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 Impossible to contact.
Rated 3 stars out of 5
by Louise - Posted on 05 September 2024
I have been with hillveiw surgery for about 40ish years. Yesterday was the straw that broke the camels back ? I was ringing about a prescription that wasn't sent to my pharmacy I was on the phone for 1 hour 1 minute no one answered the phone call got cut off so didn't get to resolve the issue? Very disappointed.
Visited August 2024
Review titled Hillview Medical Centre
Replied on 19 September 2024
Dear Louise I am sorry that you have had cause to post this review. I would be very happy to discuss this with you if you would like to contact me on my direct dial number 01483 228059. Thank you for your feedback and I am sorry that you were kept waiting on the telephone and then got cut off. We have asked our telephony provider to check why someone would be cut off but it would be helpful if we could speak to you to trace the call through the system as all calls that are dropped are recorded. The website may also be a quicker way for you to get queries resolved as any messages about prescriptions are passed directly to our prescriptions team. I am sorry for the rather vague response but as I say I could answer more comprehensively if I had more information. Yours sincerely Jackie Stockill Practice Manager
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Review titled Everything extremely poor
Rated 1 star out of 5
by Anonymous - Posted on 04 July 2024
Staff need training about customer care and service.very rude. No empathy, moody and condescending. Poor communication. No continuity of care from reviewing online appointment requests. Expectation to go and sit in walk in centre for hours. Opening hours ridiculous for modern day. Giving wrong details to other care providers, so they try and contact somebody at work with no access to phone. Addressing a minor in a text message even though it is clear that this number belongs to a parent. No communication with each other because get a variety of appointments for the same thing. Very frustrating to deal with surgery for any matter through any communication tool.
Visited July 2024
Review titled Hillview Medical Centre
Replied on 15 July 2024
Dear Anonymous I am sorry that you have felt that a very poor rating is appropriate. I am unable to respond to you directly as you have posted anonymously but it would be helpful if you could contact me directly on 01483 228059 and I can look into the reasons why you are feeling this way. For example "staff need training" I think you must be referring to an individual rather than meaning all staff throughout the practice need training and so speaking with you would help us identify where things went wrong for you. Our opening hours are contractual and we are open from 8 am to 8pm - Monday to Friday and 9 - 5pm on Saturday. Staff will address messages through to patients if under 18 years as if staff feel that a child is competent to make decisions they should be able to and rules of confidentiality, even with parents do apply; but again I am only able to make a vague response without knowing the circumstances. I do note that you have been able to get a variety of appointments but are unsatisfied with the outcome and again I would like to address why you feel the way you do despite being seen more than once. Thank you for your feedback, I hope to hear from you so I can properly respond. Yours sincerely Jackie Stockill Practice Manager.
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Review titled Appalling phone wait times
Rated 3 stars out of 5
by Anonymous - Posted on 19 June 2024
The practice is impossible to contact. I spent 26 minutes waiting on the phone and then just gave up. It is such an ordeal to go there physically and I hope they do something about their phone etiquette and wait times. This is not the first time either. It doesnt seem important enough for their practice management.
Visited June 2024
Review titled Hillview Medical Centre
Replied on 19 June 2024
Dear Patient I am sorry that you have found cause to complain. We take all complaints very seriously and I would like you to contact me so that I can properly investigate your concerns. It is important to the management team and if you can provide your name and time of your telephone call I would be able to give you a better response. We have put in a new telephone system where you can hold your place in the queue and our team will call you back. The telephones are exceptionally busy but we have receptionists answering the telephones throughout our opening hours. We also have the ability to analyse call waiting times, how many we pick up and how many we drop and average waiting times. The practice website is also a good way to manage your queries and there are various forms you can submit for prescription queries, appointments etc and these again are all triaged on the day. I look forward to hearing from you. Yours sincerely Jacqueline Stockill Practice Manager 01483 228059
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Review titled Bad Receptionist
Rated 1 star out of 5
by Anonymous - Posted on 29 May 2024
I was on the phone with receptionist who was really rude for no reason. Very unprofessional behaviour and very rude while talking on the phone. Really bad experience
Visited May 2024
Review titled Hillview Medical Centre
Replied on 29 May 2024
Dear Patient Thank you for your feedback and I am sorry that you feel you have had cause to submit this review. It would be really helpful if you would contact me directly as we record all telephone calls and we would be able to play the call back and investigate further. My direct dial telephone is 01483 228059. Yours sincerely Jacqueline Stockill Practice Manager
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Review titled faultless
Rated 5 stars out of 5
by Georgia - Posted on 23 April 2024
Having had bad experiences previously I am very reluctant to go to the doctors, since registering this is the first time Ive attended this surgery and my mind was put completely at ease. The receptionists were incredibly friendly, helpful and empathetic over the phone and once I got there, explaining to me what I needed to do and where to go. The doctor I saw was also very understanding, empathetic and made me feel very heard. Thank you for making a usually anxious experience so easy
Visited April 2024
Review titled Hillview Medical Centre
Replied on 08 May 2024
Dear Georgia We are very pleased that all went well for you. Thank you for taking the time to post your comments, it means a great deal to the team to read encouraging support. We are always very grateful for patient feedback good or not so good, so please do contact me should you wish to share anything further in the future. Thank you. Yours sincerely Jackie Stockill Practice Manager
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Review titled So disappointed with how this practice is now
Rated 1 star out of 5
by C Thomas - Posted on 04 October 2023
Firstly need to say receptionist lovely and helpful on phone. But after over 30 years with this practice I am just so upset with experiences over last year. In particular this time, the triage system where the new website forms do not allow enough detail and then after more than 24hrs the reply by text gives a phone appointment in 20 days and does not answer what I felt was for me an urgent question. Discharge letter from hospital not showing on record after a week and it seems therefore not reviewed all though that is unclear as I can’t talk to anyone who knows. Medication given by hospital needs repeat prescription but I can’t see how to ask for it when my record not up to date. I understand that things are different now and that there is a lot of pressure but the stress of not being able to get answers to a fairly simple question doesn’t help when you are not well. Asked specific questions including one about medication and no reply. Sadly looking into other local practises. Feel there is no continuity of care now and it feels unsafe. If someone had taken a short time to reply by text or phone to answer questions it would have helped.
Visited October 2023
Review titled Hillview Medical Centre
Replied on 10 October 2023
Dear C Thomas I am sorry that you have had cause to complain, the practice takes all complaints very seriously and I have investigated your concerns. Thank you for stating that the receptionist was lovely and helpful on the telephone but I am saddened that you are upset by your experience over the past year and that you are disappointed with the practice. The new website has been provided by our commissioners (Surrey Heartlands) and I am afraid we have very little control over the content or the design of the form. All forms that come into the practice are clinically triaged and the clinician decides on what appointment you need and how long you can wait for that appointment. I am unable to answer the query as to the discharge letter from hospital or the medication without additional information from you. I would be very happy to discuss this further if you contact me and I can investigate this further and give you a more rounded response. Yours sincerely Jackie Stockill Practice Manager 01483 228059
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Review titled Gone down hill
Rated 2 stars out of 5
by Martin - Posted on 26 October 2023
I am disabled and house bound. Trying to contact you is almost impossible. Doctors do not visit, but give telephone consultations weeks after your enquiry. I feel if a doctor had visited my health might be better,and would have been referred to StGeorges’s sooner. One bright light in the gloom, my Covid, flu jabs were well managed by the surgery. They took place 3days after my enquiry. This was a home visit by the nurse. I find the new website bare sufficient, not enough scope to adequately explain my needs. I have to constantly remind the surgery that I am disabled and house bound and that I require home visits. The website does allow me to reorder prescriptions which is ok, but I ask for phone confirmation and get a text message. Once upon a time I could receive an E - mail reply and could converse with you. This new site does not give this as an option. Trying to contact you by phone is nigh on impossible! I’ve been a patient of yours since the early 1970’s , and moved with you to your present location. This practice has gone down hill in the last couple of years. I realise that many things have contributed to this and some are out of your control,but your staff should listen to what a patient says and treat them as an individual. And not as a number that is supposed to respond to every text message sent by the surgery quoting web site to visit that are not reachable. Yours sincerely Mr nolan
Visited October 2023
Review titled Hillview Medical Centre
Replied on 06 November 2023
Dear Mr Nolan I am very sorry that you have found it difficult to contact us. The practice does take all complaints seriously and I have looked into your concerns. I am afraid that we do not manage the website, it is provided by our commissioners, Surrey Heartlands and we have previously fed back about comments that our patients have made about it but this has not brought about any changes. When you submit a form, if the clinical staff require more information than you have submitted they will send back a response asking you to clarify the position or query. All forms submitted though the web site are triaged by a clinician and an appropriate appointment and waiting time is then offered. If a home visit is considered appropriate then the clinicians will visit. I can see that we have responded to all of the forms that you have submitted and you have been given an appointment on each occasion. I am pleased to hear that you found our home visiting service for the covid-19 and flu immunisation service useful and well managed, I will feed this back to the nursing team. I am sorry that you feel the practice has gone downhill in the last couple of years and that the staff do not listen to you. I would welcome a discussion with you to understand instances or occasions specifically that have led to these general comments as it is difficult to address this on this platform. Yours sincerely Jacqueline Stockill Practice Manager 01483 228059
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Review titled Impossible to contact
Rated 3 stars out of 5
by Ernest Boughton - Posted on 21 July 2023
I have been trying to book a blood test, requested by a doctor, for 4 days. On the three occasions when the phone has actually rung no-one has picked up. I have rung all three practice numbers frequently, until I got the gentleman telling me to use the website, which like the practice registration system does not work. It allows only cancellation of an appointment.
Visited July 2023
Review titled Hillview Medical Centre
Replied on 24 July 2023
Dear Mr Boughton I am sorry that you have had problems getting through on the telephone. I can assure you that we have receptionists answering the telephones but the lines are very busy. We introduced a new website on 12th July and it is taking time for people to learn how to use the new system and this is increasing the number of calls to the practice. My colleague has suggested that you put your request through the website as this would avoid you needing to wait on the telephone. Your request would have been dealt with by the admin team and then the results emailed or texted to you. We do understand that our current telephone system can be improved and to that effect we are changing the telephone system soon, new features will include call waiting and call back features which mean that together with knowing where you are in the queue, you can also ask for a call back by leaving your telephone number. This does not loose your place in the queue but saves you having to physically hold the phone whilst you are waiting. I would be happy to discuss any of this further, if you would like to please do contact me on the telephone number below. Yours sincerely Jacqueline Stockill Practice Manager 01483 228059
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Review titled Apalling new wesite
Rated 3 stars out of 5
by Anonymous - Posted on 13 July 2023
They have just switched to a new website It Does Not Work!!! I just need to order some medication, the old website was ok but they have changed it to something that clearly has not been tested… tried phoning but constantly get cut off because I suspect 10,000 other people are having the same issues!!
Visited July 2023
Review titled Hillview Medical Centre
Replied on 17 July 2023
Dear Patient I am sorry that you have had cause to complain, we take all complaints very seriously and I have investigated your concerns. We do have a new website and it is working. The forms for repeat prescriptions are available 24 hours per day. The website has been provided by Surrey Heartlands ICB, our commissioners, and has been piloted in a number of locations in the area. The intention is that all practice in this area will use the same website. If you would like to contact me directly so I can explain how the website works I would be happy to do so. When the new website was activated there was some downtime on the site and we are very sorry but this meant that those usually using the site then used our telephones instead which did mean there were an immense number of calls coming in that way. We have also found a new telephony provider and hope to be moving our telephone system in the next 4 - 6 weeks all being well. Please do contact me if you would like to discuss this further. Yours sincerely Jacqueline Stockill Practice Manager 01483 228059
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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