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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Reviews
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Review titled Brilliant nurse
Rated 5 stars out of 5
by E F - Posted on 27 March 2024
I have just had a routine appointment with Nurse N and she was just excellent- really thorough and professional and sprinted round the corner so I could get my prescription quickly. Last week I saw a doctor and she was again, really good and professional. It’s literally impossible to get through on the phones- permanently engaged or hours long waits- but ok if you go in and book your appointment in person. At 2pm it is quite quiet. Apart from the phones the surgery has been really good for me and nurse N was just the icing on the cake.
Visited March 2024
Hilly Fields Medical Centre (The Lewisham Care Partnership) has not yet replied.
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Review titled On its knees
Rated 1 star out of 5
by Anonymous - Posted on 06 March 2024
I rang to book a routine appointment I was number seven in the queue 2 hours and 30 minutes later somebody and the phone. This is my third complaint no changes for the better have been made yet which I find this so sad to see that Hillyfields Surgery gone to such a low level.
Visited March 2024
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 ongoing concerns with us. We sincerely apologise for the persistent challenges you've faced in trying to book a routine appointment, and we appreciate your patience. Your feedback is crucial, and we understand the frustration caused by the extensive wait times on the phone. We acknowledge that, despite your previous complaints, you haven't seen improvements in the service, and we genuinely regret the impact this has had on your experience with Hillyfields Surgery. Please be assured that your feedback is being taken seriously, and we are actively working towards finding solutions to enhance our services. It's disheartening to hear that the changes you had hoped for haven't materialised yet. Rest assured, we are committed to addressing these issues and implementing improvements to provide a more efficient and responsive healthcare experience for our patients. We appreciate your continued patience and understanding. If you have any specific details or if there's anything else you would like to share, please feel free to contact us directly. Your input is invaluable as we strive to make meaningful changes. Kind Regards, Complaints Hub The Lewisham Care Partnership
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Review titled Practice has gone down hill
Rated 1 star out of 5
by Anonymous - Posted on 09 February 2024
I’ve waited over an hour and half to get through this morning to be told there are no appointments this isn’t the 1st time it’s happened. They can offer one in three weeks time or call 111. Since they have merged with other practice the service is so poor anyone thinking of joining this practice save yourself the hassle and try else where I’m now going to find myself a new practice as I can never get appointment always busy and once you get through after hours trying to get through your told there is no appointments!
Visited February 2024
Review titled Hilly Fields Medical Centre (The Lewisham Care Partnership)
Replied on 07 March 2024
Dear Patient, Thank you for reaching out with your concerns. We sincerely apologise for the prolonged wait time you experienced while attempting to schedule an appointment with us. Your frustration is understandable, and we appreciate you bringing this matter to our attention. We acknowledge the challenges posed by the recent merger, leading to increased demand for appointments and longer waiting times. We are actively working to address these issues and improve our services. Your feedback is crucial in guiding us towards necessary improvements. We understand your need for timely medical care, and we regret any inconvenience caused by the current situation. If you are considering finding a new practice, we understand your decision, and we hope you find a healthcare provider that better suits your needs. Please be assured that we are committed to enhancing our services and will use your feedback to implement changes for a more efficient and responsive patient experience. If you have any specific concerns or would like to discuss this further, please feel free to contact us directly. Kind Regards, Complaints Hub The Lewisham Care Partnership
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Review titled Poor Service and uncaring staff at reception
Rated 1 star out of 5
by Anonymous - Posted on 26 February 2024
I was visited them to make a GP appointment this morning exact time that they start doing appointments around 8am as I have a severe pain in my left hand. I was informed that I need an appointment with GP today But the receptionist start responding me there’s no appointment for today as all are pre-booked. What does mean that? I wonder, How could they make pre booked all the time slot in advance? even I visited them at on time to make a GP appointment. In this case I asked them to make appointment for next as they making pre-booking? Receptionist informed me that they can’t pre-booked today and I have to visit again them to make GP appointment next day. don’t believe them and I really frustrated with their service. Is this called service? People visit them to get proper health services only not to see any dramatics of staff. Need this GP clinic improve their service to give best care of patients and who is visiting them for help. They should have sense of humble, kind and helpful service to people who visit their clinic. Expecting professional staff service in feature instead of unprofessional. Thanks
Visited February 2024
Review titled Hilly Fields Medical Centre (The Lewisham Care Partnership)
Replied on 07 March 2024
Dear Patient, We appreciate your feedback. We understand and apologize for the inconvenience you faced while attempting to schedule a GP appointment. Your frustration is important to us, and we thank you for bringing it to our attention. Our current system allocates a specific number of appointments that can be pre-booked by our reception team, primarily catering to routine medical issues. These appointments are made available up to three weeks in advance. Additionally, we offer on-the-day appointments with emergency doctors to address urgent medical needs, allowing other doctors to handle routine medical matters. It's worth noting that routine appointments are often quickly filled due to high demand from patients visiting the practice in person or calling for appointments. We are actively reviewing our appointment booking process to enhance accessibility for patients in the future. Your feedback is invaluable, and we are committed to delivering the best possible care. We appreciate your patience and understanding during this process. Should you wish to discuss this matter further, please feel free to contact us directly. Kind Regards, Complaints Hub The Lewisham Care Partnership
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Review titled Needs dramatic improvement
Rated 1 star out of 5
by Anonymous - Posted on 12 February 2024
It’s near impossible to get through the phone lines to this surgery let alone get an appointment (unless you have hours to spare every day). I just spent over half hour on hold, as soon as I got through the line ‘cut out’ so tried to call back to find another long queue. I’m calling on behalf of my Son, I’ve given up even trying to get an appointment for myself over the years. Most of the GP’s (if you eventually can get to one) are good but one did overlook my Son’s eye infection, trusting my gut I went straight to a&e which resulted in a hospital admission as the infection was so severe. I understand all issues around funding cuts and NHS pressures but this practice is the worst I’ve ever experienced and a danger for those who need to see a GP but can’t. It needs an official review as there must be improvements that can be made.
Visited February 2024
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 frustrations with us. We genuinely apologise for the challenges you've encountered in attempting to contact our surgery and secure appointments. Your feedback is deeply concerning, and we acknowledge the difficulties you've faced. We understand the importance of efficient access to healthcare services, and we regret any inconvenience caused by the extended wait times on the phone. Your experience highlights a significant issue, and we appreciate you bringing it to our attention. We are committed to addressing these concerns and actively working towards improvements in our services. Your feedback is instrumental in guiding us as we strive to enhance our accessibility and overall patient experience. It's particularly distressing to hear about the oversight in your son's case, and we're sincerely sorry for any distress this may have caused. Patient safety is our top priority, and we are committed to learning from such incidents to prevent them from happening in the future. Please be assured that your concerns are not taken lightly, and we are actively exploring ways to improve our processes. If you have specific details or wish to discuss this matter further, please feel free to contact us directly. We appreciate your patience and understanding as we work towards creating a better healthcare experience for our patients. Kind Regards, Complaints Hub The Lewisham Care Partnership
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Review titled Shockingly bad
Rated 1 star out of 5
by Anonymous - Posted on 28 February 2024
After trying over multiple days to get an appointment I was finally able to get through. After being told I’d be called back in the afternoon, I was finally called three hours after my confirmed slot. I missed it of course. And the number that I was called on? Can’t be called back. It is an awful experience trying to do anything through the practice in the last few years. So unbelievably stressful
Visited February 2024
Review titled Hilly Fields Medical Centre (The Lewisham Care Partnership)
Replied on 07 March 2024
Dear Patient, Thank you for your feedback. We sincerely apologise for the inconvenience and frustration you've experienced in trying to schedule an appointment with us. We have recognised an issue with our current appointment booking system and are actively engaged in implementing improvements to enhance our service. Our goal is to streamline the appointment process, making it easier and more efficient for our patients to schedule appointments. It's regrettable that you missed the call back due to the delay and the inability to return the call on the provided number. Unfortunately, as you are anonymous, I am unable to investigate your feedback further to identify why you were called 3hours later than scheduled. Please note, that there are days where we can emergencies come into the surgery such as London Ambulance Services, Mental Health Services, The Laboratory and more which need the GPs attention urgently and therefore will impact the GPs clinic. Nevertheless, this is not an excuse and will We can only express our sincerest apologies for this We acknowledge your feedback and understand the stress this situation has caused. Please be assured that we are committed to improving our services and will take steps to address the issues you've raised. Thank you for bringing this to our attention. Kind Regards Complaints Hub The Lewisham Care Partnership
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Review titled Diabolical service
Rated 1 star out of 5
by Anonymous - Posted on 01 February 2024
Telephone service is abysmal. Tried to call today for an appointment. No. 13 in the queue - cut off after 20 minutes. Called back, obviously back of the queue - no. 13 again. An hour on the phone - got to number 4 and cut off again. Judging by other reviews this is not unusual and needs urgent attention. Not sure of the purpose of the Lewisham Care Partnership if the pooling of resources results in a worse service. It feels like Practice staff have lost sight of the fact that people are calling because they feel unwell, physically and/ or mentally, and need advice and help. This system just adds to stress levels. It feels more like a gatekeeping service rather than one focussed on the needs of the community.
Visited February 2024
Review titled Hilly Fields Medical Centre (The Lewisham Care Partnership)
Replied on 07 March 2024
Dear Patient, Thank you for your feedback. We sincerely apologise for the frustrating experience you encountered while trying to reach us by phone. It is concerning to hear about the long wait times and being cut off multiple times during your attempts to schedule an appointment. Please be assured that we are actively addressing the issues with our telephone service to ensure that all patients can access the care they need without unnecessary stress or inconvenience. We understand the importance of timely and reliable communication, especially when it comes to addressing health concerns. We are committed to providing high-quality care and apologise for any inconvenience caused by the current challenges with our telephone system. Your concerns have been noted, and we are working diligently to implement improvements to better serve our community. Thank you for bringing this matter to our attention, and we appreciate your patience and understanding as we work to resolve these issues. Kind Regards Complaints Hub The Lewisham Care Partnership
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Review titled Over an hour waiting on phone
Rated 1 star out of 5
by Anonymous - Posted on 20 February 2024
Unable to get through after spending an hour waiting on phone to speak with Surgery. I was cut off after an hour waiting. This is unacceptable.
Visited February 2024
Review titled Hilly Fields Medical Centre (The Lewisham Care Partnership)
Replied on 07 March 2024
Dear Patient, Thank you for your feedback. We sincerely apologise for the inconvenience you experienced while attempting to reach us. Your situation is unacceptable, and we assure you, we are committed to improving our accessibility and responsiveness. We are currently reviewing all contact systems and are striving to implement a new system in the near future which we are optimistic about. We would like to thank you for your patience and understanding whilst we work on improving our services. Once again, we are truly sorry for the distress and inconvenience you have experienced. Kind Regards Complaints Hub The Lewisham Care Partnership
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Review titled Very Sad
Rated 1 star out of 5
by Anonymous - Posted on 13 February 2024
Very sad to see that the Practice has seemingly gone down hill since merging with The Lewisham Care Partnership, I am currently trying to ring through to speak with a member of the reception team and I have been on hold for the past 1 hour and 34 minutes. I rarely try to call through as I understand it is very busy, but this is beyond an excessive wait time.
Visited February 2024
Review titled Hilly Fields Medical Centre (The Lewisham Care Partnership)
Replied on 07 March 2024
Dear Patient, We appreciate you sharing your concerns with us. We extend our sincere apologies for the extended wait time you encountered when attempting to contact us. We understand your frustration and thank you for bringing this issue to our attention. Recognising the challenges stemming from the recent merger resulting in heightened appointment demands and lengthier waiting periods, we are actively engaged in addressing these issues to enhance our services. Your feedback is invaluable in guiding us toward necessary improvements. We comprehend the importance of timely medical care, and we regret any inconvenience caused by the existing situation. Please be assured of our commitment to refining our services, utilising your feedback to implement changes for a more streamlined and responsive patient experience. If you have specific concerns or would like to further discuss this matter, please don't hesitate to reach out to us directly. Kind Regards, Complaints Hub The Lewisham Care Partnership
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Review titled Uncaring GP and Staff
Rated 1 star out of 5
by S Leidig - Posted on 17 January 2024
I have been having an emergency health issue and finally was able to receive an emergency appointment with a gp. However, the appointment was for today at 11.10am, I waited for a call until 12.30pm and as I did not receive a call, hence requested the call to be delayed after 2pm due to having a work meeting. I received a call from the emergency gp at 4.20pm, so explained my medical issue to her. With my second issue, the gp did not want to listen to it, and told me to contact the surgery and book an appointment. I tried explaining that it is an emergency and that she should hear it, but the GP refused and ended the call by saying she is an emergency duty doctor. She also suggested to call the receptionist for an advance appointments as now available. The call was ended. When I tried calling reception staff, no one answers the phone at this surgery, I was on the phone for over 56 mins, starting from 9th in a queue and gave up at 2nd in queue, because I travelled from br2 area to the surgery, which was quicker to do so. Again, no appointments were available for next two weeks. I was told only one staff was answering the phones today as receptionist pointed at another staff. I saw she was not answering as she did something else and let the phone ring. I even proved it as my call was still in a queue. The staff was not bothered at all. No wonder patients are ignored and left angry and upset. I feel this practice does not show any empathy or care towards their patients and doctors want their patients to come off the phone asap, even though you are within your 10 mins of the appointment time. Please look at the care quality requirements in the nhs, and give us some help and guidance towards our medical condition needs. I do not call you every day and ask for an appointment. Please understand that patients are already waiting several weeks beforehand to receive an appointment, and due to lack of appointments availability, our problems become emergency. Please do not divert us to another service where you know we will be ending back at your practice, and stop using this tactics to push us away for another few weeks . I cannot wait for another 2 weeks as my health may determinate further. If only the gp heard what I had to say. I could have had a prescription and within few days I could be feeling better. I have no other way to communicate with this practice and hence writing this as a review. I really hope you take some serious consideration in the way you operate your appointments, GPs and reception services. I was told to contact NHS 111 as I said I cannot wait for another 2 weeks, and I know they are unable to refer me and will advice to return to the practice. I seriously hope the surgery improves.
Visited January 2024
Review titled Hilly Fields Medical Centre (The Lewisham Care Partnership)
Replied on 07 March 2024
Dear S Leidig, Thank you for taking the time to share your experience with us. We deeply regret any inconvenience and frustration you encountered while attempting to schedule an appointment. We appreciate your understanding of the challenges we face, including the impact of emergencies from other services that can sometimes affect the GP’s clinic. We understand that you were unable to discuss a second issue during your appointment, unfortunately the duty doctors’ appointments are reserved for acute issues such as infections which is why the GP advised you to book another appointment. We recognise the extended waiting times on our telephone lines, and we acknowledge the impact this has on our patients. Staff shortages have contributed to delays in answering calls, and we want to assure you that we are actively working to address this situation. We understand that the appearance of care navigators not answering phones can be misleading, and we are taking steps to remind all staff about the importance of promptly attending to phone calls. Furthermore, we are in the process of implementing changes to improve our telephone and booking system, including trialing a new triage system and transitioning to a new telephone provider. Your feedback is essential in helping us identify areas for improvement, and we genuinely appreciate your patience as we work towards a more efficient and responsive system. Please accept our sincere apologies for any stress caused, and be assured that we are dedicated to enhancing our services based on the issues you've raised. Kind Regards, Complaints Hub The Lewisham Care Partnership