The Mill Hill Surgery

SUPERB AND HIGHLYPROFESSIONAL PRACTICE

I have been many years with this practice and ever from the GP's, admin., Pharmaists and all members of staff and team they are highly qualified, knowledeable, friendly and more at all times. I would recommend this brilliant practice without hesitation. ROBIN

Felt genuinely listened to and respected

To the wonderful team at this practice, The manner in which you approach patient care with compassion, dignity and genuine human connection is truly remarkable and has left a meaningful and enduring impression on me. Healthcare professionals like yourselves are an absolute asset to the medical field and merit recognition and gratitude for the profound positive difference you create in the lives of those you serve on a daily basis. ♡

Prompt appointment and courteous staff

I arrived for my appointment and was attended to promptly. The team demonstrated courtesy and displayed a good understanding of their role.

Called back promptly with genuine concern

Excellent experience, received a call during evening hours to discuss concerns about my symptoms. The staff member was incredibly supportive and approachable. I have consistently found the standard of care provided at this practice to be outstanding. Much appreciated.

Difficult process getting medical history sorted

I recognise that the team are working under considerable strain and I do value their efforts. However, I experienced significant difficulty in obtaining my medical records. The process involved considerable correspondence, which proved stressful given my need for the information. It seemed to me that providing more comprehensive support initially could have prevented the subsequent back-and-forth exchanges and potentially been more efficient for all involved. I would hope that the procedure could be streamlined to make things easier for patients going forward.

Helpful staff made me feel heard

I am very grateful for the excellent service provided by the surgery and its team. During my recent interactions, I would like to highlight the outstanding support I received from a member of staff.

Reception staff were dismissive and unhelpful

The reception staff came across as somewhat curt and unhelpful. The clinician seemed dismissive of my health worries. I felt that requests were met with negativity, with explanations that certain tests couldn't be arranged. My concerns were attributed to age-related factors, and I was advised to manage symptoms with over-the-counter pain relief. I felt the approach was dismissive of my needs and questioned whether cost-saving measures were being prioritised over patient care, particularly given my long-standing insurance contributions. This has been a disappointing experience compared to other practitioners I've seen.

Easy to book appointments and get treatment

I have been attending this practice for over 18 years. Throughout my time as a patient, I have consistently valued the high standard of care provided by the clinical and administrative team. I find the appointment system accessible and have received the treatment I require without difficulty. I would strongly encourage others to consider this practice.

Reception forgot about appointment slot

I arrived a few minutes late for my appointment and called ahead to notify the practice. However, I was kept waiting at reception for around 12 minutes. Once I checked in, I was asked to take a seat. The wait extended considerably, and when I inquired about the delay, the receptionist apologised and explained that the clinician scheduled for my appointment was unavailable. I was informed that this clinician had left the practice some years ago.

Swift referral support during busy period

I received excellent care from the clinical team and reception staff. I had concerning test results before the festive period and, despite the busy time of year and various operational challenges, the team quickly processed my referral letters. The reception staff were particularly helpful and supportive throughout the process. I'm very grateful for how promptly everything was handled.

Staff didn't listen to my concerns properly

I found the standard of care at this GP practice to be disappointing. The team's approach felt lacking in the professionalism, empathy and communication that I would expect in a healthcare environment. My concerns were not addressed with the attention I felt they deserved, and I gained the impression that patient care was not being prioritised as it should be. Healthcare should centre on providing support and understanding, yet my visit fell short of these expectations. I would encourage the practice to reflect on how their team engages with patients in order to enhance the overall experience.

Reception staff were dismissive during sample drop-off

Attended the surgery to submit a sample for analysis. The reception staff member's manner was unwelcoming and dismissive. The overall visit was unsatisfactory.

Reception didn't follow up on submitted concerns form

We had expressed concerns with several clinicians at the practice regarding our young son. We believed he might have a particular digestive condition and requested thorough investigation, but our requests were not acted upon. During one consultation, a clinician offered a suggestion regarding his diet that we found questionable and unhelpful. My wife and I were taken aback by the recommendation. We decided to seek care elsewhere the same day, and our suspicions were unfortunately validated shortly after. There is little else to add. On a separate occasion, I also requested to discuss other health matters with someone at the practice. I was asked to complete a form, which I submitted, but I did not receive any response or follow-up.

Busy surgery where staff stay calm and patient

The practice maintains a consistently high volume of patients, yet the staff continue to demonstrate genuine care, composure and warmth in their interactions. The clinical team displays professionalism and thoroughness, taking time to ask relevant questions, listen carefully and provide clear explanations that help put patients at ease without feeling hurried. The administrative and clinical support staff manage their responsibilities with sound judgment and considerable patience. The team's multilingual capabilities are also a valuable asset. It is reassuring to have such a service available locally.

Unhelpful response to online consultation request

This practice has fallen short of my expectations, and I found the consultation process frustrating. The clinician did not follow up with a phone call regarding my initial online consultation, which meant I had to submit another online consultation to continue the discussion.

Struggling to book appointments and see continuity

It has consistently been challenging to secure an appointment at this practice, and the situation appears to be deteriorating. When appointments are obtained, there seems to be a lack of continuity, with different practitioners each time who may not be familiar with individual patient histories.

Felt genuinely listened to and well supported

The healthcare professional at this practice goes far above and beyond to help!

Friendly phlebotomist made blood tests painless

The phlebotomist at this practice consistently demonstrates a warm and approachable manner, helping patients feel comfortable during blood draw procedures. The appointments are conducted efficiently with careful attention to minimising discomfort throughout the process.

Phlebotomist took time and made me comfortable

The phlebotomy staff member at this practice is exceptionally pleasant and approachable. They demonstrate genuine attentiveness to patient requirements and prioritise comfort throughout procedures. Their unhurried, methodical approach is greatly appreciated. This practice is fortunate to have such a dedicated member of the team.

Helpful reception staff made booking easy

Consistently supportive and accommodating