The Hill Surgery
164 Harold Road, Hastings, East Sussex, TN35 5NHContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Atrocious administration
Rated 1 star out of 5
by Anonymous - Posted on 17 February 2024
Advised needed blood tests and brain scan, possibly dementia(husband). Underwent surgery based cognitive tests and told need to be referred for further evaluation. Advised would be called in for bloods. Waited 3 weeks, no call for blood test. Chased. Long wait times, opted for call back. Waited 4 hours for call back. Advised call operator would check with surgery on progress and call back. No call back despite waiting by phone all day. Called again, opted for call back due extraordinary long wait time. Called back, repeated request - same thing, promised call operator would speak to surgery & call back with update. They called back 5 hours later to say they could not locate notes and would call on the Monday. (This was Friday). Waited all day Monday for call back (until 4.45pm) no call. Decided to visit surgery instead. Two receptionist staff working. Neither could locate notes or see request for scan or bloods on the surgery system. Luck would have it nurse who was seen originally walked past, so we spoke with her. She insisted she placed the request with “the care team upstairs “. She sat us down and typed all the details in again and said we would be called for blood test but long wait due to inadequate staffing. I asked could we go to Conquest path lab - advised we could. Phoned blood test appointments, offered same day or next day! Blood test now done. Now awaiting results and hospital appointment with neurology… so It goes on. In total 3.5 days waiting by phone for updates on something that never got uploaded to the system in the first place. And why say come back here for blood tests knowing there would be a delay when hospital could do the test in less than 24 hours? I’m told it is because the surgery pays from its practice budget if test is performed outside the surgery. Not sure if this is true, but clearly they didn’t help themselves, or us, by not referring us to hospital. Praying the next part of the process is followed up, ie scans to rule out mini stroke etc.
Visited February 2024
Review titled The Hill Surgery
Replied on 11 November 2024
Unfortunately, we cannot identify you from your details. Please contact the practice manager in writing with details of your complaint, with dates and phone numbers if relevant for investigation of your complaint.
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Review titled Always helpful
Rated 5 stars out of 5
by Anonymous - Posted on 19 January 2024
I have been to Harold road quite a few times in the past year with my son and needed an appointment today for my daughter. Every time I have called we have been seen the same day and all clinicians have been extremely helpful and I just wanted to thank the whole team.
Visited January 2024
Review titled The Hill Surgery
Replied on 11 November 2024
Many thanks for taking the time to leave positive feedback. Your constructive comments are much appreciated.
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Review titled Terrible Practice
Rated 1 star out of 5
by Anonymous - Posted on 11 January 2024
The phone waits since the merger, which we were told would improve service levels, have become significantly worse. The wait times are minimum of an hour and regularly much higher. The phone automated messages are overly aggressive, blaming the patients trying to contact them on the long wait times (yes a doctors surgery that has patients who need assistance, but please don't call as your clogging up the phone lines). Once your through its hit or miss if you will be helped, some very rude and unhelpful staff, some really pleasant and helpful. If you somehow get an appointment generally the GPs here are excellent. Unfortunately the good points are so badly out weight by the bad its one star as there is no way to ensure you reach the good on any given day.
Visited January 2024
Review titled The Hill Surgery
Replied on 11 November 2024
Unfortunately, we cannot identify you from your details. Please contact the practice manager in writing with details of your complaint, with dates and phone numbers if relevant for investigation of your complaint.
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Review titled No one is answering the phone
Rated 1 star out of 5
by Anonymous - Posted on 18 January 2024
I called at 8.45 this morning and was on hold for an hour - then cut off. I called back and after another lengthy wait I requested a call-back. I have waited all day and nobody had contacted me. It's scary not being able to get through to anyone when you're unwell.
Visited January 2024
Review titled The Hill Surgery
Replied on 11 November 2024
Unfortunately, we cannot identify you from your details. Please contact the practice manager in writing with details of your complaint, with dates and phone numbers if relevant for investigation of your complaint.
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Review titled Arrogant
Rated 2 stars out of 5
by Disappointed - Posted on 04 January 2024
Awful experience trying to make an appointment as requested by the surgery. I asked a simple question and was hung up on. Disgraceful! And still no appointment. I will not be going there again.
Visited January 2024
Review titled The Hill Surgery
Replied on 11 November 2024
Unfortunately, we cannot identify you from your details. Please contact the practice manager in writing with details of your complaint, with dates and phone numbers if relevant for investigation of your complaint.
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Review titled Excellent call handler
Rated 5 stars out of 5
by Anonymous - Posted on 11 December 2023
I called to ask if my fit note could be sent over to me. I pressed 0 for a call back and received this within 30mins. The person I spoke to was helpful, polite and efficient. I have used the engage consult as well as the telephone and it has been successful on each occasion. I feel if you do choose to hold on the phone then you cannot complain. Once again thank you for the service you are providing in difficult circumstances.
Visited December 2023
Review titled The Hill Surgery
Replied on 11 November 2024
We were pleased to hear that you were happy with our callback service and the call handler you spoke to. Thank you for your positive and constructive feedback.
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Review titled Appalling service
Rated 1 star out of 5
by Anonymous - Posted on 27 November 2023
After just 6 months since last blood test, texted to make an appointment for an annual blood test and that I must do this before placing a repeat prescription, message then said up to a 30 minute wait, waited 2 hours 12 minutes before receiving a response, and then put on hold for another 3 minutes. And, if someone says press 0 to have a call back, not all phones allow you to do this. There needs to be a "your'e number # in the queue" so you can see your progress. Ad, if you think about it, if I've had to wait over 2 hours, then so have all those before me. Combining Shankil, Beaconsfield and Hill Surgeries was the worst decision ever...
Visited November 2023
Review titled The Hill Surgery
Replied on 11 November 2024
Unfortunately, we cannot identify you from your details. Please contact the practice manager in writing with details of your complaint, with dates and phone numbers if relevant for investigation of your complaint.
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Review titled Can not get through, was 89 in the queue. Scary.
Rated 1 star out of 5
by Anonymous - Posted on 04 November 2023
I totally understand that they are having a bad time at the moment but it is actually very scary not being able to get through at all. Also I find the new message explaining the reason the waiting times are so long is because staff have resigned due to aggressive behaviour from patients. This is awful but it’s not our fault. What has gone so badly wrong to always be 80 or so in the queue waiting?? I am looking to transfer to a new surgery if I can.
Visited November 2023
Review titled The Hill Surgery
Replied on 11 November 2024
Unfortunately, we cannot identify you from your details. Please contact the practice manager in writing with details of your complaint, with dates and phone numbers if relevant for investigation of your complaint.
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Review titled Efficient staff and always willing to help
Rated 5 stars out of 5
by Louiza - Posted on 02 November 2023
Although phone lines are busy, the team always call back and I have never had a problem making an appointment when necessary. All staff are under pressure, but are always friendly and willing to help.
Visited November 2023
Review titled The Hill Surgery
Replied on 11 November 2024
We were pleased to hear your positive comments regarding our staff. Thank you for taking the time to leave feedback.
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Review titled Dire service prior to merger and even worse since merger
Rated 1 star out of 5
by Anonymous - Posted on 14 November 2023
93rd in queue at 9-20 a.m. Suggests insufficient staff levels to answer phones.appalling message on phone system, blaming staff shortages because of staff leaving due to patient abuse of staff.Message has been removed 6 days later.I used callback system and got a call back nearly 3 hours later.Of course all appointment (triage) slots gone. Added to "cancellation" list and did get a call mid afternoon. Call handler was very good in manner and booking an appointment for one week later.Harold Road surgery was a mess before merger with high staff turnover and poor GP leadership. Very misleading to blame abusive patients as the reason for all staff having left the surgery.The surgery website Merger update 30th October"statement" on there, with the names of the GPs at the bottom of it, is embarrassing, in terms of professionalism,grammar, and reasoning. Are patients expected to know what "off listing"means? It`s taken me a lot longer than 2 minutes to write this. Why no surgery response to any of the feedback left on this site? The Practice manager should be able to take a couple of minutes to respond constructively to the negative comments, and thank those who have provided positive experience comments.Even allowing for I T issues that the surgery states as being a huge issue to have had to deal with since merger, and the fact that nearly all GP surgeries have more demand than their capacity can cope with,the sheer number of patients held in the phone queue at any time of day suggests insufficient call handler numbers, and the excuse laden message (since removed) and poor website message, all suggest poor leadership from GPs and/or senior manager/s.Thus far the merger of the two surgeries has in no way enhanced the service to patients.
Visited November 2023
Review titled The Hill Surgery
Replied on 11 November 2024
Unfortunately, we cannot identify you from your details. Please contact the practice manager in writing with details of your complaint, with dates and phone numbers if relevant for investigation of your complaint.