Hilary Cottage Surgery - Ratings and reviews
Reviews
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Review titled Impossible to get appointment
Rated 1 star out of 5
by Michelle Scott - Posted on 02 February 2024
Tried every day for a whole week to get an appointment to have a suspicious skin issue looked at With a history of skin cancer one would think I’d be seen quickly Shocking Changing practices now which is a shame after 23 years being there
Visited January 2024
Hilary Cottage Surgery has not yet replied.
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Review titled Attentive and reassuring
Rated 5 stars out of 5
by Alison Wragg - Posted on 14 November 2023
I visited this practise with a miriad of issues following a car accident. The doctor was patient thorough and very reassuring. I never felt that he rushed anything and listened to everything I said. My grateful thanks. A big mention for the much aligned receptionist staff who have a tough job I've always found them helpful. Great practise thank you
Visited November 2023
Hilary Cottage Surgery has not yet replied.
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Review titled Disgusting!
Rated 1 star out of 5
by Anonymous - Posted on 05 June 2023
Cannot get an appointment, cannot get through by phone, they text me but do not accept responses by phone, email form now only available for a short time each day. Some of receptionists are rude and one is down right nasty! Some demand confidential medical information that they are not entitled to and do not need to make an appointment. Nothing private in reception area as everything can be heard in the waiting room. Wait time on phone is a joke and after you have held for a lifetime, it cuts you off! If there were 'special measures for GP surgeries, this one would be forcibly closed down! And we pay for this service!
Visited June 2023
Review titled Hilary Cottage Surgery
Replied on 13 June 2023
Thank you for providing feedback. I would like to highlight a couple of items from your complaint. I am aware of a number of customer complaints about calls to the surgery, and this is being investigated, although it happens infrequently it is not acceptable that our customers are cut off. So far, however, our investigation show that only calls from mobiles are cut off, and at the caller end, not by the practice systems - however, we are monitoring and we are passing all complaints to our service provider for investigation. Our text messaging system is an automated service, and it is true that we cannot monitor responses to that system. More significantly, though, is the concern you have raised about members of the team being "down right nasty". This is not something that I recognise in the team, and if the behaviour of members of the team is unacceptable, then I would like to know who was nasty, and to whom, so that we can address this urgently. As you have chosen to remain anonymous, I am unable to determine what the cause of the issue was. If you would like to write to the practice manager, confidentially, and with details that would help us investigate and address any problems, we would be glad to hear what you can tell us so we can ensure we do not have similar issues in the future. I will look forward to hearing from you, so you can help us improve our service. Written post to the Practice manager is not opened by anyone other that the manager. I hope you will be able to find the time to share your feedback further so we can improve the experience here for yourself, and for others in the future.
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Review titled Great experience
Rated 5 stars out of 5
by Mark abbott - Posted on 04 January 2023
Having seen all the bad press about the NHS and waiting times in the media I had little confidence that the surgery would be able to help me. I had acute chest pain and difficulty breathing from what turned out to be a suspected fractured rib. I visited the surgery and was greeted by a friendly receptionist who was very understanding and arranged for a doctor to see me within a few minutes. He gave me a quick examination to ensure my condition was not life threatening and I then waited around half an hour until he had a gap in his schedule to examine me properly. He diagnosed some strong pain killers which were dispensed immediately by the surgery pharmacy. I took these and the edge was taken off the pain shortly afterwards. I rarely visit the surgery but had a first class experience - thank you.
Visited January 2023
Review titled Hilary Cottage Surgery
Replied on 13 June 2023
"A first class experience" is what we strive for with all of our patients, and it is great to hear that we are achieving this. We strive to do this for everyone, and it's great that not only you left the surgery knowing you had been well looked after, but especially good that you took the time to provide feedback. Thank you. Positive feedback keeps the team motivated, and helps us know we are making a positive impact where we can.
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Review titled Poor service
Rated 1 star out of 5
by Kirby - Posted on 15 October 2022
have had an extremely awful experience with Hilary Cottage as opposed to other former surgeries I have been registered to. Despite paramedics coming to see me and saying I must have a follow-up with the GP the next day they still said they would not give me an appointment. I was passed around for weeks. After finally being seen, I was never given my test results and am struggling to get an appointment to talk about next steps. All whilst having ongoing migraines and high blood pressure.
Visited September 2022
Review titled Hilary Cottage Surgery
Replied on 13 June 2023
It is always disappointing to hear that things have not gone well, and our patient's experience has not met the standards we would like. On this occasion, as a temporary resident, we didn't hold your files and communications were going through the practice where you were registered. I understand tat once this all became clear, we were able to help.