Hilly Fields Medical Centre (The Lewisham Care Partnership)
172 Adelaide Avenue, London, SE4 1JNContact details and opening times
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Reviews
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Review titled You cannot book a general appointment or smear test
Rated 1 star out of 5
by Anonymous - Posted on 10 January 2025
I have been trying for days to book a smear test. You only have three options of appointments you can book via Patient Access or the NHS app - two relating to flu jabs, one a COPD etc. appointment. No general appointments or smear tests. When you call during opening hours it says they cannot speak to you and it ends the call. If patients cannot book general appointments and smear tests - you are not providing adequate services. Please explain to me how I can book a general appointment or smear test?
Visited January 2025
Hilly Fields Medical Centre (The Lewisham Care Partnership) has not yet replied.
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Review titled Frustrating
Rated 1 star out of 5
by Anonymous - Posted on 24 November 2024
It's very difficult to get an appointment, my phone will not allow me to join the queue at 8am as its too congested. I would like the system to go back to being able to book routine appointments / telephone appointments through the NHS app. It makes you feel like theres no point trying to go as it feels exhausting trying to be seen.
Visited October 2024
Review titled Hilly Fields Medical Centre (The Lewisham Care Partnership)
Replied on 07 January 2025
Dear Patient, Thank you for sharing your concerns about the appointment booking system. I understand how challenging and frustrating it can be to secure an appointment, and I sincerely apologise for any inconvenience this has caused you. We acknowledge that navigating the system, particularly during peak times, can be difficult. Appointments are released daily at 8am and can be booked via the NHS app. The app displays appointment availability across all five of our sites, regardless of a patient’s registered site, and these appointments are allocated on a first-come, first-served basis. We strongly encourage all patients who are able to take advantage of our online booking facilities for quicker access. It is important to us that you feel supported and confident in accessing the care you need. If you are finding the process exhausting or feel you are not being seen in a timely manner, please do not hesitate to contact the practice directly so we can discuss your concerns further. Thank you for taking the time to bring this issue to our attention. Your feedback is invaluable as we continue to work to improve our services. Kind regards, Complaints Hub The Lewisham Care Partnership
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Review titled Little chance of seeing a Doctor
Rated 2 stars out of 5
by Anonymous - Posted on 25 October 2024
Today, I have once again spent over two hours trying to make an appointment and once again, I have failed. I cannot get through by phone. I cannot make an online appointment. I see the practice is taking on new patients. It would be nice if some of their existing patients were actually able to see a Doctor. I have been with the practice for decades and every re-organisation has made it harder to see a Doctor. If Hilly Fields prefers their patients to go to Accident & Emergency instead, they should say so.
Visited October 2024
Review titled Hilly Fields Medical Centre (The Lewisham Care Partnership)
Replied on 07 January 2025
Dear Patient, Thank you for sharing your concerns, and I am truly sorry to hear about the ongoing difficulties you have faced when trying to book an appointment. I completely understand how frustrating and disheartening this experience must have been, especially given your long-standing history with the practice. Spending hours attempting to book an appointment without success is not the standard of care we aim to provide, and I sincerely apologise for the inconvenience caused. We recognise that our current system has been a source of frustration for many patients, and we are actively working to make improvements. In May 2024, we introduced a new phone system with a callback feature to reduce wait times and allow patients to hold their place in the queue without staying on the line. Additionally, our online system includes a triage form for urgent or same-day needs, which is reviewed by a GP to ensure patients are directed to the most appropriate clinician or service within 24 hours. We appreciate that these systems are not perfect, and your feedback highlights areas where further changes are needed. Regarding your comment about new patients, I understand your concern and assure you that we are equally committed to meeting the needs of our existing patients. We are actively reviewing capacity and working to balance demand to ensure all patients can access the care they require. Your suggestion about communication is noted, and I appreciate your frustration about feeling redirected to other services like Accident & Emergency. Please rest assured that we are here to support you, and if you are unable to book through the usual channels, our care navigators are available to help over the phone or in person. Thank you for your loyalty to the practice over the years. We are committed to addressing these issues and rebuilding your trust. If you would like to discuss this matter further, please do not hesitate to get in touch directly. Kind regards, Complaints Hub The Lewisham Care Partnership
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Review titled More medication
Rated 5 stars out of 5
by JMD - Posted on 02 August 2024
Great service and was very pleasantly surprised at speed and efficiency of practice and pharmacy. I was prescribed a month of medication by the hospital prior to having a procedure. I got a phone appt easily with a Community pharmacist who spent some time talking me through the tablets and how to take them. The date of the procedure then changed so I needed more tablets which weren't on a 'repeat' prescription. I requested them via the NHS app, explained the issue in the available Comments box and they were approved within hours plus the Community pharmacist phoned me again to check how I was getting on with the medication.
Visited July 2024
Review titled Hilly Fields Medical Centre (The Lewisham Care Partnership)
Replied on 07 January 2025
Dear Patient, Thank you for taking the time to share your experience with us. I am delighted to hear that you were pleasantly surprised by the speed and efficiency of both our practice and pharmacy. It is wonderful to know that your interactions with the Community Pharmacist were thorough and supportive, particularly in helping you understand your medication and how to take it. I am glad we were able to respond quickly to your request for additional tablets following the change to your procedure date and that the pharmacist followed up to ensure you were managing well with the medication. Feedback like yours is incredibly valuable to our team and serves as a reminder of the positive impact we can have when our processes work well. I will ensure your kind words are shared with the team, as I know they will appreciate hearing about the difference their care and attention have made. Thank you once again for your lovely feedback. Please do not hesitate to reach out if there is anything further we can do to support you. Kind regards, Complaints Hub The Lewisham Care Partnership
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Review titled So, so fed up now
by Anonymous - Posted on 10 June 2024
I've just had enough now. Recently I've experienced so many issues with Hilly Fields from severely delayed repeat prescriptions, to prescriptions getting 'lost in the system' and of course, just never being able to book an appointment. Today, I was due to have a telephone appointment, early afternoon I was told, but I never received the call. What on earth am I supposed to do now? I won't be able to get through on the phone tomorrow.
Visited June 2024
Review titled Hilly Fields Medical Centre (The Lewisham Care Partnership)
Replied on 07 January 2025
Dear Patient, Thank you for reaching out and sharing your recent experiences with us. I am truly sorry to hear about the challenges you have faced with repeat prescriptions, booking appointments, and your missed telephone consultation. I completely understand how frustrating and exhausting this must have been, and I want to sincerely apologise for the inconvenience caused. The delays and issues with prescriptions are concerning, and I deeply regret the impact this has had on you. We are actively reviewing our prescription processes to ensure requests are handled promptly and accurately. Regarding your missed telephone appointment, I apologise for the lack of communication and the disappointment it has caused. This does not reflect the standard of care we aim to provide. We understand that getting through on the phone can be a challenge during busy periods. To address this, we introduced a callback feature earlier this year, allowing patients to hold their place in the queue without waiting on the line. Additionally, for routine or same-day appointments, we encourage patients to use our online triage form, available on our website, which is reviewed by a clinician within 24 hours. If completing the form is not an option, our care navigators are available to assist via phone or in person. I truly appreciate your patience during these difficult experiences and your willingness to bring these issues to our attention. Your feedback is invaluable as we continue working to improve our services. If you would like to discuss this matter further or need additional support, please do not hesitate to contact us directly. Kind regards, Complaints Hub The Lewisham Care Partnership
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Review titled Absolutely appalling
Rated 1 star out of 5
by Rose - Posted on 01 June 2024
It’s shocking this GP surgery is still able to operate as it is. Rude and incompetent reception team make it impossible to get an appointment, unless you have time to queue in the morning. When you do manage to speak to someone, you get lazy health care advice with no regard for co-morbid conditions and no follow up (even for irregular blood results). Yet again they are delayed approving a repeat prescription, which has left me requesting as an emergency from 111. No matter the complaints I see, nothing seems to change.
Visited May 2024
Review titled Hilly Fields Medical Centre (The Lewisham Care Partnership)
Replied on 07 January 2025
Dear Rose, Thank you for taking the time to share your concerns and experiences with us. I am truly sorry to hear about the difficulties you have faced in accessing our services and the frustration this has caused. It is extremely concerning to learn about your negative experiences with our reception team and the delays in processing repeat prescriptions. This falls short of the standards of care and service we strive to provide. Please accept my sincere apologies for the distress and inconvenience this has caused. Your feedback has been shared with the relevant teams to address these issues and to ensure patients are treated with respect and professionalism at every step. We recognise how crucial it is to provide comprehensive and considerate care, particularly when managing co-morbid conditions and following up on irregular test results. I apologise if our service did not meet your expectations or needs in this regard. We are actively reviewing our processes to ensure follow-ups are managed more effectively and that patients receive timely, appropriate care. On the matter of repeat prescriptions, we aim to process all requests within the expected time frames. While delays can occasionally occur, it is unacceptable for this to impact your access to essential medication. If you continue to face issues with prescriptions, please contact us directly so we can prioritise resolving the matter. I understand your concern that changes may seem slow despite previous complaints. Please rest assured that we are committed to learning from patient feedback and making meaningful improvements to the services we provide. Your input is invaluable in helping us identify areas where we need to do better. If you would like to discuss your concerns further or provide additional details about your experiences, please don’t hesitate to reach out to us directly. We are here to support you and ensure that you feel confident in the care you receive. Kind regards, Complaints Hub The Lewisham Care Partnership
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Review titled Impossible to get appointments
Rated 1 star out of 5
by Anonymous - Posted on 04 May 2024
The system of booking appointments (with no pre-bookable appointments ever available) makes it virtually impossible for those who work or have to take kids to school to ever make an appointment. I have not been able to make an appointment for months.
Visited April 2024
Review titled Hilly Fields Medical Centre (The Lewisham Care Partnership)
Replied on 07 January 2025
Dear Patient, Thank you for taking the time to share your concerns about our appointment booking system. I am truly sorry to hear about the difficulties you have faced in accessing our services. We understand how challenging it can be to secure an appointment while managing work or school commitments. In May 2024, we introduced a new booking system for urgent and same-day appointments, which involves completing a triage form. This form can be accessed via our website and is reviewed by a GP, ensuring patients are directed to the most appropriate clinician or service within 24 hours. We recognise that some patients may find it difficult to complete the form independently, so we encourage those individuals to contact the practice by phone or in person. Our trained care navigators are available to assist in completing the form on your behalf. To improve phone access, we also switched to a new telephone provider that better meets both patient and practice needs. The new system includes a callback feature, so patients no longer have to wait on hold. Instead, they will receive an automatic call when they reach the front of the queue. Appointments are released daily at 8am and can be booked online via the NHS App. This platform displays all available appointments across our five sites, regardless of a patient’s registered site, and appointments are allocated on a first-come, first-served basis. I sincerely apologise for the frustration and inconvenience caused by the difficulty in securing an appointment over recent months. If you continue to experience challenges with the current system, please do not hesitate to contact our care navigators, who can help explore alternative options, such as completing triage forms or identifying the best time to secure an appointment. Your feedback is invaluable in helping us improve our services, and we are committed to making meaningful changes to ensure all patients have access to the care they need. If there is anything further we can do to assist you or if you would like to discuss your concerns in more detail, please do not hesitate to reach out. Kind regards, Complaints Hub The Lewisham Care Partnership
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Review titled Impossible to speak to reception and get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 27 March 2024
Each time I call whether for me or my young children I want for over an hour on hold. I was once on hold (trying to rectify a mistake made on a prescription by a locum doctor) for over an hour - I was called number 1 in the queue for 35 minutes. At 8am it doesn’t ring so you keep needing to press redial. Appointments are cancelled or rescheduled at the last minute. I’ve been with this practice for 8 years and it was never like this. Since Covid it’s been awful. Some of the doctors and nurses are fantastic. If you ever actually get to speak with them.
Visited March 2024
Review titled Hilly Fields Medical Centre (The Lewisham Care Partnership)
Replied on 07 January 2025
Dear Patient, Thank you for sharing your experience. I am truly sorry to hear about the challenges you have faced in accessing our services. I understand how frustrating and discouraging it can be, particularly when it involves care for you or your young children. We recognise the difficulties caused by long phone wait times and the issues with getting through at 8am. Your experience of being stuck as caller number one for such a long time is especially concerning, and I sincerely apologise for the inconvenience this caused. In May, we transitioned to a new telephone provider to better meet both our practice’s and patients’ needs. With this system, patients no longer need to stay on the line for extended periods. Instead, it offers a callback service, ensuring you will receive an automatic call once you reach the front of the queue, without the need to wait on hold. We also introduced a new booking system for urgent same day appointments whereby patients are required to complete a form outlining the nature of the issue they would like to discuss with a clinician, this is then reviewed by a GP before patients are booked an appointment with the most appropriate clinician or directed to the most appropriate service. I am also sorry to hear about the inconvenience caused by appointment cancellations and rescheduling. While we aim to minimise disruptions, this may not always be possible. However we understand how they can add to your frustration. Please rest assured that we are working to improve our communication and reduce the likelihood of last-minute changes. It is heartening to hear that when you do see our doctors and nurses, you find them fantastic. It is our priority to provide high-quality care and ensure that you feel supported and confident in the services we offer. If you ever face an urgent issue, such as a prescription concern or a time-sensitive matter, please do not hesitate to visit the practice in person or ask for alternative solutions. We are here to help and want to ensure your needs are met. Thank you for being with us for the past eight years. We truly value your feedback, as it helps us identify areas for improvement, and we are committed to making meaningful changes. Kind regards, Complaints Hub The Lewisham Care Partnership
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Review titled Are there appointments
Rated 1 star out of 5
by P H - Posted on 29 March 2024
As with others, trying to get an appointment has become worse since joining the partnership. I am still trying online and seeing the "there are no appointments" message and not knowing if I have been too slow or none were actually available on the day, or a week ahead. Can you sort out the appointment system to provide some level of information? It would also be nice to get a genuine answer and not some random AI generated we are sorry and understanding response.
Visited March 2024
Review titled Hilly Fields Medical Centre (The Lewisham Care Partnership)
Replied on 07 January 2025
Dear Patient, Thank you for reaching out and sharing your experience. I am sorry to hear about the difficulties you have faced trying to book an appointment and the frustration this has caused. I want to assure you that your concerns are being taken seriously, and we are committed to making improvements where possible. The current system releases appointments daily at 8am, they are booked on a first-come, first-served basis. Unfortunately, high demand means appointments can be filled very quickly, which often leads to the "no appointments available" message you are seeing. I understand how unclear and discouraging this can feel. Your suggestion to provide more transparency within the booking system is a valuable one that we can feedback to the creators of the online services, unfortunately as we do not own the NHS app or any other online booking system we are unable to change the messaging displayed ourselves. I appreciate your feedback about wanting a genuine response. We are listening and working on practical solutions to make access easier and more transparent. In the meantime, if you are struggling to book an appointment or need urgent care, please contact the practice directly, and we will do our best to assist you. Thank you for taking the time to raise this issue with us. Your feedback is important, and we are committed to making meaningful improvements to the service. Kind regards, Complaints Hub The Lewisham Care Partnership
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Review titled A chocolate teapot would be more useful.
Rated 1 star out of 5
by Anonymous - Posted on 18 March 2024
I spent 2 plus hours on hold to your surgery. I was calling to make an appointment for my elderly and immobile father. After 130 minutes of dreadful hold music, I was told that the next available appointment is over 2 weeks away. I was then told that should my elderly immobile father wish to arrive at the surgery for 8am the following morning , he may be lucky enough to get a same day appointment - no guarantees though. I reiterated that he’s elderly and immobile. How has it become so difficult for people to try and see a doctor? And, why does it take over 2 hours to even speak to a receptionist? I must also add that before even getting through and being out on hold, I had to redial 45 times as line was constantly engaged. Very very disappointing.
Visited March 2024
Review titled Hilly Fields Medical Centre (The Lewisham Care Partnership)
Replied on 07 January 2025
Dear Patient, Thank you for sharing your experience. I am truly sorry to hear about the difficulties you faced while trying to arrange an appointment for your elderly and immobile father. I completely understand how frustrating and distressing this must have been, and I sincerely apologise for the inconvenience caused. Spending over two hours on hold is unacceptable, and I deeply regret the strain this has placed on you. We understand the challenges our patients face with the current system and are actively working to make improvements. Earlier this year, we introduced a new telephone system with a callback feature to reduce the need for patients to remain on hold. However, I acknowledge that this system has not resolved all issues, especially during times of high demand. To improve access to urgent same-day appointments, we have also implemented a triaging system. This involves completing a form detailing the issue the patient wishes to discuss, which is then reviewed by a GP. Patients are directed to the most appropriate clinician or service based on their needs. For those who are unable to complete the form, such as patients with mobility challenges or those without digital access, we encourage contacting the practice directly, where our care navigators can provide assistance. Carers or family members are also welcome to complete the form on behalf of the patient. I appreciate your concerns regarding appointment availability and the suggestion for your father to attend in person for a same-day appointment. For someone who is elderly and immobile, I understand how impractical this is. We are actively reviewing our processes to ensure better support for patients with specific needs, including mobility limitations. I am deeply sorry that your experience with our practice has been so disappointing. Please know that we are taking these concerns seriously and are committed to making meaningful changes to improve access and care for all our patients. If there is anything further we can do to support you and your father, or if you would like to discuss this matter in more detail, please do not hesitate to contact us directly. Kind regards, Complaints Hub The Lewisham Care Partnership