Hilltop Surgery

I am appalled by the service I have received at this practice . I gave recently been involved in a horrific car accident which has left me with multiple fractures . As a result I need to speak to my gp. I contacted the gp a few weeks ago and had a phone appointment , however the next time I contacted the gp, the receptionist rudely stated that I do not exist on the system , she found the situation amusing and laughed despite knowing of my desperate circumstances . I gave my date of birth , address etc and she stated I do not exist on the system , I was so confused and I knew there was a mistake on their part . She contributed to state you must of been giving the wrong date of birth this whole time ? This was a ridiculous statment . She then stated that I would have to come into the gp with evidence of my identity to show I am who I say I am , which I did , they promised the matter would be resolved but no apology was received. I then attempted to make an appointment with my gp twice and both times they have stated that I do not exist on the system , offering no solution , the care and customer service I have received is absolutely disgusting , I am truly appalled and hope no one has to experience this.

I don’t know where to begin... it has been a slow decline in customer care and politeness...yes plain and simple politeness. I have been with this surgery for many years now but now I feel like it’s always a battle to be able to get anywhere and it makes me anxious just knowing I have to call the surgery at all. 90%of the time the receptionist is curt and uncaring. There seems to be one person who has some empathy and if I manage to speak to her when I ring I am very relieved. It SHOULDN’T be like this at all. Right now I am struggling with trying to request a repeat prescription online, I have requested the prescription but the app tells me the surgery has not actioned it yet... that is 8 days since I have requested... I know I will have a curt response when I try to chase this up tomorrow.

I can’t even get in touch with them for a simple repeat prescription. Not even its to reception to sort out my account. The website is inaccurate as it says that it was closed on days that it was not. It’s outrageous. It’s bad enough that it’s difficult to get through to the surgery at the best of times.