Hill Brow Surgery Pms Practice
SR
Samantha R. 3 months ago • From Google
Bad
I found the experience at this practice to be extremely frustrating. I was on hold for three hours despite being second in the queue, which would not have been necessary if the staff were more competent. The way patients are treated here is concerning, and as a minor, I felt particularly let down by being dismissed. It is disrespectful to have to complete the same form twice daily only for staff to demonstrate a lack of understanding about my situation. When I do receive responses, I have had to follow up by phone, only to receive incorrect information. I spent two days filling out forms to communicate my concerns, yet they were ignored. I previously spoke with the practice manager, but when I mentioned I was documenting our conversation, the call was ended abruptly. This suggests awareness of the issues, which makes the situation more troubling. I have saved all conversations and messages as evidence, and I intend to take action once I am able to do so, as the standard of patient care here appears to be non-existent. Several hours later, at around 17:51, I received a call from a staff member whose name I could not understand despite asking twice. After I provided my name and date of birth, the call was disconnected while they were processing my details. This is the second time this has happened. I have a recording of the initial three-hour wait, during which I was positioned first in the queue for approximately two hours and fifty-six minutes after joining at 2 o'clock. While I recognise that GP surgeries face staffing shortages and high demand, the attitude displayed towards patients is unacceptable. The service appears so inadequate that it raises serious questions about whether it should continue operating. I am currently documenting every conversation and message for my records. I subsequently received a letter stating that I must wait forty-eight hours between form submissions and commenting on my behaviour when submitting forms. This is unreasonable given that I have had to submit forms repeatedly to receive any response. Last week I submitted forms daily, all relating to the same matter, before I chose to purchase medication from a pharmacy myself. This week I submitted one form regarding a separate issue, yet all submissions were disregarded. The practice's claim about the forty-eight-hour requirement contradicts their actual response times. I have reported this matter to the relevant regulatory body and have documentation to support my complaint. Where my submissions may have appeared discourteous, I have reasons and evidence to justify my tone. This practice is among the worst I have encountered. If my registration details had been updated promptly, I would have transferred to another practice already. I believe others should investigate whether similar issues affect them, as the treatment of a seventeen-year-old raises concerns about how older patients are being cared for.
Tom P.