Penn Hill Surgery

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.

Frustrating wait for a simple medical check

I've been a patient at Pen Hill Surgery since my teenage years. While I understand that changes are supposedly for improvement, the reality is far from it. Getting an appointment seems impossible, and the receptionist's demeanor only adds to the frustration. My husband requires a medical exam every five years (at his own expense) to maintain his job, which has been a challenging process. Securing an appointment was incredibly difficult, with the only option being to arrive at the surgery by 8:30 am. When he needed follow-up tests, he was given an appointment in early December, which was cutting it too close for his professional requirements. Ultimately, we had to seek medical attention at the hospital. The receptionist's unhelpful attitude and dismissive response of "what do you expect me to do" was infuriating. If I could give zero stars, I absolutely would.

Caring doctors who understand my mental health

I'm thoroughly impressed with this medical practice. Despite currently experiencing some psychological challenges, I've consistently been able to secure same-day consultations. For additional healthcare needs like contraceptive services and minor procedures, I've typically been scheduled within a week. The medical staff, particularly the nursing team, are incredibly compassionate and attentive, always taking the time to understand my individual requirements and create a supportive environment. I always feel completely at ease discussing my health issues and sharing any worries. While there can occasionally be some difficulty reaching reception and slightly extended wait times, the front desk staff remain consistently friendly and helpful when contact is made.

Terrible phone wait on busy morning

Zero rating! Absolutely terrible customer service. Spent thirty minutes waiting on hold for the appointment line, just to be told they have no available slots today and can't schedule anything for another fortnight. They don't even start booking appointments until 8:30 in the morning!! How incredibly inconvenient is that? Some of us have jobs, for crying out loud!