Hillview Surgery
EG
E G. 2 years ago • From Google
Bad
I sought a pediatric blood test referral from my GP, who prescribed numbing cream. When calling Hillview for instructions on cream application, I was redirected back to my GP, who couldn't specify the exact test site. Upon arrival, the proposed test areas were unsuitable, resulting in a failed procedure. This mishap cost me half a day of work and my daughter half a day of school, all due to the lack of clear, simple instructions we had proactively sought. Attempting to provide feedback, I requested to speak with the practice manager. The receptionist intrusively interrogated me about a potential complaint, repeatedly questioning my patient status and eligibility to speak with management. She claimed the manager was unavailable and insisted I return to my GP, contradicting standard procedure. I argued that at minimum, contact details should have been provided. However, she adamantly maintained that no communication would occur. I question the rationale behind employing staff who obstruct patient care through misinformation. As a practice manager, I would value direct feedback about service quality. Either management is unaware of these interactions, or the receptionist's behavior reflects a systemic communication failure. REPLY: Clearly, staff lack proper training in both clinical instructions and patient communication protocols. Despite claiming transparency, they denied basic contact information and professional courtesy. While technically employed, they seem trained only in creating barriers rather than facilitating patient care.
Annette M.