East Hill Surgery - Ratings and reviews
Reviews
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Review titled Something needs to change
Rated 1 star out of 5
by Anonymous - Posted on 05 March 2024
You are number 28 in the call queue - how is any one supposed to get an appointment. It is so difficult to get an appoinment now that I just dont bother and as a result issues go unresolved. Its time things changed, they are still playing old COVID messages and acting as though we are in the COVID era. Stop hiding behind telephone queues and start providing a good public service again. I've been asked to call the doctors to discuss some issues but I cant get through. What am i suposed to do? I can't email you, I can't get through on the phone and I cant come in and discuss them as you don't allow it. Get real the practice is hiding behind a wall of poor administration. Maybe I should try somewhere else because the front end service is letting this practise down badly.
Visited March 2024
Review titled East Hill Surgery
Replied on 07 March 2024
I am sorry to hear the service provided was not up to our normal standard. If you would like to contact the surgery via the phone or via our patient contact page on our website to request to speak to me, Louise Goodwin, I would be more than happy to discuss your complaint with you.
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Review titled Average at best
Rated 2 stars out of 5
by Anonymous - Posted on 26 February 2024
I have been a life long patient at this practice, since the removal of weekday drop in, it has declined. I spent 47 minutes on hold last Tuesday morning in an attempt to secure an appointment, it concerns me that those using pay as you go mobiles, as many elderly people do, would not be able to wait that long through lack of concentration or due to the cost. I finally received a response and was offered an appointment at 11 o clock, I was eventually seen at 12.05, whilst I accept that this delay happens with doctors, the lack of communication or forward thinking from some of the receptionists is poor, common courtesy would suggest that they warn the patients there is a delay, not least because some are parked outside where there is a half an hour parking limit. When I eventually got to see the dr it turned out it was her first day at the surgery, something else I was unaware of, she advised me if my issue continued I could be prescribed medication, I’ve been on medication for 2 months which clearly proved she had not read any of my notes and was under pressure She was none the less very pleasant to me, but I didn’t feel like the visit was worthwhile. When I returned home I was unhappy with the treatment advice I’d received so 3 days later decided to call back to make an appointment with my regular GP….1 hour and 38 minutes later and I can prove this, somebody finally answered the phone, it took all that time to get from number 19 to number one in the queue. This is totally unacceptable to all, I didn’t complain to much as the poor receptionist must have been under a lot of pressure, and she too was very pleasant.This surgery as a whole has declined significantly, there seems to be very little consistency with seeing the same doctor, the wait for a blood test is weeks not days, the right hand doesn’t appear to know what the left hand is doing, and there is definitely no empathy or compassion from the majority of staff. Very poor show from east hill surgery in recent months which is a great shame
Visited February 2024
Review titled East Hill Surgery
Replied on 07 March 2024
I am sorry to hear our service provided was not up to our normal standard. If you would like to contact the surgery by telephone or via our website contact page and request to speak to me, Louise Goodwin, to discuss I would be more than happy to do so.
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Review titled Really don’t like telephone first appointments.
Rated 2 stars out of 5
by Anonymous - Posted on 21 January 2024
The practice is so different now the morning drop-in surgery no longer runs. I rung at 8.30am. 18th in the queue. Down to 15th 20 mins later. 45 minutes and I’m still number 15. So sent in an online question to the doctor. Included that I had had symptoms for 3 weeks. Got a message back to bring sample. Did so. Afternoon 2pm. Then another message to say I had to do sample again back at surgery. Tried to ring back but on hold ages so walked back to surgery while in on hold. My number- 5th in the queue didn’t change the whole walk down. No one in reception was on the phone when I arrived. Left sample. Got a no-reply text to say nothing wrong with sample. Ring again if I experience more symptoms. I have already for 3 weeks. So hard to get through on the phone and very difficult to get a face to face appointment. Basically took me the whole day to get absolutely no help or treatment.
Visited January 2024
Review titled East Hill Surgery
Replied on 24 January 2024
I am sorry to hear that you were unhappy with the service provided by the surgery. If you would like to contact me, Louise Goodwin, at the surgery to discuss I would be more than happy to do so.
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Review titled Rude and unhelpful receptionist
Rated 1 star out of 5
by Anonymous - Posted on 15 September 2023
I rarely call the surgery because I get anxiety talking to the receptionist. I called on the 15th of September asking to see a doctor as I've been feeling bad and I said I have two issues, to what she said well "you'll need to book two different appointments isn't it?". There was no empathy on her side, how can I trust to go anywhere if first point of contact is rude and dismissive? I would like to make point that the doctors were great so far, it's just getting through to actually going to see them
Visited September 2023
Review titled East Hill Surgery
Replied on 24 January 2024
I am sorry to hear that you were unhappy with a member of the reception team. If you would like to contact me, Louise Goodwin, I would be more than happy to discuss this with you.
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Review titled Shame about the reception staff
Rated 1 star out of 5
by Anonymous - Posted on 05 June 2023
The doctors have been great, unfortunately, the last two times I have called the practice I have waited over an hour to be connected to a very unhelpful receptionist- no lateral thinking, no empathy and provided completely contradictory information to other surgery staff. Extremely unhelpful.
Visited May 2023
Review titled East Hill Surgery
Replied on 09 June 2023
I am sorry that you have not been happy with the service provided by the reception staff. All comments are welcome and are used as learning events. If you would like to contact the surgery and ask to speak to me, Louise Goodwin; I would be more than happy to discuss your unhappiness with our service. Kind regards Louise Goodwin Practice Manager
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Review titled I can’t stand the hold music
Rated 5 stars out of 5
by Anonymous - Posted on 26 June 2023
When I am on hold waiting for a receptionist to answer the phone, there is very brash loud orchestral music, and I’m already struggling but having listened to that music for half an hour while I wait is painful, and it really puts me on edge more than I already am. As far as the practice goes, I have no complaints it’s just the music.
Visited May 2023
Review titled East Hill Surgery
Replied on 24 January 2024
Thank you for your comment. I have spoken to our telephone provider with your comment; unfortunately we are unable to change the music at this time.
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Review titled Parking
Rated 4 stars out of 5
by Anonymous - Posted on 14 March 2023
There is only parking for staff and disabled drivers in the surgery car park, you can park on East hill for half an hour, if you can get a space, good luck... Also found out that they are getting rid of these within the next year or two for cycle path.
Visited March 2023
Review titled East Hill Surgery
Replied on 11 May 2023
Thank you for your review. We are aware of the Council application to replace parking spaces on East Hill with a Cycle Lane. The surgery has submitted a response to this application. Kind regards, Louise Goodwin, Practice Manager.
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Review titled Excellent service
Rated 5 stars out of 5
by Alyson - Posted on 06 January 2023
I recently called for a telephone appointment & was No9 in the queue which very quickly went to 1st. The receptionist was extremely polite & efficient & gave an approximate time when to expect a call from my GP. GP called to discuss my situation & I was taking antibiotics by the end of the day. Thank you so much for a much needed service especially when the country & the NHS is struggling. When I mentioned my experience to my colleagues, they were thoroughly impressed & wished their own surgery worked so well. Again thank you so much, I feel very lucky to belong to East Hill surgery.
Visited January 2023
Review titled East Hill Surgery
Replied on 09 January 2023
Dear Alyson Thank you for your comments regarding the service you received at our surgery; I will pass them on to all the staff. Kind regards Louise Goodwin (Practice Manager).