The Mill Hill Surgery

Quick prescription responses through the NHS App

Attended for a blood sample today and as always, this surgery continues to be a pleasure to visit. The staff members are consistently friendly and welcoming whenever I attend appointments or make contact via telephone. I regularly use the NHS App to request prescriptions and have found the turnaround time to be impressively swift. On previous occasions, I have submitted requests in the morning and collected my medication from the pharmacy by evening. Credit is also due to the pharmacy for their efficient service.

Clear explanation of next steps given

I visited the practice recently to go over my test results. The clinician was courteous and provided clear guidance on the steps I should take and the ways they could support my health improvement. I found the experience very satisfactory.

Friendly and efficient blood test appointment

I had a wonderful experience during my blood test appointment. The healthcare professional who assisted me was warm and approachable, demonstrating professionalism throughout. The procedure was completed efficiently and I felt at ease during the visit.

Phlebotomy appointment was quick and painless

The phlebotomy staff member provided excellent service, demonstrating professionalism and efficiency. The procedure was performed skillfully with minimal discomfort. Much appreciated ☺️

Friendly staff made booking straightforward

Highly organised and welcoming experience.

Receptionists made me feel genuinely welcomed

I have been a patient at this surgery for over a decade. The reception team has consistently demonstrated helpfulness and a welcoming demeanor throughout my time there. The clinical staff have provided excellent care, consistently showing genuine concern for my wellbeing and recommending appropriate investigations when needed. All interactions have been conducted with professionalism and compassion. I am very grateful for the standard of care I have received at this practice.

Online booking shows appointments weeks away

I continue to experience difficulties accessing timely appointments at this practice. When seeking an appointment sooner than two weeks away, I am advised to either attend A&E or monitor the online booking system regularly for potential cancellations. The practice does not appear to offer urgent appointment slots. This approach seems inefficient in terms of NHS resource allocation, as it may push patients toward emergency services rather than primary care. This has been a persistent issue at this surgery. Update: I attempted to book through the online system and found that the earliest available slot was several weeks away. I find this level of service unsatisfactory and believe it falls short of expected NHS standards. I intend to escalate this matter through the formal complaints process.

Getting an appointment here is straightforward

This has genuinely improved, particularly when it comes to booking an appointment. Excellent effort from the practice.

Receptionist was polite and appointment ran on time

It was a positive experience overall. The reception staff member was courteous, and my appointment ran on schedule. The clinician demonstrated kindness, gave careful attention to my concerns, and performed a thorough assessment. I received an appropriate prescription, and the entire visit proceeded without any issues.

Appointment access remains frustratingly difficult

Difficult to secure an appointment availability Reception team has made progress but continues to pose personal questions Certain clinicians appear to lack competence Typical wait extends beyond 40 minutes even when arriving at scheduled time Some practitioners do not always appear familiar with patient records

Administrative chaos made scheduling appointments impossible

I relocated to this surgery a few months back. The clinical staff are excellent, however the back-office operations are problematic and this is making me seriously think about switching practices. My child is 4.5 months old. She had a vaccination appointment scheduled for the 3 month round with this surgery. However, due to a medical issue (she required antibiotics and we were advised to postpone her appointment) I requested an appointment the following week but the administrative staff informed me there were no slots available until the following month, which would coincide with her next vaccination round. I offered flexibility with timing if they could possibly fit me in as I was concerned about further delays. I had attended the previous appointment and am aware that vaccination appointments are brief, so it seemed unlikely they couldn't make space. I ended up arranging a private vaccination and paying out of pocket to prevent additional postponement. At our 2 month checkup, I was asked to attend my own appointment first with the child's vaccination scheduled for the afternoon due to lack of availability, though fortunately the clinical team managed to see us both during the morning visit. Then her 4 month appointment came around. This had been scheduled and booked several weeks prior. I was travelling and received notification that due to unforeseen circumstances, the appointment was rescheduled two weeks later. There was no explanation provided, and no one contacted me to confirm we could attend at the new time. I received a reminder the day before the appointment. When I arrived this morning, I was told the appointment had been cancelled and they were unaware I hadn't been notified, with no clinical staff available to administer the vaccination. So once again her appointment has been delayed by a month. The level of disorganisation has been genuinely frustrating. It's challenging to get a young child ready and to appointments, and it's really disappointing when you cannot depend on appointment times being honoured.

Quick appointments with attentive staff

Every member of the clinical and administrative team I've interacted with has demonstrated attentiveness, helpfulness, and compassion. I'm able to secure appointments without significant delays and experience minimal waiting periods both during the booking process and when attending the surgery. Prescription requests are processed promptly as well. My consultations with clinicians feel unhurried, and I receive thorough explanations of available options and any medications recommended to me. I'm genuinely satisfied with the standard of care at this practice and consistently have a positive experience with each visit.

Reception helpful but appointment availability is dire

The reception team demonstrated courtesy and willingness to assist, though the appointment availability presents a significant challenge. I attended the surgery in person to schedule an appointment, as I anticipated difficulty reaching someone by telephone and found that online booking and NHS app options were unavailable. The soonest appointment available was four weeks away. Since this appointment is not with my regular healthcare provider or someone I have previously consulted, I am unable to comment on that element of the service at this stage. However, the overall scarcity of appointment slots is deeply concerning. It appears that certain aspects of the NHS are genuinely struggling, and the concerns raised in various reports do reflect real issues rather than exaggeration. Fortunately, I am not currently dealing with an urgent or serious health matter—my need is for routine care to support my ongoing wellbeing—but the situation remains troubling nonetheless.

Reception could explain dietary prevention better

I believe a walk and talk programme would benefit from providing clearer guidance on what contributes to the condition. It would be helpful to receive information about which foods are beneficial and which ones should be limited, as well as advice on whether certain cooking methods should be avoided. For instance, clarification on whether sugar should be eliminated entirely would be useful. If more educational information could be provided on these dietary topics alongside the walking activities, it would enhance the learning experience. It would also be valuable if the team could offer mutual encouragement and support to one another in working towards weight management and disease prevention.

Community walk and talk sessions really helped

The regular outdoor walking and discussion sessions organised by our local medical practice have proven to be an excellent opportunity to step away from screens, increase physical activity, connect with fellow community members, and share wellness and fitness advice. We are very grateful for this initiative.

Friendly staff and quick appointment times

The practice maintains good punctuality with minimal wait times for appointments, and the team members are consistently welcoming and approachable. Unfortunately, I was unable to complete the walking and talking initiative due to difficulties arranging the necessary flexibility to attend the scheduled sessions. It was a pleasant group and overall a positive experience. I would welcome the opportunity to participate in similar programs in the future.

Receptionists took time to answer my questions

During a period when the NHS receives considerable negative media attention, I feel compelled to highlight that the clinical staff at this practice demonstrate competence, expertise and handle patient concerns and health matters with effectiveness. In contrast to feedback I've heard from individuals attending other surgeries where experiences have been less positive, the administrative team here have consistently shown courtesy and professionalism in my interactions with them, regularly making the effort to research queries and provide helpful responses in a friendly manner. I am satisfied with the care provided by my healthcare provider and the broader team, including pharmacy support.

Professional and attentive care received

Excellent visit. The healthcare professional demonstrated a high level of professionalism throughout.

Staff made time despite being busy

I consistently find the team at this surgery to be very helpful and friendly. They always seem unhurried despite what must be a busy schedule. I would certainly recommend this practice to others.

Reception team's rude manner finally pushed me away

I have recently decided to register with a different GP practice after many years of loyalty to this service since its establishment in the early 1990s. Over the past year, my experience has significantly deteriorated. I attended for a respiratory health concern and felt that my request for medication was not appropriately considered, despite my long-standing medical history with this condition dating back to my teenage years. I submitted a formal written complaint, however I did not receive a satisfactory response or outcome letter, which left me feeling that my concerns were not properly addressed. I have found the reception experience to be consistently frustrating, with interactions that felt dismissive and unhelpful. While I acknowledge that some individual staff members have provided excellent support, the overall standard of patient care and communication has been disappointing. My concerns about the handling of my complaint and the lack of accountability have not been resolved. The final decision to leave came following a difficult interaction with the reception team regarding a routine prescription request. Throughout the past year, nearly every contact with the practice has resulted in frustration. I have serious reservations about the quality of care provided and would encourage prospective patients to carefully consider their choice of provider. I remain disappointed that my formal complaint did not result in a meaningful resolution or acknowledgement of my experience.