Hillview Surgery
EP
Ester P. 3 years ago • From Google
Excellent
I've been a patient at this Clinic for around 3 years, and I'm disheartened that longstanding patient concerns haven't prompted meaningful changes in staff attitudes. I believe the Practice Manager should be less lenient with certain staff members, as I've encountered some truly unpleasant interactions with both staff and doctors. However, on a positive note, some staff members are truly exceptional. The nurses, especially Nurse Maria, are remarkably empathetic and professional, bringing a refreshing sense of care that almost made me forget the negative experiences. Nevertheless, some doctors tend to dismiss conditions too casually and could benefit from enhanced empathy training, despite their clinical skills. I'm troubled by the Practice Manager's defensive responses to reviews, which makes me skeptical about their commitment to addressing complaints. While managing a team is challenging, I suggest implementing performance monitoring strategies, such as a point-based system to regulate staff conduct. I cannot accept subpar service, particularly for patients on State Benefits. It's clear that clinical surgeries are struggling with budget constraints amid the ongoing NHS crisis. I view reviews as constructive tools for community service improvement. Professionals should receive customer service training, not just for front-line staff like receptionists, but for entire medical teams. The nurses, particularly, stand out and set a standard the Practice Manager should encourage across all departments. After 19 years of NHS experience as both a patient and professional, I believe this practice requires significant improvement. I'm reluctantly leaving the Surgery, having experienced more disappointments than positive moments. Blessings and best wishes to patients and staff.
Lena B.