The Hill Surgery
164 Harold Road, Hastings, East Sussex, TN35 5NHContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Efficient staff and always willing to help
Rated 5 stars out of 5
by Louiza - Posted on 02 November 2023
Although phone lines are busy, the team always call back and I have never had a problem making an appointment when necessary. All staff are under pressure, but are always friendly and willing to help.
Visited November 2023
Review titled The Hill Surgery
Replied on 11 November 2024
We were pleased to hear your positive comments regarding our staff. Thank you for taking the time to leave feedback.
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Review titled Dire service prior to merger and even worse since merger
Rated 1 star out of 5
by Anonymous - Posted on 14 November 2023
93rd in queue at 9-20 a.m. Suggests insufficient staff levels to answer phones.appalling message on phone system, blaming staff shortages because of staff leaving due to patient abuse of staff.Message has been removed 6 days later.I used callback system and got a call back nearly 3 hours later.Of course all appointment (triage) slots gone. Added to "cancellation" list and did get a call mid afternoon. Call handler was very good in manner and booking an appointment for one week later.Harold Road surgery was a mess before merger with high staff turnover and poor GP leadership. Very misleading to blame abusive patients as the reason for all staff having left the surgery.The surgery website Merger update 30th October"statement" on there, with the names of the GPs at the bottom of it, is embarrassing, in terms of professionalism,grammar, and reasoning. Are patients expected to know what "off listing"means? It`s taken me a lot longer than 2 minutes to write this. Why no surgery response to any of the feedback left on this site? The Practice manager should be able to take a couple of minutes to respond constructively to the negative comments, and thank those who have provided positive experience comments.Even allowing for I T issues that the surgery states as being a huge issue to have had to deal with since merger, and the fact that nearly all GP surgeries have more demand than their capacity can cope with,the sheer number of patients held in the phone queue at any time of day suggests insufficient call handler numbers, and the excuse laden message (since removed) and poor website message, all suggest poor leadership from GPs and/or senior manager/s.Thus far the merger of the two surgeries has in no way enhanced the service to patients.
Visited November 2023
Review titled The Hill Surgery
Replied on 11 November 2024
Unfortunately, we cannot identify you from your details. Please contact the practice manager in writing with details of your complaint, with dates and phone numbers if relevant for investigation of your complaint.
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Review titled It seems to get worse every day
Rated 1 star out of 5
by Anonymous - Posted on 29 November 2023
Called as soon as surgery opened. Recorded msg said that due to staff shortages (any chance of hiring new staff?) the wait to be answered was over thirty minutes. Requested a call back which came within the hour. Explained the nature of the call and asked to speak to a GP. The call handler told me they would pass on the info and call me back. A minute later received a text msg saying "had reached beyond safe working capacity today" and told to call 111 if condition worsened. No point in calling the surgery these days might just as well start off by calling 111.
Visited November 2023
Review titled The Hill Surgery
Replied on 11 November 2024
Unfortunately, we cannot identify you from your details. Please contact the practice manager in writing with details of your complaint, with dates and phone numbers if relevant for investigation of your complaint.
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Review titled Telephones need to be answered
Rated 4 stars out of 5
by Anonymous - Posted on 30 October 2023
We were told the joining of Harold road and the Hill Surgery would improve accessibility, wrong when I phoned for my results I was 116 in the queue, to make matters worse it came down two then went up five. This coming together has made things much worse. Must do better.
Visited October 2023
Review titled The Hill Surgery
Replied on 11 November 2024
Unfortunately, we cannot identify you from your details. Please contact the practice manager in writing with details of your complaint, with dates and phone numbers if relevant for investigation of your complaint.
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Review titled Impossible to get through
Rated 1 star out of 5
by Anonymous - Posted on 20 October 2023
Called at 8.45 today and was 78 in line so gave up. Called back at 11.30 thinking it maybe a bit easier to get through and was 110 in line so gave up. Called again in the afternoon was 79 in line but held on for 1 hour 45 minutes only to get to number 9 in the queue only for them to cut the call.Called straight back and was again 78 in the queue.They called me back later only to be told that they had no appointments and go to a+e if needed.Absolutely awful surgery to try and get an appointment.
Visited October 2023
Review titled The Hill Surgery
Replied on 11 November 2024
Unfortunately, we cannot identify you from your details. Please contact the practice manager in writing with details of your complaint, with dates and phone numbers if relevant for investigation of your complaint.
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Review titled Was told merger would improve service. Wrong!!!
Rated 1 star out of 5
by Anonymous - Posted on 28 October 2023
Being a patient with a lifelong illness, I have to have regular and urgent medication. For the last 3 months I have gone to collect my prescription and it hasn’t been sent to the pharmacy. 5 times in a row. There is no communication from the surgery. Tried to email, and call to no answer. Phoned and was 89 in the queue, requested call back, no one did. Shocking service. No wonder they are rated inadequate by CQC, with enforcement in action. It maybe time to report them to look into them again. The management need to be held accountable!!
Visited October 2023
Review titled The Hill Surgery
Replied on 11 November 2024
Unfortunately, we cannot identify you from your details. Please contact the practice manager in writing with details of your complaint, with dates and phone numbers if relevant for investigation of your complaint.
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Review titled Incommunicado
Rated 1 star out of 5
by Anonymous - Posted on 27 July 2024
Since October 2023 to July 2024, 8 whole months, it has been impossible to make an appointment, either by phone or by personal visit to the surgery. In desperation, I have managed to see a private consultant who referred me for urgent surgery, all done within 3 weeks, but leaving me considerably out of pocket. No doubt the doctors and nurses at Harold Road Surgery are just as capable as they always were prior to merging with Hill Surgery: it's simply the system to be seen that doesn't work. It would help if it were possible to send emails, if there were to be someone at the other end who could deal with them. Waiting for hours, days, weeks and months and still told to phone again the next day is not right! What is being done about this non-system?
Visited October 2023
Review titled The Hill Surgery
Replied on 11 November 2024
Unfortunately, we cannot identify you from your details. Please contact the practice manager in writing with details of your complaint, with dates and phone numbers if relevant for investigation of your complaint.
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Review titled impossible to get through on the phone
Rated 1 star out of 5
by barry lee - Posted on 04 October 2023
I have tried on several occasions to make an appointment recently at exactly 8.30 only to bet a message saying that there is a long queue on one occasion I was number 40 in the queue on another occasion I was 35 in the queue I decided to hold on only to be cut off as I ended the queue other people I know have had the same experiences with this surgery they have recently merged with another practice who are also not good.
Visited September 2023
Review titled The Hill Surgery
Replied on 11 November 2024
Unfortunately, we cannot positively identify you from your details. Please contact the practice manager in writing with details of your complaint, with dates and phone numbers if relevant for investigation of your complaint.
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Review titled Cannot get appointment
Rated 1 star out of 5
by Rupert Dorey - Posted on 18 September 2023
Whenever I need to contact the surgery (which luckily is not often) I have to wait 1-2 hours to speak to anybody over the phone. They will not see people in person and when you do get through they tell you to phone the next day in the early morning. having done this several times I am often in a long queue. How people can work full time and contact this surgery is beyond me.
Visited September 2023
Review titled The Hill Surgery
Replied on 11 November 2024
Please contact the practice manager in writing with details of your complaint, with dates and phone numbers if relevant for investigation of your complaint.
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Review titled Excellent service
Rated 5 stars out of 5
by Anonymous - Posted on 10 July 2023
Having contacted Covid a week ago I had to contact the surgery via website … this was dealt with speedily and DR called later this afternoon. I was extremely happy with the treatment I received both from reception and Dr … Many thanks
Visited July 2023
Review titled The Hill Surgery
Replied on 11 November 2024
We were pleased to hear that you were happy with the service we provide. Many thanks for taking the time to leave positive feedback.