Ealing GP Federation Review

Staff were ready and waiting. Warm and friendly and professional as always. I felt safe and cared for and I was in and out in a couple of minutes.

The 3 stars are for the doctors and nurses in this practice whom I have found helpful and understanding.

On the other hand, my impession is that the administrative side needs a lot of improvement. I had been registered with them for about 5 years and I recently called in the morning to book an appointment. I was told that I had been removed from the registered patients in the surgery because of an undelivered letter to the address they had for me. I don't quite understand how the letter was not delivered, as I have not changed my address. On top of that, I do not think that an undelivered letter is a good reason to remove patients, especially taking into account the options available for communication these days (emails and phone calls are just 2 examples). I left a voicemail and asked for a call back to discuss the situation - I haven't heard back. I feel it is unfair for me a. to be left without a GP (with no warning) and b. to be asked to submit paperwork to be re-registered. I have concerns over data handling in this practice.

some of the doctors are just not professional and don't know what they are doing. No sympathy with the patients at all.

The process set up for flu vaccines was great. The gazebo set up was good. I was in and out in a few minutes. Anyone would feel very safe.

Receptionist was lovely and answered all my questions regarding registering. Very helpful and polite.

Very happy with the services. Polite and helpful receptionists and have got no words to thank the sympathetic helpful GPS and nurses.

What a brilliant idea to communicate with Doctors,order a prescription,and make an appointment and more.Thanks to NHS.I would recommend anybody to share this experience.again I would like to say thanks to NHS to give me this opportunity.welldone.

Literally impossible to get an appointment. If lucky to get one, no help is given. Recently, had a blocked ear for nearly 5 days. I was using special oil to reduce the wax but it didn't go away for 5 days. Went to the GP and he told me to just keep going. Kept going for another 2 days, but still no positive outcome. Went to the hospital to find out that I had a ear infection....which could have seriously effected me as I had a surgery coming up in a couple of days. Been told at the hospital that the GP should have delt with the ear and got rid of the unwanted stuff.

At Hillview surgery all the nurses and doctors are wonderful, amazing people. They have a very good knowledge and really care for us. Everytime i come there i am amazed especially that at my previous gp i had very bad experience and it is very nice finally to have a team who i can trust and turn to. The only problem at the surgery is with the receptionists. They are very rude, have no propet knowledge. All of them say different things for example about changing address and all. And for example anytime i request them for changing address for me or my family they don't do it.

Great surgery, who went out of their way to help when we first registered.

Thank you all for your help and support.My overall experience and.service provided is good. I give 4/5*

Receptionist are the worst, it takes all morning to book an appointment. I have given 2 stars for the doctors and nurses, they are good.

Do not be put off getting your flu jab if you have been invited to do so. It's very easy and quick. You don't even have to go inside the building.

It's a slick process indeed, I was very impressed with the friendly socially distant outdoor guide showing me the way, the absolute gems of nurses that hillview have allowing my son to get his preschool flu vaccination (pragmatic and practical as ever making decisions with clinical confidence, rather then a 'computer says no' affair). I was actually surprised by the operational side of things it seems like things are getting updated and moved along in a much needed way at Hillview.

Need to be freetext section where a simple observation can be left rather than endless questions most of which are itrelevant because the categories ti choose from do not necessarily describe exactly the ailment or problem you have

Very professional & understanding

Always in good hands here

The current situation of making an appointment for a telephone consultation on line, specifying a time, with a Doctor suits me very well. I.hope this method remains avaulable

Absolutely ridiculous couldn't get an appointment on the day or even other days for 3 days from now. I'm calling every day in the morning and they don't have available slots, even to speak with the doctor! Even when I'm saying my sickness is getting worse and worse. So disappointing.

This surgery didn't event deserve one star rating! Some of the reception staff is extremally rude and unhelpful to its patients! Not the first time been waiting for a call back and would not receive a call as someone would not put through the call request to the system.To book an appointment it's almost like a miracle. They ask you to call from 8am but the phone is notoriously busy, you then somehow manage to call in later and there are no appointments. WHAT A FRICKING JOKE THIS IS ! I'm not surprised your overall review here is sad 2.4 stars... In all of these reviews you can clearly see there is an issue with your reception staff, yet nothing is done! You realise we pay for this service, right (?) still patients are often being treated like a nuisance!

I am a front line worker.. I understand that the people I speak with have something important to say... this person did not! Was expedited with a curt i ve Got other calls to make - I have been taught differently! This is how you erode patients sense of dignity and self worth!

Have been registered with the surgery for more than nine years. What I love about this surgery is that you have an option to see same doctor and stick to it. This will enable you to build the trust and confidence around your health. It would be very difficult if that option was not possible. It takes time for a Doctor to know you and to meet your needs if each time you see or contact different doctors. It would be my best advice to fellow patients to follow this method.
I have needed this surgery a lot for my family members and myself. The service is great, you can access the service easily but always need to be patient and calm. To know what you need and to know how to ask is the key.

This review is based on an encounter with a receptionist staff on the phone and is NOT against any other staff members.

I called up this surgery to re-arrange an appointment i had which was booked at the surgery. The receptionist informed me that this could not be done because i was not a member of their surgery even-though i have these appointments booked there.

The customer service skill of the receptionist was bar none. It was apparent she wanted to end the call the millisecond she found out that she could not fulfil my request or provide further information. I tried to explain that she should not speak in this manner to anyone and was swiftly hung up on.

It seems to me they think they can get away with this sort of service based on previous reviews.

People aren't asking receptionists to solve all their medical issues however they should be better prepared to answer questions as they are the first line for the NHS and in this case they are failing at this surgery very badly.

Worst thing she sounded so condescending.

I tried to do the right thing and inform them that i can not make the appointment originally scheduled and couldn't even get that done. It makes you wonder all these "Missed Appointments cost XXX letters" the NHS sends to homes. Perhaps make it possible to re-arrange/cancel at the first port of call.

This surgery serves patients very well
Always on time and tidy.It has the best doctors The pharmacy and reception are well-behaved.she has very friendly and kind doctor
,Excellent, I'm satisfied with Hillview Surgery & Doctors.

The service with the doctors are good. But its is so hard to get an appointment in this surgery, the line is always like disconnect doesn't even ring. And if it does always busy all the appointment timing. And one of the receptionist that if she answered is very rude and like she doesn't have any feelings at all concern if you are urgently need to see a doctor or not. She will just tell u that appointment time is finished call another day, and it's like u are not calling each and every minutes just to get the called answered.
Always thinking of going on the surgery and test those calls that are always disconnected and really do a problem about it. This day will come and is not forgotten.
The negative reviews of the services of booking and receptionist calls answered.

I have to agree with most people here, not a very good surgery. Their booking system is totally impractical, only suits those who are retired and has nothing else to do than either queuing up at the surgery for half an hr before opening or dialing their number a million times before getting through to the answer mashine only to find out that there is NO appointment left...so why am I still registered with them?! Only because I live only 2 mins walk away and when you have 3 small children, the last thing you want to do with a sick child , is travelling!!! I only wish they would read and listen to these reviews and their patients' complaints on a daily basis...and for once change things for a better and not the worst...

Got my flu jab today. The setup is great - all done on a circuit outside the surgery, everyone in full PPE, temp checked before you go in, hand sanitiser, everything. Walking in, having the vaccine and leaving took less than 2 minutes in total. Really pleased with how well and safely it's being run

I'm waiting for my daughter's NHS number for 8 (!) months now! She is the only one that didn't receive it from our family. Recepcionists don't help. They are ignoring me, telling me to wait. I ask about it every two weeks! I have no contact with NHS (only email and they also don't answer).
In spring my little daughter had ear infection. The doctor gave her ibuprofen. The ear got worse. On the second appointment she got ibuprofen again. I changed the doctor and she gave us anthibiotic because the infection was very strong and painful.....Poor patient service and poor doctors qualifications :(

Worst surgery ever !
I keep calling calling to get a chance to speak to the recepcenist to book an oppoitment but always number busy and when I get the chance to talk to them,they say we are fully booked,happened for 3 weeks in a row!
Been seen 4 times by the same doctor who said last time your problem is mysterious and he didn t even bother to check me.
Very rude staff,they treat us very poorly

I have used them for many years now and I can state that their medical services are good.
Of course many people are unreasonable from the start and they complain about all kind of things, because they think that everything should be free and they are entitled to take liberties.
The clinic is well run, no question.
As far as the reception is concerned, they could do with an occassional smile.
Dr Shergil runs a large and complicated clinic very well.
I cannot complain at all.

I have never (literally never) been able to get an appointment.
You can only get an appointment by calling on the day and that's not easy when you start work early in the morning.
Every time I've tried to take time out of my morning to book an appointment it has been a farce - I'll have to keep redialing for up to half an hour before eventually I get a line through, then I'll have to wait on hold for 5 minutes, and finally I'll be told that there's no appointments left for the day.
So I am forced to go to other GP practices far from home.

I have submitted the forms to enable the online appointments twice, however, till not haven't heard back from the surgery. While collecting the form they ask - Do you want confirmation by SMS or by mail?. one time is OK but twice is not acceptable.

A lot of jobsworth policy that should be really reviewed by nhs

We give 5 stars !We ve been using Hillview Surgery for over 11 years now and never had an issue. Doctors and nurses are well qualified, professional, friendly and helpful. Receptionists always polite and friendly. Booking appointment is easy and we always get a choice to get one more suitable to our work routine. Highly appreciated and recommended practice.
Best wishes
Magdalena F.

Appalling service. You have to wait ages in the phone which costs a fortune just to make an appointment which must be made for that day. They do not take advanced appointments!

I would just like to thank everyone for the care you continue to provide during this difficult times. I had an econsult for my asthma review. It was very easy -even for me ! and the response was quick with a new care plan and advice. To be honest it was so good and convenient to complete at home that I hope you continue to use econsult.
Cathy Coleman

Dr called me for a phone consultation and after discussing my symptoms he said "it's because your getting old, we can't do anything."

After soughting further help from a medical professional off my own back they found a issue could be with my inner ear and hearing balance.

Dr was very rude and abrupt

The worst doctors surgery I've ever used!!! Took months to sort out transferring my details over, still not sorted properly, after nearly a year. Still not sorted my online access. Takes ages to get through to a receptionist and most of them are unhelpful, rude, lack knowledge and can't wait to get you off the phone. Constantly having to call to chase test results or prescriptions. Chaotic and disorganised. No issues with the actual doctors and nurses.

I like the e consult service as I only have to attend surgery face to face when absolutely necessary. My only observation is that the NHS should, in parallel, be scheduling consults and operations now. It's a bit daft to only concentrate on Covid, which is now with us.... and not keep on top of all other medical needs. The system is stretched however, we are back to long waiting lists. Suggest that parallel priorities start to happen as the efficiencies are slack and its noticable. Keep the e consult and reminder that it doesn't replace face to face .... it's an additional system to improve resources. Im conscious of not wasting this resource, but the efficiencies have lessened during this time. Hence my rating. Thanks for the chance to feedback

Have received a great service and been reassured.
Thank you

Just join the surgery. But I am previously patient for 10 years. Had a great experience with friendly staffs. Delighted to come back.

Very speedy service! Called at 10am and got an appointment for 12pm. The first time I was seen that quickly! Also got a follow up video call a week later to see how I was.

very bad in everything,the worst surgery ever,i prefer to go to chapling road in wembley better to to go to see them

Excellent care just as I've always received from all the team at Hillview.

Terrible clinic. Called today to book an appointment for some vaccinations due to travelling abroad (visiting a sick family member). Not only do they have barely any availability for emergencies, the staff that booked me in did not complete the booking on the system. I called up a second time to confirm the appt had been made and the second receptionist was extremely rude and had no knowledge of vaccinations at all (she did not know that they had to be administered at least 4-6 weeks in advance of a trip), she then blamed me for calling up at the 4 week mark (despite me explaining that it was an emergency trip and not a holiday), she then said the first person who took my call did not even book me in for the original appt. She had a rude tone of voice, and was not helpful at all. I ended up arranging an appointment and will have to pay for the vaccinations.

We are very pleased with the service at Hillview
Surgery. The team of GPs is very empathetic and helpful who always have time to listen to patients problems and call back the same day. The same day appointment system is great which not many surgeries offer. From our own experiences we can say that we are very happy being registered at Hillview surgery and appreciate that they keep their system up to date using new technology.

Never have any problems with receptionists or staff at Hillview always very helpful and polite , Same with the Drs . Been going here for over 30 years now. Best surgery in perivale . Thank to all who work there.

EDIT:
A year ago, it was great, you could make an appointment for whichever day and time that worked for you. But they have changed back to a ring-on-the-day policy.
VERY FRUSTRATING. Not to mention the receptionists are always so rude and difficult, god forbid if you need to reschedule. "Call back" even if you're ALREADY ON THE PHONE, you still have to hang up and call back!?
This way of booking appointments is awful, I've spent many a morning trying to ring and once, after 34 engaged attempts starting at around 7:35am, be told at 07:58am that there are no more appointments left, call back tomorrow.
What's more upsetting is that the doctors and nurses CAN book future appointments!!
If by some miracle you do get an appointment here, the doctors and nurses are lovely.
But this terrible booking system really let's it down.
PLEASE sort the reception staff out, manners are free.
And PLEASE change the appointment system, this early morning scramble just to see a doctor is almost barbaric. It can literally take days.

Previous review here, written around end of 2018 when you were able to prebook:

My very first experience was a little frustrating, having to ring to make an appointment only on the day. When its something non urgent, it means having to take half a morning or sometimes a whole day off work, however this was 2 years ago and since it is much better, nicer, appointments are pretty much on time, it is also a little easier to get appointments. Both doctors and nurses are lovely and helpful. They helped with an emergency prescription over the phone and I was able to collect it locally without having to go to the surgery, they have helped where other surgeries I've been to haven't. While I can't speak for all patients, I found that the staff there really do their best to help you.

I've had a good experience so far. With all staff.
It's saying open 24 hours all this week. Has someone changed something.
Doctors are ok and pharmacy in same building really lovely.

Reception team is very friendly and appointments are always available when requested. The whole team of doctors, nurses and pharmacists are fantastic but in particular is Dr Michael who has been our family doctor for years.

I recently registered with this practice. So far I have only seen one nurse, Kate. She was lovely and she loved dealing with patients. I had a great experience. Thank you!

Very bad service. Was never able to reach them to get an appointment. Poor service.
Never recommend this place to have a Gp.
Worst Gp centre ever.

Doctors have been helpful and nice. Reception staff are extremely rude and unhelpful!

Hi everyone its been easy and hillview surgery was precise and professional

I have been registered with this surgery for 20 years, the medical staff are always professional, friendly and I have never had a bad experience when seeing either the Doctor or nurses.
Appointment phone system can take a while to get through but it is a busy Practice.
Text message reminders are great.
Reception, there has been the odd person who came across rude and unhelpful, wanting to know full details of issue before booking the appointment, many dont feel comfortable sharing this personal information, other than that the staff are fab.
Having a pharmacy on site is great, saves a second trip if you need to collect a prescription.

I attended Hillview Surgery for my annual flu jab on the 15th October & was extremely impressed with the whole set up. In fact I was only there a very short time so hardly had time to notice! But there was someone to greet me at the gate, then again further along the path (all outdoors with social distancing) where my temperatiure was taken. I was given the choice of going inside the surgery or continuing along the path. I chose the latter & it was done in seconds. All the staff were friendly & efficient & I then left the surgery grounds via the other side path. Excellent & safe service, thank you.

I have been registered with the Hillview Surgery for over 3 years and I always found it easy enough to get an appointment quickly. The booking system is effective, the staff is pleasant. Dr Bahanda has been particularly helpful on my most recent appointment and offered very good person-centered empathic care.

Absolutely disgusting attitude from reception . Rude and unhelpful.
Rarely the calls are picked up

My particular Gp is very good.. She listens to me.. An works with me. (only 4starr..because of SOME reception)

I was very impressed by the speed and professionalism of the flu clinic at Hillview this year. I was directed towards the pop up gazebo station and my had jab done and was homeward bound within a few minutes - as always with a smile and a laugh from the lovey nursing staff there. Thank you.

My family and I have been patients of Hillview Surgery for the last 5 years. With 3 children, we are regular customers. Our family GP Dr. Samia Michael is a wonderful doctor. She always helps us, no matter the problem: rash, allergic reaction or infection. She is always spot on.
Overall, our experience at Hillview Surgery is positive and I highly recommend the surgery.
I frequently use the online booking system and always manage to book an appointment. It s much easier then calling the surgery.
All the staff and nurses at the surgery are professional and polite.
I just wanted to say a big thank you for all your help.

Flu vaccine was efficiently organised. I was in and out safely within minutes.

Perfect professional service... Online consultations and prescrip ions are very quick. The doctors, nurses and staff are genuine best professionals and very helpfull. I and my wife Carmen thank for the huge valuable help!

BEST experience I've ever had at the doctors. Wonderful receptionist when I was first registering. Just returned from my first appointment there, which I booked easily in advance on the app and I was seen within minutes of my scheduled time. Shain was the most welcoming, informative and approachable doctor I've ever had. She helped me plan how I'll receive my medication before I go away for 18 months, she answered any questions (no matter how silly) I had about my health and medication all the while making me feel as welcome and comfortable as a friend would. Thank you!!!!

I am very pleasd with the services it offers
Hillview Surgery.
When I come to you, I feel safe, friendly service.
Really, the patient can count on no stress, how does the phone call , visit the doctor or treatment rooms.
I feel like everyone wants to help you.
I greet all employers and wish them good success in their profession.
Slawomir Wojcik

I booked an Uber to deliver my husband & our next door neighbour, & went with them in order to get them home again on my Uber account. My appointment was for the following week. They were called in very quickly & efficiently, & when the nurse saw that I was with them, I was invited to have my injection at the same time. I was very impressed, & grateful for the consideration shown.

The service provided by the Hillview doctors and staff has been excellent. I have been pleased with the use of video technology and telephone call back services which have worked without any issues and should be considered for the future.

All the doctors have gone the extra mile in this difficult period and I would like to say my sincere thanks on behalf of my family.

Regards,

Mr Patel

Hillveiw surgery nurses and doctors advice to patients are very poor as they don't want to see or take the responsibility for something simple like a splinter in the hand , their advice is go to hospital without assessing the situation at first hand, my opinion and i speak for many other patients that they don't have the means and the capability of giving good advice, and the receptionist are really rude or have attitude problems apart from one reception staff from Poland ,she's really nice, polite and really helpful, this is why i given one star
Robin

Brilliant service from GPs and the nursing staff. Only slight improvement is reception staff to be a bit more welcoming in tone of voice. They always seem to be a bit down or it s a problem that I ve called. A bit more of an upbeat voice would be nice to hear.

On the few occasions during this difficult time that I have had to seek advice the reception staff have been very helpful. The doctors have called back promptly and have offered advice and medication if necessary.

I had herpes but I didn't know that. I went to gp. Showed her my painful places where you can definitely tell if you trained to be a doctor. She gave me cream from egsema. I tried it few times and it get so worse that I couldn't sleep just cry because of pain. Thank god my mom in onother country know more than that "doctor". So how can she be a doctor if she doesn't know nothing? How can she help patients if the only thing that matters here if you take painkillers. Is that solve problem?
Three weeks ago I went to surgery to change my address and phone number. Blondish hair administrator said that she's going to do it. Now I need to go to appointment and I need to do it again because just today I found out that she didn't changed it. So what do I need to do if no one wants to do a job in here? Honestly I feel so hopeless... So much stress only because no one take their job seriously and its not some kind business because that kind of customer service would be gone long time ago. If someone has number where to complain higher please let me know. I don't change this gp only because I can not travel far away and this gp is literally next door. #pleasehelpfixthisgp

My grandma was very happy with the service at the surgery

I would recommend this surgery.
Contacting the surgery is very easy.
The Doctors are friendly and the overall serice is good.

I had my flu vaccination last week. The whole process was highly efficient. I did not have to wait to be seen and all staff were friendly and working within COVID guidance.

The worst doctors surgery ever should be reviewed by the government. Left a long review why it got deleted I don t know i was just being truthful about How I was treated over 20 years how this surgery is run purely for profit because at the end of the day it s a business !! I thought last time here 3 months ago when I d had enough and changed doctors it had 2.1 stars! Maybe they been getting people to leave fake reviews increasing stars but I can t be sure. I dare say this review will get deleted but I ll be back going to get my mum to leave a review to as she has dealt with me emotional because of how they treated me and not helping making my life extremely harder than it should have been

I have been with this practice for approximately 23 years. The care and attention of is second to none. I have always found the staff to be helpful, polite, friendly and respectful. It has been a good experience for me.
Thank you so much.

Receptionist staff are not brilliant but once registered you can use online booking system. Doctors are very good and you can always get a second opinion. Considering the stress and lack of funding in the NHS this surgery does very well.

Not really good your call in the queue and will be answered never ever thank you

Another disappointing experience with this surgery . Receptionist very rude , second time the same woman hang up on me during our conversation . Couldn't answer my questions or didn t want to . Need proper customer service training !

My experience of using hillveiw has been satisfactory .thank you.

Impossible to book an appointment!! Useless reception.

I as a a lovely person
All you lovely people
Iam so so happy with you all

A phone call conversation:
Me: Hello, if I need a yellow fever vaccine, can I come to your surgery or where shall I go?
Receptionist: What's a yellow fever vaccine? I've never heard of it. What is it for?
Me: Yellow fever?
Receptionist: OK let me ask.
Receptionist: So we don't do it anymore, as I said I've never heard of it.

This really gives you a great amount of confidence in you local surgery. Keep up the good work!!

i'ts impossible to get through to them just to make an appointment! I'm thinking about changing my GP! Also, on here it says opening hours is 24hours which i'm sure is NOT true!

I visited HillView Surgery today 17 Sept 20, for getting yearly Flu Jab .
I found every thing is organised properly, providing the safety needed this year because of Corona Virus.
The reception was extremely excellent specially when I welcomed by Nurse Kate.
Nurse Kate taking care of my diabetes for more than 10 years, I take this opportunity to thank her for
All efforts to keep my diabetics (Type 2) under control.

Please search some alternative. Doctors think with lowest skills in town rotation is huge when some good doctor comes despairs in few months. It is a GP where nurses are super sweet and are profesional! But the rest is just bolox. Really poor service on reception rude, lazy, problematic careless most important with Zero compassion to sick people receptionists. Avoid just for your own sake to to stay in tangent.

I find everyone at this surgery very good and helpful. Every doctor and nurses that I have seen over the last 35 years have been wonderful and extremely professional. I also like to say thank you to the manger and staff as they have been most helpful whenever I needed any support. I wouldn't hesitate to recommend this surgery to anyone.

Absoulty pathetic couldn't get an appointment on the day or even other days and couldn't get the doctor to call me back instead the reception keep asking me to call back. All I wanted was to talk to my doctor about my MRI Scan and her to prescribe me with a single sleeping tablet as I feeling really nervous getting into the scanner and I had 5 days left before my hospital appointment. Very disappointed.

Your nurse stating to a patient that you got up from the wrong side of the bed is extremely rude. I replied saying that I was not happy to continue with this call and wanted to speak with someone else yet my interest was totally ignored. Few of you are REALLY good yet sadly some of you need severe customer service skills. Please remember that we are the patients and we should not have to be confronted with rude behavior.
Just not right.
It s people like these that dampens NHS. If you are not happy in your job I suggest you find an alternative position, after all you re meant to be there for the patients.

The worst surgery in West London. The receptionist are incredibly rude and unprofessional and the doctors are condescending.
I have gad a doctor asking me 'what do you want me to do?' in a telephone consultation when enquiring about intense andominal pain. After having to remind him that I called because he is a doctor, hence, a person qualified to treat people who are ill. he sent me a messege with a tablet name.
Every single time I have to call this surgery I have a horrible experience with both the receptionists and the doctors.
Please teach the doctors and receptionists customer service/care/communication skills.