreadful medical practice! The front desk personnel are discourteous and dismissive. Scheduling an appointment is virtually impossible unless you contact your GP precisely at 8am sharp. I attempted to book a slot, only to be redirected to an online system that was simultaneously declared non-functional! I'm now completely blocked from seeing or communicating with any medical professional! This isn't an isolated incident - it's a recurring nightmare. What began as a minor health concern has now escalated to requiring hospital intervention! I'm ready to abandon this entire practice due to the constant frustration and barriers preventing basic healthcare access. Their management is incompetent, and I'm certain my health has deteriorated because treatable conditions are being ignored by this absurd, dysfunctional system!

Receptionist ruined my entire medical visit

Utterly appalling customer service. The receptionist positioned near the entrance displayed an inexcusable level of rudeness and dismissiveness. I am preparing to file a formal complaint and will be transferring my medical care to another practice immediately. Absolutely livid.

Rude receptionists ruined my medical visit

This medical facility is an utter disaster. The front desk staff are without doubt the most obstructive individuals I've ever encountered. Whenever you try to convey the urgency of your medical concern, they become defensive and provoke unnecessary confrontations, which is completely counterproductive. Their appalling attitude and lack of basic interpersonal skills completely undermine the excellent work performed by the doctors, and their behavior is shockingly unprofessional and inappropriate.

Terrible care for my asthmatic child

My child has battled asthma since infancy, and the medical care he's experiencing at this facility is utterly unacceptable. Despite your claims of addressing concerns, you've done absolutely nothing to assist him. You appear to believe you're providing excellent service, but the reality is you should be deeply embarrassed by how you treat patients. Your conduct is shameful, and I fully intend to escalate this matter and hold you accountable for your negligence.

Worst flight ever on tuesday night

Absolutely dreadful!

Friendly doctor during covid really listened

I visited this medical facility for my initial consultation amid the pandemic protocols. The entire team adhered meticulously to the safety regulations and maintained a welcoming demeanor. The physician was exceptionally compassionate and carefully reviewed my medical background after I brought it up. My experience here significantly surpassed my prior medical appointments in terms of quality and care.

Wasted hour trying to use askmygp portal

I found myself completely frustrated, spending an hour battling with askmygp and getting absolutely nowhere. After enduring a lengthy wait in their phone queue, I finally reached a staff member at the surgery. When I described my login difficulties, their response was utterly unhelpful - they claimed they couldn't assist me and simply advised me to keep attempting to use askmygp. Upon challenging this response, I was met with the same dismissive "sorry, we can't help" attitude. I'm absolutely shocked by this experience. This goes beyond mere poor service - it represents a total failure to provide any meaningful customer support whatsoever!!

Long wait led to disconnected call

Unable to make an online reservation, the GP's booking system is unavailable, initially positioned as caller number 9, then slowly working down to caller number 1. After half an hour, the call abruptly disconnects. Absolutely appalling customer service.

Caring doctors who really listen

I am incredibly grateful for the exceptional care provided by Penn Hill Surgery. Their staff consistently demonstrates kindness, empathy, and utmost professionalism. My sincere appreciation goes out to the entire team. I wholeheartedly endorse their services.

Helpful staff during long medical wait

The challenges associated with this medical procedure are fairly common in current healthcare settings, and I believe the front desk staff here make a commendable effort despite challenging conditions, consistently demonstrating a helpful and compassionate approach. While scheduling appointments can involve significant waiting periods, they have implemented a protocol that permits urgent cases to receive timely attention when necessary.

Frustrating prescription process at local clinic

Obtaining a repeat prescription from this medical practice is a cumbersome process. The thought of calling to schedule an appointment fills me with anxiety, as the phone lines are perpetually busy and when someone finally answers, the earliest available slot is invariably weeks in the future.

Endless wait on customer support line

I've been waiting on hold for a quarter of an hour, designated as the first caller in the queue, yet no representative has picked up the line.

Endless waiting on the phone line

Been attempting to contact the medical practice for over half an hour, and just as I finally reach near the front of the queue, the phone system drops the call and starts ringing again.

Long wait times are killing me

I've been a patient at this surgery for over two decades, and their service has dramatically declined. Recently, I was stuck on hold for 39 minutes just to schedule blood tests and a B12 injection, only to secure an appointment three weeks out. I urgently need a medication review with a doctor or nurse but can't get an appointment until June 10th - a three-week wait! This means I'll be unable to continue my medication. The surgery has sent a month's supply to the pharmacy and now expects me to pay for two separate prescriptions: one for a month and another for two months. This will cost me nearly £20 in prescription charges, compared to my usual single charge for three months of medication. Normally, I'd pay just one prescription fee, but now I'm being forced to pay multiple times due to their inefficiency. The surgery's service is absolutely appalling and continues to deteriorate!

Endless wait just to book a doctor's visit

I have been a patient at this medical practice for more than two decades, and throughout this time, the physicians and support team have consistently demonstrated warmth and understanding. Nevertheless... While I acknowledge that Yeovil's population has grown significantly since I first registered, securing a medical appointment has become incredibly challenging. Just moments ago, I endured 12 excruciating minutes trapped in a phone queue as "caller number 6". The previous day was equally frustrating, with 15 minutes spent gradually advancing to the first position, only to be met with an endless ringing that ultimately prompted me to disconnect in sheer exasperation. Attempting to schedule an appointment online proves equally futile, with availability perpetually showing as zero. I'm confident the receptionists are not to blame, but the entire booking system desperately requires a comprehensive redesign, with a particular focus on creating a functional online appointment reservation process.

Frustrating wait times and unhelpful staff

Outdated medication fulfillment system that unnecessarily complicates patient healthcare experiences.

Waited 13 days for a disappointing visit

I've been a patient here for three decades and typically avoid medical visits unless absolutely necessary. It's been over two years since my last doctor's appointment. Today, I called to schedule a consultation for an ongoing health issue. Three different pharmacies advised me to see a physician. The earliest appointment they could offer was 13 days from now! To make matters worse, they got my name wrong, the details were incorrect, and I'm a working professional. Listen up, Mr. Penn Hill, I've finally seen a doctor today, but this whole process has been a complete waste of my time.

Friendly doctors who really listen

What an exceptional medical procedure! The entire team radiates warmth and positivity. Having been a long-time patient, I would enthusiastically endorse this practice to anyone seeking healthcare. I extend my heartfelt gratitude to Dr Nott-Bower and Dr Cusman for their compassionate and professional approach. These remarkable general practitioners truly excel at attentively hearing patient concerns and providing outstanding treatment recommendations. Their care is deeply valued! The nursing and administrative staff are equally delightful. Patients can sometimes be challenging and inconsiderate, and it would be wise to pause and appreciate the tremendous dedication these healthcare workers demonstrate. A little kindness and respect can make a significant difference! Courtesy is truly a powerful tool in human interactions.