Hilly Fields Medical Centre (The Lewisham Care Partnership) - Ratings and reviews
Reviews
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Review titled Impossible to get appointments
Rated 1 star out of 5
by Anonymous - Posted on 04 May 2024
The system of booking appointments (with no pre-bookable appointments ever available) makes it virtually impossible for those who work or have to take kids to school to ever make an appointment. I have not been able to make an appointment for months.
Visited April 2024
Hilly Fields Medical Centre (The Lewisham Care Partnership) has not yet replied.
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Review titled Impossible to speak to reception and get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 27 March 2024
Each time I call whether for me or my young children I want for over an hour on hold. I was once on hold (trying to rectify a mistake made on a prescription by a locum doctor) for over an hour - I was called number 1 in the queue for 35 minutes. At 8am it doesn’t ring so you keep needing to press redial. Appointments are cancelled or rescheduled at the last minute. I’ve been with this practice for 8 years and it was never like this. Since Covid it’s been awful. Some of the doctors and nurses are fantastic. If you ever actually get to speak with them.
Visited March 2024
Hilly Fields Medical Centre (The Lewisham Care Partnership) has not yet replied.
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Review titled Are there appointments
Rated 1 star out of 5
by P H - Posted on 29 March 2024
As with others, trying to get an appointment has become worse since joining the partnership. I am still trying online and seeing the "there are no appointments" message and not knowing if I have been too slow or none were actually available on the day, or a week ahead. Can you sort out the appointment system to provide some level of information? It would also be nice to get a genuine answer and not some random AI generated we are sorry and understanding response.
Visited March 2024
Hilly Fields Medical Centre (The Lewisham Care Partnership) has not yet replied.
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Review titled A chocolate teapot would be more useful.
Rated 1 star out of 5
by Anonymous - Posted on 18 March 2024
I spent 2 plus hours on hold to your surgery. I was calling to make an appointment for my elderly and immobile father. After 130 minutes of dreadful hold music, I was told that the next available appointment is over 2 weeks away. I was then told that should my elderly immobile father wish to arrive at the surgery for 8am the following morning , he may be lucky enough to get a same day appointment - no guarantees though. I reiterated that he’s elderly and immobile. How has it become so difficult for people to try and see a doctor? And, why does it take over 2 hours to even speak to a receptionist? I must also add that before even getting through and being out on hold, I had to redial 45 times as line was constantly engaged. Very very disappointing.
Visited March 2024
Hilly Fields Medical Centre (The Lewisham Care Partnership) has not yet replied.
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Review titled "Frustrating"!
Rated 3 stars out of 5
by Anonymous - Posted on 18 March 2024
Been with this surgery for over 30yrs and has seen it gone downhill from a very family oriented environment with staff offering a efficient service and medical/nursing staff who got to know you by name, to a shadow of it's former service. I am very disappointed with the overall standard of Hillyfields Medical Centre now and other than convenience and the odd occasion that I'm able to get a appointment with a known GP, I have lost confidence in this surgery. It's nigh on impossible to get through on the phones at any given time, then been told when you do that you are 30 in line! going there in person to meet a queue already stretching outside the reception area and very little privacy when talking to reception staff. It's frustrating to see one person attending to the growing queue whilst it's blatant to see others just milling around looking busy. This is made worse when a patient has a lengthy concern, further holding up the queue and the frustration grows. As someone who suffers from a debilitating and chronic pain condition, having to wait in a queue to be booked in or speak to staff is extremely distressing. It is always a challenge to communicate with staff whose first language is not english and you can sometimes leave a appointment feeling fairly dissatisfied at the exchange of information.
Visited March 2024
Hilly Fields Medical Centre (The Lewisham Care Partnership) has not yet replied.
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Review titled Time waisted
Rated 2 stars out of 5
by Riccardo - Posted on 05 March 2024
For the last two days i tried to contact the Surgery without success. -Yesterday, 04/03/2024 I waited to be connected for 1 hour 2 minutes and the I was cut off!!! -Today, 05/03/2024 I waited to be connected for 3 hours 2 minutes and the i was cut off!!!! What kind of service is this!?!?!?!?
Visited March 2024
Review titled Hilly Fields Medical Centre (The Lewisham Care Partnership)
Replied on 07 March 2024
Dear Riccardo, Thank you for bringing your recent experiences to our attention. We sincerely apologise for the extensive wait times you've encountered and the frustration caused by being disconnected on both occasions. Your feedback is deeply concerning, and we understand the impact it has on your perception of our service. Such extended waiting periods are unacceptable, and we acknowledge the importance of timely access to healthcare services. We are actively investigating the issues you've raised to identify the root causes and implement necessary improvements. We understand the urgency of resolving this matter, and we assure you that your concerns are being taken seriously. Please accept our apologies for any inconvenience you've experienced, and we are committed to working towards a more efficient and responsive patient experience. If you have any additional details or specific concerns you'd like to share, please feel free to reach out to us directly. Your input is invaluable as we strive to enhance our services. Kind Regards, Complaints Hub The Lewisham Care Partnership
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Review titled Brilliant nurse
Rated 5 stars out of 5
by E F - Posted on 27 March 2024
I have just had a routine appointment with Nurse N and she was just excellent- really thorough and professional and sprinted round the corner so I could get my prescription quickly. Last week I saw a doctor and she was again, really good and professional. It’s literally impossible to get through on the phones- permanently engaged or hours long waits- but ok if you go in and book your appointment in person. At 2pm it is quite quiet. Apart from the phones the surgery has been really good for me and nurse N was just the icing on the cake.
Visited March 2024
Hilly Fields Medical Centre (The Lewisham Care Partnership) has not yet replied.
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Review titled On its knees
Rated 1 star out of 5
by Anonymous - Posted on 06 March 2024
I rang to book a routine appointment I was number seven in the queue 2 hours and 30 minutes later somebody and the phone. This is my third complaint no changes for the better have been made yet which I find this so sad to see that Hillyfields Surgery gone to such a low level.
Visited March 2024
Review titled Hilly Fields Medical Centre (The Lewisham Care Partnership)
Replied on 07 March 2024
Dear Patient, Thank you for taking the time to share your ongoing concerns with us. We sincerely apologise for the persistent challenges you've faced in trying to book a routine appointment, and we appreciate your patience. Your feedback is crucial, and we understand the frustration caused by the extensive wait times on the phone. We acknowledge that, despite your previous complaints, you haven't seen improvements in the service, and we genuinely regret the impact this has had on your experience with Hillyfields Surgery. Please be assured that your feedback is being taken seriously, and we are actively working towards finding solutions to enhance our services. It's disheartening to hear that the changes you had hoped for haven't materialised yet. Rest assured, we are committed to addressing these issues and implementing improvements to provide a more efficient and responsive healthcare experience for our patients. We appreciate your continued patience and understanding. If you have any specific details or if there's anything else you would like to share, please feel free to contact us directly. Your input is invaluable as we strive to make meaningful changes. Kind Regards, Complaints Hub The Lewisham Care Partnership
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Review titled Practice has gone down hill
Rated 1 star out of 5
by Anonymous - Posted on 09 February 2024
I’ve waited over an hour and half to get through this morning to be told there are no appointments this isn’t the 1st time it’s happened. They can offer one in three weeks time or call 111. Since they have merged with other practice the service is so poor anyone thinking of joining this practice save yourself the hassle and try else where I’m now going to find myself a new practice as I can never get appointment always busy and once you get through after hours trying to get through your told there is no appointments!
Visited February 2024
Review titled Hilly Fields Medical Centre (The Lewisham Care Partnership)
Replied on 07 March 2024
Dear Patient, Thank you for reaching out with your concerns. We sincerely apologise for the prolonged wait time you experienced while attempting to schedule an appointment with us. Your frustration is understandable, and we appreciate you bringing this matter to our attention. We acknowledge the challenges posed by the recent merger, leading to increased demand for appointments and longer waiting times. We are actively working to address these issues and improve our services. Your feedback is crucial in guiding us towards necessary improvements. We understand your need for timely medical care, and we regret any inconvenience caused by the current situation. If you are considering finding a new practice, we understand your decision, and we hope you find a healthcare provider that better suits your needs. Please be assured that we are committed to enhancing our services and will use your feedback to implement changes for a more efficient and responsive patient experience. If you have any specific concerns or would like to discuss this further, please feel free to contact us directly. Kind Regards, Complaints Hub The Lewisham Care Partnership
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Review titled Poor Service and uncaring staff at reception
Rated 1 star out of 5
by Anonymous - Posted on 26 February 2024
I was visited them to make a GP appointment this morning exact time that they start doing appointments around 8am as I have a severe pain in my left hand. I was informed that I need an appointment with GP today But the receptionist start responding me there’s no appointment for today as all are pre-booked. What does mean that? I wonder, How could they make pre booked all the time slot in advance? even I visited them at on time to make a GP appointment. In this case I asked them to make appointment for next as they making pre-booking? Receptionist informed me that they can’t pre-booked today and I have to visit again them to make GP appointment next day. don’t believe them and I really frustrated with their service. Is this called service? People visit them to get proper health services only not to see any dramatics of staff. Need this GP clinic improve their service to give best care of patients and who is visiting them for help. They should have sense of humble, kind and helpful service to people who visit their clinic. Expecting professional staff service in feature instead of unprofessional. Thanks
Visited February 2024
Review titled Hilly Fields Medical Centre (The Lewisham Care Partnership)
Replied on 07 March 2024
Dear Patient, We appreciate your feedback. We understand and apologize for the inconvenience you faced while attempting to schedule a GP appointment. Your frustration is important to us, and we thank you for bringing it to our attention. Our current system allocates a specific number of appointments that can be pre-booked by our reception team, primarily catering to routine medical issues. These appointments are made available up to three weeks in advance. Additionally, we offer on-the-day appointments with emergency doctors to address urgent medical needs, allowing other doctors to handle routine medical matters. It's worth noting that routine appointments are often quickly filled due to high demand from patients visiting the practice in person or calling for appointments. We are actively reviewing our appointment booking process to enhance accessibility for patients in the future. Your feedback is invaluable, and we are committed to delivering the best possible care. We appreciate your patience and understanding during this process. Should you wish to discuss this matter further, please feel free to contact us directly. Kind Regards, Complaints Hub The Lewisham Care Partnership