Hillfoot Surgery
126 Owlcotes Road, Pudsey, West Yorkshire, LS28 7QRContact details and opening times
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Reviews
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Review titled Waiting over an hour for a phone call
Rated 3 stars out of 5
by Stephen Jones - Posted on 17 December 2024
Had an appointment today (17.12.24) for a pharmacist to phone me at 1 p.m. regarding some test results from 21st November! Suffice to say I'd heard nothing by 2 p.m. so rang the surgery. Receptionist answered after 15 minutes of me waiting. Was advised they cannot give a time when the pharmacist will ring. So my question was "Well why give a time of 1 p.m. if you're not ring then" Her response. "Well we can't give a time when the pharmacist will ring" ME "So why give a time of 1 p.m. why not between 1p.m and 4 pm Her response "Well you'll have to be patient with us". I did say that I was glad the call was being recorded as they would tell me of if I was late for an appointment and they should be patient with us if we did. Not too happy.
Visited December 2024
Review titled Hillfoot Surgery
Replied on 17 December 2024
Dear Mr Jones I am sorry that you were unhappy with the service received today at Hillfoot Surgery. We strive at all times to deliver the best care possible and it seems on this occasion we fell below this standard. I will look into the audit trail of your appointment and will listen to the call to book it, as generally we do not specify times for telephone appointments with Pharmacist, we would specify am or pm so I am not sure who informed you it would be 1pm. We have had a number of new staff at the surgery, and this may be identified as a learning opportunity for them so any complaints are avoided in the future. I hope that when you did receive the call you had a satisfactory and positive experience with the Pharmacist. Finally, I would like to reassure you that we take on board all comments and learn from them. I hope this answers your concerns. Alison Stewart - Practice Manager
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Review titled People with complex needs.
by A patient - Posted on 23 September 2024
I have had a very positive experiences at this GP practice, and the care they provide is very good. However, as someone who has a relative with complex needs, I've noticed that there are significant barriers in place when it comes to making inquiries, especially for individuals with disabilities like autism, hearing impairments, or speech difficulties. Of course, using the patches GP system for basic inquiries would be inappropriate for basic inquiries. For many of these individuals, engaging in verbal communication can be challenging, which raises an important question: how can they effectively navigate the process of contacting the practice for basic inquiries? In today's world, where inclusivity should be a priority, it’s essential for healthcare providers to offer multiple avenues for communication that cater to a wide range of needs. I believe that this practice could greatly benefit from exploring options such as a dedicated email system for such people, Implementing such a feature would not only facilitate easier communication for individuals with disabilities but also enhance the overall patient experience for all. Furthermore, staff training on how to assist patients with diverse needs could be invaluable in ensuring that everyone feels welcomed and supported. Making these adjustments would demonstrate a commitment to inclusivity and help bridge the gap for those who struggle with traditional methods of communication. I hope Hillfoot can consider these suggestions and take steps toward creating a more accessible environment for all patients, enabling individuals with complex needs to connect with the pratice as seamlessly as those without such challenges.
Visited September 2024
Review titled Hillfoot Surgery
Replied on 24 September 2024
Thank you for being so complementary about the care you have received at Hillfoot. We do strive to deliver the best care we can. I am sorry that you felt you had to raise the issue of reasonable adjustments, and that you feel at times that these are not considered. As a practice we do take this issue very seriously, and s part of the process of ensuring patients needs are met and adjustments taken into account we are working with our neigbouring practices to address this. for the past 18 months we have had a reasonable adjustments coordinator working across practices, speaking to patients and adding notes to records. Our staff are undertaking reasonable adjustment training this week in order that they can take this work forward. Whilst we try, we do not always get it right, so for that I would like to apologise on behalf of the practice. Thank you for your suggestions - I have added to the next clinical meeting agenda so that we can discuss the points you raised.
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Review titled The Nurses And Receptionists Are The Best!
Rated 5 stars out of 5
by Julie Bootland - Posted on 04 July 2024
I got my dates mixed up with an injection I need to have every 8 weeks. Because I was going on holiday I tried to book in for it at 7 weeks. The nurse, advised me why I couldn’t do it. I’ll admit I was a bit emotional about it as my symptoms can be difficult especially as I was going on holiday! I got home and my husband offered a compromise to come back a little earlier and book in for my jab. When I called to make an appointment the receptionist explained it was a difficult week as nurses were on annual leave or away on courses however she went and found me an appointment at the end of that week by changing things around. I will now be just one week late for my injection instead of whatever I would have been at had they both not helped me. They never judged me for getting my weeks wrong and they helped me as much as they could to get me the earliest appointment possible. I felt listened to, I felt cared about and I very much appreciate it. Thank you!
Visited June 2024
Review titled Hillfoot Surgery
Replied on 24 September 2024
I am the practice manager at the surgery and I would like to say many thanks for taking the time to give such good feedback and I am pleased that we were able to accommodate you. We do try to be as flexible as possible to meet the needs of our patients, and am pleased to note that we were in your case.
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Review titled Fantastic Service
Rated 5 stars out of 5
by Ann Davies - Posted on 04 April 2024
Although I have been a registered patient for over 20 years I have not really needed to attend the surgery in the last 15 - 20 years. Having heard all the concerns about the NHS being stretched I have avoided using their services to not waste the NHS resources. However, having been quite poorly for the last month I eventually decided I needed to see a doctor and contacted the surgery. I don’t know who I spoke to on reception but she was both exceptionally friendly and helpful explaining to me how to register with Patches and sending me the link. Whilst I was doing this she, without my knowledge, spoke to the doctor and then called me back within 10 mins, to tell me she had booked an appointment with a doctor for the next day. When I attended the surgery for my appointment the doctor was attentive, thorough and helpful, taking any stress out of my appointment. I cannot thank the staff and doctors enough for easing me through, for me, a stressful experience. Thank you so much.
Visited April 2024
Review titled Hillfoot Surgery
Replied on 24 September 2024
As the practice manager Hillfoot I wanted to thank you for taking the time to write this review and feed back your satisfaction with the service you received. I have passed on your comments to the staff as good feedback is very encouraging for them. Many thanks
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Review titled Left out
Rated 5 stars out of 5
by Anonymous - Posted on 30 September 2024
I like the pratice in that the Dr's are kind. But I was intrigued to hear claims of the having a coordinator to help people with complex needs. However, being someone with complex needs, I've never had anyone discuss options for extra help ever.
Visited October 2023
Review titled Hillfoot Surgery
Replied on 01 October 2024
As the practice manager for the surgery I am very pleased to read your feedback that you find the GPs kind - I will feed this back to them. Regarding a complex needs co- ordinator. She works across all of the practices to work with patients who may need reasonable adjustments in order to support their surgery visits. She has been primarily working with our patients across all of the 6 practices in West Leeds who have a learning disability, but we want to understand and extend this service to all patients. It is not always obvious when patients would benefit from reasonable adjustments. If you would like to either email the surgery or submit an online consultation (called a PATCHS on our website) with your details we can ask her to contact you and discuss which specific needs you have. many thanks
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Review titled Appointments
Rated 2 stars out of 5
by Anonymous - Posted on 02 August 2023
Unable to get an afternoon appointment or any appointment at all Patch’s not a good service when reception say problem completed it doesn’t tell you it has then gone to doctor if doctor says make an appointment you will wait 2-3 weeks to be seen Quite a poor service
Visited July 2023
Review titled Hillfoot Surgery
Replied on 24 September 2024
Hi I am the practice manager at the surgery and was disappointed to hear of your dissatisfaction with the PATCHS service. This service was introduced by NHS england to increase patient access, and continues to be refined all the time. Since you wrote this I hope you have had a more positive experience. We always listen to comments and suggestions in an effort to improve the service we provide.
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Review titled Patchs
Rated 5 stars out of 5
by V.Allan - Posted on 30 June 2023
Used the Patchs system for the first time, & was very impressed with the service. Easy to use & GP telephoned me shortly after submitting details. Very satisfactory outcome.
Visited June 2023
Review titled Hillfoot Surgery
Replied on 24 September 2024
I am pleased that you found the Patchs system easy to navigate. This has been introduced to increase access for patients and to avoid the need to hang on the telephone. We are constantly reviewing and refining our online consultations to better meet the needs of the patients. Thank you for taking the time to write this
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Review titled Brilliant Service
Rated 4 stars out of 5
by Lisa Hobson - Posted on 19 May 2023
Given an appointment after waiting behind 15 other people in the queue. Very friendly and accommodating staff. Saw doctor and required bloods and was found a cancellation within 20 minutes so all done and dusted. Doctor , reception staff and blood lady all fantastic. Thank you
Visited May 2023
Review titled Hillfoot Surgery
Replied on 30 May 2023
Many thanks for taking the time to post this review - as the practice manager I will ensure the staff are informed. The reception staff have a challenging job at times so its very good to hear that we managed to give you the service we always try and aspire to.
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Review titled Terrible service on repeat prescriptions.
Rated 1 star out of 5
by Anonymous - Posted on 26 May 2023
I moved to Hillfoot Surgery 2 months ago. Since I have been there they have messed up 2 repeat prescriptions out of 2. The first one had medication missing which I only discovered when I got to the pharmacy. This caused me to miss 1 day of medication. They could have emailed/called and told me I can't have it when I requested it but they didn't. The second time I emailed my prescription 1 week before it was due. 6 days later I had to go to the surgery and chase it up because I had run out f medication. I was promised it would be ready the same day but it wasn't. I am currently on Day 2 of no medication. They have promised I will get it today (again). Will they deliver before the bank holiday weekend or will I have to skip a few more days of medication? Absolutely the worst service I have every received from a doctors surgery.
Visited May 2023
Review titled Hillfoot Surgery
Replied on 30 May 2023
Dear patient Im sorry to hear of the problems you have been having with your repeat medications. As you have posted this anonymously I cant investigate your particular issues but can give a general comment on how we manage prescriptions. We endeavour to issue repeat prescriptions within 72 hours of requests, but have recently had difficulty achieving this due to a combination of high demand and new staff members getting used to the processes we follow. To address this our GPs have taken on extra workload to deal with the backlog, so this problem should not occur again. We would not wish you to be without any essential medication, and if that was the case I would have expected the staff member you dealt with to resolve the problem. Your feedback is helpful as it helps in staff training, so these problems do not occur again. On behalf of the practice i would like to apologise for any inconvenience caused.
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Review titled Poor service. Why bother offering e-consultations
Rated 2 stars out of 5
by Rob - Posted on 26 May 2023
I was recently transferred here as a patient after my old practice closed down. I took time to submit an e-consultation form for an issue I was having. I received a short message telling me to call the practice to book a routine appointment. If that’s what I wanted to do I’d have done that in the first place. Why offer e-consultations if you aren’t going to help people in that way. I shall just try and resolve the issue myself given you won’t help. Very poor.
Visited May 2023
Review titled Hillfoot Surgery
Replied on 30 May 2023
Dear Patient I am sorry to hear that you are unhappy with the e-consultation service offered by the practice, and just wanted to explain the purpose of the e- consults. As part of our GP contract we are mandated by NHS England to offer this service. It is a means of submitting a non urgent problem and allowing the GP to read and triage appropriately. If they feel the problem is urgent they will ask the admin staff to call the patient and make an appointment to see the GP either the same day or the next. for non urgent issues the GP requests the patient makes a routine appointment for within the next 2 weeks at their convenience. E-consults are a popular choice for patients as it allows them to contact the surgery without having to call - which can sometimes be more convenient for them. If you dont feel they are helpful, please feel free to call the surgery for an appointment or use the on-line services to book an appointment. On a daily basis routine GP appointments are available online from 6am each morning.