This used to be a fantastic surgery years ago but is now a shambles in terms of appointments and admin. After a cancer diagnosis I was told there were no appointments available with a doctor for at least a week to approve an early Covid vaccine which my oncologist had advised I needed to get before chemotherapy. I also have regular prescriptions for blood thinners due to a cancer related blood clot and it's always stressful as I am only ever provided a 30 day supply and even when you order two weeks in advance they are not at the designated pharmacy which means that days before your medication is due to run out you are chasing reception and then get told because you requested too early due to above issues they didn't prescribe!

If I could give this surgery 0 I would! I have been using this surgery for many years 20+. Over this time I have never been so disappointed in the service until the past few years. The reception staff are appalling and the pharmacy staff attitude is disgusting! People come to the doctors for help and support but if you come to hilly fields you get nothing!! You call at 8am and by 08:01am there no appointments. I have literally decided not to call on occasions and go straight to the surgery reception desk to book and the place is EMPTY!! The phones have been silenced while the reception staff discuss what they ate for dinner yesterday. You can see the red light on the phones flashing because people are trying to get through! But they do not care!!! All they do is tell you to ring 111 or go to A&E where those poor doctors are working at full capacity to help the unwell. The staff change like underwear so turnover is the norm here! Anyway such as shame because this place used to be brilliant! Now it’s a absolute shambles full of incompetent staff and doctors who take advantage of their qualification.

I wish I had read all these reviews before registering! I'm new to the country, originally from Canada (but living in Germany for the past few years) and can tell you this is the most awful service! I was finally able to book an appointment after dealing with the "call between 8-9" rule etc. for 2:10pm today, but the doctor called early at 2:00pm and I was away from my phone, so missed the call. I called back immediately at 2:05 and had to wait in the phone que for ages, finally got through to the receptionist who said that the doctor would call me back. Two and a half hours pass by with no call, so I phone back, wait in the que again, only to be told that the doctor will call me back but offered no guarantee that it would be before they close at 6:30. Well now I still haven't been given a call back and they're closed now! Seems very unfair that the doctor called early before the appointment time and now I need to book another reappointment with the new ones not being for 2 plus weeks!

Had an aneurysm in my temple finally identified by St Thomas’ hospital after finally being refereed by Hilly Fields after 1 year of seeing different doctors. This was after being seen by 2 doctors who literally had no ideas whatsoever. One even said that if it wasn’t hurting don’t worry about it. Honestly, my dad who is a taxi driver could have done a better job. The worst surgery in London by a mile.

As far as their services are concerned, it's still lockdown. Good luck if you are having C treatment. trying to get a monthly appointment is so stressful. If your meds change, then you are stuffed for several months. It take hours to get through by phone to make the appointment, which you can't make any earlier than two weeks before, and after being on hold for several hours and finally get through, lucky if I get a time I can make without taking time off work. No wonder stacks of people lose jobs when going through C. God forbid I work or do anything else with my time. Chemo/radio was easier than dealing with these heartless SOB!

Constantly told to ring at 8am for an appointment and when I do I’m “surprisingly” told to ring back tomorrow. I don’t understand the no “face to face” appointment rule. If everything’s done over the phone then surely we should all be a dr? I need to be able to speak to someone face to face and every time I stress this im given attitude.

45 mins to get through on the phone in the middle of the afternoon - receptionist informs me they're 'short staffed'. But it's always like this - so why not employ more receptionists? Following Covid, they've maintained their policy of keeping you out of the building at all costs - i.e. telephone appointments only (in three weeks' time!)

If I could give this place zero stars I would. The receptionists are rude. I've just had full knee replacement need to make appointment for district nurse ...told I would be referred can't give me a date ...I need my wound dressing changed and cleaned by a certain date and my staples removed. Needed to speak to my GP told they would get an emergency doctor to call me WHY? When I'm registered there. You go to your chemist to get your prescription and they just laugh at me when I tell them what GP I'm with, even they know this is the worse surgery South of the river. I have done everything they have told me downloaded apps on my phone in order to book appointments, which is a complete waste of time as the procedure you need to follow to book an appointment by the time I got to the end assessment was told to call 111. No option to book an appointment.

Started ringing 8 this morning, rang 107 times all I got was engaged tone. It's just unbelievable it's allowed to carry on like this. Last time I went there phone was ringing but nobody made any effort to answer it it should be shut down

Simply a disgusting place to interact with. It's humiliating. I was called in to fill in a form to get on to the online booking system. I did that last week and was told the system was down. I followed up with a call today only to be told that the system is still down and I'm still not on there. I have had a GP visit in years, but my hair is thinning and I have to get blood tests done. I'll probably be bald by the time I do it. And I hope they will be too!

Is there a way to give ZERO stars? This GP deserves none. As they don’t have appointments at all. Tried many times to book a doctor for my one year old son, that has a hernia on his belly. They only book through telephone and despite calling them from 1 minute before the starting time in the morning, after 10 minutes, they don’t have any appointments available. They just say: ‘try again tomorrow’. Sometimes it seems like they just don’t answer the phone at all on that day. Awful. I made a complaint to the NHS, but they just back this vile behaviour of the GP, saying I need to talk to the GP.

Problem after problem with this practice, shame as there are a handful of very good staff but majority lack some basics. Held off writing a bad review until now when some serious information has not been passed to myself or my wife regarding my toddler and staff seem very reluctant to help. Would not advise anyone register here no matter how convenient it maybe unless you wish to waste your time repeatedly. Serious improvements are needed.

DONOT GO HERE I requested a referral for my daughter to have autism assessment July 16th 2021 the gp didnt submit it till May 16th 2022. when they were at brockley grove i didnt have problems. From merging to hillyfield they have constant problems. "call at 8am" its closed till 811am "call at 8am" when you do your number 25 in the queue an when you get through all appointments are gone. JUST CLOSE DOWN

Hi. I am so sad so hard to get appointment. And no diabetic or asthma review in like 2 years. The thought of calling and waitingbfinally to be told no appointmemt. Go there when u cannot get thru on phone still no helps. When u finnal get an appointment its a telephonic and few minutes.

Worst GP ever. I’ve been calling all week to get an appointment. More than an hour waiting on the phone, never have appointments for the day. When I got one, the doctor never called. I called reception (another 30 mins waiting on the phone) they reassured me they will call (two sick babies). Never called and when I called back at 6.10pm nobody was picking up the phone (they close at 6.30pm). It’s disgusting to treat unwell patients this way. Do not get more patients if you can’t offer coverage to them all.

I have been on the phone this morning since 8am to make an appointment. Line kept hanging up stating it's busy. Called continuously thereafter and got through at 08:40 to be number 14 in the queue. As I remembered how the system worked and really needed an appointment I had my mum and husband calling for me whilst I was on my way to work also. I got through and was told there were no appointments (of course there were, mine just wasn't deemed important enough to release as the advisor told me this after asking for my name and DOB and he admitted as much) Told I should call again at 8am tomorrow or come to the surgery at 07:45-08:00 when new appointments are released. No consideration for the fact that I would need to be on my way to work at this time. Still unable to book appointments on the phone for later in the week In short GP's and nurses are great, admin will try to help if they can but the booking system is an absolute nightmare. You forget how bad it is when you aren't a regular user and then when you need an appointment you remember. The GP's and nurses are the only reason why I've stayed this long but I've been with them for more than 30 years now and it's never been this bad (became worse since they joined the group practice). I wouldn't mind if I could book online but since last Friday and again today I have gone through all the questions to be told there are none available Today was the last straw, they make the process of trying to see a Doctor far too stressful, as if needing to see one isn't bad enough. I've never ever posted a negative review online but I'll be leaving this surgery. I would not recommend

Over 1 hour to get through to the receptionist, this is the worst ever. Need to change and do something about the telephone calls you receive. Apart from this, the Dr's and the nurses are amazing otherwise.

The waiting times are awful. Luckily I am able bodied to walk in and book an appointment which is usually 10 days ahead and it's clear to see they do not like people booking in this way but it's impossible any other way. The phone is usually flashing when I walk in but it doesn't appear to be attended to. Elderly and less able people deserve better than this

Shanice is very rude. And very unprofessional and has an extremely rude attitude problem and clearly doesn’t like her job as she’s been there for years. Is the first phase that we see when we come to the surgery I’ll be sitting behind the desk as she brings a unwelcoming experience for the patience.

My first phone consultation with Dr Ravi Sharma was a big stress relief for me. He asked all the right questions but most important he listened when I explained my health issues. For the first time I understood what I was experiencing and he prescribed the correct medication for me. When I saw him in person, I literally broke down as he explained what else I will experience because of my health issues and prescribed what was needed to help. For the first time in years I understand and know how and what to do when it flares up without worrying and making it worse. I can now see an improvement in my skin because of his advice and prescribed medication. He remined me of my old doctor of many years, Dr Kengasen (upper Sydenham Surgery) who retired years ago. Hence reason why I had to change. Happy to be registered here because of Dr Sharma who cares about his patients and thats rare now because of all the changes in the NHS.

I have been going to this surgery since i was a baby and now im in my 30s i havd witnessed the decline in patient customer service. This was a 5star many years ago and i held on to the two stars as when i do eventually get an appointment the doctors are really good but the admin and appoinment booking at this time is disgraceful and needs to be on point the surgery opens at 8am why are the phones still off and you can barely get a face to face

You Can never get an appointment. Usually number 18 in the cue and waiting 25 mins to be told there are no appointments. Terrible. Doctors are great however (on the 1in 10 chances you get to talk /see one)

The Doctors at the surgery are all great in my experience, I have had a number of things identified and sorted since being at this practice. The app booking system and availability of appointments is awful, calling up at any time of day you can expect to wait for around 45 minutes in a queue - I have waited much longer! It's probably due to the terrible state of the NHS - but I haven't experienced anything like this at previous NHS surgeries.

Once you get through to a doctor or nurse the quality of care is usually good. However, trying to make an appointment is incredibly difficult and frustrating. It takes forever for someone to answer the phone and when they do they say that appointments are released at 8am and 6.30pm. I tried at 6.30pm to be told that the surgery was closed. The receptionists fob you off with misleading advice such as, 'Try going online to 111 NHS online or using the Ask First app,' neither of which have been of any use in getting an appointment. Recently my only way of getting a doctor to ring me was to ring 111, wait 14 hours for a duty doctor to call back and then he contacted the surgery and got a doctor to ring me. This is appalling. The whole thing is a lottery, a farce and an insult to people who are sick and in need of help.

My medication was sent to the wrong pharmacy miles away, I noticed this immediately after my appointment and flagged it. I was told I would have to go there to pick it up. When I said I can barely walk due to my injury and cannot go all the way there I was told I could try to give a different pharmacy my NHS number and see what they say, receptionist rude and snappy when asked if there is a way to correct the error and said this was my only option. Also made rude comments about me after I left. Totally dehumanising treatment, will not return here as the staff are not trained in even basic respectful behaviour much less in the context of sick people.

Terrible. How did this happen to a surgery I have been attending for thirty years. Shame. Got a very debilitating and bad chest infection complicated by other issues. Took over an hour and a half to get through then the receptionist hung up while I was trying to ask an important question. One star is too high. It should be zero. This isn't a health service any more. It's pathetic.

I have been trying to get an appointment for my child since Monday and have been unsuccessful. When I call the practice, the message says please hold, and then it says "we are closed" at 8:12am and I get disconnected. I understand the NHS is under extreme pressure but surely you can answer the phone at least.

This surgery used to be good (doctor Benard in particular was excellent) but has gone downhill - unfortunately a common problem for surgeries? I no longer have a personal GP who knows me, as every time I see someone different. It's difficult to get an appointment in person. The degree of helpfulness of their doctors is extremely erratic, and in my experience mostly poor. Inside the surgery there's a board with the names and pictures of 16 employees - the senior administrator, the practice manager and another 14, none of them doctors or nurses: I wish they spent more money on medical staff instead. An example: Some days ago, I was told a doctor would call me today to discuss the results of a recent blood test revealing slightly high cholesterol: the doctor who called me initially did not even know why he was calling me; when I told him, he just read my results, which I had already seen on Patient Access, with no further comments; he then told me that he would send me a link to an NHS page explaining what to do to lower cholesterol, a page that I had already read anyway; finally, when I told him that I had already looked at this information, that I would rather have a chat with him and ask him more questions, and that I found the surgery's service unsatisfactory, he got angry and reiterated that my reading the online information would be more useful.

Started dialing at 8 am when they "open", got engaged tone for an hour. Connected through at 9am and was told I was no.14 in the queue. 1.5 hours later got answered and told there are no appointments and to call 111. This is the 2nd time in 6 months that I've tried calling this center and the phone is basically not answered. Last time I walked in to the center after an hour with the phone still ringing and asked them if anyone was answering the phone. 4-5 people sat around doing nothing whilst the phone rang and met with complete derision when I asked them about it. Going to complain to MP, Health Secretary, the press, literally everyone. So sick of this awful service.

This practice is ABYSMAL! Getting to see a doctor is hard enough, once one has negotiated through the sometimes rude and inappropriate reception staff. My last 3 face to face visits to 3 different doctors were perfunctory, the last one absentmindedly asking me "do you smoke?" THREE times in the course of a 5 minute consultation. Third world treatment. Avoid. (76 year old with pacemaker and COPD)

Suggestions: - a call back system so you are in a queue rather than holding for over an hour. - sort out the phone lines so it connects and doesn’t just beep. - do not give out incorrect information (call handlers)

The doctors and nurses are reasonably helpful and competent. Unfortunately, that does not help much, as it is frustratingly difficult to see them. Reception staff, phone system and online appointment system seem to be trained, configured and programmed with the sole purpose of denying treatment. The resulting overall service level is by far the worst I have seen in Europe (I have lived and worked in a few countries). So I guess in line with NHS targets.

Awful experience with doctor. His communication was awful and he seemed totally unsure what to do and asked irrelevant questions like if I'd been swimming when I already told him I'd been too ill to leave the house for 2 months. At one point he literally said 'what do you want me to do?'. Eventually asked me to send photos of the skin problem after I had to suggest he could do this and said he'd call back to discuss but never did. Only booked with this surgery because it was the only appointment available on patient access but won't again.

I went in today for a health check now I'm past the age threshold. I can honestly say I was super happy with the service. The appointment was on time, the nurse was fantastic, very friendly, put me at ease and an expert at taking the bloods. She did everything she could to help.