Hillview Medical Centre - Ratings and reviews
Reviews
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Review titled Poor service
Rated 2 stars out of 5
by Andrew Kurn - Posted on 01 November 2022
Long waiting times on phone and insufficient information on my request for appointment due to abrupt end to call.
Visited October 2022
Review titled Hillview Medical Centre
Replied on 02 November 2022
Dear Mr Kurn Thank you for your feedback and I am sorry that you feel you have had cause to provide this feedback. I am afraid that I can not see your name on our registered list of patients, and I wonder if you were enquiring for someone else. If I had your details I could look at our telephone system to audit length of time waiting and how the call was ended and listen to the conversation you had. If you could provide me with your details I would be able to give you a more personalised response. On a general note, we are aware that the wait on the telephone lines is long due to the number of calls being received into the practice. During covid we changed our telephone system to introduce more telephone lines and we are receiving 15,000 - 25,000 telephone calls into the practice each month. The system informs me that we answer 96% of these calls and miss between just 200 - 400 each month. We also introduced a form system on our website whereby you can message the practice, ask for an appointment, order medications, find advice and so on. Many patients use this system to avoid waiting in the telephone queue. All messages are reviewed by our triage team and the most appropriate response/ appointment is then offered. If you would like to discuss this further the please do get in contact with me as follows: Direct dial 01483 228059 Yours sincerely Jackie Stockill Practice Manager
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Review titled Excellent Team at Practice
Rated 5 stars out of 5
by Anne Gartland - Posted on 16 May 2022
Excellent response to any enquiry the time frame is very fast , we as patients must also allow for what is going on that we are not aware of. Never had a problem that has not been dwelt with. Excellent service all the time.
Visited May 2022
Review titled Hillview Medical Centre
Replied on 16 May 2022
Dear Mrs Gartland Thank you for your feedback I will ensure it is passed on to the whole team. General practice is extremely busy and we are using our new systems to manage the access as quickly and safely as we can. I am pleased you have found the service excellent and thank you for taking the time to leave this feedback. Yours sincerely J Stockill Practice Manager