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An appalling surgery set up

Story from nhs.uk

" An appalling surgery set up"

About: Hilly Fields Medical Centre

This is the worst surgery I have ever had the misfortune of having to be a patient of. Impossible to get an appointment, on hold for hours trying - and failing - to get through to anyone, rude receptionists without any empathy on how to get medical help. I think the surgery has recently merged with another surgery so it appears they’re unable to cope with the high number of patients. Obviously it’s tough, but it means that we patients are unable to get any help for illness, which is completely unacceptable. Have been forced to go to Lewisham A&E instead as it’s the only way of getting medical help in the area. Please, for the sake of everyone else in the neighbourhood, this surgery needs a drastic overhaul for it to even begin to meet the needs of its patients. It shouldn’t be this hard to get medical attention.

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Responses

Response from Hilly Fields Medical Centre 2 years ago
Hilly Fields Medical Centre

Submitted on 17/06/2021 at 07:54
Published on nhs.uk at 19:50

Dear Patient,

Thank you for taking the time to leave a review. The Practice takes all concerns raised by our patients seriously and we are sorry that you have been left disappointed with the service you have received on this occasion.

I understand your frustration when trying to get through on the telephones however we ask for your patience at times when the demand is high, this is a nationwide problem. We are currently looking into a new telephone system to help alleviate some of this problem.

We would like to assure you it would not be the intention of the reception team to come across in this way and they try their best to direct patients to the correct service for the patients needs. The practice merged over 10 years ago so this means the only thing that has changed is the building, we still have the same staffing capacity, however as you can appreciate the pandemic has put extra demand on an already over stretched service of which the whole team work very hard every day to try address on a daily basis.

As you are anonymous it is not possible to give you an informed response however we would invite you to contact the Practice Manager to discuss your concerns more fully. Details of how to do this are on the "Contact Us" page of our website.

Kind Regards

Jacqueline Henty

Practice Manager

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