Hillbank Health Centre

Hillbank Health Centre 2022-08-18 Person 1 5 0

Hillbank Health Centre isn’t half as good as it used to be. The receptionist staff are rude and obnoxious. The ‘Practice Manger’ if you can call her that, is also in need of some very basic Customer Services training. It takes forever to get through, then your placed in a queue, to be dealt with like your a nuisance by the rude receptionist staff. The so-called Practice Manger is dismissive and defends the poor attitude and rudeness of her receptionist staff. We are after all ONLY the Patients!

Up-grade the telephony systems. Employ decent staff Engage in some basic Customer Services training. e-mail, text patients.

Hillbank Health Centre 2019-11-15 Person 3 5 0

I've been going to Hillbank health for years, and have had broadly positive experiences. The downside is that I often can't get an appointment for 30 minutes of solid phoning starting at 8am. How are pensioners or other non tech-savvy folk meant to cope with this? When I do get an appointment, my treatment has been of good quality. The doctor I'd asked for left the practice a few years back, so now I always ask for Dr. Clarkson who is always kind, patient and explains everything in a good amount of detail. I'm grateful for the care I've received.

Hillbank Health Centre 2019-07-16 Person 3 5 0

Having read other complaints about a certain very rude receptionist I felt compelled to add my experience. In 2017 I was waiting for my appointment with Dr. Proudfoot and he was running very late. I became agitated because my partner was undergoing a major operation for bowel cancer and I wanted to phone 9wells to get an update. I approached the receptionist and explained that I needed to phone 9wells and why and would it be okay for me to step outside to do so and should Dr. Proudfoot call my name could she explain for me. She abruptly told me that she was too busy to do that and if I missed my name I would have to reappoint. I replied it was very serious surgery and I didn’t mind if I had to wait until the other booked patients had been seen. She told me that I couldn’t do that and I would have to wait my turn or reappoint. By now I had been waiting an hour over my appointment time . I said that I was doing it anyway and went outside to phone the hospital. Dr. Proudfoot saw me sitting in the waiting room after his other patients had been seen and asked why I hadn’t responded when he had called my name. I explained what had happened and that I must have been making my call when he shouted my name. I was very angry and upset at the receptionists attitude and complained to the practice manageress. She sided with the receptionist and said that she was probably very busy and it wasn’t like her to be rude. Having experienced her rudeness frequently I would disagree. I still see that receptionist on the desk and it brings back terrible memories and I have to stop myself from approaching her and reminding her of her terrible attitude on that day and that I lost my partner to bowel cancer shortly afterwards because the operation revealed the terrible spread of the disease. That woman should never be allowed to hold down a responsible job that requires an understanding of people who need help and support.

Hillbank Health Centre 2019-07-16 Person 3 5 0

Once an appointment has been obtained the service is very good but trying to get an appointment is completely unacceptable.

Hillbank Health Centre 2019-02-26 Person 0 5 0

Calling since they open for 30 minutes straight. Line too busy, keeps disconnecting. I got through 30 minutes in and all emergency appointments for today are fully booked. Perfect, I guess we're playing a Russian roulette with patients' health. This happens basically every day so there's no way to get an appointment.