Pound Hill Medical Group
1 Crawley Lane, Pound Hill, Crawley, West Sussex, RH10 7DXContact details and opening times
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Reviews
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Review titled Poor customer care levels (Reception)
Rated 2 stars out of 5
by Andrea - Posted on 02 October 2024
I would like to report my experience I had this morning, hoping that management would improve the quality of the service they provide in this medical centre, specifically about the very poor levels of customer care of your receptionist. And I must say, the total lack of empathy, compassion and understanding of customer needs. I, like everyone else, understand that there is a procedure in place, for booking day appointments you need to call at 8am and try to see the availability. Although I find this already a bit dishuman, and not convenient for many people, it is just how their system works, so not at all arguing that. However, already from the call this morning when luckily I managed to secure the appointment (which was given for 9am, less than hour to get there in time, given I don’t drive and I need to use public transport) lady on the phone which I believe it’s your receptionist and the same lady who assisted me when I arrived, was quite rude asking me repeatedly the date of birth (I understand I have an accent, but I repeated 4 times 1991, and she was still repeating 1981) and then when discovered I had not managed to update my address, very rudely started complaining about that and I said I was going to update it but if she could please focus on my urgent request. Unfortunately this morning there was a lot of traffic and it was just carnage with only one overfilled of people bus to get me there, and I arrived 15 mins late. I did apologise and at first accepted to call again in the next days, however after I filled my change of address form I kindly asked if by any chance they could make an exception and talk to any of the doctors to find 2 mins gap offering to stay there the whole morning if necessary, given I desperately needed a letter for me to go back to work. She very coldly replied it wasn’t possible and totally showing lack of empathy, without even trying to ask doctors first, to which I raised a bit the tone of my voice and she interpreted as an attack on her, stating I was shouting at her and implying I was rude, when I definitely wasn’t and to which I then started saying that I had that before times and times again, just because I’m Italian and we do raise a bit our tone of voice it does not mean we are attacking nor shouting, showing in my opinion total disrespect of different cultures. But what shock me more was a complete blank and cold face and total lack of empathy and compassion. She resorted calling the manager which behaved way better and with compassion and kindness which your receptionist should have done in the first instance. Manager asked doctors if they were willing to still accept me in, and one did and got the letter I desperately need. All this to say, I think you should really train your staff in how to behave with your patients. Everyone has got their stories, their reasons, and you should not just assume people being late it’s entirely their fault and picking on them straight away for that instead of hearing them first.
Visited October 2024
Review titled Pound Hill Medical Group
Replied on 03 October 2024
Dear Andrea, thank you for your feedback. I can confirm that our reception manager had brought this back to the wider management team and we are looking into this incident. We are very sorry about the experience you had yesterday, and we are looking to learn from it. If you wish to discuss this further with our practice manager Tina Coulson, she would be happy to speak with you about what happened and the steps we're taking following your experience. Kind regards, Megan Birch, Business Manager.
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Review titled Poor service
Rated 1 star out of 5
by Ken - Posted on 14 October 2024
Phoned to get an appointment or a phone call back. Receptionist did not ask what was wrong simply stated no appointments before November. What happened to the days when doctors followed up on the treatment they prescribed to pick up that it had not worked. Instead we have to start over again waiting 3 weeks to let the doctor know the anti-biotics did not do the job. Of to A&E now to get some simple treatment. Doctors surgeries have become mostly a waste of time.
Visited October 2024
Review titled Pound Hill Medical Group
Replied on 16 October 2024
Dear Ken, thank you for taking the time to submit your feedback. I'm sorry that we were unable to offer you an appointment on this occasion. We are working to try and offer as many appointments as possible to patients, including in our extended hours clinics, but we recognise that, like most GP surgeries, we do not have as much capacity as we would like to have. I'm sorry that this affected you on this occasion. We do release new on-the-day appointments every day at 8am, as well as offering any pre-bookable routine appointments, so please try and contact us as early as possible in the day. Kind regards, Megan, Business Manager.
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Review titled Great caring surgery
Rated 5 stars out of 5
by Anonymous - Posted on 24 September 2024
Brilliant service. Very efficient and caring. Have always had great treatment. Always respond quickly to queries. Surgery rang me re repeat prescription put in yesterday and offered advice on my medication.
Visited September 2024
Review titled Pound Hill Medical Group
Replied on 25 September 2024
Dear patient, thank you so much for your kind words. I'll make sure to pass this on to the practice team. All the best, Megan Birch, Business Manager
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Review titled Sorting out My Repeat Prescription
Rated 5 stars out of 5
by Malcolm - Posted on 11 September 2024
I had a complication with my prescription and the staff at Copthorne Reception who were very helpful in sorting out all my details as it took a couple of visits to get my medication correct and pick up the right medication by the weekend before my other tablets ran out.
Visited August 2024
Review titled Pound Hill Medical Group
Replied on 16 September 2024
Hi Malcolm, thank you so much for taking the time to leave your kind feedback. I'll certainly let the reception team know - I'm sure they'll really appreciate it. Megan, Business Manager.
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Review titled Great service
Rated 5 stars out of 5
by Anonymous - Posted on 25 October 2023
Rang first thing and was able to see nurse within 2 hours. Ruled out chest infection and gave good advice which put my mind at rest,very impressed with receptionist who was very kind. Could not as for more. Thank you very much.
Visited October 2023
Review titled Pound Hill Medical Group
Replied on 30 October 2023
Dear Sir / Madam Many thanks for your kind words here and I am pleased to hear that we could help so quickly. I will be sure to share this with the team here as it always provides a boost. All the best Perry Anderson Practice Manager
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Review titled Not helpful reception staff
Rated 2 stars out of 5
by Richard Howell - Posted on 30 November 2023
Rang this morning as I have brought up brown/fresh blood phelm . Already booked an appointment on 22nd Dec as that was the only appointment available. This was for stomach pains. Under Royal Marsden for prostate cancer and they advised to see General practitioner. Not sure where it’s coming from chest or stomach. So they could only offer me an appointment a couple of days earlier than my booked appointment! Absolutely ridiculous! This practice has certainly gone downhill. My wife who has asthma and needed steroids also could get an appointment last Friday.
Visited October 2023
Pound Hill Medical Group has not yet replied.
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Review titled No appts
Rated 3 stars out of 5
by Anonymous - Posted on 14 March 2023
Its disappointing the only way you can make an appt is by calling at 8am on the day. I appreciate they are busy and was happy to be given one a few weeks later. They said there are no f2f and only telephone appt and have to call at 8am I have a small lump on my testicle and ummed and arred about calling and I'm not overly worried about probably more worries about someone looking at it and feeling silly. However I cant call at 8am as I take my partner to work then have the school run or working myself so no doubt when I do call there will be no spots for the day left. I have an opportunity to call next week at 8am so if I'm not umming or arring to much I'll call then. It's a shame there isnt a triage when you call in as opposed to having to call back at 8. Hey ho. On the whole this surgery is very good but probably like anywhere you only get that good service once you have made a appt. I will likely leave it as it is embarrassing and see the little lump changes in which case I'll try again
Visited March 2023
Review titled Pound Hill Medical Group
Replied on 20 March 2023
Dear Sir / Madam, I am really sorry to hear that you had trouble accessing and appointment and have trouble calling us for one of our on the day appointments at 08:00. We have had a particularly difficult job over the past few months as we try to manage this every increasing demand are struggling to provide as many prebookable appointments for patients as we have been able to in the past. This has been compounded with the upcoming Easter Bank holidays which as further limited the number of prebookable appointments we have available. In the short term we have employed additional GP locum sessions to help with the demand and in the medium term we are training three Physician Associates who work alongside the GPs and will be able to provide us a good increase in the number of appointments we offer. Again, please accept my apologies for your experience and I hope that the above steps will help us improve the service that we provide to all of our patients in the future but this may take several months to return to our normal level of service. If you would like to discuss this please do not hesitate to contact me at the Practice. Kind regards Perry Anderson Practice Manager
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Review titled Great Practice
Rated 5 stars out of 5
by Anonymous - Posted on 26 January 2023
Myself and my family have been patients since moving into the area 6 years ago. We cannot fault it, the process for getting appointments is great and whenever we have needed one we have always had one on the same day. The care is great, the practice is spotless and all the staff friendly and caring. Couldn't rate the practice enough
Visited January 2023
Review titled Pound Hill Medical Group
Replied on 27 January 2023
Dear Patient Many thanks for your kind words here - it is greatly appreciated! I will be sure to share with the whole team as it provides us all with a great motivational lift. All the best Perry Anderson Practice Manager
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Review titled Really great practice
Rated 5 stars out of 5
by Christine Schauerman - Posted on 26 December 2022
I have been registered with Pound Hill Surgery for a few years now and can only praise them for the level of service and care myself and my husband have received. During the pandemic I've was able to get help with unexpected health issues and this was always done quickly and efficiently. True, sometimes it’s hard to get an appointment but that’s no different to any local practice. Staff work hard and put up with a lot of rudeness from some patients but I have only ever heard them being polite and calm in response. The doctors have always called me back in good time, arranged referrals quickly and followed up on test results asap. People here are friendly and helpful. When I tell family and friends about the service this practice delivers they are often envious as so many people seem to have issues with other local practices. I do feel, however, that it helps to be friendly and open minded when speaking to staff; if they can’t help you it makes it is easier to reach a compromise rather than to keep demanding something that just isn’t possible.
Visited December 2022
Review titled Pound Hill Medical Group
Replied on 04 January 2023
Dear Mrs Schauerman, Many thanks for taking the time to write this, I will be sure to share your feedback with the whole team here at the Practice. Comments like yours really give a boost to the whole team and I really appreciate you taking the time to write this. We continue to see growth in demand for our services and have recently employed three Physician Associates who will be working alongside the GPs and able to see and help our patients with the support of the doctors. Once up to speed we will have many more appointments with the clinicians here and hope that some of the capacity problems we are seeing will ease. I could not agree more with you to be friendly and open mind when speaking with our team, they are here to help. All the best Perry Anderson Practice Manager