Hilly Fields Medical Centre (The Lewisham Care Partnership)
172 Adelaide Avenue, London, SE4 1JNContact details and opening times
Patient ratings and reviews
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Help others by sharing your thoughts and experiences about Hilly Fields Medical Centre (The Lewisham Care Partnership).
Reviews
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Review titled gone down hill
Rated 1 star out of 5
by Anonymous - Posted on 04 July 2023
I have been with this practice since birth (37yrs) and the new system is atrocious, you can never get an appotment and when you do (after a months wait) its only on the phone. I would never recommend any surgery's with the Lewisham Trust Partnership.
Visited July 2023
Review titled Hilly Fields Medical Centre (The Lewisham Care Partnership)
Replied on 07 March 2024
Dear Patient, I can imagine how frustrating and disappointing it must be to experience such challenges with our practice after you have been a part of it for so long. We are sorry that the changes have made accessing care much more difficult and impersonal for you. Your feelings and experiences are valid, and it's important for us to listen and address concerns like yours. If you would like to discuss or if there is a way I can help directly, please feel free to contact me directly as i am unable to resolve directly as you are anonymous. Kind Regards Jacqueline Henty Practice Manager TLCP HR,Complaints,Communications
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Review titled Despicable
Rated 1 star out of 5
by Anonymous - Posted on 10 July 2023
One morning I couldn't even get through to them the line was engaged that was the 5th of July at 8 in the morning. I had to call 111 to get an emergency appointment. I now need to get my blood results and I am currently (10/7/20230 3:30pm) have been waiting 50 minutes for someone to answer.
Visited July 2023
Review titled Hilly Fields Medical Centre (The Lewisham Care Partnership)
Replied on 07 March 2024
Dear Patient, It is disappointing to hear about your experience trying to reach us. We apologise for the inconvenience you faced with the engaged phone line and the long wait to get through. We understand the importance of timely access to medical assistance and results, and we strive to provide better communication channels and faster response times for our patients. We appreciate your patience and understanding during this challenging time in the NHS. Please know that we are continuously working to improve our services and streamline our processes to ensure a smoother experience for all our patients. If there IS anything specific we can do to assist you further or expedite your blood results, please do not hesitate to reach out to us directly. Please consider downloading the NHS App where you are able to access all you medical records and results, as well as make and cancel appointments. Your feedback helps us identify areas for improvement, and we are committed to addressing them promptly. Thank you for bringing this to our attention, and we apologise for any inconvenience caused. As you are anonymous it is not possible to contact you directly to resolve this problem. Please do not hesitate to contact me directly. Kind Regards Jacqueline Henty Practice Manager TLCP HR, Complaints, Communications.
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Review titled Ridiculous waiting times
Rated 1 star out of 5
by Anonymous - Posted on 01 May 2023
When I joined the telephone queue, I was at position number 5. 2 hours and 20 minutes later, I reach position number 1 but I’m still waiting for someone to answer the phone! I’m fed up of this practice, it’s almost impossible to get an appointment. I have tried using the app but it’s just as useless. When you finally do get an appointment, the waiting time is about 15 days and that’s just to have a telephone consultation.
Visited May 2023
Review titled Hilly Fields Medical Centre (The Lewisham Care Partnership)
Replied on 05 May 2023
Dear patient, Thank you for your feedback. We comprehend that overall, the telephone waiting time can be a long wait and sincerely apologise. We can assure you that our care navigators try to attend to the call queue as quickly and knowledgeably as they can whilst ensuring patients’ needs are still being met. On this occasion, unfortunately we have had a technical problem with the phone system over the bank holiday period. This resulted in the phone lines being open and patients being put into the call queue. We have been assured by our telephone provider that this was a problem at their end and has been fixed for the future bank holidays ahead. The NHS is currently experiencing a nationwide problem with general practice appointments and we are trying our best to offer as much as we can. We have been trying to recruit, but due to the shortage of GP's in the NHS it has been extremely difficult. Due to patients struggling to book appointments for on the day, we are trialing a pre-bookable system. This is to offer patients suitable options, resulting to routine appointments being a week or 2 in advance. In the case of an emergency, we try our best to offer an appointment for on the day or signpost to the appropriate services. Depending on availability, patients are offered both telephone or an in person appointment therefore leaving the type of appointment to the patients discretion. Unfortunately, due to the feedback being anonymous, we are unable to contact yourself to discuss this further. If you would like to have a further discussion, please do not hesitate to contact us. Kind regards Jacqueline Henty
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Review titled Broken
Rated 3 stars out of 5
by C.Mullings-Lewis - Posted on 29 March 2023
I have been with this practice over 25 years. The situation has deteriorated since the pandemic. I was taken ill in February and have been trying to see someone for a month. I tried calling, looking online numerous times and finally got a phone appointment but no one called. Eventually I emailed my symptoms and got an appointment today but the email hadn't been passed on to the GP. I do believe practice staff and GPs are doing their best, it is not their fault but the system is broken. Trying to book an appointment whether by phone or online is impossible. I only contact the practice/try to see a GP if I have an issue that I have no other way of remedying. When you're feeling ill and can't get an appointment the advice is ring 111 - if the surgery can't cope and everyone is being told to call 111, what is the point of having a surgery. On this NHS site it says my practice is accepting new patients - why when they are unable to cope with existing patients. I don't know what the solution is - presumably its more GPs. more staff and/or more funding. Whatever it is I hope it happens soon as current system is in a state of collapse.
Visited March 2023
Review titled Hilly Fields Medical Centre (The Lewisham Care Partnership)
Replied on 21 April 2023
Dear C.Mullings-Lewis Thank you for your feedback. We are sorry that you were not happy with the service you received on this occasion and sincerely apologise. I would like to assure you, we are working very hard and the clinicians try to run to time however some cases are more complex requiring longer consultations and resulting in the clinicians running late at times. Please understand that the pandemic has had a significant impact on GP services and we are still currently dealing with the longstanding impact. Thank you for acknowledging that in such challenging, pressured and overworking times that we are still doing all that we can, to provide the best service possible. We do experience an outstanding call volume which our care navigators work extremely hard on daily to minimise the waiting time. We do offer multiple online services such as the NHS App, AskFirst, Patient Access etc which releases appointments at different times so all patients have a chance in booking in. Please do not hesitate to come into the surgery if you would like support in setting this up. The demand for the appointments is currently outweighing capacity which is a nationwide problem. 111 is only advised if the appointment reason is deemed as a clinical emergency as our care navigators are trained to refer patients to the most appropriate services. Due to the nature of service that we provide, we would have to obtain permission from NHS England to close our books. Once our books are closed, regrettably, we are unable to reopen them for an outstanding period of time which would not be beneficial to those who are new to the area, new-born babies and more. As this is the downfall of closing our books, we have decided that it will not be the most appropriate action. Unfortunately, due to patient confidentially, we are unable to discuss all matters highlighted by yourself. If you would like to discuss this further, please do not hesitate to contact us. Kind regards Jacqueline Henty Practice Manager