Hilly Fields Medical Centre (The Lewisham Care Partnership)
172 Adelaide Avenue, London, SE4 1JNContact details and opening times
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Reviews
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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
Review titled Hilly Fields Medical Centre (The Lewisham Care Partnership)
Replied on 07 January 2025
Dear Patient, Thank you for sharing your experience. I am truly sorry to hear about the difficulties you faced while trying to arrange an appointment for your elderly and immobile father. I completely understand how frustrating and distressing this must have been, and I sincerely apologise for the inconvenience caused. Spending over two hours on hold is unacceptable, and I deeply regret the strain this has placed on you. We understand the challenges our patients face with the current system and are actively working to make improvements. Earlier this year, we introduced a new telephone system with a callback feature to reduce the need for patients to remain on hold. However, I acknowledge that this system has not resolved all issues, especially during times of high demand. To improve access to urgent same-day appointments, we have also implemented a triaging system. This involves completing a form detailing the issue the patient wishes to discuss, which is then reviewed by a GP. Patients are directed to the most appropriate clinician or service based on their needs. For those who are unable to complete the form, such as patients with mobility challenges or those without digital access, we encourage contacting the practice directly, where our care navigators can provide assistance. Carers or family members are also welcome to complete the form on behalf of the patient. I appreciate your concerns regarding appointment availability and the suggestion for your father to attend in person for a same-day appointment. For someone who is elderly and immobile, I understand how impractical this is. We are actively reviewing our processes to ensure better support for patients with specific needs, including mobility limitations. I am deeply sorry that your experience with our practice has been so disappointing. Please know that we are taking these concerns seriously and are committed to making meaningful changes to improve access and care for all our patients. If there is anything further we can do to support you and your father, or if you would like to discuss this matter in more detail, please do not hesitate to contact us directly. Kind regards, Complaints Hub The Lewisham Care Partnership
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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
Review titled Hilly Fields Medical Centre (The Lewisham Care Partnership)
Replied on 07 January 2025
Dear Patient, Thank you for taking the time to share your concerns. I am truly sorry to hear about your dissatisfaction with the changes you have observed at Hillyfields Medical Centre over the years. Your feedback is incredibly valuable to us. I understand how disappointing it must be to feel that the family-oriented environment you once appreciated has shifted, and that the current experience does not meet your expectations. We recognise that difficulties with phone access, long queues, and perceived inefficiencies at reception can be particularly frustrating, especially when managing a chronic pain condition. Please accept my sincere apologies for the distress this has caused. To address the issue of phone access, we introduced a new phone system in May that includes a callback feature. This was designed to minimise the need for patients to remain on hold. While we know this system is not yet perfect, we hope it has helped to alleviate some of the pressure you described. We also acknowledge your concerns about privacy and delays at reception. We are actively reviewing how we staff and manage the reception area to ensure patients are served more efficiently while maintaining confidentiality. For patients who would prefer a more private conversation, our care navigators are always happy to step away from the front desk. Your feedback helps us identify these areas for improvement and take steps to address them. I am sorry to hear about the communication challenges you have experienced during appointments. It is our priority to ensure that every patient feels understood and supported. I will share your feedback with the team to ensure we continue to improve communication and provide a more positive experience for all patients. Your loyalty to our practice over the past 30 years is truly valued, and it is deeply concerning to hear that your confidence in us has been impacted. Please know that we are committed to addressing these concerns and working hard to rebuild the trust you once had in our care. Thank you again for sharing your experiences with us. Should you wish to discuss your concerns further or explore how we can better support you, please do not hesitate to reach out directly. Kind regards, Complaints Hub The Lewisham Care Partnership
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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
Review titled Hilly Fields Medical Centre (The Lewisham Care Partnership)
Replied on 07 January 2025
Dear Patient, Thank you for your kind feedback. It is wonderful to hear that you had such a positive experience with Nurse N and found her care thorough and professional. I will make sure to pass on your compliments to her – I am sure she will be delighted to hear how much you appreciated her efforts. It is also great to know that your recent appointment with the doctor went well and that you have been happy with the care you have received overall. Your kind words mean a lot to our team, as we strive to provide the best possible service to our patients. We understand the challenges with our phone system and how frustrating it can be to get through at busy times. Thank you for highlighting this issue, as feedback like yours helps us identify areas where we can improve. We are continually reviewing our systems to find ways to make accessing appointments easier for everyone. Thank you again for taking the time to share your experience. Your support and understanding are greatly appreciated, and we’re glad to have been able to provide the care you needed. Kind regards, Complaints Hub The Lewisham Care Partnership
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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
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Review titled Needs dramatic improvement
Rated 1 star out of 5
by Anonymous - Posted on 12 February 2024
It’s near impossible to get through the phone lines to this surgery let alone get an appointment (unless you have hours to spare every day). I just spent over half hour on hold, as soon as I got through the line ‘cut out’ so tried to call back to find another long queue. I’m calling on behalf of my Son, I’ve given up even trying to get an appointment for myself over the years. Most of the GP’s (if you eventually can get to one) are good but one did overlook my Son’s eye infection, trusting my gut I went straight to a&e which resulted in a hospital admission as the infection was so severe. I understand all issues around funding cuts and NHS pressures but this practice is the worst I’ve ever experienced and a danger for those who need to see a GP but can’t. It needs an official review as there must be improvements that can be made.
Visited February 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 frustrations with us. We genuinely apologise for the challenges you've encountered in attempting to contact our surgery and secure appointments. Your feedback is deeply concerning, and we acknowledge the difficulties you've faced. We understand the importance of efficient access to healthcare services, and we regret any inconvenience caused by the extended wait times on the phone. Your experience highlights a significant issue, and we appreciate you bringing it to our attention. We are committed to addressing these concerns and actively working towards improvements in our services. Your feedback is instrumental in guiding us as we strive to enhance our accessibility and overall patient experience. It's particularly distressing to hear about the oversight in your son's case, and we're sincerely sorry for any distress this may have caused. Patient safety is our top priority, and we are committed to learning from such incidents to prevent them from happening in the future. Please be assured that your concerns are not taken lightly, and we are actively exploring ways to improve our processes. If you have specific details or wish to discuss this matter further, please feel free to contact us directly. We appreciate your patience and understanding as we work towards creating a better healthcare experience for our patients. Kind Regards, Complaints Hub The Lewisham Care Partnership
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Review titled Shockingly bad
Rated 1 star out of 5
by Anonymous - Posted on 28 February 2024
After trying over multiple days to get an appointment I was finally able to get through. After being told I’d be called back in the afternoon, I was finally called three hours after my confirmed slot. I missed it of course. And the number that I was called on? Can’t be called back. It is an awful experience trying to do anything through the practice in the last few years. So unbelievably stressful
Visited February 2024
Review titled Hilly Fields Medical Centre (The Lewisham Care Partnership)
Replied on 07 March 2024
Dear Patient, Thank you for your feedback. We sincerely apologise for the inconvenience and frustration you've experienced in trying to schedule an appointment with us. We have recognised an issue with our current appointment booking system and are actively engaged in implementing improvements to enhance our service. Our goal is to streamline the appointment process, making it easier and more efficient for our patients to schedule appointments. It's regrettable that you missed the call back due to the delay and the inability to return the call on the provided number. Unfortunately, as you are anonymous, I am unable to investigate your feedback further to identify why you were called 3hours later than scheduled. Please note, that there are days where we can emergencies come into the surgery such as London Ambulance Services, Mental Health Services, The Laboratory and more which need the GPs attention urgently and therefore will impact the GPs clinic. Nevertheless, this is not an excuse and will We can only express our sincerest apologies for this We acknowledge your feedback and understand the stress this situation has caused. Please be assured that we are committed to improving our services and will take steps to address the issues you've raised. Thank you for bringing this to our attention. Kind Regards Complaints Hub The Lewisham Care Partnership
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Review titled Diabolical service
Rated 1 star out of 5
by Anonymous - Posted on 01 February 2024
Telephone service is abysmal. Tried to call today for an appointment. No. 13 in the queue - cut off after 20 minutes. Called back, obviously back of the queue - no. 13 again. An hour on the phone - got to number 4 and cut off again. Judging by other reviews this is not unusual and needs urgent attention. Not sure of the purpose of the Lewisham Care Partnership if the pooling of resources results in a worse service. It feels like Practice staff have lost sight of the fact that people are calling because they feel unwell, physically and/ or mentally, and need advice and help. This system just adds to stress levels. It feels more like a gatekeeping service rather than one focussed on the needs of the community.
Visited February 2024
Review titled Hilly Fields Medical Centre (The Lewisham Care Partnership)
Replied on 07 March 2024
Dear Patient, Thank you for your feedback. We sincerely apologise for the frustrating experience you encountered while trying to reach us by phone. It is concerning to hear about the long wait times and being cut off multiple times during your attempts to schedule an appointment. Please be assured that we are actively addressing the issues with our telephone service to ensure that all patients can access the care they need without unnecessary stress or inconvenience. We understand the importance of timely and reliable communication, especially when it comes to addressing health concerns. We are committed to providing high-quality care and apologise for any inconvenience caused by the current challenges with our telephone system. Your concerns have been noted, and we are working diligently to implement improvements to better serve our community. Thank you for bringing this matter to our attention, and we appreciate your patience and understanding as we work to resolve these issues. Kind Regards Complaints Hub The Lewisham Care Partnership