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 They do not answer the phones
Rated 1 star out of 5
by Jacqueline Jarvia - Posted on 17 January 2024
I have been trying to days to get through the to surgery. They do not answer the phone - I was holding to over hours on 16th of January, for more than half of this time I was number one in the queue. The same experience last week and again today. The auto message telling me that my call is important is obviously nonsense.
Visited January 2024
Review titled Hilly Fields Medical Centre (The Lewisham Care Partnership)
Replied on 07 March 2024
Dear Jacqueline Jarvia, I'm truly sorry for the difficulty you've encountered in reaching our surgery. Your experience of extended wait times and being unable to get through despite being first in the queue is unacceptable, and I understand your frustration. We sincerely apologise for the inconvenience caused by our phone lines being consistently busy. Your feedback is invaluable, and we are actively working to address this issue to ensure better accessibility for all our patients. The automated message stating that your call is important is intended to convey our commitment to providing timely and attentive care, but I understand that it may feel meaningless when you're unable to reach us. Please know that we take your concerns seriously, and we are actively exploring solutions to improve our phone system's efficiency. In the meantime, if there's anything urgent you need assistance with or if you have any other concerns, please don't hesitate to reach out to us through alternative channels or by visiting the surgery in person. Your well-being is our priority, and we are committed to providing you with the care and support you need. Thank you for bringing this matter to our attention, and we apologise once again for any inconvenience caused. We greatly appreciate your patience and understanding as we work towards improving our services. Kind Regards Complaints Hub The Lewisham Care Partnership
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Review titled Impossible Appontments
Rated 1 star out of 5
by Anonymous - Posted on 13 January 2024
Telephoned the surgery to make an appointment with a concerning my ongoing condition & treatment. After hours holding in the interminable machine phone queue I finally reached "you are no. 1 in the queue". Then I was cut off! Tried again the next day, this time over 2 hours holding to speak to receptionist only to be told there were no appointments for two weeks. If concerned call 111. This is now common at Hilly fields MC. Online appointments do not exist. It is beyond poor service. This is atrocious service that gets worse each day. Complaints to the practice result in manager advising me that if not happy with them then to look elsewhere for another GP practice. This terrible GP practice somehow still gets a high rating. Make sure you have free phone minutes & plenty of time & patience if trying to get through to this place.
Visited January 2024
Review titled Hilly Fields Medical Centre (The Lewisham Care Partnership)
Replied on 07 March 2024
Dear Patient, Thank you for reaching out and sharing your recent experience with us. I am truly sorry to hear about the difficulties you faced in trying to secure an appointment regarding your ongoing condition and treatment. It's disheartening to learn that you encountered challenges in accessing our services, particularly with the extended wait times on the phone and the unavailability of appointments for two weeks. I understand the frustration and inconvenience this may have caused you. Please know that your feedback is crucial for us to identify areas that require improvement. I apologise for the inconvenience you've experienced with our telephone system and the difficulties in securing timely appointments. We recognise there are problems with our booking system and would like to disclose that we are looking into multiple ways to improve patient contact and our telephone system. We offer both telephone and face to face appointments up to 3 weeks in advance via the online booking system and booking through reception. If you are using the online booking system to make an appointment, it will only show telephone appointments. However, this can be changed to a face to face appointment upon the patients’ request. We are committed to enhancing our services and strive to provide a more efficient and patient-friendly experience. If you would like to discuss this further, please do not hesitate to contact us. Kind Regards Complaints Hub The Lewisham Care Partnership
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Review titled Front desk staff very rude and don’t answer the phone
Rated 2 stars out of 5
by Rose Arouca - Posted on 16 January 2024
I have been holding the line since 1pm I was number 14 now it’s 15:45 I’m number 7 then the phone cuts off and I tried calling again I was number 15. This service is disgraceful. No care about patients at all. The front desk staff is very dismissive. They are rude. Talk to people like we are bothering them. They shout at you when you can’t hear them. The front desk staff is very rude.
Visited January 2024
Review titled Hilly Fields Medical Centre (The Lewisham Care Partnership)
Replied on 07 March 2024
Dear Rose Arouca, Thank you for sharing your feedback. I sincerely apologise for the challenging experience you encountered while attempting to contact our practice. Your input is profoundly troubling, and I want to extend my heartfelt apologies for the inconvenience and frustration you have faced. It is unacceptable that you had to endure a prolonged wait on the phone, only to be disconnected, and then encounter dismissive and rude behavior from our front desk staff. I recognise the importance of efficient and respectful communication, especially when patients seek assistance or information. Rest assured, we are promptly investigating the concerns you raised. We will address the conduct of our staff members and implement necessary measures to prevent such incidents from occurring in the future. I apologise once again for the inconvenience and distress you experienced. Your feedback is invaluable, and we appreciate you bringing these issues to our attention. Be assured that immediate action is being taken to address your concerns and enhance our services. If you wish to discuss your concerns further or need any assistance, please feel free to contact us. Kind Regards, Complaints Hub The Lewisham Care Partnership
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Review titled poor phone service
Rated 1 star out of 5
by djelika - Posted on 31 January 2024
I called at 8:00 and stayed on the phone for an hour and 42minutes . i’ve been caller number one for the past hours and no response, honestly poor service. no point of giving out call services if they don’t work and there’s always a bug , i am now having to call A&E
Visited January 2024
Review titled Hilly Fields Medical Centre (The Lewisham Care Partnership)
Replied on 07 March 2024
Dear Djelika, Thank you for your feedback. We sincerely apologise for the extended wait time you experienced when trying to reach us by phone. Your feedback is incredibly important to us, and we regret that our phone service did not meet your expectations on this occasion. We understand the frustration and inconvenience caused by the long wait and lack of response. Our aim is to provide efficient and timely assistance to all our patients, and we regret that we fell short in your case. Please rest assured that we take your feedback seriously, and we will investigate the issue to ensure that improvements are made to prevent similar situations from occurring in the future. Once again, we apologise for the inconvenience and appreciate your patience and understanding. If there is anything further we can assist you with or if you have any additional feedback, please do not hesitate to contact us. Kind Regards Complaints Hub The Lewisham Care Partnership
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Review titled Empty surgery, but no appointments
Rated 1 star out of 5
by Anonymous - Posted on 08 December 2023
Today I waited over two hours to get through to book an appointment. I got up to number 2 in the queue, then I got cut off. I phoned back immediately and went back to number 14 in the queue. I waited another 90 mins before a friend offered to take me to the surgery. When I got to the surgery I was told all the appointments were gone for the day, yet the surgery was completely empty at 11am. When I mentioned this to receptionist she shrugged her shoulders and couldn’t explain why nobody was in the surgery, yet there were no appointments. I then asked if I could book an advance appointment and she said no, they are all booked up until January 2024. I went next door to the chemist, then went back to GP surgery, to ask for a complaints form. I was amazed to hear the same receptionist on the telephone telling a patient “I will get a doctor to call you later today” Another reception lady came over and spoke to me. She had a much nicer and caring approach, but still no appointments. She told me you can book appointments online at 8am & 6pm daily but they go really quickly. She then said that despite the surgery being empty the surgery was fully book. I do not understand how the doctors are fully booked when there is no patients in the surgery? I would like somebody to explain that to me please. I would also like somebody to explain why the phone recording states you are number……. In the queue, yet when you go into the surgery no receptionists are on the phone? Are they really spending over 15 minutes per caller on the telephone? Are the GP’s working from home? My mobility is limited due to osteoarthritis and I have now injured my knee, so I cannot stand outside in a queue at 8am. I do not recommend anyone joining this surgery. Good GP’s, but you are unable to get an appointment to see them
Visited December 2023
Review titled Hilly Fields Medical Centre (The Lewisham Care Partnership)
Replied on 07 March 2024
Dear Patient, Thank you for your feedback. I am sincerely sorry for the frustrating experience you had while trying to book an appointment with our practice. It's deeply concerning to hear about the long wait times and the difficulties you encountered both over the phone and in person. I completely understand your confusion and frustration regarding the discrepancy between the apparent lack of patients in the surgery and the unavailability of appointments. It's important to understand that while the waiting room may appear vacant, General Practitioners are often engaged in various tasks. These include conducting telephone appointments, managing administrative duties such as authorizing repeat prescriptions, processing referrals, handling medical insurance paperwork, and attending meetings such as clinical and safeguarding meetings. A General Practitioner's typical day encompasses more than just patient consultations; it also involves various tasks aimed at supporting patient care. Regarding the booking of advance appointments, I apologise for the inconvenience of not being able to secure one until January 2024. We offer both pre-bookable and on the day appointments however, the on the day appointments tend to go quite quickly hence the reason why you were offered the next available. I appreciate your feedback about the different approaches of our reception staff. It's important for us to provide compassionate and helpful service to all our patients, and I'm glad to hear that one of our team members was able to assist you better. In response to your enquiries about the phone queue system and the availability of appointments, I assure you we are actively reviewing both systems and are currently working towards a system which will enhance patient care and communication. We have front house reception staff who attend strictly to the patients who attend the practice and care navigators strictly attend to the telephone calls in a separate office. Your mobility limitations are a valid concern, and we apologise for any inconvenience caused by our current appointment booking system. We understand that not all patients are able to queue at 08:00am to get an appointment and are actively working on a booking system which we hope will be more efficient reduce the need of having to attend the surgery at 08:00am to book an appointment. Please know that your feedback is invaluable to us, and we are committed to addressing these issues to improve the overall experience for our patients. If there's anything else we can do to assist you, please don't hesitate to let us know. Kind Regards Complaints Hub The Lewisham Care Partnership
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Review titled Avoid
Rated 1 star out of 5
by Anonymous - Posted on 18 December 2023
Gp won’t care, can’t make an appoitment easily. Although they should be open from 8am to book an appointment over the phone, it won’t work until 20-30 minute later. And then…you’ll wait in a queue for a long time. You’ll need slightly under an hour to be able to speak to someone. Doctor won’t call back when there is a phone call appointment. Another time left inaudible voicemail. Lack of care.
Visited December 2023
Review titled Hilly Fields Medical Centre (The Lewisham Care Partnership)
Replied on 07 March 2024
Dear Patient, Thank you for your feedback, I'm truly sorry to hear about your frustrating experience trying to book an appointment with our practice. Your feedback is concerning, and I understand the importance of being able to easily access medical care when needed. We acknowledge that our current appointment booking system has been causing inconvenience, with delays in phone lines and lengthy wait times. This is certainly not the level of service we strive to provide, and I apologise for any inconvenience or distress this may have caused you. At the moment, our telephone queuing system can only hold a maximum of 30 patients. Once the capacity has been reached, patients will receive a busy tone which may come across as the telephone not working. We are actively seeking to implement change regarding our telephone system and are hoping to have this in place in the near future. Regarding the missed phone call appointments and inaudible voicemails, I sincerely apologise for the lack of communication and care demonstrated in these instances. Your concerns are valid, and we are committed to addressing them promptly to ensure that every patient receives the attention and support they deserve. Please be assured that we are taking your feedback seriously and will work to improve our processes to enhance the accessibility and quality of our services. If there's anything specific we can do to assist you or if you have further concerns, please don't hesitate to reach out. Your well-being is our top priority, and we are here to support you in any way we can. Kind Regards Complaints Hub The Lewisham Care Partnership
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Review titled Confused
Rated 3 stars out of 5
by David Donnelly - Posted on 03 January 2024
I went for a blood test a while ago, I called reception for results. I was told there was something I needed to speak to the doctor about but they had no appointments available. I need to call at 8am to book appointment. Is there no other way to speak to doctor or nurse?.
Visited November 2023
Review titled Hilly Fields Medical Centre (The Lewisham Care Partnership)
Replied on 07 March 2024
Dear David Donnelly, We appreciate your input, and I extend my sincere apologies for the challenges you faced while attempting to schedule an appointment to discuss your test results. Your feedback is taken seriously, as we recognise the importance of ensuring convenient access to medical care. Have you considered utilising our online services? The AskFirst app allows patients to book a routine telephone call across any site up to 3 weeks in advance. This app does not require any credentials from your surgery; you can download the app and create your account. Should you need assistance with this process, you are welcome to visit the surgery, where one of our care navigators will be available to provide support. Exploring alternative avenues may help expedite the appointment scheduling process. Your feedback is immensely valuable to us, and we are dedicated to enhancing our services for the benefit of our patients. We thank you for your patience as we strive to create a more seamless and efficient healthcare experience. Kind regards, Complaints Hub The Lewisham Care Partnership
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Review titled Impossible to see or speak to a medical professional
Rated 1 star out of 5
by Anonymous - Posted on 26 October 2023
I have used this practice since 2014, but in the last two or so years it has become impossible to see or speak to a medical professional. It is the worse healthcare (non)service I've ever experienced. I know that the current government has run the NHS into the ground, but the problems at this practice seems to be even more severe than at others. None of my colleagues or friends at other practices struggle as much as I do to get an appointment.
Visited October 2023
Review titled Hilly Fields Medical Centre (The Lewisham Care Partnership)
Replied on 07 March 2024
Dear Patient, Thank you for your feedback. I understand your frustration and disappointment with the decline in accessibility and quality of service at our practice over the past few years. It's disheartening to hear that you've encountered such difficulties in seeking medical attention, especially considering your longstanding relationship with us since 2014. While I acknowledge the challenges you've faced, I want to assure you that we are continuously striving to improve our services despite the broader systemic issues affecting the healthcare sector. Your feedback is invaluable to us, and we take it seriously in our efforts to address and rectify these issues. I am genuinely sorry for any inconvenience or frustration you have experienced, and I want to assure you that we are committed to finding solutions to improve your experience with our practice. If there are specific concerns or suggestions you would like to share with us, please don't hesitate to reach out. We are here to listen and to work towards providing you with the quality healthcare you deserve. Kind Regards Complaints Hub The Lewisham Care Partnership
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Review titled Unable to access care
Rated 1 star out of 5
by Anonymous - Posted on 22 September 2023
Like the previous reviewer I am sad to write this as I know clinical services in the uk are stretched. However, I have to be honest about the experience of being with this gp practice, and this is not been my experience with other gps within London so the systems here aren't working. I have called 4 times in the last couple of months about various illnesses my family have had. I have never once even managed to get in the queue to speak to a receptionist, only receiving the engaged tone. This is despite sitting with my phone calling immediately when the phones switch over. I tried for over 30 mins each time and still couldn't even get to the waiting list. How are we meant to access health care? Looking at the other terrible reviews I am not alone. I am sure everyone is working hard, but it's broken. This practice and it's systems need an urgent review.
Visited September 2023
Review titled Hilly Fields Medical Centre (The Lewisham Care Partnership)
Replied on 07 March 2024
Dear Patient, Thank you for sharing your experience with us, and I want to sincerely apologise for the challenges you have faced in accessing care at our practice. Your feedback is invaluable as it helps us identify areas for improvement, and I understand your frustration with the current situation. Demand exceeding capacity is a significant issue we are actively addressing, and we are exploring various solutions to improve our telephone and appointment booking systems. We recognise that your time and well being are of utmost importance, and we are committed to finding ways to make accessing healthcare more efficient and seamless for you and your family. I am truly sorry that our current systems have fallen short of providing the level of care and accessibility you deserve. Your concerns will be taken seriously, and we will work diligently to implement changes that will enhance your experience with us. Please know that your feedback is being heard, and we are dedicated to making the necessary improvements to ensure that all patients receive the quality care they deserve. There is an option to download the NHS app, this gives you access to making and cancelling appointments as well as checking medical records. If there's anything specific you would like to discuss or if you require assistance in any way, please do not hesitate to reach out. Your well-being is our priority, and we are here to support you through this process. Kind Regards Jacqueline Henty TLCP HR,Complaints, Communication
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Review titled Inaccessible medical care
Rated 1 star out of 5
by Anonymous - Posted on 01 September 2023
I was reluctant to leave this review and I have a high regard for the medical profession (and am sympathetic of impacts on the NHS) but the way this practice is run is unacceptable and really poor for the community it serves. There is no econsult service so you are left with a system which only allows you to book appointments on the day by ringing at 8am - I have tried days and days in a row and by the time I get through they are all taken. It is also impossible to plan as a working professional so I now feel so anxious about trying to get an appointment and have definitely ignored serious systems. I had to hand deliver a letter chasing results of a scan I had over a year ago (being told to phone the hospital who told me the GP practice should chase) and only got the results after I said I was going to make a subject access request. I do especially worry about the level of service for the most vulnerable and the affect it is having on them. It is just nearly impossible to get an appointment or to follow up with anyone on anything - there is no email address either. They clearly need to get on board with the econsult system because I do worry for patient safety.
Visited August 2023
Review titled Hilly Fields Medical Centre (The Lewisham Care Partnership)
Replied on 07 March 2024
Dear Patient, Thank you for taking the time to share your concerns with us. Your feedback is incredibly important, and I want to assure you that we take it seriously. I understand your frustration with the current system limitations and the impact it has on your ability to access timely care. As you rightly pointed out, the NHS is facing unprecedented challenges, and demand often exceeds our capacity. While we are actively working to address these issues, including exploring new avenues for appointment booking and result checking, I acknowledge that our current processes have fallen short of meeting your needs and expectations. I want to apologise for any inconvenience or anxiety this may have caused you. Your experience is not reflective of the level of care we aim to provide, and we are committed to finding solutions to improve our services. In the meantime, I encourage you to explore alternative options such as the NHS app for appointment scheduling and result checking, as well as utilising the services of our team to assist with any concerns or follow-ups you may have. Please know that your feedback will be shared with our team, and we will continue to work diligently to enhance our systems and better serve our community. If there is anything else you would like to discuss or if you require further assistance, please do not hesitate to reach out. Your well-being and satisfaction are our top priorities. As you are anonymous i am able to assist you directly. Please do not hesitate to contact me. Kind Regards Jacqueline Henty Practice Manager TLCP HR,Complaints,Communication.