Are GP surgeries not regulated? How come Hill Top road medical centre gets away with the horrible, very inaccessible service? The staff are so rude and unbearable, it is close to impossible to get through the telephone lines for appointments and when they book telephone appointments, no on calls back, they lie that calls are made when nothing was made, then when they say a prescription has been put in for you, you go to the pharmacy and find no order was placed for you. This horrible service started during the pandemic and it is getting worse every single day. This morning the receptionist spoke to me in a very rude way, I kept my calm because I am so tired of this and she said a call was made using a private number to me- why would a regulated service use a private number to call patients? Well no call came through because I didn't block private calls on my phone. After explaining to her that it wasn't the first time that we have experience this, she then kept quiet. Many times after struggling to get through the telephone line they tell you to go to a walk in centre- so what's the point of advising people to register with GPs within their postcodes? The NHS should do something about this surgery. Zero rating! Rude receptionists, unreliable staff and inaccessible services.

Been on the phone since 8am today. Finally got through at just after 9am. Receptionist said no appointments asked for a call back by my doctor she said he was fully booked. Told her if I don't get a note for work I don't get paid. She said she can't do nothing. I'm under stress from work and this surgery is not helping. What is the point of the surgery. The usual comments come out ... go to the out of hours doctor . Absolute failure. My mental health due to work is not good and the receptionists at this place dont help the situation they actually aggravate it more.

This surgery used to be lovely, but now I’m desperately looking for somewhere new. The reception staff are very rude and very unhelpful. I have been hung up on, they have turned the phones off for the day when they are open, it takes forever to get through and they never have appointments. I struggle with ongoing mental health issues and I have called them up crying down the phone, pleading for an appointment that day for help with my mental health and I have been told no and they couldn’t give me any support. after booking an appointment to speak about 3 different things, the doctor told me at my appointment that I can only speak to them about one thing at a time and refused to speak to me about more than one thing. Baring in mind, The 3 things were mental health, something that I was given a prescription for but it’s not improved, and cancer screenings. The only helpful receptionist is a lady called Rebecca. I don’t rate the surgery at all.

I used to be happy with the service here, but unfortunately it has really declined over the last few years. One receptionist is really lovely and if I speak to her I always get sorted; however 9 times out of 10 I speak to someone else. It takes me over an hour of constant calling from 8am to get in the queue (the phone lines only take a very small queue so you just get told the line is busy and to dial back. I have genuinely dialed over a hundred times in a row and not got through previously), which then takes 30 minutes to get through. I'm not able to do this as I work from 7am, but most of the receptionists don't seem to care about this. On the odd occasion that I do get through in the morning, all the appointments are gone. Today I asked to speak to someone urgently and was told that the earliest appointment they could offer me was in 3 weeks time! I was placed on hold and then hung up on: at that point I couldn't bear calling back and spending another 30 minutes of my life on hold. It's impossible to get an appointment here and whenever I raise this, no one seems to care. There's a complete lack of compassion and I just get told to get someone else to phone for me instead. I've just registered at a new practice and will not miss it here.

It is impossible to get an appointment, saying call at 8am and then the line is busy for most of the day. When you finally get to speak to someone, they say again to call at 8am. It has always been like this. Nice way of using the taxpayers money.

Managed to get a much sought after appointment today .On entering reception was shocked to see photo of ANP Jane Evitts showing she had passed away in2022. She was from my point of view a very Lovely Lady, always pleasant and always greeted you like a long lost friend. She certainly knew her stuff. There are not enough words to express how good she really was. Cannot express how sad I feel about her loss she was certainly 1 in a million and send my condolences to her family. The practice is far worse without her. My son recently came across an official review of this Surgery and discovered it was ranked amongst the top 5 worst Doctors practice in the area !!!, Definitely time to change I think.

This used to be a great surgery, now it is terrible. Even children can’t be seen when they need to see a doctor. My 7 year old grandson is very poorly so my daughter rang the doctors as soon as it opened. Took over 300 times of trying before she got through. The receptionist asked what was wrong and said a doctor will phone at some time today. When the call came it was a nurse not a doctor. She said she would have seen him but is working from home! Later on blood started coming out his ear so the doctors was phoned again. The snotty receptionist said we have nothing so can’t help. After calling 111 and going down that route it turns out the poor bab has a perforated eardrum. Antibiotics, paracetamol and ibuprofen he is on now, yet this doctors would have just left him. Why can you go to walk clinics, A and E ect, but can’t see your GP anymore. What are they actually doing?

I had surgery last year and was told if any probs just call and we will give you an appointment with your regular doctor. Well I did get to see him several weeks ago but tried 3 weeks ago for a future appointment as things were worrying me and was told nothing for 3 weeks. Ring back on monday. Rang back on Monday no appointment for 3 weeks again . So where do I go now !! I have seen the nurse twice owing to my surgery. Each time I was in the waiting room for 20 minutes no one came in or went out so how can they be really busy!!! Crazy !!!

Absolutely terrible service! If I cud give zero star I wud!! I rang for a appointment at 11am the day before but I was told there wasn’t nothing they cud do on that day appointment wise not even a call back and was told I would have to ring in the morning at 8am. So I rang dead on 8 the following morning to wait 50 minutes to even get the phone to actually ring, then spent another 20 minutes waiting for the receptionist to answer, to be then be told that they only have call backs from the in house pharmacist. Which at this point was the only option I could take. This surgery is so bad, having to wait for that long is unacceptable. So no wonder many people end up in A&E or hospital walk-in centres (which are mayhem anyway) or even worst just giving up on it all together, when in fact it cud be something very serious!! Also why have they stopped the online services for booking!? Really thinking of changing doctors as this service is ridiculous!

Terrible. You get the rude receptionists if your lucky, because you can never get through at any time of day. They often turn the phones off for the afternoon, I have been hung up on. I have been refused appointments after crying on the phone pleading for support with my mental health. I have been told at appointments that I can’t speak to them about everything I want to speak to them about. Absolutely poor! If I could give no stars, I would.

Received a letter to make a telephone appointment only to be told that it is a 3 weeks waiting period, absolutely appalling. Why not send the appointment with the letter knowing that I have got to make one, or state what is wrong in the letter, that would save the problem and the time of seeing a GP altogether, just put it in writing. GP's should be ashamed of themselves, everyone else is working and back to normal, why aren't they. I would not even give them 1 Star rating, but had to otherwise I could not post this.

this surgery used to be really good, been with them all my life but they are awful now. docs don't seem to care, receptionists are unhelpful, and almost impossible to get an appointment.

The gp surgery is improving , becoming really good again . The only negative is the phone system which seems to be constantly engaged between 8am till 11am and is very frustrating to contact the surgery . I think a new queuing phone system is required. This is the only reason I have given them 1 star less from top stars . Keep up the great improvements

Called up for an appointment for my daughter, put into a queue but call was answered promptly. Had a calk back from Dr.Nagra very informative and put me and my partner at ease. Then was able to get us in to the surgery for a face to face appointment. Left the surgery feeling very confident and reassured after seeing this doctor :)

Absolutely awful surgery. Staff there don’t seem to care, rude receptionist for some reason they’re attitude is “they own the surgery”. The appointment system has got to be the worse I’ve ever experienced, people must be sat the pressing redial more than 200 times per call and then you just have to give up. If I was to name particular GP name, then I’d get done for slander so best to steer away from that for now, I will be make a complaint to PAL’s and a review on the NHS website. I have now changed back to my previous GP and I am more than satisfied with them, I’ve managed to get appointments and even had my long overdue pain clinic appointment! Thank goodness I saw sense to change my GP surgery.

My experience today was excellent I hope this continues, the Dr IBRAHIM, Sitara (Mrs) was great she was thorough and I felt listened to. Hopefully the practice will continue to improve now face to face appointments have returned. It was lovely to be back in an active surgery and felt some what proactively trying to improve its standards. Well done 👏

I am totally disgusted! I called on Friday to get another sick note due to being off work with cancer and was told to call Monday as the previous one didn’t run out until then. I called on Monday so it could be done, even though I have called to say I still haven’t had it emailed to me it is now Wednesday and still no note. I am stressed enough with what I am going through I really don’t need to keep chasing this up.

This is by far the worst surgery I've ever been too, not only are they rude and incompetent. But the receptionist are for some reason so hostile. After visiting for simple checkup I ended up being sworn at by the lady in reception with black hair because I didn't have a mask!! IF YOU VALUE YOUR LIFE THEN LEAVE THIS GP. I will never go back there, after how they have treated me and ruined my health..

Visited surgery Monday... receptionists were very helpful and understanding. They said they would get the doctors to contact me. Low and behold within 45 minutes the doctor contacted me directed and dealt with my situation calmly and politely. He listened and supported me with what I was dealing with. Thank you Dr Nagara.

One receptionist in particular is very rude, there does not seem to be communication within the service. Takes 500 plus times to get through there must be a better system to avoid problems like these. No times given for call backs and if you get cut off or miss the call you have to ring again the next day.

Awful. Called 73 times in one morning for an appointment as I am poorly and 30 weeks pregnant! Just states “number busy” phone system doesn’t even put me in a queue! Call in the afternoon and they refuse to book you an appointment just tell you to ring back at 8am the following day but you can’t get through, what’s the point? YOUR SYSTEM IS NOT WORKING, many reviews about the same thing so make the changes that need to happen!!

There is no option to score zero so I have given them 1 just to state how utterly perplexed I am not to EVER be able to get through on the telephone line. No explanation as to why this surgery are not seeing patients face to face and cancelling pre-prescriptions without informing their patients when they are on life long drugs for serious conditions. Absolutely disgusted.

We went to Hill top Medical Centre and saw Dr Nagra, he was amazing with our son. He’s so friendly and has so much patience. He made our son feel comfortable around him and made sure we fully understood everything before we left the room. We got through to boom the appointment fairly quickly and got offered an appointment. The receptionist was lovely so kind and didn’t rush you off the phone. I recommend signing up to this Practice. It’s always scaring when all the doctors you’ve known your whole life leave and all new doctors arrive you feel worried and that they won’t understand because they don’t know you like the other doctors did but honestly the new doctors and nurses are lovely. 😊

Visited GP today and doctor Nagra was amazing, Very knowledgable and informative. Just a shame my experience sitting in reception wasn’t as good, whilst in down stairs waiting area I heard a young receptionist speaking to a patient who was clearly very poorly and in her confused state also requested help with the care of her young children. The receptionist was very rude and condescending, and needless to say no appt available. When she put the phone down she then slated the caller for this and was clearly very irritated! Where is her empathy and caring professionalism? All she needed to be was kind and informative to this poor woman. Nobody knows what issues people deal with, so all she needed was pointing in the right direction! Shocking!! All my negative experienced and my families all seem to be the reception staff. The doctors are lovely.

Always have such a positive experience with the doctor's, nurses and reception staff. Nothing is ever to much trouble and always give excellent care. Never have trouble getting an appointment just be persistent when calling at 8am. Couldn’t ask for a better GP!

Totally useless surgery. When you ring you will be lucky to get through. Then you have to wait in the queue. By the time you speak to the receptionist there will be no appointment left. There are never enough doctors available. They should close this surgery down for being incompetent.

Rang surgery and got through at 9am, to be told no appointments left. Rang 111 as suggested and through that service got a gp appointment at my surgery. Had face to face with Dr nagra who was not rushed, very thorough and helpful.

I would like to recommend Mandy for all her help. She is so pleasant and I am always so grateful when it is Mandy who answers the phone. She actually knows me by name so that I don't just feel like a number. I hope that the practice appreciates her.

Myself and my family have been coming here for over 30 plus years, at the start it was fantastic but the last few years has gone down hill... My main concerns are reception on two occasions my call was picked up but no one was talking to me I hear everything they were saying the second once again with phones my call was answered but I ended up going though to another person who was waiting aswell. It's ashame they don't put any coms out for example Dr hannah had left and Jane is very poorly and knew nothing about this and wish them both well, the new operator who has taken over needs to get some best practice from when the doctors were at the top of there game and learn from that. Don't get me started on the pharmacy next door.........