Hillview Medical Centre
3 Heathside Road, Woking, Surrey, GU22 7QPContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Hopeless online service
Rated 1 star out of 5
by Andrew Cornish - Posted on 05 June 2023
Why is it that the online forms close at 16.00? And when the service reopens at 8.00 the service has immediately reached capacity for the day. All I wanted to do was leave blood pressure readings but I simply get a message saying the the Practice has reached capacity for urgent online requests for the day, despite attempting at 8.00 on the dot. My need is not urgent but is something that the GP asked me for. Very, very frustrating
Visited June 2023
Review titled Hillview Medical Centre
Replied on 12 June 2023
Dr Mr Cornish Thank you for your comments and I am very sorry that you have found submitting your readings frustrating. We have listened and today we have launched a new protocol within the practice to make it clear when the forms will be available. From today the forms will open at 08.00 and close at 11.00 each day (Monday to Friday) Each form is triaged by a clinician and managed appropriately. We did try and run a system whereby we could close for urgent on the day requests but leave a form open for routine queries but unfortunately people were still putting urgent requests through and it was unsafe. The local NHS commissioners have engaged a new provider for our web site and so this will change in June/early July and I hope that the new site is clearer for patients to use. I would be very happy to discuss this further with you , if you so wish but I do hope that the service is improved for you in the future. Yours sincerely Jackie Stockill Practice Manager 01483 228059
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Review titled Excellent service
Rated 5 stars out of 5
by Rebecca - Posted on 11 May 2023
I have yet again been so impressed by the swiftness of the response to my email and actions taken. I have found this to be the case every time I have had to contact Hillview over the last few years. I feel Hillview offers an excellent service to it's patients.
Visited May 2023
Review titled Hillview Medical Centre
Replied on 15 May 2023
Dear Rebecca Thank you for your feedback, I am so pleased that the practice has responded to your enquiries and taken appropriate action. I will share your comments with the team as it really makes a difference to hear that you feel the service has been excellent over the last few years. Thank you also fir taking the time to add this message , it is appreciated. Yours sincerely Jackie Stockill Practice Manager
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Review titled Impossible to speak to anyone
Rated 3 stars out of 5
by Anonymous - Posted on 02 May 2023
My consistent experience since registering with the practice is that it is almost impossible to get through on the phone to speak to anyone. The online forms do not cater for all needs so sometimes I need to call. Today I was on hold for 25 minutes and then was cut off. This happens about 80% of the time. If I persist I may get through. The longest I have been on hold before being cut of was over 40 minutes. The last time I called for an appointment, the receptionist would not book me one as she thought I was wrong and needed a blood test instead. I was persistent and she said she would check with someone else and call me back. Over a week later, with no follow-up phone call, I was sent a text message advising me of an appointment at a a time which is completely unworkable for me. So now I need to call again. What is so disappointing about this is the l stress that this causes me: I'm calling from work so being on hold for so long is really awkward. The doctors and nursing staff are really nice and I feel the care is good but they are completely let down by the admin at the practice.
Visited May 2023
Review titled Hillview Medical Centre
Replied on 04 May 2023
Dear patient Thank you for your feedback. We are very sorry to have caused you further stress and I would like to prevent that from happening again. We agree that the website is confusing and difficult to know which forms to use. The website which is provided to all practices in Woking is being changed. The Surrey Heartlands team have found a new supplier and so we will be moved onto the new site in May to June (assuming the project goes to plan). I hope that this will make the website easier for patients to use and so free up the telephone lines for patients who need to contact us in that way. I do appreciate that the telephone lines are very busy but I can assure you that our system records the numbers of calls we are taking and how many of those are dropped calls. We do also find from our software that the time of day also reflects how many people are trying to call and so it may be easier for you to call us at less busy times such as the middle of the day. I do understand your frustration of waiting for a telephone call back and not receiving it and then receiving a text message. I can not respond with an explanation as your post is anonymous, but if you contact me I can look into what happened in this instance and if there is a need to discuss what happened with your situation I can then discuss with the staff concerned. Thank you for your positive feedback about the clinical team, going forward I hope we can make you feel that the admin team do not wish to let you down but provide the service that you need. I would appreciate a discussion with you to that end. Yours sincerely Jacqueline Stockill Practice Manager Direct dial 01483 228059
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Review titled Impossible to get through or make an appointment
Rated 4 stars out of 5
by Anonymous - Posted on 10 March 2023
It is impossible to get through to Hillview. The phone will keep ringing and no one will pick up. Once I was so frustrated that I decided to wait as loon as it would take for someone to answer. My call was finally answered after about 20 minutes of ringing. And the staff answered the phone to say that they couldnt help me. The surgery insists on using its online forms. However, some of these forms dont work either. I called again to report this and they just said that you will have to try again later or come into the practice: I just had to submit a BP reading. I have used an online form to book an appointment and it took them 2 days to revert, and this after another form was sent in as a reminder. Hillview never used to be like this, but recently, the practice management seems to have fallen into disarray.
Visited March 2023
Review titled Hillview Medical Centre
Replied on 14 March 2023
Dear Patient Thank you for your feedback, I am sorry that you had difficulties contacting the practice. If you could contact me in person then I could look into matters more closely for you. For instance if you were trying to call at 8am our phone lines are very busy and so it may be better to call later in the morning. I could also listen to your telephone call and speak to members of the team if appropriate. The online website was introduced to make access to the practice easier for patients so that they did not have to wait in the telephone queue to receive an answer to a query, request medication or book an appointment. Each month we answer an average of 14,000 phone calls and our system records that on average we only miss around 300 calls per month. In the past year we have received and responded to 64,756 requests through our website. All requests are read and triaged and I can look into your individual request if you provide details. However it would appear from what you have said that you asked for an appointment, the request was triaged as routine and someone contacted you within two days to make the appointment. If you would like to discuss any of this further please do get in contact with me directly. Yours sincerely, Mrs J Stockill Practice Manager 01483 228059