Care Opinion

Text size

Theme

Language

Videos in BSL or ISL
Help with language translation
Help with reading or listening

Absolutely appalling

Story from nhs.uk

"Absolutely appalling "

About: Hilly Fields Medical Centre

It’s shocking this GP surgery is still able to operate as it is. Rude and incompetent reception team make it impossible to get an appointment, unless you have time to queue in the morning. When you do manage to speak to someone, you get lazy health care advice with no regard for co-morbid conditions and no follow up (even for irregular blood results). Yet again they are delayed approving a repeat prescription, which has left me requesting as an emergency from 111. No matter the complaints I see, nothing seems to change.

More about:
nhs.uk logo
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Hilly Fields Medical Centre 7 months ago
Hilly Fields Medical Centre

Submitted on 07/01/2025 at 11:26
Published on nhs.uk at 11:26

Dear Rose,

Thank you for taking the time to share your concerns and experiences with us. I am truly sorry to hear about the difficulties you have faced in accessing our services and the frustration this has caused.

It is extremely concerning to learn about your negative experiences with our reception team and the delays in processing repeat prescriptions. This falls short of the standards of care and service we strive to provide. Please accept my sincere apologies for the distress and inconvenience this has caused. Your feedback has been shared with the relevant teams to address these issues and to ensure patients are treated with respect and professionalism at every step.

We recognise how crucial it is to provide comprehensive and considerate care, particularly when managing co-morbid conditions and following up on irregular test results. I apologise if our service did not meet your expectations or needs in this regard. We are actively reviewing our processes to ensure follow-ups are managed more effectively and that patients receive timely, appropriate care.

On the matter of repeat prescriptions, we aim to process all requests within the expected time frames. While delays can occasionally occur, it is unacceptable for this to impact your access to essential medication. If you continue to face issues with prescriptions, please contact us directly so we can prioritise resolving the matter.

I understand your concern that changes may seem slow despite previous complaints. Please rest assured that we are committed to learning from patient feedback and making meaningful improvements to the services we provide. Your input is invaluable in helping us identify areas where we need to do better.

If you would like to discuss your concerns further or provide additional details about your experiences, please don’t hesitate to reach out to us directly. We are here to support you and ensure that you feel confident in the care you receive.

Kind regards,

Complaints Hub

The Lewisham Care Partnership

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k