Hilltop Medical Practice
Hillside Primary CC, 150 Hilltop Avenue, Harlesden, London, Greater London, NW10 8RYContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Worst practice ever
Rated 1 star out of 5
by Anonymous - Posted on 22 May 2024
This practice is the worst practice ever I was in pain for 2 day, I call all morning to get through to them but no luck so I tried through the patch and they book an appointmentonce for 5.30 once i appird for the appointment they said I don't have one I was very upset as I was in pain mange to go there and you fine out you don't have an appointment then the next day I book an telephone appointment which I was waiting all day to get the call they didn't call me. I would never recommend this practice to anyone
Visited May 2024
Review titled Hilltop Medical Practice
Replied on 29 May 2024
Dear patient Thank you for your comments. We are sorry to hear of your distress. In order to learn from your feedback I have looked into your case. Our records suggest that you were booked and seen over the weekend by a GP for your initial condition and sent a patchs request on the tuesday morning. This was replied to in 2 hours offering a same day appointment later that afternoon. You did not respond to the offer of the appointment until much later that afternoon by which time the appointment had been assigned to another patient. You then attended that afternoon and was disappointed to hear that you did not have an appointment. This must have been frustrating. I apologize if the receptionist was not clear about why that was the case. You then called the surgery the following day for another condition for which you were referred to the Pharmacy First service as it falls within the seven conditions that can be treated by this service. In May 2023, NHS England and the Department of Health and Social Care announced a Delivery plan for recovering access to primary care. Part of the plan includes enabling patients to get certain prescription medications directly from a pharmacy, without a GP appointment. This new service is expected to free up GP appointments for patients who need them most and will give people quicker and more convenient access to safe and high quality healthcare. It includes the supply of appropriate medicines for 7 common conditions including earache, sore throat, and urinary tract infections, aiming to address health issues before they get worse. Again , I apologize if it was not made clear to you that it would not be a GP who would contact you but a community pharmacist, who can issue medication if required. The NHS is changing in response to unprecedented demand and a dwindling workforce. We are a small practice working in similar fashion to our neighbouring practices, developing new clinical roles to facilitate patient care. As a patient you have every right to demand access to help and I apologize if you feel let down. Please feel to contact the surgery directly and and ask for KT ( administrator) who will be happy to explain the different services and ways to access help.
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Review titled Not a great practice
Rated 2 stars out of 5
by Anonymous - Posted on 28 May 2024
The receptionist people are very lazy and they don't answer for an email in one week. I have sent 2 emails and nothing. I checked many times and yes I use the absolute correct email address. What's happening there people? I work a lot and I don't have time to run in about every small thing, but I cannot get any important information about a progress in email. To answer is 2 minutes jobs. Anytime when I go into the gp, then the receptionists just talking and joking, but they don't have time to answer more than one week? Very annoying.
Visited April 2024
Review titled Hilltop Medical Practice
Replied on 29 May 2024
Dear Patient Thank you for your feedback. I am sorry that you feel that you feel frustrated by the lack of communication. I have asked the administrator to review all emails in the last 2 weeks but can not identify any unanswered emails. We pride ourselves on our short turnaround time to respond so we would be obliged if you could contact us directly to advise what you might need assistance with. Our receptionists are the face of the practice and have to deal daily with vulnerable and sensitive patients who are in need of support. It is paramount that they maintain a happy, supportive and welcoming demeanor. I am unable to identify or assist with any specific issues from your comments. Please contact us directly and we will be happy to assist. For clarity our email address is BRECCG.E84637@NHS.NET Please direct your query to KT (administrator).
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Review titled Helpful manager
Rated 3 stars out of 5
by T PEAK - Posted on 06 July 2023
Mix up on reception with prescription due to communication. Going on holiday, wasn't happy. Insisted on speaking with a manager. Spoke with a manager call Linda who resolved issue and was extremely helpful, understanding and sympathetic. Issue was sorted out immediately and she even went across rd to drop my prescription in saving me a journey. Customer service from her was 10 out of 10. In my opinion the receptionists try their best, but seemed to be overworked due to volume of calls/queries that they receive.
Visited June 2023
Hilltop Medical Practice has not yet replied.