Hilly Fields Medical Centre (The Lewisham Care Partnership)
172 Adelaide Avenue, London, SE4 1JNContact details and opening times
Patient ratings and reviews
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Help others by sharing your thoughts and experiences about Hilly Fields Medical Centre (The Lewisham Care Partnership).
Reviews
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Review titled Confused
Rated 3 stars out of 5
by David Donnelly - Posted on 03 January 2024
I went for a blood test a while ago, I called reception for results. I was told there was something I needed to speak to the doctor about but they had no appointments available. I need to call at 8am to book appointment. Is there no other way to speak to doctor or nurse?.
Visited November 2023
Review titled Hilly Fields Medical Centre (The Lewisham Care Partnership)
Replied on 07 March 2024
Dear David Donnelly, We appreciate your input, and I extend my sincere apologies for the challenges you faced while attempting to schedule an appointment to discuss your test results. Your feedback is taken seriously, as we recognise the importance of ensuring convenient access to medical care. Have you considered utilising our online services? The AskFirst app allows patients to book a routine telephone call across any site up to 3 weeks in advance. This app does not require any credentials from your surgery; you can download the app and create your account. Should you need assistance with this process, you are welcome to visit the surgery, where one of our care navigators will be available to provide support. Exploring alternative avenues may help expedite the appointment scheduling process. Your feedback is immensely valuable to us, and we are dedicated to enhancing our services for the benefit of our patients. We thank you for your patience as we strive to create a more seamless and efficient healthcare experience. Kind regards, Complaints Hub The Lewisham Care Partnership
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Review titled Impossible to see or speak to a medical professional
Rated 1 star out of 5
by Anonymous - Posted on 26 October 2023
I have used this practice since 2014, but in the last two or so years it has become impossible to see or speak to a medical professional. It is the worse healthcare (non)service I've ever experienced. I know that the current government has run the NHS into the ground, but the problems at this practice seems to be even more severe than at others. None of my colleagues or friends at other practices struggle as much as I do to get an appointment.
Visited October 2023
Review titled Hilly Fields Medical Centre (The Lewisham Care Partnership)
Replied on 07 March 2024
Dear Patient, Thank you for your feedback. I understand your frustration and disappointment with the decline in accessibility and quality of service at our practice over the past few years. It's disheartening to hear that you've encountered such difficulties in seeking medical attention, especially considering your longstanding relationship with us since 2014. While I acknowledge the challenges you've faced, I want to assure you that we are continuously striving to improve our services despite the broader systemic issues affecting the healthcare sector. Your feedback is invaluable to us, and we take it seriously in our efforts to address and rectify these issues. I am genuinely sorry for any inconvenience or frustration you have experienced, and I want to assure you that we are committed to finding solutions to improve your experience with our practice. If there are specific concerns or suggestions you would like to share with us, please don't hesitate to reach out. We are here to listen and to work towards providing you with the quality healthcare you deserve. Kind Regards Complaints Hub The Lewisham Care Partnership
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Review titled Unable to access care
Rated 1 star out of 5
by Anonymous - Posted on 22 September 2023
Like the previous reviewer I am sad to write this as I know clinical services in the uk are stretched. However, I have to be honest about the experience of being with this gp practice, and this is not been my experience with other gps within London so the systems here aren't working. I have called 4 times in the last couple of months about various illnesses my family have had. I have never once even managed to get in the queue to speak to a receptionist, only receiving the engaged tone. This is despite sitting with my phone calling immediately when the phones switch over. I tried for over 30 mins each time and still couldn't even get to the waiting list. How are we meant to access health care? Looking at the other terrible reviews I am not alone. I am sure everyone is working hard, but it's broken. This practice and it's systems need an urgent review.
Visited September 2023
Review titled Hilly Fields Medical Centre (The Lewisham Care Partnership)
Replied on 07 March 2024
Dear Patient, Thank you for sharing your experience with us, and I want to sincerely apologise for the challenges you have faced in accessing care at our practice. Your feedback is invaluable as it helps us identify areas for improvement, and I understand your frustration with the current situation. Demand exceeding capacity is a significant issue we are actively addressing, and we are exploring various solutions to improve our telephone and appointment booking systems. We recognise that your time and well being are of utmost importance, and we are committed to finding ways to make accessing healthcare more efficient and seamless for you and your family. I am truly sorry that our current systems have fallen short of providing the level of care and accessibility you deserve. Your concerns will be taken seriously, and we will work diligently to implement changes that will enhance your experience with us. Please know that your feedback is being heard, and we are dedicated to making the necessary improvements to ensure that all patients receive the quality care they deserve. There is an option to download the NHS app, this gives you access to making and cancelling appointments as well as checking medical records. If there's anything specific you would like to discuss or if you require assistance in any way, please do not hesitate to reach out. Your well-being is our priority, and we are here to support you through this process. Kind Regards Jacqueline Henty TLCP HR,Complaints, Communication
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Review titled Inaccessible medical care
Rated 1 star out of 5
by Anonymous - Posted on 01 September 2023
I was reluctant to leave this review and I have a high regard for the medical profession (and am sympathetic of impacts on the NHS) but the way this practice is run is unacceptable and really poor for the community it serves. There is no econsult service so you are left with a system which only allows you to book appointments on the day by ringing at 8am - I have tried days and days in a row and by the time I get through they are all taken. It is also impossible to plan as a working professional so I now feel so anxious about trying to get an appointment and have definitely ignored serious systems. I had to hand deliver a letter chasing results of a scan I had over a year ago (being told to phone the hospital who told me the GP practice should chase) and only got the results after I said I was going to make a subject access request. I do especially worry about the level of service for the most vulnerable and the affect it is having on them. It is just nearly impossible to get an appointment or to follow up with anyone on anything - there is no email address either. They clearly need to get on board with the econsult system because I do worry for patient safety.
Visited August 2023
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 concerns with us. Your feedback is incredibly important, and I want to assure you that we take it seriously. I understand your frustration with the current system limitations and the impact it has on your ability to access timely care. As you rightly pointed out, the NHS is facing unprecedented challenges, and demand often exceeds our capacity. While we are actively working to address these issues, including exploring new avenues for appointment booking and result checking, I acknowledge that our current processes have fallen short of meeting your needs and expectations. I want to apologise for any inconvenience or anxiety this may have caused you. Your experience is not reflective of the level of care we aim to provide, and we are committed to finding solutions to improve our services. In the meantime, I encourage you to explore alternative options such as the NHS app for appointment scheduling and result checking, as well as utilising the services of our team to assist with any concerns or follow-ups you may have. Please know that your feedback will be shared with our team, and we will continue to work diligently to enhance our systems and better serve our community. If there is anything else you would like to discuss or if you require further assistance, please do not hesitate to reach out. Your well-being and satisfaction are our top priorities. As you are anonymous i am able to assist you directly. Please do not hesitate to contact me. Kind Regards Jacqueline Henty Practice Manager TLCP HR,Complaints,Communication.
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Review titled Awful
Rated 1 star out of 5
by Anonymous - Posted on 10 July 2023
I try to ring to get an appointment or get some test results and I am forced to stay in the queue for hours whilst being told 'your call is very important to us', it is quite blatantly not. Please do something about it as the service is failing right now. I know how hard everyone works but why keep people on hold, especially for that amount of time? I don't have the answer but could there even just be an answer machine service so people can ring, then someone just goes through systematically and gets back to people? Can none of the managers think of an alternative that might actually help people as opposed to infuriating patients. And can you please change the hold message, every 20 seconds somebody says how important my call is, which actually just makes it worse. Please do better
Visited July 2023
Review titled Hilly Fields Medical Centre (The Lewisham Care Partnership)
Replied on 07 March 2024
Dear Patient, We truly apologise for the frustration and inconvenience you have experienced when trying to reach us. Your feedback is invaluable, and we are actively exploring ways to improve our communication channels and reduce wait times. We understand the importance of timely access to appointments and test results, and we are committed to finding solutions to enhance our service delivery. Your suggestion for an alternative communication method is noted, and we will certainly consider it as we work towards improving the patient experience. Thank you for bringing this to our attention, and we appreciate your patience as we strive to do better. As you are anonymous i am unable to resolve this directly with you. Please do not hesitate to contact me directly. Kind Regards Jacqueline Henty Practice Manager TLCP HR, Complaints and Communications
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Review titled gone down hill
Rated 1 star out of 5
by Anonymous - Posted on 04 July 2023
I have been with this practice since birth (37yrs) and the new system is atrocious, you can never get an appotment and when you do (after a months wait) its only on the phone. I would never recommend any surgery's with the Lewisham Trust Partnership.
Visited July 2023
Review titled Hilly Fields Medical Centre (The Lewisham Care Partnership)
Replied on 07 March 2024
Dear Patient, I can imagine how frustrating and disappointing it must be to experience such challenges with our practice after you have been a part of it for so long. We are sorry that the changes have made accessing care much more difficult and impersonal for you. Your feelings and experiences are valid, and it's important for us to listen and address concerns like yours. If you would like to discuss or if there is a way I can help directly, please feel free to contact me directly as i am unable to resolve directly as you are anonymous. Kind Regards Jacqueline Henty Practice Manager TLCP HR,Complaints,Communications
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Review titled Despicable
Rated 1 star out of 5
by Anonymous - Posted on 10 July 2023
One morning I couldn't even get through to them the line was engaged that was the 5th of July at 8 in the morning. I had to call 111 to get an emergency appointment. I now need to get my blood results and I am currently (10/7/20230 3:30pm) have been waiting 50 minutes for someone to answer.
Visited July 2023
Review titled Hilly Fields Medical Centre (The Lewisham Care Partnership)
Replied on 07 March 2024
Dear Patient, It is disappointing to hear about your experience trying to reach us. We apologise for the inconvenience you faced with the engaged phone line and the long wait to get through. We understand the importance of timely access to medical assistance and results, and we strive to provide better communication channels and faster response times for our patients. We appreciate your patience and understanding during this challenging time in the NHS. Please know that we are continuously working to improve our services and streamline our processes to ensure a smoother experience for all our patients. If there IS anything specific we can do to assist you further or expedite your blood results, please do not hesitate to reach out to us directly. Please consider downloading the NHS App where you are able to access all you medical records and results, as well as make and cancel appointments. Your feedback helps us identify areas for improvement, and we are committed to addressing them promptly. Thank you for bringing this to our attention, and we apologise for any inconvenience caused. As you are anonymous it is not possible to contact you directly to resolve this problem. Please do not hesitate to contact me directly. Kind Regards Jacqueline Henty Practice Manager TLCP HR, Complaints, Communications.
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Review titled Ridiculous waiting times
Rated 1 star out of 5
by Anonymous - Posted on 01 May 2023
When I joined the telephone queue, I was at position number 5. 2 hours and 20 minutes later, I reach position number 1 but I’m still waiting for someone to answer the phone! I’m fed up of this practice, it’s almost impossible to get an appointment. I have tried using the app but it’s just as useless. When you finally do get an appointment, the waiting time is about 15 days and that’s just to have a telephone consultation.
Visited May 2023
Review titled Hilly Fields Medical Centre (The Lewisham Care Partnership)
Replied on 05 May 2023
Dear patient, Thank you for your feedback. We comprehend that overall, the telephone waiting time can be a long wait and sincerely apologise. We can assure you that our care navigators try to attend to the call queue as quickly and knowledgeably as they can whilst ensuring patients’ needs are still being met. On this occasion, unfortunately we have had a technical problem with the phone system over the bank holiday period. This resulted in the phone lines being open and patients being put into the call queue. We have been assured by our telephone provider that this was a problem at their end and has been fixed for the future bank holidays ahead. The NHS is currently experiencing a nationwide problem with general practice appointments and we are trying our best to offer as much as we can. We have been trying to recruit, but due to the shortage of GP's in the NHS it has been extremely difficult. Due to patients struggling to book appointments for on the day, we are trialing a pre-bookable system. This is to offer patients suitable options, resulting to routine appointments being a week or 2 in advance. In the case of an emergency, we try our best to offer an appointment for on the day or signpost to the appropriate services. Depending on availability, patients are offered both telephone or an in person appointment therefore leaving the type of appointment to the patients discretion. Unfortunately, due to the feedback being anonymous, we are unable to contact yourself to discuss this further. If you would like to have a further discussion, please do not hesitate to contact us. Kind regards Jacqueline Henty