Cape Hill Medical Centre - Ratings and reviews
Reviews
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Review titled Here we go again!!!!!
Rated 1 star out of 5
by Carole Crockett - Posted on 25 April 2023
Cannot get an appointment, call at 8am, same experience time & time again, hanging on the phone, eventually may be told you are, whatever number in the queue, then when someone finally answers, no appointments!!! then given the advice and the only option offered at this surgery, call back tomorrow!! I need to see a GP now, otherwise I wouldn't be calling, not a time waster, but a patient with a problem. I work so this having to call at 8pm does not work for me at all, why are there no other options? walk in emergency appointments, specific appointments for working people? at the very least a surgery can not be performing adequetely if this is the only option to get an appointment. Just reading the reviews make me feel anxious that I am not going to get to see a Doctor anytime soon. This practice is taking on new patients, How?? the surgery is not providing a service for the patients you have already so why more patients? more patients that can't make an appointment anytime soon. I have been with this surgery for years and I think it's time to leave. Very poor inadequate service which is a shame because the Doctors are actually very good when you get to see them. Something needs to change here and quickly otherwise many patients will just start to 'ignore' many concerning health issues and that is not right at all. Very, very frustrating and when you are feeling unwell not what anyone needs is it?
Visited April 2023
Cape Hill Medical Centre has not yet replied.
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Review titled Barriers to accessing care
Rated 3 stars out of 5
by Anonymous - Posted on 22 March 2023
Telephone consultations are now recorded. I am not happy with this. It’s difficult enough to communicate with a medical practitioner without the conversation being recorded. Have patient consent, confidentiality and GDPR been considered? I certainly would not be giving my consent to sensitive issues I may be discussing being recorded.
Visited March 2023
Cape Hill Medical Centre has not yet replied.
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Review titled awful
Rated 1 star out of 5
by Anonymous - Posted on 02 March 2023
i called the surgery a few days ago and ended up in a queue holding for 2 hours. when I got to number 4, i was cut off and had to call again this time in a queue for 1 hour - 3 hours of queueing in total. after waiting patiently i was connected and spoke to the receptionist and explained my need for an appointment. i was told I could see a gp the next day, wednesday, 1st march at 10.30am and a bsl interpreter would be booked for me. i arrived for my appointment in good time and was told to wait as the interpreter would be on the way. i ended up sitting for one hour 15 mins and during that time had to ask 3 times where the interpreter was and kept being told to sit and wait as the interpreter would be coming. other patients arrived and were seen but I was left waiting, becoming increasingly frustrated and getting annoyed as i needed my matter resolved by the gp. i feel that i was ignored and neglected by reception staff who kept looking over at me but they didn't once come to check that if i was ok or whether i needed anything. i had to sit there hoping for some information. eventually i decided to walk out, i was seen leaving by reception staff but no one approached me or asked if they could help in any other way. this has been a terrible experience for me and i have decide to leave your practice as clearly you have chosen to ignore my needs as a deaf patient and have neglected communication with me by not even keeping me informed about whether an interpreter was on the way or not - surely the receptionist would have phoned the interpreter agency to find out the whereabouts of the interpreter and if they had a definite time or were told no one was coming then they should have let me know. i can only presume they did not contact the agency but left me sitting there not knowing what was going on. where was your surgery's person centred care? i suggest the surgery looks at the cqc ais (accessible information standards) which talk about making your service accessible to people who are deaf or have other needs.
Visited March 2023
Cape Hill Medical Centre has not yet replied.
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Review titled Appointment cancelled
Rated 2 stars out of 5
by Anonymous - Posted on 25 February 2023
Booked an appointment during half-term so I don't have to take time off from work. Got a text just 45 mins before the appointment that it is cancelled. They booked another appointment without consulting if its suitable - it wasn't as I want to avoid taking time off from work. Later, I get another text saying your next week's appointment is also cancelled and they will book it later. This time no reason given. It was an important consultation appointment to decide my next prescription for a pre-existing health condition. This has never happened before where two appointments have been cancelled in a matter of couple of hours. Disappointed, shocked and angry how patients are treated so badly. No thought and sensitivity for patients who work full-time. The only saving grace in this place are the doctors and medical staff. Reception service is awful. The stress and anxiety starts even before you dial the number. For patients like me who work, its impossible to be online for 90+ mins to book an appointment. Have to reply on someone to book it. Terrible service. Something has to change for the sake of patients who are dependent on you.
Visited February 2023
Cape Hill Medical Centre has not yet replied.
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Review titled Extremely rude and disruptive receptionists
Rated 1 star out of 5
by Anonymous - Posted on 21 December 2022
The receptionist was extremely rude at 16.20 today 21/12/22. I urgently need a Mat1B form for my employer as I am 25 weeks pregnant. I’ve Requested this from the midwife and the GP and both are being completely non-responsive and transferring responsibility. Due to their negligence I am now under extreme stress as a pregnant woman. This is completely unacceptable and disappointing. I’m struggling to understand why you employ receptionists who cause disruptions and complications to customers who are already facing serious health problems .
Visited December 2022
Review titled Cape Hill Medical Centre
Replied on 28 December 2022
Thank you for your feedback. I am sorry to hear that you are having difficulties with a member of our reception team. I cannot comment on the midwife service as they only use a room at the surgery as this is separate to our service. Please do call the surgery and ask to speak to me so we can look at the issues you have had. We always review any patient feedback at our Practice Staff meetings to allow us to reflect on any changes or adjustments we need to make to our service provision. Kind Regards Practice Manager
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Review titled Terrible experience
Rated 1 star out of 5
by Anonymous - Posted on 20 October 2022
The receptionist is extremely rude and abrasive. He walks away from customers as they address him. I greeted him and he literally walked away as I was talking, returned 5 minutes later and abruptly asked what I wanted. He refused to hand my mother a doctor's note addressed in her name. He even opened it before her and threw it at her, demanding that she read it whilst withholding the envelope. He should not be in a front-facing role and he definitely needs behavioural training. He also doesn’t answer the phone so booking an appointment is almost impossible. It is not acceptable to have such an obnoxious and socially inept individual organising a medical centre that involves potentially life-threatening cases.
Visited October 2022
Review titled Cape Hill Medical Centre
Replied on 28 December 2022
Thank you for your feedback. I am sorry to hear that you are having difficulties with a member of our reception team. We have a number of other receptionists who are responsible for answering calls and talking to patients on the front desk and we will take your comments on board for training purposes. Please do call the surgery and ask to speak to me so we can look at the issue. We always review any patient feedback at our Practice Staff meetings to allow us to reflect on any changes or adjustments we need to make to our service provision. Kind Regards Practice Manager
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Review titled Frustrating
Rated 1 star out of 5
by Anonymous - Posted on 15 September 2022
Frustrated by the fact that the online booking system for appointments is still suspended and there is no other option other than phoning at 08.00. One size doesn’t fit all. Lack of patient consideration and continuity of care.
Visited September 2022
Review titled Cape Hill Medical Centre
Replied on 28 December 2022
Thank you for your feedback. I am sorry to hear that you are having difficulty accessing our appointments with no access to online facilities. At this time, we are experiencing a hug increase in demand for appointments and to allow us to manage this, our online booking has been temporarily suspended.. Please do call the surgery and ask to speak to me so we can look at the issue. We always review any patient feedback at our Practice Staff meetings to allow us to reflect on any changes or adjustments we need to make to our service provision. Kind Regards Practice Manager
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Review titled Rude receptionist
Rated 1 star out of 5
by Anonymous - Posted on 05 August 2022
I called the reception as I had booked a morning phone call appointment and no one had called me by the afternoon. I am hard of hearing so was battling to hear what the lady was telling me on the phone and asked her if she could speak to my daughter. She was very rude and abrupt with me and complained that she would have to repeat everything she had said to me. When my daughter spoke to her she then asked what my daughter wanted her to do about the fact that I hadn’t received a call. We were both so shocked at how bad we were treated on the phone and it made me feel really upset that she was getting angry for having to repeat herself when I cannot help that I have I can’t hear properly, I already wear hearing aids for this. I’m shocked at how rude someone can be working in the reception area.
Visited August 2022
Review titled Cape Hill Medical Centre
Replied on 28 December 2022
hank you for your feedback. I am sorry to hear that you are having difficulty accessing our appointments and did not find the receptionist very helpful. Please do call the surgery and ask to speak to me so we can look at the issue. We always review any patient feedback at our Practice Staff meetings to allow us to reflect on any changes or adjustments we need to make to our service provision. Kind Regards Practice Manager
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Review titled Awful reception staff! impossible to get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 29 June 2022
The reception staff at this practice are arrogant, rude and simply of no help to patients whatsoever. its unfortunate as the doctors and nurses are amazing. it's impossible to get an appointment, and they insist that you disclose your medical needs to them first, and then after all that they are still of no help. they would much rather direct you to A&E or a walk in clinic. it's people like this that are putting the strain on the NHS when they ask patients who genuinely need a gp to instead waste A&E resources who should be dealing with life threatening incidents. whenever I've been in the surgery it's empty, yet when you call for an appointment there is never one available. its impossible to even get get telephone consultation, a 5 minute conversation with a doctor on the phone is too much to ask from this practice. what baffles me is why is this practice open if it can't serve its patients?! from all the reviews it's evident that this is an ongoing problem and one that seriously needs assessing and changing. reception staff seriously need to learn people skills or replacing altogether! they need a better system to make appointments available and accessible for when the patients need.
Visited June 2022
Review titled Cape Hill Medical Centre
Replied on 29 June 2022
Dear Patient Thank you for your feedback. I am sorry to hear that you are having difficulty accessing our appointments. Please do call the surgery and ask to speak to me so we can look at the issue. We always review any patient feedback at our Practice Staff meetings to allow us to reflect on any changes or adjustments we need to make to our service provision. Kind Regards Practice Manager
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Review titled All staff have terrible attitude
Rated 1 star out of 5
by Anonymous - Posted on 08 June 2022
Trying to get an appointment is a joke. I tried many days with no success, the receptionist have an attitude and seem to want to stop patients speaking to the Dr. I don't understand how I can call at 8am exactly and still get the message that there are high call volumes and my place will be saved in the queue, but I don't get a call back for 2 hours by which time there are no appointments left. When I have expressed it is urgent the receptionist said "well urgent or not call back tomorrow". I gave them the benefit of doubt due to Covid but they are milking it now.
Visited June 2022
Review titled Cape Hill Medical Centre
Replied on 10 June 2022
Dear Patient Thank you for your feedback. I am sorry to hear that you are having difficulty accessing our appointments. Please do call the surgery and ask to speak to me so we can look at the issue. We always review any patient feedback at our Practice Staff meetings to allow us to reflect on any changes or adjustments we need to make to our service provision. Kind Regards Practice Manager