Penn Hill Surgery
Poor! (83 reviews)
Poor! (83 reviews)
Feedback reflects significant challenges with appointment access and booking systems, which dominate patient concerns. Extended waiting times on phone lines, malfunctioning online booking platforms, and restricted appointment availability windows create substantial barriers to care. Reception experience is mixed, with some patients reporting helpful and compassionate staff whilst others describe dismissive or discourteous interactions. When patients do access care, medical staff including doctors and nurses are frequently praised for professionalism, compassion, and quality treatment. However, communication gaps emerge around test results, medication management, and follow-up care coordination. The practice environment requires attention, with reports of outdated facilities and limited waiting area amenities. Positive themes include same-day appointments for urgent cases and responsive care once access is achieved, though these remain inconsistent across patient experiences.
Key service improvements needed centre on booking system functionality and phone accessibility. The Ask My GP online system experiences frequent technical failures, and telephone queues regularly exceed 30 minutes with calls disconnecting. Reception staff capacity appears stretched, affecting both courtesy and responsiveness. Patients report particular difficulty scheduling routine appointments and medication reviews, with some experiencing gaps in prescription continuity. Whilst clinical care quality receives consistent praise, the pathway to accessing that care remains frustratingly difficult for many patients, leading some to seek alternative providers or emergency services.
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Feedback reflects significant challenges with appointment access and booking systems, which dominate patient concerns. Extended waiting times on phone lines, malfunctioning online booking platforms, and restricted appointment availability windows create substantial barriers to care. Reception experience is mixed, with some patients reporting helpful and compassionate staff whilst others describe dismissive or discourteous interactions. When patients do access care, medical staff including doctors and nurses are frequently praised for professionalism, compassion, and quality treatment. However, communication gaps emerge around test results, medication management, and follow-up care coordination. The practice environment requires attention, with reports of outdated facilities and limited waiting area amenities. Positive themes include same-day appointments for urgent cases and responsive care once access is achieved, though these remain inconsistent across patient experiences.
Key service improvements needed centre on booking system functionality and phone accessibility. The Ask My GP online system experiences frequent technical failures, and telephone queues regularly exceed 30 minutes with calls disconnecting. Reception staff capacity appears stretched, affecting both courtesy and responsiveness. Patients report particular difficulty scheduling routine appointments and medication reviews, with some experiencing gaps in prescription continuity. Whilst clinical care quality receives consistent praise, the pathway to accessing that care remains frustratingly difficult for many patients, leading some to seek alternative providers or emergency services.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Angie V.
7 years ago
Bad!
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.
Charly B.
7 years ago
Excellent!
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.
Robert K.
7 years ago
Bad!
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!