The Mill Hill Surgery - Ratings and reviews
Reviews
-
Review titled Excellent surgery
Rated 5 stars out of 5
by Amanda - Posted on 19 June 2023
The reception staff are so friendly and helpful, always kind and do their best to find an appointment. I have never been turned away. I have seen 3 different doctors, each one has been friendly, given time and very thorough and good advice and support. Highly recommend this surgery to anyone.
Visited June 2023
Review titled The Mill Hill Surgery
Replied on 20 June 2023
Good morning Amanda, and thank you for your kind words, they are much appreciated. It is rewarding for us to see the positive experience a patient has with our surgery, as it reinforces our incentive(s) to provide an even better the service to all patients alike. Thanks once again, and have a wonderful day. Mill Hill Management
-
Review titled Great receptionist/front house team
Rated 3 stars out of 5
by Anonymous - Posted on 04 July 2023
Super refreshing to find such a helpful group of people working together to help source you a slot with the GP. Mostly out of their control but they try to be so accommodating and are so easy to talk to. By far the best team, thank you!
Visited June 2023
Review titled The Mill Hill Surgery
Replied on 06 July 2023
Good morning Anonymous, Thank you for your kind words, will make sure our patient coordinators are informed about your review and I am certain it will make them happy. Thanks once again and have a wonderful day. Kind Regards, Mill Hill Management
-
Review titled Brilliant care
Rated 5 stars out of 5
by Anonymous - Posted on 24 May 2023
I’ve recently had a really good experience with this surgery. I had symptoms for some time which have unfortunately have recently led to a diagnosis of cancer, though thanks to the swift action of the very kind and competent GP that I saw, I had all necessary tests and appointments in good time and am now on a path to recovery. I haven’t ever really been to my GP before and was worried about doing so, but I needn’t have been. The GP and practice nurse were absolutely fantastic, took my concerns seriously and were extremely kind. I don’t think I could have had better care.
Visited March 2023
Review titled The Mill Hill Surgery
Replied on 06 July 2023
Good morning Anonymous, Many thanks for taking the time to write a review for our surgery during this difficult time for you, is admirable to say the least. We wish you a speedy recovery and we will be by your side to support and aid you in your efforts of doing so. Kind Regards and you have a wonderful day. Mill Hill Management
-
Review titled Unhelpful reception staff
Rated 2 stars out of 5
by Anonymous - Posted on 26 October 2022
I am sorry to say I have had nothing but negative experiences with the reception staff at this practice, which is a shame, as the doctors have been very good on the whole. They need some serious customer care training in basic courtesy. The most recent experience was the same as usual: their attitude when I phoned in need of a repeat prescription that I had submitted was rude, unhelpful and accusatory and made me feel as if I was in the wrong, even though I was polite to them, and just needed advice on what to do if the doctors could not sign the prescription in time for me to get the medication I needed. They suggested it was my problem and my fault entirely, I was annoying them by requesting help with the prescription, and there was nothing they could suggest to help me. In the end I had to seek help from the (wonderful) local pharmacist, who kindly gave me the basic information I needed to get an emergency supply, which the GP receptionist should have done. On other occasions I have been told rudely not to dare to try and get an appointment with the doctor that day as they (the doctor) would be very angry with me if I went into the surgery for something that turned out to be minor. I know things are difficult, but after waiting 25 minutes on hold to speak to someone (pretty much every time ) it is beyond upsetting to be spoken to like this. Another time the doctor made a mistake with the way I was to submit a sample for a test, and when I turned up with it the staff were unbelievably rude to me, as if it was my fault, and there was absolutely no question of an apology for the mistake. The "customer" is always wrong, it seems, at this practice. I would like to point out that I am neither aggressive or rude myself, as they warn me not to be, in no uncertain terms, in the "on hold' message. I always start the conversation politely and humbly, trying not to annoy them, as is expected of me. Sadly I am thinking of changing GPs, but I can't imagine anyone there will care, as they clearly take so little interest in their patients' welfare or pride in their relationship with them .
Visited October 2022
Review titled The Mill Hill Surgery
Replied on 03 November 2022
Dear Anonymous patient, thank you for your feedback. We are sorry to read that you have had a negative experience with our reception team members on more than one occasion. Here at Mill Hill Surgery, we want every patient to have an exceptional experience, and we take complaints and feedback very seriously. Individuals with issues or concerns are advised to contact us at 0208 992 9955 or via email at admin.millhillsurgery@nhs.net so we can investigate, review and work to resolve any problems. Kind Regards, Mill Hill Surgery
-
Review titled Helpful and kind
Rated 4 stars out of 5
by Anonymous - Posted on 10 September 2022
I felt taken seriously in my distress and had a call-back from a doctor same day with a follow-up face to face appointment next day with a very kind and competent GP. I had to wait in waiting room for half hour but think that is reasonable given it was an emergency appointment, I felt grateful to be seen.
Visited September 2022
Review titled The Mill Hill Surgery
Replied on 01 November 2022
Thank you for your comments. It is always nice to hear that patients felt positive about the service we are able to provide.
-
Review titled Good and caring doctors but receptionists need training
Rated 5 stars out of 5
by Anonymous - Posted on 09 June 2022
While the majority of the doctors are good, caring and patient, the service offered by the receptionists is poor. One or two people are very good and kind but the others need training: some of them are rude, they provide incomplete information, they are inflexible when booking an appointment - there are situations when people cannot go online to book an appointment - but the receptionists don't care. You can tell them that you are very unwell but they will insist that you fill in an online form. However if you ask for a medical record, they don't have an online form, you have to do it face-face. The practice does not accept/contact the patients via email but the email is requested in the online booking form!
Visited May 2022
Review titled The Mill Hill Surgery
Replied on 15 June 2022
Thank you for your feedback on your experience with the practice which has been shared with all members of staff. We value all feedback as we constantly strive to provide the best service we can within the limitations of an extremely pressured NHS. We are sorry that some of the procedures we ask our reception staff to follow have not resulted in your needs being met at all times. We are now able to offer online booking of appointments again, but we also continue to offer booking of appointments via telephone or face to face in reception; this includes access to same day urgent triage appointments as well as booking in advance. We would like to assure you that we regularly use patient emails to interact with patients who prefer this method of communication for both administrative and clinical concerns, along with our e-consult service on our website. Please do consider joining our patient participation group which currently meets virtually and gives a regular voice to our patients on how we can improve our services. You can do this by emailing the practice.